Duty Manager 值班经理

SCOPE 职务范围
- Under the guidance of the Front Office Manager assess, evaluate and ensure that long-term and short-term goals of the department are met. Support and assist Front Office and all Departments in the hotel to ensure a smooth, prompt and effective service to all guests. Direct and manage Front Office in absence of the Front Office Manager, respectively Assistant Front Office Manager.
遵循前厅经理的指示，支持并帮助前厅部和其它所有酒店部门的流畅运转及高效服务。前厅部门经理不在的时候协助前厅部助理经理对前厅部进行管理。
OVERALL OBJECTIVES 工作目标
The job of Duty Manager is executed satisfactorily when:
值班经理工作执行标准，如下
- Revenues, Expenses and Profits are closely monitored and budgeted figures (over)-achieved.
严密监控部门支出和收入以达到预期
- Financial Policies and Procedures are supported and followed.
支持并遵守相关财务政策
- KEA (Kempinski Experience Assessment) audit results are 88% and above.
KEA品质领先保证审查成绩高于88%
- ReviewPro results are rated on an average with “5” and above.
ReviewPro平均分高于五分
- KEES (Kempinski Employee Engagement Survey) results are 90.4% and above.
KEES(职工满意程度调查)不低于90.4%。
MAIN RESPONSIBILITIES 主要职责
- Ensures the smooth running of the operations on a day to day basis and in a pro active manner.
保证每天的日常流畅运营
- Ensures that as per Kempinski Health & Safety Policy the Fire Exits are free of obstacles.
保证所有紧急出口使用功能正常
- Support and assist all Front Office sections.
支持前厅部所有区域
- Ensures that all guests receives prompt, cordial attention and personal recognition and resolves related problems.
保证每位客人都能够收到热情且高效的服务
- Inform and co-ordinate with other operating departments e.g. Housekeeping, Engineering, Sales and Butlers of Front Office matters which may concern them.
有能力与其它部门共事，比如客房部工程部销售部以及所有与前台有联系的部门
- Check all correspondence of the day’s arrivals to familiarize with arrived and arriving guests and their needs, follows up as required.
熟悉到店客人以及预抵客人和其相关需求，并相应作出跟进
- Control room availability for walk-ins and establish accountability for guests departure dates and times.
根据客人退房日期及时间协调房间状态
- Follow up with Housekeeping any unresolved room discrepancies.
与客房解决差异房
- Check all arrivals folios, follows up on credit standing of walk-in guests and validity of account to company instructions.
检查预抵客人付账情况，包括信用卡和挂账情况
- Check all billing instructions and guest credit for accuracy. Follow up and resolve related issues.
检查客人付账情况，押金及消费情况并作相应跟进
- Maintains appropriate standards of conduct, dress, uniforms, hygiene, appearance and posture for all departmental employees.
监督并维持酒店员工制服的整洁
- Ensures that all departmental information is kept accurately and up to date.
保证所有部门信息的准确和及时性
- Promotes in house sales and facilities to maximize hotel revenues.
为酒店做促销以争取利益最大化
- Understand and carries out duties in line with Hotel Emergency Procedures.
遵守酒店紧急安全政策
- Inspects Front and Back of house for cleanliness, Health & Safety and reports any faults to concerned departments
保证酒店的整体运营环境，特别是在清洁，健康与卫生及安全方面，如有问题及时向相关部门汇报
- Inspects guestrooms on a daily basis.
相应控制房间
- Co-ordinates/Assists security personnel in all related matters.
相应协助保安部
- Responds promptly to any operational requests from Front Office and other hotel departments.
积极对前厅及酒店内的其他部门作出回应
- Attends to referred and unsolved problematic situations.
积极解决问题
- Co-ordinates and assists with accommodation and transportation of guests in overbooked situations.
在超预订情况下积极解决住宿及接送问题
- Completes VIP, delegations and group leaders welcome and farewell as appropriate.
对VIP,代表团和团队领队提供亲自接送服务以示感谢
- Conduct efficient hand-over with coming Manager.
有效交接班
Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel.
相关工作包含但不仅限于以上要求，会根据业务发展和酒店需求随时进行添加。