前厅部经理

MAJOR RESPONSIBILIES:主要职责
Be responsible for all front office functions and staff. Areas of responsibility include Concierge, Front Desk, Guest Services, At Your Service, Executive Floor, Health Club and Retail/Gift Shop. As a department head, directs and works with managers and associates to successfully execute all front office operations, including guest arrival and departure procedures. Strives to continually improve guest and associate satisfaction and maximize the financial performance of the department.
为所有前厅部门和工作人员负责。责任范围包括礼宾部，前台接待，客户服务，为您服务，行政楼层，健身房和零售/礼品店。作为一个部门主管，指挥和管理部门人员，并与其他部门之间合作，完成前厅服务工作，包括客人的入住和退房手续。力争不断提高客户满意度，最大限度的完成部门财务业绩。
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SPECIFIC DUTIES:工作任务
1. Leading Guest Services Team 指挥客户服务团队:
l Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
利用人际沟通技巧和领导能力，影响和鼓励他人，倡导良好的金融/商业决策。
表现诚实，正直，并以身作则。
l Encourages and builds mutual trust, respect, and cooperation among team members.
鼓励和建立相互信任，尊重以及团队合作。
l Serves as a role model to demonstrate appropriate behaviours.
以身作则，表现合适的行为。
l Supervises and manages associates, Managers all day-to-day operations. Understands associate positions well enough to perform duties in associates’ absence.
监督员工及管理人员的日常运营。在员工缺席时，可以履行员工的职责。
l Establishes and maintains open, collaborative relationships with associates and ensures associates to the same within the team.
建立并保持一个开放，合作的关系，并确保公平对待每一位员工。
l Ensures recognition of associates is taking place across areas of responsibility.
确保员工的工作的认知性。
l Communicates performance expectations in accordance with job descriptions for each position and monitors progress.
确保所有职位的员工按照岗位工作描述工作，并监督进展。
l Celebrates successes and publicly recognizes and contributions of team members.
公开承认员工的贡献,并庆祝成功。
2. Maintaining Goals 保持目标:
l Achieve and exceeds goals including performance goals, budget goals, team goals, etc.
达到和超过目标，包括绩效目标，预算目标，团队目标等。
l Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
管理日常运作，确保质量，标准并满足客人的期望。
l Develops specific goals and plans to prioritize, organize, and accomplish your work.
建立具体目标和计划，并组织，完成目标计划。
l Keeps Front Office team focuses on the critical components of operations to drive guest satisfaction and desired financial results.
保持前厅服务人员以提高客人满意度和达到财务业绩为标准。
l Conducts department meetings and continually communicates a clear and consistent message regarding the Front office goals to produce desired results.
举行部门会议，并不断明确和一致工作目标。
l Reviews staffing levels to ensure the guest service, operational needs and financial objectives are met.
审查人员编制，满足日常运营的同时，满足财务目标。
l Understands the impact of Front Office operations on the Rooms area and overall property financial goals.
理解前台操作对房务部和整个酒店的经济目标的影响。
l Manages department controllable expenses to achieve or exceed budgeted goals.
管理部门费用，以达到或超过预算目标。
3. Managing Projects and Policies 管理项目和政策:
l Ensures compliance with all Front Office policies, standards and procedures.
确保遵守前厅部所有政策，标准和程序。
l Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operation Procedures.
确保酒店政策的公平和一致性，纪律程序和文件都按标准完成。
4. Ensuring Exceptional Customer Service 确保优异的客户服务:
l Provides services that are above and beyond for customer satisfaction and retention.
提高客人满意度，建立客户忠实度。
l Improves service by communication and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
通过指导，反馈或个别辅导的方式，协助每位员工理解客人的需求。
l Acts as the “Service Champion” for the Front Office and creates a positive atmosphere for guest relations.
充当“服务冠军”，创造积极的客户服务氛围。
l Strives to improve service performance.
不断提高服务质量。
l Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.
评价客户意见卡，满意调查报告等，以确定改进的地方。
l Responds to and handles guest problems and complaints.
回应并处理客人问题和投诉。
l Observes service behaviours of associates and provides feedback to individuals and managers.
观察员工行为，必要时向其本人或直属上级提供意见。
5. Managing and Conducting Human Resource Activities 人力资源管理和活动:
l Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
识别发展要求，提供培训等提高员工知识和技能。
l Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
为下属提供指导和方向，包括设定和检测标准。
l Establishes challenging, realistic and obtainable goals to guide operation and performance.
建立可实现的，具有挑战性的目标，指导并实现目标。
l Solicits associate feedback, utilizes an “open door” policy, and reviews associate satisfaction results to identify and address associate problems or concerns.
利用“门户开放”政策，接受员工的意见。
l Ensures associates are treated fairly and equitably.
公平对待每一位员工。
l Manages associate progressive discipline procedures for Front Office staff.
根据相应纪律政策管理前厅部员工。
l Administers the performance appraisal process for direct report managers.
管理评估直属下级。
l Interviews and hires managers and hourly associate the members with the appropriate skills and in a timely manner to meet the business needs of the operations.
面试雇佣部门经理，提供相应培训以满足营运需要。
6. Additional Responsibilities 其他职责:
l Analyzes information and evaluating results to choose the best solution and solve problems.
分析信息和评估结果，选择最佳的解决方案并解决问题。
l Identifies and analyzes Front Office operational challenges and facilitates the development of solutions to prevent reoccurrence.
识别和分析前厅的的工作挑战并寻求促进发展的解决方案，以防止再次发生。