營(yíng)運(yùn)管理
Operational
§? 協(xié)助前廳副理確保部門(mén)按照既定的理念順暢運(yùn)作，并始終提供禮貌、專業(yè)、快捷、靈活的服務(wù)。
Assists the Assistant Manager – Front Office in efficiently managing the Department according to the established concept statement providing a courteous, professional, efficient and flexible service at all times.
§? 在日常運(yùn)營(yíng)中與客房部及其他各部門(mén)保持緊密的聯(lián)系。
Liaises with Housekeeping and other related departments on daily operations.
§? 禮貌而高效的處理客人和員工詢問(wèn)，對(duì)不能立即解決的投訴和問(wèn)題進(jìn)行匯報(bào)。
Handles guest enquiries in a courteous and efficient manner and reports guest complaints or problems to Assistant Manager if no immediate solution can be found.
§? 與客人建立并保持良好的賓客關(guān)系。
Establishes a rapport with guests, maintaining good customer relationship.
§? 確保嚴(yán)格遵守收銀及信用卡程序。
Ensures that the cashiering and credit procedures are strictly adhered to.
§? 與客房部配合，確保嚴(yán)格執(zhí)行既定的清潔計(jì)劃。
Organises and liaises with Housekeeping Department to ensure that the established cleaning schedules are strictly adhered to.
§? 確保正確處理所有客人的留言、郵件、傳真及包裹。
Ensures that all guests’ messages, mail, fax and parcels are handled and distributed properly.
§? 確保按照部門(mén)運(yùn)營(yíng)手冊(cè)的要求為客人辦理入住及離店手續(xù)。
To ensure that all guests check in/ out are being handled according to the Departmental Operations Manual requirements.
§? 確保以正確的方式處理客人的信息及文件，以確?？腿诵畔⒌臋C(jī)密性。
Ensures that all guest information and documents are being handled in a proper manner to protect the confidentiality of guest information.
§? 確保不將客人的房間號(hào)提供給未被授權(quán)的人員，最大限度地確保住店客人的安全。
To ensure that guest’s room number is not given to unauthorised person as to ensure maximum security for the in-house guests.
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行政
Administration
§? 維護(hù)前廳的日志。
Maintains the Front Office Daily Log Book.
§? 及時(shí)提交所有客人/員工事件報(bào)告。
Submits all guest/associate incident reports.
§? 依照酒店的“失物招領(lǐng)”程序，處理并上報(bào)“失物招領(lǐng)”物品。
Handles and reports “Lost and Found” items according to Hotel’s “Lost and Found” procedure.
§? 確保所有管理層需要的報(bào)告都按照已定的程序被準(zhǔn)確完成及處理。
Ensures all reports required by the authority are accurately completed and handled according to the set procedures.??
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薪資和生產(chǎn)力管理
Payroll & Productivity Management
§? 通過(guò)在整個(gè)部門(mén)內(nèi)建立靈活的員工編制，實(shí)施高效的薪資管理/資源分配。 這將依據(jù)一個(gè)靈活的員工基數(shù)（全職員工和臨時(shí)工）、多技能及多任務(wù)的原則。
Exercises efficient Payroll Management/Resources allocation through the establishment of a flexible workforce throughout the Department. This will be based on the principles of a flexible associate base (Full Time & Part Time associates), multi-skilling and multi-tasking.
§? 指導(dǎo)下屬確保生產(chǎn)力水平滿足凱悅設(shè)計(jì)標(biāo)準(zhǔn)和凱悅酒店集團(tuán)房務(wù)部營(yíng)運(yùn)手冊(cè)的要求。
Directs subordinates to ensure productivity meets the Hyatt Hotels Corporation Rooms Operations Manual requirements.
§? 關(guān)注改進(jìn)生產(chǎn)力水平及在可接受的指引下謹(jǐn)慎管理用品/薪資，確保所有設(shè)備的優(yōu)化部署和高效能。
Focuses attention on improving productivity levels and the need to prudently manage utility/ payroll costs within acceptable guidelines, ensuring optimum deployment and energy efficiency of all equipment.
§? 確保新技術(shù)和新設(shè)備的使用，“靈活處理工作”的同時(shí)提高生產(chǎn)力。
Ensures new technology & equipment are embraced, improving productivity whilst taking work out of the system.
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人員管理
People Management
§? 協(xié)助引導(dǎo)前廳員工在工作中遵循經(jīng)營(yíng)、財(cái)務(wù)及行政管理的理念，確保員工掌握多項(xiàng)技能并承擔(dān)多項(xiàng)工作。
Assists in the development of Front Office associates to work following the operational, financial, administrative philosophies and ensuring associates are multi-skilled and perform multi-tasks.
§? 通過(guò)參與管理，根據(jù)酒店制度和程序以及相關(guān)適用法律，對(duì)所有前廳員工進(jìn)行緊密督導(dǎo)。
Through hands-on management, supervises closely all Front Office associates in the performance of their duties in accordance with Policies & Procedures and applicable laws.
§? 給具備能力和資源的員工委派適當(dāng)?shù)墓ぷ骱拓?zé)任，在培養(yǎng)和發(fā)展員工的同時(shí)確保營(yíng)運(yùn)標(biāo)準(zhǔn)和安全。
Delegates appropriately duties and responsibilities to equipped and resourceful associates, nurturing and developing them whilst ensuring standards of operation and safety are maintained.
§? 擁護(hù)和支持酒店的培訓(xùn)精神和以人為本的管理哲學(xué)，并和前廳部副經(jīng)理、前廳部經(jīng)理、進(jìn)修及培訓(xùn)發(fā)展部經(jīng)理、部門(mén)服務(wù)教練密切合作培養(yǎng)和發(fā)展員工。
Embraces and supports the Training initiatives and philosophies of the company and works closely with the Assistant Front Office Manager, Front Office Manager, Learning and Development Manager and Room service coach for the development of his/ her subordinates as well as self-development.
§? 發(fā)展及協(xié)助針對(duì)提高技能和知識(shí)的培訓(xùn)活動(dòng)。
Develops and assists with training activities focused on improving Front Office associates’ skills and knowledge.
§? 確保員工完全理解酒店的規(guī)章制度并遵照?qǐng)?zhí)行。
Ensures associates have a complete understanding of Rules & Regulations, and that behaviour complies.
§? 監(jiān)督員工士氣并提供工作表現(xiàn)及發(fā)展的反饋。
Monitors associate morale and provides mechanism for performance feedback and development.
§? 進(jìn)行員工年度表現(xiàn)發(fā)展評(píng)估，提供真實(shí)和準(zhǔn)確的回饋。
Conducts annual Performance Development, providing honest and appropriate feedback.
§? 將指導(dǎo)原則及核心價(jià)值有效地傳達(dá)給所有層級(jí)的員工。
Effectively communicates guiding principles and core values to subordinates.
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總則
General
§? 確保所有員工對(duì)酒店產(chǎn)品知識(shí)、當(dāng)前推廣、政策改變的最新了解及保持高效的內(nèi)部溝通。
Ensures all associates maintain an up-to-date awareness of hotel product knowledge, current promotion, policy changes and appropriate internal communication.
§? 確保部門(mén)的服務(wù)一貫按照部門(mén)營(yíng)運(yùn)手冊(cè)的標(biāo)準(zhǔn)，高效、一致和禮貌的完成。
Ensures services provided by the Front Office associates are always available and are always carried out to define Standard with the utmost efficiency, consistency and courtesy as detailed in the Departmental Operations Manual.
§? 按要求出席所有會(huì)議并作出貢獻(xiàn)。
Attends and contributes to all meetings as required.
§? 確保所有員工始終提供禮貌和專業(yè)的服務(wù)。
Ensures all Guest Service Agents provide courteous and professional service at all times
§? 禮貌而高效的處理客人和員工詢問(wèn)，對(duì)不能立即解決的投訴和問(wèn)題進(jìn)行匯報(bào)。
Handles guest and associate enquiries in a courteous and efficient manner, reporting complaints or problems if no immediate solution can be found.
§? 確保前廳員工按照政府部門(mén)的要求執(zhí)行所有程序。
Ensures all Front Office associates adopt and practice all procedures as required by the Government bureaus.
§? 對(duì)當(dāng)?shù)丨h(huán)境具有扎實(shí)及最新的了解，如城市的餐廳、購(gòu)物區(qū)。
To have a sound knowledge of the local environment such as restaurants and shopping areas within the city.
§? 了解關(guān)于員工及行業(yè)關(guān)系的法律、法規(guī)，理解并嚴(yán)格遵守員工手冊(cè)中的規(guī)章制度，及酒店關(guān)于防火、衛(wèi)生、健康和安全的制度。
Is knowledgeable in statutory legislation in associate and industrial relations, understanding and strictly adhering to Rules & Regulations established in the Associate Handbook and the Hotel’s policies concerning fire, hygiene and health & safety.
§? 積極參與員工福利、安全、發(fā)展及健康的活動(dòng)，并給予建議、咨詢和真實(shí)、恰當(dāng)?shù)姆答仭?Is actively involved in the welfare, safety, development and well-being of associates providing advice, counselling and truthful, diplomatic feedback.
§? 確保所有賓客服務(wù)員準(zhǔn)時(shí)到崗。
Ensures all Hosts report for duty on time.
§? 確保所有賓客服務(wù)員始終有高標(biāo)準(zhǔn)的個(gè)人形象和儀容儀表。
Ensures all Hosts maintain a high standard of personal presentation & grooming at all time.
§? 與客人和同事保持基于良好工作關(guān)系的接觸。
Maintains positive guest and colleague interactions with good working relationships.
§? 始終展現(xiàn)負(fù)責(zé)的管理和行為，并以積極的形象代表酒店管理團(tuán)隊(duì)和凱悅酒店集團(tuán)。
Exercises responsible management and behaviour at all times and positively representing the Hotel Management Team and Hyatt Hotels Corporation.
§? 根據(jù)酒店、行業(yè)和公司的指引，回應(yīng)需求、改變，執(zhí)行任何合理的任務(wù)及額外職責(zé)。
Responds to requests to undertake any reasonable tasks and secondary duties and to changes as dictated by the Hotel, industry and company.
