DUTIES AND RESPONSIBILITIES 責(zé)任和義務(wù) 1. Acknowledges turnover by outgoing counterpart of the emergency key and the Assistant Manager’s log book. 通過(guò)應(yīng)急鑰匙和大堂副理記事本核對(duì)客流量。 2. Reviews log book with departmental heads to check on guest service conditions or to recommend changes on existing practices. 與部門主管一起查詢記事本來(lái)核實(shí)賓客服務(wù)的條件或推薦在已有情況下的更改。 3. In the absence of the Departmental Head/Assistant Departmental Head. Sectional Head of an operations unit, monitors the performance of the staff, advises Head of unit of same. 在部門主管/部門主管助理，分部主管不在時(shí)監(jiān)督員工工作表現(xiàn)，給主管提出建議 4. Receives, records and acts on relays complaints and grievances as well as compliments and commendations. 接受、記錄并處理酒店受到的客人的褒獎(jiǎng)抱怨和委屈。 5. Arranges for limousine and photo services for VIPs and dispatches all pertinent information about said persons to company executives concerned. 為貴賓客人安排豪華轎車和拍照服務(wù)并將上述客人的相關(guān)信息分發(fā)至相關(guān)的公司主管。 6. Arranges car services for executives on official business. 為公司總監(jiān)的商務(wù)活動(dòng)安排轎車服務(wù)。 7. Monitors use of all Hotel vehicles and gasoline consumption 監(jiān)督所有酒店車輛的使用狀況和汽油消耗。 8. Offers assistance and provides needed/sought information to guests and VIPs upon their arrival at the lobby; escorts guests to their rooms and requests them to register in the VIP Guest Book whenever necessary. 提供幫助并在客人和貴賓到達(dá)酒店大堂時(shí)提供所需信息，在必要時(shí)請(qǐng)他們?cè)谫F賓客 人登記本上登記。 9. Arranges accommodation of overflow guests in alternate hotel(s) and keeps record thereof; arranges for their return to the Hotel the following day or when conditions allow/exigencies require/justify. 為過(guò)剩的客人安排就近的酒店食宿并作記錄，如果條件允許，安排他們隔天回酒店/緊急處理/證明。 10. Handles questions of charges, investigations of any guest comments and co-ordination with emergency plans. 處理有關(guān)費(fèi)用的問(wèn)題，調(diào)查任何客人的評(píng)價(jià)，緊急事件處理。 11. Makes rounds/conducts inspections on the lobby, of all but not limited to other guest areas in the interest of security, safety, guest relations, economy/conservation and acts, records, monitors to officer(s) concerned and superior(s) operational activities and unusual occurrences, incidents, irregularities, illegitimate activities and significant events affecting unites/or the Hotel as a whole; handles lost-and-found matters. 在大堂里巡視監(jiān)督酒店安全、客戶關(guān)系、經(jīng)濟(jì)/對(duì)話與行為，不包括客人區(qū)域，記 錄并監(jiān)督相關(guān)員工指導(dǎo)相關(guān)工作及區(qū)域或酒店的不尋常的地方和重大事情，處理遺 失事件。 12. Authorizes room or rate changes, paid-outs, rebates, cash advances, release of airline crew allowance, acceptance of personal or company checks, assumption of liabilities, “charge to” billing, etc. following or on the basis of established policies, standards and procedures. 對(duì)換房進(jìn)行管理，根據(jù)酒店擬定的政策，標(biāo)準(zhǔn)和程序處理退還現(xiàn)金，費(fèi)用修正，預(yù) 付金，機(jī)場(chǎng)代表費(fèi)用，接受個(gè)人或公司支票，欠賬處理，轉(zhuǎn)賬賬單處理，等等。 13. Co-ordinates with line departments concerned on discrepancies in room status. 與在房態(tài)上有差異的部門聯(lián)系協(xié)作。 14. Does other duties assigned by the immediate superior. 根據(jù)即時(shí)情況安排其他工作。 JOB SPECIFICATION 職位條件 1. College graduate 大學(xué)?？飘厴I(yè) 2. At least 2 years’ experience in a hotel of international standard 至少2年以上在國(guó)際標(biāo)準(zhǔn)酒店工作經(jīng)驗(yàn) 3. Must be familiar with Front Office operations 必須熟悉前廳部的操作 4. Personable and charming 氣質(zhì)良好 5. Verbal and written facility 口頭表達(dá)和書(shū)面表達(dá)能力良好 6. Able to relate with different types of personalities 能與不同個(gè)性的人交流 7. Should be well versed in local city history, places of interest, shopping areas, theatres, etc. for better guest service 精通當(dāng)?shù)爻鞘袣v史，名勝古跡，購(gòu)物區(qū)，劇院，等等，以便提供給客人更好的服務(wù)