Job title Front Office Manager Front Office Department directly under the department

Deputy General Manager of the directly affiliated hotel (in charge of operation)

Assistant manager in lobby directly below

Natural conditions of the post: healthy, handsome, aged 25-40, working experience: more than three years of hotel front office management experience, education: junior college or above, language level: good official document writing and expression skills, excellent oral English, other abilities: familiar with hotel front office business operation, strong coordination and communication skills, decisive and accurate consideration and handling of problems, smart and capable, able to implement business training and guide subordinates.

Job responsibilities and work content 1, formulate the annual work plan, annual budget and various business indicators of the department, and organize their implementation to ensure the completion of all planned tasks; 2. Check the working status of each post in the department, supervise employees' courteous reception and efficient service, ensure the implementation of various rules and regulations and service standards, and ensure the normal service order of the front office; 3, review all kinds of reports, accurately grasp the room reservation, occupancy rate, average house price, room state control, etc. , and provide it to hotel leaders and sales departments as a basis for decision-making; 4. Coordinate the business relationship between the front office and other departments to ensure the smooth progress of the front office work; 5. Organize and supervise the assistant manager in the lobby and the employees in each position, strengthen and develop the harmonious relationship with the guests, and often solicit the opinions and suggestions of the guests; 6. Be responsible for the training and motivation of employees, so that they can maintain skilled operation skills and stable work enthusiasm; 7. Regularly assess the work of subordinates, and supervise and inspect the health, safety and fire control work of the department according to the system; 8. Organize and preside over front office meetings, arrange work and listen to reports; 9. Check the assistant manager's record of handling complaints regularly, and personally handle the complaints and difficult problems of important guests. 10, according to the hotel market environment, department historical data and actual situation, prepare the department budget, organize the implementation and control after the budget is approved, and ensure the completion of the budget; 1 1, patrol each post, check the service quality, and ensure the smooth progress of daily work; 12, do a good job of departmental assessment and bonus distribution every month; 13. Assist in checking the room quality of VIPs arriving on the same day, and wait outside the gate to welcome VIPs arriving on the same day; 14. instruct the assistant manager in the lobby to train employees, and be responsible for supervising the management of the first mate. 15. Accept guest complaints, handle and solve them in time, and make records. 16. Check fire-fighting equipment, do a good job of fire prevention and theft prevention, and investigate wanted criminals. 17. Master the room reservation and the guest situation of the day. 18. Check the lobby.

Job title Assistant Manager Lobby Department directly under Front Office Department

Assistant manager of the front office of the immediate superior

Directly under the front desk foreman, public security foreman, business clerk, lobby bar waiter, shopping mall salesman, bellboy.

Natural conditions for employment: good health, handsome appearance, dignified appearance, age 22-35, working experience: more than two years working experience in the front office of the same star hotel, education: junior college or above, language level: fluent and standard Mandarin, good oral English.

Job responsibilities and job contents 1. Assist the front office manager to implement the work plan of the hotel and the department, grasp the business situation, and implement the sales work in detail; 2, patrol each post in the department, check the operation and service quality, supervise and coordinate the work, keep the lobby in good order; 3. Grasp the room situation and properly handle the overbooking situation; 4. Arrange room service arrangements and welcome receptions for important guests and large teams on that day; 5. Grasp the working and ideological conditions of employees and give timely guidance and encouragement; 6, check the work of the department, grasp the tourist information, conduct market research, write a report for the front office manager, and make suggestions; 7, on behalf of the general manager to do a good job of VIP reception and farewell; 8. A complete and detailed record of the process and results of receiving VIPs and handling complaints during the duty; 9. Answer guests' inquiries and handle special matters beyond the scope of the hotel; 10, accept guest complaints, communicate and cooperate with relevant departments, actively solve them, and make detailed records; Immediately report major complaints to the front office manager; 1 1, responsible for coordinating and handling emergency or unexpected events, such as power failure, water cut-off, theft, property loss, fever, injury or death, etc. , and immediately report to the relevant departments; 12, always take the initiative to solicit opinions from guests and establish good customer relations; 13, assist the front office manager to check the work quality of the front desk, shopping malls, business centers and other positions, and coordinate the relevant departments at the front desk; 14. Report the complaints and handling results to the front office manager and the quality inspection department, and make statistical analysis on a regular basis; 15, responsible for maintaining order in the lobby, ensuring that the lobby environment is clean, sanitary, beautiful and comfortable, and always maintaining good distance discipline and order in the lobby service; 16, the front office manager performs his duties when he is not on duty; 17. Complete all tasks temporarily entrusted by the front office manager or hotel leaders.

Front office of the department directly under the chief sheriff

Assistant manager in lobby directly above

Cleaners directly under public areas

Natural conditions for employment: healthy, energetic, dignified, aged 22-45, working experience: more than two years cleaning experience in the same star hotel, education: high school or above, language level: fluent and standard Mandarin, warm and concise language.

Job responsibilities and job contents 1. According to the schematic diagram of the public area of the hotel and the situation of public health personnel, reasonably divide the work area, formulate the regional responsibility system, and supervise the implementation of subordinate employees; 2. Check the sanitation, cleaning and greening facilities in each area every day to ensure the good operation of the public area system; 3. Make plans for the management, use and maintenance of various cleaning equipment, organize their implementation, and regularly check the inventory of consumables; 4. Formulate and arrange the general cleaning work plan, epidemic prevention and pest control work plan and manpower arrangement plan in the public * * * area to ensure that the normal business of the hotel will not be affected during the work period; 5. Responsible for the operation training and discipline education of employees, to ensure that employees operate safely and correctly, and their words and deeds meet the hotel standards; 6. Responsible for employee scheduling, attendance and vacation audit, arrange daily work according to customer needs and employee characteristics, and investigate problems in daily work; 7, responsible for the greening plant maintenance work plan, pays special attention to the implementation of the plan, to ensure the quality and progress of work; 8, do a good job in major festivals, important meetings, banquets and VIP visits before the layout inspection work; 9. Be fully responsible for the cleaning of the carpet area of the hotel, and guide the employees of all departments to correctly master the daily maintenance technology of carpets; 10, do a good job of communication and coordination with relevant departments; 1 1. Complete other tasks assigned by superiors.

Job Title Front Desk Receptionist Front Office Department

Direct superior front desk foreman

No direct subordinates

Requirements: healthy, energetic, dignified and generous, 20-35 years old, working experience: more than two years of reception experience in the same star hotel, education: high school or above, language level: fluent and standard Mandarin, good English and full of language enthusiasm.

Job responsibilities and job content 1, accept different forms of room reservation such as telephone, fax and internet, and input the reservation information into the computer and convey it to relevant departments and posts; 2. Handle the advance orders sent by the sales department or other departments; 3, in a timely manner in accordance with the working standards and procedures for scheduled changes, cancellation and other data processing; 4. Check and verify the reservation information of arriving at the hotel on the same day and the next day, and make preparations for the reservation; 5. Check-in formalities for guests, arrange rooms, and meet the reasonable needs of guests as much as possible; 6, for the guests to change rooms, extra beds and other procedures; 7. Responsible for keeping, making and issuing guest room key cards; 8. Fill in, input and count individual and team registration forms as required; 9, keep the front desk clean and tidy, check whether the required forms, stationery and promotional materials are complete, and report to the front desk foreman; 10, carefully check the guest information entered into the computer by the last shift, and timely and accurately enter the guest information on duty; 1 1. Register, enter and send the household registration information of overseas guests according to regulations; 12, conscientiously do a good job of succession to ensure the continuity of work; 13, assist the cashier at the front desk to do a good job of checking out the guests; 14. Complete other tasks assigned by the leaders.

Job title Front desk cashier department directly under front office department

Direct superior front desk foreman

No direct subordinates

Natural conditions of any post: healthy, energetic, dignified, aged 20-35, working experience: more than two years working experience in cashier at the front desk of the same star hotel, education: high school or above, language level: fluent and standard Mandarin, good English and rich language enthusiasm.

Job responsibilities and job content 1, accept and process hotel guests' consumption vouchers and documents, and accurately input all kinds of documents and figures into the computer; 2. Be responsible for the settlement and check-out procedures of in-house guests' accounts, and collect accommodation, catering and other expenses paid by cash, transfer check, credit card and other payment methods; 3. Properly handle cash, checks, credit cards and customer accounts, and make them consistent with statements and bills; 4. Complete most business day reports, financial statements and other relevant documents; 5. Keep receipts, bills, invoices and other related documents and cashier's special financial seal, and register and use them according to regulations; 6. Operate the computer and cashier equipment according to the prescribed procedures, and do a good job in cleaning and maintaining the equipment; 7. Seriously, carefully and patiently answer the questions raised by the guests about consumption settlement until the fever is clearly satisfied; 8. Strictly implement all work procedures, focus on preventing the occurrence of evasion and wrong accounts, and report the problems in the work to the front desk foreman or assistant manager in the lobby in time; 9, keep the front desk clean and tidy, check whether the required forms, stationery and promotional materials are complete, and report to the front desk foreman; 10, cooperate with the front desk receptionist to do a good job in room sales and inquiry; 1 1, do a good job of handover to ensure the continuity of work; 12. Complete other tasks assigned by the leaders.

Job Title Business Center Clerk Front Office Department directly under the department

Assistant manager in lobby directly above

No direct subordinates

Natural conditions of any post: healthy, energetic, dignified, aged 20-30, working experience: more than two years working experience in the business center of the same star hotel, education: high school or above, language level: fluent and standard Mandarin, good English level and rich language enthusiasm.

Job responsibilities and job content 1, maintain a good gfd and service attitude, and enthusiastically provide guests with various services in the business center; 2. Provide services such as sending and receiving faxes, copying, translating, and sending e-mails online, and keep secrets for the guests; 3. Booking air tickets, train tickets and tourist tickets for guests; 4. Answer guests' questions about business and tourism quickly and accurately; 5. Keep the working environment clean and tidy, and the office equipment runs well; 6. Provide international and domestic long-distance telephone service; 7. Provide common office stationery for guests to borrow at any time; 8. Provide the latest business information and business service consulting business; 9. Carefully check each shift to ensure that the equipment and facilities are in good condition, and regularly clean and maintain all kinds of equipment and facilities in the business center; 10, responsible for keeping the business center area clean and hygienic; 1 1. Give full play to work initiative and enthusiasm, do a good job in unity and cooperation among colleagues, and complete other tasks assigned by superiors.

Job Title: Front Office Department of the Department Directly under the Department of Shopping Mall Salesman

Assistant manager in lobby directly above

No direct subordinates

Natural conditions of any post: healthy, energetic, dignified, aged 20-40 years, working experience: more than two years working experience in sales of star-rated hotels and shopping malls of the same level, education: high school or above, language level: fluent and standard Mandarin, good English and full of language enthusiasm.

Job responsibilities and job content 1, maintain a good gfd and service attitude, and enthusiastically provide customers with shopping guide and explanation services; 2. Be familiar with and master the types, names, origin, specifications, properties, uses, purchase prices and selling prices of goods on the counter or pavement; 3. Do a good job in sanitary work such as counters and shelves before business, and keep the overall environment of the mall clean and tidy; 4. Grasp the purchase, sales and storage of the goods sold in this mall, and report the best-selling and unsalable situation of all kinds of goods in writing to the front office manager or relevant personnel in time, so as to facilitate business communication with superiors; 5. When the store purchases goods, it shall clearly sign and accept them according to the name, specification, quantity, purchase price and inventory price of the goods; Goods on shelves or counters should be marked with price tags; 6. During the shift change, the handover procedures shall be strictly followed, so that the goods are in conformity with the payment for goods, and both parties shall sign for confirmation; 7, business hours to stick to their posts, not allowed to receive private affairs, reading newspapers and magazines, sitting and chatting, eating, etc. ; 8. Lock the valuables storage place, lock the containers and shelves, turn off the power and lock the door during off-duty hours, and wait for the assistant manager in the lobby to pass the inspection before getting off work; 9. Be responsible for keeping the shopping mall area clean and hygienic; 10, give full play to work initiative and enthusiasm, do a good job in unity and cooperation among colleagues, and complete other tasks assigned by superiors.