Front Office Manager前厅部经理

Duties andResponsibilities工作职责
· Monitorfront office personnel to ensure guests receive prompt, cordial attention and personalrecognition
· 管理前厅部工作人员，以确保来宾被及时的礼貌接待并得到充分的注意和重视。
· Supervisethe Front Office team to ensure optimum occupancy and average room rate for thepurpose of maximizing revenue
· 监督前厅部队伍，确保最高的入住率和平均房价，以实现收益最大化。
· MonitorFront Office, and particularly Guest Relations personnel, to ensure prioritymembers known repeat guests and other VIPs receive special attention andrecognition
· 监督前厅部，特别是客户关系人员，确保优悦会会员、常客和其它贵宾得到特别的关照和礼遇。
· PromoteInter-Hotel sales and in-house facilities and monitors Front Office Marketingtechniques in line with FIT marketing program
· 促进店际销售及推销酒店内设施，依照散客市场计划监督前厅部人员的市场技巧。
· Maintaininter-departmental relationships to ensure seamless customer service
· 维护各部门之间的关系以确保对客服务畅通。
· Assumeoverall responsibility for maintaining standards to ensure furnishingsfacilities and equipment are clean, in good repair and well maintained
· 承担保持外观标准的整体责任，确保家具和各种设备均保持外表清洁、运转良好并得到妥善维护。
· Scheduleand regularly conducts routine inspections of areas under his/her control
· 计划并实施对所管区域的定期检查。
· Maintainknowledge of credit policies and procedures and liaise closely with FinanceDepartment to ensure that credit procedures are properly carried out
· 掌握信用政策和程序，并与财务部密切联系，以确保信用程序的全面执行。
· Knowsystem recovery procedures
· 掌握系统复原程序。
· Interpretcomputer reports
· 分析电脑报告。
· Compilestatistics for front office and provide reports relating to that area
· 为前厅部整编统计数字并提供与之相关的报告。
· Continuallycheck the accuracy of room count
· 不断检查客房出租率的情况。
· Approveupgrades and special amenities
· 批准房间的免费升级及特殊的礼品。
· Maintainappropriate standards of conduct, dress, hygiene, uniforms, appearance andposture of departmental employees
· 保持部门员工的行为、装束、卫生、制服穿着、外表和仪态标准。
· Conductcomprehensive monthly departmental meetings to include a review of proceduresand events which warrants special handling and detailed information
· 每月召开综合性部门会议，内容包括对需要特别处理和提供详细信息的程序及活动的总结。
· Communicateto the General Manager of his/her delegate all information likely to be ofinterest to them such as the expected arrival and departure of VIPs and allother pertinent information
· 向总经理或其的代表，以及其它部门负责人通报所有他们可能感兴趣的信息，如贵宾来店和离店的情况及其它相关信息
· Maintainall procedures and adheres to them within the ICHG guidelines; in particularwith emphasis on hotel credit policy.
· 在洲际酒店集团指导方针的框架内遵守工作程序，特别是要以酒店的信用制度为重点
· Inconjunction with the Emergency Response Team prepare emergency procedures uponadvice from relevant authority that cover such emergencies as Fire, PowerOutrage, Bomb Threat, Cyclone Warnings, etc
· 与紧急事件小组协作，在得到相关授权后准备紧急程序以应对火灾、停电、炸弹威胁、暴风预警等紧急事件
· Preparesefficient work schedule for Front Office Staff, arranging holidays andvacation, taking into consideration project occupancy and forecasts and anylarge group movements, especially those with early or late arrivals ordepartures
· 在考虑酒店入住情况和预测以及大规模的团组活动，特别是关于提前或延迟到达及离店的情况的前提下，为前厅部员工准备高效的工作计划，安排节日和假日。
· Workswith Human Resources on manpower planning and management needs
· 和人力资源部一起进行人力规划和管理需求
· Workswith Director of Finance in the preparation and management of the Department’sbudget.
· 和财务总监一起编制和管理部门预算
RequiredSkills –
技能要求
· Communicationskills are utilized a significant amount of time when interacting with others;demonstrated ability to interact with customers, employees and third partiesthat reflects highly on the hotel, the brand and the Company.
· 拥有在与他人交往时大多数时间所使用的沟通技能；完全代表酒店，品牌和公司与顾客，员工和第三方交往的能力
· Goodwriting skills
· 具有良好写作技能
· Proficientin the use of Microsoft Office and Front Office System
· 熟练使用微软办公软件和前台系统
· Problemsolving, reasoning, motivating, organizational and training abilities
· 具有解决问题，推理，号召，组织和培训能力
· StrongLeadership skills in managing teams
· 在管理队伍中有具很强的领导技能
· Abilityto manage complex relationships
· 管理复杂关系的能力
Qualifications –
学历
· Bachelor’sdegree in Hotel Administration, Business Administration or equivalent
· 具有酒店行政管理，商业管理或相关的学士学位。
Experience –
经历
· 5yearsof guest service / hotel experience with three year in a management capacity, oran equivalent combination of education and experience.
· 拥有5年酒店宾客服务工作经验，包括3年管理经验，或与此相当的教育和相关工作经验结合的背景
· Type andlevel of experience required may vary slightly based on size and complexity ofoperation
· 经验类型和程度的要求可能因运营规模和复杂性而略有不同。
aCCOUNTABILITY责任
Number of employees supervised –
管理的员工
· AssistantFront Office Manager / Duty Manager / Lobby Host / ISC Telephone Operator /Health Club Attendant/Bellman/Driver
· 前厅部经理助理 / 值班经理 / 大堂接待员 / ISC 电话接线生健身俱乐部服务员 / 行李员 / 司机