值班经理 Duty Manager

【职位描述】
1.Create a warm and welcoming experience for guests by concentrate on observing and collecting guest staying preference. Allocates rooms in accordance to the guests reservation, preference and remarks
致力于关注和搜集客人喜爱的入住体验，为客人创造热情周到的服务。按照客人的预定或喜好安排房间。
2.Maintains awareness of sales opportunities within the hotel, maximizing revenue in an ethical and responsible manner, ensuring the guests receive value for money
抓住商机，用合理的方式提高酒店收入，确保客人感受到物有所值。
3.Communicates effectively both orally and in writing to provide clear direction to team member. Observes performance and encourages improvement. Interviews, selects, trains, supervises, evaluates, counsels, and administers disciplinary procedures for front office team member. Monitors lobby traffic and arrange team members on duty as required. Manages costs effectively by minimizing and controlling expenses.
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。控制花费，节约成本。
4.Resolves guest concerns, and implements resolutions by using discretion and judgment. Handles complaints promptly and efficiently, taking the necessary action. Follows up with all guests to ensure satisfaction with problem resolution.
用敏锐的判断力和决断力解决客户的问题。采取必要行动，及时有效的处理顾客的不满。回访客人，确保客人对解决方法满意。
5.Reviews VIP reservations and ensures proper handling of VIPs and groups, administers amenity orders, and resumes for incoming guests. Updates system by inputting inventory and non-inventory groups. Monitors special reservation requests handling 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。
6.Passes on information effectively, ensuring that all necessary details are communicated to the intended person and that any pending action is completed and 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。
7.Maintains discipline amongst team members, ensuring consistency in accordance with the team member handbook, Chinese Labour Law and HR guidelines. Distributes appropriate 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。
8.Conducts PDR’s, 1:1 meetings throughout the year, ensuring that the feedback given to team 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。
9.Checking-in guests in accordance with their reservation details, ensuring that the registration card is completed, reservation information confirmed, Hilton Honors and Frequent 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。
10.Maintains awareness of guest’s profile and specific preferences, ensuring that they are acted 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。
11.Promotes Hilton Honors and its associated benefits to guests who are not already enrolled in the program. Ensures that existing Hilton Honors members receive personal and professional service that recognizes them as important guests and that their benefits 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。
12.Ensures that guests profiles and information is input in to the Police Report system in a timely and accurate way.
确保宾客档案信息及时录入公安申报系统。
13.Applies Hilton Brand Standards in each and every action, acting as a role model and example 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。
14.Be up 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。
15.Ensures communication, coordination and cooperation between the front desk and other operating 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。
16.Maintains the hotel systems to ensure accuracy of information and data, and that it is easy to use and operated in an organized and systemized way. Also Ensures that the Front Desk equipment and systems are functioning at all times, and that the area 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。
17.Ensures that the Front Office Manager is kept aware and up to date of operational issues.
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。
18.Ensures that the day-to-day functions of the front desk are completed. Including but not limited to Guest Services Manager’s checklist, trace reports, credit limit checks, online back-up, allocation of rooms, Lost Interface, Pay-Masters, Discount and rate discrepancies, and registration cards.
确保完成前台每日的任务，包括核对，报告，信用额度核对，网上备份等。
19.Keeps up to date and aware of competitor activities in order to be proactive and create market advantage.
警惕商业竞争行为，促进积极的市场发展。
20.Complies with Health & Safety, Emergency Management, disaster Manual, Fire procedures and regulations.
按照健康安全，危机管理部门，灾难处理方法，救火程序执行。
【任职要求】
1. At least 1 year professional experience beyond the degree
具有至少一年相关工作经验。
2.Working experience in similar five star international chain hotel is preferred.
具有同等国际连锁星级酒店工作经验者优先。
3.Team work spirit
团队精神。
4.Excellent mathematical comprehension to understand and interpret numbers as they apply to operations in hotels.
优越的数据理解性，能对日常营运的数据给予合理恰当的解释。
5.Thorough organization and supervisory skills proficient in accomplishing the task.
组织管理与督导技能。
6.Ability to work under pressure and deal with stressful situations during busy periods.
能在强压下胜任工作。