KEY ROLES & RESPONSIBILITIES重要职责及责任

• Manage and supervise all tasks of his/her staff to ensure optimal guest satisfaction、
• 监督和管理所有的员工以确保给客人提供满意的服务。
• Greet all guests in a friendly and helpful manner and attempt to learn and use guest’s name at every opportunity 
• 尽量随时使用客人的名字去友好热情的问候客人。
• Register all arrivals according to established procedure, and make sure all receptionists register guest following the standard.
• 很据规定登记所有到来的客人,并确保所有前台接待按照标准为客人办理登记手续。
• Perform check in, check out and room change procedures and ensure all data are entered completely into the hotel systems
• 执行入住，退房和换房的工作，并确保所有的客人信息被记录在电脑系统中。
• Conduct group check-ins/outs according to established hotel procedures
• 根据规定为团队客人办理入住/退房手续
• Assist staff with expediting problem payments.

协助员工追账问题

• Handle requests for late checkouts according to established hotel procedures.
• 根据酒店程序处理客人的延迟退房问题
• Maintain cashier float and ensure accurate daily report of all money received
• 确保每日的流动资金和正确汇报每日所接收的钱。
• Accept cash and travelers checks and assist with currency exchange
• 接受现金和旅行支票并提供外币兑换服务。
• Keep abreast of all modifications to accounting policies and procedures and make sure all front desk receptionists acknowledge 
• 了解所有最新的政策情况且确保所有前台接待都了解。
• Knowledgeable of all special promotion procedures for programs such as Seasonal Packages, Frequent Flyers Programs, and Loyalty programs and share with all receptionists
• 充分了解所有的促销活动和政策包括季节性包、常旅客计划,和忠诚度计划,并向前台接待分享。
• Attend to guest’s complaints, inquiries and requests in a timely and courteous manner
• 及时并礼貌的关注客人的投诉，需求。
• Document all guest requests, complaints or problems immediately and notify designated department/personnel for resolving the situation.  Follow up with twenty minutes to ensure completion and guest satisfaction.
• 记录所有客人的要求、投诉或问题立即通知指定的部门/人员为解决这个问题，20分钟之内跟进客人的需求已经被解决，确保客人的满意度。
• Is familiar with other hotels so that guest indicating any next destination on the registration card can be “sold” on an onward booking to another Raffles Hotels
• 熟悉其他酒店,以便客人指示任何下一个目的地在登记卡上可以帮他做另一个预订到另一个莱佛士酒店。
• Make sure all the guests ‘room have been assigned according guest special request  for next day, especially for VIPS, anticipate sold-out situations and know how many rooms are overbooked, make a solutions  plan in advance,following hotel policies and procedures.
• 确保所有第二天预抵客人房间都依据客人需求提前安排尤其是VIP客人，预计满房情况且了解有多少房间超额预定，根据酒店程序提前准备好解决方案
• Perform the audit balances and prepare all works for audit in an orderly fashion
• 执行审计结余，并为审计工作进行各项有序的准备。
• Maintain comprehensive knowledge of standard reservation procedures
• 拥有全面的标准预定知识。
• Maintain exemplary department standards of behavior and appearance and attitude
• 能够作为部门行为，外观和态度的标准。
• Ensure that the front desk work area is kept clean and in an orderly state at all times
• 保持前台工作区域的干净，整洁有序。
• Check front office and storage areas for proper supplies, organization and cleanliness.
• 检查前厅和存储区域的正常供应、组织和清洁。
• Conducts shift briefings to communicate hotel activities and operational requirements a
• 组织班次例会来交流酒店的活动和运作情况。
• Any special projects or assignments as requested by Assistant front office manager or Duty Manager.

完成前厅副经理或者值班经理所安排的特殊任务