值班经理 Duty Manager

职位描述：
与员工有效的沟通，提供明确指示，关注员工的表现并给予激励。依相关程序面试，挑选，培训，督导，评估，管理前厅部所有员工。留意大堂交通状况，根据需求进行人员调配。关注VIP及有特殊要求的预订，及时更新系统相关信息，确保VIP及团队预订的良好运作。监督住店客人房价变更情况。关注VIP及有特殊要求的预订，及时更新系统相关信息，确保VIP及团队预订的良好运作。监督住店客人房价变更情况。对前台进行日常管理，用敏锐的判断力和决断力解决客户的问题。通过训练及一致的管理，领导和激励团队员工。在前厅经理/前厅副经理不在的情况下，作为值班经理负起责任。在夜班经理不在的时候完成夜班经理职务。积极地参加职业培训,让员工保持水平一致。做队员的导师，提高员工水平，促进他们完成所设立的目标。确保员工手册，相关劳动法，HR相关政策的一致性，必要的时候提供培训。根据希尔顿PDR标准，进行1：1的面谈，确保对每个员工的公平，为员工提供继续发展的平台。培训部门高潜能员工，促进工作水平的提高及进一步的职业规划。致力于酒店工作，为酒店发展提供创造性的建议，为顾客和整个团队提供高品质服务。简单易懂的培训新员工，使其尽快达到胜任工作的最低标准,了解公司的期许与要求。为顾客提供热情周到的服务，有宾至如归感。依照预订为客人办理入住，核对预订信息，希尔顿荣誉客会号及航空公司会员号，确保入住登记表的完整性及付款方式安全有效。 将客人送至客房，介绍客房布局，确保行李及时送达等。采取必要行动，及时有效的处理顾客的不满，适当的时候告知值班经理或宾客关系经理。回访客人，确保客人对解决方法满意。将客人送至客房，介绍客房布局，确保行李及时送达。作为VIP客人最先联系到的部门，要确保他们的个性化服务。按照客人的预定或喜好安排房间，并做详细目录管理。引入新的荣誉客会会员，确保会员应得利益，为会员提供优质专业的服务。协同销售，预订及业务发展团队共同为客人提供服务。.确保宾客档案信息及时录入公安申报系统。遵循希尔顿品牌服务标准并贯彻到实际的运作当中。掌握希尔顿酒店集团的基本概况。
岗位要求：
能有效的用英语沟通交流。擅长于处理宾客关系，能快速有效的应对各种问题。以较强的人际交往能力提高客人满意度。优越的数据理解性，能对日常营运的数据给予合理恰当的解释。组织管理与督导技能。能在强压下胜任工作。
Position Summary:
Communicate
effectively both verbally and in writing to provide clear direction to team
members, observing performance and encouraging improvement. Interview,
select, train, supervise, evaluate, counsel, and administer disciplinary
procedures for Front Office team members. Monitor
lobby traffic and assign team members as required.Review
VIP reservations and ensure the proper handling of VIPs and groups, administering
amenity orders, and managing incoming guests. Update
the system by inputting inventory and non-inventory groups, monitoring special
reservation handling requests and oversee rate changes for in-house guests.Compute
daily payroll, schedules and other reports, analyze data and make decisions
based on prior experiences and knowledge of circumstances to prepare daily and
weekly forecasts of expected arrivals and departures.Manage
the Front Office team, resolve guests’ concerns, and implement resolutions by
using discretion and judgment.Lead
and motivate team members by leading by example and employing competent and
consistent management practices.Take
responsibility of the hotel as the Duty Manager in the absence of the Assistant
Front Office / Front Office Manager.Complete
night shift duties acting as the Night Manager when he / she is not on duty.Actively
take part in training the team, facilitating formal training sessions and on
the job training to ensure that all team members are of the same standard. Attend
training where and when required.Act
as a coach and mentor to team members, reinforcing standards and expectations
and motivating team members to strive for established targets.Maintain
discipline amongst team members, ensuring consistency in accordance with the
team member handbook, Chinese Labor Law and HR guidelines, appropriately discipline
when and where required.Conducts
PDRs, one-to-one meetings throughout the year, ensuring that the feedback given
to team members is fair, unbiased and provides a platform for continued
improvement, according to the Hilton standards.Be involved
with succession planning and development of high potential team members to
ensure that all team members are trained to progress to the next level of their
career.Contribute
to the hotel and team by sharing new ideas and suggestions for improvements,
being innovative and creative to provide quality service and customer care to
team members and guests.Responsible
for the smooth induction and facilitation of training for new team members,
ensuring that they are trained to the minimum level standard and that they can
competently complete their jobs and know what is expected of them.Create
a warm and welcoming arrival for guests, ensuring that they feel expected and
immediately “at-home” when they arrive.Check-in
guests in accordance with their reservation details, ensuring that the
registration card is completed, reservation information confirmed, Hilton Honors
and Frequent Flyer numbers enquired about, and method of payment secured.Ensure
that guests are escorted to their rooms, hotel facilities and room features are
explained, and luggage is delivered in a prompt manner.Handle
complaints promptly and efficiently, taking the necessary action, and informing
the Guest Relations Manager to follow-up, where appropriate. Follow-up
with guests to ensure satisfaction with problem resolution.Maintain
awareness of guests’ profiles and specific preferences, ensuring that they are
acted upon for each reservation.Act
as the first point of contact and liaison for VIP guests, ensuring that they
are treated personally and recognized as an individual.Allocate
rooms in accordance to guests’ reservations, preferences and remarks,
maintaining a systemized and sales focused approach to room inventory
management.Promote
Hilton Honors and its associated benefits to guests who are not already
enrolled in the program, ensuring that existing Hilton Honors members receive
personal and professional service that recognizes them as important guests and
that their benefits are received.Liaise
with Sales, Reservations and Business Development teams to handle corporate guests.Ensure
that guests’ profiles and information are input into the Police Report system
in a timely and accurate way.Apply
Hilton’s brand standards in every action, acting as a role model and example of
how the standards should be carried out in a practical setting.Knowledgeable
of the hotel’s facilities and services as well as basic knowledge of Hilton
International, MEAP and other properties in China.
Job requirements:
Able to read, write, speak and
understand English to communicate effectively with guests and employees.Able to effectively deal with
internal and external customers, some of whom will require high levels of
patience, tact and diplomacy to defuse anger, collect and analyze accurate
information and resolve conflicts.Strong interpersonal skills to
provide overall guest satisfaction.Excellent mathematical comprehension to understand
and interpret numbers as they apply to operations in hotels.Thorough organization and supervisory skills.Proficient in accomplishing tasks.Able to work under pressure and deal with stressful
situations during busy periods.