MAJOR FUNCTION 主要功能 :
• To supervise front desk staff to ensure that they are adhering to all hotel policies, procedures, regulations and standards, while striving towards total guest satisfaction. To ensure that front desk operations is working in a professional manner at all times.
• Will perform front desk clerk and cashier responsibilities and duties when assigned, and assume desk manager's responsibilities when needed.
• To train front desk clerks on a daily basis, on-the-job and during 15 minutes training.
• Assist the front office manager in all areas to ensure a correct and smoothly-operating department
MAJOR RESPONSIBILIES 責任概要 :
• Responsible for the efficient and professional running of the front desk, including relationships with other departments.
• Ensure smooth check-in and check-out of all guests, through properly handling guest accounts.
• Deal with any guest requests and problems and satisfy their needs within acceptable guidelines.
• Be prepared to perform all front desk functions, assist in monitoring the supplies and maintenance of all Front desk equipment.
• Lead by example: Provide a gracious and aggressive hospitality towards all customers.
• Be highly familiar and adhere to all policies, procedures and standards.
• Assist all associates with questions, problems which might occur.
• During peak hours, be at the front desk to ensure efficient and smooth service is provided to all customers.
• Create a productive and positive atmosphere at the desk; have a good relationship with all associates and other departments.
• Act empowered and use TQM tools and guidelines - also empower all associates to provide an outstanding service by using their empowerment guidelines.
• Be a problem seeker and solver.
• Ensure that work area is always clean, neat and organized.
• Plan meetings on a monthly basis and conduct them.
• Constantly audit all desk work for accuracy and consistency. Coach and counsel staff when appropriate.