Main Responsibilities 主要責(zé)任
The?Duty Manager?is responsible and accountable, under the direction of the Asst. Front Office Manager, for the efficient overall day to day operations of hotel whilst on duty. ?They are to maintain the highest standard of guest service and satisfaction. ?The Duty Manager?is responsible for engendering team spirit and motivation in all staff. ?They must also be fair and just in any staff disciplinary action required. ?The Duty Manager is also expected to be a "hands-on" Manager. By this, we expect that they be prepared to lend "hands-on" assistance if a hotel area/department becomes very busy. ?It must be emphasized that this "hands-on" assistance must be approached with the "hotel as a whole" in mind, and must not be detrimental to the efficient operations of other areas.
值班經(jīng)理在前廳部經(jīng)理的直接領(lǐng)導(dǎo)下，在當(dāng)班期間負(fù)責(zé)整個(gè)酒店的正常運(yùn)作。要保持最高的服務(wù)水準(zhǔn)和贏得客人最大的滿意。值班經(jīng)理對增強(qiáng)員工的團(tuán)隊(duì)意識和工作積極性負(fù)有責(zé)任。并要公正地對待任何一名員工的違紀(jì)行為。值班經(jīng)理要成為經(jīng)理的助手。當(dāng)酒店非常忙的時(shí)候，值班經(jīng)理要進(jìn)行協(xié)助工作。需要強(qiáng)調(diào)的是值班經(jīng)理必須有酒店的整體意識，不能妨礙其它部門的有效運(yùn)轉(zhuǎn)。
Main Responsibilities 主要責(zé)任
1.?As a representative of Senior Management, the Duty Manager?will be called upon to deal with guest problems and/or complaints. ?In dealing with these situations, the Duty Manager?must ensure that they use tact and diplomacy and remain within the organizational policy in rectifying these situations.
作為酒店高級管理層的代表，值班經(jīng)理要負(fù)責(zé)處理客人的問題和投訴。在處理這些情況的時(shí)候，值班經(jīng)理要運(yùn)用自己的聰明才智和外交手腕在酒店組織政策許可的范圍內(nèi)處理好這些問題。
2.?The ?Duty Manager?is responsible for receiving and escorting all VIP’s and ensuring that they feel comfortable and welcome on arrival to the hotel.
值班經(jīng)理要負(fù)責(zé)重要客人的迎領(lǐng)工作。要確保重要客人抵達(dá)酒店時(shí)感覺舒適并受到了熱情的歡迎。
3.?The Duty Manager?is responsible for the security control of all hotel keys whilst on duty.
在當(dāng)班時(shí)，值班經(jīng)理根據(jù)安全需要負(fù)責(zé)控制整個(gè)酒店的鑰匙。
4.?Responsible for security checks of the entire hotel and its equipment on a regular basis each day/evening.
每天/晚需要負(fù)責(zé)進(jìn)行整個(gè)酒店的安全和日常的設(shè)備檢查工作。
5.?Responsible for attending to, resolving or acting upon any alarms or security breaches that may occur whilst on duty.
負(fù)責(zé)解決當(dāng)班期間發(fā)生的安全問題。
6.?The Duty Manager is to ensure and oversee that the Receptionist/Cashier shift procedures/duties are completed on time and are procedurally correct.
值班經(jīng)理要負(fù)責(zé)監(jiān)督接待員、收銀員及時(shí)準(zhǔn)確地完成本職的日常工作。
7.?To ensure that computer reports are done as scheduled.
要確保日常電腦報(bào)告的完成。
8.?To ensure that on-going pertinent/relevant logbook communication to other shifts is maintained.
負(fù)責(zé)向其它班次協(xié)調(diào)交班記錄上需要溝通的事項(xiàng)。
9.?To assist all area in the Front Office Dept. whilst on duty as required.?(Tel: Operator, Reception, FO cashier, Concierge, Bell Desk, Health Center, Business Center)
在當(dāng)班時(shí)間根據(jù)需要協(xié)助前廳部所有崗位的工作。(總機(jī)、接待、前臺收銀、禮賓部、行李臺、健身中心、商務(wù)中心)
10.?Responsible for assisting in a "hands-on" capacity should the need arise in any outlet or area in the Hotel.
當(dāng)酒店的餐廳或者其它崗位需要人手時(shí)負(fù)責(zé)協(xié)助工作。
11.?Brief incoming DM’s on items to be followed-up.
向接班的值班經(jīng)理簡要介紹需要落實(shí)的有關(guān)事項(xiàng)。
12.?Maintain daily an accurate record in the DM’s logbook of items and incidents which may be of concern to management and /or which may require further attention.
如果是管理層需要的或者日后可能需要注意的事情，要如實(shí)地記錄在值班經(jīng)理的交班記錄本上。
13.?To assist as required/requested with the solving of any guest complaints/upsets.
根據(jù)需要協(xié)助解決客人的投訴和問題。
14.?To ensure all outlets open/close on time.
確保所有的餐廳按時(shí)開門/關(guān)門。
15.?Responsible for ensuring all outlets are securely locked-up at their respective close of trading.
負(fù)責(zé)在所有的餐廳結(jié)束營業(yè)時(shí)，進(jìn)行安全檢查。
16.?The Duty Manager?is responsible for acting fire and emergency procedures and for contacting Senior Management in case of a fire or emergency whilst on duty.
值班經(jīng)理要負(fù)責(zé)執(zhí)行防火和安全條例，在當(dāng)班時(shí)一旦發(fā)生火災(zāi)或安全問題要同酒店的高級管理人員聯(lián)系。
17.?Responsible in the absence of the Purchasing Manager and Storeman for receiving/issuing supply of stocks required to all outlets and for ensuring all relevant orders are completed and authorized in line with the purchasing procedures.
在采購部經(jīng)理和保管員不在時(shí)，根據(jù)所有餐廳的需要，負(fù)責(zé)倉庫物品的收發(fā)工作。所有有關(guān)訂購的事宜要完全按照采購部的工作程序。
18.?To ensure that you as a Asst Duty Manager?are constantly aware of and `up-to-date' with all happenings and operations within the hotel. ?It is vital that you have an obvious presence throughout the hotel, and be visible and moving through public areas and departments continually whilst on duty.
作為一名值班經(jīng)理，要始終密切關(guān)注酒店的運(yùn)作和最新發(fā)生的所有事情。當(dāng)班期間，必須時(shí)刻巡視酒店的各個(gè)公共區(qū)域和各部門，令員工時(shí)刻意識到你的存在。
19.?Responsible for ensuring clear and constant communication lines are kept with all staff and hotel departments.
要負(fù)責(zé)同所有的員工和酒店的各個(gè)部門保持良好的溝通。
20.?Responsible for providing change to other departments and the correct balancing of the main safe float.
負(fù)責(zé)同其它的部門換錢并要保證備用金的安全和準(zhǔn)確。
21.?Ensure that you as an Asst Duty Manager?are completely aware of all hotel's services and facilities, outlet operating hours and scope of service.
作為值班經(jīng)理要對酒店的服務(wù)質(zhì)量和設(shè)施設(shè)備以及餐廳的營業(yè)時(shí)間及服務(wù)范圍了如指掌。
22.?Responsible for on going pertinent/relevant log book communication to other shifts/departments.
負(fù)責(zé)向其它班次/部門協(xié)調(diào)交班本上有關(guān)需要溝通的事項(xiàng).
23.?To acquire through training provided a comprehensive knowledge of hotel's Property Management?System (OPERA), Telephone System, Paging System and in-house Movie System.
通過培訓(xùn)，要掌握酒店電腦系統(tǒng)(OPERA)、總機(jī)系統(tǒng)、傳呼系統(tǒng)和酒店影視系統(tǒng)的綜合知識。
24.?Responsible for adhering to hotel staff rules and regulations as detailed in hotel’s staff handbook.
要遵守酒店的店規(guī)店紀(jì)和員工手冊。
25.?Reviews / follows up matters in Asst Duty Manager logbook
復(fù)閱并落實(shí)大堂副理的工作日志。
26.?Checks with Front office supervisor for room status for the day
與前臺主管核實(shí)全天的客房情況。
27.?Checks daily arrival list for VIPs, regular and all FIT guests. Introduces hotel facilities and special services to guests while rooming. Follows up checks-in.
當(dāng)天核查重要客人、常客及所有非團(tuán)體外籍客人的抵店清單。客人住房登記時(shí)，應(yīng)向客人介紹酒店各項(xiàng)設(shè)施及特殊服務(wù)，并落實(shí)客人入住手續(xù)。
28.?Co-ordinates and follows up immediately with Executive Housekeeper and Engineering Department for any request of guest regarding maintenance and repair in the guestrooms.
客人所提出的客房任何維修服務(wù)時(shí)，應(yīng)立即與行政管家和工程部聯(lián)系合作。
29.?Inspects floors, guestrooms?and public areas regularly.
定期檢查地面、客房及公共區(qū)域。
30.?Check, make sure that posters, frame and function notice are properly maintained and makes sure the elevators are clean and in proper condition.
檢查確保行李架結(jié)構(gòu)與功能完善，電梯清潔，運(yùn)行良好。
31.?Oversees the daily movement of guest activities and be able to resolve any guest complaints and to establish an amicable relationship with guests, clients and customers of the Hotel.
觀察客人的日常行為和活動(dòng)，消除客人的不滿并且同客人以及酒店的客戶建立起友好的關(guān)系。
32.?Through close supervision, recommends improvement in operation, especially in the aspects of developing better service standards, increasing revenue and reducing costs.
通過細(xì)致入微的管理，改善酒店的運(yùn)作，特別是在提高服務(wù)標(biāo)準(zhǔn)，增加酒店收入及減少損失方面。
