大堂副理

SCOPE 范围
•Plan, organize and coordinate the daily activities of the Front Office which includes Front Desk, The Langham Club, Concierge, business centre. Ensure an efficient and profitable operation. Maintain guest satisfaction level to the standard of the hotel.
计划，组织和协调好前厅部的日常运行，包括前台、贵宾会、礼宾部、总机和商务中心。确保有效的日常运营，维持客人对酒店的满意度。
PRINCIPAL RESPONSIBILITIES 主要职责
•Assume full responsibility for the guest arrival experience and satisfaction with room product.
对客人的到店体验和对房间产品的满意度，要担负全部责任。
•Ensure that guest’s reservation is accurately honored.
确保客人的预订是真实正确的。
•Monitor closely guest recognition to ensure guest satisfaction and generate return business.
密切关注客人的动向，确保客人的满意度以提高酒店回头生意。
•Maintain the highest standard of services and responsible for maximizing the room revenue with highest occupancy and average room rate.
保持最高标准的服务，负责住房率和平均房价以达到客房收入的最大化。
•Coach and counsel underperforming colleagues whenever necessary.
必要时培训和忠告表现不佳的同事。
•Conduct training to the Front Office Staff in all facets and responsibilities.
承担起前厅部所有培训责任，组织前厅部员工在各方面的培训。
•Ensure communication with other Langham hotel colleagues.
确保与其它朗廷酒店同事的沟通。
•Motivate, train and develop potential staff.
激励、培训和发展有潜力的员工。
•Enforce standard of personal grooming and hygiene of the team according to hotel requirement.
确保员工的个人仪容仪表和团队的卫生安全按照酒店的规定标准执行。
•Identify the strengths and weaknesses of respective colleagues and develop their full potential to achieve company goals.
能确认同事的优点和缺点，发展他们的潜能，以达成公司的目标。
•Ensure that optimum occupancy and maximum revenue are achieved while at the same time maintaining maximum guest satisfaction.
确保在达到最高入住率和最大房间收益的同时，保持客人的最高满意度。
•Ensure sufficient credit is obtained and maintained during the length of the guest’s stay.
确保有很好的信用，以保持客人住店的时间长度。
•Directs day-to-day operations of the Front Office.
指导前厅部的日常运作。
•Ensure that the procedures for guest check-in, credit establishment, room allocation and relationship building are maintained.
建立和维护确保客人的手续、信用卡、房间的分配。
•Control of all guest room allocations.
负责所有客房的分配。
•Responsible for room availability and have a thorough understanding of the occupancy forecast and its impact on the operation.
在了解酒店的入住率的基础上对房间可用性有透彻的了解与操作。
•Set up and maintain a close liaison and communication with the Housekeeping Department to ensure that the availability meets the demands of guest rooms at all times.
与客房部保持密切的沟通和联系，以确保任何入住率情况下，满足客人对豪华客房的要求。
•Ensure that VIP process is adhered to.
确保坚持VIP客人程序。
•Ensures that all VIP/ Long Staying guests are met on arrival and when appropriate, General Manager/ Resident Manager, Director of Rooms or Front Office Manager, are informed.
确保每一个贵宾及长住客在抵店时得到接待，在可能的情况下通知到酒店的总经理、驻店经理、房务部总监及前厅部经理。
•Ensure that an efficient system of communication between the Front Office and other departments is maintained, with regard to guest arrival and departure information.
对于客人的到达和离店信息确保与其它各部门保持有效的沟通。
•Ensure all staff is well informed of events happening locally and in the hotel premises.
确保所有员工充分了解酒店发生的事件。
•Supervise and control the performance, attitudes, appearance and conduct of the Front Office Staff.
监督和管理前厅员工的表现、态度和仪容仪表。
•Maintain and enforce the highest levels of service and process for the guest arrival experience. (GSS and LQA standards).
对客人的到店体验维持并执行最高水平的服务（按照GSS和LQA的标准）。
•Seek constant improvement processes and procedures in order to improve staff performance and guest satisfaction.
为提高员工的表现和客人的满意度，要做好对程序的持续改进。
•Provide leadership and direction to all colleagues whilst maximizing revenue.
领导和指导所有同事达到我们的最大收益。
•Ensure the compliance of day-to-day operation of the from office with the standard of the Quality League.
确保办公室日常的运行符合酒店的标准和质量。
•Motivate and develop subordinates and carry out appraisals as required by The Langham Hospitality Group.
按照朗廷酒店集团的要求，要激励下属，并做好员工的评估。
•Cooperate with Sales Office to ensure that the representational rooms are shown to the potential clients as required.
与销售部密切合作，以确保展示房符合客户的要求。
•Work closely with the IT Manager to ensure that the computer software is used wisely.
与电脑房经理紧密合作，确保电脑办公软件可很好的使用。
•Attend and run weekly Rooms Meeting.
出席并参与每周的房务部会议。
•Organize monthly meetings for the Front Office.
组织前厅部月会。
•Prepare different reports for internal hotel use.
准备好酒店内部要用的不同的报表。
•Be thoroughly familiar with the emergency procedures.
要十分了解紧急程序。
•Perform any duties that Management deems necessary.
必要时需执行任何工作。