Position Summary职位概述
This position is
concerned with overall responsibility over Front Office operation and
personnel with the hotel and a liaison role with all other departmental
managers. The key part of the Front Office team- the real
ambassador and face of the hotel and the brand. As the Front
Office Manager, we need to lead an example for all Front Office Curators, offer high standard service to our guests and always focus on our guests’
experience. Starting from the initial welcome, the Front Office
Manager spends uninterrupted quality time getting to know the guest so that
meaningful information and recommendations to make the guest’s stay more
Inspired can be made. Throughout the guest’s stay the Front Office Manager
will seek out opportunities to interact with the guests to add more value and
personalization to the guest’s stay by building on the first interaction and
knowledge they observed. Being a good listener and collector, picking up on
any minor details throughout he stay should be used to enhance the stay
experience. All and any ideas must be followed up on to exceed expectations. Guide and training the Conrad
Concierge to assist our guests actively to ensure that our service can
always meet and exceed their expectations.
此职位的工作职责包括负责整个前厅部的运营工作和前厅员工的管理工作，同时负责与其他部门经理之间进行有效的沟通。是负责酒店大堂和前厅部的重要部分—代表酒店和品牌标准的大使。作为前厅部经理需要以身作则，为员工树立榜样，为客人提供高水准服务并始终关注我们的宾客体验。从最初的欢迎开始,前厅部经理持续高效的去了解客人,这样有意义的信息和建议会让客人留下更多的灵感。在整个客人入住期间，前厅部经理将寻找机会与客人互动，通过观察和互动所得到信息的基础上，为客人入住过程增添更多的价值和个性化。做一个好的倾听者及收集者，在客人入住的整个过程中任何细小的细节，都被注意并用来提高客人入住体验。所有的想法都必须跟进，以超越客人的期望。引导并培训员工主动协助客人以确保我们的服务能够一直满足并超越客人的期望。
1.
To be responsible for the maximization of room revenue and
profit through commercial rooms management; ensuring a consistently high
standard of guest service within the department.
通过有效的商业运营，达到酒店利益的最大化；确保部门员工给客人提供一贯高标准的服务。
2. To maximize room sales and revenue for the hotel.
Planning and monitoring of any upselling campaign being established at the
Font Desk.
为酒店创造最高的收益。制定计划并时时监控前台已实施的促销活动。
3. To ensure commercial management techniques of
availability control are applied, to achieve the maximization of room sales
and revenue.
确保运用商业管理手段所达到的有效管理是可行的，并获得客房出租利益的最大化。
4. To make all decisions regarding overbooking the
hotel on same day, ensure all out bookings are carried out by a member of
management. Overbooking levels for future days will be monitored by the
Revenue team.
全权处理同一天内酒店内的超额预定，并确保所有的超出预定由管理层的一名成员决定。超额预定的标准需要应收团队进行有效的监控。
5. To maintain a high standard of guest relations/guest
service within Front Office.
维护并保持前厅部与住店客人之间良好的关系，同时提供高标准的服务。
6. To ensure Front Office operates with a sales
attitude, and all personnel are aware of sales opportunities within the hotel
which will assist with the maximization of revenue.
确保时时保持销售的心态运营和管理前厅部，并确保员工也具有此种销售意识，这对于实现酒店收入的最大化有良好的辅助作用。
7. To ensure the necessary forward planning is
carried out to achieve the pre-set annual budget for room revenue.
确保实施必要的及时计划已达到年度收入预算。
8. To keep senior management informed of any risk or
opportunity in relation to the pre-set performance figures.
保持向高层管理人员通报任何风险或者是任何发展机会，这些风险或机会关系到酒店预先设定的业绩数字。
9. To ensure availability is reviewed as per minimum
required standards.
确保每一个标准，即使是最小的但却是必要的标准，都及时有效的得以实施。
10. To ensure accurate advance booking count and
forecasting is carried out.
采取措施以确保准确的提前预订计数和预测。
11. To ensure all Front Office personnel are aware of
all rooms sales/revenue targets and are kept informed of performance results.
确保前厅部所有的工作人员都知道客房销售及收入目标，并获知业绩。
12. To adhere to company credit policies to ensure
revenue expected will be received.
根据公司的信用政策，确保达到预期的收益目标。
13. To develop and maintain a high performance of
communication relating to business opportunity between the hotel and the
Sales and Revenue team.
发展和保持酒店与销售部门和收入部门之间关于寻找商业发展机会上高效沟通。
14. To ensure a high standard of liaison is
maintained between Front Office and all other departments within the hotel.
确保维护前厅部与酒店其他部门之间高效的接触和沟通。
15.
Leads and motivates curators by leading by example and
employing competent and consistent management practices.
通过训练领导和激发团队员工。
16.
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。
17. 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。
18. Responsible
for conducting all PDR’s, 1:1 meetings throughout the year, ensuring that the
feedback given to team members is fair, unbiased and provides a platform for
continued improvement, according to the Hilton standards. Ensures that all HR
related documents on curators
performance is received by HR in a timely manner.
根据希尔顿PDR标准，进行1：1的面谈，确保对每个员工的公平，为员工提供继续发展的平台。
19. 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。
20. 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。
21. 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。
22. Responsible
for the hiring and termination of team members, ensuring that all available
positions are filled and grooming team members to fill vacancies. Ensuring
that there is a consistent quality of team members employed in the
department.
对雇用和解雇员工负责, 确定所有的位置都有合适的人选。确保部门中成员的一致水平。
23. Communicates
results from GTMS, SALT,QA, informing the team of results, areas of weakness
and strength and the following action.
熟悉GTMS，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。
24. Handles
complaints promptly and efficiently, taking the necessary action and 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并进行跟踪。回访客人，确保客人对解决方法满意。
25. 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。
26. Acts as the
first point of contact and liaison for VIP guests, ensuring that they are
treated personally and recognized as an individual. Follows up on a daily
basis to meet and greet VIP’s ensuring that a personalized level of service
is given.
每日问候VIP客人，确保VIP客人的个性化服务待遇。
27. 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。
28. Promotes and
enrollment Hilton HHonours and its associated benefits to guests
who are not already enrolled in the program. Ensures that existing HHonours
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。
29. Allocates
rooms in accordance to the guests reservation, preference and remarks,
maintaining a systemized and sales focused approach to room inventory
management.
按照客人的预定或喜好安排房间，并做详细目录管理。
30. 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。
31. 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。
32. Has
knowledge of the hotels facilities and services as well as basic knowledge of
Hilton International, and other Hilton
properties in China.
掌握希尔顿酒店集团及希尔顿在中国其他地区的基本概况。
33. Is up to
date with information on facilities, attractions, 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。
34. 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。
35. Review and
implement procedures and systems where applicable.
回顾 ，完成进度以及制定制度。
36. 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。
40.
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。
41.
To ensure that all team members have a complete
understanding of and adhere to the Hotel’s Team member Rules and Regulations.
确保员工充分的理解并遵守员工手册内容。
37.
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。
38. 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。
Specific Job Knowledge, Skill and Ability工作技能技巧要求：
1.
Awareness
and sensitivity to the concept of luxury and quality.
对奢华和质量的高度灵敏。
2.
Responsive
and genuine with guests.
对客人负责、诚恳。
3.
Confident
with customers.
对客人自信。
4.
Going
above and beyond the regular duties.
超出日常职责。
5.
Communicates
effectively and clearly.
有效清晰交流。
6.
Inspires
co-operation and commitment.
灵感合作和许诺。
7.
Adapts
work style and ethics appropriately.
适当调整工作风格和规范。
8.
Actively
listens and builds on other ideas.
积极聆听、多方位思考。
9.
Effectively
understands and uses resources.
有效理解和利用资源。
10. Is culturally sensitive.
文化敏感。
11.
Good
written and verbal skills in English and Chinese.
良好写作和口头表达能力。
12.
Strong leadership and people management skills, added with
good training skills.较强的领导和人员管理技能，附加培训技能。13.
Guest oriented and able to confidently build and exceed the
service standards.以客户为导向，并能够自信地建立和超过服务标准。 14.
Strong interpersonal skills and attention to detail.
较强的人际处理能力并关注细节。
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