【岗位职责】
1. Utilizes interpersonal and communication skills to lead, influence, and encourage others;
advocates sound financial/business decision making; demonstrates honesty/integrity; leads by
example.
运用人际关系和沟通技巧来领导、影响和鼓励他人；提倡健全的财务/业务决策；诚实正直，以身作则。
2. Encourages and builds mutual trust, respect, and cooperation among team members.
鼓励并建立团队成员之间的相互信任、尊重和合作。
3. Serves as a role model to demonstrate appropriate behaviors.
用合适的行为举止做好榜样。
4. Supervises and manages employees. Manages all day-to-day operations. Understands employee
positions well enough to perform duties in employees' absence.
管理员工和前厅部日常工作，熟悉各岗位工作职责，在员工缺岗的情况下可以顶替并履行职责。
5. Establishes and maintains open, collaborative relationships with employees and ensures
employees do the same within the team.
与员工建立并保持开放、协作的关系，并确保员工在团队中也这样做。
6. Ensures recognition of employees is taking place across areas of responsibility.
确保员工在不同的职责范围内得到认可。
7. Communicates performance expectations in accordance with job descriptions for each position
and monitors progress.
根据每个职位的工作描述，沟通绩效预期，并监管进展。
8. Celebrates successes and publicly recognizes the contributions of team members.
庆祝成功，并公开认可团队成员的贡献。
9. Achieves and exceeds goals including performance goals, budget goals, team goals, etc.
实现和超过绩效考核目标、预算目标、团队目标等。
10. Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of
the customers on a daily basis.
管理前厅部日常运营，确保每天的工作质量、工作标准以及达到客户期望。
11. Develops specific goals and plans to prioritize, organize, and accomplish your work.
制定具体的目标和计划，按优先级排列、组织和完成工作。
12. Keeps Front Office team focused on the critical components of operations to drive guest
satisfaction and the desired financial results.
保持前厅部团队专注于运营的关键部分，以推动客户满意度和财务预期。
13. Conducts department meetings and continually communicates a clear and consistent message
regarding the Front Office goals to produce desired results.
组织部门会议，就前厅部目标持续传达清晰一致的信息，以达到预期效果。
14. Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
审核人员配置水平，确保对客服务、运营需求和财务目标得到满足。
15. Understands the impact of Front Office operations on the Rooms area and overall property
financial goals.
了解前厅业务对客房区域和整体酒店财务目标的影响。
16. Manages department controllable expenses to achieve or exceed budgeted goals.
管理部门费用，实现或超过预算目标。
17. Ensures compliance with all Front Office policies, standards and procedures.
确保各项操作遵守所有前厅政策、标准和程序。
18. Ensures property policies are administered fairly and consistently, disciplinary procedures and
documentation are completed according to Standard and Local Operating Procedures (SOP and LSOP) and support the Peer Review Process.
确保酒店政策得到公平一致的执行，操作程序和文件资料按照万豪标准和本地操作程序（SOP 和 LSOP）完成，能够经得起酒店同行的认可。
19. Provides services that are above and beyond for customer satisfaction and retention.
提供超越客户满意度的卓越服务并保持。
20. Improves service by communicating and assisting individuals to understand guest needs,
providing guidance, feedback, and individual coaching when needed.
通过沟通交流了解客人需求，在客人需要的时候给予指引、反馈和个性化服务，从而提高服务。
21. Acts as the “Service Champion” for the Front Office and creates a positive atmosphere for guest relations.
为前厅部言传身教演绎“服务冠军”，营造积极的宾客服务氛围。
22. Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations.
在客人接待方面展现领导力，体现优秀的宾客服务，为宾客关系营造积极的氛围。
23. Strives to improve service performance.
致力于提高服务表现。
24. Empowers employees to provide excellent customer service.
充分授权给员工提供卓越宾客服务。
25. Ensures that all Front Office areas have an atmosphere that is conducive to the overall guest experience.
确保前厅区域氛围，这将有助于宾客整体体验。
26. Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.
检查宾客意见卡、宾客满意度结果和其他数据，以确定需要改进的领域。
27. Responds to and handles guest problems and complaints.
响应并掌握宾客的问题和投诉。
28. Observes service behaviors of employees and provides feedback to individuals and/or managers.
观察员工的行为并向他和/或他的经理反馈。
29. Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
确定员工的发展需求并指导、指导或以其他方式帮助员工提高知识或技能。
30. Provides guidance and direction to subordinates, including setting performance standards and
monitoring performance.
为下属提供指导和指导，包括制定绩效标准和检查绩效表现。
31. Establishes challenging, realistic and obtainable goals to guide operation and performance.
为运营和绩效制定具有挑战性、现实可行的目标。
32. Solicits employee feedback, utilizes an “open door” policy, and reviews employee satisfaction
results to identify and address employee problems or concerns.
征求员工的反馈意见，采用“门户开放”政策，审查员工满意度结果，以发现和解决员工的问题或担忧。
33. Ensures employees are treated fairly and equitably.
确保员工得到公平公正的对待。
34. Manages employee progressive discipline procedures for Front Office Staff.
管理前厅部员工的渐进式纪律程序。
35. Administers the performance appraisal process for direct report managers.
管理直接向经理汇报的工作表现评核程序。
36. Interviews and hires managers and hourly employee team members with the appropriate skills
and in a timely manner to meet the business needs of the operation.
面试并聘用具备相应技能的经理和小时工团队成员，及时满足运营业务需求。
37. Provides information to supervisors, co-workers, and subordinates by telephone, in written form,
e-mail, or in person.
通过电话、书面形式、电子邮件或亲自向主管、同事和下属提供信息。
38. Analyzes information and evaluating results to choose the solution and solve problems.
分析信息，评估结果，选择解决方案并解决问题。
39. Informs and/or updates the executives, the peers and the subordinates on relevant information in
a timely manner.
及时将相关信息告知和/或更新给主管、同级和下属。
40. Identifies and analyzes Front Office operational challenges and facilitates the development of
solutions to prevent recurrence.
识别和分析前厅业务面临的挑战，促进改善解决方案，防止再次发生。
41. Assist in resolving guest billing, disputes etc. Assist in resolving accounting matters.
协助解决客人账单问题、争议等，解决员工账务问题。
42. Be alive to new ideas and system which could benefit the department and hotel.
积极思考对部门和酒店有利的建议和系统。
43. Discipline staff when necessary.
约束员工遵守纪律。
44. Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
运用人际关系和沟通技巧来领导、鼓励、影响他人；并通过诚实、正直、以身作则来体现全方面的财务或业务决策能力。
45. Understands and can implement all emergency plans including accident, death, elevator, thefts,
vicious crimes, bombs, fire, etc.
理解并能执行所有应急计划，包括事故、死亡、电梯、盗窃、恶性犯罪、炸弹、火灾等。
46. Identify the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
识别他人发展需求，通过指导或以其他方式来帮助他们提高知识和技能。
47. Solicits employee feedback, utilizes an “open door” policy and reviews employee satisfaction results to identify and address employee problems or concerns.
通过“门户开放”政策，收集员工的反馈意见，审查员工满意度结果，以识别和解决员工的问题和疑虑。
48. Ensures that regular on-going communication is happening with employees to create awareness of
business objectives and communicate expectations, recognizes performance, and produces desired
results.
确保定期与员工进行沟通，以提高对业务目标的认识和期望，确认绩效，并达到期望目标。
49. Comprehends budgets, operating statements and payroll progress reports as needed to assist in the
financial management areas of department.
根据需要理解预算、经营报表和薪资进度报告，以协助部门的财务管理。
50. Control cost according to department budget.
根据部门预算合理控制成本。
51. Supports employees understanding of customer service expectations and parameters.
支持员工了解宾客服务满意度的参数和期望。
52. Carry out exit interviews.
实施员工离职面谈。
53. Determine and plan for future staffing needs.
明确和制定本部门各岗位所需人员的编制计划。
54. Assess work operation and prepare plans to implement change when required.
评估部门运营工作，并在必要时制定调整计划。
【岗位要求】
1. Good knowledge and familiar with all front office area operation
掌握前厅部工作知识并且熟悉前厅部日常运行
2. Good knowledge of corporate program (BONVOY, Revenue management, etc.)
熟练掌握相关公司计划（ BONVOY 会员，收入管理方法等）
3. Good knowledge of front office computer system (Opera, GXP, etc.)
熟练运用前台电脑系统，掌握各项功能
4. Good knowledge of Finance and credit policy
良好的财务知识，熟悉相关信用政策
5. Good supervisory skill, with emphasis on “people management”
良好的管理技能, 强调“人性化管理”
6. Good communication skill
良好的沟通技巧
7. Be good at organize and problem solving
良好的组织以及解决问题的能力
立即沟通
