招聘Asst. Front Office Manager 前厅部副经理_海口鲁能希尔顿酒店招聘信息-最佳东方

Position Summary职位概述:

Assist in managing all aspects of the front office areas which may include but is not limited to guest registration, bell services, concierge services, business center, telephone services, and guest reservations to ensure guest satisfaction and maximize hotel profitability. Adhere to all brand standards and desk merchandising. Serve as Front Office Manager in his/her absence. Promotes the Hilton values of Hospitality, Integrity, Leadership, Team Work Ownership and Now of the Hilton Worldwide and the Hilton brand promise and values.

PEOPLE MANAGEMENT

· Maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of departmental employees

· Provides a fair and honest input to the FOM on Performance Development Review for all team members

· Creates a positive and motivating working environment to all team members at all times.

· To be a Teacher to all team members and not criticize them negatively for poor performance

· To work side by side with the team members instead of just giving instruction.

· Maintain inter-departmental relationships to ensure seamless customer service

SUPPORT MANAGEMENT

· Attend all meetings in the absence of the FOM

· Approve upgrades and special amenities in absence of Guest Service Manager, Night Manager and FOM

· Assist the FOM in the preparation of efficient work schedule for Front Office team members, arranging holidays and vacation, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures

· Works with FOM and Director of Operations in the preparation and management of the Department’s budget.

· To stand-in as a Guest Service Manager and perform all the required duties when required.

· To work closely together with the Guest Service Manager to ensure the Daily High Balance is within the floor limit for all guests and follow up closely when required.

· To assist the FOM in Planning and Executing Training Programs for all team members.

FINANCIAL & DEPARTMENTAL GOALS MANAGEMENT

· To motivate and Drive Results to all team members in achieving the targets specified by the Management on SALT, TMOS, HH Enrollment and Up-selling.

· Monitor the Total Rebates done for the day and provide counseling to the team members.

· Must constantly check to ensure that all SOP in the department and other relevant practices are within the Brand Standard of Hilton.

· Must strive to have a “zero” mistake in the management of PSB system by checking the accuracy of team member’s input into the system.

· Must double checked and ensure that the Rate Variance Report & Rate Override are accurately done by the Night Manager.

GUEST MANAGEMENT

· Expected to be at the Lobby area at all times to monitor team members’ movement and their interaction with guests. To only spend a very minimal time at the back office and only do so when necessary.

· In the absence of the FOM, to meet up with all VIP, HH guests upon arrival.

· To monitor and ensure that all team member provides warm attention to all guests, especially HH members and repeat guests

· Must minimize guests waiting for room by liaising closely with Housekeeping Department.

· Liaise closely with Executive Housekeeper to ensure special guest needs, amenities and other room related requests are met

· To inspect all VIP rooms together with the Housekeeper prior to Guests’ arrival

· Drives customer delight and retention by being a role model in delighting guests in every single interaction.

· Actively obtains feedback from guests to improve services and facilities.

· Ensure guests preference and comments are documented by team members frequently and action upon

OPERATIONAL MANAGEMENT

· Maintain a close communication with Reservations Manager and Revenue Manager (If available) to ensure No Overbooking situation of Room Type and Overall Guests Rooms by understanding Rooms’ Availability, Room Types, Accuracy of Room Count at the Opera System (Hilton Haikou Meilan using Opera)

· Maximize Occupancy and Room Revenue by constantly checking on the Availability, Reservations and Late Check Out.

· Maximize Average Rate by checking that room rates confirmed during reservation are not manipulated and Walk In Guests are given the Best Flexible Rate of the Day.

· Be aware of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out

· Monitor the Total Rebates done for the day and provide counseling to the team member.

· Understand the procedures for System Down situation

· Compile statistics for front office and provide reports relating to that area

· Inspect frequently for cleanliness and orderliness of the lobby area

· Provide input for Front Office Departmental Meetings and deputizes in cases of absence

· Promote Inter-hotel sales and in house facilities

· To follow up closely with the Credit Manager and Reservation Manager on any issues on billing, payment, vouchers etc. to ensure that no guest account will be transferred to pending folio due to inefficient in following up.

· Attend all the request hotel and department meeting.

Specific Job Knowledge, Skill and Ability工作技能技巧要求：

· Communication skills are utilized a significant amount of time when interacting with others;

demonstrated ability to interact with customers, team members and third parties that reflects highly on the hotel, the brand and the Company.

· Good writing skills

· Proficient in the use of Microsoft Office and Front Office System

· Problem solving, reasoning, motivating, organizational and training abilities

· Strong Leadership skills in managing teams

· Ability to manage complex relationships

Required Qualifications必要的资历要求：

· Bachelor’s degree in Hotel Administration, Business Administration or equivalent

· 2 years of guest service / hotel experience with one year in a management capacity, or an equivalent combination of education and experience.

· Type and level of experience required may vary slightly based on size and complexity of operation

Preferred Qualifications 更高的资历要求：

Mature & Outgoing.
Extensive experience in hotel work.

· Fluent in both written and oral English and Chinese.

· Ability to be resourceful, creative and maintain flexibility.

· Knowledge and skill in crisis management.

Situated on the shores of the scenic Eastern Coast in Haikou, this seaside resort is easily accessible yet tucked away from the city. With a wide range of dining options, expansive meeting facilities and accommodation featuring contemporary amenities, Hilton Haikou Meilan offers every traveller a memorable stay like no others.Hilton Haikou Meilan features 32 indoor meeting venues, including one Grand Ballroom covering about 1600 sqm with 8.35-meter-high ceilings, one multi-function room, one auditorium, and 29 meeting rooms. Besides, there is one outdoor multi-functional lawn, about 700 square meters, as well as cutting-edge conference facilities, we will help plan a successful event down to every last details.海口鲁能希尔顿酒店坐落于风光旖旎的海口市东海岸，远离城市喧嚣且交通便捷。酒店提供丰富多样的餐饮选择，拥有完善而现代化的会议与住宿设施，为旅行者营造无与伦比的住宿体验。海口鲁能希尔顿酒店拥有32个室内会议场地，酒店另有约700平方米的户外多功能草坪。其中包括1间约1600平方米大宴会厅，高8.35米，可供1400人的会议及宴会使用；另配备1个多功能厅、1个演讲厅和29个大小不一的会议室，配备先进的会议设施；从企业活动到社交聚会，让您的会议或活动圆满成功。 Benefits for Team Member 员工福利1. Duty Meals免费用餐Duty meals per working day will be provided to all team members.所有团队成员可在员工餐厅免费用餐。2. Team Member Dormitory免费员工宿舍Team Member dormitory will be provided to team members with air condition, bed linens and WIFI.酒店为团队成员提供舒适的团队成员宿舍，每个房间配备空调、床上用品及WIFI。3. Social Benefits全面的社会保险Full social insurance, housing fund will be offered to all team members.养老保险、医疗保险、失业保险、工伤保险、生育保险、住房公积金。4. Team Member Travel Program团队成员入住优惠价 It is our policy that team members can benefit from team member rate (J1D) when rooms are available.希尔顿成员可在全球姐妹酒店享有非常优惠的员工入住优惠价。5. Leave Benefits假期福利We provides our team members with several types of leave including public holiday, annual leave, paid medical leave, maternity leave, marriage leave, compassionate leave and etc.法定节假日、年假、带薪病假、产假及陪产假、婚假、丧假等。6. Team Member Training System团队成员培训In Hilton Worldwide, we provide online courses(in the Hilton Worldwide University), class training, cross training in sister hotels and internal transfer opportunities for all full-time team members.我们提供在职培训、课堂培训、全员免费希尔顿大学课程、国内外姐妹酒店交叉培训机会以及集团内部调动机会。Weekly Recruitment Day每周公开招聘日：MON-FRI： 10:00 am；2:00 pm 周一至周五：上午 10:00；下午 2:00