Main Duties /主要職責(zé)：
1.?To have complete knowledge of the operational systems at Front Office, Service Centre and any other related systems.
2.?全面掌握前廳部，服務(wù)中心操作系統(tǒng)專業(yè)知識和其他相關(guān)系統(tǒng)知識。
3.?To have complete knowledge of Libre Resort standard operating policies and procedures.
4.?全面掌握麗朗度假村標(biāo)準(zhǔn)操作政策和程序方面的知識。
5.?To have complete knowledge of Libre Resort Program e.g. Guest History.
6.?全面掌握麗朗度假村會員活動知識。例如客史記錄。
7.?Maintains department organization, manning and productivity, ensuring a smooth operation based on forecasted occupancy.
8.?在預(yù)測客房出租率的基礎(chǔ)上維持部門組織架構(gòu)，人員配備的合理性并且確保工作的順利運行。
9.?Identifies staff training requirements and service improvements areas.
10.?識別員工的培訓(xùn)需求和服務(wù)中需要提高的區(qū)域。
11.?Supervises and guides all staff to ensure that Resorts policies and procedures are adhered to.
12.?管理和引導(dǎo)員工并且確保度假村政策和程序的執(zhí)行。
13.?Creates a positive and highly motivated working environment that promotes and develops teamwork.
14.?創(chuàng)造積極和諧的工作環(huán)境以促進和發(fā)展團隊精神。
15.?Utilizes and develops communication tools and channels for the dissemination of information and workflow amongst all sections and divisions.
16.?利用和發(fā)展溝通交流的工具和途徑， 為各部門之間進行很好的工作信息和流程的傳遞。
17.?Monitors for the accurate maintenance of guest history database.
18.?監(jiān)督客史數(shù)據(jù)庫的維護。
19.?Ensures guest preferences are collected and action upon in order to delight our guests.
20.?確保賓客喜好表的收集和行動實施，以便在對客服務(wù)中使我們的賓客喜出望外。
21.?Drives customer delight and retention by being a role model in delighting guest in every single interaction.
22.?推動喜出望外的賓客忠實感必須在每一次的對客服務(wù)接觸中成為令賓客喜出望外的模范。
23.?Actively obtains feedback from guests and inform the relevant departments the actions taken to rectify the feedback and to ensure guests’ satisfaction.
24.?積極地獲得客人的反饋意見并且通知相關(guān)部門改善客人的反饋意見， 確?？腿说臐M意度。
25.?Develops and implements guest recognition program.
26.?發(fā)展和實施感謝回頭客人的賓客認(rèn)知計劃。
27.?In all incidents, provides management and department heads with reports and takes action to avoid repetition of any incidents, accidents, theft and complaints.
28.?給管理層和部門經(jīng)理提供事件報告， 以便付諸行動避免事件， 意外， 偷竊行為和投訴的發(fā)生。
29.?Reviews quality standards and service standards on regular basis and ensures compliance to Libre Resort Experience.
30.?定期地回顧質(zhì)量標(biāo)準(zhǔn)和服務(wù)標(biāo)準(zhǔn)，并且使其符合麗朗度假村體驗。
31.?Checks the log book to ensure the quick and correct handling of guest requests.
32.?抽查記錄本，確保快速準(zhǔn)確地解決客人的需求。
33.?Analyzes and solves any recurring problems that arise.
34.?分析和解決多發(fā)問題。
35.?Ensures staff are trained to understand and complete all common requests.
36.?確保員工的培訓(xùn)，理解并執(zhí)行對客的要求。
37.?Notes, collects and actions on any guest’ preferences.
38.?記錄、收集賓客的喜好并予以落實。
39.?Practices visible management, including daily interaction and courtesy calls with guests.
40.?實現(xiàn)可視管理包括每日與客人溝通和禮儀電話。
41.?Ensures that all guest complaints are handled efficiently and politely.
42.?確保及時有效而得體地處理賓客投訴。
43.?Analyzes cause for complaint and take action to minimize any reoccurrence.
44.?分析投訴原因，采取行動避免再次發(fā)生。
45.?Update guest history remarks(system) for any guest complaint or comments to make sure delighted service presentation upon next arrival.
46.?將客人的投訴、意見記錄在其個人檔案內(nèi)（系統(tǒng)），以便其日后再次入住時，得到喜出望外的服務(wù)。
47.?Offers all possible assistance to guests at all times.
48.?隨時隨地為客人提供幫助。
49.?Constantly reviews the current procedures and practices to ensure they are simple for staff and guests.
50.?經(jīng)常地回顧當(dāng)前程序和操作以確保對員工和客人都是簡單易行的。
51.?Establishes standards and conducts spot checks of internal controls and ensures compliance.
52.?建立標(biāo)準(zhǔn)并且對內(nèi)部控制進行抽查，以確保其符合標(biāo)準(zhǔn)。
53.?At the start of the each shift , Duty Manager must familiarize himself/herself with.
54.?每個工作班次開始時，值班經(jīng)理必須熟系以下內(nèi)容：
55.?Room Situation in the Resorts and in the City
56.?本度假村和當(dāng)?shù)鼐频甑姆块g情況。
57.?Checks on status of room blocks and discrepancies
58.?核對房間安排和差異的狀態(tài)。
59.?Staff roster
60.?員工排班。
61.?Monitors and follow ups on expected check ins and check outs
62.?監(jiān)控和追蹤預(yù)計入住和離店的情況。
63.?Reports from the end of previous shift
64.?交接上個班次的報告。
65.?Correspondence bearing the current shift
66.?承擔(dān)當(dāng)前班次的信件和資料。
67.?Limousine log
68.?訂車記錄本。
69.?Ensures the Night Audit process is carried out successfully.
70.?確保夜審程序的順利。
71.?Ensures that charges reflected in the interface Lost Postings, permanent folio are correctly transferred to the respective guests.
72.?確保系統(tǒng)的漏帳可以得到及時的糾正和轉(zhuǎn)到客人的帳單上。
73.?Is responsible for the smooth operation of the hotel. Make decisions on all matters involving guest contact with Resorts employees. In the absence of the Front Office Manager, has full authority on all decisions.
74.?負(fù)責(zé)度假村正常的營運。在客人和員工的事件上有權(quán)做決定。 在前廳經(jīng)理不在時， 值班經(jīng)理有絕對的權(quán)利做決定。
75.?Monitors current home status, room availability
76.?熟知當(dāng)前的房態(tài)及可賣房情況。
77.?With approval, adjust rate strategies if revenue opportunities demands.
78.?如有提高收益的機會，得到相應(yīng)批準(zhǔn)后，調(diào)整房價政策。
79.?Monitor efficiency levels in Front Office.
80.?監(jiān)督前廳部的工作效率。
81.?Ensures Front Office Service Associate staffing deployment appropriate for business volume.
82.?保證前廳賓客服務(wù)員的人手安排根據(jù)營業(yè)狀況合理得到分配。
83.?Ensures all employees are performing the assigned tasks with adhered the standards.
84.?保證所有的員工按標(biāo)準(zhǔn)完成所分派的任務(wù)。
85.?Monitor wastage and energy consumption throughout the Resorts.
86.?監(jiān)督全度假村能源的損耗情況及用量。
87.?Ensures all employees are practicing recycle wastage at all times.
88.?確保每個員工能夠始終做好廢物再利用。
89.?Contribute suggestions concerning ??Environmental issues.
90.?為環(huán)保方面提供良好的建議。
91.?Maximizes every opportunity to increase revenue by up selling the Value Guest Rate program.
92.?通過促銷超值房價來爭取每一個機會以擴大利潤。
93.?Responsible for providing accurate Rooms Revenue report and report all finding of discrepancies.
94.?提供準(zhǔn)確的客房收益報告和匯報所發(fā)現(xiàn)的差異。
95.?Highlights important points from Daily VIP arrival list, occupancy forecast vs. Actual occupancy. Review the previous activities and discuss about the positive and negative performances.
96.?關(guān)注每日抵店貴賓報告中的重點內(nèi)容及預(yù)計客房出租率和實際客房出租率，回顧前期的行為，并討論積極和消極的表現(xiàn)。
97.?Highlights VIP arrivals, reviews meeting and banquet functions for the day, reviews positive and negative comments received, inform employees on room status situation.
98.?注意貴賓客人的抵達，檢查每日的會議和宴會，回顧收到的肯定和否定的意見，通知員工房態(tài)狀況。
99.?Checks and verifies the Rate Variance Report and informs the Front Office Manager of any irregularities in rates accorded.
100.?檢查和核對房價差異報表， 有任何不妥之出及時通知前廳部經(jīng)理。
101.?Checks on High Balance Reports on the weekends and on Public Holidays.
102.?周末和公共假期檢查高額風(fēng)險報表。
103.?Ensures that no-show report is handed over to the Front Office Manager to review no-show charges the next day.
104.?在第二天確保no-show報告準(zhǔn)時遞交前廳部經(jīng)理參閱。
105.?Ensures all relevant reports are printed and signed off, filed or handed over to Morning Shift.
106.?確保所有相關(guān)報告的打印和簽收， 并且存檔轉(zhuǎn)交給早班。
107.?Authorizes all rebates and paid-outs according to the limits set by Management.
108.?根據(jù)管理權(quán)限， 所有帳目沖減和信用卡提現(xiàn)必須給予批準(zhǔn)。
109.?Inspections the lobby, public areas and the heart of house, taking corrective action where needed.
110.?巡視大堂，公共區(qū)域和中心區(qū)。 有任何不妥之處， 立即采取行動。
111.?Regularly walks around the lobby to establish rapport with the guest, play a customer contact role.
112.?定期巡視大堂，與客人交談，與他們建立良好關(guān)系。
113.?Be responsible and receptive to guest complaint, should analyze and within the limitation set, make correct and quick decision to ensure total guest satisfaction whilst also protecting the hotel property and revenue.
114.?負(fù)責(zé)接受客人的投訴對之分析并在權(quán)限范圍內(nèi)做出快速正確的判斷，以確?？腿说臐M意度及保證酒店的財產(chǎn)和收入。
115.?Services will be professional and predictable but flexible enough, when necessary, to adhere to the individual needs and wants of guests.
116.?服務(wù)要專業(yè)及有預(yù)見性，而且要在有需要時有充分的靈活性以達到客人的期望值。
117.?Maintains a detail record of all incidents (guest or employee) all finding and other relevant items to the events in the Logbook. Where discretion is required, reports directly to Front Office Manager.
118.?確保詳細(xì)記錄發(fā)生所有意外（客人或員工）和其他相關(guān)的事件在交接本上。有必要時，直接向前廳部經(jīng)理報告。
119.?Maintains record of guest feedback and takes remedial action to resolve problems.
120.?記錄客人反饋的意見并加以解決。
121.?Coordinates and cooperates with all other operating department and must have strong relationship and interaction with all Resorts guest, visitors and members of the local community.
122.?與其他運作部門進行協(xié)調(diào)合作，并和所有度假村客人，拜訪人員和當(dāng)?shù)卣M織建立良好的關(guān)系。
123.?Attends meetings as required by the Front Office Manager.
124.?按規(guī)定參加前廳部經(jīng)理組織的會議。
125.?Ensures there is a healthy and strong communication link between the various Front Office Department and other department.
126.?確保前廳各部門之間以及建立與其他部門之間良好的溝通。
127.?Ensures briefings and shift hand-over are carried out in a professional and regular manner.
128.?確保簡會和交接班要簡明、扼要及專業(yè)。
129.?Monitors performance standards, reporting issues / concerns as needed.
130.?監(jiān)督服務(wù)標(biāo)準(zhǔn)，必要時須向上級匯報。
131.?Models the Vision, value and behavioral standard set forth by the Management.
132.?以管理層設(shè)定的要求樹立榜樣。
133.?Should present himself as a Senior representative of managers in handling of all guest request and complaint concerning services affecting the Resorts operations.
134.?需要代表度假村管理層解決客人需要及處理涉及服務(wù)以至影響酒店運作的投訴。
135.?To provide supervision, direction and leadership to all Front Office personnel, to be firm but fair treatment to all employees.
136.?對于前廳的員工進行監(jiān)督，指導(dǎo)和領(lǐng)導(dǎo)，確保公平公正地對待所有員工。
137.?Ensures all confidentiality of the guest is strictly enforced.
138.?確?？腿说膫€人信息得到嚴(yán)格地保密。
139.?Directly supervises the Front Office employees and ensure the punctuality, proper appearance and correct behavior of the night guest Service Associate, telephone operators and bellman.
140.?直接監(jiān)管前廳部員工以確保上通宵班人員包括總機及禮賓部員工工作的出勤率及其儀容儀表及工作表現(xiàn)。
141.?Observes the activities of F&B outlets with the outlet managers / supervisor concern and reports any discrepancies to the Front Office Manager / F&B department.
142.?與餐飲部服務(wù)經(jīng)理一起監(jiān)管餐飲部狀況，并向前廳部經(jīng)理及餐飲部上報任何服務(wù)上的差異。
143.?Maintains and keeps a logbook for documenting relevant activities and events daily.
144.?每日在工作交接本上記錄相關(guān)的活動和宴會會議。
145.?Shall oversees the Resorts overall operation during the night and work very closely with Security department.
146.?在夜間，應(yīng)監(jiān)管整個度假村的營運狀況，并且與保安部保持密切的聯(lián)系。
147.?Ensures proper hand-over of logbook and information at the end of each shift.
148.?換班時確保工作交接本和信息的交接。
149.?Record all physical defects identified and use appropriate work order forms.
150.?記錄所有存在的缺陷并開具相應(yīng)的施工單。
151.?Reports directly to the Front Office Manager regarding important information, problems and relevant actions taken, on and on going basis throughout the day.
152.?及時直接向前廳部經(jīng)理報告重要信息，問題和采取相應(yīng)措施。
153.?Ensures everyone takes ownership of Resorts equipment’s and timely reporting of malfunction or maintenance deficiencies to appropriate area.
154.?確保所有的人在維護酒店設(shè)備上都有主人翁精神，將設(shè)備的故障或需要維修的地方及時報告給相關(guān)部門。
155.?Overseas maintenance and handling of equipment used and reporting malfunction or maintenance deficiencies to appropriate area.
156.?監(jiān)控設(shè)備的使用和維修并向相關(guān)部門匯報故障和所需維修的地方。
157.?Should at all times act as eyes and ears of Hotel Management, immediately relaying information and details.
158.?一貫保持成為管理層有力的左右手，有新信息即時上報所有信息和細(xì)節(jié)。
159.?Adheres to the procedures set for attendance and time keeping.
160.?堅持考勤程序的執(zhí)行。
161.?Adheres to the provision outlined in the Employee’s Handbook, Disciplinary Code and Rules and Regulations.
162.?堅持貫徹員工手冊，獎懲措施，規(guī)則章程中的規(guī)定。
163.?Reduces waste supplies and materials by re-using or selling.
164.?通過廢物再利用和賣舊貨減少物資浪費。
165.?Recycles, whenever possible.
166.?盡可能地循環(huán)再用。
167.?Ensure implement OHSAS18001.
168.?堅持履行職業(yè)健康安全體系的標(biāo)準(zhǔn)
169.?Finishing other work assigned by superior leader.
170.?完成上級分配的其它工作。
171.?Performs any other duties or tasks as assigned by the Director of Guest Service.
172.?執(zhí)行和完成賓客服務(wù)總監(jiān)分配的其他管理職責(zé)和特定的工作。
173.??Ensures all Front Desk personnel are familiar with emergency procedures. In case of such situation, coordinates all actions with primary focus on life and second on property protection.
174.?確保所有部門員工熟悉緊急程序，萬一發(fā) 生緊急事件，一切以生命第一，財產(chǎn)第二的原則采取措施。
175.??Fully responsible for all emergency cases in the absence of the General Manager, Deputy ?General Manager and Division Heads. Must be thoroughly knowledgeable with the resort emergency procedures. Ensures maximum safety of the guests, patrons and employees during emergencies, the protection of the resort’s interest must be the major concern of him.
176.?在總經(jīng)理，副總經(jīng)理和部門總監(jiān)不在的情況下，負(fù)責(zé)處理所有緊急事件。必須完全了解度假村的應(yīng)急程序，確保在緊急情況發(fā)生時，顧客和員工的安全能得到最大的保證。并要注意度假村利益的保護。
177.??Finish extra tasks arranged by superior randomly.
178.??完成上級臨時安排的其他工作任務(wù)
Qualification: 任職要求
1.?Presentable, Communication skills, Good Health， Articulate.
2.?良好的外貌，溝通良好，身體健康，語音清晰
3.?Fluent in oral and written English.
4.?流利的英文口語及書寫能力
5.?College graduate or Certificate in resort Management.
6.?大學(xué)畢業(yè)文憑或度假村管理畢業(yè)證書
7.?At least 2 years’ experience in same Operations.
8.?至少2年的同職位工作經(jīng)驗
9.?Leadership skills and excellent inter-personal skills, Displays initiative, commitment to professional values and integrity.
10.?領(lǐng)導(dǎo)能力和人際交往能力,主動性,專業(yè)價值和誠信為承諾
11.?Able to work flexible hours.
12.?能適應(yīng)靈活的工作時間
13.?Demonstrate and practice the Guiding Principle according to the Libre Resort One Team One Way towards excellence.
14.?根據(jù)麗朗度假村齊心協(xié)力，步調(diào)一致，力爭卓越的企業(yè)文化來實踐和體現(xiàn)我們的指導(dǎo)原則。
15.?In the absence of other managers.
16.?如果其他部門經(jīng)理不在時：
17.?Authorizes paid-out, rebates, cash advances, check acceptance per established procedure.
18.?依據(jù)程序授權(quán)現(xiàn)金退款，沖減，信用卡提現(xiàn)，支票接受。
19.?Authorizes billing requests and grants credit arrangement in line with the Resorts’ laid down policies.
20.?根據(jù)的政策，對付帳方式和信貸關(guān)系允許使用信用卡授予權(quán)力。
21.?Coordinates all necessary action to be taken to ensure maximum possible guest satisfaction within the prescribed procedures of the Resorts.
22.?根據(jù)酒店規(guī)定的程序，協(xié)調(diào)所有必要的措施，以盡可能地保證客人最大程度的滿意。
23.?Must assist and promote inter-Resorts sales and in-house facilities.
24.?必須協(xié)助和提高酒店內(nèi)部產(chǎn)品的銷售以及客房的設(shè)備。
25.?If necessary, conduct house inspection for Incentive Groups in the absence of a sales person.
26.?在銷售代表缺席的情況下，如有必要跟蹤獎勵團隊的情況。
27.?Maintain and updates standard operation manual.
28.?修改和更新標(biāo)準(zhǔn)操作程序手冊。
29.?To practice sound decision making and evict undesirable persons from the hotel.
30.?察言觀色，婉拒不受歡迎的人。
31.?In the event of full house situation,coordinates with Front Office Manager to relocate guest to another hotel and issued Pledge Relocates accordingly.
32.?如果出現(xiàn)滿房的情況，與前廳部經(jīng)理討論協(xié)調(diào)，把客人妥善安置到其他酒店，發(fā)給客人免費住宿券。
33.?Performs any other duties or tasks as assigned by the Front Office Manager.
34.?執(zhí)行和完成前廳部經(jīng)理分配的其他管理職責(zé)和特定的工作。
35.?Ensures that procedures set with regards to guest confidentiality are strictly adhering to.
36.?確保有 關(guān)對客保密的程序嚴(yán)格地執(zhí)行。
37.?Ensures all Front Desk personnel are familiar with emergency procedures. In case of such situation, coordinates all actions with primary focus on life and second on property protection.
38.?確保所有部門員工熟悉緊急程序，萬一發(fā) 生緊急事件，一切以生命第一，財產(chǎn)第二的原則采取措施。
39.?Coordinates with Security in investigation of irregularities if required.
40.?如有需要，與保安部合作調(diào)查一切異常情況。
41.?Monitors report and make recommendations on security and safety issues, both guestand employees as noted during shift.在當(dāng)班過程中檢查，匯報并提出一切有關(guān)客人和員工安全保安方面的建議。
42.?Schedules and regularly conducts routine inspection of all areas directly pertaining to resorts?operations, closely scrutinizing to ensures all minimum standards are meet and exceeded.
43.?定期巡查度假村公共區(qū)域，確保要細(xì)節(jié)上達到并超越酒店最低標(biāo)準(zhǔn)。
44.?Is fully responsible for all emergency cases in the absence of the General Manager, Resident?Manager and Division Heads. Must be thoroughly knowledgeable with the hotel emergency procedures. Ensures maximum safety of the guests, patrons and employees during emergencies, the protection of the hotel’s ?interest must be the major concern of him.
45.?在總經(jīng)理，駐店經(jīng)理和部門總監(jiān)不在的情況下，負(fù)責(zé)處理所有緊急事件。必須完全了解酒店的應(yīng)急程序，確保在緊急情況發(fā)生時，賓客和員工的安全能得到最大的保證。并要注意酒店利益的保護。
46.?Shall take control over small emergency situation and exercise authority confidentiality in some?cases.
47.?處理突發(fā)事件以及對其進行保密。
48.?Ensures that the environmental initiatives are adhered to in the work?place.
49.?堅持環(huán)保優(yōu)先的工作環(huán)境。
50.?Observes departmental best practices.
51.?觀察部門最佳操作規(guī)程。
52.?Is personally committed to Libre Resort ’s Vision, Mission and Values.
53.?遵守對麗朗度假村酒店的前景，使命和價值觀的個人承諾。
54.?Communicates the Vision, Mission and Values to all staff.
55.?與員工交流酒店前景，使命和價值觀。
56.?Knows, understands and is committed to the principles of Libre Resort Care.
57.?認(rèn)識，了解并忠誠于熱情好客麗朗度假村原則。
58.?Leads the implementation of ?Libre Resort Care training to the Department.
59.?領(lǐng)導(dǎo)部門實施熱情好客麗朗度假村情的培訓(xùn)。
60.?Fully implement Libre Resort Experience to the Department.
61.?領(lǐng)導(dǎo)部門全面貫徹麗朗度假村體驗。
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