Checks and controls room reservations, front
office systems, supplies inventory, scheduling, forecasting and department
budget to maximize revenue. Compile and prepares financial reports, including:
rate and availability calendar.
关注房间预订情况，及时更新系统相关信息，确保利润最大化，准备财务报表 。
Communicates with guests and team members
both verbally and in writing to answer questions and provide clear direction in
advising and instructing staff in details of work. Organizes, conducts and / or
attends meetings to obtain and disseminate pertinent information.
与客人和员工有效的沟通，提供明确指示，主持、参加会议并传达相关信息。
Implements and monitors all corporate
marketing programs to include HHonors, Senior HHonors etc.
监督有效执行公司的忠诚客户计划。
Leads and
motivates team members by leading by example and employing competent and
consistent management practices.
通过训练领导和激发团队员工.
Takes responsibility of the hotel as the Duty
Manager in the absence of the Director of Operations or General Manager or
Front Office Manager.
在营运总监,总经理和前厅部经理不在的情况下作为值班经理对酒店负责。
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。
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。
Responsible for maintaining and delivering
discipline amongst managers and team members, ensuring consistency in
accordance with the team member handbook, UAE Labour Law and HR guidelines.
Distributes appropriate discipline when and where required.
确保员工手册，相关劳动法，HR指南的一致性，必要的时候提供培训。
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。
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。
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。
Responsible for the smooth induction and
facilitation of training for new team members, ensuring that they are trained
to the minimum level standard and that they can competently complete their job
and that they know what is expected of them.
简单易懂的训练新员工，使其尽快达到胜任工作的最低标准，明白公司对他要求是什么。
Communicates results from TMOS, SALT, QA, informing
the team of results, areas of weakness and strength and the following action.
熟悉TMOS，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。
Creating a
warm and welcoming arrival for guests, ensuring that they feel expected and
immediately “at-home” when they arrive.
为顾客提供热情服务，让他们立刻有回家的感觉。
Handles complaints promptly and efficiently, taking
the necessary action, and informing the Guest Relations Manager for 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，适当的时候告知值班经理或宾客关系经理。回访客人，确保客人对解决方法满意。
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。
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。
Promotes HHonors and its associated benefits to
guests who are not already enrolled in the program. Ensures that existing
HHonors 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。
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。
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
Has knowledge of the hotels facilities and services
as well as basic knowledge of Hilton International, MEAP & other properties
in China.
掌握希尔顿酒店集团的基本概况
Is up to date with information on facilities,
attractions, and 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。
Ensures communication, coordination and cooperation
between the front desk and other operating departments, specifically
Housekeeping, F&B and Accounts.
确保前厅和其他部门间的沟通交流，特别是客房部，餐饮部等。
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。
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。
