值班经理 Duty Manager

As Duty Manager, you will be responsible for the following duties:作为值班经理，您需要承担以下职责：Familiar with Front Office Operational Standards and Procedures.熟知前厅部的运作和工作流程。Maintain good knowledge of all corporate programs.对所有公司项目保持良好的认识。Maintain a good knowledge of the room rates, discounts, packages, hotel facilities, special events, etc.对客房价格、折扣、套餐、酒店设施、相应活动等有全面的的了解。Abide by the service standards.遵守集团的服务标准。Maintain good working relations with all departments.与其它部门保持良好的关系。Work close with reception supervisor.与前台主管紧密协作。Review arrival information on a daily basis; VIP, Repeat guests, Groups, special requests etc.查看每日的VIP报表，团队到店和客人相应的要求。Conduct VIP room inspections with particular emphasis on cleanliness and standard set up. Make sure the amenity was set up appropriately.检查VIP客人的房间，特别是房间的清洁度和物品的标准摆放。确保所有物品符合集团的标准。Greet VIPs, Repeat guests and long staying guests upon arrival and ensures their allocated accommodation is satisfactory.迎接VIP客人、长住客等，确保客人在店期间的入住体验满意度。Assist in handling claimed reservations and turn-away according to policies and procedures.根据酒店的流程和政策协助处理预定的更改和取消。Carry out inspection of front of the house and back of the house areas regularly, including lobby cleanness, lighting, background music, main entrance and driveway.时常对酒店各个区域进行巡查，包括大堂的清洁、灯光、背景音乐、出入口以及园区内的机动车道。Ensure that all associates comply with the grooming and uniform standards.确保所有员工遵守仪容仪表和统一标准。Ensure GSA check the room discrepancies everyday to ensure correct room status at all times.确保GSA每天检查房间的差异，确保房态的一致性。Conduct department briefing.组织部门交接班会议。Assist with income auditor to ensure the financial policy and procedure are consistently carry on by GSA in line with MOHG standard协助收入审计员确保GSA的操作流程符合酒店集团的的财务规章制度。Represent hotel management in handling guest complain and special inquiries to ensure smooth running of operation.必要时代表酒店驻店经理处理客人投诉和答疑，确保酒店运作的顺利进行。To coordinate with other department in order to achieve the guest satisfaction and expectation与其他部门合作以达到客人的满意和期望。Ensure that guest complaints are properly logged and acted upon by trying to avoid any guest leaving the hotel dissatisfied. Solicits assistance from Management if needed.确保客人的投诉被妥善记录，做到让宾客满意，避免客人因对酒店不满而离店。如有需要，向管理层寻求帮助。Log all incidents of importance and guest comments in shift logbook for Management.将所有重要的客人信息记录下来方便日后应用管理。Log security incidents and accidents in accordance with hotel requirements.根据酒店要求记录安全事故和事故Assist in investigating and resolving written guest complaints.协助调查和解决书面客人投诉。Maintain effective guest relations, builds rapport and offer personalized service and assistance.保持有效的客户关系，建立和谐关系，提供个性化的服务和帮助。Deliver high quality service to guests.为客人提供优质的服务。Maintain the communication with guest and colleagues to constantly improve the quality of service与客人和同事保持交流沟通，不断提高服务质量。Assist Reception when required; perform check in, check out, etc.需要时帮助前台办理入住和退房。Carry out hotel night audit according to hotel procedure.根据集团要求进行每日的夜审工作。Report to management on deficiencies and irregularities noted in the operation.对管理中出现的缺陷和违规行为的管理报告Proactively sell the Mandarin Oriental Hotel products and services by using up-selling and suggestive selling techniques.积极主动的推荐酒店的产品和服务，从而帮助增加酒店的营业额。Maintain a high level of product and service knowledge in order to explain or make recommendation for guest保持高水平的产品和服务知识，便于向客人解释或推荐。Be familiar with property safety, current first aid and fire emergency procedures.熟悉财产安全以及当前急救和消防应急程序。Assist other departments in resolving problems when Department head concerned is not available.当部门主管不在时，协助其他部门解决问题。Provide ongoing advice and support to staff under your supervision.监督员工，提供持续的建议和支持。Supervise staff performance.监督员工的工作表现。Ensure all reporting and servicing deadlines are met on a timely basis.确保所有报表和服务的传递及时完成。Attend the training and meeting as required.按要求参加培训和会议。Carry out other duties or tasks assigned / delegated by Assistant Front Office Manager/Front Office Manger完成前厅部副经理/前厅部经理分配的工作任务。As Duty Manager, we expect from you: 作为别墅经理，我们需要您具备：Strong interpersonal and problem-solving abilities.较强的人际交往能力及解决问题的能力Excellent Hotel product knowledge.精通酒店产品知识Highly responsible & reliable.高度的责任心和可靠性Works well under pressure in a fast-paced environment.在快节奏的环境中，提升抗压能力Ability to work cohesively as part of the team.团结协作Ability to focus attention on guest needs, always remaining calm and courteous.专注客人需求，情绪稳定，彬彬有礼 English language skills较好的英语语言技能