Checks and controls room reservations, front
office systems, supplies inventory, scheduling, forecasting and department budget
to maximize revenue. Compile and prepares financial reports, including: rate
and availability calendar.
关注房间预订情况，及时更新系统相关信息，确保利润最大化，准备财务报表 。
Communicates with guests and team members
both verbally and in writing to answer questions and provide clear direction in
advising and instructing staff in details of work. Organizes, conducts and / or
attends meetings to obtain and disseminate pertinent information.
与客人和员工有效的沟通，提供明确指示，主持、参加会议并传达相关信息。
Implements and monitors all corporate
marketing programs to include Honors, Senior Honors etc.
监督有效执行公司的忠诚客户计划。
Leads and
motivates team members by leading by example and employing competent and
consistent management practices.
通过训练领导和激发团队员工.
Takes responsibility of the hotel as the Duty
Manager in the absence of the Director of Operations or General Manager or
Front Office Manager.
在营运总监,总经理和前厅部经理不在的情况下作为值班经理对酒店负责。
Identifies needs and training requirements of team
members. Actively takes part in training the team, facilitating formal training
sessions and on the job training to ensure that all team members are of the
same standard. Also attends training where and when required
考察团队成员的训练需求。积极地参加职业培训, 让员工保持水平一致。
Acts as a coach and mentor to team members,
reinforcing standards and expectations and motivating 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。
Responsible for maintaining and delivering
discipline amongst managers and team members, ensuring consistency in
accordance with the team member handbook, UAE Labour Law and HR guidelines.
Distributes appropriate discipline when and where required.
确保员工手册，相关劳动法，HR指南的一致性，必要的时候提供培训。
Keeps up to date files on all team members,
ensuring that team members’ progress, successes and failures can be tracked and
monitored for praise of correction.
及时更新员工档案，掌握员工进步、成功和失败的状况，鼓励更正。
Responsible for the departments succession planning
and development of high potential team members to ensure that all team members
are trained to progress to the next level of their career.
为部门计划和培训高潜能成员，促进他们提高工作水平。
Contributes to the hotel and team by sharing new
ideas and suggestions for improvements, being innovative and creative to
provide quality service and customer care to team members and guests.
致力于酒店工作，为酒店发展提供建议，有创新精神，为顾客提供品质服务。
Responsible for the smooth induction and
facilitation of training for new team members, ensuring that they are trained
to the minimum level standard and that they can competently complete their job
and that they know what is expected of them.
简单易懂的训练新员工，使其尽快达到胜任工作的最低标准，明白公司对他要求是什么。
Communicates results from TMOS, SALT, QA, informing
the team of results, areas of weakness and strength and the following action.
熟悉TMOS，SALT ，QA 报告，告之团队成员所存在的问题，强处和弱处，以及接下来要做的事情。
Creating a
warm and welcoming arrival for guests, ensuring that they feel expected and
immediately “at-home” when they arrive.
为顾客提供热情服务，让他们立刻有回家的感觉。
Handles complaints promptly and efficiently, taking
the necessary action, and informing the Guest Relations Manager for follow up,
where appropriate. Follows up with all guests to ensure satisfaction with
problem resolution.
采取必要行动，及时有效的处理顾客的不满，适当的时候告知值班经理或宾客关系经理。回访客人，确保客人对解决方法满意。
Maintains awareness of guest’s profile and specific
preferences, ensuring that they are acted upon for each reservation.
维护顾客档案和信息，确保有效的预定。
Liaises with Sales, Reservations and the Business
Development team to handle corporate guests and contracts.
和销售，预定和业务发展团队共同为客人提供服务。
Promotes Honors and its associated benefits to
guests who are not already enrolled in the program. Ensures that existing Honors members receive personal and professional service that recognizes them
as important guests and that their benefits are received.
确保为希尔顿荣誉会员顾客提供优质专业的服务，建议顾客加入会员。
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报告系统。
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.
遵循希尔顿品牌标准
Has knowledge of the hotels facilities and services
as well as basic knowledge of Hilton International, MEAP & other properties
in China.
掌握希尔顿酒店集团的基本概况
Is up to date with information on facilities,
attractions, and 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。
Ensures communication, coordination and cooperation
between the front desk and other operating departments, specifically
Housekeeping, F&B and Accounts.
确保前厅和其他部门间的沟通交流，特别是客房部，餐饮部等。
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.
保持酒店数据的准确，便于操作。维持前厅设备的正常运做和工作区域的清洁。
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.
确保信息有效的传达到人，及时解决问题让客人满意，参加每日必须的会议等。
Ensures that the
Front Desk Manager is kept aware and up to date of operational issues.
确保前台经理知道要完成的任务
Over-supervise and take the Manager role when the Front Desk Manager,
GRM, Chief
Concierge, Executive Lounge Manager, Operator Manager is not available, to ensure that the day-to-day functions of
the relevant departments are completed. Including but not limited to the
relevant checklists, trace reports, credit limit checks, online back-up,
allocation of rooms, Lost Interface, Pay-Masters, Discount and rate
discrepancies, and registration cards.
当前台经理，宾客关系经理，礼宾司，行政楼层经理，总机经理，等无法行使职能时，主动承担相关部门运营责任。确保完成行政楼层每日的任务，包括核对，房间分配，报告，信用额度核对，网上备份等。包括但不限于相关的清单，跟踪报告，信用额度检查，在线备份，房间分配，丢失物品的交接，财务账单交接，折扣和利率差异，和登记卡。
Completes reports where and when requested,
ensuring that they are complete and delivered on time to the respected party,
including the month end report.
如有要求，提供完整的报告，并及时送至所需部门。
Ensures that the team member in charge of the
requisitions keeps the front desk stocked and maintained with requisitions and
that par levels are maintained and stock tracked.
节约成本，确保存货不浪费。
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。
Ensure that the department adheres to the hotel
selling strategy of Demand Based Pricing and maintains rate integrity by
offering clear, transparent, and value for money rates to guests.
根据价格要求向客人提供相应物有所值的物品。
Monitors hotel benchmarks (TMOS, QA, SALT) evaluate
performance and results, take corrective action and constantly strive for
improvement. Reviews on a continual basis and formulates action plans in order
to drive results.
管理酒店（TMOS，QA, SALT）评估的结果，为要改进做的地方做出行动。
Conducts regular meetings with key departmental
managers to review business trends and discuss departmental issues, taking
action where necessary.
与关键部门进行会议，讨论商务趋势及部门别的议题,必要的时候采取行动。
Adheres strictly to standard cash handling
procedures amongst team members, ensuring that all team members balance their
float and drop the required amount.
严格遵守现金收付手续，收取现金，信用卡，转帐，代金券等。
Adheres to the company credit policy at all times
when handling cash, credit card transactions, city ledger, providing currency
exchange services, LPO and third party payments for rooms, meetings, F&B
and any other charges that may be incurred by guests.
收取现金，信用卡，代金券，公司或第三方付费等服务时要严格遵守酒店规定。
Maintains safety deposit boxes, ensuring that
guests’ valuables are safe and secure at all times.
为客人提供保险箱，保证他们的财物安全。
Follows up on outstanding accounts to ensure no
loss of revenue and secures method of payment for upcoming reservations.
确定帐户上没有损失，保证付款安全。
Maintains the efficiency of departure by checking
all guests’ folios to ensure accuracy of charges.
确保所有客人的帐单准确，让客人迅速办理离店手续。
Manages costs effectively by minimizing and
controlling expenses.
控制花费，节约成本。
Managers and approves rebates, refunds and
discounts where applicable.
在必要的时候给予折扣等优惠。
Maintains awareness of sales opportunities within
the hotel, maximizing revenue in an ethical and responsible manner, ensuring
the guests receive value for money and adhering to Hilton Brand Standards.
抓住商机，用合理的方式提高酒店收入，确保客人物有所值。
Actively
promotes up selling and creates opportunities when allocating room inventory and
managing demand to ensure maximum revenue generation where available. Manages
the department in order to create the maximum opportunity for up selling,
tracking the performance and devising strategies.
积极向客人推销从在每个客人身上获取最大利益。为获取最大利益提供策略。
