FRONT OFFICE JOB DESCRIPTION

《FRONT OFFICE JOB DESCRIPTION》由会员上传分享，免费在线阅读，更多相关内容在行业资料-天天文库。

1、FROUTOFFICEDESCRIPTIONASSISTANTMANAGERFrontofficemanager1.Summary:assistindirectingandsupervisingtheactivitiesofthefrontdesk:roomclerks.Bellservice,Doormen,Reservationsoffice,Telephonedepartment,GuestrelationsofficesandAirportrepresentatives.DUTY1Maintainafriendly,neatandpleasantima

2、getoguests.Performancestandards:a)Alwayscheckpersonalhygieneandbewell—groomedinappearance.b)Alwayswearacleanandtidyuniform.c)Alwaysmaintainaprofessionalimageandbefriendlyandsmilingunderanycircumstances.DUTY2Providecourteousservicetoguestsandrespondpromptlyandtactfullytoguestscomplai

3、nts,requestsandinquires.PerformanceStandards:a)Giveimmediateandcompleteattentiontoguests’requestsandcomplaints.b)Takeimmediateremedialactionagainstcomplaints.a)Ensuretheguestsaresatisfiedwiththeservicesprovidedbeforeleavingthehotel.b)RequestassistancefromExecutiveonDutyorFrontOffice

4、Managerifcomplaintsrequestscannotbehandled.DUTY3AppraiseappearanceandefficiencyofthefrontDesk:Roomclerks,BellService,Doormen,Reservationsoffice,TelephoneDepartment,andreportfindingstothefrontofficeManagerorAssistantFrontOfficeManager.PerformanceStandardsa)Checkonthegeneralappearance

5、ofallfrontofficestaff.b)MakespotchecksontheperformanceofFrontOfficestaff.c)EnsurethatallguestsapproachingtheReceptionDeskareattendedtoimmediately.DUTY4MaintainsmoothrelationshipsbetweenManagementandguests.Resolveproblemsarisingfromguestscomplaintsandattendesquiresimmediately.Perform

6、ancestandardsa)Handlecomplaintswhichresultinbothsatisfactionsofthehotelinterests.b)Showthegueststheactionsbeingtakenregardingtheirrequestsandcomplaints.a)Whenhandlingguestscomplaintsalwaysmaketheguestsfeelthat“WEDOCARE”DUTY5Approvereleaseoffruits,flowersandotheramenitiesaccordingtoe

7、stablishedprocedures.Performancestandardsa)Uponreportingforwork,checkonthedayexpectedarrivalstoascertainiftherearerequestsforamenities.b)AllVIPsreservationstobefollowed-upwithcomplimentaryordersforfruitsorflowers.c)Ensurethatcopiesaredistributedimmediatelyandfruitsorflowersareinther

8、oombeforetheguestsa