Job Purpose职责概述
Oversees the effectiveness of guest service,
colleague performance and development, and service enhancements, the Front Office Manager is responsible to ensure the smooth and
efficient running of all operational aspects of Front Office related
departments and to ensure that the various departments are run according to the
standards set for the brand in general and the hotel specifically.
通过监督对客服务、团队表现、职业发展以及服务改善的效果，前厅部经理负责确保前厅部顺畅且有效的运营，并保证不同的分部门都严格执行与其相关的品牌及酒店标准。
Manage the Daily Front Office Operations
管理前厅部日常运营
•
Manages all operational tasks as well as their
respective delegation and follow-up.
管理前厅部所有运营任务以及与之相关的委派与跟进。
• Coordinates management of the Front Desk, Executive
Floor, Concierge and Guest Service Center to ensure a smooth operation and the
highest level of guest satisfaction.
协调前台、行政楼层、礼宾部和总机等部门的工作，以确保运营顺畅及客人满意度。
•
Conducts daily walk-through to ensure LQA standards
are implemented and delivered to every
guest.
进行每日巡视以确保LQA在对客服务中被遵守和执行。
•
Maintains high visibility with guests and colleagues,
ensure that guest and colleague concerns are resolved in a professional
and timely manner.
积极参与部门日常运营，以确保客人或同事的问题能够在最短的时间内以专业的方式得以解决。
•
Attends to referred and unsolved problematic
situations such as complaint handling, takes initiative action and be
entrepreneurial.
主动关注并参与如客人投诉等待解决问题的跟进和处理。
•
Prepare, develop,
implement and evaluate up-selling and ALL member enrollment strategy, to
maximize room revenue & guest loyalty.
起草、发展、实施和评估前台房间销售升级和雅高心悦界会员招募计划，以最大化收益和客人忠实度。
•
Ensures that all Front
Office related Hotel Policies and Procedures are adhered.
确保与部门相关的酒店各项政策与程序都被严格执行。
•
Detailed hotel product knowledge, up-to-date with
VIP arrivals & events within the hotel and the destination.
明晰酒店产品知识，确保贵宾及活动信息的时效性和准确性。
• Oversees group business, reviewing and
ensuring details of conference resumes are met and serve as a liaison with the
conference conveners.
监督团队接待，检查并确保团队预订所提出的细节达到要求，并与会议/团队组织者保持联系。
•
Presence in the Front Office and lobby area at
critical guest flow time.
客流高峰期间在前厅及大堂区域督导部门运营。
•
Involvement in guest complaint
handling, whenever the situation required, adheres to and
promotes the health & safety policies to ensure a safe work environment and knowledgeable
all safety & emergency procedures.
坚持并推行健康与安全政策，以确保安全的工作环境；同时确保所有同事都熟悉了解并掌握安全及紧急程序。
•
Verifies that all information requested by the
local police authorities are adhered to and prepared accurately.
确保由当地执法部门所要求的全部事项都被严格遵守并实行。
•
Maintains ‘Safe Food
& Hygiene Standards’ are implemented within Front Office at 100%.
确保《食品安全与卫生标准》被百分之百的执行。
•
Maintains all information security standards compliance
of Front Office at 100%.
确保所有信息安全标准都被百分之百的执行。
• Carries out any other reasonable duties and
responsibilities as assigned.
完成任何其他合理的职责和被指派的职责。
Provide Guests’ Experiences that Exceed
Guests’ Expectations
为客人带来超越期待的入住体验
•
Personal involvement in the pre-arrival preparation, arrival, rooming, and departure of key/VIP guests.
亲自参与到贵宾抵店前的准备工作、入住手续的办理、房间介绍以及离店送别之中。
•
Personalized engagement
with guests whenever/wherever possible, to build up close relationship with
guests, and leads the Front Office team to personalize the guest stay experience as a
role model.
随时随地与客人展开个性化的互动，成为带领前厅部团队为客人提供个性化的入住体验的榜样。
• Ensure guests’ needs be anticipated, guests’
preferences be collected, and the needs and preferences be met during current
stay and future stays.
确保客人的需求被预知、喜好被收集、并且这些需求和喜好在今后会始终被得到满足。
•
Ensure hotel operation supporting systems be fully
utilized to embrace guest experience.
确保各类酒店管理系统和软件得到充分的使用以提高宾客体验。
•
Accuracy in link of reservations requirement to
room allocation/guest needs.
根据预订信息准确地为客人安排房间及满足合理需求。
•
Sets short term and long term measurable objectives to continually improve
service levels.
为部门设置时效性不同的、可衡量的标准，以达到提升服务水准的目的。
•
Liaison between Front Office departments and rest
of hotel effective for guest experience.
在本部门与酒店其他部门之间进行有效的沟通以提高宾客体验。
• Seeks feedback on guest satisfaction and
resolves problems in accordance with our Mission Statement and philosophy of talent
empowerment.
寻求客人满意度反馈，并根据我们的使命宣言和人才赋权的理念来解决问题。
•
Focuses on the stay experience for ALL members.
致力于提升雅高心悦界会员的入住体验。
Management
and Leadership of the Front Office Team
管理及领导前厅部团队
•
Creates an environment that allows colleagues to
achieve job fulfillment and provides a path for career development with Brand. Develops strong teams through active
involvement in the operations and through the development and support of a
continually evolving team.
为所有同事创造出一个可以完成工作任务并在品牌内得到提升与发展的工作环境。通过积极参与运营以及对同事的支持与发展来建立一个持续进步的团队。
•
Provides guidance and motivation to the Front Office Team.
Establishes and communicates on a daily basis with the Front Office Team. A
strong commitment to Colleague Satisfaction.
指引并激励前厅部团队，与团队建立实时的沟通，并且对人才满意度负责。
•
Supports the Front Office team to be consistent in service, use a collaborative, enabling leadership style, have regular team
meeting.
通过协作与授权相结合的领导方式，与定期召开部门会议的方法相结合，确保前厅部保持始终如一的服务质量。
·
Accomplish a set of
administrative duties such as leading and attending meeting, writing reports
and memos and other specific duties related to the job function.
完成如组织并出席会议、撰写报告和备忘录以及与工作职能有关的其他职责的一整套行政职责。
•
Ensures clear communication within departments to
provide seamless service to all guests.
确保部门内的沟通顺畅以便为宾客提供无缝且高效的服务。
•
Identifies training needs, approve
training plan of all Front Office sub-departments and follow-up to ensure
compliance and efficiency of training activities.
确认培训需求，批准各分部门的培训计划，并跟踪培训进展以及确认培训效果。
•
Prepares the annual budget and manning guide and
manage the Front Office Department within budgetary guidelines.
根据预算指导准备前厅部年度收入/费用及人员预算。
•
Controls the duty roster for sub-departments
guaranteeing quality as well as considering the highest personnel cost
efficiency.
在保证服务质量的同时，通过对各分部门排班的管控以达到效率最大化的目的。
•
Drafts and evaluate work flows to improve and optimize organization.
对工作流程进行制定和评估以达到优化提升的目的。
•
Recruit, induct and train a Front Office team who
are competent and confident to exceed guest expectations.
招聘、任命和培训出一个可胜任且有信心超越客人期待的前厅部团队。
•
Use the performance review process on regular basis to identify and develop talent for growth management performance issues,
using a coaching styles.
以辅导的方式和定期绩效评估相结合，以达到认知和发展人才的目的。
•
Carry out disciplinary actions in line with hotel
procedures.
按照酒店规章制度对不合适的行为采取相应措施。
Involvement
as a Member of the Hotel Leadership Team
参与酒店管理
•
Involvement in budget preparations and responsible
for profit & loss.
参与预算的制订，并对部门损益负责。
•
Maximizes rooms revenue through participating in
yield management group meetings and implementing and supporting agreed upon
Revenue Management strategies and practices.
通过参与收益管理会议，以及支持并执行收益管理战略规划及策略，以达到客房收入最大化的目的。
•
Attend monthly Credit meetings and ensure all
accounting procedures are adhered to throughout the department, including
monitoring Guest balance and city ledger accounts.
参与月度信贷会议以确保所有财务制度在部门内被严格执行。
•
Oversee all labor cost controls within budget
limits and occupancy variances to maximize productivity.
通过监督管控人工成本与入住率之间的差异来最大化劳动生产率。
• Ensure cleanliness and appearance of lobby
and related areas.
确保大堂及相关区域的清洁和外观符合品牌标准。
•
Initiate action to
correct a hazardous situation as member of Emergency Response Team, notify the
rest of team about the potential dangers.
作为酒店危机处置团队的一员，在发现安全隐患时主动采取行动并通知团队以便采取后续措施。
• Strong & effective communication with all
other departments. Conducts and participates in monthly communication meetings.
与其他部门保持有效的沟通。组织并参与月度沟通协调会议。
。
Main
Complexity/Critical Issues In The Job主要复杂/关键工作事项
•
Efficiency of check in/check out process.
确保入住及离店手续的效率性。
•
Accuracy in retrieval of guest data and billing.
确保客人信息与账目的准确性。
•
Management of the guest service experience / personalization.
确保个性化服务以提升客人体验。
•
Management of guest complaints.
处理宾客投诉。
•
Management of food
safety & data safety.
保证食品安全及信息安全。
Knowledge and Experience知识和经验
·
Diploma or Degree
preferably in hospitality or related field
酒店管理或相关专业的本科或专科学历
·
Minimum three (3) years relevant experience in a similar position in a renowned
international hotel brand(s)
在知名国际酒店内从事至少三年类似岗位的经验
·
PMS and Office software knowledge
熟悉并掌握Opera酒店管理系统和各类办公软件
·
Excellent oral and
written skills in Mandarin and English
优秀的中英文听说读写能力
·
Involvement in
reservations and understanding of Revenue Management processes
参与预订并了解收益管理
·
Familiar with ALL
processes or other loyalty programs
熟悉雅高心悦界或其他忠诚会员计划
Experienced in guest experience management, understands and can use reporting
RPS, etc.
熟悉宾客体验管理体系，并可熟练使用报表工具对宾客满意度进行分析
