值班经理

1. Communicateseffectively both orally and in writing to provide clear direction to teammember. Observes performance and encourages improvement. Interviews, selects,trains, supervises, evaluates, counsels, and administers disciplinaryprocedures for front office team member. Monitors lobby traffic and makes teammembering adjustments as required.
与员工有效的沟通，提供明确指示，关注员工的表现并给予激励。依相关程序面试，挑选，培训，督导，评估，管理前厅部所有员工。留意大堂交通状况，根据需求进行人员调配。
2. Reviews VIPreservations and ensures proper handling of VIPs and groups, administersamenity orders, and resumes for incoming guests. Updates system by inputtinginventory and non-inventory groups. Monitors special reservation requestshandling and oversees rate changes on in-house guests.
关注VIP及有特殊要求的预订，及时更新系统相关信息，确保VIP及团队预订的良好运作。监督住店客人房价变更情况。
3. Computesdaily payroll, schedules, and other reports. Analyzes data and makes decisionsbased on prior experiences and knowledge of circumstances to prepare daily andweekly forecast of expected arrivals and departures.
关注VIP及有特殊要求的预订，及时更新系统相关信息，确保VIP及团队预订的良好运作。监督住店客人房价变更情况。
4. Managesfront office team member, resolves guest concerns, and implements resolutionsby using discretion and judgment.
对前台进行日常管理，用敏锐的判断力和决断力解决客户的问题。
5. Leads andmotivates team members by leading by example and employing competent andconsistent management practices.
通过训练及一致的管理，领导和激励团队员工。
6. Takesresponsibility of the hotel as the Duty Manager in the absence of the AssistantFront Office / Front Office Manager.
在前厅经理/前厅副经理不在的情况下，作为值班经理负起责任。
7. CompletesNight Shift Duties acting as the Night Manager while on duty.
当班期间完成夜班经理职务。
8. Activelytakes part in training the team, facilitating formal training sessions and onthe job training to ensure that all team members are of the same standard. Alsoattends training where and when required.
积极地参加职业培训,让员工保持水平一致。
9. Acts as acoach and mentor to team members, reinforcing standards and expectations andmotivating 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。
10. Maintainsdiscipline amongst team members, ensuring consistency in accordance with theteam member handbook, Chinese Labour Law and HR guidelines. Distributesappropriate discipline when and where required.
确保员工手册，相关劳动法，HR相关政策的一致性，必要的时候提供培训。
11. ConductsPDR’s, 1:1 meetings throughout the year, ensuring that the feedback given toteam members is fair, unbiased and provides a platform for continued improvement,according to the Hilton standards.
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。
12. Isinvolved with succession planning and development of high potential teammembers to ensure that all team members are trained to progress to the nextlevel of their career.
培训部门高潜能员工，促进工作水平的提高及进一步的职业规划。
13. 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，为酒店发展提供创造性的建议，为顾客和整个团队提供高品质服务。
14. 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.
简单易懂的培训新员工，使其尽快达到胜任工作的最低标准,了解公司的期许与要求。
15. Creatinga warm and welcoming arrival for guests, ensuring that they feel expected andimmediately “at-home” when they arrive.
为顾客提供热情周到的服务，有宾至如归感。
16. Checking-inguests in accordance with their reservation details, ensuring that theregistration card is completed, reservation information confirmed, Honours andFrequent Flyer Number enquired about, and method of payment secured.
依照预订为客人办理入住，核对预订信息，希尔顿荣誉客会号及航空公司会员号，确保入住登记表的完整性及付款方式安全有效。
17. Ensuringthat guests are escorted to their room and the hotel facilities and roomfeatures are explained, and that luggage is delivered in a prompt manner.
将客人送至客房，介绍客房布局，确保行李及时送达等。
18. Handlescomplaints promptly and efficiently, taking the necessary action; track on DMlog objectively, share case and guest information with related department;Inform FOM and MOD if necessary. Follows up with all guests to ensuresatisfaction with problem resolution.
采取必要行动，及时有效的处理顾客的不满;客观地记录在值班经理日志，讲案例与客人信息与相关部门进行分享，如有必要需告知前厅经理或当值经理。回访客人，确保客人对解决方法满意。
19. Maintainsawareness of guest’s profile and specific preferences, ensuring that they areacted upon for each reservation.
将客人送至客房，介绍客房布局，确保行李及时送达。
20. Actsas the first point of contact and liaison for VIP guests, ensuring that theyare treated personally and recognized as an individual.
作为VIP客人最先联系到的部门，要确保他们的个性化服务。
21. 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。
22. PromotesHHonours and its associated benefits to guests who are not already enrolled inthe program. Ensures that existing HHonours members receive personal andprofessional service that recognizes them as important guests and that theirbenefits are received.
引入新的荣誉客会会员，确保会员应得利益，为会员提供优质专业的服务。
23. Liaiseswith Sales, Reservations and the Business Development team to handle corporate.
协同销售，预订及业务发展团队共同为客人提供服务。.
24. Ensuresthat guests profiles and information is input in to the Police Report system ina timely and accurate way.
确保宾客档案信息及时录入公安申报系统。
25. 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.
遵循希尔顿品牌服务标准并贯彻到实际的运作当中。
26. 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。
27. Isup to date with information on facilities, attractions, 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。
28. Ensurescommunication, coordination and cooperation between the front desk and otheroperating departments, specifically Housekeeping, F&B and Accounts.
确保前台和其他部门间的沟通交流，特别是客房部，餐饮部和财务部等。
29. 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.
维护酒店电脑系统信息数据的准确性，便于系统操作，确保前台运营设备的正常运转以及工作区域的整洁清洁。
30. 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.
确保信息的有效传递，尚未完成的事情逐一移交至有关人员，让宾客满意。参加日常例会及其他会议。
31. Ensuresthat the Front Office Manager is kept aware and up to date of operationalissues.
汇报最新的工作进展，确保前厅经理对整个部门营运状况的了解。
32. Ensuresthat the day-to-day functions of the front desk are completed. Including butnot limited to Guest Services Manager’s checklist, trace reports, credit limitchecks, online back-up, allocation of rooms, Lost Interface, Pay-Masters, Discountand rate discrepancies, and registration cards.
确保完成行政楼层每日的任务，包括核对，报告，信用额度核对，网上备份等。
33. ChecksRegistration cards, meeting and function information, billing instructions,financial records and reservation backup to ensure that all informationreceived is actioned upon.
核对入住登记表，会议及活动信息，预订备份等。
34. Completesreports where and when requested, ensuring that they are complete and deliveredon time to the respected party.
如有要求，提供完整的报告，并及时送至所需部门。