【职位描述】
Operational
营运管理
Ensures the Front Office operates successfully and efficiently in accordance with Hyatt International brand standards.
确保前厅部能按照凯悦国际的标准顺利并高效的运行。
Ensures that all daily VIP rooms, special guest rooms, long stay guest rooms for arrivals are blocked in advance and welcome amenities are appropriately ordered.
确保每日的贵宾、特殊客人、长住客的房间在客人到店前的封闭状态并保证礼品能适时适当的配置。
Ensures that all rooms are pre-blocked accordingly to arrival time and housekeeping is informed.
确保房间能按照客人的到店时间提前封闭并及时通知客房部。
Works closely with Housekeeping and Engineering Departments to ensure that rooms are blocked accordingly for maintenance.
与客房部及工程部保持紧密的联系以确保房间能得到及时的封闭及维护。
Ensures strict control of room keys for guests and other departments.
确保对客用及其他部门所用客房钥匙的严格管理。
Ensures that all floats (Front Desk, Assistant Manager, Concierge etc.) are used appropriately in accordance to Policies & Procedures set by the Hotel and that personnel with access to floats comply with international Policies & Procedures established by Finance.
确保整个前厅部（包括前台、副理柜、礼宾部等）资金运转能够按照本酒店及酒店财务部所制定的政策及程序实施。
Guest Service
对客服务
Establishes rapport with guests maintaining good customer relationship and handles all guest complaints, requests and enquiries on Front Office services.
建立并维护良好的宾客关系，在对客服务的过程中满足客人的要求并解决客人的投诉。
Personally and frequently verifies that guests check-in/ out are receiving the best possible service in line with Hyatt International standards.
时刻依照凯悦标准对客提供专业的办理入住及退房的服务。
Ensures that all VIP’s and World of Hyatt Members Guest Rooms are checked prior to the arrival of the guest for 100% readiness. This includes cleanliness, amenities state of repair.
确保每一间贵宾，凯悦天地会员住客的房间在客人到店前经过精心的准备及检查，其中包括清洁度、礼品的配置及房间的工程维修状态。
Ensures that all VIP / Long Staying guests are met on arrival by the Assistant Manager and where appropriate General Manager/ Resident Manager or Director of Rooms.
确保每一个贵宾及长住客在抵店时得到接待，在可能的情况下通知到酒店的总经理、驻店经理、房务部总监。
Schedules self to be in the lobby and the Front Desk during peak operation hours, constantly checking on standards of services quality of guest interaction and cleanliness.
高峰时段的工作日志及程序应置于前台，要时时地检查各种服务的标准和质量以及客人间的相互关联。
Administration
行政
Assists with the development, maintenance and update of detailed Department Operations Manual that reflects Policies & Procedures, work processes and standards of performance within the Division. Ensures annual review to accurately reflect any changes.
做好部门运行的维护及更新以符合房务部工作政策、流程及标准的需要。确保年度工作流程的及时更新。
Assists with the preparation of the annual Rooms Business Plan ensuring Divisional Objectives fully address the business objectives of the Hotel and needs of employees.
协助完成房务部年度运行计划的前期准备，确保目标得到充分的传达并能满足酒店及所有员工的需要。
Preparation and regular update of Departmental Budget, ensuring targets are met and costs are effectively controlled.
完成既定的年度部门预算，确保目标得到实现，成本得到有效控制。
Ensures that all room related forms and reports are forwarded in time to the Corporate/ Divisional Office.
确保本部门所有相关的表格及报告能够及时地递交到总部。
Ensures that all Front Office Department reports and correspondence are completed punctually and accurately.
确保整个前厅部的报告及相互信件能够及时并准确的完成。
Payroll & Productivity Management
薪资和生产力管理
Exercises efficient Payroll Management/ Resources allocation through the establishment of a flexible workforce throughout the department. This will be based on the principles of a flexible employee base (Full Time & Part Time employees), flexible rostering, multi-skilling and multi-tasking.
通过在整个部门内建立灵活的员工数，实施高效的薪资管理/资源分配。这将依据一个灵活的员工基数（全职员工及临时工）、多技能及多任务的原则。
Directs subordinates to ensure productivity meets standards given in accordance with Hyatt Design Standards & Criteria and the Hyatt International Rooms Operations Manual.
根据凯悦的设计标准及国际凯悦房务部营运手册的要求，带领下属保证生产力满足所定的标准。
Focuses attention on improving productivity levels and the need to prudently manage utility/ payroll costs within acceptable guidelines ensuring optimum deployment and energy efficiency of all equipment.
关注改进生产力水平及在可接受的指引下谨慎管理用品/薪资，确保所有设备的优化部署和高能效。
Ensures new technology & equipment are embraced, improving productivity whilst taking work out of the system.
在通过“减少工作项目”（适当情况下）提高生产力的同时，确保拥护使用新技术和设备。
Reviews and constantly seeks Productivity level improvements of all employees through the process of “taking work out of the system” (when appropriate) and through streamlining of work process.
通过“将工作从系统中移除”（适当时）的流程和工作流程的简化，审查并不断寻求所有员工的生产力水平改进。
People Management
人员管理
Recruits, selects, motivates and develops Front Office employees to work following the operational, financial, administrative philosophies ensuring employees are multi skilled and perform multi tasks.
协调好前厅部员工的录用、遴选，激励及职业发展，以在工作中遵循经营、财务及行政管理的理念，并确保员工具有多技能并完成多项工作。
Through hands-on management, supervises closely all Front Office employees in the performance of their duties in accordance with Policies & Procedures and applicable laws.
通过参与管理，对所有前厅部员工进行紧密督导，使他们的表现符合政策、程序及有关法律。
Delegates appropriately duties and responsibilities to equipped and resourceful employees, nurturing and developing them whilst ensuring standards of operation and safety are maintained.
适当地分配职责和责任，以使员工掌握技能并获得资源；在确保运营及安全标准的同时，关心并发展员工。
Instils and supports the Training initiatives and philosophies of the company and works closely with the Training Manager in developing a team of active Departmental Trainers.
拥护并支持公司的培训理念，并与宾客服务经理及培训部经理紧密配合发展部门培训员，确保所有督导在员工培训和发展方面起积极作用。
Ensuring that all Assistant Managers and Team Leaders take an active role in the training and development of employees.
确保所有的副理及主管在员工发展及培训的过程中能发挥积极性。
General
总则
Represents Front Office on the Hotel Executive Committee, ensures the efficient & smooth operation of the Front Office, providing services and support to other Divisions as required.
参加酒店行政委员会议，确保前厅部能够顺利并高效的运转，在其他部门需要时提供有效的支持和帮助。
Attends and contributes to all Meetings as required.
按要求出席所有会议并对会议做出贡献。
To conduct daily departmental briefings focusing on the days guest related matters and weekly Front Office meetings to keep employees informed of policies and procedures, special events and guest comments.
指导每天的部门会议，传达当天客人的相关信息；指导每周的前厅部会议，确保员工获知相关政策、程序、特殊事件及客人的意见。
Ensures all employees provide courteous and professional service at all times.
确保所有宾客服务员始终提供礼貌且专业的服务。
Handles guest and employee enquiries in a courteous and efficient manner, reporting complaints or problems if no immediate solution can be found, whilst providing feedback for prompt follow up.
礼貌且高效地处理客人及员工的要求，遇到投诉或问题，如不能马上找到解决办法，要向上级报告。
【任职要求】
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