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Position Description

Position Name Front Office Manager Direct Subordinate Department Front Office

Direct Superior Hotel Deputy General Manager (in charge of operations)

Assistant lobby manager of direct subordinates

Qualifications Natural conditions: good health, good appearance, age 25-40 years old Work experience: more than three years of hotel front office management experience Educational level: college degree or equivalent The above language level: good official document writing and expression skills, excellent English speaking skills. Other abilities: familiar with the operation of various businesses in the hotel front office, strong coordination and communication skills, decisive and accurate in considering and handling problems, shrewd and capable, and have the ability to implement Ability to train and guide subordinate employees

Job responsibilities and work content 1. Formulate the department’s annual work plan, annual budget and various business indicators, and organize their implementation to ensure the completion of various planned tasks; 2 . Inspect the working status of each position in the department, supervise employees to treat customers politely and provide efficient services, ensure that various rules and regulations and service standards are implemented, and ensure that the front office service order is normal; 3. Review various reports to accurately grasp guest room reservations and rentals Rate, average room price, room condition control, etc., and provide it to hotel leaders and sales and other relevant departments as a basis for decision-making; 4. Coordinate the business relationship between the front office department and other departments to ensure the smooth progress of all front office work; 5. Organize and supervise the assistant lobby manager and employees in various positions, strengthen and develop harmonious relationships with guests, and often solicit guests' opinions and suggestions; 6. Responsible for the training and motivation of employees to maintain proficient operating skills and stable work Motivation; 7. Conduct regular assessments and evaluations of the work of subordinates, supervise rewards and punishments in accordance with system regulations, and inspect the health, safety and fire protection work of the department; 8. Organize and preside over regular meetings of the front office, arrange work, and listen to reports; 9. Regularly review the complaint handling records of the Assistant Lobby Manager, and personally handle complaints and difficult issues from important guests.

10. Based on the hotel market environment, historical data and actual situation of the department, prepare the department budget. After the budget is approved, organize the implementation and control to ensure the completion of the budget; 11. Inspect each position, spot check the service quality, and ensure the smoothness of daily work Carry out; 12. Do a good job in the department's monthly work evaluation and bonus distribution; 13. Assist in checking the quality of rooms for VIPs arriving on the day, and wait outside the gate to greet VIPs arriving on the day; 14. Guide the assistant lobby manager to train subordinate employees, And be responsible for supervising the management work of the first mate. 15. Accept guest complaints, deal with them in a timely manner and keep records. 16. Check fire-fighting equipment, do fire and theft prevention and other safety work, and assist in wanted investigations. 17. Understand the room reservation status and the guests of the day. 18. Review the report of the deputy lobby manager and submit it to the general manager for instructions. 19. Responsible for the cultural construction of the department and have direct responsibility for the quality improvement of the department's personnel.

Position Name: Assistant Lobby Manager, Department Directly Affiliated to Front Office Department

Direct Superior: Deputy Manager of Front Office Department

Direct Subordinates: Front Office Foreman, Public Health Foreman, Business Clerk , lobby bar waiter, shopping mall salesperson, bellman

Qualifications Natural conditions: good health, good appearance, dignified appearance, age 22-35 years old Work experience: more than two years in the front office of the same star-rated hotel Department work experience Education level: College degree or equivalent Language level: Fluent standard Mandarin, good spoken English

Job responsibilities and work content 1. Assist the front office manager to implement the work of the hotel and the department Plan, grasp the operating situation, and implement various sales tasks; 2. Inspect various positions in the department, check the operation status and service quality, supervise and coordinate various tasks, and maintain good order in the lobby; 3. Understand the room situation and handle it properly Overbooking; 4. Arrange for important guests on the day, housekeeping arrangements and reception for large groups; 5. Understand the work and ideological status of employees, and provide timely guidance and incentives; 6. Inspect the work of the department, grasp customer source information, and carry out Conduct market research, write reports and make suggestions for the front office manager; 7. On behalf of the general manager, do a good job in receiving and seeing off VIP guests; 8. Complete and detailed records of the process and results of receiving VIP guests and handling complaints during the duty period; 9. Answer guest inquiries and handle special matters raised by guests that are beyond the scope of the hotel; 10. Accept guest complaints, communicate and cooperate with relevant departments, actively resolve them, and make detailed records; report major complaints to the front office manager immediately; 11. Responsible for coordinating and handling emergency or emergencies, such as power outages, water outages, theft, damage to property, heat illness, injury or death, etc., and reporting to relevant departments immediately; 12. Frequently proactively solicit opinions from guests and establish good customer relationships ; 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 work with relevant front office departments; 14. Report complaints and handling results to the front office manager and the quality inspection department, and conduct regular inspections Statistical analysis; 15. Responsible for maintaining order in the front office, ensuring that the lobby environment is clean, hygienic, beautiful, and comfortable, and always maintaining good distance discipline and order in front office services; 16. The front office manager performs his or her duties when not on duty; 17 , Complete various tasks temporarily entrusted by the front office manager or hotel leadership.

Position name Front office of the department directly under the public health foreman

Direct superior to the assistant lobby manager

Direct subordinate to the public area cleaner

Office ConditionsNatural conditions: good health, energetic, dignified appearance, age 22-45 years old Work experience: more than two years of cleaning work experience in public areas of the same star-rated hotel Educational level: high school diploma or equivalent Language level: fluent Standard Mandarin, warm and concise language

Job responsibilities and work content 1. According to the hotel public area diagram and the situation of public health personnel, reasonably divide the work areas, formulate a regional responsibility system, and supervise the implementation of subordinate employees Execution; 2. Inspect the sanitation and greening facilities in each area on a daily basis to ensure the good operation of the public area system; 3. Develop management, use and maintenance plans for various cleaning equipment, organize their implementation, and regularly check the inventory of consumables; 4. Formulate and arrange the public area cleaning work plan, epidemic prevention, "four pests" work plan and manpower arrangement plan to ensure that the normal business of the hotel will not be affected during the work period; 5. Responsible for the operational training and discipline education of employees, Ensure that employees operate safely and correctly, and their words and deeds comply with hotel regulations; 6. Responsible for staff scheduling, attendance and leave review, arrange daily work according to customer needs and employee characteristics, and investigate problems that occur in daily work; 7. Responsible for formulating greening plans 8. Do a good job in layout inspection before major festivals, important meetings, banquets and VIP visits; 9. Be fully responsible for the cleaning of hotel carpet areas 10. Communicate and coordinate with relevant departments; 11. Complete other tasks assigned by superiors.

Position Name Front Desk Receptionist Directly Subordinate Department Front Office Department

Direct Superior Front Desk Foreman

None Direct Subordinates

Qualifications Qualifications: Good health, energetic, dignified appearance, aged 20-35 years old. Work experience: more than two years of front desk reception work experience in the same star-rated hotel. Educational level: high school degree or equivalent. Language level: fluent and standard Mandarin, good English. Passionate and rich in language

Job responsibilities and work content 1. Accept room reservations in different forms such as telephone, fax, Internet, etc., enter the reservation information into the computer and convey it to relevant departments and positions; 2. Handle sales department or other Reservation orders sent by the department; 3. Process reservation changes, cancellations and other data in a timely manner in accordance with work standards and procedures; 4. Check and verify the reservation information for the hotel arriving on the same day and the next day, and make reservation preparations; 5. Process for the guests Check-in procedures, arrange rooms, and try to meet the reasonable needs of guests; 6. Handle room changes, extra beds, extensions, etc. for guests; 7. Responsible for keeping, making and issuing guest room key cards; 8. Fill in, enter and register in accordance with regulations Count individual guests and group registration forms; 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 in the previous shift, and enter it timely and accurately Guest information on duty; 11. Register, enter and send household registration information of overseas guests in accordance with regulations; 12. Do a good job in shift handover work carefully and carefully to ensure the continuity of work; 13. Assist the front desk cashier to do checkout work for guests; 14 , Complete other tasks assigned by leaders.

Position Name Front Desk Cashier Directly Affiliated Department Front Office Department

Direct Superior Front Desk Foreman

None Direct Subordinates

Qualifications Qualifications: Good health, energetic, dignified appearance, aged 20-35 years old. Work experience: more than two years of working experience as a cashier at the front desk of a star-rated hotel of the same category. Educational level: high school diploma or equivalent. Language level: fluent and standard Mandarin, good English. Passionate and rich in language

Job responsibilities and work content 1. Accept and process consumption vouchers and documents from hotel guests, and accurately input various documents, numbers and other information into the computer; 2. Responsible for handling hotel guest accounts Settlement and check-out procedures, etc., collect accommodation, dining and other expenses paid by cash or transfer check, credit card and other payment methods; 3. Properly handle cash, checks, credit cards and guest accounts, and keep them consistent with statements and bills; 4. . Complete most of the business day reports, financial statements and other related documents; 5. Keep receipts, bills, invoices and other related documents and cashier financial seals, and register and use them in accordance with regulations; 6. Perform computer and cashier work according to prescribed procedures Operate the equipment and do a good job in cleaning and maintenance of the equipment; 7. Seriously, meticulously and patiently answer questions about consumption and settlement raised by guests until the customer is clear and satisfied; 8. Strictly implement various work procedures and focus on prevention If evasion or wrong accounts occur, problems that arise during work should be reported to the front desk foreman or assistant lobby manager in a timely manner; 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 guest room sales and answer questions; 11. Do a good job in shift handover work carefully and meticulously to ensure the continuity of work; 12. Complete other tasks assigned by the leader.

Position Name Business Center Clerk Directly Affiliated Department Front Office

Direct Superior Lobby Assistant Manager

None Direct Subordinates

Qualifications Natural Conditions : Good health, energetic, dignified appearance, age 20-30 years old Work experience: More than two years of working experience in the business center of the same star-rated hotel Educational level: High school diploma or equivalent Language level: Fluent standard Mandarin, good English , enthusiastic and rich in language

Job responsibilities and work content 1. Maintain good appearance and service attitude, enthusiastically provide guests with various services in the business center; 2. Provide guests with sending and receiving faxes, copying, translation and Internet access Send E-mail and other services, and keep guests confidential; 3. Handle booking services for air tickets, train tickets, and travel tickets for guests; 4. Answer guests’ various questions about business and tourism quickly and accurately; 5. Keep the working environment tidy and the office equipment in good operation; 6. Provide international and domestic long-distance telephone services; 7. Provide commonly used small office stationery for guests to borrow at any time; 8. Provide the latest business information and business service consulting services; 9. Every shift Check carefully to ensure that the equipment and facilities are in good condition, and regularly clean and maintain various equipment and facilities in the business center; 10. Responsible for maintaining the cleanliness and hygiene of the business center area; 11. Give full play to work initiative and enthusiasm, and be a good colleague Unity and cooperation among the team members to complete other tasks assigned by superiors

Position Name Shopping Mall Salesperson Directly Subordinate Department Front Office Department

Direct Superior Lobby Assistant Manager

Direct Subordinate None

QualificationsNatural conditions: good health, energetic, dignified appearance, age 20-40 years oldWork experience: more than two years of sales experience in the same star-rated hotel shopping mallEducational level: high school diploma or equivalent The above language level: fluent and standard Mandarin, good English proficiency, and passionate language

Job responsibilities and work content 1. Maintain good appearance and service attitude, and enthusiastically provide shopping mall shopping guide and explanation services to guests; 2. Be familiar with and master the types, product names, origins, specifications, performance, uses, purchase prices and selling prices of the products on the counter or in the store; 3. Do a good job of sanitation of counters, shelves, etc. before business, and keep the overall shopping mall environment clean; 4. Understand the purchase, sales and inventory status of the products sold in the mall, and promptly report in writing to the front office manager or relevant personnel on the best-selling and unsalable status of various commodities to facilitate business communication with superiors; 5. Purchase goods in the mall according to the product The name, specifications, quantity, purchase price, selling price, etc. must be clearly counted and signed for acceptance; the goods must be stamped with the selling price when placed on the shelves or counters; 6. When handing over, strict handover procedures must be carried out to ensure that the physical goods are consistent with the payment accounts, and both parties sign Confirm; 7. You must stick to your post during business hours, and you are not allowed to meet customers privately to do private things, read books, newspapers, magazines, sit around chatting, eating, etc.; 8. During off-duty hours, you must keep valuables locked, lock containers and shelves, and turn off the power. Lock the door and wait until the assistant lobby manager passes the inspection before leaving work; 9. Responsible for keeping the shopping mall area clean and hygienic; 10. Give full play to work initiative and enthusiasm, improve unity and cooperation among colleagues, and complete other tasks assigned by superiors.