• 五险一金
• 技能培训
• 带薪年假
• 岗位晋升
• 管理规范
• 领导好
• 包吃包住
• 人性化管理
• 员工生日礼物

Job Purpose职责概述
Oversees the effectiveness of guest service,colleague performance and development, and service enhancements, the Front Office Manager is responsible to ensure the smooth andefficient running of all operational aspects of Front Office relateddepartments and to ensure that the various departments are run according to thestandards set for the brand in general and the hotel specifically. 
通过监督对客服务、团队表现、职业发展以及服务改善的效果，前厅部经理负责确保前厅部顺畅且有效的运营，并保证不同的分部门都严格执行与其相关的品牌及酒店标准。
Manage the Daily Front Office Operations
管理前厅部日常运营
•      Manages all operational tasks as well as theirrespective delegation and follow-up.
管理前厅部所有运营任务以及与之相关的委派与跟进。
•       Coordinates management of the Front Desk, ExecutiveFloor, Concierge and Guest Service Center to ensure a smooth operation and thehighest level of guest satisfaction.
协调前台、行政楼层、礼宾部和总机等部门的工作，以确保运营顺畅及客人满意度。
•      Conducts daily walk-through to ensure LQA standardsare implemented and delivered to everyguest.
进行每日巡视以确保LQA在对客服务中被遵守和执行。
•      Maintains high visibility with guests and colleagues,ensure that guest and colleague concerns are resolved in a professionaland timely manner.
积极参与部门日常运营，以确保客人或同事的问题能够在最短的时间内以专业的方式得以解决。
•      Attends to referred and unsolved problematicsituations such as complaint handling, takes initiative action and beentrepreneurial.
主动关注并参与如客人投诉等待解决问题的跟进和处理。 
•      Prepare, develop,implement and evaluate up-selling and ALL member enrollment strategy, tomaximize room revenue & guest loyalty.
起草、发展、实施和评估前台房间销售升级和雅高心悦界会员招募计划，以最大化收益和客人忠实度。
•      Ensures that all FrontOffice related Hotel Policies and Procedures are adhered.
确保与部门相关的酒店各项政策与程序都被严格执行。
•      Detailed hotel product knowledge, up-to-date withVIP arrivals & events within the hotel and the destination.
明晰酒店产品知识，确保贵宾及活动信息的时效性和准确性。
•       Oversees group business, reviewing andensuring details of conference resumes are met and serve as a liaison with theconference conveners.
监督团队接待，检查并确保团队预订所提出的细节达到要求，并与会议/团队组织者保持联系。
•      Presence in the Front Office and lobby area atcritical guest flow time.
客流高峰期间在前厅及大堂区域督导部门运营。
•      Involvement in guest complainthandling, whenever the situation required, adheres to andpromotes the health & safety policies to ensure a safe work environment and knowledgeableall safety & emergency procedures.
坚持并推行健康与安全政策，以确保安全的工作环境；同时确保所有同事都熟悉了解并掌握安全及紧急程序。
•      Verifies that all information requested by thelocal police authorities are adhered to and prepared accurately.
确保由当地执法部门所要求的全部事项都被严格遵守并实行。
•      Maintains ‘Safe Food& Hygiene Standards’ are implemented within Front Office at 100%.
确保《食品安全与卫生标准》被百分之百的执行。
•      Maintains all information security standards complianceof Front Office at 100%.
确保所有信息安全标准都被百分之百的执行。
•       Carries out any other reasonable duties andresponsibilities as assigned.
完成任何其他合理的职责和被指派的职责。
Provide Guests’ Experiences that ExceedGuests’ Expectations
为客人带来超越期待的入住体验
•      Personal involvement in the pre-arrival preparation, arrival, rooming, and departure of key/VIP guests.
亲自参与到贵宾抵店前的准备工作、入住手续的办理、房间介绍以及离店送别之中。
•      Personalized engagementwith guests whenever/wherever possible, to build up close relationship withguests, and leads the Front Office team to personalize the guest stay experience as arole model. 
随时随地与客人展开个性化的互动，成为带领前厅部团队为客人提供个性化的入住体验的榜样。
•       Ensure guests’ needs be anticipated, guests’preferences be collected, and the needs and preferences be met during currentstay and future stays.
确保客人的需求被预知、喜好被收集、并且这些需求和喜好在今后会始终被得到满足。
•      Ensure hotel operation supporting systems be fullyutilized to embrace guest experience.
确保各类酒店管理系统和软件得到充分的使用以提高宾客体验。
•      Accuracy in link of reservations requirement toroom allocation/guest needs.
根据预订信息准确地为客人安排房间及满足合理需求。
•      Sets short term and long term measurable objectives to continually improveservice levels.
为部门设置时效性不同的、可衡量的标准，以达到提升服务水准的目的。
•      Liaison between Front Office departments and restof hotel effective for guest experience.
在本部门与酒店其他部门之间进行有效的沟通以提高宾客体验。
•       Seeks feedback on guest satisfaction andresolves problems in accordance with our Mission Statement and philosophy of talentempowerment.
寻求客人满意度反馈，并根据我们的使命宣言和人才赋权的理念来解决问题。
•      Focuses on the stay experience for ALL members.
致力于提升雅高心悦界会员的入住体验。
Managementand Leadership of the Front Office Team
管理及领导前厅部团队 
•      Creates an environment that allows colleagues toachieve job fulfillment and provides a path for career development with Brand.  Develops strong teams through activeinvolvement in the operations and through the development and support of acontinually evolving team.
为所有同事创造出一个可以完成工作任务并在品牌内得到提升与发展的工作环境。通过积极参与运营以及对同事的支持与发展来建立一个持续进步的团队。
•      Provides guidance and motivation to the Front Office Team.Establishes and communicates on a daily basis with the Front Office Team. Astrong commitment to Colleague Satisfaction.
指引并激励前厅部团队，与团队建立实时的沟通，并且对人才满意度负责。
•      Supports the Front Office team to be consistent in service, use a collaborative, enabling leadership style, have regular teammeeting.
通过协作与授权相结合的领导方式，与定期召开部门会议的方法相结合，确保前厅部保持始终如一的服务质量。
·          Accomplish a set ofadministrative duties such as leading and attending meeting, writing reportsand memos and other specific duties related to the job function.
完成如组织并出席会议、撰写报告和备忘录以及与工作职能有关的其他职责的一整套行政职责。
•      Ensures clear communication within departments toprovide seamless service to all guests.
确保部门内的沟通顺畅以便为宾客提供无缝且高效的服务。
•      Identifies training needs, approvetraining plan of all Front Office sub-departments and follow-up to ensurecompliance and efficiency of training activities.
确认培训需求，批准各分部门的培训计划，并跟踪培训进展以及确认培训效果。
•      Prepares the annual budget and manning guide andmanage the Front Office Department within budgetary guidelines.
根据预算指导准备前厅部年度收入/费用及人员预算。
•      Controls the duty roster for sub-departmentsguaranteeing quality as well as considering the highest personnel costefficiency.
在保证服务质量的同时，通过对各分部门排班的管控以达到效率最大化的目的。
•      Drafts and evaluate work flows to improve and optimize organization.
对工作流程进行制定和评估以达到优化提升的目的。
•      Recruit, induct and train a Front Office team whoare competent and confident to exceed guest expectations.
招聘、任命和培训出一个可胜任且有信心超越客人期待的前厅部团队。
•      Use the performance review process on regular basis to identify and develop talent for growth management performance issues,using a coaching styles.
以辅导的方式和定期绩效评估相结合，以达到认知和发展人才的目的。
•      Carry out disciplinary actions in line with hotelprocedures.
按照酒店规章制度对不合适的行为采取相应措施。
Involvementas a Member of the Hotel Leadership Team
参与酒店管理
•      Involvement in budget preparations and responsiblefor profit & loss.
参与预算的制订，并对部门损益负责。
•      Maximizes rooms revenue through participating inyield management group meetings and implementing and supporting agreed uponRevenue Management strategies and practices.
通过参与收益管理会议，以及支持并执行收益管理战略规划及策略，以达到客房收入最大化的目的。
•      Attend monthly Credit meetings and ensure allaccounting procedures are adhered to throughout the department, includingmonitoring Guest balance and city ledger accounts.
参与月度信贷会议以确保所有财务制度在部门内被严格执行。
•      Oversee all labor cost controls within budgetlimits and occupancy variances to maximize productivity.
通过监督管控人工成本与入住率之间的差异来最大化劳动生产率。
•       Ensure cleanliness and appearance of lobbyand related areas.
确保大堂及相关区域的清洁和外观符合品牌标准。
•      Initiate action tocorrect a hazardous situation as member of Emergency Response Team, notify therest of team about the potential dangers.
作为酒店危机处置团队的一员，在发现安全隐患时主动采取行动并通知团队以便采取后续措施。
•       Strong & effective communication with allother departments. Conducts and participates in monthly communication meetings.
与其他部门保持有效的沟通。组织并参与月度沟通协调会议。
。

MainComplexity/Critical Issues In The Job主要复杂/关键工作事项
•      Efficiency of check in/check out process.
确保入住及离店手续的效率性。
•      Accuracy in retrieval of guest data and billing.
确保客人信息与账目的准确性。
•      Management of the guest service experience / personalization.
确保个性化服务以提升客人体验。
•      Management of guest complaints.
处理宾客投诉。
•      Management of foodsafety & data safety.
保证食品安全及信息安全。

Knowledge and Experience知识和经验
·        Diploma or Degreepreferably in hospitality or related field
酒店管理或相关专业的本科或专科学历
·        Minimum three (3) years relevant experience in a similar position in a renownedinternational hotel brand(s)
在知名国际酒店内从事至少三年类似岗位的经验
·        PMS and Office software knowledge
熟悉并掌握Opera酒店管理系统和各类办公软件
·        Excellent oral andwritten skills in Mandarin and English
优秀的中英文听说读写能力
·        Involvement inreservations and understanding of Revenue Management processes
参与预订并了解收益管理
·        Familiar with ALLprocesses or other loyalty programs
熟悉雅高心悦界或其他忠诚会员计划
 
Experienced in guest experience management, understands and can use reporting     RPS, etc.
熟悉宾客体验管理体系，并可熟练使用报表工具对宾客满意度进行分析

About Accor 关于雅高集团Accor is a world-leading augmented hospitality group offering unique experiences in more than 5000 hotels and residences across 110 destinations. The Group has been acquiring hospitality expertise for more than 50 years, resulting in an unrivaled portfolio of 39 hotel brands, from luxury to economy. The Group also offers digital solutions that maximize distribution, optimize hotel operations and enhance the customer experience.With ALL - Accor Live Limitless, the new daily lifestyle companion, the relationship between the Group and his clients, members and partners evolves from transactional to emotional, and unlocks the potential to live, work, and play. Beyond accommodation, ALL enables new ways to live, work, and play, by blending food and beverage with nightlife, wellbeing, and co-working. Accor is deeply committed to sustainable value creation and plays an active role in giving back to planet and community via its Planet 21 – Acting Here program and the Accor Solidarity endowment fund, which gives disadvantaged groups access to employment through professional training.Accor SA is publicly listed on the Euronext Paris Stock Exchange (ISIN code: FR0000120404) and on the OTC Market (Ticker: ACRFY) in the United States. For more information visit group.accor.com Or become a fan and follow us on Twitter  and Facebook.雅高是全球领先的全方位服务酒店集团，通过位于全球110个国家的5,000多家酒店、度假酒店以及住宅，提供独特并充满意义的体验。50多年来雅高持续提供热情好客的服务以及酒店行业的专业知识，旗下拥有39个无以伦比的酒店品牌，全线覆盖从奢华到经济型细分市场。雅高还提供数字解决方案，实现分销最大化，优化酒店运营并增强宾客体验。ALL - Accor Live Limitless 雅高心悦界作为日常生活方式的贴心旅伴，为公司及其客户、员工、合作伙伴间的关系赋予了从理性到感性的转变，为生活、工作和娱乐解锁新的可能。除酒店住宿之外，ALL - Accor Live Limitless 雅高心悦界通过旗下餐饮、夜生活娱乐、康体以及共享办公品牌提供生活、工作以及娱乐的新方式。 雅高深入致力于创造可持续价值，并在回馈地球和社区方面发挥积极作用。Planet 21 – Acting Here（21世纪地球）项目倡导行动致力于“积极的待客之道”。Accor Solidarity（雅高团结基金会）是雅高的捐赠基金会，通过工作技能培训和经济能力培养帮助社会弱势群体。雅高（Accor SA）在巴黎泛欧交易所上市（ISIN code: FR0000120404）并在美国场外交易市场（OTC Market）交易（Ticker: ACRFY）。了解更多信息，请访问group.accor.com。或者关注我们的Twitter 和Facebook帐户，了解最新动态。 About Sofitel 关于索菲特品牌Sofitel Hotels & Resorts is an ambassador of modern French style, culture and art-de-vivre around the world. Established in 1964, Sofitel is the first international luxury hotel brand to originate from France with almost 120 chic and remarkable hotels in the world’s most sought after destinations. Sofitel exudes a refined and understated sense of modern luxury, always blending a touch of French decadence with the very best of the locale. The Sofitel collection includes such notable hotels as Sofitel Paris Le Faubourg, Sofitel London St James, Sofitel Munich Bayerpost, Sofitel Rio de Janeiro Ipanema, Sofitel Washington DC Lafayette Square, Sofitel Sydney Darling Harbour and Sofitel Bali Nusa Dua Beach Resort. Sofitel is part of Accor, a world-leading augmented hospitality group offering unique experiences in 5000 hotels and residences across 110 countries.索菲特酒店及度假酒店遍布全球，集中彰显了现代法式风格、法式文化和法式生活艺术的魅力。索菲特创立于1964年，是首个源于法国的国际奢华酒店品牌，目前在全球热门城市和景点拥有超过120家以法式优雅而闻名的非凡酒店。索菲特酒店推崇精致内敛的现代奢华理念，巧妙融合法式魅力和各地文化精髓。索菲特旗下酒店包括著名的巴黎法布格索菲特酒店、伦敦圣詹姆斯索菲特酒店、慕尼黑巴亚普斯特索菲特酒店、里约热内卢伊帕内玛索菲特酒店、华盛顿拉菲特广场索菲特酒店、悉尼达令港索菲特酒店和巴厘岛努沙杜亚索菲特海滩度假酒店。索菲特所属的雅高集团（Accor）为国际领先的全方位服务酒店集团，通过位于全球110个国家的5,000家酒店、度假酒店以及住宅，提供独特并充满意义的体验。Sofitel Hangzhou Yingguan is conveniently located in Xiaoshan District, a fast developing central technology hub of Zhejiang Province; roughly 18 KM away from the airport. This 593-key hotel is invested by Zhejiang Yingguan Holding Group, equipped with six F&B outlets, two large grand ballrooms and numerous conference facilities，now officially operation.杭州英冠索菲特酒店坐落于杭州钱塘江南岸萧山区，地处浙江省核心科技发展区；距机场约18公里。酒店拥有593间豪华宽敞的客房，设有6间餐厅酒吧，2个大型宴会厅及众多会议设施，由浙江英冠控股集团投资，现正式运营。 Occupying an unparalleled location at the center of everything, Sofitel Hangzhou Yingguan is the center of social life south of the Qiantang River. It is adjacent to Binjiang CBD and moments away from Qianjiang Century City, the up-and-coming new central business district of Hangzhou.  杭州英冠索菲特酒店坐拥“万事中心“的绝佳地理位置，毗邻滨江中央商务区，靠近杭州新兴商务中心“钱江世纪城”，是钱塘江南岸的社交中心。Imagined by award-winning hospitality design firm Hirsch-Bedner Associates, Sofitel Hangzhou Yingguan is elegantly styled, reflecting Hangzhou’s rich cultural heritage intermingled with French romance and reimagined through the lens of cutting-edge technology. Three sophisticated restaurants and three fashionable bars anchor the hotel as the place to meet in Hangzhou while Magnifique Meetings and Magnifique Breaks offer an elevated meeting experience for both corporate events and personal celebrations. Capturing the Modern French art-de-vivre, Sofitel Hangzhou Yingguan offers guests and residents a welcoming stay and chic experiences.由屡获殊荣的酒店室内设计公司赫希贝德纳联合公司设计，酒店风格简约高雅，集深厚的人文情怀与前卫的法式创新于一体，以精雕细琢的匠心精神，引领高端法式生活的智慧。三家地道精致的餐厅和三家时尚活力的酒吧是萧山乃至杭州的生活品味标杆。无论是经过重塑的会议中心，还是充满创意的茶歇，“精彩会议”从始至终为您创造独具特色、影响非凡的会议与活动体验。杭州英冠索菲特酒店是现代法式生活风尚的掠影，为一众宾客带来舒焕身心的住宿和尖端科技的体验。Thank you very much for your attentions to Sofitel Hangzhou Yingguan.感谢各位求职者对杭州英冠索菲特酒店的关注!酒店指定招聘电话号码：0571-8269 8888转6208招聘邮箱：HB733-HR1@sofitel.com欢迎广大应聘者来电了解或莅临现场咨询。 杭州英冠索菲特酒店招聘时，从未授权任何中介机构进行代招，所有职位均是酒店直接招聘，并且均是按照国家相关法律法规，并通过正规渠道进行招聘，不以任何形式向应聘者收取押金、体检费、证件等，请大家提高警惕。