Night Manager 夜班经理

Direct Hotel- and Front Office operations such as checking in, checking out and providing guest assistance whilst ensuring compliance with all front office policies, procedures, standards and satisfaction of guests’ needs.
直接进行酒店和前厅运营，例如入住、退房和提供宾客协助，同时确保遵守所有前厅政策、程 序、标准并满足宾客的需求。
Train, develop and manage the performance of direct subordinates to ensure the efficient running of front office operations.
培训、发展和管理直接下属的绩效，确保前台业务的高效运行。
Maximize hotel revenue by controlling room inventory, group blocking, packages, up selling, reinforcing the late charge policy to maximize REVPAR.
通过控制客房库存、团体封锁、套餐、追加销售、加强后期收费政策以最大化 REVPAR 来最 大化酒店收入。
Handle all customers’ complaints occurring during the night to ensure their satisfaction and proper documentation.
处理夜间发生的所有客户投诉，确保客户满意并提供适当的文件。
Greet VIP guests upon their arrival and escorts them to their room. Establish good rapport and offer assistance for the duration of their stay.在贵宾到来时迎接他们并护送他们到房间。建立良好的融洽关系并在他们逗留期间提供帮助。During sell out nights, deal with overbooking situations in the most professional and diplomatic matter in order to keep the degree of possible dissatisfaction of guests inconvenienced by the situation as low as possible.在客满的夜晚，以最专业和最外交的方式处理超额预订的情况，以尽可能降低客人因这种情况而造成的不便的不满程度。Patrol the hotel at least twice per shift to ensure that the hotel is clean, tidy, safe and that all is in proper order. Take corrective actions if necessary.每班至少巡查酒店两次，确保酒店干净、整洁、安全、秩序井然。如有必要，采取纠正措Keep abreast of all emergency procedures, hotel promotions, product knowledge, VIP arrivals, upcoming events and brief direct subordinates accordingly so that all Front Office team members are able to answer guest requests and questions.及时了解所有紧急程序、酒店促销、产品知识、VIP 抵达情况、即将举办的活动，并向直属下属通报相应情况，以便所有前厅团队成员能够回答客人的请求和问题。Report on the hotel log book all guest complaints, relevant incidents and matters that need follow up the next day, to ensure consistency and guest satisfaction.在酒店日志中报告所有客人投诉、相关事件以及第二天需要跟进的事项，以确保一致性和客人满意度。Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel.根据业务和酒店的需要，可以随时添加额外的职责和任务。