崗位職責/職位描述

Position Summary職位概述

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.

此職位的工作職責包括負責整個前廳部的運營工作和前廳員工的管理工作，同時負責與其他部門經理之間進行有效的溝通。是負責酒店大堂和前廳部的重要部分—代表酒店和品牌標準的大使。作為前廳部經理需要以身作則，為員工樹立榜樣，為客人提供高水準服務并始終關注我們的賓客體驗。從最初的歡迎開始,前廳部經理持續高效的去了解客人,這樣有意義的信息和建議會讓客人留下更多的靈感。在整個客人入住期間，前廳部經理將尋找機會與客人互動，通過觀察和互動所得到信息的基礎上，為客人入住過程增添更多的價值和個性化。做一個好的傾聽者及收集者，在客人入住的整個過程中任何細小的細節，都被注意并用來提高客人入住體驗。所有的想法都必須跟進，以超越客人的期望。引導并培訓員工主動協助客人以確保我們的服務能夠一直滿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.

通過有效的商業運營，達到酒店利益的最大化；確保部門員工給客人提供一貫高標準的服務。

2.?????? To maximize room sales and revenue for the hotel.
Planning and monitoring of any upselling campaign being established at the
Font Desk.

?為酒店創造最高的收益。制定計劃并時時監控前臺已實施的促銷活動。

3.?????? To ensure commercial management techniques of
availability control are applied, to achieve the maximization of room sales
and revenue.

確保運用商業管理手段所達到的有效管理是可行的，并獲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.

全權處理同一天內酒店內的超額預定，并確保所有的超出預定由管理層的一名成員決定。超額預定的標準需要應收團隊進行有效的監控。

5.?????? To maintain a high standard of guest relations/guest
service within Front Office.

?維護并保持前廳部與住店客人之間良好的關系，同時提供高標準的服務。

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.

確保時時保持銷售的心態運營和管理前廳部，并確保員工也具有此種銷售意識，這對于實現酒店收入的最大化有良好的輔助作用。

7.?????? To ensure the necessary forward planning is
carried out to achieve the pre-set annual budget for room revenue.

確保實施必要的及時計劃已達到年度收入預算。

8.?????? To keep senior management informed of any risk or
opportunity in relation to the pre-set performance figures.

保持向高層管理人員通報任何風險或者是任何發展機會，這些風險或機會關系到酒店預先設定的業績數字。

9.?????? To ensure availability is reviewed as per minimum
required standards.

確保每一個標準，即使是最小的但卻是必要的標準，都及時有效的得以實施。

10.?? To ensure accurate advance booking count and
forecasting is carried out.

采取措施以確保準確的提前預訂計數和預測。

11.?? To ensure all Front Office personnel are aware of
all rooms sales/revenue targets and are kept informed of performance results.

確保前廳部所有的工作人員都知道客房銷售及收入目標，并獲知業績。

12.?? To adhere to company credit policies to ensure
revenue expected will be received.

根據公司的信用政策，確保達到預期的收益目標。

13.?? To develop and maintain a high performance of
communication relating to business opportunity between the hotel and the
Sales and Revenue team.

發展和保持酒店與銷售部門和收入部門之間關于尋找商業發展機會上高效溝通。

14.?? To ensure a high standard of liaison is
maintained between Front Office and all other departments within the hotel.

確保維護前廳部與酒店其他部門之間高效的接觸和溝通。

15.??
Leads and motivates curators by leading by example and
employing competent and consistent management practices.

通過訓練領導和激發團隊員工。

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.

考察團隊成員的訓練需求。積極地參加職業培訓, 讓員工保持水平一致。

17.?? Acts as a
coach and mentor to team members, reinforcing standards and expectations and
motivating team members to strive for established targets.

做隊員的導師，提高員工水平，促進他們完成所設立的目標。

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.

根據希爾頓PDR標準，進行1：1的面談，確保對每個員工的公平，為員工提供繼續發展的平臺。

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.

及時更新員工檔案，掌握員工進步、成功和失敗的狀況，鼓勵更正。

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.

為部門計劃和培訓高潛能成員，促進他們提高工作水平。

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，為酒店發展提供建議，有創新精神，為顧客提供品質服務。

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.

對雇用和解雇員工負責, 確定所有的位置都有合適的人選。確保部門中成員的一致水平。????

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 報告，告之團隊成員所存在的問題，強處和弱處，以及接下來要做的事情。

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.

采取必要行動，及時有效的處理顧客的不滿并進行跟蹤。回訪客人，確保客人對解決方法滿意。

25.?? Maintains
awareness of guest’s profile and specific preferences, ensuring that they are
acted upon for each reservation.

維護顧客檔案和信息，確保有效的預定。

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.

每日問候VIP客人，確保VIP客人的個性化服務待遇。

27.?? Liaises with
Sales, Reservations and the Business Development team to handle corporate
guests and contracts.

和銷售，預定和業務發展團隊共同為客人提供服務。

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.

確保為希爾頓榮譽會員顧客提供優質專業的服務，建議顧客加入會員。?

29.?? Allocates
rooms in accordance to the guests reservation, preference and remarks,
maintaining a systemized and sales focused approach to room inventory
management.

按照客人的預定或喜好安排房間，并做詳細目錄管理。

30.?? Ensures that
guests profiles and information is input in to the Police Report system in a
timely and accurate way.

確保賓客檔案信息及時錄入公安報告系統。

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.

遵循希爾頓品牌標準。

32.?? Has
knowledge of the hotels facilities and services as well as basic knowledge of
Hilton International, and other Hilton
properties in China.

掌握希爾頓酒店集團及希爾頓在中國其他地區的基本概況。

33.?? Is up to
date with information on facilities, attractions, places of interest, sights
and activities in and around Hotel.

了解酒店周邊地區的最新信息，名勝，風景地等，為顧客提供方便。

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.

保持酒店數據的準確，便于操作。維持前廳設備的正常運做和工作區域的清潔。

35.?? Review and
implement procedures and systems where applicable.

回顧 ，完成進度以及制定制度。

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.

確保信息有效的傳達到人，及時解決問題讓客人滿意，參加每日必須的會議等。

40.????
Adhere
to the hotel’s security and emergency policies and procedures.

堅持酒店安全制度、緊急情況處理規定和程序。

41.????
To ensure that all team members have a complete
understanding of and adhere to the Hotel’s Team member Rules and Regulations.
確保員工充分的理解并遵守員工手冊內容。

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，該部門有權更改或補充該職位描述。

38.?? Carries out any other reasonable duties and responsibilities
as assigned.

完成任何其他合理的職責和被指派的職責。

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.

對奢華和質量的高度靈敏。

2.??????
Responsive
and genuine with guests.

對客人負責、誠懇。

3.??????
Confident
with customers.

對客人自信。

4.??????
Going
above and beyond the regular duties.

超出日常職責。

5.??????
Communicates
effectively and clearly.

有效清晰交流。

6.??????
Inspires
co-operation and commitment.

靈感合作和許諾。

7.??????
Adapts
work style and ethics appropriately.

適當調整工作風格和規范。

8.??????
Actively
listens and builds on other ideas.

積極聆聽、多方位思考。

9.??????
Effectively
understands and uses resources.

有效理解和利用資源。

10.?? Is culturally sensitive.

文化敏感。

11.??
Good
written and verbal skills in English and Chinese.

良好寫作和口頭表達能力。

12.??
Strong leadership and people management skills, added with
good training skills.較強的領導和人員管理技能，附加培訓技能。13.??
Guest oriented and able to confidently build and exceed the
service standards.以客戶為導向，并能夠自信地建立和超過服務標準。?14.??
Strong interpersonal skills and attention to detail.

較強的人際處理能力并關注細節。