Front Office Manager 前厅部经理

SPECIFIC DUTIES:
工作任务:
1. Responsible for the smooth, efficient and professional operation of all Front Office areas.
负责前厅部顺利、高效、专业化的运转
2. Ensure that all procedures and policies are in place and are being practiced.
确保所有工作制度和程序到位并实施。
3. Ensure all associates are aware of role and responsibilities and operate within their guidelines.
确保所有员工意识到自己的职责和角色并按其执行。
4. Conduct audit and control on a regular basis. Communicates with Accounting in case of any irregularities; and coaches and counsels associates whenever appropriate.定期审核控制，和会计部保持良好的沟通来避免任何异常情况的发生，给员工适宜的培训指导。
5. Ensure good communications between the departments.
确保部门间的良好沟通。
6. Strictly follows paid-out procedures and cash handling procedures.
严格遵守提现手续和处理现金的程序。
7. Ensure confidentiality of User Log-Ons. Ensure that users are logged out when leaving the area.
确保用户名登陆时保密并在离开时登出。
8. Train and develop associates to the highest possible extent. Ensures that daily training is provided for technical, hospitality, Communication, management, and organizational skills.
最大限度培训发展员工。确保每天进行技术、对客服务、交流沟通、管理及组织工作技巧的培训
9. Lead by example: provides a high-quality service and proactive hospitality towards all customers.
以身作则，提供高质量的服务和预先反映客人需求。
10. Train and develops Section Manager, Supervisors in technical, administrative and managerial abilities.
培训并发展分部经理，主管的技术及管理能力。
11. Responsible for labour costs of all service employees in the department, therefore, supervises the scheduling of service employees and reviews schedules in terms of coverage and adherence to budget guidelines.
负责所有员工成本，监督服务人员的工作进度，回顾客房入住情况及控制预算。
12. Develop and maintain a motivational working environment within the department.
在部门内维持积极向上的工作氛围。
13. Ensure associates are up to date with hotel product knowledge, including room types, rates, relative features and facilities, Food and Beverage outlets, Health Club.
确保员工对酒店知识及时更新， 包括房型、房价、相关特征和设施、餐饮各部门以及健康中心情况。
14. Ensure that recognition programs for both guest and associates are in place and working.
确保客人及员工的认可项的目实施。
15. Uses TQM tools and empowerment to make decisions leading towards total customer satisfaction.
采用时间控制管理手段加强决策能力以确保客人满意。
16. Control costs effectively to meet budget guidelines. Has control system in place for all controllable costs and man-hours.
有效控制成本以达到预算。用控制机制管理人力及可控成本。
17. Communicate with Guest Service Manager and Front Desk Supervisors about daily audits and controls, so all are informed about proper procedures.
与宾客服务经理及前台主管沟通管理成本及日审，以确保他们都知晓正确的工作程序。
18. Initiate additional tasks to improve existing procedures and guest satisfaction.
设立额外的任务来改进现有的工作程序以提高客人满意度。
19. Resolve system problems and can operate the system manually. Can lead the staff through a system down time.
能手动操作并维修系统。 能在困难时刻引领员工。
20. Attend staff meetings, operations meetings, forecast meetings and sales strategy meetings.
参加员工会议、工作会议、预报会议和销售战略会议。
21. Operate in the guest area during high traffic times to assist the Front Office associates and to ensure smooth operations.
客流量大的时候帮助前台顺利完成工作。
22. Have plan and actions in place to meet goals and mission of the company and the hotel.
计划并完成酒店和公司的目标。
23. Be well groomed and conform to the hotel’s dress code. Approach grooming standards by example.
仪容仪表与符合酒店标准。 以身作则。
24. Report to work on time with proper uniform, including nametag. Personal appearance must comply with the standard of the hotel.
及时汇报工作进度，着制服，佩戴名牌。个人仪表符合酒店标准。
25. Be informed about daily operations and events.
知晓每日工作运转和宴会情况。
26. Be highly visible during extraordinary events.
在特殊事件中起显著作用。
27. Be familiar with sales strategies; communicate daily with reservation sales.
熟悉销售战略， 和预订及销售部保持良好沟通。
28. Develop a thorough knowledge about all brands in Marriott’s portfolio.
对万豪的品牌有全面的了解。
29. Know all frequent customers and be familiar with their special requests. Ensure that their needs are met.
了解酒店常客及其要求。 确保他们的要求被满足。
30. Be familiar with cultural differences and know correct behavior for each culture. Also know the different protocols and etiquette.
熟知各种文化差异以及怎样接待。
31. Be knowledgeable about all emergency plans and know how to act upon them.
了解各种紧急情况并熟知怎样应对。
32. Report any unusual occurrences immediately to the Director Of Operation.
及时向运营总监报告异常情况。
33. Hold monthly department meetings (to detail all hotel issues) and distributes meeting minutes.
每月召开部门例会并分发会议记录。
34. Properly handle all administrative work with regard to performance appraisals and terminations of staff.
做好行政工作包括效绩评估及员工合同终止的处理。
35. Understand and adhere to budgeted wage and hour limitations for staff.
理解并遵守预定的工资和工作小时限量。
36. Establish goals and objectives to improve the department.
为部门设立目标以寻求部门发展。
37. Ensure GuestVoice scores and reports are posted visibly throughout the hotel.
确保宾客之声信息在酒店内分享。
38. Implement proper training program and control the training of staffs to top efficiency and in accordance with Marriott policies.
实施适宜的员工培训并控制培训达到万豪标准。
39. Provide job descriptions and an updated training manual.
提供工作描述并及时更新培训手册。
40. Meet an in-depth understanding of each level of Marriott Reward Program, and affiliate Airline partners. Ensure all associates are trained regularly in benefits for each program.
对万豪奖励计划及航空公司合作伙伴有深刻认识。确保所有员工定期得到培训并从中受益。
41. Ensure that every qualified guest that checks-in to the hotel is enrolled in the Marriott Rewards program, and if the guest is already a member to take his membership number. All the associates to be trained on this and practice followed meticulously.
确保每个符合条件的顾客在办理登记入住手续时加入万豪奖励计划，如果客人已经是其会员要记录下会员号码。所有员工得到此方面的培训并一贯执行。
42. Review and carry out performance appraisals of relevant departmental associates in time as scheduled (delegated in some areas).Develop and maintain standards and procedures manuals both LSOP and Best Current Practice as followed and practiced in the local market conditions.
按期回顾相关部门员工业绩评估情况。改进并保持本地操作标准和程序手册和现有最佳操作标准， 并在现有市场条件下运行。
43. Regular inspections of all sections to ensure quality standards are maintained and in good working condition.
定期对各环节进行检查以确保维持标准和良好的工作条件。
44. Critiques the P&L statement for the Front Office Area.
指正前厅部损益报告。
45. Responsible for insuring that all associates receive their stipulated training and are competent in handling the job. Must train and motivate associates.
负责保证所有员工都得到规定的培训并能胜任工作。 必须培训和激励员工。
46. Be responsible for maintaining open and productive channels of communication within the department and ensuring open the smooth flow of information.
负责在部门内维护一个开放有效的交流渠道并保证信息的畅通。
47. Be responsible for the ensuring that all the guest comment are passed onto the centralized Guest Response area and are updated in all necessary Guest History databases.
负责一切客人要求都集中到对客服务区域并及时更新全部有必要的客户信息。
48. Conduct the daily 15 minutes training session in various task breakdowns/ service sequence/ LSOP of their respective sub-areas in Front Office. This is to be practiced on all the 365/ 366 days in a year.
每天进行 15分钟的任务分配、服务顺序及前厅部各个部门的当地操作标准会议。一年365/366 天都要如此。
49. Encourage, develop and suggest new methods and ideas to further enhance guest service and departmental objectives.
鼓励发展建议新方法及想法来进一步完善对客服务及部门目标。
50. Carry out other duties on and as required basis.
如有需要须履行其他职责。
51. To perform any other duties as assigned by the management.
履行其他管理层交给的职责。
52. Implementation of an effective New Hire Training Program
实施一个新的有效的雇佣培训项目。
53. Weekly Rap Sessions with Managers & Supervisors
每周和经理及主管开工作总结会议
54. Encourage empowerment amongst all associates within designated boundaries
在指定范围内培养及鼓励所有员工。