值班经理 Duty Manager

Ensure that shift briefings are conducted to disseminate guest and hotel related information, discuss outstanding issues, highlight guest special requests, etc. for all agents to take note at the start of the shift.
确保每个班次召开交班会，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。
Oversees the punctuality and appearance of all shift Front Office agents, making sure that they wear the correct uniform and maintain a high standard of personal appearance
监督前厅部所有员工的仪容仪表和守时情况，确保他们根据部门的仪容仪表的规范着装整齐并保持高标准的个人卫生及外表。
Monitor guests are receiving the best possible service during check-in and check-out.
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。
Assists in greeting and checking-in VIP and Long Stay guests, ensure all guests are well taken care of during their staying.
协助VIP客人及常住客的接待和入住登记。确保客人在店期间得到妥善照顾。
Spends time in Front Office areas during peak periods to ensure that the area is managed well by the respective team.
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。
Maintain service standard and ensure hotel smooth operation during hotel full house situation.
在酒店满房情况下保证服务质量，确保酒店正常运作。
Maintains positive guest and colleague interactions with good working relationships.
维护客人与同事间的良好关系。
Resolve discrepant rooms immediately. Co-ordinate with the Credit Manager to review the credit rating of in-house guests to handle high balance.
及时处理房态差异。与酒店信贷经理检查住店客人的消费并处理超额消费情况。
Lead Emergency Response Team to handle hotel emergency case such as fire alarm, bomb threat etc. and report to hotel management.
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。
Maintain an incident logbook of all pertinent and important events throughout the entire shift to keep a permanent record of all incidents for future reference and for handover to the next shift.
完成每个班次日常工作报表并存档，未完成的工作及时交接给下一个班次。
Ensures the Night Audit process is carried out successfully. Check rate variance report every night.
确保夜审程序顺利进行。每晚检查房价差异报表。
Patron hotel outlets from time to time, rectify any defects and record, report to management if necessary.
不定时巡查酒店各营业点,发现问题及时现场整改并记录，必要时汇报酒店管理层。
To have complete knowledge of the operational systems at Front Office, Service Centre/Telephone and any other related systems.
全面了解前台、服务中心/电话和任何其他相关系统的操作系统。
To have knowledge of Niccolo Hotel’s standard operating policies and procedures.
了解尼依格罗酒店的标准运营政策和程序。
To have knowledge of Niccolo Hotel’s Programmes e.g. GHA DISCOVERY, FFP.
了解尼依格罗酒店的项目，如GHA DISCOVERY， FFP。
Maintains department organization, manning and productivity, ensuring a smooth operation based on forecasted occupancy.
维持部门组织、人员配备和保持生产力，根据预测入住率保证运营。
Identifies colleague training requirements and service improvement areas.
发现员工培训需求和服务提升空间。
Supervises and guides all colleague to ensure that hotel’s policies and procedures are adhered to.
监督和指导所有员工确保酒店的政策和程序得到遵守。
Utilizes and develops communication tools and channels for the dissemination of information and workflow in the section.
合理利用和发展传播信息及沟通工作的交流工具和渠道。
Promptly and actively obtains feedback from guests and inform the relevant departments the actions taken to rectify the feedback and to ensure guests’ satisfaction.
及时、积极地从客人那里获得反馈，并通知相关部门为纠正反馈而采取的措施，以确保客人满意。
In all incidents, provides management and department heads with reports and takes action to avoid repetition of any incidents, accidents, theft and complaints.
在所有事件中，向管理层和部门负责人提供报告，并采取行动避免任何事件、事故、盗窃和投诉的重复发生。
At the start of each shift, Duty Manager must familiarize himself/herself with:
每次轮班开始时，值班经理必须熟悉：
Room Situation in the Hotel and in the city 酒店和城市的客房情况
Checks on status of room blocks and discrepancies 检查房间区块的状态和差异
Colleague roster 员工班表
Monitors and follow ups on expected check ins and check outs 监督跟进入住和离店
Reports from the end of the previous shift 上一个班次的工作汇报
Correspondence bearing the current shift 当前班次所需资料
Limousine log 豪华轿车日志
Ensures the Night Audit process is carried out successfully.
确保夜间审核过程顺利进行。
Ensures that charges reflected in the “Interface Lost Postings” permanent folio are correctly transferred to the respective guests.
确保所有入账项目的费用正确地转移到相应的客人身上。
Is responsible for the smooth operation of the hotel. He/she will make decisions on all matters involving guest contact with hotel employees. In the absence of the Front Office Manager he/she has full authority on all decisions.
负责酒店的顺利运营。他/她将对所有涉及客人与酒店员工接触的事项做出决定。前厅部经理不在时，他/她有权做决定。
Inspects the lobby, Hotel’s public areas and the heart of house, taking corrective action where needed.
检查大堂、酒店公共区域和中心区域，必要时采取纠正措施。
Checks and ensures smooth traffic flow at hotel’s driveway.
检查并确保酒店车道交通顺畅。
Checks and verifies the “Rate Variance Report” and informs the Front Office Manager of any irregularities in rates accorded.
检查并核实“房费差异报告”，并将房费的任何违规情况汇报前厅部经理。
Checks on High Balance Reports on the weekends and on Public Holidays.
在周末和公共假日检查超余额报告。
Ensures that no-show report is handed over to the Front Office Manager to review no-show charges the next day.
确保应到未到房间预订的报表交给前厅部经理，以便第二天审核No Show费用。
Ensures all relevant reports are printed and signed off, filed or handed over to Morning Shift.
确保打印所有相关报告并签字、归档或移交给早班。
Authorizes all rebates and paid-outs according to the limits set by Management.
根据管理层设定的限额批准所有减免和现金支出。
Ensures maximum safety of guests and employees during emergencies. The protection of the hotel’s interest must be of major concern to him/her.
确保客人和员工在紧急情况下安全。保护酒店利益必须是他/她最关心的问题。
Is thoroughly familiar with available emergency services and the fastest way of obtaining them.
完全熟悉可用的应急服务以及获得这些服务的最快方式。
Ensures that the environmental initiatives are adhered to in the section and participates in community activities and programmes.
确保遵守环境保护倡议，并参与社区活动和方案。
Carries out any other reasonable duties and responsibilities as assigned.
执行分派的任何合理任务和额外职责。