1、Ensure LQA standards are implemented and delivered to every guest、在对客服务中遵守和执行领先质量保证标准。
2、Implement up-selling and ALL-Accor Live Limitless member enrollment, to maximize room revenue & guest loyalty、执行前台升卖和雅高心悦界会员招募计划，以最大化收益和客人忠实度。
3、Honesty is a work basis, ensure implement on work with honesty all times、以诚信为工作基本，在任何时候都需要诚实的执行酒店所有财务制度。
4、Detailed hotel product knowledge, up-to-date with VIP arrivals & events within the hotel and the destination、掌握酒店产品知识，确保贵宾及活动信息的时效性和准确性。
5、Ensures a high level of product knowledge of hotel and local area to provide an information service for guest、掌握酒店产品和当地情况的高度了解，以便为客人提供信息咨询服务。
6、Completed the details of conference or group resumes are met、完成团队接待，检查团队操作的细节需要达到客人要求。
7、Ensure and maintain the PSB upload is accurately、掌握和保证前台外事传输的准确性。
8、Maintains information security standards compliance of Front Office at 100%、确保所有信息安全标准都被百分之百的执行。
9、Performs special duties as required by the superior、执行上级分配的特殊职责。
10、Ensures the Front Desk Supervisor or Duty Manager is kept fully aware of any relevant feedback from wither customers or other departments、保证将任何来自客人或其它部门的反馈及时并准确地汇报给前台主管及值班经理。
11、Implement all Front Desk Policies and Procedures are adhered、严格执行前台各项政策与程序。
12、Ensure cleanliness and appearance of lobby and related areas、保持大堂及相关区域的清洁和外观符合品牌标准。
13、Implement the health & safety policies to ensure a safe work environment and knowledgeable all safety & emergency procedures、执行健康与安全政策，以确保安全的工作环境；同时熟悉了解安全及紧急程序。
14、Verifies that all information requested by the local police authorities are adhered to and prepared accurately、确保由当地执法部门所要求的全部事项都被严格遵守并实行。
15、Ensures clear communication within departments、保持部门内的沟通顺畅。
16、Initiate action to correct a hazardous situation and notify ERT of potential dangers、在发现安全隐患时采取行动并通知危机处置团队。
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1、Reports complaints or problems to Team Leader/ Assistant Manager if no immediate solution / alternative can be found、遇到客人的投诉或问题，如果不能马上找到解决办法，则汇报给领班/副理。
2、Ensures that guests receive a speedy and efficient check in/ out、确保客人得到快速、高效、准确的入住登记和结帐离店服务。
3、Ensures that the cashiering procedures are strictly adhered to, that all floats are used appropriately in accordance to Policies & Procedures set by Finance、确保严格遵守酒店的收银程序；所有备用金都要根据财务部设立的政策和程序合理使用。
4、Ensures that the guests’ bill are presented and collected accordingly、确保提供给客人的帐单是正确的，以及收款也是正确的。
5、Ensures a sales attitude is adopted at all times and maintains an awareness of all sales opportunities within the Hotel、保证具有营销员的态度，并抓住酒店内的一切销售机会。
6、Handles all arrival and departure records according to the Standards set in the Departmental Operations Manual、根据部门运营手册的标准处理所有抵、离店记录。
7、Adheres to pre-set availability and rate controls、遵守预先定立的可用房安排及房价控制。
8、Ensures a high level of product knowledge of hotel and local area、确保对酒店产品和当地情况的高度了解。
9、Maintains and updates guest history and marketing database as laid down in Front office procedures、按照前厅部的程序保持最新的客人历史及市场数据库。
1、礼貌而高效地处理所有客人和内部的投诉和询问，确保问题得到圆满解决；并将客人投诉立即汇报至管家团队经理或助理经理。Handles all guest and internal guest complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily、 Reports guest complaints to Butler Manager, Assistant Manager Butler and/or Front Office Manager immediately2、熟悉掌握酒店的产品知识及服务标准。Is familiar with the hotel’s products, services and policies3、保持与顾客和同事的良好合作关系。Maintains positive guest and colleague interactions with good working relationships4、经常性的亲自确认客人在入住和离店过程中得到尽善尽美的服务。Personally and frequently verifies that guests are receiving the best possible service from arrival, during their stay and through to check-out5、观察并收集客人的资料、喜好，及时在系统里更新。Observe guest profile, preference and update in system、1、Ensures all telephone calls are handled in a polite, efficient manner、确保用礼貌，有效的方式处理所有来电。2、Reports complaints or problems to Team Leader / Assistant Manager if no immediate alternative / solution can be found、如果立即找不到解决问题和投诉的方法，要向领班/副经理报告。3、Ensures a sales attitude is adopted at all times and maintains an awareness of all sales opportunities within the Hotel、确保销售员的态度始终是被接受的，并意识到酒店里总是存在着销售机会的。4、Ensures a high level of product knowledge of hotel and local area、对酒店和当地的产品的知识要相当了解。5、Ensures a high level of customer service is consistently maintained、确保始终提供高水准的服务。6、Operates switchboard consoles, paging system, and associated computer equipment in accordance with departmental procedures、操作总机的控制台，呼叫系统，并与部门的计算机程序相联系。
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发表于 2023-7-17 18:30:00
