崗位職責/職位描述

此崗位為夜班值班經理崗位，需要適應長期夜班班次，具體班次為22:30-07:30

【職位描述】

值班經理負責監(jiān)督賓客服務/前臺團隊，確保團隊成員做好準備并充分了解情況，為賓客提供從入住到退房的卓越體驗。

我將做些什么？

作為值班經理，您將監(jiān)督賓客服務/前臺團隊的工作，該團隊是賓客、酒店和酒店各部門之間的主要聯系紐帶。值班經理負責管理賓客的第一印象，因此必須以最高標準執(zhí)行以下任務：
??監(jiān)督整個賓客服務/前臺的運作，以保持高標準。
??評估賓客滿意度水平并監(jiān)控趨勢，注重持續(xù)改進。
??以最佳房價最大限度地提高客房入住率，并利用向上銷售技巧推廣酒店服務和設施。

? 制定部門目標、工作計劃、預算、政策和程序。
??監(jiān)督前臺團隊成員的儀容儀表、工作標準和工作表現，注重培訓和團隊合作。
??確保團隊成員掌握酒店產品、服務、價格和政策的最新知識，以及當地的知識，并不斷接受培訓，以學習和理解政策和慣例。
??與酒店各部門保持良好的溝通和工作關系。
??監(jiān)控人員配備水平，以滿足業(yè)務需求。
??召開月度溝通會議并制作會議記錄。
??按照公司政策和程序管理員工績效問題。

??遵守酒店安保、消防規(guī)定和所有健康與安全法規(guī)。
??在使用前廳系統(tǒng)時，遵守相關政策和程序。

This position is a night shift duty manager position, need to adapt to the long-term night shift, the specific shift for 22:30-07:30.

A Duty Manager supervises the Guest Service/Front Office Team to ensure that Team Members are prepared and well-informed to deliver our Guests an exceptional experience from check-in through check-out.

What will I be doing?
As Duty Manager, you will oversee the Guest Service/Front Desk Team which is the main connection between the Guest, the hotel, and the various hotel departments. A Duty Manager is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:

• Oversee the entire Guest Service/Front Office operation to maintain high standards.
• Evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvement.
• Maximise room occupancy at best rates and use up-selling techniques to promote hotel services and facilities.
• Set departmental objectives, work schedules, budgets, policies, and procedures.
• Monitor the appearance, standards, and performance of the Front Office Team Members with an emphasis on training and teamwork.
• Ensure Team Members have current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area, and are continuously trained to learn and understand policies and practices.
• Maintain good communication and working relationships with all hotel departments
• Monitor staffing levels to meet cover business demands.
• Conduct monthly communication meetings and produce minutes.
• Manage staff performance issues in compliance with company policies and procedures.
• Comply with hotel security, fire regulations and all health and safety legislation.
• Act in accordance with policies and procedures when working with front of house equipment systems.

【任職要求】

我們需要什么樣的人才？

為希爾頓品牌服務的值班經理總是代表我們的客人與其他團隊成員合作。要成功勝任這一職位，您應保持以下態(tài)度、行為、技能和價值觀：
?曾在酒店/休閑/零售業(yè)擔任過前廳部主管
?熟練掌握信息技術
?高度的商業(yè)意識和銷售能力
?具有管理和培養(yǎng)人才的經驗
?具有管理部門和損益表的經驗
?出色的領導能力、人際關系和溝通技巧
?有責任心和應變能力
?致力于提供高水平的客戶服務
?能夠在壓力下工作
?良好的儀容儀表
?靈活應對各種工作情況
?具有獨立工作和團隊合作的能力

在希爾頓工作會是怎樣的體驗？

希爾頓是全球領先的酒店管理公司，業(yè)務涵蓋從豪華的全方位服務酒店和度假村到長住套房和中等價位酒店等住宿領域。近一個世紀以來，希爾頓一直為商務和休閑旅客提供最優(yōu)質的住宿、服務、設施和價值。希爾頓致力于延續(xù)其傳統(tǒng)，為全球品牌提供卓越的賓客體驗。我們的愿景是讓地球充滿好客的光芒和溫暖，我們的團隊團結一致，每天在世界各地創(chuàng)造非凡的好客體驗。而我們出色的團隊成員正是這一切的核心！

What are we looking for?
Duty Managers serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

• Previous supervisory experience in Front Office within the hotel/leisure/retail sector
• High level of IT proficiency
• High level of commercial awareness and sales capabilities
• Experience of managing people and developing people
• Previous experience of managing a department and Profit and Loss account
• Excellent leadership, interpersonal and communication skills
• Accountable and resilient
• Commitment to delivering a high level of customer service
• Ability to work under pressure
• Excellent grooming standards
• Flexibility to respond to a variety of work situations
• Ability to work on your own and as part of a team

What will it be like to work for Hilton?
Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands.? Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day.? And, our amazing Team Members are at the heart of it all!