工作職責：1.To support the overall strategic management of the hotel by establishing effective working relationships with senior colleagues:
in particular, the Asst.Executive HSKP, Outlet Manager, Duty Security Supervisor, Fitness Centre Manger, Duty Engineering.通過和管理層建立良好的工作關系來支持酒店的管理戰(zhàn)略，尤其是和客房部行政副管家、各餐廳經(jīng)理、值班保安主管、健身中心經(jīng)理，值班工程師。2.Assists the Front Office Manager in all aspects of their duties. Reports to and communicates with the Assistant Front Office Manager or Front Desk Manager on all pertinent matters affecting guest service and hotel operations.協(xié)助前廳部經(jīng)理管理各方面工作, 向前廳部副經(jīng)理、前廳部經(jīng)理匯報并就所有與賓客服務及酒店運作相關的問題進行溝通。3.Actively support the Business Development department by ensuring that Front Office team members are fully trained and committed to drive revenue through activities such as upselling\seasonal product selling\Transportation revenue. Ensures front line staffs complies with FIT marketing techniques and maximize sales.確保前廳部的員工接受規(guī)范的促銷培訓并確保能夠通過促銷追求利潤,如房間增銷及酒店季節(jié)產(chǎn)品銷售、客租收入,確保一線員工遵從散客市場技巧并最大化的進行銷售，以此來積極支持商務發(fā)展部的工作。4.Actively corporate with HSKP to achieve the planned operational profit margins in Rooms. Control the availability of rooms, rooms types, accuracy of room count and rate categories. Maximize occupancy, revenue and average rate while maintaining high service standards積極地與客房部合作從而完成所有有關房務部計劃的利潤。管理房間空余情況、房間類型、房間出租率和價格類型的準確性等，在保持服務的高標準的同時將入住率、收益和平均價格最大化5.Communicating effectively with Housekeeping and Groups & Tours about any in－h(huán)ouse groups holding Catering events, ensuring direct liaison with Group Leaders upon arrival for special requests.積極地和客房部溝通，對于一些住客的會議團隊，積極有效地和旅行社保持聯(lián)系，以確保團隊領隊在到達時能享受特殊的優(yōu)質(zhì)服務。6.To co－ordinate with Engineering and Housekeeping Departments to ensure maintenance and cleanliness. Ensure follow－up procedures are maintained.和工程部及客房部協(xié)作，確保所有的維修保養(yǎng)和清潔都被完成，確保所有的跟進程序有在進行。7.Be aware of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out掌握信用政策和程序，并與財務部密切聯(lián)系，以確保信用程序的完全執(zhí)行8.Know system recovery procedures.掌握系統(tǒng)復原程序9.Interpret computer reports.分析電腦報告10.Submitted the reports relating to that area on time.（e.g, Guest complaint & investigation summary report, daily courtesy call report.）按時上交相關工作報告（如，月度客人投訴、分析匯總報告，每日客人問候電話）11.Submitted the cost analysis report （Guest Amenities, Over time, Office Supplies, other related expenses） to FOM by monthly and have the sense to control the operation costs in a detailed and structured manner..每月上交成本分析報告（客人禮遇品使用、加班、辦公用品、其他相關費用）給前廳部經(jīng)理，需具有成本控制的理念和采用適合的方法。12.Ensures that work schedules/rosters are written according to hotel needs and compliance to labour laws and all labour costs are flexed according to levels of demand / activity / season. Preparation of efficient work schedule for Guest Service Manager& Guest Relation Officer, arranging holidays and vacation, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures.確保排班表是根據(jù)酒店的需求制定的并遵循了勞動法, 所有的勞動力是根據(jù)需求/活動/季節(jié)來合理安排的。在考慮項目入住情況和預測以及大規(guī)模的團組活動，特別是關于提前或延遲到達及離店的情況的前提下,值班經(jīng)理和賓客關系主任要合理按高效的工作班次，以及節(jié)日和假日。13.To manage all the direct reports in a professional and motivating fashion.用專業(yè)的和激勵的方法管理直接管理范圍內(nèi)的團隊成員。14.To have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both customers and colleagues.保持一個積極的態(tài)度，履行個人的職責和主動權去解決問題，永遠和你的客人和員工進行清晰明了的溝通。15.To be motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve your personal performance.目的明確地，堅定地，熱情洋溢地執(zhí)行所有工作任務，把握時機去學習新的工作技巧和知識，以改進和提高你個人的績效。16.To maintain high team focus by showing co－operation and support to colleagues in the pursuit of team goals. Provides functional assistance and direction to all departments.主張團隊的中心，是展示團結(jié)協(xié)作和支持同事達成團隊目標。向所有部門提供功能性支持和指導。17.Conduct routine inspections of all Front Office areas. Monitors appropriate standards of conduct, uniform, hygiene, and appearance of staff. Responsible to ensure best quality of cleanliness throughout the entire Front Office Department Supports and assists Front Office personnel and all departments at peak periods. 對前廳部的各個區(qū)域例行檢查。監(jiān)督員工的行為、制服穿著、衛(wèi)生和外表形象。確保前廳部所有部門和區(qū)域的衛(wèi)生狀況良好。在高峰期向前廳部工作人員和其它所有部門提供支持和協(xié)助。18.Actively follow up on SALT & QA reports instituting corrective actions in a fast and effective manner. Agreeing and implementing actions to make improvements to customer service積極跟進SALT和QA有效率的采取整改措施，同意并實施以行動去提高對客服務的質(zhì)量。19.Personal activity the HHonors enrolment and always drive the HHonors program in the hotel, achieve the enrolment target.完成希爾頓榮譽會員的引入計劃及希爾頓榮譽客會計劃推動。20.Ensures that existing HHonors members receive personal and professional service that recognizes them as important guests and that their benefits are received.認知希爾頓榮譽客會會員客人。確保他（她）們能收到個性化、專業(yè)化的服務以及相應的優(yōu)惠政策。21.To be aware of current market conditions, including events, competitor activities and promotions.了解清楚競爭現(xiàn)有市場情況，包括競爭對手的活動，價格和促銷。22.Well manage the situation of overbooking the hotel on same day, ensure all out bookings are carried out by a member of management and the hotel policy is applied.遵循酒店客房超訂的政策，管理并確保所有超額預訂的對外訂房都被執(zhí)行和妥善管理。23.Ensures VIP rooms are checked on a daily basis. Welcome VIP guest, rooming, and sending off VIP guests.確保每天檢查VIP客人的房間。迎接貴賓，為其安排房間并在其離店時送行。24.Adhere to the hotel’s security and emergency policies and procedures.堅持酒店安全制度、緊急情況處理規(guī)定和程序。25.Ensure staff adhere to Standards and Procedures for cash handling. Maintain own cash float.確保員工遵守現(xiàn)金處理標準和程序。檢查備用金使用情況。26.Actively seeking verbal feedback from customers by daily courtesy call, and complete the courtesy call report to submit to Front Office Manager.積極地通過問候電話獲取客人的入住體驗，并填寫報告上交前廳部經(jīng)理。27.Positively dealing with and learning from customer complaints and comments with follow up and feedback to the Assistant Front Office Manager or Front Office Manager. Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the hotel.以明確地的態(tài)度、正確地對待和處理客人投訴和反饋意見，跟進并向前廳部副經(jīng)理或前廳經(jīng)理報告，并從中學習。對各種狀況做出反應，以確保來賓被及時的禮貌接待并得到充分的注意和重視。28.Review arrival lists and anticipate needs. Maintain guest histories to assist with returning guests. Update Guest Profile maintenance through the tool of CRM.檢查到達旅客名單并預測各種可能的需要,記錄保持客人歷史記錄，以便更好地給再次入住的客人提供優(yōu)質(zhì)的服務。通過CRM工具維護、更新客史檔案。29.Analyses and approves discounts and rebates. Analyses the rate variance report to ensure room’s revenue control.分析和批準打折相關事宜,分析房價差異報告以保證客房收入。30.Takes action with the Onq System in emergency situation. Fully conversant with all hotel emergency procedures.在緊急情況下按照酒店要求操作酒店管理系統(tǒng)（Onq）。熟知酒店緊急情況所有處理程序。31.Maintain a presence in the lobby setting the example for team members for guest service出現(xiàn)在大堂進行對客服務，讓員工學習，起典范作用。32.Be Pro－Active towards guests, assisting them with any reasonable requests, making sure all customer requests and queries are responded to promptly and effectively, and training all team members to see these things before the guests ask.積極主動的面對客人，協(xié)助他們接近合理的需求，確保所有的客人要求和問題都迅速和有效地響應和處理。培訓所有員工提前預知客人要求。33.Having detailed knowledge of Hilton Brand Standards. Ensure that brand standards / use of logo are never compromised.掌握部門的希爾頓品牌標準的詳細內(nèi)容；確保不違反希爾頓的品牌標準和logo的使用規(guī)定。34.Being able to explain the Standards to the team and training each team member individually with specific job skills checklists that relate to their responsibilities.有能力向團隊解釋標準的要求，同時給各個員工個人進行相關的專業(yè)的工作技巧培訓并完全培訓檢查表。35.Demonstrate positive leadership characteristics which inspire Team Members to meet and exceed standards. 展示及發(fā)揮你積極的領導力，鼓勵員工努力達到和超越標準的要求。36.Provides input for Front Office meetings. Ensuring the shift is reviewed and handovers and briefings are carried out.為前廳部會議提供信息,確保各個班次的工作及時的得到回顧并在每日的交班會中與團隊成員分享。37.Keeping the team up－to－date about departmental, hotel and company activities through regular communication meetings & memos.保證團隊能一直獲取部門、酒店和公司的最新的活動信息，通過定期的溝通會議和備忘錄。38.Effective training programs for all Front Office team members, work closely with departmental master trainer and complete departmental training plan.積極地對前廳部員工進行培訓, 與部門培訓師緊密配合，完成部門整體培訓計劃。39.Staff Supervision of Night shift staff: Contractors; Porters, Cleaners, Room Service staffs and works with Human Resources to ensure their performance is effectively managed.對夜崗人員進行監(jiān)督：包括外包人員、搬運工、保潔人員、客房送餐人員等，并與人力資源部門合作，以確保對上述人員的工作情況進行有效管理。40.Oversees the Night Audit Function：監(jiān)督夜審工作：（1）Develop, update and train standards and procedures. 就各項標準和程序進行開發(fā)、更新和培訓。（2）Produce Revenue Reports.制訂收入報告。（3）Perform file back up maintenance.做好檔案備份維護工作。（4）Review all audits and reconciliation of daily sales transactions of front office and all outlets, balancing all cash registers and
reporting discrepancies to Front Office Manager.檢查所有夜審工作和前廳部及各營業(yè)場所的日常銷售交易的核對，對所有收銀機進行檢查并向前廳部經(jīng)理報告各種異常情況。（5）Week end and Month end reports completed in line with policy.依照政策規(guī)定完成周小結(jié)和月度小結(jié)。（6）Advise Front Office Manager of recurring errors.就反復出現(xiàn)的失誤情況向前廳部提供建議。41.To carry out any other reasonable duties and responsibilities as requested by the Front Office Manager.根據(jù)前廳部經(jīng)理的要求，執(zhí)行其它合理的責任和任務。任職資格：1. 大專及以上學歷，專業(yè)不限；2. 具備1年以上高星酒店相關行業(yè)工作經(jīng)驗，有值班經(jīng)理經(jīng)驗者優(yōu)先；3. 熟悉酒店前臺運營管理流程，具備良好的組織協(xié)調(diào)能力和問題解決能力；4. 具備良好的溝通能力和服務意識，能夠有效處理顧客投訴；5. 能夠熟練使用辦公軟件進行數(shù)據(jù)分析；6. 工作積極主動，責任心強，能夠承受一定的工作壓力。
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