崗位職責/職位描述

工作職責：
The Night Manager is responsible for maintaining calm and secured environment during the night, overseeing all team members in the night shift.
The major duties are; Closure of the day by running the “system down” procedure, preparing the morning reports for Departments, ensuring a high level of service is pursued in the night. Dealing with the guest comments and request in a respective time frame; assuring a proper follow up and providing the required feedback.
Approachable and visible for the guests and team members. Making effective decisions that support the well being and safety of the guests and team members.
Undertaking any other duties and responsibilities as required.
夜班經理負責在夜間保持平穩和安全的環境，監督夜班的所有團隊成員。
主要職責是通過運行系統程序夜審日結，為各部門準備報告，確保在夜間實現高水平的服務。在相應的時間范圍內處理客人的意見和請求。確保適當的跟進，并提供所需的反饋。
為客人和團隊成員提供平易近人、可見的服務和幫助。做出有效的決策，支持客人和團隊成員的健康和安全。
根據需要承擔任何其他職責。

RESPONSIBILITIES職責:
1. To be familiar with Hotel’s policies & procedures.
2. To report to work on time, uniform to be clean & tidy, including name tag. Personal appearance and grooming conform the Brand Service Standards
3. To attend the required meetings
4. Knowing the names and positions of the hotel’s management and their respective extensions
5. To be familiar with all hotel’s facilities and restaurants
6. To be aware of the promotions in the hotel’s restaurants
7. Awareness of the daily events in the hotel
8. Familiarity with the city attractions and restaurants
9. Knowledge of the events in the city
10. To handle all internal and external phone calls according to the telephone etiquette
11. To check the appearance and grooming of the team members and correct when necessary
12. To ensure the Hotel public areas and main entrances are clean at all times
13. To confirm the presence of the team members in their respective areas
14. To be conversant with the OnQ system
15. To use your OnQ password with discretion; log off the terminal when leaving the work station
16. Awareness of the different room categories and the room features
17. To be aware of the room availability, the room rates and special packages
18. To assist and coach team members in dealing with guest comments and requests
19. Being approachable and visible to attend and react to matters that require an immediate decision
20. Interactive with guests to obtain their feedback and recommendations
21. Conscious of guest’s preferences and needs
22. Awareness of guests due to arrive
23. Ensuring a smooth check in procedure according to the Brand Service Standards for overnight arrivals
24. Inform VIP’s arrival and ensure the guest is escorted to the room
25. Attentive to guest’s inquiries and requests at all times
26. To follow up the local PSB standard policy & procedure; Ensure all IDs and passports are scanned and recorded correctly in the PSB system
27. To perform a hotel’s security check; ensure all access to the hotel are securely locked
28. Handling and proper investigation of guest’s and team member’s incidents and record the incidents that require the hotel management’s attention
29. Ensuring the day closure procedure is successful
30. To confirm a proper Night Audit job – Fill out the Daily Summary and CHANCE
31. To prepare the morning reports
32. Awareness and preparation for the guests departing early
33. The check－out procedure has to be personalized, efficient and according to the Brand Service Standards.
34. To liaise guest comments with the morning shift and （Assistant） Front Office Manager
1. 熟悉酒店的政策和程序。
2. 要按時上班，制服要干凈整潔，包括名牌。儀容儀表符合品牌服務標準。
3. 參加必要的會議
4. 了解酒店管理層的名稱和職位及其分機號碼
5. 熟悉酒店的所有設施和餐廳
6. 了解酒店餐廳的促銷情況
7. 了解酒店的日常活動
8. 熟悉城市景點和餐館
9. 了解城市活動
10. 根據電話禮儀處理所有內部和外部電話
11. 檢查團隊成員的儀容儀表，并在必要時進行糾正
12. 確保酒店公共區域和主要入口始終清潔
13. 確認團隊成員在各自在崗
14. 熟悉 OnQ 系統
15. 酌情使用OnQ 密碼，離開時注銷終端
16. 了解不同的房間類別和房間特點
17. 了解客房供應情況、房價和特殊套餐
18. 協助和指導團隊成員處理客人的意見和要求
19. 能夠平易近人，能夠出現和應對需要立即作出決定的事項
20. 與客人互動，獲得他們的反饋和建議
21. 了解客人的喜好和需求
22. 了解預到店的客人
23. 確保根據品牌服務標準辦理入住手續
24. 通知貴賓抵達，并確保客人被引領到客房
25. 隨時關注客人的詢問和要求
26. 貫徹當地的政策和程序，確保所有身份證和護照在PSB系統中正確掃描和記錄
27. 進行酒店的安全檢查，確保酒店的門禁都安全上鎖
28. 處理和適調查客人和團隊成員的事件，并記錄需要酒店管理層注意的事件
29. 確保夜審日結成功
30. 確認適當的夜審工作 – 填寫每日摘要和 CHANCE
31. 準備報告
32. 了解早退房的客人并作準備
33. 退房程序必須個性化、高效，并按照品牌服務標準進行。
34. 與早班和前廳部（副）經理反饋客人意見

任職資格：
1. Fluent in English / Mandarin （spoken and written）
流利的英語/普通話（口語和書面）。
2. Excellent communication skills
流利的英語/普通話（口語和書面）。
3. Well presented, smart and outgoing personality
呈現良好、聰明和外向的個性。
4. Effective decision making skills, responsible with ownership.
獨立解決問題的技巧。
5. Problem Solving skills to resolve problems independently
有效的決策技能，有責任感。
6. Strong presence in the Front of the House, visible and approachable
有展現自我的能力，亦平易近人。

REQUIRED QUALIFICATIONS 必要的資歷要求
1. Minimum 3 years’ working experience in a similar position in a in a comparable hotel.
在同類酒店從事類似職位至少3年工作經驗。
2. Familiar with OnQ system and Hilton Honor program is preferred.
熟悉OnQ系統和希爾頓會員系統，禮遇。
3. Hilton Alert Sence system for emergency case is preferred.
了解并能運用希爾頓警報APP。