前台主管岗位职责

【岗位职责】
1、健全各种问讯资料。
2、掌握客房预订情况，向部门经理报告重要团体和客人的订房情况，检查VIP通知单的发送情况，负责VIP接待工作的落实。
3、处理前台工作中的差错，处理宾客有关投诉。
4、负责总台财产、设备的使用管理和保养工作，及各类资料的收集、存档及管理工作。
5、检查每日的报表是否有误，并及时纠正。
6、建立体质良好的宾客关系，努力增加客房销售。
【岗位要求】
1、大专以上学历，有同岗位工作经验3年以上。
2、有良好的团队领导精神及执行力。工作认真负责，作风正派。
3、熟练掌握前厅部工作的各个环节和程序。
4、身体健康，品貌端正，气质高雅。
5、掌握酒店管理基础知识，善于同宾客交往、沟通，处理周到、果断，能独立处理各种投诉。

【岗位职责】
1.协助大堂副理做好前厅部例行工作及当日周期工作的安排，做好前台人员的思想工作，调动前台员工的工作热情，保持人员的思想稳定，优质高效的为宾客提供满意的服务。
2.参与前台对客服务工作的排班中，进行班中督导检查服务质量、员工组织纪律等，及时发现和解决顾客的问题，有效地解决顾客提出的投诉与不满，并针对问题提出行动计划。
3.负责协助大堂副理草拟前台管理制度和工作程序，并总结前台工作中的案例，将宾客意见及时反馈给部门总监。
4.负责检查前台员工的服务质量及仪容仪表，经常组织前台人员学习各项规章制度、员工手册、应急预案和保密制度等，自觉遵守各项保密和要求。
5.严格前台的精细化管理与5S管理，带领前台人员养成良好的工作习惯与素养，认真填写各类表格，按融旅饭店综合质量管理检查标准与5S管理标准严格要求。
6.负责预订单的审核、确认、协调，负责会议接待通知单的落实和安排，掌握顾客抵店离店情况，随时核对房态。查看已入住和即将入住的VIP宾客名单，参与VIP宾客的欢迎接待。
7.负责领用对客服务用品、伴手礼等，做好登记，并及时向上级领导汇报客户反馈。
8.熟悉并掌握“融旅汇”会员政策，向宾客介绍政策内容，积极发展“融旅汇”会员，达成会员的招募指标。协助为军管家做好为军服务与接待。
9.负责OTA各渠道及融旅小程序的订单管理、客评跟进与回复，综合评分目标要在4.9分以上，各渠道客评得分目标在4.9分及以上。回复率要达到100%。
10.负责指导和监督本班组新员工的学习和工作情况，起好传帮带的作用。
11.维持大堂区域会客区、军人之家、机器人、显示屏、香薰机等设备的正常运作和卫生清洁。
12.加强请示汇报，完成领导交办的其他工作。
【岗位要求】
1、大专以上学历，有同岗位工作经验2年以上。
2、熟悉前台的各项业务。
3、精通前台的各项接待程序，沟通能力较强，解决工作中的各种疑难，处理各种投诉。
4、性格开朗，有良好的个人修养，工作认真负责，作风正派。

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Front Desk Supervisis responsible accountable fall operations in relation to the front desk area of The Hotel whilst on duty. All computer input, manual filing procedures statistical information relevant to reservations must be of high quality. Should strive to provide the most comprehensive accurate information, to telephone callers, guests other staff Departments of the Hotel.
前台主管在当班期间要对所管辖的前台的运作负责。输入电脑的资料，存档登记资料和有关预订的统计资料必须有较高的准确性。必须为电话来访者，客人和酒店其他部门的员工提供全面的和正确的信息资料。
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Front Desk Supervisis responsible accountable fachieving maintaining the highest standards of guest service satisfaction. Responsible fdaily operations of the Front Desk.
前台主管负责保持高标准的对客服务，从而赢得客人的满意，同时通过有效的日常管理，确保前台在预算的范围内得以高效运作。
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The OPERA computer system contains a comprehensive guest history option, it is the responsibility of the Front Desk Supervisto ensure that Hotel has the best, most accurate most personalized individual guest histories.
OPREA电脑系统中保存有全面综合的客史资料，前台主管要对酒店的客史档案负有责任。以确保客史档案是准确的及具个性化的客户史。
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Responsible to ensure that all information relating to a reservation is keyed correctly OPERA is of the highest quality, errors are kept to an absolute minimum.
This practice will allow the production of true correct statistical information, which will in turn enhance the overall hotel operation.
要负责所有的预订资料准确地输入OPERA电脑系统中。资料要保持高质量并要将错误减少到*小。准确真实的统计资料将增强整个酒店的整体运作。
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Assists the Front Desk Manager to ensure all front desk agent sub-ordinates adhere to hotel rules regulations.
协助前台经理负责所有的前台员工以及助手能遵守酒店的规章制度。
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Assists the Front Desk Manager to supervise delegate duties to all front desk staff within the section to prepare their work schedules as required.
协助前台经理保证所有员工的监督管理，并根据要求制定工作日程。
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Assists the Front Desk Manager to responsible fall activities at the front desk.
协助前台经理管理前台所有的事务。
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Obtain briefing from Front Desk Manager on problems situations requiring further attention.
从前台经理处获取需要注意的问题和事情。
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Responsible fadvising relevant SeniManagement of all incoming VIP guests so that special requirements that may need to be attended to are actioned accordingly.
要负责向上一级管理人员汇报所有即将抵达的重要客人的情况，以便能够进行特殊的安排。
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Ensure VIP rooms; reservation with special requests; pre-registered guests tour group arrivals are all pre-blocked. Front Desk Supervisis also to coordinate with Housekeeping to ensure that vacant clean rooms are available before guests’ check-in.
保证贵宾用房，有特殊要求的预订，和团队的房间要提前安排好。前台主管也需要同客房部联系以保证在客人抵店前有足够的干净房间。
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To ensure guest retention program extend to loyalty customer on a consistent basis.
确保回头客政策能持续地延伸到每个忠实客人的身上。
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To ensure that all telephone inquiries are provided with concise information concerning the services facilities provided by the Hotel.
确保为所有的电话查询提供有关酒店服务和设施的简要信息。
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To ensure cash flow at front desk hover to each shift in accurate amount, any shortage overage should report to Front Desk Manager fimmediate action.
确保前台每班交接的备用金金额准确，任何短款和长款必须立即向前台经理汇报。
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Ensure that “shift reports” are printed “Traces” are followed up accordingly.
保证班次报表能按时打印，并且跟踪报表能相应的跟踪执行。
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Supervises front desk operation workflow to maximize guests’ satisfaction.
监督管理前台的正常运营和流程，以使客人满意。
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Responsible fensuring that clear constant communication lines are kept with all staff, areas other Departments.
负责确保同所有员工，区域和其他部门保持良好的沟通。
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Coordinates meal breaks.
组织好员工的用餐时间。
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Ensure that high balance rooms in “High Balance Report” are all resolved properly.
保证所有的在“超支信用报表”上的超支的房间能尽快的解决。
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Keeps Front Desk work areas neat at all times.
随时保持前台区域的整洁。
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Handles problems seeks assistance of Front Desk Manager when necessary.
帮助员工处理问题，如需要可向前台经理寻求帮助。
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Maintains all equipment in good workingder trains new employees on equipment utilization.
所有设备必须保持在良好的工作状态下，并教给员工如何正确使用。
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Is responsible fthe inventory control of stationery collateral fFront Desk.
负责控制前台所需的文具和工作所需的物品库存。
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Is totally familiar with all Front Desk back-up procedures in the event that any Front Desk equipment malfunctions.
在前台设施设备出故障时，要熟知前台备份的工作程序。
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Is thoroughly familiar with all Emergency Procedures as specified by The Hotel.
十分熟悉酒店所有的应急工作程序。
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Is conversant with front desk procedures, conducts training of new staff when necessary.
熟悉前台的工作程序，向新员工进行相应的培训。
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Is conversant with all AccLoyalty Program, Frequent Flyer programs benefits.
熟悉雅高忠诚计划，和常飞卡计划以及其优惠政策。
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Briefs next shift Supervisor/Captain on outstanding issues requiring further attention.
向下班主管/领班交接未完成的事宜和需要注意的事情。
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Assumes other duties as assigned by the Front Desk Manager
完成前台经理分配的其它工作。
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Provide services information to guests that are the most accurate up to date possible, delivered to the guest in the most meaningful way.
通过*恰当的途径，尽可能向客人提供优质的服务和新的、准确的信息。
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Maintains a very good reputation fThe Hotel assists to increase the overall profitability of The Hotel.
为酒店保持良好的声望并帮助酒店增加收入。
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To acquire, through training provided, a thorough working knowledge of the following;
通过培训，要获得以下工作知识:
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OPERA - The Hotel Computer System
OPERA---酒店的电脑系统
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Telephone Systems
电话系统
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Ensures that you are completely aware of the complete range of services facilities that hotel will provide to its guests visitors.
确保非常清楚酒店为客人和来访者所提供的服务和设施。
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Ensures that the front desk area is not left unattended at any time whilst on duty.
在当班时要保证接前台任何时候不会空岗。
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Maintains be aware of the importance of guest recognition.
要知道客人赞赏认可的重要性。
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Ensures that as Front Desk Supervisin the Hotel have a comprehensive knowledge of the City what is happening within the City at all times, to ensure that all guests callers inquiries are met with prompt, informative yet friendly solutions.
作为酒店的前台主管，要对城市有广泛的了解并要了解城市中所发生的事情。要确保快捷,友好地解答所有打电话的人或者客人的询问。
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Reviews does follow ups fmatters arising in the FDA’s logbook.
复查和落实前台工作日志中记录的有关事项。
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Checks the daily Arrival List, Special Arrival List fVIPs, repeat guests FITs.
检查每日预抵客人表、重要客人、回头客和外国散客的预抵表。
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Ensures that the pre-printed Registration Cards are checked against the Arrival List to determine that all reserved rooms have pre-registered cards.
通过预抵客人报表检查所有预先打印出的登记单，以确保所有的预订房间都已经事先做了登记。
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Verifies with the Reservation Manager on the current daily reservation against the Arrival List to ensure that no reservation is lift out.
依照预抵客人报表同预订经理核实当日预订，以确保没有漏掉任何预订。
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Check all Registration Cards ensure that all repeat guests have the relevant information filled in accordingly fmore efficient rooming of guests.
检查所有回头客的登记单以确保所填写的相关资料是客人登记入住所必需的。
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To be responsible fthe preparation of all the necessary materials fcheck-in (i.e. Registration,, keys etc.) fVIPs, pre-registered guests groups before their arrival.
要负责准备客人登记入住时所需要的物品(例如:登记单,钥匙等)，为重要客人，团队抵达前事先做登记。
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Checks through all actual arrivals fthe day to ensure that all relevant information has been keyed in accordingly by the FDA. Does follow up on guest’s billing instructions. This will alleviate guest concerns during the check in check out procedure.
检查当日实际抵达的客人表，以确保前台员工已经将所有的相关资料输入了电脑。落实客人的帐务。
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Checks rooms discrepancies reports take needed actions
核实房态差异报表，及时采取措施
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Being constantly aware of all rates rate structures in place within the Hotel to whom they are applicable
要清楚酒店的所有房价和房价构成，并且给予客人的房价是合适的。
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Being constantly aware of all promotions, packages special rates that may be applicable
要清楚所有的促销活动，套价和特殊的价格。
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Responsible fadhering to the Rules Regulations of the Hotel as set down in the Staff Handbook.
遵守酒店的店规店纪和员工手册。