1.?????? Well versed on all Brand Standard requirements for Front Office and relatedareas. 熟悉前廳部及相關領域的集團標準要求。 2.???????As Guest Service Manager oversees all hotel operations, ensuring that thehighest levels of hospitality and service are provided. Represents hotel management inresolving any guest or hotel related situation. Manages the flow of questions and directs guests withinthe lobby. Serves as Guest Service Manager, handles the tracking of service issues. 作為賓客服務經理需盡職盡責，須監管酒店的運營情況，提供高品質服務。代表酒店管理層解決客戶或酒店相關事宜。解答問題，在大廳里引領客人。作為賓客服務經理，處理服務中遇到的糾紛。 3.???????Directly responsible for front desk supervisors, front desk clerks, roomcontrollers and bellboy, to strive towards total guest satisfaction. 直接負責前臺主管、前臺接待、房控員以及行李員，從而提高服務質量，使客人滿意。 4.?????? Ensure that all associates are adhering to all hotel policies, standards,procedures and regulations. Needs to be able to perform in all front of housefunctions. 確保所有員工都遵守酒店的政策、標準、流程及準則。需要能夠履行所有前臺職責。 5.?????? Be responsible for hiring, training and development of all associatesworking for the guest service area. 負責賓客服務員工的招聘、培訓、及員工職業發展。 6.?????? Assist the Front Office Manager in all areas to ensure a correct andsmoothly-operating department. 協助前廳部經理的工作，確保工作能夠正常、順利地運行。 7.?????? Act as point of contact to arrange and organize guest stay. Act as rolemodel for fellow associates and assure service quality meet brand standard. Createwelcome hospitality and professional atmosphere in your area toensure total guest satisfaction. 作為安排和組織客人入住的關鍵人物，需給員工做出榜樣，確保服務質量達到酒店的品牌標準。在 所帶領的團隊中，營造出熱情、專業款待客人的氛圍，以確保客人能夠滿意。 8.??????Have knowledge oflocal areas and be informed at all times about cultural, historical attractionsas well as their locations and hours of operation. 對當地有充分的了解，特別是要清楚當地的文化、歷史名勝，及它們的所在地和營業時間。 9.?????? Be sure to spend time in public areas during busy time in order to takecare of guest requests. 在繁忙時段出現在公共區域照顧到客戶的需求。 10.??? Knowing allemergency procedure at all times. 任何時候都清楚地了解所有緊急情況的處理步驟。

? Take and serve guest orders promptly and according to service manual in Executive lounge. 遵照服務手冊為行政樓層的客人提供他們所需要的服務 ? Do all necessary set-up sidework as assigned. 完成所有指派好的必須完成的準備工作 ? Answer any guest questions about the menu. 回答客人提出的有關于菜單的問題 ? Answer phone calls according to standard by using proper telephone etiquette and within three rings. 遵循萬豪標準，使用電話禮儀在電話鈴響三聲之內接起 ? Assist to ensure executive lounge/floor area is under smooth operation, including buffet set up, meeting room, business center, guest booking and special guest requests. 幫助確保行政樓層區域順利營運，包括自助餐的擺放，行政樓層會議室，商務中心，客人預訂及客人特殊需要 ? Have knowledge of local areas and be informed at all times about cultural, historical attractions as well as their locations and hours of operation. 任何時候都要見多識廣的了解本地文化特色，歷史及當地有吸引力的地點及營業時間 ? Familiar with hotel facilities and outlet operation hours. Provide guest with assistance whenever possible. 了解酒店設施及各部門營業時間，任何時間可以為為需要幫助的客人提供服務 ? Have basic knowledge about menu each day; able to serve wine and cocktails. 對菜單有基本了解，可以為客人服務紅酒及雞尾酒 ? Check food before serving it to guest to ascertain that appearance, temperature and portions are correct. 在將食品提供給客人之前，檢查它的外觀，溫度及數量確保準確無誤 ? Ensure Executive lounge area is clean and tidy at all time. 確保行政酒廊區域在任何時候都干凈整潔

-- Responsible for the smooth, efficient and professional operation of executive floor/lounge areas. 確保行政樓層區域的工作能夠順利、高效、專業地運作 -- Assistant to prepare budget for Executive Floor. 協助行政樓層負責人制定預算 -- Monitors daily revenue of Executive Floor. 管理行政樓層的日常收益 -- Monitor efficiency levels in Executive Floor. 了解行政樓層員工們工作的有效程度 --Monitor wastage and energy consumption throughout the Executive Floor 了解整個行政樓層的損耗和能源消耗情況 -- Maximizes every opportunity to increase revenue by selling the meeting room in Executive Floor and Business Center service. 抓住一切可能的機會租用行政樓層及商務中心的會議室以提高收益 -- Responsible for providing accurate Executive Floor revenue reports and reports all finding of discrepancies. 負責提供確切的行政樓層收益報表，并報告所有數據不符的調查結果 -- Ensures that all procedures and policies are in place and followed. 確保能夠遵守所有的規章流程和法規。 -- Conducts audit and controls on a regular basis. Communicates with accounting in case of any irregularities; and coaches and counsels associates whenever appropriate. 定期管理審計帳目，如果出現什么不合法的現象要與會計及時溝通，適合的時候也可以與領導及顧問聯系 -- ?Strictly follows bank-out procedures and cash handling procedures. 嚴格遵守銀行支取流程和現金處理流程 -- ?Train and develop associates to the highest possible extent. Ensures that daily training is provided for technical, hospitality, communication, management, and organizational skills. 培訓員工、并給其提供最廣闊的發展空間。確保日常培訓中應該包括技能培訓、禮儀、溝通培訓、管理培訓以及組織技能的培訓。

1. Well versed on all Brand Standard requirements for Front Desk and related areas. Ensure all Standard Operating Procedure and Local Operating Procedures are adhered to and carried out. 熟知前臺及相關部門的集團標準。確保所有規范運行程序和地區規范運行程序嚴格地被遵循和執行。 2. Ensure that all associates are adhering to all hotel policies, standards, procedures and regulations. Needs to be able to perform in all front of house functions. 確保所有員工履行并服從部門和酒店的方針政策與程序，能夠執行所有前臺功能。 3. Monitor work stationery to ensure there are sufficient supplies and requisite through Managers whenever required. 持續監督和檢查工作所需要文具等相關用品，保證其充足的貯備與供給，以備之需。 4. Meeting and escorting of VIP guests to their room/s and any other guest as and when required. 迎接VIP客人（及其他相應的客人當有需要時）并陪同引領到他們的房間。 5. Preparing and Conducting 15 minutes daily training for all Front Office associates. 準備以及執行前廳員工的每日15分鐘培訓。 6. Reviews Rooms Controllers daily instructions regarding room blocking. 根據房控員每日指導檢查房間安排情況。 7. Monitor room assignments to ensure all guests’ requests are met or provided guest with an alternative if unable to meet request. 監督所有房間的分配，確保所有的客人的需求得以滿足。在無法滿足客人需求時，提供客人可能性的選擇。 8. Knowing all duties and responsibilities of the Front Office in order to assist associates more efficiently whenever required. 清楚地了解前廳部所有的職責與義務，當員工們需要時更加有效地提供幫助與支持。 9. Check and ensures that all tasks stated on the associate’s daily operations checklists, are completed before the end of each shift. 監督員工的工作，保證日常工作檢查表上規定的任務在班次結束前全部完成。 10. Ensure key packets for guest are properly packed according to the hotel’s standard and room/s assigned according to guests’ request. 依照酒店的規范標準為客人準備好客房鑰匙及相關物件，按照客人需求分配房間。

? Have knowledge of hotel, hotel associates, and hotel services with hours of operations for all departments’ involved and surrounding areas. Has a thorough knowledge of guestrooms including: locations, views, amenities, features, types, etc… 了解酒店，酒店各部門員工以及酒店各項服務設施及周邊地區設施的營業及服務時間。清楚客房的相關信息, 例如位置，景色，提供物品，特色及房間類型等。 ? Offer the hotel guests the best possible service through courteous and proper phone answering procedures through proper telephone procedures. 運用禮貌并適當的電話禮儀接聽客人的電話，并對客人提出的合理要求提供超標準的服務。 ? Be an ambassador by promoting the hotel, restaurant, lounge, gift shops, etc. 作為酒店，餐廳，酒吧及禮品部等開展的促銷活動的代表。 ? Be able to give accurate directions and information regarding the immediate and metro area. 能向客人提供準確的地鐵乘坐指示及信息。 ? Handle all emergencies according to established procedures. 能運用相關程序處理所有緊急事件。 ? Ensure all customer complaints are recorded in the Guest Response Program in a timely and directly professional manner. 本著及時坦率的專業態度，確保所有客人的投訴都被記錄于客戶回訪項目中。

[崗位職責] 1、直接接受房務總監的領導，執行其指令，負責大堂賓客服務及秩序的全面維護工作。 2、代表酒店總經理接受及處理酒店客人對酒店所有部門或個人的一切投訴，聽取賓客的各類意見和建議。 3、會同有關部門處理賓客在酒店內發生的意外事故（傷亡、兇殺、火警、失竊、自然災害）。 4、解答客人的咨詢，向客人提供必要的幫助和服務（報失、報警、找人、找物）。 5、維護賓館利益及賓客安全。 6、詳細了解酒店內部當日及近期活動的時間及具體安排，特別是重要領導在酒店內宴請賓客的地點、時間、人數等，并做到及時通報。 7、定期探訪各類重要客人，收集客人意見并及時向總經理和有關部門反映。 8、維護大堂及附近公共區域的秩序和環境的寧靜、整潔。 9、督導、檢查在大堂工作的工作人員的工作情況及遵守紀律情況（前廳、財務、保衛、客房、餐飲、康樂、工程、行政等部人員）。 10、協調總經理或代表總經理接待好VIP和貴賓樓層客人。 11、向客人介紹并推銷酒店的各項服務。 12、發現酒店管理內出現的問題，及時向房務總監反映并提出建議或解決辦法。 13、協助各部門維系酒店與VIP客人、熟客、商務客人的良好關系。 14、處理客人簽單超支而無法付款“逃賬”、私自帶走酒店設施、物品等問題。 15、負責監督高額賬務的催收工作。 16、參與前廳部的內部管理，檢查前廳各崗位員工儀表、儀容、站姿及對客服務態度。 17、完成總經理及房務總監臨時指派的各項工作。 [任職資格] 1、自然條件：身體健康； 2、文化程度：大專及以上學歷； ???? 3、工作經驗：具有三年以上高星級酒店工作經驗，為人和藹，做事講究原則性。熟悉酒店各項規章制度，有良好的溝通、協調能力； 4、能力要求： （1）普通話流利，有一定的英文聽、說、寫能力，并掌握簡單的第2門外語聽、說能力； （2）有較強的問題分析能力,并具有良好的溝通、協調能力及服務意識； （3）對各種設備比較了解，特別是酒店管理軟件、電子門鎖、程控交換機的操作和使用； （4）對重大突發事件有較好的應對能力，并有預案。