工作职责：
• Monitor front office personnel to ensure guests receive prompt, cordial attention and personal recognition
• 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。
• Supervise the Front Office team to ensure optimum occupancy and average room rate for the purpose 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。
• Monitor Front Office, and particularly Guest Relations personnel, to ensure priority members known repeat guests and other VIPs receive special attention and recognition.
• 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。
• Promote Inter－Hotel sales and in－house facilities and monitors Front Office Marketing techniques 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。
• Maintain inter－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。
• Assume overall responsibility for maintaining standards to ensure furnishings facilities 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。
• Schedule and 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。
• Maintain knowledge of credit policies and procedures and liaise closely with Finance Department 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。
• Know system recovery procedures.
• 掌握系统复原程序。
• Interpret computer reports.
• 分析电脑报告。
• Compile statistics 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。
• Continually check the accuracy of room count.
• 不断检查客房出租率的情况。
• Approve upgrades and special amenities.
• 批准房间的免费升级及特殊的礼品。
• Maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture 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。
• Conduct comprehensive monthly departmental meetings to include a review of procedures and 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。
• Communicate to the General Manager of his/her delegate all information likely to be of interest to them such as the expected arrival and departure of VIPs and all other 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。
• Maintain all procedures and adheres to them within the ICHG guidelines; in particular with 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。
• In conjunction with the Emergency Response Team prepare emergency procedures upon advice from relevant authority that cover such emergencies as Fire, Power Outrage, 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。
• Prepares efficient work schedule for Front Office Staff, arranging holidays and vacation, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures.
• 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。
• Works with 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。
• Works with Director of Finance in the preparation and management of the Department’s budget.
• 和财务总监一起编制和管理部门预算。
FINANCIAL RETURNS:
财务回报
• Participate in the preparation of the annual departmental operating budget and financial plans. Monitor
• budget and control labour costs and expenses with a focus on rate strategy, building initiatives and
• inventory management.
• 参与准备部门年度预算与财务计划。重点通过房价策略、筑房启动和排房管理，监控预算和控制人力成本和各项费用。
• Oversee night audit function and preparation of daily financial reports.
• 监管夜审工作并准备每日财务报告。
• Develop plans to increase occupancy and ADR through walk－ins and upselling at the front desk.
• 开发各种计划，通过前台过路客管理和增销从而提高客房出租率和平均每日房价。
PEOPLE:
员工团队
• Manage day－to－day staffing requirements, plan and assign work, and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to help manage conflict and improve team member performance.
• 处理员工日常事务，计划并分配工作，为每个员工设定工作绩效目标。为员工提供教导、辅导并给予定期反馈，协助解决各种员工矛盾，提高员工绩效。
• Educate and train team members in compliance with federal, state and local laws and safety regulations. Ensure staff is properly trained and has the tools and equipment to carry out job duties.
• 对全体员工实施教育与培训，确保所有工作符合国家、各省市与地方的法律和安全法规。确保为员工提供适当的培训，保证为他们配备完成工作所需的各种工具和设备。
• Ensure staff is properly trained on systems, security and cash handling procedures, and service and quality standards.
• 确保员工获得与操作系统、安全、现金处理流程、服务和标准有关的恰当培训。
GUEST EXPERIENCE:
宾客体验
• Ensure front office staff provides guests with prompt service, professional attention and personal recognition.
• 确保前厅员工为宾客提供快捷、专业和个性化的服务。
• Ensure guests are greeted upon arrival and make time to interact effectively with guests. Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction.
• 确保宾客抵达酒店时受到欢迎和问候，把握时间和宾客进行交流。以恰当的方式对宾客的投诉予以回应，通过与宾客建立良好的关系并获取反馈，不断提升宾客满意度。
• Conduct routine inspections of the front office and public areas and take immediate actions to correct any deficiencies.
• 对前厅和公共区域进行例行检查，若发现任何问题马上采取行动。
RESPONSIBLE BUSINESS:
企业责任
• Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner.
• 核查账单指令和宾客信贷情况，按酒店信贷政策操作，确保以安全方式处理所有交易。
• Train team members on PBX procedures and serve as a central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency personnel.
• 为团队成员提供 PBX 流程培训，在紧急情况下担任酒店的主要联络人；可能需对酒店的安全负责，确保将偷窃、犯罪和其它风险降至最低。
• Perform other duties as assigned. May also serve as manager on duty.
• 完成其它分配的任务，可能需要担任值班经理。
任职资格：
Required Skills –
技能要求
• Demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.
• 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。
• Good writing skills
• 具有良好写作技能
• Proficient in the use of Microsoft Office and Front Office System
• 熟练使用微软办公软件和前台系统
• Strong Leadership skills in managing teams
• 在管理队伍中有具很强的领导技能
• Ability to manage complex relationships
• 管理复杂关系的能力
Qualifications –
学历
• Bachelor’s degree 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 –
经验
• 3 years of guest service / hotel experience with one year in a management capacity, or an equivalent combination of education and experience.
• 拥有3年酒店宾客服务工作经验，包括1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 and level of experience required may vary slightly based on size and complexity of operation
• 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。
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