工作职责：1.To support the overall strategic management of the hotel by establishing effective working relationships with senior colleagues:
in particular, the Asst.Executive HSKP, Outlet Manager, Duty Security Supervisor, Fitness Centre Manger, Duty Engineering.通过和管理层建立良好的工作关系来支持酒店的管理战略，尤其是和客房部行政副管家、各餐厅经理、值班保安主管、健身中心经理，值班工程师。2.Assists the Front Office Manager in all aspects of their duties. Reports to and communicates with the Assistant Front Office Manager or Front Desk Manager on all pertinent matters affecting guest service and hotel operations.协助前厅部经理管理各方面工作, 向前厅部副经理、前厅部经理汇报并就所有与宾客服务及酒店运作相关的问题进行沟通。3.Actively support the Business Development department by ensuring that Front Office team members are fully trained and committed to drive revenue through activities such as upselling\seasonal product selling\Transportation revenue. Ensures front line staffs complies with FIT marketing techniques and maximize sales.确保前厅部的员工接受规范的促销培训并确保能够通过促销追求利润,如房间增销及酒店季节产品销售、客租收入,确保一线员工遵从散客市场技巧并最大化的进行销售，以此来积极支持商务发展部的工作。4.Actively corporate with HSKP to achieve the planned operational profit margins in Rooms. Control the availability of rooms, rooms types, accuracy of room count and rate categories. Maximize occupancy, revenue and average rate while maintaining high service standards积极地与客房部合作从而完成所有有关房务部计划的利润。管理房间空余情况、房间类型、房间出租率和价格类型的准确性等，在保持服务的高标准的同时将入住率、收益和平均价格最大化5.Communicating effectively with Housekeeping and Groups & Tours about any in－house groups holding Catering events, ensuring direct liaison with Group Leaders upon arrival for special requests.积极地和客房部沟通，对于一些住客的会议团队，积极有效地和旅行社保持联系，以确保团队领队在到达时能享受特殊的优质服务。6.To co－ordinate with Engineering and Housekeeping Departments to ensure maintenance and cleanliness. Ensure follow－up procedures are maintained.和工程部及客房部协作，确保所有的维修保养和清洁都被完成，确保所有的跟进程序有在进行。7.Be aware of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out掌握信用政策和程序，并与财务部密切联系，以确保信用程序的完全执行8.Know system recovery procedures.掌握系统复原程序9.Interpret computer reports.分析电脑报告10.Submitted the reports relating to that area on time.（e.g, Guest complaint & investigation summary report, daily courtesy call report.）按时上交相关工作报告（如，月度客人投诉、分析汇总报告，每日客人问候电话）11.Submitted the cost analysis report （Guest Amenities, Over time, Office Supplies, other related expenses） to FOM by monthly and have the sense to control the operation costs in a detailed and structured manner..每月上交成本分析报告（客人礼遇品使用、加班、办公用品、其他相关费用）给前厅部经理，需具有成本控制的理念和采用适合的方法。12.Ensures that work schedules/rosters are written according to hotel needs and compliance to labour laws and all labour costs are flexed according to levels of demand / activity / season. Preparation of efficient work schedule for Guest Service Manager& Guest Relation Officer, arranging holidays and vacation, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures.确保排班表是根据酒店的需求制定的并遵循了劳动法, 所有的劳动力是根据需求/活动/季节来合理安排的。在考虑项目入住情况和预测以及大规模的团组活动，特别是关于提前或延迟到达及离店的情况的前提下,值班经理和宾客关系主任要合理按高效的工作班次，以及节日和假日。13.To manage all the direct reports in a professional and motivating fashion.用专业的和激励的方法管理直接管理范围内的团队成员。14.To have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both customers and colleagues.保持一个积极的态度，履行个人的职责和主动权去解决问题，永远和你的客人和员工进行清晰明了的沟通。15.To be motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve your personal performance.目的明确地，坚定地，热情洋溢地执行所有工作任务，把握时机去学习新的工作技巧和知识，以改进和提高你个人的绩效。16.To maintain high team focus by showing co－operation and support to colleagues in the pursuit of team goals. Provides functional assistance and direction to all departments.主张团队的中心，是展示团结协作和支持同事达成团队目标。向所有部门提供功能性支持和指导。17.Conduct routine inspections of all Front Office areas. Monitors appropriate standards of conduct, uniform, hygiene, and appearance of staff. Responsible to ensure best quality of cleanliness throughout the entire Front Office Department Supports and assists Front Office personnel and all departments at peak periods. 对前厅部的各个区域例行检查。监督员工的行为、制服穿着、卫生和外表形象。确保前厅部所有部门和区域的卫生状况良好。在高峰期向前厅部工作人员和其它所有部门提供支持和协助。18.Actively follow up on SALT & QA reports instituting corrective actions in a fast and effective manner. Agreeing and implementing actions to make improvements to customer service积极跟进SALT和QA有效率的采取整改措施，同意并实施以行动去提高对客服务的质量。19.Personal activity the HHonors enrolment and always drive the HHonors program in the hotel, achieve the enrolment target.完成希尔顿荣誉会员的引入计划及希尔顿荣誉客会计划推动。20.Ensures that existing HHonors members receive personal and professional service that recognizes them as important guests and that their benefits are received.认知希尔顿荣誉客会会员客人。确保他（她）们能收到个性化、专业化的服务以及相应的优惠政策。21.To be aware of current market conditions, including events, competitor activities and promotions.了解清楚竞争现有市场情况，包括竞争对手的活动，价格和促销。22.Well manage the situation of overbooking the hotel on same day, ensure all out bookings are carried out by a member of management and the hotel policy is applied.遵循酒店客房超订的政策，管理并确保所有超额预订的对外订房都被执行和妥善管理。23.Ensures VIP rooms are checked on a daily basis. Welcome VIP guest, rooming, and sending off VIP guests.确保每天检查VIP客人的房间。迎接贵宾，为其安排房间并在其离店时送行。24.Adhere to the hotel’s security and emergency policies and procedures.坚持酒店安全制度、紧急情况处理规定和程序。25.Ensure staff adhere to Standards and Procedures for cash handling. Maintain own cash float.确保员工遵守现金处理标准和程序。检查备用金使用情况。26.Actively seeking verbal feedback from customers by daily courtesy call, and complete the courtesy call report to submit to Front Office Manager.积极地通过问候电话获取客人的入住体验，并填写报告上交前厅部经理。27.Positively dealing with and learning from customer complaints and comments with follow up and feedback to the Assistant Front Office Manager or Front Office Manager. Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the hotel.以明确地的态度、正确地对待和处理客人投诉和反馈意见，跟进并向前厅部副经理或前厅经理报告，并从中学习。对各种状况做出反应，以确保来宾被及时的礼貌接待并得到充分的注意和重视。28.Review arrival lists and anticipate needs. Maintain guest histories to assist with returning guests. Update Guest Profile maintenance through the tool of CRM.检查到达旅客名单并预测各种可能的需要,记录保持客人历史记录，以便更好地给再次入住的客人提供优质的服务。通过CRM工具维护、更新客史档案。29.Analyses and approves discounts and rebates. Analyses the rate variance report to ensure room’s revenue control.分析和批准打折相关事宜,分析房价差异报告以保证客房收入。30.Takes action with the Onq System in emergency situation. Fully conversant with all hotel emergency procedures.在紧急情况下按照酒店要求操作酒店管理系统（Onq）。熟知酒店紧急情况所有处理程序。31.Maintain a presence in the lobby setting the example for team members for guest service出现在大堂进行对客服务，让员工学习，起典范作用。32.Be Pro－Active towards guests, assisting them with any reasonable requests, making sure all customer requests and queries are responded to promptly and effectively, and training all team members to see these things before the guests ask.积极主动的面对客人，协助他们接近合理的需求，确保所有的客人要求和问题都迅速和有效地响应和处理。培训所有员工提前预知客人要求。33.Having detailed knowledge of Hilton Brand Standards. Ensure that brand standards / use of logo are never compromised.掌握部门的希尔顿品牌标准的详细内容；确保不违反希尔顿的品牌标准和logo的使用规定。34.Being able to explain the Standards to the team and training each team member individually with specific job skills checklists that relate to their responsibilities.有能力向团队解释标准的要求，同时给各个员工个人进行相关的专业的工作技巧培训并完全培训检查表。35.Demonstrate positive leadership characteristics which inspire Team Members to meet and exceed standards. 展示及发挥你积极的领导力，鼓励员工努力达到和超越标准的要求。36.Provides input for Front Office meetings. Ensuring the shift is reviewed and handovers and briefings are carried out.为前厅部会议提供信息,确保各个班次的工作及时的得到回顾并在每日的交班会中与团队成员分享。37.Keeping the team up－to－date about departmental, hotel and company activities through regular communication meetings & memos.保证团队能一直获取部门、酒店和公司的最新的活动信息，通过定期的沟通会议和备忘录。38.Effective training programs for all Front Office team members, work closely with departmental master trainer and complete departmental training plan.积极地对前厅部员工进行培训, 与部门培训师紧密配合，完成部门整体培训计划。39.Staff Supervision of Night shift staff: Contractors; Porters, Cleaners, Room Service staffs and works with Human Resources to ensure their performance is effectively managed.对夜岗人员进行监督：包括外包人员、搬运工、保洁人员、客房送餐人员等，并与人力资源部门合作，以确保对上述人员的工作情况进行有效管理。40.Oversees the Night Audit Function：监督夜审工作：（1）Develop, update and train standards and procedures. 就各项标准和程序进行开发、更新和培训。（2）Produce Revenue Reports.制订收入报告。（3）Perform file back up maintenance.做好档案备份维护工作。（4）Review all audits and reconciliation of daily sales transactions of front office and all outlets, balancing all cash registers and
reporting discrepancies to Front Office Manager.检查所有夜审工作和前厅部及各营业场所的日常销售交易的核对，对所有收银机进行检查并向前厅部经理报告各种异常情况。（5）Week end and Month end reports completed in line with policy.依照政策规定完成周小结和月度小结。（6）Advise Front Office Manager of recurring errors.就反复出现的失误情况向前厅部提供建议。41.To carry out any other reasonable duties and responsibilities as requested by the Front Office Manager.根据前厅部经理的要求，执行其它合理的责任和任务。任职资格：1. 大专及以上学历，专业不限；2. 具备1年以上高星酒店相关行业工作经验，有值班经理经验者优先；3. 熟悉酒店前台运营管理流程，具备良好的组织协调能力和问题解决能力；4. 具备良好的沟通能力和服务意识，能够有效处理顾客投诉；5. 能够熟练使用办公软件进行数据分析；6. 工作积极主动，责任心强，能够承受一定的工作压力。
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