Floor Manager楼层经理

1.
To promote the Accor
loyalty program to the guest according to the yearly target.
根据年度指标向客人推荐雅高集团忠诚计划方案。
2.
To promote the Accor
customer survey program to the guest according to the monthly target.
根据月度指标向客人推荐雅高客户满意度调查系统。
3.
Monitor executive floor
receptionist personnel to ensure maximum guest satisfaction through personal
recognition to all （LOYLATY PROGRAM） members, VIPs and repeat guests, and prompt cordial attention from arrival
through departure.
通过对员工业绩的认可，提升员工工作热情，监督客服关系员工工作，在客人到达至离开酒店期间，为客人提供个性化服务，尽量让客人满意。
4.
Monitor executive floor
receptionist personnel to ensure （Loyalty Program）
members consistently receive all benefits, repeat guests and other VIP’s
receive special recognition and service.
监督行政楼层接待员工作，确保（忠实会员）贵宾，回头客及重要客人都能受到特别的关注。
5.
Review all expected
arrivals on daily basis, and to pre-select （LOYLATY PROGRAM） enrolment targets.
每天查看预期到达客人清单，提前选出预期到达的（忠实会员）贵宾。
6.
Inspects all pre-assigned
（LOYLATY
PROGRAM）
member / VIP rooms prior to arrival.
在客人到达前，提前检查（忠实会员）及重要客人房间。
7.
Greet VIP / （LOYLATY
PROGRAM）
/ repeat guests personally.
迎接重要客人，（忠实会员）贵宾及回头客。
8.
Liaise with other
departments and necessary outside contracts to ensure excellent service
delivery.
与其他部门保持合作，与必要外界部门保持联系，确保为客人提供优质服务。
9.
Oversee maintenance of
efficient repeat guest history system.
维护回头客档案系统。
10.
Promote Inter-Hotel sales
and in-house facilities.
促进酒店内房间及设施的销售。
11.
Perform such functions as
to include but not be limited to:
（Loyalty
Program）
and regular guest welcome letters.
Solicitation of （Loyalty Program）
applications.
Attending to special requests by guests.
完成以下职责：
（忠实会员）及定期客人的欢迎信。
接受（忠实会员）申请。
满足客人特殊要求。
12.
Handle guest complaints
and refer them as necessary, follows up on corrective action
处理客人投诉，在必要时为客人提供咨询，跟踪错误行为。
13.
Review arrival lists for （Loyalty
Program）
Rewards members and all VIPs to check room allocations, amenities, and special
requests.
查看（忠实会员）及重要客人清单，查看房间分配，房间内设施，及客人特殊要求。
14.
Prepare requisitions for
amenities on a timely basis.
及时在房间内准备令客人愉快的物品。
15.
Overall responsible for
ensuring and maintaining the entire range of services offered for the （Loyalty
Program） members, VIP’s and repeat guests
with the aim to maximum guest satisfaction.
全面负责对（忠实会员），重要客人，及回头客的服务，尽量让客人满意。
16.
Responsible for advice
relevant Senior Management of all incoming VIP guests so that special requirements
that may need to be attended to are actions accordingly.
要负责向上一级管理人员汇报所有即将抵达的重要客人的情况，以便能够进行特殊的安排。
17.
Ensure that all guest
queries, inquiries and requests are attended to in a helpful, professional yet
warm and friendly manner.
确保所有客人的询问和要求能够得到及时、热情、友好的帮助。
18.
To ensure that all
telephone inquiries are provided with concise information concerning the
services and facilities provided by the Hotel.
确保为所有的电话查询提供有关饭店服务和设施的简要信息。
19.
Responsible for ensure
that clear and constant communication lines are kept with all staff, areas and
other Departments.
负责确保同所有员工，区域和其他部门保持良好的沟通。
20.
Monitor and preparation
the daily Buffet Breakfast and Afternoon Tea and Happy Hour in advance, ensure
all the foods and beverages has been provided enough and fresh. The hygiene status
achieved the standard.
监控并提前准备好自助早餐、下午茶、欢乐时光，确保所有食物及酒水充足和新鲜。卫生状况符合标准。
21.
Monitor and control all
the amenities and costs with the inventory correctly.
监督并控制所有备品及成本正确的符合清单。
22.
To acquire, through
training provided, a thorough working knowledge of the following;
通过培训，要获得以下工作知识:
Opera---饭店的办公电脑系统
JinGui PSB --- 金硅旅客输入系统
CC POS Machine --- 信用卡刷卡机操作
23.
Ensures that you are
completely aware of the complete range of services and facilities that hotel will
provide to its guests and visitors.
确保非常清楚酒店为客人和来访者所提供的服务和设施。
24.
Responsible for adhering
to the Rules and Regulations of hotel as set down in the Staff Handbook.
遵守饭店的店规店纪和员工手册。