Superviseur des services à la clientèle/Capitaine

Review arrival information on a daily basis; VIP, Loyalty member, Regular guest, Groups, special requests, etc. Follow up with Housekeeping and Room Service

查看当天抵店客人信息，包括贵宾，会员计划， 常客，团队预订及其它相关的特殊要求。及时将相关信息通知客房部和客房送餐部

Responsible for correct registration procedure; registration card, room allocation, credit policy, etc.

负责正确 的登记程序、填写登记卡、房间分配、信用方针等

Maintain good working relations with all departments, especially Housekeeping and Reservations. Checks discrepancies and out of order rooms, to ensure correct room status at all times

与所有部门保持良好的协作关系，特别是客房部与预订部。检查房态差异报告以及维修房状态，随时确保正确的房间状态信息

Responsible for correct handling of cash and cheques, credit cards, foreign currencies, vouchers and invoices

负责正确处理现金和支票、信用卡、外币兑换业务、付款凭证以及发票

Responsible for prepare activities for group arrival, correct definition of group masters to ensure correct charges

负责团队抵店前的准备工作，确认团队总房价以确保正确收款

Responsible for correct check-out procedure following hotel’s policies and procedures

负责遵守酒店政策与服务程序，正确完成客人离店手续

Responsible for reservations, changes and cancellations when Reservation Office is closed

负责预订部下班后的预订、预订变更及取消预订服务

Report to management on deficiencies and irregularities noted in the operation

向上级报告酒店在营业中存在的不足与失误

Maintain a thorough knowledge of the room rates, discounts, packages, hotel facilities, special events, etc. and ensures GSA’s knowledge of the same

熟悉房 价、折扣、包价、酒店设施和特殊活动等相关知识，同时确保接待员正确掌握

Responsible for correct selling status in the Reception at all times, by close liaison with Reservations

与预订部保持紧密联系，确保前台始终处于正确销售状态

Ensure that guest complaints are properly logged and acted upon by trying to avoid any guest leaving the hotel dissatisfied. Solicits assistance from Guest Service Manager or Loyalty Manager if needed

确保迅速、正确记录与解决客人投诉，尽量避免客人带着不满意离开酒店。必要时征求宾客服务经理或忠实客户经理帮助

Assist in preparing staff schedules, ensuring adequate staffing to meet business demands

协助准备员工排班表以确保有足够员工满足运作需要

Assist in preparing payroll information on the due dates, to ensure correct payments

协住在指定日期准备工资信息报告以确保正确支付员工工资

Maintain good knowledge of all corporate programs, ensure GSA’s knowledge of these programs

熟练掌握酒店所有合作促销计划，同时确保接待员熟悉掌握

Maintain good knowledge of the loyalty program, ensuring correct handling, prepares reports and actively participates in enrolling new members

熟悉会员计划，确保正确处理、准备报表以及积极参与发展新会员

Assist in resolving accounting matters; disputes, missing back-ups etc

协助解决财务问题，包括有争议的帐目及丢失的信息备份等

Ensure that all guest comments are logged and forwarded to the Assistant Front Office Manager

确保记录所有客人意见，并向前厅部副经理经理汇报

Assist in departmental training and assessments

协助部门培训与评估

Cooperation and teamwork for all sections and other department to ensure proper guest service delivery.

与所有其它区域和部门协手合作，确保向客人提供正确的服务

Deliver high quality service to guests

向客人提供高质量的服务

Identify VIP, loyalty member, regular and long staying guest, develop rapport to offer personalized service and assistance

识别贵宾，会员、常客以及长住客人。发展与之良好关系 以提供个性化和超值服务

Take appropriate action to resolve guest complaints

采取合适的行动解决客人的投诉

Ensure a high level of cleaning is maintained in your work area

确保所在工作区域的高度整洁

Carry out other tasks as directed by your leaders

在上级指导下执行其它任务