Night Manager/Duty Manager 夜班经理/值班经理

Provides overall management of the entire hotel at all times, oversees all property operations and staff performance.Monitors guest satisfaction and safety ensuring that the highest levels of hospitality and service are provided. Focus on any problems and conditions in the hotel lobby and guest room area. Represents property management in resolving any guest related situation. Manages the flow of questions and directs guests within the lobby and handles the tracking of service issues.
对整个酒店任何时间提供整体的管理,监督整体运作以及员工的工作情况。监管客人的满意度和安全，确保提供最高水平的热情服务。关注酒店大堂和客人房间区域的任何问题和状况。代表酒店管理层解决与客人相关的问题。管理问题的流程并指导大堂内的客人，处理服务问题的跟踪。
l Arrives at work on time, uniform to be clean and tidy, including name tag. Personal appearance and grooming conform the Brand Service Standards and maintain the image of the hotel and the lobby at all times.
按时上班，工装干净整洁，佩戴工牌。仪容仪表需符合品牌服务标准，时刻保持酒店和前厅的形象
l Ensures the reception desk and the lobby area are clean, maintains the order of the lobby and the lobby is covered in 24 hours a day.
确保接待台和大堂保持清洁，维护大堂秩序，保证大堂24小时有工作人员值守。
l Manages day-to-day operations, ensuring the working quality, standards and meeting the expectations of the customers on a daily basis. Provides services that are above and beyond for customer satisfaction and retention.
管理日常运营，确保每日工作质量、标准和满足客户的期望。提供超越客户满意度和保留率的服务。
l Develops specific goals and plans to prioritize, organize, and accomplish your work. Participates in the development and implementation of corrective action plans to improve guest satisfaction.
制定具体的目标和计划来确定优先级、组织和完成你的工作。参与改善顾客满意度纠正措施计划的制定和实施。
l Asks for assistance when beyond the duty, such as when the situation affects the image of the hotel. Report problems effectively and make recommendations to solve them. After properly handling, complete case records and share guest information with all departments to remind staff to pay more attention.
在超过值班经理职责范围的情况下向上级请求帮助，比如说事情影响到了酒店形象。有效地报告问题和对解决问题作出建议。妥善处理后，完成事件记录，并向酒店各部门分享客人信息，提醒员工更多地关注。
l Timely shares hotel information with relative divisions, including government announcements, hotel decisions, updated instructions and room rates.
及时与酒店各分部分享酒店相关信息，包括政府公告、酒店决策、最新指示和房价等。
l Controls rooms availability.Focuses on all real-time update systems, such as GXP, Mobile check-in, mailbox, etc.
控制当前可用房的状况。关注实可能存在实时更新的系统，如GXP，Mobile Check-in，邮箱等。
l Maximizes profit by promoting every opportunity.In the case of authorization, it is necessary to adjust the price accordingly. Sell the room when the opportunity arises.
通过每个机会促销使利润最大化。在授权的情况下, 有必要及时调整房价。当机会出现时，及时出售房间。
l Completes the consolidation of checklist and other reports each shift, records the daily work in Handover detailedly, check rebates generated in the shift, and finishes cases happened in shift. Ensures the handover is completed and passed clearly at the end of each shift.
完成每个班次任务检查表和其他报表的归整，将每天的工作情况和事件详细地记录在工作日志内，检查班次内产生的减免，完成班次相关事件报告。确保在每个班次结束后，将工作日志交接清楚。
l Supervises the usage and maintenance of all kinds of equipment. Ensures that all staff take good care of equipments, and timely report to the relevant parties on fault repair and maintenance.
监督各类设备的使用与保养。确保每位员工爱护酒店的设备，及时向有关方面汇报故障维修及保养情况。
l Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed. Provides immediate assistance to guests as requested. Record the complete feedback from guest into system.
通过沟通和协助理解客人的需求，提供指导、反馈和针对个人的指导来改善服务。根据客人的要求提供及时的帮助。将客人的反馈完整的记录在系统中。
l Responds to and handles guest problems and complaints, settling disputes, resolving grievances and conflicts, otherwise negotiating with others.
处理客人的问题和投诉。解决不满和冲突，或与他人协商。
l Strives to improve service performance. Serves as a leader in displaying outstanding hospitality skills. Sets a positive example for guest relations.
努力提高服务质量。在展示杰出的待客技巧方面起领导作用。在对客关系方面树立积极的榜样。
l Intervenes in any guest/employee situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and employee well being is preserved.
根据需要对客人/员工的情况进行干预，以确保酒店的合规性，达到客人的满意度，并维护员工的福利。
l Empowers employees to provide excellent customer service. Observes service behaviors of employees and provides feedback to individuals. Ensures employees understand customer service expectations and parameters. Ensures that regular on-going communication is happening with employees to create awareness of objectives and communicate expectations, recognizes performance, and produces desired results.
授权员工提供优质的客户服务。观察员工的服务行为，并向员工提供反馈。确保员工了解客户服务的期望和参数。确保与员工进行定期的沟通，以建立对目标的认识和沟通预期，确认绩效，并产生预期的结果。