岗位职责职位前台经理·部门前厅部小部门前台经理向汇报前厅部经理基本职责TosupervisetheFrontOfficeallunitsactivitiesduringtheshiftandhandleguestrelationsandrequests.IncludingFrontDesk,Concierge,ServiceCommandCentreandLeRoyalClub.负责督导前厅各分部的工作并提供对客服务。包括：前台、礼宾部、宾客服务中心和行政楼层。DUTIESANDRESPONSIBILITIES职责和任务Reviewarrivalinformationonadailybasis;VIP,WyndhamRewards,Regularguests,Groups,specialrequestsetc.每班次检查当日抵店客人信息，包括贵宾、温德姆会员、常客、团队的情况以及特别要求RandomcheckthePSBduringtheshift每班次抽查输入外管的准确性MeetVIPs,WyndhamRewards,Regularguestsandlongstayingguestsuponarrivalandensurestheirallocatedaccommodationissatisfactory欢迎贵宾、温德姆会员、常客和长住客入住，并确保他们对分配给他们的房间满意Assistininvestigatingandresolvingwrittenguestcomplaints协助调查和解决客人的书面投拆Logallincidentsofimportanceincludingsecurityincidentsandaccidents,andguestcommentsinshiftlogbookinaccordancewithhotelrequirementsforManagement在值班记录簿上记录所有重要事件以及宾客意见供管理层参阅Beresponsiblefornightduties,carryouthotelnightauditaccordingprocedure负责酒店夜间运营，按程序完成夜审工作AssistFrontdeskwhenrequired,helpguestcheckin,checkout,etc协助宾客服务员工作，帮助客人登记入住，结帐离店等等Assistinhandlingclaimedreservationsandturn-awayaccordingtohotel’spoliciesandprocedures按照酒店政策和程序处理无预订记录和酒店客满时婉拒客人入住的情况Assistinresolvingaccountingmatters,disputes,missingback-upsetc协助解决财务问題，包括有争议的帐目、单据遗失处理等情况AssistinkeepingLobby,Driveway,andentrancearecleanandtidy.OverseeactivityinmainlobbyandassisttheGuestServiceAgentswheneverpossible协助保持大堂、迎宾道和酒店入口整洁有序，督导大堂内的活动并在需要时协助宾客服务员工作Responsibleforthecommunicationwithreservationcentreandhandlethereservationsfromtravelagency/groupandsalesdepartment.负责与预订中心的沟通，处理旅行社、订房中心以及酒店销售部的预订。RepresentManagementinallguestrelatedissuesinthebestpossibleway,maintaineffectiveguestrelations,buildsrapportandofferpersonalizedserviceandassistance尽可能用最好的方式代表酒店管理层处理与客人有关的一切事宜，保持有效的对客关系，建立和谐的气氛并提供个性化的服务和帮助Deliverhighqualityservicetoguests,handleguestrequestsandtakespersonalresponsibilitytoensurereasonablerequestsaremetbyfollowingupwithrelevantdepartments.Seekopportunitiestocontinuallyimproveguests