夜班经理

Main Functions工作职责
· Responsible for the smooth, efficient and professional operation of all front office areas. Ensure good communications among departments.
确保前厅区域的工作能够顺利、高效、专业地运作。确保各部门间的良好沟通
· Work together with Accounting department to establish overnight shift checklist; extremely familiar with hotel overnight operation.
与财务部合作建立夜班值班表；熟悉酒店夜班时营运情况
· Maintain and process period transaction data and reports, and daily revenue reporting.
保存并管理交易数据、报表以及日常收入报表
· Audit guest room rate report for pricing and sales tax errors.
审核客房率报表，并更正报价和销售税务方面的错误
· Prepare a summation of all house charges and all credit card vouchers accepted by the hotel; and reconcile same with the trail balance. Ensure that trial is in balance by the close of each shift.
整理出所有客房费用凭单及酒店所收到的所有信用卡消费凭单；对帐后确保交接班时所有移交账目能够保持一致
· Establish overnight shift procedure in relative areas and ensure proper procedures are followed on a day to day basis.
针对相关区域建立夜班工作流程表，确保每天各班次都能遵循这一流程表
· Conducts audit and controls on a regular basis. Communicates with accounting in case of any irregularities.
定期管理审计帐目，如果出现什么不合法的现象要与会计及时沟通
· Strictly follows bank-out procedures and cash handling procedures.
严格遵守银行支取流程和现金处理流程
· Ensure Confidentiality of User Log-ons. Ensure that users are logged out when leaving the area.
对计算机用户登陆（程序）要保密，离开时，要确保已退出登陆
· Able to understand hotel system well. Resolves system problems and can operate the system manually, conduct basic trouble shoots when necessary and lead hotel associate during unusual condition. i.e. front desk system outage.
能够很好地理解酒店相关操作系统，并能解决系统问题和操作该系统，必要时解决出现的基本问题，遇特殊问题时能够带领员工共同解决，例如：前台操作系统中断
· Act as point of contact to arrange and organize guest stay. Act as role model for fellow associates and assure service quality meet brand standard. Create welcome hospitality and professional atmosphere in your area to ensure total guest satisfaction.
作为安排和组织客人入住的关键人物，需给员工做出榜样，确保服务质量达到酒店的品牌标准。在所带领的团队中，营造出热情、专业款待客人的氛围，以确保客人能够满意。
· Lead overnight shift associate to participate in VIP/Repeat Guest Recognition, Marriott Bonvoy and Hotel Incentive Programs. Ensure Marriott “Look No Further Best Rate Guarantee” rate program is not violated at anytime.
带领夜班员工参与执行VIP客人、回头客人的认知计划，参加到万豪旅享家、酒店优惠政策中。同时确保在任何时候都不会违反万豪的“最优惠价格保证”政策
· Lead and hold shift meeting daily. Ensure updated group/VIP information is passed on to overnight staff.
组织开展每日工作会议。确保最新的团队及VIP信息能够及时地传递给晚班员工
· Able to handle sell-out situation. Review room blocking and check-in situation as soon as shift starts on a sell-out night. Properly arrange hotel room blocking and identify possible “walk” guest. Prepare relevant paperwork and pass information to fellow associates on night shift.
能够处理超额预定的情况。换班时检查锁房及客人入住情况。合理安排客房，并分析出哪些是需要推荐到别的酒店入住的客人。做好相关记录并交给晚班员工
· Post all late charges and all guest check corrections to guest folios in time for express checkouts.
及时将晚到账目入账及有快速结账需求客人账单修正入账
· Complete night shift Manager on Duty report daily and submit to Front Office Manager, Director of Operations and General Manager each morning for their review.
每日完成晚班工作情况汇报，并在每天早晨将其提交给前厅部经理、运营总监和总经理请他们过目
General Responsibilities基本职责
· Be well groomed and conform to the hotel's dress code and deportment.
· 穿戴得体、并遵守酒店的着装规定，举止优雅
· Be informed about daily operations and events.
· 了解日常运营情况及相关事宜
· Be highly visible in public area during peak hour.
· 繁忙时也应具备高度的洞察力
· Be familiar with sales strategies; communicate daily with reservation sales.
· 懂得销售策略，与预定部保持良好的日常沟通
· Know all frequent customers and is familiar with their special requests. Ensure that their needs are met.
· 了解常驻客人，熟悉其特殊要求，确保其要求能够得到满足
· Be familiar with cultural differences and know correct behaviour for each culture. Also know the different protocols and etiquette.
· 了解文化差异、对于拥有不同民族文化的客人均能保持良好的举止行为。了解不同的礼仪礼节。
· Be knowledgeable about all emergencies plans and know how to act upon them.
· 了解可能出现的突发事件并懂得如何应对
· At all times strive to represent Marriott in the most professional and courteous manner.
· 任何时候都应该以最专业及最礼貌的举止来展现万豪的风采
Safety Awareness安全提示
Maintain safety by adhering to safest policies, being responsible to report all accidents immediately. Support all safety programs. Proceed with caution when walking on slippery floors.
Ensure proper safety instructions are given before operating any equipment.
要保障安全须严格遵守安全法规，与异常情况须及时上报。建立、支持所有的安全方案。行走在湿滑地面上要留意。在操作设备之前，确保已了解了安全说明
Any other duties as may be assigned from supervisor.
完成领导交代的其他工作职责