Front Office Manager 前厅部经理

Manages and motivates all front office personnelto include hiring, supervision, training, communicating objectives for the day,disciplining, scheduling and visually monitoring performance to ensureadherence to all service and productivity standards to provide guestsatisfaction.
理管理前台运作，员工招聘，激励和监督员工的培训，控制 服务质量， 确保顾客满意度。
Checks and controls room reservations, frontoffice systems, supplies inventory, scheduling, forecasting and departmentbudget to maximize revenue. Compile and prepares financial reports, including:rate and availability calendar.
关注房间预订情况，及时更新系统相关信息，确保利润最大化 ，准备财务报表 。
Communicates with guests and team membersboth verbally and in writing to answer questions and provide clear direction inadvising and instructing staff in details of work. Organizes, conducts and / orattends meetings to obtain and disseminate pertinent information.
与客人和员工有效的沟通，提供明确指示，主持会议并传达相关信息。
Implements and monitors all corporatemarketing programs to include HHonors, Senior HHonors etc.
监督有效执行公司的忠诚客户计划。
In additionto performance of the essential functions, this position may be required toperform a combination of the following supportive functions, with thepercentage of time performing each function to be solely determined bymanagement based upon the particular requirements of the company.
除上述基本职责之外，另有以下职责需要执行
Leads and motivates team members byleading by example and employing competent and consistent management practices.
通过训练领导和激发团队员工.
Takesresponsibility of the hotel as the Duty Manager in the absence of the Directorof Operations or General Manager.
在营运总监和总经理不在的情况下作为值班经理对酒店负责。
Identifiesneeds and training requirements of team members. Actively takes part intraining the team, facilitating formal training sessions and on the jobtraining to ensure that all team members are of the same standard. Also attendstraining 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。
Actsas a coach and mentor to team members, reinforcing standards and expectationsand 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。
Responsiblefor maintaining and delivering discipline amongst managers and team members,ensuring consistency in accordance with the team member handbook, UAE LabourLaw and HR guidelines. Distributes appropriate discipline when and whererequired.
确保员工手册，相关劳动法，HR指南的一致性，必要的时候提供培训。
Responsiblefor conducting all PDR’s, 1:1 meetings throughout the year, ensuring that thefeedback given to team members is fair, unbiased and provides a platform forcontinued improvement, according to the Hilton standards. Ensures that all HRrelated documents on team members performance is received by HR in a timelymanner.
根据希尔顿PDR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。
Keepsup 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。
Responsiblefor the departments succession planning and development of high potential teammembers to ensure that all team members are trained to progress to the next levelof 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。
Contributesto the hotel and team by sharing new ideas and suggestions for improvements,being innovative and creative to provide quality service and customer care toteam 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。
Responsiblefor the smooth induction and facilitation of training for new team members,ensuring that they are trained to the minimum level standard and that they cancompetently complete their job and that they know what is expected of them.
简单易懂的训练新员工，使其尽快达到胜任工作的最低标准，明白公司对他要求是什么。
Responsiblefor the hiring and termination of team members, ensuring that all availablepositions are filled and grooming team members to fill vacancies. Ensuring thatthere 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。
Communicatesresults from TMOS, SALT, QA, informing the team of results, areas of weaknessand strength and the following action.
熟悉TMOS，SALT ，QA 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。
Creating a warm and welcoming arrivalfor guests, ensuring that they feel expected and immediately “at-home” whenthey arrive.
为顾客提供热情服务，让他们立刻有回家的感觉。
Checking-inguests in accordance with their reservation details, ensuring that theregistration card is completed, reservation information confirmed, HHonors andFrequent Flyer Number enquired about, and method of payment secured.
核对宾客完整的预定及详细信息，准备好欢迎卡，确保付款方式安全有效。
Ensuring that guests are escorted totheir room that the hotel facilities and room features are explained, and thatluggage is delivered in a prompt manner.
将客人送至客房，介绍客房布局，确保行李及时寄存等。
Handlescomplaints promptly and efficiently, taking the necessary action, and informingthe Guest Relations Manager for follow up, where appropriate. Follows up withall 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，适当的时候告知值班经理或宾客关系经理。回访客人，确保客人对解决方法满意。
Maintainsawareness of guest’s profile and specific preferences, ensuring that they areacted upon for each reservation.
维护顾客档案和信息，确保有效的预定。
Actsas the first point of contact and liaison for VIP guests, ensuring that theyare treated personally and recognized as an individual. Follows up on a dailybasis to meet and greet VIP’s ensuring that a personalized level of service isgiven.
每日问候VIP客人，确保VIP客人的个性化服务待遇。
Liaiseswith Sales, Reservations and the Business Development team to handle corporateguests and contracts.
和销售，预定和业务发展团队共同为客人提供服务。
PromotesHHonors and its associated benefits to guests who are not already enrolled inthe program. Ensures that existing HHonors members receive personal andprofessional service that recognizes them as important guests and that theirbenefits 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。
Allocatesrooms in accordance to the guests’ reservation, preference and remarks,maintaining a systemized and sales focused approach to room inventorymanagement.
按照客人的预定或喜好安排房间，并做详细目录管理。
Ensuresthat guests’ profiles and information is input in to the Police Report systemin a timely and accurate way.
确保宾客档案信息及时录入公安报告系统。
AppliesHilton Brand Standards in each and every action, acting as a role model andexample of how the standards should be carried out in a practical setting.
遵循希尔顿品牌标准。
Hasknowledge of the hotels facilities and services as well as basic knowledge ofHilton International, MEAP & other properties in China.
掌握希尔顿酒店集团的基本概况。
Isup to date with information on facilities, attractions, and 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。
Ensurescommunication, coordination and cooperation between the front desk and otheroperating 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。
Maintainsthe hotel systems to ensure accuracy of information and data, and that it iseasy to use and operated in an organized and systemized way. Also Ensures thatthe Front Desk equipment and systems are functioning at all times, and that thearea 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。
Reviewand implement procedures and systems where applicable.
回顾，完成进度以及制定制度。
Passeson information effectively, ensuring that all necessary details arecommunicated to the intended person and that any pending action is completedand 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。
Ensuresthat the Front Desk Manager is kept aware and up to date of operational issues.
确保前台经理知道要完成的任务
Managesthe FDM, DM, Chief Concierge, Business Centre Manager, Executive LoungeManager, Operator Manager, to ensure that the day-to-day functions of therelevant departments are completed. Including but not limited to the relevantchecklists, trace reports, credit limit checks, online back-up, allocation ofrooms, Lost Interface, Pay-Masters, Discount and rate discrepancies, andregistration cards.
管理前台经理，值班经理，首席礼宾司，商务中心经理，行政楼层经理，总机经理，等。确保完成行政楼层每日的任务，包括核对，房间分配，报告，信用额度核对，网上备份等。
Completesreports where and when requested, ensuring that they are complete and deliveredon time to the respected party, including the month end report.
如有要求，提供完整的报告，并及时送至所需部门。
Ensuresthat the team member in charge of the requisitions keeps the front desk stockedand maintained with requisitions and that par levels are maintained and stocktracked.
节约成本，确保存货不浪费。
Keepsup to date and aware of competitor activities in order to be proactive andcreate market advantage.
警惕商业竞争行为，促进积极的市场发展。
Ensurethat the department adheres to the hotel selling strategy of Demand BasedPricing and maintains rate integrity by offering clear, transparent, and valuefor money rates to guests.
根据价格要求向客人提供相应物有所值的物品。
Complieswith Health & Safety, Emergency Management, disaster Manual, and Fireprocedures and regulations. In the absence of the Guest Relations Manager, is apart of the Fire Team and takes action accordingly.
按照健康安全，危机管理部门，灾难处理方法，救火程序执行。在宾客关系经理
不在场的情况下，成为救火的一部分参与行动。
Monitorshotel benchmarks (TMOS, QA, and SALT) evaluate performance and results, take correctiveaction and constantly strive for improvement. Reviews on a continual basis andformulates action plans in order to drive results.
管理酒店（TMOS，QA,SALT）评估的结果，为要改进做的地方做出行动。
Conductsregular meetings with key departmental managers to review business trends anddiscuss departmental issues, taking action where necessary.
与关键部门进行会议，讨论商务趋势及部门别的议题,必要的时候采取行动。
ActingDuty Manager in absence of the DO or GM.
总经理和营运总监不在的时候作为值班经理。
Adheresstrictly to standard cash handling procedures amongst team members, ensuringthat all team members balance their float and drop the required amount.
严格遵守现金收付手续，收取现金，信用卡，转帐，代金券等。
Adheresto the company credit policy at all times when handling cash, credit cardtransactions, city ledger, providing currency exchange services, LPO and thirdparty payments for rooms, meetings, F&B and any other charges that may beincurred by guests.
收取现金，信用卡，代金券，公司或第三方付费等服务时要严格遵守酒店规定。
Maintainssafety deposit boxes, ensuring that guests’ valuables are safe and secure atall times.
为客人提供保险箱，保证他们的财物安全。
Followsup on outstanding accounts to ensure no loss of revenue and secures method ofpayment for upcoming reservations.
确定帐户上没有损失，保证付款安全。
Maintainsthe efficiency of departure by checking all guests’ folios to ensure accuracyof charges.
确保所有客人的帐单准确，让客人迅速办理离店手续。
Managescosts effectively by minimizing and controlling expenses.
控制花费，节约成本。
Managersand approves rebates, refunds and discounts where applicable.
在必要的时候给予折扣等优惠。
Maintainsawareness of sales opportunities within the hotel, maximizing revenue in anethical and responsible manner, ensuring the guests receive value for money andadhering to Hilton Brand Standards.
抓住商机，用合理的方式提高酒店收入，确保客人物有所值。
Actively promotes up selling and createsopportunities when allocating room inventory and managing demand to ensuremaximum revenue generation where available. Manages the department in order tocreate the maximum opportunity for up selling, tracking the performance anddevising strategies.
积极向客人推销从在每个客人身上获取最大利益。为获取最大利益提供策略。
Involvementin the planning and creation of Yearly Budget / Forecast. Responsible forensuring that costs are kept in line and expenses maintained according to thebudget. To review on a monthly basis and take appropriate action.
参与计划每年的预算。每月回顾，确保不超支。
To undertake any other reasonable taskor request as directed by the management.
接受部门其他合理的任务或要求的安排