Scope of PositionIt is the mission and intent of this position that the incumbent will take full responsibility for all aspects of the front office operations. Be pro-active, creative and results driven. The Duty Manager is responsible for, but not limited to, the overall hotel operations in the absence of an Executive Committee member. In the absence of the Front Office Manager and the Assistant Front Office Manager this position provides direction and leadership to the Front Office team to maximize revenue opportunities and guest satisfaction levels to the standards set by the Group.  Duty Manager works very closely with the Housekeeping Management team as well as the Executive Apartment Management team to ensure successful delivery of Mandarin Oriental’s exceptional service to our guest and successful Rooms operation.Requirements                                                    2 years hotel management experience in a hotel of similar deluxe standingExperience in dealing with all levels including owners, corporate officers, support staff and all hotel employees Excellent overall communication skills Able to multi-task The ability to work well in a team environment                            Must possess a good verbal command of English and Mandarin Language 职责范围值班经理需全面负责前厅部运营的各个方面。要积极主动，有创造性，有目标。在行政委员会成员不在时，值班经理主要负责全面管理整个酒店的运营。在前厅经理和前厅副经理不在时，给前厅部的员工团队提供方向和领导，以最大的盈利机会和客人满意程度为标准来建立团队。值班经理在工作中与客房部经理同时与行政公寓经理合作为宾客提供文华东方卓越的服务。职位要求2年奢华酒店管理经验  有经验处理各个层面人士，包括业主，管理者，支持员工和所有酒店同事良好的交流技巧有能力处理多项工作和任务可以在团队的环境里努力地工作                                            必须拥有良好的中英文口语能力

岗位职责 1.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，处理和解决发生的各种问题和突发的各类事件。 2.接待和迎送夜间到店的重要宾客，检查有关部门做好服务工作。 3.负责酒店夜间的质量管理工作，编写夜间工作日志，记录当天工作的重要情况。进行夜审工作等 4.能很好的完成领导安排的其他工作。  

岗位职责1.协助酒店高级管理层负责及整个饭店的运作收集对客服务过程中所产生的问题信息。2.在前厅部经理的直接领导下，在当班期间负责整个酒店的正常运作。3.要负责处理宾客的问题和投诉。4.要负责重要宾客的迎领工作。5.进行整个酒店的安全和日常的设备检查工作。6.解决当班期间发生的安全问题。7.向其它班次协调交班记录上需要沟通的事项。

职责描述：协助和支持前厅部总监/助理前厅总监以最有效的方式确保前厅部的顺畅运行，包括但不限于：- 为客人提供最高标准及个性化服务确保最大的客人满意度- 关注每日房态和房价，积极维护并提高酒店营业额和利润- 充分理解并展示酒店的政策和程序，确保所有的工作程序在酒店的指导方针下安全进行岗位要求：- 具备三年以上五星级酒店同岗工作经验- 具备流利的中英文口语表达及书写能力- 具备一定的培训技能和经验- 可以熟练使用电脑和办公软件，包括但不限于Office XP,OPERA,PGS和PSB等系统

职位描述• Record, read and follow up all significant activities in the duty mangers logbook for proper follow up and reference.   记录、阅读并跟进值班经理日志中的所有重要活动，以便适当跟进和参考• Coordinates and meets all VIPs and groups upon arrival / departure.   在抵达/离开时协调并会见所有贵宾和团队• Conducts checks at regular intervals at Security point, F&B outlets, retail boutique /concessionaires, staff dining room, baggage storeroom, Engineering and the Gym and car park, to ensure that everything is in order.   定期在安检点、餐厅、精品店/商铺、员工餐厅、行李储藏室、工程部、健身房和停车场进行检查，确保一切井然有序• Reviews daily arrival report and is familiar with arrival/departure pattern and requirements with extra attention to VIPs, groups and other special requests.   审查每日到达报告，熟悉到达/离开模式和要求，特别注意贵宾、团体和其他特殊要求• Assists management in coordinating with other division/department/section to ensure smooth operations of the hotel, especially during evening hours in the absence of senior management.   协助管理层与其他部门，协调以确保酒店的顺利运营，尤其是在无高级管理层的晚上• Attends to all guest complaints and transmits them to the department concerned and sees to it that corrective action is taken immediately.   处理所有客人投诉，并将其传达给相关部门，确保立即采取纠正措施• Reads Front Office Logbook for handover of Late Shift/Night shift and monitors the overnight operation of the hotel diligently including areas of discipline and manning.   阅读前厅部晚班/夜班交接日志，认真监控酒店的夜间运营，包括纪律和人员配备方面任职条件• Possess a pleasant and outgoing personality   性格开朗• Must possess a good verbal command of the Mandarin language   必须具备良好的普通话口语能力• 2 years hotel management experience in a hotel of similar deluxe standing experience dealing with all levels including owners, corporate officers, support staff and all hotel employees   2年同等级豪华酒店相关经验。能与业主、公司管理人员、支持人员和所有酒店员沟通交流• Excellent overall communication skills   出色的沟通能力• The ability to work well in a team environment   良好的团队协作能力• The work place is at Peninsula Shanghai.  工作地点位于上海半岛酒店

1.在前厅部经理的直接领导下，在当班期间负责整个酒店的正常运作。2.负责处理宾客的问题和投诉。3.负责重要宾客的迎领工作。4.解决当班期间发生的安全问题。5.向其它班次协调交班记录上需要沟通的事项。

岗位职责1、通过训练领导和激发团队员工。2、考察团队成员的训练需求，积极地培训员工, 让员工保持水平一致, 参加培训。3、控制酒店员工的流失率。4、作为团队的导师，提高员工水平，促进他们完成所设立的目标。5、确保员工手册，相关劳动法，HR指南的一致性，如有违反，纪律处分。6、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。7、为部门计划和培训高潜能成员，促进他们提高工作水平。8、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。9、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，明白他的目标。10、对雇用和解雇员工负责, 确定所有的位置都有合适的人选。确保部门成员的水平一致。11、获得并分析员工意见调查、客人满意度调查和神秘客人调查的结果，与团队分享并跟办需要提高的地方。12、为顾客提供热情服务，让他们有回家的感觉。13、核对宾客完整的预定及详细信息，确保付款方式安全有效。14、将客人送至客房，介绍客房布局，确保行李及时寄存等。15、采取必要行动，及时有效的处理顾客的不满，确保客人对解决方法满意。16、维护顾客档案和信息，确保有效的预定。17、每日问候VIP客人，确保VIP客人的个性化服务待遇。18、和销售，预定和商业发展团队共同为客人提供服务。19、确保为会员顾客提供优质专业的服务，发展客人加入会员。20、按照客人的预定或喜好安排房间，控制房间。21、确保宾客档案信息及时录入公安报告系统。22、遵循酒店酒店品牌标准23、掌握酒店酒店的基本概况25、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。24、确保前台和其他部门间的沟通交流，特别是客房部，餐饮部岗位要求1、保持和供应商的良好关系。2、保证向酒店内部和外部客人提供高质量的服务。3、维护酒店设施设备的正常运转。4、保持工作环境整洁。5、达到绿色酒店的要求。6、编辑更新工作标准和程序。

岗位职责1、代表营运总监主持酒店夜间的经营管理活动，对酒店营运负责，并报告工作。2、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，处理和解决发生的各种问题和突发的各类事件。3、代表总经理接待和迎送夜间到离店的重要宾客，检查有关部门做好服务工作。4、负责酒店夜间的质量管理工作。5、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，及时递交总经理阅示。岗位要求1、大专以上学历，有同岗位工作经验三年以上。2、懂得酒店管理一般理论知识和酒店管理制度和工作规范。3、熟悉各种应急预案的内容和程序，了解接待礼仪、礼节。4、熟悉外事纪律，了解旅游法规，懂得治安、消防条例等法律、法规等基本知识。5、具有较强的组织、指挥、协调和控制等方面的管理能力，能处理宾客投诉和突发事件。6、会撰写本职范围内的应用文，语言清晰。7、能用一种外语与宾客流利交流。

岗位职责1.代表总经理主持酒店夜间的经营管理活动，对酒店总经理负责，并报告工作。2.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，处理和解决发生的各种问题和突发的各类事件。3.代表总经理接待和迎送夜间到离店的重要宾客，检查有关部门做好服务工作。4.负责酒店夜间的质量管理工作。5.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，及时递交总经理阅示。岗位要求1.大专以上学历，有同岗位工作经验3年以上。2.懂得酒店管理一般理论知识和酒店管理制度和工作规范。3.熟悉各种应急预案的内容和程序，了解接待礼仪、礼节。4.熟悉外事纪律，了解旅游法规，懂得治安、消防条例等法律、法规等基本知识。5.具有较强的组织、指挥、协调和控制等方面的管理能力，能处理宾客投诉和突发事件。6.会撰写本职范围内的应用文，语言清晰。7.能用一种外语与宾客流利交流。

Principle Responsibilities & Position Purpose:职责目标： Assistant the Front Office Manager to direct and administer all Front Office Operations to insure profitability, Control costs and quality standards to insure total guest satisfaction . To efficiently manage the long and short-term operation of the Front Desk, Concierge, Drivers, Executive Lounge, Business Centre and Magic.直接管理前厅运营 ， 确保利润最大化，控制成本以及提供优质的服务保证顾客满意度，有效的管理前厅，礼宾，司机，行政楼层，商务中心和客服中心。 Essential Responsibilities:基本职责：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 HHonors, Senior HHonors etc.监督有效执行公司的忠诚客户计划。In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by management based upon the particular requirements of the company.除上述基本职责之外，另有以下职责需要执行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 HHonors and its associated benefits to guests who are not already enrolled in the program. Ensures that existing HHonors 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。Liaises with Sales, Reservations and the Business Development team to handle corporate.和销售，预定和商业发展团队共同为客人提供服务.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.确保前厅经理知道要完成的任务Manages the GSA, GSM, Chief Concierge, Business Centre Manager, Executive Lounge Manager, Magic Manager, 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. 管理GSA，GSM，首席礼宾司，商务中心经理，行政楼层经理，客服中心经理，等。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。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。To undertake any other reasonable task or request as directed by the management.接受部门其他合理的任务或要求的安排The management reserves the right to change / extend this job description if necessary at any point of time during her / his employment.如有必要，该部门有权更改或补充该职位描述。Assimilate into The Hilton Family PRIDE/CARE culture through understanding, supporting and participating in all elements of PRIDE/CARE. Demonstrate working knowledge of the service standards.通过学习希尔顿关爱，把希尔顿关爱理念运用到服务中去。 Emergency Response紧急应对Based on the Hilton Life Safety Policy and Protocol, Duty Manager will be held responsible for below articles during his or her shift for any direct or indirect life-safety related event within the hotel premise. (Events include, but not limited: Fire, Emergency Issue, Injure of Guests, or Crisis Issues). 依照希尔顿酒店管理集团生命安全的政策与程序所述，值班经理在当值期间对酒店发生的任何直接或间接与生命安全有关的事件（火灾、紧急事件、客人伤病、危机事件等）负有以下责任：1. Participate first aid and CPR training program, and obtain corresponding qualification certificate. Ensure the validation of the certificate.参加紧急救护和CPR的培训课程并获得相应的资格证书。确保证书在有效期内。2. On the presence of emergency event, lead all ERT members on duty to act together. Ensure all response taken complying with guidance in ‘Crisis Management Manual’在紧急事件发生时，指挥所有当值ERT成员统一行动。确保按“本地危机管理预案”的要求进行。 3. Collaborate with other departments and crisis management teams to conduct rescue, evacuation, first-aid and searching, etc.和其他部门及危机管理小组协调进行营救、疏散、急救、搜查等活动。4. Provide appropriate advice for emergency rescue.为应急救援提供恰当的建议。5. Take responsibility and make decision during the absence of GM and Director of Operation.在总经理和营运总监不在时，紧急情况下担负责任并作出决定。  Specific Job Knowledge, Skill and Ability:工作技能技巧要求 The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.要有以下的知识，技能和能力来解释主要的工作职能，不论有没有客房可以提供。Considerable knowledge of computer systems for registration, reservations and backup systems.具有一定的计算机登记，预定和备份系统知识。Above average mathematical comprehension to understand and interpret numbers as they apply to operations in hotels.要有相当好的数学综合理解能力，能分析理解酒店运营过程中的一些数据。Ability to read, writes, speak and understand the English language to communicate with guests and team members.有足够的英文听，说，读，写能力，可以流利的与客人和员工沟通。Thorough organization and supervisory skills proficient in accomplishing the task.有很强的组织管理技巧，可以高效的完成任务。Ability to develop subordinates to enhance advancement in the hotel and corporation.有能力提高员工的能力水平来促进酒店的发展。Ability to analyze complex statistical data and make judgments accordingly.有能力分析复杂的数据，从而做出正确的判断。Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.能够有效的与国内外的客户沟通，跟有些客户沟通可能要求圆滑，有很强的耐心和外交能力，从而平息客人的情绪，收集有效的信息，解决冲突。 

岗位职责 1、在当班期间负责整个酒店的正常运作。 2、负责处理客人的问题和投诉。 3、处理当班期间发生的事情。 4、进行整个酒店的安全和设备检查工作。 5、向其它班次协调交班记录上需要沟通的事项。 岗位要求 1、有同岗位工作经验3年以上。 2、能用流利的英语从事前厅服务工作，具备较强的英文能力。 3、具有较好的管理和协调能力，良好的沟通和解决问题的能力。 4、注重细节，工作有责任心。

1.有效的中英文沟通能力；2.优秀的对客服务和沟通技巧；3.独立性强、忠诚可靠并具良好的执行能力.

Required Qualifications 必要的资历要求：1. Excellent mathematical comprehension to understand and interpret numbers as they apply to operations in hotels.  基本的数据理解能力，能对日常营运的数据给予合理恰当的解释2. Thorough organization and supervisory skills proficient in accomplishing the task.  组织管理与督导技能3. Ability to work under pressure and deal with stressful situations during busy periods.  能在强压下胜任工作4. Ability to read, write, speak and understand the English language to communicate effectively with guests and employees.  能有效的用英语沟通交流5. Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to   defuse anger, collect and analyze accurate information and resolve conflicts.  擅长于处理宾客关系，能快速有效的应对各种问题6. Interpersonal skills to provide overall guest satisfaction.  以较强的人际交往能力提高客人满意度

岗位职责：1. 担负起与酒店住客的沟通之责，处理客人对酒店内所有部门和区域（包括个人）的一切投诉及突发事件；2. 夜班履行酒店行政值班经理的工作职责，维护酒店安全及口碑；3. 协助部门代表酒店管理层跟进各项贵宾接待工作；4. 负责每日宾客意见收集、处理及网评等客情汇总工作；5. 协助部门处理职权范围内的有关事务和开展日常培训工作。任职资格：1. 具有3年以上酒店工作经验，其中含一年以上客务关系或前台工作经验，具有一定的法律知识和正确的判断、分析、处理问题的能力，及较强的服务意识；2. 熟悉各类办公软件操作，其中熟悉Opera系统操作优先考虑；3. 精通国语、粤语，具备良好的英语口语表达能力。

岗位职责1、代表总经理主持酒店夜间的经营管理活动，对酒店总经理负责，并报告工作。On behalf of the general manager, take charge of the night operation and management activities of the hotel, be responsible to the general manager and report the work.2、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，处理和解决发生的各种问题和突发的各类事件。Responsible for coordinating and supervising each department to do all kinds of work at night. Coordinate the working relationship of each department at night, deal with and solve all kinds of problems and emergencies.3、负责酒店夜间的质量管理工作。Responsible for night quality management of the hotel.4、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，及时递交总经理阅示。Compile the "Night Work Diary", record the important situation of the day's work, the problems found and the opinions and results of the treatment, and submit to the General Manager for review in time.岗位要求1、懂得酒店管理一般理论知识和酒店管理制度和工作规范。Understand the general theory of hotel management and hotel management system and work norms.2、熟悉各种应急预案的内容和程序，了解接待礼仪、礼节。Be familiar with the contents and procedures of various emergency plans, and understand the reception etiquette and etiquette.3、熟悉外事纪律，了解旅游法规，懂得治安、消防条例等法律、法规等基本知识。Familiar with foreign affairs discipline, understand tourism laws and regulations, understand public security, fire regulations and other laws and regulations and other basic knowledge.4、具有较强的组织、指挥、协调和控制等方面的管理能力，能处理宾客投诉和突发事件。Have strong organization, command, coordination and control management ability, can deal with guest complaints and emergencies.5、会撰写本职范围内的应用文，语言清晰。Be able to write practical articles within the scope of my job and speak clearly.

1. 协助酒店管理层负责及整个酒店的运营，收集对客服务过程中所产生的问题2. 负责处理宾客的问题和投诉3. 协助客户关系主任检查VIP房间情况及接待工作准备，确保宾客在 店期间得到亲切、友好的关注4. 进行整个酒店的安全和日常的设备检查工作5. 监督前厅员工分配客房、办理客人登记入住和结账离店、处理行李、留言和传真等

Job DescriptionAs a representative of Senior Management, Duty Manager will be called upon to deal with guest problems and/or complaints. In dealing with these situations, the Duty Manager must ensure that they use tact and diplomacy and remain within the organizational policy in rectifying these situationsDuty Manager is responsible for receiving and escorting all VIP’s and ensuring that they feel comfortable and welcome on arrival to hoteDuty Manager is responsible for the security control of the hotel keys whilst on duty.Responsible for security checks of the entire hotel and its equipment on a regular basis each evening.Responsible for attending to, resolving or acting upon any alarms or security breaches that may occur whilst on dutyDuty Manager is to ensure and oversee that the Receptionist, Supervisor and Guest Relation Officer shift procedures/duties are completed on time and are procedurally correctTo ensure that computer reports are done as scheduledTo ensure that on-going pertinent/relevant logbook communication to other shifts is maintaineRequirementsStrong guest interaction and interpersonal skill.Good language ability in both Chinese & English.Independent, committed and well-organized.Ability to work under pressure.Be familiar with the Front Desk System, Opera System.Have good command of Word & Excel

岗位职责/职位描述Principle Responsibilities & Position Purpose:职责目标： Assistant the Front Office Manager to direct and administer all Front Office Operations to insure profitability, Control costs and quality standards to insure total guest satisfaction . To efficiently manage the long and short-term operation of the Front Desk, Concierge, Drivers, Executive Lounge, Business Centre and Magic.直接管理前厅运营 ， 确保利润最大化，控制成本以及提供优质的服务保证顾客满意度，有效的管理前厅，礼宾，司机，行政楼层，商务中心和客服中心。 Essential Responsibilities:基本职责：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 HHonors, Senior HHonors etc.监督有效执行公司的忠诚客户计划。In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by management based upon the particular requirements of the company.除上述基本职责之外，另有以下职责需要执行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 HHonors and its associated benefits to guests who are not already enrolled in the program. Ensures that existing HHonors 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。Liaises with Sales, Reservations and the Business Development team to handle corporate.和销售，预定和商业发展团队共同为客人提供服务.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.确保前厅经理知道要完成的任务Manages the GSA, GSM, Chief Concierge, Business Centre Manager, Executive Lounge Manager, Magic Manager, 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.管理GSA，GSM，首席礼宾司，商务中心经理，行政楼层经理，客服中心经理，等。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。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。To undertake any other reasonable task or request as directed by the management.接受部门其他合理的任务或要求的安排The management reserves the right to change / extend this job description if necessary at any point of time during her / his employment.如有必要，该部门有权更改或补充该职位描述。Assimilate into The Hilton Family PRIDE/CARE culture through understanding, supporting and participating in all elements of PRIDE/CARE. Demonstrate working knowledge of the service standards.通过学习希尔顿关爱，把希尔顿关爱理念运用到服务中去。 Emergency Response紧急应对Based on the Hilton Life Safety Policy and Protocol, Duty Manager will be held responsible for below articles during his or her shift for any direct or indirect life-safety related event within the hotel premise. (Events include, but not limited: Fire, Emergency Issue, Injure of Guests, or Crisis Issues).依照希尔顿酒店管理集团生命安全的政策与程序所述，值班经理在当值期间对酒店发生的任何直接或间接与生命安全有关的事件（火灾、紧急事件、客人伤病、危机事件等）负有以下责任：1. Participate first aid and CPR training program, and obtain corresponding qualification certificate. Ensure the validation of the certificate.参加紧急救护和CPR的培训课程并获得相应的资格证书。确保证书在有效期内。2. On the presence of emergency event, lead all ERT members on duty to act together. Ensure all response taken complying with guidance in ‘Crisis Management Manual’在紧急事件发生时，指挥所有当值ERT成员统一行动。确保按“本地危机管理预案”的要求进行。3. Collaborate with other departments and crisis management teams to conduct rescue, evacuation, first-aid and searching, etc.和其他部门及危机管理小组协调进行营救、疏散、急救、搜查等活动。4. Provide appropriate advice for emergency rescue.为应急救援提供恰当的建议。5. Take responsibility and make decision during the absence of GM and Director of Operation.在总经理和营运总监不在时，紧急情况下担负责任并作出决定。  Specific Job Knowledge, Skill and Ability:工作技能技巧要求 The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.要有以下的知识，技能和能力来解释主要的工作职能，不论有没有客房可以提供。Considerable knowledge of computer systems for registration, reservations and backup systems.具有一定的计算机登记，预定和备份系统知识。Above average mathematical comprehension to understand and interpret numbers as they apply to operations in hotels.要有相当好的数学综合理解能力，能分析理解酒店运营过程中的一些数据。Ability to read, writes, speak and understand the English language to communicate with guests and team members.有足够的英文听，说，读，写能力，可以流利的与客人和员工沟通。Thorough organization and supervisory skills proficient in accomplishing the task.有很强的组织管理技巧，可以高效的完成任务。Ability to develop subordinates to enhance advancement in the hotel and corporation.有能力提高员工的能力水平来促进酒店的发展。Ability to analyze complex statistical data and make judgments accordingly.有能力分析复杂的数据，从而做出正确的判断。Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.能够有效的与国内外的客户沟通，跟有些客户沟通可能要求圆滑，有很强的耐心和外交能力，从而平息客人的情绪，收集有效的信息，解决冲突。

Comprehend and carry out the service standard of Front Office: smile,accuracy, efficiency. 理解并按前厅部的服务要求执行：微笑、准确、迅速。Know intimately the standard and procedure of Front Office, operate theOpera system proficiency.熟知前厅部工作标准和程序，熟练操作Opera电脑系统。Know the arrival, departure, inhouse information details of VIP guest,know the occupancy in a current day, know the events in a current day. Arrivedin the office  5 minutes inadvance. 提前5分钟到岗，了解当天VIP预抵、预离、在店情况，了解当天出租率、各类型房间出售情况，了解当天酒店重要接待活动。Stringent follow the shift relief policy and hand over the importantiteams like masterkey, petty cash, receipt, money change receipt. Handle andrecord the dispose results.  严格按交接班规定，交接本岗重要工作用品如总钥匙、备用金、水单、发票、等，及时跟进待处理事件并记录。GSM has to be convene the shift meeting, notice the events, VIP details,on day occupancy, room status, control and assign the rooms, make sure all thearrivel guest room well assigned. 召开各岗班前会，传达酒店重要会议事件、VIP情况、出租率和各类型房间出售情况、并由GSM控制和调配房间，确保有预定客人房间很好的分配。Supervise at the front desk and foreigncurrency for handover inventory and fill in gold record, ensure accurate, suchas having a long, short money situation, the first time processing and reportthe Fom.监督前台和外币备金交接清点和填写记录，确保准确无误，如有长、短款情况，第一时间处理并上报前厅经理。

1.协助酒店管理层负责及整个酒店的运作收集对客服务过程中所产生的问题信息。 2.在前厅部经理的直接领导下，在当班期间负责整个酒店的正常运作。 3.负责处理宾客的问题和投诉。 4.负责重要宾客的迎领工作。 5.进行整个酒店的安全和日常的设备检查工作。 6.解决当班期间发生的安全问题。 7.向其它班次协调交班记录上需要沟通的事项。

1.代表主持酒店夜间的经营管理活动，对酒店夜班管理负责，并报告工作。2.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，处理和解决发生的各种问题和突发的各类事件。3.代表总经理接待和迎送夜间到离店的重要宾客，检查有关部门做好服务工作。4.负责酒店夜间的质量管理工作。5.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，及时递交相关负责人审阅。

岗位职责：1. 有效的保证员工在工作中能始终提供高质量的，谦逊的服务，以求为客人带来最满意的服务。2. 积极指导员工以确保他们按照部门专业精神提供服务。确保实行顶尖服务标准。3. 与员工和其他部门建立和维持良好的工作关系。4. 确定特殊团队及重要宾客的各种要求并后续跟进。5. 在需要时准备并提交突发事件及意外伤害报告。6. 经常向员工强调他们是推销酒店商品的最有效的途径。为员工建立一个有效的“销售阵营”来服务于客人。7. 确保所有顾客所反映的问题都得到满意的回复，并使客人对我们专业的态度及及时的弥补措施感到满意。岗位要求： 1. 大专以上，同岗位工作经验一年以上。2. 英语良好，能够顺畅跟客人沟通，处理客人投诉。3. 性格开朗，态度积极。

1、大专或以上学历，有联号酒店工作经历优先。2、能用流利的英语从事前厅服务形象气质佳，精通电脑操作，具备较强的英文听说读写能力。3、仪表端庄，热爱酒店工作，钻研业务，反应敏捷，善于交际具有较好的管理和协调能力，能够很好的发挥其管理、领导和监督的作用。4、注重细节，工作有责任心，敢于承担责任，执行力较强。5、有上进心和良好的学习能力和抗压能力。

Night ManagerKey Responsibilities 主要职责1. As a representative of Senior Management, Duty Manager will be called upon to deal with guest problems and/or complaints. In dealing with these situations, the Duty Manager must ensure that they use tact and diplomacy and remain within the organizational policy in rectifying these situations.作为酒店高级管理层的代表，当班的值班经理要负责处理客人的问题和投诉。在处理这些情况的时候，值班经理要运用自己的聪明才智和外交手腕在酒店组织政策许可的范围内处理好这些问题。2. Duty Manager is responsible for receiving and escorting all VIP’s and ensuring that they feel comfortable and welcome on arrival to hotel.值班经理要负责重要客人的迎领工作。要确保重要客人抵达酒店时感觉舒适并受到了热情的欢迎。3. Bid farewell to every corporate guest and all VIPs upon their departures. 与每一位团队客人和VIP客人离店时道别。 4. Duty Manager is responsible for the security control of the hotel keys whilst on duty.在当班时，值班经理根据安全需要负责控制酒店的钥匙。5. Responsible for security checks of the entire hotel and its equipment on a regular basis each day/evening.每天/晚需要负责进行整个酒店的安全和日常的设备检查工作。6. Responsible for attending to, resolving or acting upon any alarms or security breaches that may occur whilst on duty.负责解决当班期间发生的安全问题。7. Duty Manager is to ensure and oversee that the Receptionist, Supervisor and Guest Relation Officer shift procedures/duties are completed on time and are procedurally correct.值班经理要负责监督前台接待员、主管、宾客关系主任及时准确地完成本职的日常工作。8. To ensure that computer reports are done as scheduled.要确保日常电脑报告的完成。9. To ensure that on-going pertinent/relevant logbook communication to other shifts is maintained.负责向其它班次协调交班记录上需要沟通的事项。 Qualifications 资格要求1. Strong guest interaction and interpersonal skill.优秀的对客服务和沟通技巧。2. Good language ability in both Chinese & English.优秀的中英文沟通能力。3. Independent, committed and well-organized.独立性强、忠诚可靠并具良好的组织能力。4.  Ability to work under pressure.能够在强大的压力下工作。5. Be familiar with the Front Desk System, Opera System.熟悉前台操作系统，Opera系统。6. Have good command of Word & Excel.熟悉 Word 和 Excel 操作。