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Principle Responsibilities & Position Purpose:
Assistant the Front Office Manager to direct and administer all Front Office Operations to insure profitability, Control costs and quality standards to insure total guest satisfaction . To efficiently manage the long and short-term operation of the Front Desk, Concierge, Drivers, Executive Lounge, Business Centre and Magic.
直接管理前厅运营 ， 确保利润最大化，控制成本以及提供优质的服务保证顾客满意度，有效的管理前厅，礼宾，司机，行政楼层，商务中心和客服中心。
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.
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.
Implements and monitors all corporate marketing programs to include HHonors, Senior HHonors etc.
In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by management based upon the particular requirements of the company.
Leads and motivates team members by leading by example and employing competent and consistent management practices.
Takes responsibility of the hotel as the Duty Manager in the absence of the Director of Operations or General Manager or Front Office Manager.
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
Acts as a coach and mentor to team members, reinforcing standards and expectations and motivating team members to strive for established targets.
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.
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.
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.
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.
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.
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.
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.
Maintains awareness of guest’s profile and specific preferences, ensuring that they are acted upon for each reservation.
Liaises with Sales, Reservations and the Business Development team to handle corporate guests and contracts.
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.
Ensures that guests’ profiles and information is input in to the Police Report system in a timely and accurate way.
Liaises with Sales, Reservations and the Business Development team to handle corporate.
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.
Has knowledge of the hotels facilities and services as well as basic knowledge of Hilton International, MEAP & other properties in China.
Is up to date with information on facilities, attractions, and places of interest, sights and activities in and around Hotel.
Ensures communication, coordination and cooperation between the front desk and other operating departments, specifically Housekeeping, F&B and Accounts.
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.
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.
Ensures that the Front Desk Manager is kept aware and up to date of operational issues.
Manages the GSA, GSM, Chief Concierge, Business Centre Manager, Executive Lounge Manager, Magic Manager, to ensure that the day-to-day functions of the relevant departments are completed. Including but not limited to the relevant checklists, trace reports, credit limit checks, online back-up, allocation of rooms, Lost Interface, Pay-Masters, Discount and rate discrepancies, and registration cards.
Completes reports where and when requested, ensuring that they are complete and delivered on time to the respected party, including the month end report.
Ensures that the team member in charge of the requisitions keeps the front desk stocked and maintained with requisitions and that par levels are maintained and stock tracked.
Keeps up to date and aware of competitor activities in order to be proactive and create market advantage.
Ensure that the department adheres to the hotel selling strategy of Demand Based Pricing and maintains rate integrity by offering clear, transparent, and value for money rates to guests.
Monitors hotel benchmarks (TMOS, QA, SALT) evaluate performance and results, take corrective action and constantly strive for improvement. Reviews on a continual basis and formulates action plans in order to drive results.
Conducts regular meetings with key departmental managers to review business trends and discuss departmental issues, taking action where necessary.
Adheres strictly to standard cash handling procedures amongst team members, ensuring that all team members balance their float and drop the required amount.
Adheres to the company credit policy at all times when handling cash, credit card transactions, city ledger, providing currency exchange services, LPO and third party payments for rooms, meetings, F&B and any other charges that may be incurred by guests.
Maintains safety deposit boxes, ensuring that guests’ valuables are safe and secure at all times.
Follows up on outstanding accounts to ensure no loss of revenue and secures method of payment for upcoming reservations.
Maintains the efficiency of departure by checking all guests’ folios to ensure accuracy of charges.
Manages costs effectively by minimizing and controlling expenses.
Managers and approves rebates, refunds and discounts where applicable.
Maintains awareness of sales opportunities within the hotel, maximizing revenue in an ethical and responsible manner, ensuring the guests receive value for money and adhering to Hilton Brand Standards.
Actively promotes up selling and creates opportunities when allocating room inventory and managing demand to ensure maximum revenue generation where available. Manages the department in order to create the maximum opportunity for up selling, tracking the performance and devising strategies.
To undertake any other reasonable task or request as directed by the management.
The management reserves the right to change / extend this job description if necessary at any point of time during her / his employment.
Assimilate into The Hilton Family PRIDE/CARE culture through understanding, supporting and participating in all elements of PRIDE/CARE. Demonstrate working knowledge of the service standards.
Based on the Hilton Life Safety Policy and Protocol, Duty Manager will be held responsible for below articles during his or her shift for any direct or indirect life-safety related event within the hotel premise. (Events include, but not limited: Fire, Emergency Issue, Injure of Guests, or Crisis Issues).
1. Participate first aid and CPR training program, and obtain corresponding qualification certificate. Ensure the validation of the certificate.
2. On the presence of emergency event, lead all ERT members on duty to act together. Ensure all response taken complying with guidance in ‘Crisis Management Manual’
3. Collaborate with other departments and crisis management teams to conduct rescue, evacuation, first-aid and searching, etc.
4. Provide appropriate advice for emergency rescue.
5. Take responsibility and make decision during the absence of GM and Director of Operation.
Specific Job Knowledge, Skill and Ability:
The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.
Considerable knowledge of computer systems for registration, reservations and backup systems.
Above average mathematical comprehension to understand and interpret numbers as they apply to operations in hotels.
Ability to read, writes, speak and understand the English language to communicate with guests and team members.
Thorough organization and supervisory skills proficient in accomplishing the task.
Ability to develop subordinates to enhance advancement in the hotel and corporation.
Ability to analyze complex statistical data and make judgments accordingly.
Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.