【正文】 uld not be screened.b. “Interrogating” a caller is unprofessional, discourteous could result in the loss of business.c. If the caller has had an unpleasant experience they do not wish to repeat themselves to numerous people before reaching the person the call was intended for sensitivity to such calls is of utmost importance.d. Should the situation require the call to be screened.“May I know who is calling….Thank you, Mr. Soon, Please wait, I will connect you now.” a conversation:a. Always thank the caller.b. Use the caller’s name whenever possible.c. Let the caller know you are happy to assist.d. End every conversation with courtesy and a “goodbye”.“Thank you for calling, Mr. Soon, We are pleased were able to assist. Have a pleasant day/ evening. Goodbye.” 政策制定人PREPARED BY審批人APPROVED BY采用日期EFFECTIVE前廳部部門崗位職責說明FRONT OFFICE DEPT. JOB DESCRIPTION部門DEPARTMENTFront Office 直接上司REPORTING TO Front Office Manager職位POSITION Assistant Manager直轄下屬SUBORDINATEGuest Relation Officer職級JOB LEVEL編號REF NO.涉及部門 RELATIONSHIPS:All Hotel Personnel / Staff Hotel GuestsExternal Authorities工作概述 JOB SUMMARY:Shall be primarily responsible in representing the management in all operational activities / matters taking into consideration the line of authority prescribed as an Assistant Manager.工作職責 DUTIES RESPONSIBILITIES:1. Provide efficient and excellent customer service.2. Review rooms’ availability status, room’s blockage and special requests on a daily basis, especially for VIPs, working closely with Reception, and liaise on all groups and FIT movements for the day.3. Assist Reception in weling and escorting VIPs to their rooms and handle their inroomregistration.4. Handle guest plaints and response within reasonable amp。 special requests are met.8. Assist the Chief Purser in organizing and conducting training for staff. 9. Evaluate the standard and performance for the Pursers from time to time and remind them on mon errors on their work.政策制定人PREPARED BY審批人APPROVED BY采用日期EFFECTIVE28前廳部部門崗位職責說明FRONT OFFICE DEPT. JOB DESCRIPTION部門DEPARTMENTFront Office 直接上司REPORTING TO Chief Purser職位POSITION Asst. Chief Purser直轄下屬SUBORDINATEPurser職級JOB LEVEL編號REF NO.10. Ensure the tidy and cleanliness of the lounge and kitchen areas to provide good environment for the guests and meet the Hygiene standard.11. Uplift the morale and soothe the grievance of all staff.12. Assist the Chief Purser in any actions of minimizing cost at the Executive Floor.13. Assist the Chief Purser in monthly business report and submit to related department accordingly.14. Perform all duties, other than the above as requested by the hotel, pany policies and/or his/her direct supervisor.15. Always conduct your job with concern for the environment and its resources. Where practical and possible, REDUCE use of items, REUSE whenever possible, and RECYCLE those items that can be.政策制定人PREPARED BY審批人APPROVED BY采用日期EFFECTIVE前廳部部門崗位職責說明FRONT OFFICE DEPT. JOB DESCRIPTION部門DEPARTMENTFront Office 直接上司REPORTING TO Front Office Manager職位POSITION Asst. Front Office Manager直轄下屬SUBORDINATEAll Section Heads職級JOB LEVEL編號REF NO.涉及部門 RELATIONSHIP:Front Office ManagerAll other Division/Department HeadsFront Office PersonnelHotel Guests工作概述 JOB SUMMARY:Assist Front Office Manager to make sure Front Office daily operation and services to hotel guests are up to standard through effective management and to ensure the maximum possible occupancies are attained to meet forecast budget figures. Be responsible for departmental daily operation in the absence of Front Office Manager.工作職責 DUTIES RESPONSIBILITIES:1. Ensure achievement of department’s profits:operate within annual budget an prepare reports on financial and operational matters to superior with ments on variance figures as required.control and analyze departmental costs to ensure performance is within budget.2. Maximize revenue:optimize utilization of rooms.control group and individual travelers reservations.ensure a balanced mix to keep in line with room grades.encourage to upsell hotel rooms to maximize revenue and occupancy.3. Ensure provision of effective Front Office Services:monitor and supervise Front Office operations closely and provide help as requested by various sections of the department.maintain appropriate standards of conduct, dress, hygiene, appearance, uniform and behaviors of departmental employees.政策制定人PREPARED BY審批人APPROVED BY采用日期EFFECTIVE4 前廳部制度與程序 FRONT OFFICE POLICY amp。前廳部部門崗位職責說明FRONT OFFICE DEPT. JOB DESCRIPTION部門DEPARTMENTFront Office 直接上司REPORTING TO Chief Purser職位POSITION Asst. Chief Purser直轄下屬SUBORDINATEPurser職級JOB LEVEL編號REF NO.涉及部門 RELATIONSHIPS:All Front Office PersonnelHousekeeping PersonnelFamp。B PersonnelAccounting PersonnelHouse Guests工作概述 JOB SUMMARY:Assist the Chief Purser to monitor all aspects of daily operation related to the Executive Floor. Supervise pursers and enhance first class service are rendered to all club guests. Coordinate with other sections and departments to maintain standards of Executive Floor, both in service and function.工作職責 DUTIES REPONSIBILITIES:1. Assist the Chief Purser to supervise the checkin and checkout of guests at Executive Floor and make sure the service is efficient and accurate.2. Responsible for the daily operation of Executive Floor while the absent of the Chief Purser.3. Ensure all guests needs or requests are followed up by staff and guests are aware of the