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MAJOR RESPONSIBILIES 責任概要: 1. Making sure all procedures and training are carried out within the Company’s policies and SOPs. Secure residents’ safety and privacy. 確保所有的程序和培訓是在公司政策之內實施進行。確保客人的安全和私隱。 2. Be able to accommodate all requests and needs prior, during and after residents stay. 滿足客人入住前, 期間及離店后的需求。 3. Bring up suggestions to management to improve services, facilities and amenities on a regular basis. 定期向總經理提出建議, 著力提高服務, 設備和設施。 4. Setting and monitoring goals for the department related to Guest Voice, ES, Marriott Rewards, upselling and the BSA. 落實和監督與客人滿意調查、員工滿意調查, 萬豪禮賞, 房間增銷和品牌標準有關的目標。 5. Responsible for maintaining costs within the budget and analyzing variances. 負責將費用控制在預算內，并就逐一進行分析。 6. Ensure daily line up and 15 minute training is being conducted. Responsible for overall training to the Front Office staff. 確保執行每日例會和15分鐘培訓。全面負責部門員工培訓。 SPECIFIC DUTIES 工作任務: 1. Report directly to GM. 直接匯報至總經理。 2. Champion for Guest Voice scores/goals and related services questions regarding the Front Office Department. 為賓客滿意度調查的得分/目標和與前廳部相關服務及問題的得分負責。 3. Ensure Front Office Team is positively affecting Guest Voice scores for Problem Experienced by resolving guest issues timely, effectively, and professionally while hotel interest is observed. 確保前廳部團隊通過及時、有效、專業的解決賓客遇到的問題，同時保留酒店權益，對賓客滿意度調查產生積極的影響。 4. Champion and lead BSA program / Property Certifications for Front Office, ensure all FO associates are fully trained, familiarize and implement all BSA items, section including: Concierge/Check In/Executive Lounge/AYS(Room Service Ordering). 負責前廳部所有與“品牌調查”/ “品牌證書”項目的員工培訓，熟悉度及執行。區域包括：禮賓部/前臺入住/行政酒廊/商務中心/為您服務中心(送餐點單)。 5. Hands on for all Front Office operations including Guest Service, Front Desk, Concierge, Business Centre, AYS and Executive Lounge. 負責前廳運營包括客戶關系，前臺，禮賓，商務中心，為您服務中心和行政酒廊。 6. Champion service training for Front Office 制定及負責前廳部的一系列培訓 7. High level of visibility and presence in the lobby. 高頻率出現在大堂。 8. Achieve Marriott Rewards enrollment goals and Activation Rate provided by Regional office. 達到區域總部訂立的萬豪禮賞會員注冊目標及激活率。 9. Ensure Asia Pacific Marriott Rewards Elite Member Program is alive in hotel 確保萬豪禮賞亞太區精英會員待遇計劃在酒店實現 10. Develop and maintain an effective, attractive incentive based Up-selling program either through in house resources or outside consultant agency. 通過酒店內部資源或店外顧問機構開發并維護一個有效且具吸引力的促銷獎勵計劃。 11. Develop and regularly update and revise Repeat Guest Program, VIP program. 改進、維護并更新回頭客計劃和貴賓計劃。 12. Ensure Marriott Rewards Elite members’ and VIPs receive benefits per the standard, and that both are personally greeted upon arrival by respective management personnel. 確保萬豪禮賞精英會員和貴賓受到合乎標準的禮遇，并由先關管理人員親自迎接。 13. Strictly comply and work on the Marriott brand required programs related to Front Office. 嚴格執行萬豪品牌相關的計劃(涉及到前廳部)。 14. Familiarize（Front Office related）Marriott International SOP. Develop own LSOPs and Working Procedures for Front Office. 熟悉萬豪國際標準操作程序(有關前廳部的)。為前廳部建立本地標準操作程序及工作程序。 15. Adhere to the sales strategy and report any noticeable changes in buying pattern. Ensure Look No Further Best Rate guarantee is not violated at Front Desk. 隨時關注銷售戰略，關注其中任何變化。確保“最惠價格策略”在前臺能夠得到執行保證。 16. Monitor and prepare timely monthly report requested by GM for various sections in Front Office department. 監督并準備總經理要求的前廳部各部分的月報表。 17. Ensure active pull through of Hotel Business Positioning for all Front Office associates. 確保所有前廳部員工積極推行酒店商業定位。 18. Achieve Associate Engagement Survey. 達到部門員工滿意度調查。 19. Ensures that all procedures and policies are in place and followed. Conducts audit and controls on a regular basis. Communicates with accounting in case of any irregularities; and coaches and counsels associates whenever appropriate. 確保程序和規章制度的執行。執行日常審計和控制。如有任何謬誤及時與財務部溝通；隨時為員工提供指導。 20. Controls costs effectively to meet budget guidelines by reviewing and analyzing monthly P&L statements with the team. Has control system in place for all controllable costs and man hours. 有效地將成本控制在預算之內，在團隊內回顧和分析月損益情況?？刂扑锌煽爻杀竞腿肆Τ杀尽? 21. Plans and delegates projects to follow managers in Front Office area. Provide help when needed. 計劃和委派計劃給下屬的前廳區域經理。在需要時提供幫助。 22. Responsible for hiring, training and development of all associates working for front office area. Ensure that all associates are adhering to all hotel policies, standards, procedures and regulations with an aggressive focus on guest satisfaction. 負責前廳部所有區域的員工招聘、培訓和發展。確保所有員工非常關注客人滿意，并執行所有酒店規章、制度、程序和標準。 JOB SPECIFICATION職位要求 : Profile of Competency 工作能力: l Customer Service Oriented 良好的對客服務質素 l Efficiency 高效 l Desirable Communication Skill 主動溝通技巧 l Organizer 組織性 l Team Player 有團隊精神 Language 語言能力: l Fluent in Chinese; Oral English preferred 流利普通話，英語口語 Education 教育: l Preferable College and above 大專以上學歷 Job License 資格格 /等級證: l Minimum 5 years of hospitality industry work experience; minimum of 2 years of management experience. 至少五年酒店行業工作經驗，至少兩年管理經驗。 NOTICE 注意 : The hotel business functions seven days a week, 24 hours a day. All associates must realize this fact and be aware that at all times it may be necessary to move associates from their accustomed shift as business demands. 同事須了解酒店是每周七天、每天二十四小時運轉的行業。因工作需要，上班的班次會隨時調動。