前厅部经理

向营运经理汇报工作
This position is concerned with overall
responsibility over Front Office operation and personnel with the hotel and a
liaison role with all other departmental managers.
此职位的工作职责包括负责整个前厅部的运营工作和前厅员工的管理工作，同时负责与其他部门经理之间进行有效的沟通。
1.
To be responsible for the maximization of room revenue and
profit through commercial rooms management; ensuring a consistently high
standard of customer service within the department.
通过有效的商业运营，达到酒店利益的最大化；确保部门员工给客人提供一贯高标准的服务。
2. To
maximize room sales and revenue for the hotel. Planning and monitoring of any
up-selling campaign being established at the Font Desk.
为酒店创造最高的收益。制定计划并时时监控前台已实施的促销活动。
3. To
ensure commercial management techniques of availability control are applied, to
achieve the maximization of room sales and revenue.
确保运用商业管理手段所达到的有效管理是可行的，并获得客房出租利益的最大化。
4. To
make all decisions regarding overbooking the hotel on same day, ensure all out
bookings are carried out by a member of management. Overbooking levels for
future days will be monitored by the Revenue Manager.
全权处理同一天内酒店内的超额预定，并确保所有的超出预定由管理层的一名成员决定。超额预定的标准需要应收经理进行有效的监控。
5. To
maintain a high standard of customer relations/customer service within Front
Office.
维护并保持前厅部与住店客人之间良好的关系，同时提供高标准的服务。
6. To
ensure Front Office operates with a sales attitude, and all personnel are aware
of sales opportunities within the hotel which will assist with the maximization
of revenue.
确保时时保持销售的心态运营和管理前厅部，并确保员工也具有此种销售意识，这对于实现酒店收入的最大化有良好的辅助作用。
7. To
ensure the necessary forward planning is carried out to achieve the pre-set
annual budget for room revenue.
确保实施必要的及时计划已达到年度收入预算。
8. To
keep senior management informed of any risk or opportunity in relation to the
pre-set performance figures.
保持向高层管理人员通报任何风险或者是任何发展机会，这些风险或机会关系到酒店预先设定的业绩数字。
9. To
ensure availability is reviewed as per minimum required standards.
确保每一个标准，即使是最小的但却是必要的标准，都及时有效的得以实施。
10. To
ensure accurate advance booking count and forecasting is carried out.
采取措施以确保准确的提前预订计数和预测。
11. To
ensure all Front Office personnel are aware of all rooms sales/revenue targets
and are kept informed of performance results.
确保前厅部所有的工作人员都知道客房销售及收入目标，并获知业绩。
12. To
adhere to company credit policies to ensure revenue expected will be received.
根据公司的信用政策，确保达到预期的收益目标。
13. To
monitor competitors performance both past and future to ensure correct selling
strategies are applied.
通过对过去竞争对手和将来即将成为竞争对手的观察，制定正确的销售策略。
14. To
develop and maintain a high performance of communication relating to business
opportunity between the hotel and the Sales and Revenue offices.
发展和保持酒店与销售部门和收入部门之间关于寻找商业发展机会上高效的沟通。
15. To
ensure a high standard of liaison is maintained between Front Office and all
other departments within the hotel.
确保维护前厅部与酒店其他部门之间高效的接触和沟通。
16.
Leads
and motivates team members by leading by example and employing competent and
consistent management practices.
通过训练领导和激发团队员工。
17.
Identifies
needs and training requirements of team members. Actively takes part in
training the team, facilitating formal training sessions and on the job
training to ensure that all team members are of the same standard. Also attends
training where and when required.
考察团队成员的训练需求。积极地参加职业培训, 让员工保持水平一致。
18.
Acts
as a coach and mentor to team members, reinforcing standards and expectations
and motivating team members to strive for established targets.
做队员的导师，提高员工水平，促进他们完成所设立的目标。
19.
Responsible
for conducting all PDR’s, 1:1 meetings throughout the year, ensuring that the
feedback given to team members is fair, unbiased and provides a platform for
continued improvement, according to the Hilton standards. Ensures that all HR
related documents on team members performance is received by HR in a timely
manner.
根据希尔顿绩效发展及回顾标准，进行1：1的面谈，确保对每个员工的公平，为员工提供继续发展的平台。
20.
Keeps
up to date files on all team members, ensuring that team members’ progress,
successes and failures can be tracked and monitored for praise of correction.
及时更新员工档案，掌握员工进步、成功和失败的状况，鼓励更正。
21.
Responsible
for the departments succession planning and development of high potential team
members to ensure that all team members are trained to progress to the next
level of their career.
为部门计划和培训高潜能成员，促进他们提高工作水平。
22.
Contributes
to the hotel and team by sharing new ideas and suggestions for improvements,
being innovative and creative to provide quality service and customer care to
team members and guests.
致力于酒店工作，为酒店发展提供建议，有创新精神，为顾客提供品质服务。
23.
Responsible
for the hiring and termination of team members, ensuring that all available
positions are filled and grooming team members to fill vacancies. Ensuring that
there is a consistent quality of team members employed in the department.
对雇用和解雇员工负责, 确定所有的位置都有合适的人选。确保部门中成员的一致水平。
24.
Communicates
results from TMOS, SALT,QA, informing the team of results, areas of weakness
and strength and the following action.
熟悉员工敬业度，宾客满意度 ，质量保证报告，告之团队成员所存在的问题，强处和弱处，以及接下来要做的事情。
25.
Handles
complaints promptly and efficiently, taking the necessary action, and informing
the Guest Service Manager for
follow up, where appropriate. Follows up with all guests to ensure satisfaction
with problem resolution.
采取必要行动，及时有效的处理顾客的不满，并告知宾客服务经理进行跟踪。回访客人，确保客人对解决方法满意。
26.
Maintains
awareness of guest’s profile and specific preferences, ensuring that they are
acted upon for each reservation.
维护顾客档案和信息，确保有效的预定。
27.
Acts
as the first point of contact and liaison for VIP guests, ensuring that they
are treated personally and recognized as an individual. Follows up on a daily
basis to meet and greet VIP’s ensuring that a personalized level of service is
given.
每日问候VIP客人，确保VIP客人的个性化服务待遇。
28.
Liaises
with Sales, Reservations and the Business Development team to handle corporate
guests and contracts.
和销售，预定和业务发展团队共同为客人提供服务。
29.
Promotes
Hilton Honors
and its associated benefits to guests who are not already enrolled in the
program. Ensures that existing Hilton Honors members receive personal and professional
service that recognizes them as important guests and that their benefits are
received.
确保为希尔顿荣誉会员顾客提供优质专业的服务，建议顾客加入会员。
30.
Allocates
rooms in accordance to the guests reservation, preference and remarks,
maintaining a systemized and sales focused approach to room inventory
management.
按照客人的预定或喜好安排房间，并做详细目录管理。
31.
Ensures
that guests profiles and information is input in to the Police Report system in
a timely and accurate way.
确保宾客档案信息及时录入公安报告系统。
32.
Applies
DoubleTree by Hilton
Brand Standards in each and every action, acting as a role model and example of
how the standards should be carried out in a practical setting.
遵循希尔顿逸林品牌标准。
33.
Has
knowledge of the hotels facilities and services as well as basic knowledge of
Hilton International, MEAP & other properties in China.
掌握希尔顿酒店集团的基本概况。
34.
Is
up to date with information on facilities, attractions, places of interest,
sights and activities in and around Hotel.
了解酒店周边地区的最新信息，名胜，风景地等，为顾客提供方便。
35.
Ensures
communication, coordination and cooperation between the front desk and other
operating departments, specifically Housekeeping, F&B and Accounts.
确保前厅和其他部门间的沟通交流，特别是客房部，餐饮部等。
36.
Maintains
the hotel systems to ensure accuracy of information and data, and that it is
easy to use and operated in an organized and systemized way. Also Ensures that
the Front Desk equipment and systems are functioning at all times, and that the
area is maintained in a clean, tidy and organized way.
保持酒店数据的准确，便于操作。维持前厅设备的正常运做和工作区域的清洁。
37.
Review
and implement procedures and systems where applicable.
回顾 ，完成进度以及制定制度。
38.
Passes
on information effectively, ensuring that all necessary details are
communicated to the intended person and that any pending action is completed
and guest satisfaction confirmed. Conducts daily briefings, shift handovers,
attends meetings and effectively communicates information to team members.
确保信息有效的传达到人，及时解决问题让客人满意，参加每日必须的会议等。
39.
Adhere
to the hotel’s security and emergency policies and procedures.
坚持酒店安全制度、紧急情况处理规定和程序。
40.
To ensure that
all team members have a complete understanding of and adhere to the Hotel’s
Team member Rules and Regulations.确保员工充分的理解并遵守员工手册内容。
41. The
management reserves the right to change / extend this job description if
necessary at any point of time during her / his employment.
如有必要，该部门有权更改或补充该职位描述。
42. Carries
out any other reasonable duties and responsibilities as assigned.
完成任何其他合理的职责和被指派的职责。