营运管理
Operational
§ 协助前厅副理确保部门按照既定的理念顺畅运作，并始终提供礼貌、专业、快捷、灵活的服务。
Assists the Assistant Manager – Front Office in efficiently managing the Department according to the established concept statement providing a courteous, professional, efficient and flexible service at all times.
§ 在日常运营中与客房部及其他各部门保持紧密的联系。
Liaises with Housekeeping and other related departments on daily operations.
§ 礼貌而高效的处理客人和员工询问，对不能立即解决的投诉和问题进行汇报。
Handles guest enquiries in a courteous and efficient manner and reports guest complaints or problems to Assistant Manager if no immediate solution can be found.
§ 与客人建立并保持良好的宾客关系。
Establishes a rapport with guests, maintaining good customer relationship.
§ 确保严格遵守收银及信用卡程序。
Ensures that the cashiering and credit procedures are strictly adhered to.
§ 与客房部配合，确保严格执行既定的清洁计划。
Organises and liaises with Housekeeping Department to ensure that the established cleaning schedules are strictly adhered to.
§ 确保正确处理所有客人的留言、邮件、传真及包裹。
Ensures that all guests’ messages, mail, fax and parcels are handled and distributed properly.
§ 确保按照部门运营手册的要求为客人办理入住及离店手续。
To ensure that all guests check in/ out are being handled according to the Departmental Operations Manual requirements.
§ 确保以正确的方式处理客人的信息及文件，以确保客人信息的机密性。
Ensures that all guest information and documents are being handled in a proper manner to protect the confidentiality of guest information.
§ 确保不将客人的房间号提供给未被授权的人员，最大限度地确保住店客人的安全。
To ensure that guest’s room number is not given to unauthorised person as to ensure maximum security for the in-house guests.
行政
Administration
§ 维护前厅的日志。
Maintains the Front Office Daily Log Book.
§ 及时提交所有客人/员工事件报告。
Submits all guest/associate incident reports.
§ 依照酒店的“失物招领”程序，处理并上报“失物招领”物品。
Handles and reports “Lost and Found” items according to Hotel’s “Lost and Found” procedure.
§ 确保所有管理层需要的报告都按照已定的程序被准确完成及处理。
Ensures all reports required by the authority are accurately completed and handled according to the set procedures.
薪资和生产力管理
Payroll & Productivity Management
§ 通过在整个部门内建立灵活的员工编制，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（全职员工和临时工）、多技能及多任务的原则。
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 associate base (Full Time & Part Time associates), multi-skilling and multi-tasking.
§ 指导下属确保生产力水平满足凯悦设计标准和凯悦酒店集团房务部营运手册的要求。
Directs subordinates to ensure productivity meets the Hyatt Hotels Corporation Rooms Operations Manual requirements.
§ 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效能。
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.
§ 确保新技术和新设备的使用，“灵活处理工作”的同时提高生产力。
Ensures new technology & equipment are embraced, improving productivity whilst taking work out of the system.
人员管理
People Management
§ 协助引导前厅员工在工作中遵循经营、财务及行政管理的理念，确保员工掌握多项技能并承担多项工作。
Assists in the development of Front Office associates to work following the operational, financial, administrative philosophies and ensuring associates are multi-skilled and perform multi-tasks.
§ 通过参与管理，根据酒店制度和程序以及相关适用法律，对所有前厅员工进行紧密督导。
Through hands-on management, supervises closely all Front Office associates in the performance of their duties in accordance with Policies & Procedures and applicable laws.
§ 给具备能力和资源的员工委派适当的工作和责任，在培养和发展员工的同时确保营运标准和安全。
Delegates appropriately duties and responsibilities to equipped and resourceful associates, nurturing and developing them whilst ensuring standards of operation and safety are maintained.
§ 拥护和支持酒店的培训精神和以人为本的管理哲学，并和前厅部副经理、前厅部经理、进修及培训发展部经理、部门服务教练密切合作培养和发展员工。
Embraces and supports the Training initiatives and philosophies of the company and works closely with the Assistant Front Office Manager, Front Office Manager, Learning and Development Manager and Room service coach for the development of his/ her subordinates as well as self-development.
§ 发展及协助针对提高技能和知识的培训活动。
Develops and assists with training activities focused on improving Front Office associates’ skills and knowledge.
§ 确保员工完全理解酒店的规章制度并遵照执行。
Ensures associates have a complete understanding of Rules & Regulations, and that behaviour complies.
§ 监督员工士气并提供工作表现及发展的反馈。
Monitors associate morale and provides mechanism for performance feedback and development.
§ 进行员工年度表现发展评估，提供真实和准确的回馈。
Conducts annual Performance Development, providing honest and appropriate feedback.
§ 将指导原则及核心价值有效地传达给所有层级的员工。
Effectively communicates guiding principles and core values to subordinates.
总则
General
§ 确保所有员工对酒店产品知识、当前推广、政策改变的最新了解及保持高效的内部沟通。
Ensures all associates maintain an up-to-date awareness of hotel product knowledge, current promotion, policy changes and appropriate internal communication.
§ 确保部门的服务一贯按照部门营运手册的标准，高效、一致和礼貌的完成。
Ensures services provided by the Front Office associates are always available and are always carried out to define Standard with the utmost efficiency, consistency and courtesy as detailed in the Departmental Operations Manual.
§ 按要求出席所有会议并作出贡献。
Attends and contributes to all meetings as required.
§ 确保所有员工始终提供礼貌和专业的服务。
Ensures all Guest Service Agents provide courteous and professional service at all times
§ 礼貌而高效的处理客人和员工询问，对不能立即解决的投诉和问题进行汇报。
Handles guest and associate enquiries in a courteous and efficient manner, reporting complaints or problems if no immediate solution can be found.
§ 确保前厅员工按照政府部门的要求执行所有程序。
Ensures all Front Office associates adopt and practice all procedures as required by the Government bureaus.
§ 对当地环境具有扎实及最新的了解，如城市的餐厅、购物区。
To have a sound knowledge of the local environment such as restaurants and shopping areas within the city.
§ 了解关于员工及行业关系的法律、法规，理解并严格遵守员工手册中的规章制度，及酒店关于防火、卫生、健康和安全的制度。
Is knowledgeable in statutory legislation in associate and industrial relations, understanding and strictly adhering to Rules & Regulations established in the Associate Handbook and the Hotel’s policies concerning fire, hygiene and health & safety.
§ 积极参与员工福利、安全、发展及健康的活动，并给予建议、咨询和真实、恰当的反馈。
Is actively involved in the welfare, safety, development and well-being of associates providing advice, counselling and truthful, diplomatic feedback.
§ 确保所有宾客服务员准时到岗。
Ensures all Hosts report for duty on time.
§ 确保所有宾客服务员始终有高标准的个人形象和仪容仪表。
Ensures all Hosts maintain a high standard of personal presentation & grooming at all time.
§ 与客人和同事保持基于良好工作关系的接触。
Maintains positive guest and colleague interactions with good working relationships.
§ 始终展现负责的管理和行为，并以积极的形象代表酒店管理团队和凯悦酒店集团。
Exercises responsible management and behaviour at all times and positively representing the Hotel Management Team and Hyatt Hotels Corporation.
§ 根据酒店、行业和公司的指引，回应需求、改变，执行任何合理的任务及额外职责。
Responds to requests to undertake any reasonable tasks and secondary duties and to changes as dictated by the Hotel, industry and company.
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