索菲特品牌工作经验为必须
Manage the Daily Front Office Operations
管理前厅部日常运营
• Manages alloperational 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 managementof the Front Desk, Executive Floor, Concierge and Guest Service Center toensure 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。
• Conductsdaily walk-through to ensure LQA standards are implemented and delivered to everyguest.
进行每日巡视以确保LQA在对客服务中被遵守和执行。
• Maintainshigh visibility with guests and colleagues, ensurethat guest and colleague concerns are resolved in a professional and timelymanner.
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 toreferred and unsolved problematic situations such as complaint handling, takesinitiative 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。
• Ensures that all Front Office related Hotel Policies and Procedures areadhered.
确保与部门相关的酒店各项政策与程序都被严格执行。
• Detailedhotel product knowledge, up-to-date with VIP arrivals & events within thehotel 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 aliaison 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 inthe 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 situationrequired, adheres to and promotes the health& safety policies to ensure a safe work environment and knowledgeable allsafety & 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。
• Verifiesthat all information requested by the local police authorities are adhered toand 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 withinFront 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 securitystandards 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。
• The management reservesthe right to change / extend this job description if necessary at any point oftime during her / his employment.
如有必要，该部门有权更改或补充该职位描述。
• Carries out any otherreasonable 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 ExceedGuests’ Expectations
为客人带来超越期待的入住体验
• Personalinvolvement 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 buildup close relationship with guests, and leads the Front Office team to personalize the guest stayexperience 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 beanticipated, guests’ preferences be collected, and the needs and preferences bemet 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 hoteloperation supporting systemsbe 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 inlink 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 tocontinually 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。
• Liaisonbetween Front Office departments and rest of hotel effective for guestexperience.
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 guestsatisfaction and resolves problems in accordance with our Mission Statement andphilosophy 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 onthe 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 anenvironment that allows colleagues to achieve job fulfillment and provides apath for career development with Brand. Develops strong teams through active involvement in the operations and throughthe 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. Astrong 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 attendingmeeting, writing reports and memos and other specific duties related to the jobfunction.
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。
• Ensuresclear 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。
• Identifiestraining needs, approve training plan of all Front Officesub-departments and follow-up to ensure compliance and efficiency of trainingactivities.
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。
• Preparesthe annual budget and manning guide and manage the Front Office Departmentwithin budgetary guidelines.
根据预算指导准备前厅部年度收入/费用及人员预算。
• Controlsthe duty roster for sub-departments guaranteeing quality as well as consideringthe 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高效运转的目的。
• Drafts and evaluate work flows toimprove 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 exceedguest 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 theperformance review process on regular basis to identifyand develop talent for growth management performance issues, using a coachingstyles.
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 outdisciplinary 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
• Involvementin budget preparations and responsible for profit & loss.
参与预算的制订，并对部门损益负责。
• Maximizesrooms revenue through participating in yield management group meetings andimplementing and supporting agreed upon Revenue Management strategies andpractices.
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，以达到客房收入增加的目的。
• Attendmonthly Credit meetings and ensure all accounting procedures are adhered tothroughout the department, including monitoring Guest balance and city ledgeraccounts.
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 alllabor cost controls within budget limits and occupancy variances to maximizeproductivity.
通过监督管控人工成本与入住率之间的差异来优化劳动生产率。
• Ensure cleanliness andappearance 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 EmergencyResponse 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 & effectivecommunication with all other departments. Conducts and participates in monthlycommunication 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。
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