前厅部经理Front Office Manager

FINANCIAL RETURNS / 财务回报:
l  Participate in the preparation of the annual departmental operating budget and financial plans. Monitor budget and control labour costs and expenses with a focus on rate strategy, building initiatives and inventory management.
l  参与编制部门年度经营预算和财务计划。监测预算并控制劳动力成本和支出，重点关注价格结构与策略、构建计划和房间管理
l  Oversee night audit function and preparation of daily financial reports
l  检查夜间审计并确保每日财务报告的准确性
l  Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk
l  制定增加入住率和平均房价的计划，通过前台的散客和增销等方式实现
PEOPLE / 人事管理:
l  Manage day-to-day staffing requirements, plan and assign work, and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to help manage conflict and improve team member performance
l  管理日常人员配备要求，计划并合理分配工作，为团队成员制定绩效和发展目标。通过提供指导、培训和定期反馈等方式帮助团队避免冲突并提高团队成员的绩效
l  Educate and train team members in compliance with federal, state and local laws and safety regulations. Ensure staff is properly trained and has the tools and equipment to carry out job duties
l  按照地方法律和安全条例教育和培训团队成员。确保员工经过适当的培训，并拥有执行工作职责所需的工具
l  Ensure staff is properly trained on systems, security and cash handling procedures, and service and quality standards
l  确保员工在系统、安全和现金处理程序、服务和质量标准方面得到适当培训
GUEST EXPERIENCE / 宾客体验:
l  Ensure front office staff provides guests with prompt service, professional attention and personal recognition
l  确保前台工作人员为客人提供及时的服务、专业的关注和个人身份的认知
l  Ensure guests are greeted upon arrival and make time to interact effectively with guests. Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction
l  确保客人到达时受到欢迎，并留出时间与客人进行有效互动。对客人投诉做出适当的回应，征求反馈，建立关系，以推动客人满意度的持续改善
l  Conduct routine inspections of the front office and public areas and take immediate actions to correct any deficiencies
l  对前厅和公共区域进行例行检查，并立即采取措施纠正任何缺陷
 
RESPONSIBLE BUSINESS / 企业责任:
l  Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner
l  参与编制部门年度经营预算和财务计划。监控预算并控制劳动力成本和支出，重点关注利率策略、构建计划和库存管理
aCCOUNTABILITY 责任范围
This job is the top Front Office job at a full-service hotel or at a regional extended-stay hotel. May report to a Director of Rooms at a large luxury or resort hotel. Typically supervises front desk agents, and porter/shuttle services, reservations, PBX, etc. May oversee subordinate supervisors.
这项工作是全方位服务酒店中前厅部最高职位。在部分大型豪华酒店中可向房务总监汇报。通常监督前台员工，运输/班车服务、预订等分部门工作。也可以监督下属主管