BASIC FUNCTION基本职能

Responsible for planning, organizing, leading, supervising, co-coordinating, auditing and participating in the activities of Front Desk personnel.

负责计划，组织，领导，主管，协调，审核和参加前台员工的日常工作。

DUTIES AND RESPONSIBILITIES责任和义务

1. Supervises, co-ordinates and participates in the activities of the Front Desk staff such as:

1. 主管，协调并参与前台员工的日常工作，如：

(a) rooming guests为客人分房

(b) controlling and handling guestroom keys, messages, mail控制和处理客人房间的钥匙，信息和信件

(c) giving out information提供信息

(d) keeping and up-to-date minute inventory of rooms for room sale及时更新房间情况以便销售房间

(e) maintaining relevant records for statistical report保留相关记录以备统计报告

(f) maintaining accurate file of guest history/registration cards保留准确的客人历史/登记卡的档案

(a) accuracy of room rack and the alphabetical rack提供准确的客房入住率

1. Ensures that the activities of all Front Desk staff are performed on the basis of established procedures and standards.

2. 确保所有前台员工的日常工作根据拟定的程序和标准进行

2. Ensures correctness of information in guest folio, i.e. bills, room rates etc; initials them before handing to the Front Office Cashier.

3. 保证客人编码，电子账单，房价等信息的准确性，在将他们交给前厅出纳之前检查一遍

3. Ensures that guest needs, inquiries, complaints are properly handled and accommodated.

4. 确保客人的需求，询问，投诉适当处理和调解了

4. Checks list of arrivals for the day, takes note of VIPs and other special instructions and requests and implements them.

5. 监察每天的到达客人名单，记录下贵宾客人和其他特别指示或要求并根据要求完成

5. Co-ordinates closely with Housekeeping in keeping-up with the status of the guest rooms; maintains proper functioning of room status systems.

6. 与客房部密切合作留意客人的房态，适当操作房态系统

6. Reconciles room status report of Housekeeping with that of Front Office, advises Assistant Front Office Manager of any discrepancy.

7. 将客房部的房态报告与前厅部的比较，一旦有任何差异通知前厅部经理

7. Advises Housekeeping, Room Service, Telephone and other affected departments through proper form or by telephone of all check-ins and checks-outs, cash basis and advance payment registrations, rate and

8. 以适当方式或通过电话通知客房部，客房服务部，电话和其他有关部门所有客人登 记入住和结账的情况，付现金和预付金登记，房价，等等。

9. Performs other duties as required by his supervisor or head of department

执行上级及部门负责人要求的其他工作。

JOB SPECIFICATION

职位条件

1. College graduate

1. 大学专科毕业

2. At least 3 years’ experience in a hotel of international standard

2. 至少3年以上在国际标准酒店工作经验

3. Must be familiar with Front Office operations

3. 必须熟悉前厅部的操作

4. Personable and neat

4. 气质良好，头脑灵敏

5. Verbal and written facility

5. 口头表达和书面表达能力良好

6. General knowledge of overall operations and activities of the Hotel

6. 对酒店总体操作的总体知识了解