夜班经理 Night Manager

职位描述 Job description
1.负责夜间夜审工作，确保夜间所有运作正常运行。 遵循酒店制定的相关目标，服务质量标准的前提下，主要负责处理酒店夜间事宜，并根据前厅部经理的引导对前厅部员工夜间工作进行管理。
Responsible for night audit at night shift, ensure all operations run smoothly at night. Provides supervision, direction and leadership to all Front Office personnel at night shift under the guidance of the Front Office Manager in accordance with the objectives, performance and quality standards established by hotel.
2.协助前厅部经理确保日常运作。监督和实施培训和变更，以改进前厅部服务标准。
Assist the Front Office Manager to ensure Guest Service Manager effective daily operations. Monitor and implement training and changes necessary to improve Front Office service standards.
3. 确保夜班召开交班会，将客人信息和酒店相关讯息传达给每一个员工，讨论特别事件和强调客人特殊要求等。
Ensure that night shift briefings are conducted to disseminate guest and hotel related information, discuss outstanding issues, highlight guest special requests, etc. for all agents.
4.代表酒店管理层为客人提供及时有效的服务，在允许的情况下，满足客人的需求，提供喜出望外的服务。
On behalf of Hotel Management, provides courteous and efficient service and if possible, to comply with each and every guest’s request.
5.礼貌且高效地处理所有客人的投诉及要求，并跟进确保问题的圆满解决。
Handle all guests complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
6.确保夜审程序顺利进行。
Ensures the Night Audit process is carried out successfully.
7.每晚检查房价差异报表。
Check rate variance report every night.
8.负责确保所有当日入住客人的相关信息在夜审之前正确地录入酒店系统，及时上传至当地公安系统并做抽查。
Responsible for all on-day arrival guests information are accurately input in hotel computer and records sent to the local Public Security Bureau authorities timely before night audit and spot check.
9.协助VIP客人及常住客的接待和入住登记。
Assists in greeting and checking-in VIP and Long Stay guests.
10.督导确保客人在入住登记和办理离店时能否得到尽善尽美的服务。
Monitor guests are receiving the best possible service during check-in and check-out.
11.在工作的繁忙时段，出现在前厅区域, 确保前厅各个区域有条不紊的运作。
Spends time in Front Office areas during peak periods to ensure that the area is managed well by the respective team.
12.负责控制当日的房间预订和取消，尽量做到酒店收益最大化。
Generate the maximum revenue by controlling the “On-Day” room reservations and cancellations.
13.夜间带领紧急行动小组团队处理酒店紧急事件，例如火警，炸弹恐吓等并报告给酒店管理层。
Lead Emergency Response Team to handle hotel emergency case at night such as fire alarm, bomb threat etc. and report to hotel management.
14.执行分派的任何合理任务和额外职责。
Carries out any other reasonable duties and responsibilities as assigned.
任职要求 Qualifications
1.三 年以上国际品牌酒店前厅部工作经验并有一年值班经理工作经验。
Minimum 3 years of Front Office working experience in an international hotel environment and one year in Duty Manager Position.
2.很好的英文交流能力，能与内部所有同事及客人有良好的沟通能力。
Good command of English and communications skills, Able to interact well with all levels, Good guest contact skills.