值班经理 Duty Manager

PURPOSE OFPOSITION职位目的
Responsible for the management of allaspects of the Front Office functions,accordance with hotel standards. Directsimplements and maintains a service and management philosophy that serves as aguide to respective staff. To providesupportive functional assistance to all departments; interact with guests andmembers of the community.
负责协助管理前厅部，根据酒店标准指导监督服务质量，以身作则为员工以之为服务标准的对象，对所有部门，客人和会员提供服务。
KEY ROLES & RESPONSIBILITIES重要职责和责任
· Manageand supervise all tasks of his/her staff o ensure guests receive prompt,cordial attention and personal recognition
· 监督管理所有的员工,以确保来宾始终得到礼貌接待及充分的注意和重视，由此实现最大的客人满意度。
· Communicatewith AFOM & FOM on all matters regarding guestservices & hotel operations
· 与前厅部副经理和经理沟通对客服和酒店运营。
· Providefunctional assistance and direction to all departments
· 为所有部门提供基本的协助和指导。
· Cooperate,coordinate and communicate with other hotel departments as required
· 根据需求与其他酒店部门尽心合作和沟通。
· Ensureguests receive prompt attention and personal recognition throughout the hotel
· 确保客人在店期间得到及时的关注和充分的了解。
· Arrange amenities and coordinate delivery time of amenities to VIP with Room Service, ensuring timelydelivery.
为VIP客人安排房间礼品并于送餐部协调送达时间并确保及时送达
· Respondto guest needs and resolve related problems
· 处理客人的需求和解决相关问题
· Maintainawareness of undesirable persons on hotel premises and escort offproperty. Contact Security whennecessary.
能够及时意识到行为不良并不受欢迎的人员并将他们请出酒店，必要时联系保安部协助
· Superviseand direct Rooms and Front Office personnel
· 监督和指导房务和前厅部的员工
· Inspectfront of house and back of house regularly for cleanliness and orderliness
· 定期检查一线各部门和二线各部门的清洁状况。
· Monitorappropriate standards of conduct, uniform, hygiene, and appearance of staff
· 根据适当的行为准则监督员工的制服、卫生、和外观的员工
· Provideinput for Front Office meetings and conduct daily briefings
· 组织前厅部的每日例会
· Promoteinter-hotel sales and in-house facilities
· 促进店际销售及完善内部设施。
· Checkbilling instructions and monitor guest credit
· 检查客人的消费再其信用额度内。
· Analyzeand approve discounts and rebates
· 分析和批准相应的折扣和冲减。
· Analyzethe rate variance report to ensure rooms revenue control
· 分析放价的差异报告,确保正确客房收入
· Fullyconversant with all hotel emergency procedures
· 熟悉酒店在紧急情况发生时的对应措施。
· Ensurethat front line staff complies with FIT marketing techniques and maximizessales
· 确保一线员工遵从散客市场技巧并最大化的进行销售。
· Isfully aware of the Credit Policy
· 充分了解信用政策
· Takefull responsibility of Front Office staff in absence of the FOM/AFOM
· 在前厅部经理和副经理不在的情况下，负责整个前厅部。
· Performrelated duties and special projects assigned by FOM/AFOM
· 执行有关联的职责并完成前厅部经理分派的任务。
PERSONAL ATTRIBUTES个人特质
· Goodorganizational skills
· 良好的组织能力
· Goodlevel of engagement with residents
· 良好的团队合作能力
· Abilityto manage a multi-cultural workforce
· 适应管理一个多元化工作的能力
· Excellentleadership & communication skills
· 优秀的领导和沟通能力。
· Displayhigh levels of integrity, dedication and support for continuous improvement
· 不断提高和展现出高度诚信，奉献精神。
· Flexiblemanagement style to meet the challenges of a changing work environment
· 灵活的管理风格,以满足不断变化的工作环境的挑战
· Goodknowledge of the entire Front Office Operations
· 拥有良好的前厅部运营能力。
· Mustbe a self-starter, coach & mentor who can motivate the Team to perform theirbest
· 必须工作积极主动,教授和领导激励团队，是团队拥有最好的执行力。
· Knowledge of Opera Property Management Systempreferred
· 熟悉运用Opera系统。
QUALIFICATIONS学历要求
· Degreefrom School for Tourism & Hotel Management
· 酒店管理专业毕业
EXPERIENCE经验要求
· Minimum 3 - 5 years’ relevant experience with at least 2 year at a supervisory level
· 至少3-5年的行业经验和2年的主管经验。