SCOPE岗位概述
Underthe guidance of the Manager of Front Office assess, evaluate and ensure thatlong-term and short-term of the department are met. Support and assist Front Office and allDepartments in the hotel to ensure a smooth during the nighttime, prompt and effective service to all guests. Assist the Assistant FrontOffice Manager to direct and manage Front Office in absence of the Manager ofFront Office.
遵循前厅部经理的指示，支持并帮助前厅部和酒店其它所有部门夜间的流畅运转及高效服务。前厅部经理不在岗期间协助前厅部助理经理对前厅部进行管理。
OVERALLOBJECTIVES 总体目标
Thejob of Night Manager is executedsatisfactorily when:
夜班经理要确保以下工作的圆满完成度。
l Guest complaints are handled and followed up to meet thesatisfaction of all stakeholders.
客人投诉得到妥善的处理和交接以使利益相关方满意。
l Responsible for maintaining 90% scoring for KEA inspections.
负责部门在KEA检查中获得90%分以上的成绩
l Ensure the GRI result achieves 96.5% and GSS result achieves 5.55.
负责GRI的结果达到96.5%且GSS的结果达到5.55
l KEES (Kempinski Employee Engagement Survey) results are 4.65 andabove.
KEES(员工敬业度调查)分数不低于4.65
MAIN RESPONSIBILITIES 主要职责
l Ensures that as per Kempinski Health & Safety Policy the FireExits are free of obstacles.
保证所有紧急出口使用功能正常。
l Ensure the smooth operation in Front Office department duringthe daytime and night time.
前厅部日夜间的日常运营得以顺利地进行。
l Patiently listen to guest complaints, actively provide solutions, andhandover to ensure customer satisfaction.
耐心倾听客人投诉，积极提供解决方案，做好交接工作，以保证客人满意。
l Communicate with finance and insurance companies on insurance issuesthat need to be followed up, and give feedback to guests or relevantdepartments in time.
将需要跟进的保险事宜与财务和保险公司进行沟通，并及时反馈给客人或相关部门。
l Ensures that all guests receive prompt, cordial attention andpersonal recognition and resolves related problems.
保证每位客人都能够得到热情且高效的服务。
l Inform and co-ordinate with other operating departments e.g.Housekeeping, Engineering, Sales and Butlers of Front Office matters which mayconcern them during night time.
负责协调和督促各部门做好夜间的各种工作。协调夜间各部门的工作关系。
l Update Daily Look & Talk,take the record of the key emphasis in work and guest complaint, foundedproblems, result of handling.
编写“夜间工作日记”，记录当天工作的重要情况，发现的问题及处理的意见和结果，及时递交上级领导阅示。
l Check all correspondence of the day’s arrivals to familiarize witharrived 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。
l Control room availability for walk-ins and establish accountabilityfor guests departure dates and times.
根据客人退房日期及时间协调房间状态。
l Follow up with Housekeeping any unresolved room discrepancies.
协同客房部解决差异房。
l Check all arrivals folios, follows up on credit standing of walk-inguests 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。
l 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。
l Maintain 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。
l Ensure that all departmental information is kept accurately and upto date.
确保所有部门信息的准确和及时性。
l Promote in house sales and facilities to maximize hotel revenues.
为酒店做促销以争取利益最大化。
l Understand and carries out duties in line with Hotel EmergencyProcedures.
遵守酒店紧急安全政策。
l Inspect Front and Back of house for cleanliness, Health & Safetyand 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。
l Inspect VIP guestrooms on a daily basis.
每天检查客房。
l Co-ordinates/Assists security personnel in all related matters.
协助保安部处理相关事宜。
l Responds promptly to any operational requests from Front Office andother hotel departments.
积极响应前厅部和酒店其他部门的业务需求。
l Attends to referred and unsolved problematic situations.
积极解决问题。
l Co-ordinates and assists with accommodation and transportation ofguests in overbooked situations.
在超预订情况下，积极解决客人的住宿及交通问题。
l Completes VIP, delegations and group leaders welcome and farewell asappropriate during night time.
高质量完成夜班期间贵宾，代表团和团队领导的接送服务。
l Conduct efficient hand-over shift.
有效交接班。
l Keepgrooming match with standard.
根据饭店及品牌标准保持个人仪容仪表。
l Conducthealth regulation, safety policy.
执行健康及安全法规、政策及程序。
l Settle dangersituation and inform potential danger.
采取行动排除危险情况，并及时通知危险隐患。
l Carry out all the process of safetyemergency.
执行酒店安全紧急情况政策及程序。
l Ensure the back area is as clean,safe and hygiene as the front area.
保证酒店后场区域与前场区域保持同样干净、安全、卫生。
l Keepanalysis, evaluate, improve self-behaviour.
不断分析、评估、改进个人工作表现。
l Complywith code of conduct.
遵守道德行为规范。
l Complywith Staff Handbook and related policies.
遵守《员工手册》的相关规定。
Additionalresponsibilities and tasks can be added at any time according to the needs ofthe business and of the hotel.
根据酒店及业务需要，可随时增加额外工作职责和任务。
