1.????????Communicateseffectively both orally and in writing to provide clear direction to teammember. Observes performance and encourages improvement. Interviews, selects,trains, supervises, evaluates, counsels, and administers disciplinaryprocedures for front office team member. Monitors lobby traffic and makes teammembering adjustments as required.
與員工有效的溝通，提供明確指示，關(guān)注員工的表現(xiàn)并給予激勵(lì)。依相關(guān)程序面試，挑選，培訓(xùn)，督導(dǎo)，評(píng)估，管理前廳部所有員工。留意大堂交通狀況，根據(jù)需求進(jìn)行人員調(diào)配。
2.????????Reviews VIPreservations and ensures proper handling of VIPs and groups, administersamenity orders, and resumes for incoming guests. Updates system by inputtinginventory and non-inventory groups. Monitors special reservation requestshandling and oversees rate changes on in-house guests.
關(guān)注VIP及有特殊要求的預(yù)訂，及時(shí)更新系統(tǒng)相關(guān)信息，確保VIP及團(tuán)隊(duì)預(yù)訂的良好運(yùn)作。監(jiān)督住店客人房?jī)r(jià)變更情況。
3.????????Computesdaily payroll, schedules, and other reports. Analyzes data and makes decisionsbased on prior experiences and knowledge of circumstances to prepare daily andweekly forecast of expected arrivals and departures.
關(guān)注VIP及有特殊要求的預(yù)訂，及時(shí)更新系統(tǒng)相關(guān)信息，確保VIP及團(tuán)隊(duì)預(yù)訂的良好運(yùn)作。監(jiān)督住店客人房?jī)r(jià)變更情況。
4.????????Managesfront office team member, resolves guest concerns, and implements resolutionsby using discretion and judgment.
對(duì)前臺(tái)進(jìn)行日常管理，用敏銳的判斷力和決斷力解決客戶的問(wèn)題。
5.????????Leads andmotivates team members by leading by example and employing competent andconsistent management practices.
通過(guò)訓(xùn)練及一致的管理，領(lǐng)導(dǎo)和激勵(lì)團(tuán)隊(duì)員工。
6.????????Takesresponsibility of the hotel as the Duty Manager in the absence of the AssistantFront Office / Front Office Manager.
在前廳經(jīng)理/前廳副經(jīng)理不在的情況下，作為值班經(jīng)理負(fù)起責(zé)任。
7.????????CompletesNight Shift Duties acting as the Night Manager while on duty.
當(dāng)班期間完成夜班經(jīng)理職務(wù)。
8.????????Activelytakes part in training the team, facilitating formal training sessions and onthe job training to ensure that all team members are of the same standard. Alsoattends training where and when required.
積極地參加職業(yè)培訓(xùn),讓員工保持水平一致。
9.????????Acts as acoach and mentor to team members, reinforcing standards and expectations andmotivating team members to strive for established targets.
做隊(duì)員的導(dǎo)師，提高員工水平，促進(jìn)他們完成所設(shè)立的目標(biāo)。
10.???? Maintainsdiscipline amongst team members, ensuring consistency in accordance with theteam member handbook, Chinese Labour Law and HR guidelines. Distributesappropriate discipline when and where required.
確保員工手冊(cè)，相關(guān)勞動(dòng)法，HR相關(guān)政策的一致性，必要的時(shí)候提供培訓(xùn)。
11.???? ConductsPDR’s, 1:1 meetings throughout the year, ensuring that the feedback given toteam members is fair, unbiased and provides a platform for continued improvement,according to the Hilton standards.
根據(jù)希爾頓PDR標(biāo)準(zhǔn)，進(jìn)行1：1的面談，確保對(duì)每個(gè)員工的公平，為員工提供繼續(xù)發(fā)展的平臺(tái)。
12.???? Isinvolved with succession planning and development of high potential teammembers to ensure that all team members are trained to progress to the nextlevel of their career.
培訓(xùn)部門(mén)高潛能員工，促進(jìn)工作水平的提高及進(jìn)一步的職業(yè)規(guī)劃。
13.???? Contributesto the hotel and team by sharing new ideas and suggestions for improvements,being innovative and creative to provide quality service and customer care toteam members and guests.
致力于酒店工作，為酒店發(fā)展提供創(chuàng)造性的建議，為顧客和整個(gè)團(tuán)隊(duì)提供高品質(zhì)服務(wù)。
14.???? Responsiblefor the smooth induction and facilitation of training for new team members,ensuring that they are trained to the minimum level standard and that they cancompetently complete their job and that they know what is expected of them.
簡(jiǎn)單易懂的培訓(xùn)新員工，使其盡快達(dá)到勝任工作的最低標(biāo)準(zhǔn),了解公司的期許與要求。
15.???? Creatinga warm and welcoming arrival for guests, ensuring that they feel expected andimmediately “at-home” when they arrive.
為顧客提供熱情周到的服務(wù)，有賓至如歸感。
16.???? Checking-inguests in accordance with their reservation details, ensuring that theregistration card is completed, reservation information confirmed, Honours andFrequent Flyer Number enquired about, and method of payment secured.
依照預(yù)訂為客人辦理入住，核對(duì)預(yù)訂信息，希爾頓榮譽(yù)客會(huì)號(hào)及航空公司會(huì)員號(hào)，確保入住登記表的完整性及付款方式安全有效。
17.???? Ensuringthat guests are escorted to their room and the hotel facilities and roomfeatures are explained, and that luggage is delivered in a prompt manner.
將客人送至客房，介紹客房布局，確保行李及時(shí)送達(dá)等。
18.???? Handlescomplaints promptly and efficiently, taking the necessary action; track on DMlog objectively, share case and guest information with related department;Inform FOM and MOD if necessary. Follows up with all guests to ensuresatisfaction with problem resolution.
采取必要行動(dòng)，及時(shí)有效的處理顧客的不滿;客觀地記錄在值班經(jīng)理日志，講案例與客人信息與相關(guān)部門(mén)進(jìn)行分享，如有必要需告知前廳經(jīng)理或當(dāng)值經(jīng)理?；卦L客人，確?？腿藢?duì)解決方法滿意。
19.???? Maintainsawareness of guest’s profile and specific preferences, ensuring that they areacted upon for each reservation.
將客人送至客房，介紹客房布局，確保行李及時(shí)送達(dá)。
20.???? Actsas the first point of contact and liaison for VIP guests, ensuring that theyare treated personally and recognized as an individual.
作為VIP客人最先聯(lián)系到的部門(mén)，要確保他們的個(gè)性化服務(wù)。
21.???? Allocatesrooms in accordance to the guests reservation, preference and remarks,maintaining a systemized and sales focused approach to room inventorymanagement.
按照客人的預(yù)定或喜好安排房間，并做詳細(xì)目錄管理。
22.???? PromotesHHonours and its associated benefits to guests who are not already enrolled inthe program. Ensures that existing HHonours members receive personal andprofessional service that recognizes them as important guests and that theirbenefits are received.
引入新的榮譽(yù)客會(huì)會(huì)員，確保會(huì)員應(yīng)得利益，為會(huì)員提供優(yōu)質(zhì)專業(yè)的服務(wù)。
23.???? Liaiseswith Sales, Reservations and the Business Development team to handle corporate.
協(xié)同銷售，預(yù)訂及業(yè)務(wù)發(fā)展團(tuán)隊(duì)共同為客人提供服務(wù)。.
24.???? Ensuresthat guests profiles and information is input in to the Police Report system ina timely and accurate way.
確保賓客檔案信息及時(shí)錄入公安申報(bào)系統(tǒng)。
25.???? AppliesHilton Brand Standards in each and every action, acting as a role model andexample of how the standards should be carried out in a practical setting.
遵循希爾頓品牌服務(wù)標(biāo)準(zhǔn)并貫徹到實(shí)際的運(yùn)作當(dāng)中。
26.???? Hasknowledge of the hotels facilities and services as well as basic knowledge ofHilton International, MEAP & other properties in China.
掌握希爾頓酒店集團(tuán)的基本概況。
27.???? Isup to date with information on facilities, attractions, places of interest,sights and activities in and around hotel.
了解酒店周邊地區(qū)的最新信息，名勝，風(fēng)景地等，為顧客提供方便。
28.???? Ensurescommunication, coordination and cooperation between the front desk and otheroperating departments, specifically Housekeeping, F&B and Accounts.
確保前臺(tái)和其他部門(mén)間的溝通交流，特別是客房部，餐飲部和財(cái)務(wù)部等。
29.???? Maintainsthe hotel systems to ensure accuracy of information and data, and that it iseasy to use and operated in an organized and systemized way. Also Ensures thatthe Front Desk equipment and systems are functioning at all times, and that thearea is maintained in a clean, tidy and organized way.
維護(hù)酒店電腦系統(tǒng)信息數(shù)據(jù)的準(zhǔn)確性，便于系統(tǒng)操作，確保前臺(tái)運(yùn)營(yíng)設(shè)備的正常運(yùn)轉(zhuǎn)以及工作區(qū)域的整潔清潔。
30.???? Passeson information effectively, ensuring that all necessary details arecommunicated to the intended person and that any pending action is completedand guest satisfaction confirmed. Conducts daily briefings, shift handovers,attends meetings and effectively communicates information to team members.
確保信息的有效傳遞，尚未完成的事情逐一移交至有關(guān)人員，讓賓客滿意。參加日常例會(huì)及其他會(huì)議。
31.???? Ensuresthat the Front Office Manager is kept aware and up to date of operationalissues.
匯報(bào)最新的工作進(jìn)展，確保前廳經(jīng)理對(duì)整個(gè)部門(mén)營(yíng)運(yùn)狀況的了解。
32.???? Ensuresthat the day-to-day functions of the front desk are completed. Including butnot limited to Guest Services Manager’s checklist, trace reports, credit limitchecks, online back-up, allocation of rooms, Lost Interface, Pay-Masters, Discountand rate discrepancies, and registration cards.
確保完成行政樓層每日的任務(wù)，包括核對(duì)，報(bào)告，信用額度核對(duì)，網(wǎng)上備份等。
33.???? ChecksRegistration cards, meeting and function information, billing instructions,financial records and reservation backup to ensure that all informationreceived is actioned upon.
核對(duì)入住登記表，會(huì)議及活動(dòng)信息，預(yù)訂備份等。
34.???? Completesreports where and when requested, ensuring that they are complete and deliveredon time to the respected party.
如有要求，提供完整的報(bào)告，并及時(shí)送至所需部門(mén)。
立即溝通
