前厅经理 Front Office Manager

JOB SUMMARY
· Managerial role responsible for the management and coordination of all aspects of the Front Office department’s( Front Desk, PBX, Club Lounge, Concierge, Guest Recognition) functions including financial results, and quality and service standards. Directs implements and evaluates the quality of products and services given to the guests and employees.
管理的角色，负责管理与协调前厅部(前台，总机，行政酒廊，礼宾，宾客认知部门)各方面的职能，包括财务业绩、服务质量与标准。指导落实并评估给客人和员工产品的质量和服务。
· To ensure all day-to-day Front Office operations run smoothly and maintain cost of operation whilst monitoring to achieve revenue and profit budgeted. Supervises and trains front office staff. Is a driver of The Ritz-Carlton Foundation – “The Gold Standards” and Quality.
确保所有日常前台操作平稳运行以及保持操作成本同时监督收益和利润预算。监督和培训前台工作人员。做一个丽思卡尔顿基金会——“黄金标准”和质量的驱动者。
CORE WORK ACTIVITIES
1. Essential kills 技能要求:
1.1 Ability to ensure compliance with hotel standards, policies and procedures with self and staff.
能够确保自身与员工遵守酒店的标准、政策与程序
1.2 Ability to prioritize and organize work assignments; delegate work and responsibilities.
能够妥善安排并组织工作任务、分配工作与工作职责
1.3 Ability to be a clear thinker, analyze and resolve problems exercising good judgment.
能够做一个清晰的思想者并分析与解决问题，锻炼良好的判断力
1.4 Ability to focus attention of details.
关注细节
1.5 Ability to sell and up-sell available rooms.
能够营销与创效可用客房
1.6 Ability to input access information into system.
能够将信息输入到系统中
1.7 Ability to remain calm and courteous with demanding difficult guests and /or situations.
在遇到过分要求的客人或情况时保持冷静与礼貌
1.8 Ability to perform job functions to standards under pressure of heavy arrivals and departures.
能够在大量客人到达与离开的压力下按标准执行工作职能
1.9 Ability to ensure security and confidentiality of Guest and Hotel information.
能够确认客人与酒店信息的安全与保密
1.10 Ability to direct the performance of assigned staff and follow up with coaching and guidance to praise or make corrections.
能够指导指定员工的工作并跟进指导以及给与表扬或更正
1.11 Ability to motivate assigned staff and maintain a cohesive team.
能够激励员工并保持一个团结的团队
1.12 Ability to ascertain staff training needs and provide such training.
能够了解员工的培训需求并提供培训
1.13 Ability to develop strong, productive, professional relationships with internal and external guests.
能够与内部和外部的客人发展牢固的、有效的专业关系
1.14 Ability to work flexible hours, including weekends and evenings.
能够灵活的控制工作时间，包括周末与夜晚
1.15 Ability to go the extra mile, to provide the extra attention in order to satisfy guests’ individual needs and wants.
能够付出额外努力以提供额外的关心来满足客人的个别需要和希望
1.16 Ability to exert physical effort in transporting equipment and perform job duties.
在运输设备时能够提供帮助并执行工作职责
1.17 Ability to endure abundant physical movements in carrying out job duties.
在履行工作职责时有忍耐过多劳动的能力
1.18 Ability to work without direct supervision and provide immediate follow-up.
能够在没有直接监督的情况下完成工作并立即跟进
1.19 Ability to practice detailed standardized accounting procedures to protect the assets of the hotel.
能够根据规定保护酒店资产，实行详细并合乎标准的叙述
1.20 Must be a team player, working well with other departments and coworkers.
与其他部门和同事保持团队合作
1.21 Should be creative, innovative and strive for continuous improvement.
富有创新精神并且争取持续不断的改进
1.22 Should display leadership qualities in regards to thinking clearly, quickly, and making decisions.
具有清晰的思考、果断的做决定等领导才能
1.23 Think of new improved way during ability to business, revenue and saving ideas.
在业务、收益与节约上有改进方式的思考能力
1.24 Computer Literate.
精通计算机
2. Essential Job Functions首要工作职责:
2.1 Leadership / Mentoring role for Front Office employees.
对于前厅部门的员工起到领导/指导的角色
2.2 Maintain complete knowledge of all Front Office department policies/service procedures.
保证熟知前厅部门的政策/服务程序
2.3 Maintain complete knowledge at all times of:
时刻保持了解：
• All hotel features / services, hours of operation.
酒店所有特色/服务与运营时间
• All room types, numbers, layout, décor appointments and location.
所有的房型、房号、布局、装饰品设施与地点
• All room rates, special packages and promotions.
所有房价、特价活动与促销活动
• Daily house-count and expected arrivals / departures.
每日房间数量及预计准备到达与离店的数量
• Room availability status for any given day.
任何给定一天的可用客房状态
• Scheduled in-house group activities, location and times.
安排内部的团体活动的地点与时间
• All hotel and departmental policies and procedures.
所有酒店部门的政策与程序
2.4 Evaluate the staffing requirements and prepare work schedules weekly, adhering to budget goals.
评估人员配备需求并准备每周的工作时间表，遵守预算目标
2.5 Complete daily walk-through of Front Office department areas observing the following and instructing designated personnel to rectify any organization deficiencies :
完成每日前厅部门区域的巡查，观察指导指定职员以改正任何组织不足
• Staffing - numbers, appearance, attitude.
员工-编号、仪表与态度
• Service - appearance, merchandising, attitude.
服务-仪表、推销与态度
• General crispness, quality and consistency of operation.
质量以及操作的稳定性
• Storage areas - organization, cleanliness, inventories and care of equipment.
存贮区-组织、清洁、存货与设备的护理
2.6 Review and respond to daily operational demands as it relates to the hotel.
审查和应对涉及到酒店的日常业务需求
2.7 Monitor effectiveness of departmental staffing guide.
监督部门员工的效益
2.8 Ensure that sufficient staffing is present to meet the daily business demands.
确保足够的人员来满足日常的业务需求
2.9 Ensure payroll is documented and submitted accurately and promptly.
确保工资单的记录并准确和及时的提交
2.10 Conduct performance appraisals of designated staff as required.
按要求为指定员工进行绩效评估
2.11 Handle all disciplinary counseling as needed according to Ritz-Carlton Beijing, Financial Street policy.
根据北京金融街丽思卡尔顿的政策处理所需的纪律咨询
2.12 Monitor and maintain the condition of The Lobby and monitor security of public areas of the hotel.
监督与保持大厅的状况以及监督酒店公共区域的安全
2.13 Establish par levels for supplies and equipment.
建立用品与设备的平均水平
2.14 Provide training, development, professional discipline, and positive support for all department employees to ensure qualitative standards and growth, depth and development.
2.14 对于所有部门的员工提供培训、开发、专业知识以及积极的支持，确保质量标准、深度与发展
2.15 Monitor interviewing and selection of all departmental positions to ensure consistency in administering direction, development of quality, depth and growth, and maintenance of positive motivation, morale and efficiency.
监控面试事宜和选择各部门的职位,以确保管理方向、发展的质量、深度和增长的一致 性,并保持维护良好的积极性、精神状态和效率
2.16 Create and maintain a quality, professional work environment.
创建与保持一个有质量并专业的工作环境
2.17 Monitor and handle guest comments.
监督与处理客人的评论
2.18 Anticipate guests’ and employees’ needs and respond promptly.
满足客人与员工的需求并迅速做出回应
2.19 Coordinate all group requests and needs.
协调所有团体的需要与请求
2.20 Promote positive guest relations at all times.
始终保持促进积极的客户关系
2.21 Conduct pre-shift line-up to review information pertinent today’s business
进行上班前的晨会并回顾一天的业务相关信息
2.22 Facilitate departmental strategic planning meetings.
促进部门战略规划的会议
2.23 Successful completion of the training/certification process.
成功完成培训/认证过程
2.24 Ensure all FO staff understand the goal and objective of Front Office Department in terms of service, performance and financial.
确保所有前厅部员工了解前厅部有关于服务、绩效与财政的工作目标