值班经理 Duty Manager

1. Maintain complete knowledge at all times of:
完全了解酒店的所有知识：
All hotel features/services, hours of operation.
酒店的设施设备、服务、运营时间。
All room types, numbers, layout, decor, appointments and location.
房型，数量，布局，装饰，所在位置。
All room rates, special packages and promotions.
房费，特殊的套餐和推广。
Daily room availability status and expected arrivals/departures.
每日可用房，到、离店数。
Scheduled in-house group activities, locations and times.
在店团队安排的活动，时间和地点。
All hotel and departmental policies and procedures.
酒店所有部门的政策和程序。
2. Meet with Front Office Manager to review business status and follow up items.
及时与前厅部经理保持沟通，回顾和安排需要跟进的事情。
3. Access all function of computer system according to established procedures and standards.
根据政策和标准，使用电脑系统的全部功能。
4. Check Front Office and storage areas for proper supplies, organization and cleanliness. Instruct designated personnel to rectify any cleanliness / organization deficiencies.
检查前厅和仓库，保证充足的供应，分类清晰，清洁。
5. Establish par levels for supplies and equipment. Complete requisitions to replenish shortages or additional items needed for the anticipated business.
建立设备和供需品的最低标准。保证预期的客情有充足的供应。
6. Ensure that current information on rates, packages and promotions is available at the Front Office and that all ladies and gentlemen is knowledgeable on such.
保证前厅部所有绅士和淑女掌握最新的房费，套餐和推广。
7. Review the previous day's occupancy and room revenues; resolve discrepancies with Accounting.
回顾前日的入住率和房费收入，和财务调整错误。
8. Conduct line-ups with ladies and gentlemen and review all information pertinent to the day's business.
引领交班会。
9. Monitor the check-in/check-out process, ensuring agreement to hotel standards, anticipate critical situations and assist whenever necessary to help alleviate the pressure and to process the guest expediently.
观察入住和退房程序，保证达到酒店标准，如需要，随时提供协助。
10. Monitor safe deposit box procedures; audit accuracy of cards with proper signatures and ensure availability of keys. Handle guest reports on theft from safe deposit boxes according to hotel procedures.
监控客用保险箱使用程序，保证信息准确，签名完整，钥匙正确。根据酒店程序处理客人报道的保险箱遗失情况。
11. Monitor guest mail and ensure that it is processed according to procedures.
关注客人的邮件，保证根据标准执行。
12. Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
无论多忙，何时，都要预见客人的需要，认知所有客人，及时的和客人互动。
13. Monitor and handle guest complaints by following the instant pacification procedures and ensuring guest satisfaction.
监控和处理客人的投诉，运用合理的程序解决，保证客人满意。