職位描述

BASIC FUNCTION基本職能

Responsible for planning, organizing, leading, supervising, co-coordinating, auditing and participating in the activities of Front Desk personnel.

負責計劃，組織，領導，主管，協調，審核和參加前臺員工的日常工作。

DUTIES AND RESPONSIBILITIES責任和義務
1. Supervises, co-ordinates and participates in the activities of the Front Desk staff such as:

主管，協調并參與前臺員工的日常工作，如：

(a) Handle room reservation information 、rooming guests處理客房預定、為客人分房

(b) controlling and handling guestroom keys, messages, mail控制和處理客人房間的鑰匙，信息和信件

(c) giving out information提供信息

(d) keeping and up-to-date minute inventory of rooms for room sale及時更新房間情況以便銷售房間

(e) maintaining relevant records for statistical report保留相關記錄以備統計報告

(f) maintaining accurate file of guest history/registration cards保留準確的客人歷史/登記卡的檔案

(g) accuracy of room rack and the alphabetical rack提供準確的客房入住率

(h) Ensures that enough Telephone Operators are available to service calls at all times, that all calls are handled properly. 確保時刻保持接線員人數充足，能及時適當的接電話。

2.Ensures that the activities of all Front Desk staff are performed on the basis of established procedures and standards.

確保所有前臺員工的日常工作根據擬定的程序和標準進行

3.Ensures correctness of information in guest folio, i.e. bills, room rates etc; initials them before handing to the Front Office Cashier.

保證客人編碼，電子賬單，房價等信息的準確性，在將他們交給前廳出納之前檢查一遍

4.Ensures that guest needs, inquiries, complaints are properly handled and accommodated.

確保客人的需求，詢問，投訴適當處理和調解了

5. Checks list of arrivals for the day, takes note of VIPs and other special instructions and requests and implements them.

監察每天的到達客人名單，記錄下貴賓客人和其他特別指示或要求并根據要求完成

6. Co-ordinates closely with Housekeeping in keeping-up with the status of the guest rooms; maintains proper functioning of room status systems.

與客房部密切合作留意客人的房態，適當操作房態系統

7. Reconciles room status report of Housekeeping with that of Front Office, advises Assistant Front Office Manager of any discrepancy.

將客房部的房態報告與前廳部的比較，一旦有任何差異通知前廳部經理

8. Advises Housekeeping, Room Service, Telephone and other affected departments through proper form or by telephone of all check-ins and checks-outs, cash basis and advance payment registrations, rate and

以適當方式或通過電話通知客房部，客房服務部，電話和其他有關部門所有客人登 記入住和結賬的情況，付現金和預付金登記，房價，等等。

9. Performs other duties as required by his supervisor or head of department

執行上級及部門負責人要求的其他工作。

JOB SPECIFICATION

職位條件

1. College graduate

大學專科畢業

2. At least 3 years’ experience in a hotel of international standard

至少3年以上在國際標準酒店工作經驗

3. Must be familiar with Front Office operations

必須熟悉前廳部的操作

4. Personable and neat

氣質佳，頭腦靈敏

5. Verbal and written facility

口頭表達和書面表達能力良好

6. General knowledge of overall operations and activities of the Hotel

對酒店總體操作的總體知識了解