I. Basic system of front office (I) Daily morning meeting system The front office manager organizes all employees of the department to attend, discuss and study the problems existing in yesterday's work and possible problems and countermeasures in today's work, arrange and deploy the work for one day, and report the morning meeting to the general manager in the form of meeting minutes. (II) Monthly meeting system The manager of the front office department is responsible for holding monthly meetings at the end of each month, analyzing and summarizing the work situation of this month, finding out the problems existing in the work in time, solving them, implementing the general manager's intention, arranging the deployment work according to the general manager's requirements, reporting major problems to the general manager in time, and reporting regular meetings to the general manager in the form of meeting minutes. Two. Responsibilities of each post in the front office (1) The front office manager reports to the superior: the general manager of the hotel supervises the subordinates: the foreman in charge of the front office contacts all departments: catering department, housekeeping department, bathing department and general affairs department. Responsibility: 1. Be directly responsible to the general manager, carry out the management instructions and administrative orders issued by the general manager, act in strict accordance with the hotel's policies, systems and regulations, and set an example. 2. Make the work plan of the front office, and guide, implement, check and coordinate the implementation of the plan. 3. Organize and preside over weekly foreman meetings, listen to reports, arrange work and solve problems in work. (Regular meeting time shall be stipulated separately) 4. Assign tasks to the supervisor and foreman of each position. 5. In order to adapt to the development, constantly improve the organization and various rules and regulations of the front office. 6. Understand the room reservation situation, pay close attention to the customer situation, and control over-booking. 7. Put forward suggestions to the general manager that are beneficial to room sales, and provide information feedback for the general manager's decision-making. 8. Strengthen horizontal contact with relevant departments. 9. Supervise the work progress of the foreman in each position and correct the deviation. 10. Be responsible for the safety and fire control work of this department. 1 1. Review the work diary and weekly summary report of the front office supervisor regularly. 12. Assist the general manager in VIP reception. Knowledge requirements: 1. Education: University graduate or equivalent. 2. Professional knowledge: familiar with the professional knowledge of front office management and reception etiquette. 4. Knowledge of policies and regulations: know about tourism regulations, hotel public security management and fire protection regulations, foreign affairs discipline and foreign exchange management regulations. 5. Relevant knowledge: know the knowledge of tourism economy, public relations and marketing, and can use computer technology. Capacity requirements: 1. Management ability: the ability to command, control, organize and implement the work of the department, and the ability to coordinate with other departments and public relations. 2. Ideological work ability: caring and caring for employees, with the ability to motivate and mobilize the enthusiasm of employees. 3. Have rich working experience and be able to organize, plan, control, guide and coordinate a series of business and affairs in the front office flexibly and appropriately by means of management. 4. Fully understand the market situation, master the hotel management dynamics, be able to respond in time, and have good social skills. 5. Strive to create a harmonious working atmosphere, advocate and develop the working attitude of inter-departmental and intra-departmental cooperation. (2) The front desk supervisor reports to the superior: the front office manager, the general manager of the hotel, and the contact department: all business departments related to operation. Job responsibilities: 1. On behalf of the general manager, accept complaints from guests to all departments in the store. Welcome every distinguished guest. Enthusiastic and polite to accompany guests into the room to register. 3. Make a list of VIPs who arrive, leave and stay in the hotel every day, check and remember the names of VIPs in the hotel, bid farewell to each VIP who leaves the hotel and ensure that all necessary arrangements are ready. 4. In the absence of the front office manager, the front office supervisor shall fully exercise the functions and powers of the front office manager. 5. Assist the front office manager to manage the department. Participate in guiding all the work and processes of the department, and supervise the employees of the front office to abide by all disciplines and requirements. 6. Communicate the horizontal connection between the front office and other departments. 7. Responsible for checking the cleanliness of the front office area. All facilities and equipment are in good condition and the lobby is in good order. 8. Answer all the guests' inquiries and provide all the necessary help and services for the guests. 9. Communicate the feelings between the guests and the hotel, and solicit the opinions of the guests. 10. assist the cashier in the front office to solve the problems in the guest accounts, and be responsible for claiming and collecting money when necessary. 1 1. Check the preparation for VIP reception and assist the manager in receiving VIPs. Knowledge requirements: 1. Education: University graduate or equivalent. 2. Professional knowledge: (1) Master the general theoretical knowledge of front office management. (2) Understand and master the working rules and characteristics of hotel service activities, and master all kinds of work-related knowledge (such as tourism psychology). (3) Understand reception etiquette, public relations and complaint handling. Capacity requirements: 1. Able to perform lobby work, coordinate with hotel departments, handle complaints and handle emergencies. 2. Maintain close cooperation and contact with the service department of the hotel, establish good friendship with the guests, treat people kindly, take the initiative and be generous, and have high working prestige at home and abroad. 3. Strong adaptability, strong organization and command ability and right and wrong judgment ability, and can handle complex emergency problems independently. (3) Chief concierge: report to the superior: the manager of the front office supervises the subordinates: ushers and bellmen, and the contact departments: catering department, housekeeping department, bathing department and general affairs department. Responsibility: 1. Carry out the work instructions of the department manager, and be responsible and report on the work. 2. Be responsible for the maintenance of luggage service, welcome service and environmental sanitation in the hotel lobby. 3. According to the customer's situation, reasonably arrange the shifts and tasks of the bellboy and the usher, and arrange their rest and meals. 4. Evaluate and check the work of bellboy and usher, and be responsible for formulating the procedures, rules and regulations for baggage pick-up and welcome. So as to improve service quality and work efficiency. 5. Check the luggage storage in the luggage room regularly to ensure that it is intact. 6. Supervise the baggage delivery service to ensure the safety of guests' luggage. 7. Handle the guest's complaints about this position, and constantly improve the service quality. 8. Be responsible for handling errors and accidents in the process of baggage transfer. 9. Communicate and coordinate the work of various departments. 10. Assist the front desk to confirm the departing guests. Knowledge requirements: 1. Education: graduated from secondary vocational school or high school. 2. Professional knowledge: master the general knowledge theory of front office management. Familiar with baggage service rules and reception etiquette. 3. Common sense of policies and regulations: familiar with foreign affairs reception, understanding hotel public security management regulations, traffic regulations and fire control measures. 4. foreign language level: proficient in at least one foreign language and able to cope with it freely. Capacity requirements: 1. Business execution ability: the ability to organize and direct employees to complete reception services according to service regulations. 2. Language and writing ability: clear and decent language, able to write general work reports. 3. Ideological work ability: be able to grasp the ideological status of employees and do ideological work well. Work experience: worked as a foreman for one year, or as a receptionist for three years. Physical requirements: good health and good looks.