【職位描述】
What will I be doing?
As the Front Office Manager, you will be responsible for performing the following tasks to the highest standards:
? Maintain high customer service focus by approaching your job with the customers always in mind.
? Have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both customers and colleagues.
? Motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve your personal performance.
? Be flexible, responding quickly and positively to changing requirements including the performance of any tasks requested of you.
? Maintain high team focus by showing cooperation and support to colleagues in the pursuit of team goals.
? Contribute ideas and suggestions to enhance operational / environmental procedures in the hotel.
? Actively promote the services and facilities of Hilton hotels to guests and suppliers of the hotel.
? Actively seek verbal feedback from customers and team members at every opportunity.
? Agree and implement actions to make improvements to customer service.
? Positively dealing with and learn from customer complaints and comments with follow-up and feedback to the Director of Operations.
? Make sure all customer requests and queries are responded to promptly and effectively while assisting on the floor during peak periods each day.
? Be available to assist on duty in the hotels during any busy days or special events.
? Maintain a presence in the lobby setting the example for team members for guest service.
? Be proactive towards guests, assisting them with any reasonable requests, and training all team members to see these things before the guests ask.
? Have detailed knowledge of Hilton departmental standards, explaining the standards to the team and training each team member individually with specific job skills checklists that relate to their responsibilities.
? Assess team members’ performance against standards.
? Monitor standards through regular standards review checks.
? Develop action plans to address shortfalls in standards and identify shortfalls before they affect customer service.
? Implement and follow through with improvements identified.
? Demonstrate positive leadership characteristics which inspire team members to meet and exceed standards.
? Prepare rosters and job schedules for team members to meet business needs (taking into consideration internal activities, occupancy and external events, promotions etc.).
? Communicate effectively with Housekeeping, groups and tours about any in-house group holding catering events, ensuring direct liaison with group leaders upon arrival for special requests.
? Describe, assign and delegate duties and authority for the operation of the department at all times.
? Understand the situation in other departments and their implications for your own department.
? Plan ahead and ensure adequate resources are available.
? Coordinate with the Housekeeping department to ensure cleaning is followed-up, ensuring that follow-up procedures are maintained.
? Ensure that the shift is reviewed, handovers and briefings are carried out.
? Maintain in-depth technical knowledge and skills required for the job.
? Maintain guest histories to assist with returning guests.
? Establish good communication with the Housekeeping team.
? Attend and participate in regular operational and hotel meetings.
? Ensure that supplier liaison with the Purchasing team ensures maximum support with regards to sponsorship, marketing and pricing initiatives.
? Responsible for the maximization of room revenue and profit through commercial room management, ensuring a consistently high standard of customer service within the department.
? Make all decisions regarding overbooking the hotel on the same day, ensure all out bookings are carried out by members of the Management and that overbooking levels for future days will be monitored by the Revenue Manager.
? Understand the goals of the hotel and the department’s role in achieving it, communicating goals to the team.
? Ensure that daily operation is managed by the Guest Service Managers and Supervisors who are totally accountable for the profitability and service standards achieved.
? Sett and agree to departmental objectives for self and team.
? Represent the needs of the team to others in the hotel.
? Get members of the team to work co-operatively with others.
? Keep the team up to date on departmental, hotel and company activities through regular communication meetings and memos, including special events, promotions in the restaurants and bars.
? Be aware of potential highs and lows in the business.
? Create and implement sales promotions and team members incentives as per discussion with the Director of Operations.
? Assist the Marcom team with the preparation of event brochures.
? Assist with the annual marketing plan to establish a list of marketing activities in line with the annual business plan, supported by appropriate advertising and promotion budgets from suppliers with the support of the Revenue Manager and marcom team.
? Identify, communicate and act on potential sales leads.
? Participate in the development of the annual budget, developing short and long term financial operating plans.
? Use key monitors and financial targets to evaluate the department’s performance and make future plans.
? Analyze financial information that is provided via the payroll system and ONQ, to assist decision making.
? Complete regular financial and operating reports as required or requested by the Director of Operations.
? Forecast potential costs, review expenses on a monthly basis and implement actions for improvement, following the company’s control procedures.
? Communicate relevant financial information to the team.
? Analyze and explain any financial variance against plans.
? Set-up and maintain leave plans for the department.
? Monitor, control and minimize overtime for the department.
? Carry out seasonal inventory of operating equipment.
? Understand the quantity and quality of people needed to operate the department.
? Carry out selection interviews and make effective recruitment decisions based on skills and attitude.
? Ensure that new recruits have all relevant information before commencing employment.
? Plan and ensure that departmental orientation is carried out.
? Ensure standards trainings and assessments are carried out.
? Regularly review individual and team performance against objectives and provide feedback.
? Develop and implement department training plans to meet business needs.
? Carry out training programs for team members with the Training Manager and departmental trainers.
? Assist in the training of team members ensuring that they have the necessary skills to perform their duties with maximum efficiency.
? Review and evaluate all training activities.
? Carry out annual appraisals with all team members in accordance with legal and hotel guidelines and identify individual training needs.
? Provide relevant training to new team members.
? Introduce appropriate product knowledge courses for team members.
? Understand relevant Health & Safety (H&S) legislations and their implications on the operation of the department.
? Communicate to the team their responsibilities within H&S.
? Ensure that safe and healthy working practices are implemented at all times.
? Participate in community public relations for the hotel.
我的具體職責(zé)是什么?
作為前廳部經(jīng)理，您將應(yīng)以最高標(biāo)準(zhǔn)完成以下任務(wù):
? 永遠(yuǎn)記住客人是你工作的中心。
? 保持一個(gè)積極的態(tài)度，履行個(gè)人的職責(zé)并主動(dòng)去解決問(wèn)題，永遠(yuǎn)和你的客人以及團(tuán)隊(duì)成員進(jìn)行清晰明了的溝通。
? 目的明確地，堅(jiān)定地，熱情洋溢地執(zhí)行所有工作任務(wù)，把握時(shí)機(jī)去學(xué)習(xí)新的工作技巧和知識(shí)，以改進(jìn)和提高你個(gè)人的績(jī)效。
? 靈活性地，積極地進(jìn)行反應(yīng)，清晰明確地改變職位需求。
? 主張團(tuán)隊(duì)的中心，是展示團(tuán)結(jié)協(xié)作和支持同事達(dá)成團(tuán)隊(duì)目標(biāo)。
? 貢獻(xiàn)自己的觀點(diǎn)和意見(jiàn)，強(qiáng)化酒店操作運(yùn)作的、環(huán)境周圍的程序。
? 積極地推銷希爾頓酒店的服務(wù)和設(shè)備給客人和酒店的供應(yīng)商。
? 同意并實(shí)施以行動(dòng)去提高對(duì)客服務(wù)的質(zhì)量。
? 以明確地的態(tài)度、正確地對(duì)待和處理客人投訴和反饋意見(jiàn)，跟進(jìn)并向營(yíng)運(yùn)總監(jiān)報(bào)告，并從中學(xué)習(xí)。
? 確保所有客人的要求和問(wèn)題都迅速和有效地響應(yīng)和處理，同時(shí)在每日高峰期的時(shí)候給予他人幫助。
? 在忙綠時(shí)期或者特殊時(shí)期可以對(duì)酒店的營(yíng)運(yùn)進(jìn)行協(xié)助管理。
? 出現(xiàn)在大堂進(jìn)行對(duì)客服務(wù)，讓團(tuán)隊(duì)成員學(xué)習(xí)，起典范作用。
? 積極主動(dòng)的面對(duì)客人，協(xié)助他們接近合理的需求，培訓(xùn)所有團(tuán)隊(duì)成員提前預(yù)知客人要求。
? 掌握部門(mén)的希爾頓品牌標(biāo)準(zhǔn)的詳細(xì)內(nèi)容。
? 有能力向團(tuán)隊(duì)解釋標(biāo)準(zhǔn)的要求，同時(shí)給各個(gè)團(tuán)隊(duì)成員個(gè)人進(jìn)行相關(guān)的專業(yè)的工作技巧培訓(xùn)并完全培訓(xùn)檢查表。
? 根據(jù)標(biāo)準(zhǔn)，對(duì)團(tuán)隊(duì)成員的行為進(jìn)行評(píng)估。
? 監(jiān)督各個(gè)標(biāo)準(zhǔn)的執(zhí)行情況，定期的對(duì)各個(gè)標(biāo)準(zhǔn)進(jìn)行回顧檢查。
? 執(zhí)行和發(fā)展行動(dòng)計(jì)劃，在影響對(duì)客服務(wù)之前，完善和識(shí)別標(biāo)準(zhǔn)要求里面的不足之處。
? 實(shí)施和跟進(jìn)可被識(shí)別的可提高之處。
? 展示及發(fā)揮你的積極的領(lǐng)導(dǎo)力，鼓勵(lì)團(tuán)隊(duì)成員努力達(dá)到和超越標(biāo)準(zhǔn)的要求。
? 準(zhǔn)備排班表和工作計(jì)劃給團(tuán)隊(duì)成員以完成工作需求。（同時(shí)考慮內(nèi)部的活動(dòng)和住房率以及外部的會(huì)議、促銷等）。
? 積極地和客房部溝通，對(duì)于一些住客的會(huì)議團(tuán)隊(duì)，積極有效地和旅行社保持聯(lián)系，以確保團(tuán)隊(duì)領(lǐng)隊(duì)在到達(dá)時(shí)能享受特殊的優(yōu)質(zhì)服務(wù)。
? 描述、分配和分派工作任務(wù)，永遠(yuǎn)以部門(mén)的營(yíng)運(yùn)要求為依據(jù)。
? 了解其他部門(mén)的情況并把相關(guān)的內(nèi)容導(dǎo)入本部門(mén)。
? 提前計(jì)劃和確保有充足的可用資源。
? 和客房部協(xié)調(diào)，以確保在施工之后清潔得以跟進(jìn)。確保跟進(jìn)程序的實(shí)施。
? 確保各個(gè)輪班得以被評(píng)估和交接，以及簡(jiǎn)報(bào)會(huì)議得以執(zhí)行實(shí)現(xiàn)。
? 徹底深入地掌握工作要求的工作知識(shí)和技能。
? 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(wù)。
? 和客房部團(tuán)隊(duì)建立良好的溝通。
? 出席和參加定期的營(yíng)運(yùn)部門(mén)和酒店的會(huì)議。
? 聯(lián)合采購(gòu)部，保持與供應(yīng)商的聯(lián)絡(luò)，以確保最大化地獲得贊助、市場(chǎng)和主動(dòng)定價(jià)等方面的支持。
? 有責(zé)任通過(guò)商業(yè)房間的管理，最大化的增加房間收益和利益，且確保本部門(mén)始終如一地保持對(duì)客服務(wù)的高標(biāo)準(zhǔn)。
? 制定所有關(guān)于酒店特殊時(shí)期房間超定的政策，確保所有超額預(yù)訂的對(duì)外訂房都被執(zhí)行和妥善管理。在未來(lái)時(shí)期的超額預(yù)訂將由收益經(jīng)理進(jìn)行監(jiān)督。
? 根據(jù)營(yíng)前廳部經(jīng)理要求，執(zhí)行其他合理的責(zé)任和任務(wù)。明白酒店和部門(mén)的目標(biāo)并實(shí)現(xiàn)它們。
? 與團(tuán)隊(duì)針對(duì)目標(biāo)進(jìn)行溝通。
? 確保賓客服務(wù)經(jīng)理和主管在管理日常的工作運(yùn)行，他們對(duì)收益和服務(wù)標(biāo)準(zhǔn)的執(zhí)行有絕對(duì)的責(zé)任和義務(wù)。
? 建立且同意部門(mén)給自己和團(tuán)隊(duì)制定的目標(biāo)。
? 向其他酒店述求團(tuán)隊(duì)的需要。
? 促使團(tuán)隊(duì)成員之間團(tuán)結(jié)協(xié)作。
? 保證團(tuán)隊(duì)能一直獲取部門(mén)、酒店和公司的最新的活動(dòng)信息，通過(guò)定期的溝通會(huì)議和備忘錄。這包括了餐廳和酒吧的特殊的會(huì)議和促銷活動(dòng)。
? 在每個(gè)分部門(mén)，通過(guò)工作計(jì)劃，緊密地監(jiān)視工作質(zhì)量，如果有需要，采取直接的矯正措施。
? 意識(shí)到潛在的業(yè)務(wù)可能性的高低。
? 在和營(yíng)運(yùn)總監(jiān)溝通的前提下，制定且貫徹實(shí)施促銷行動(dòng)和團(tuán)隊(duì)成員激勵(lì)活動(dòng)。
? 協(xié)助公關(guān)部團(tuán)隊(duì)準(zhǔn)備會(huì)議的手冊(cè)。
? 協(xié)助制定年度的市場(chǎng)計(jì)劃和設(shè)計(jì)市場(chǎng)活動(dòng)安排，符合年度的業(yè)務(wù)計(jì)劃。這個(gè)應(yīng)該包括適當(dāng)?shù)膹V告和促銷的預(yù)算支持，收益經(jīng)理及其團(tuán)隊(duì)和公關(guān)團(tuán)隊(duì)也會(huì)給以支持。
? 識(shí)別、和他人溝通且以行動(dòng)尋找銷售機(jī)會(huì)。
? 參與年度預(yù)算、發(fā)展計(jì)劃、長(zhǎng)期及短期的財(cái)務(wù)運(yùn)營(yíng)計(jì)劃的制定。
? 使用重點(diǎn)監(jiān)督和財(cái)務(wù)指標(biāo)去評(píng)估部門(mén)的表現(xiàn)并制定未來(lái)計(jì)劃。
? 通過(guò)工資系統(tǒng)和ONQ系統(tǒng)給予的信息，進(jìn)行財(cái)務(wù)分析，并協(xié)助決策的制定。
? 根據(jù)營(yíng)運(yùn)總監(jiān)的要求，完成定期的財(cái)務(wù)和營(yíng)運(yùn)報(bào)告。
? 預(yù)測(cè)潛在的成本。
? 回顧每月的支出和改善計(jì)劃。
? 跟進(jìn)公司的成本控制程序。
? 在不降低標(biāo)準(zhǔn)的前提下，控制成本。
? 把相關(guān)的財(cái)務(wù)信息與團(tuán)隊(duì)成員溝通。
? 分析和解釋與計(jì)劃不一致的財(cái)務(wù)差異。
? 制定和更新本部門(mén)的休假計(jì)劃。
? 監(jiān)督、控制并使部門(mén)的加班小時(shí)數(shù)最小化。
? 實(shí)施每個(gè)季度的營(yíng)運(yùn)設(shè)備盤(pán)點(diǎn)
? 理解部門(mén)運(yùn)營(yíng)所要求的團(tuán)隊(duì)成員的數(shù)量和質(zhì)量。
? 參與每個(gè)分部門(mén)的面試和制定有效的招聘政策，針對(duì)工作技巧和團(tuán)隊(duì)成員態(tài)度對(duì)面試結(jié)果做出決定。
? 確保在新的候選人正式成為正式團(tuán)隊(duì)成員之前，已經(jīng)獲取其所有相關(guān)信息。
? 計(jì)劃并確保部門(mén)的簡(jiǎn)介培訓(xùn)得以實(shí)施。
? 確保標(biāo)準(zhǔn)的培訓(xùn)和評(píng)估得以實(shí)施。
? 定期地回顧個(gè)人和團(tuán)隊(duì)的表現(xiàn)，評(píng)估其是否與目標(biāo)情況一致。
? 確保部門(mén)的培訓(xùn)計(jì)劃已達(dá)到業(yè)務(wù)要求。
? 與培訓(xùn)經(jīng)理和部門(mén)培訓(xùn)員配合，積極地對(duì)團(tuán)隊(duì)成員進(jìn)行培訓(xùn)。
? 協(xié)助團(tuán)隊(duì)成員進(jìn)行培訓(xùn)，保證他們掌握必須的工作技能去完成他們的職責(zé)并取得最好的收益。
? 回顧和評(píng)估所有的培訓(xùn)活動(dòng)。
? 依據(jù)法律和酒店的規(guī)定，與所有的團(tuán)隊(duì)成員和進(jìn)行年度的評(píng)估，并確定個(gè)人的培訓(xùn)需求。
? 向團(tuán)隊(duì)成員介紹產(chǎn)品知識(shí)，進(jìn)行相關(guān)的培訓(xùn)課程。
? 參加培訓(xùn)員計(jì)劃和活動(dòng)，提供系統(tǒng)的培訓(xùn)給剛加入服務(wù)行業(yè)的團(tuán)隊(duì)成員。
? 明白營(yíng)運(yùn)部門(mén)相關(guān)的健康和安全（H&S）法律及其含義。
? 向團(tuán)隊(duì)成員講解他們對(duì)于H&S的職責(zé)。
? 確保所有的工作實(shí)踐一直都在安全和健康的前提下進(jìn)行。
? 參加酒店與社區(qū)的公共服務(wù)關(guān)系管理。
【任職要求】
What are we looking for?
A Front Office Manager serving Hilton Brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviour, skills, and values that follow:
? Good communication, organization and coordination skills.
? Good team player.
? Responsible and self-motivated.
? Patient, responsible and proactive in dealing with problems.
? Able to maintain excellent relations with team members.
? Able to work under great physical and mental pressures.
? Familiar with computer systems.
? Fluent in spoken and written English to meet business needs.
我們尋找什么樣的人才?
希爾頓前廳部經(jīng)理始終要以賓客的利益為重并與其他團(tuán)隊(duì)成員密切合作。若要成功地應(yīng)聘這一職位，您的態(tài)度、行為、技能和價(jià)值觀應(yīng)符合下列標(biāo)準(zhǔn):
? 較強(qiáng)的溝通技巧和組織協(xié)調(diào)能力。
? 較強(qiáng)的團(tuán)隊(duì)合作意識(shí)。
? 強(qiáng)烈的責(zé)任感及自我激勵(lì)能力。
? 有耐心，高度責(zé)任感并且積極的應(yīng)對(duì)各種問(wèn)題。
? 所有團(tuán)隊(duì)成員保持良好關(guān)系。
? 能夠承受工作壓力.
? 能熟練操作電腦系統(tǒng)。
? 流利的英語(yǔ)口語(yǔ)和書(shū)面表達(dá)。
立即溝通
