招聘前厅部经理 FO Manager_成都宏鼎温德姆至尊豪廷大酒店招聘信息-最佳东方

JOB TITLE : Front Office Manager

职位名称：前厅部经理

DEPARTMENT : Front Office

部门：前厅部

DIRECTLY REPORTS TO : GM

直接上级：总经理

1. KEY RESPONSIBILITIES

主要职责 Job Summary

工作概述

To be responsible for the overall daily and ongoing operation of the Front Office department and it’s units: Reception, Executive Club, Concierge, Duty Manager, Business Centre and Guest Service Center.

负责前厅部及其所属部门的运行工作包括: 前台，行政楼层, 礼宾部，值班经理，商务中心以及宾客服务中心

Essential Duties and Responsibilities – (Key Activities of the role)

主要职责 ﹣(职务的主要工作)

• Monitor Front Office personnel to ensure guests receive prompt, cordial attention and personal recognition

监察前厅人员确保给客人提供快捷，热情的个性化服务。

• Monitor Front Office and particularly Guest Relations personnel, to ensure repeat guests and other VIPs receive special attention and recognition

检查前厅人员特别是宾客关系人员以回头客，重要客人受到特别的关注和服务。

• Control the availability of rooms, rooms types, accuracy of room count and rate categories

控制房间，房型，可卖房数量及价格类型。

• Maximize occupancy, revenue and average rate while maintaining high service standards

保持高质量的服务标准并最大程度的提高住房率，收入和平均房价。

• Liaise with Housekeeping Department to ensure room image is maintained and the “Room Ready on Arrival” policy is adhered to

与客房部密切联系确保可以出售的房间状态良好。

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

与客房部行政管家密切联系以满足特殊客人的特别需求。

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

熟知信贷政策和程序并与财务部密切联系以确保信贷程序得到贯彻。

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

编辑前厅统计数据报告并发送相关部门。

• Maintain inter-departmental relationships to ensure seamless customer service

保持内部联系以确保对客服务的准确性。

• Prepare efficient work schedule for Front Office Staff, 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

根据住房率及预测安排前厅人员的排班，休假。

 Control the availability of rooms, room types, accuracy of room count and rate categories together with Revenue Manager

与收益经理一起控制待用房间、房间类型，确认房间数量与房价类别

 Approve upgrades and special amenities

批准升级和特别贈品

 Responsible for the compilation of statistics for Front Office and the provision of reports relation to that area

负责前厅部资料和其它相关报告编制

 Manage the development of department operating plans and reports in order to improve strengths, overcome weaknesses and capture opportunities

负责部门运作规划与报告以确保提高強项、克服弱点，从而寻找改进的机会

 Institute suitable processes to allow for introduction of managed change within the department

建立恰当的程序以促进本部门管理创新

 Assess work operations and prepare plans to implement change when required。

评估工作表现，并在必要时制定调整计划

 Seek opportunities to continually improve guest service

不断地寻找机会提高对客服务质量。

 Adhere to the hotel’s security and emergency policies and procedures

坚持酒店安全制度、紧急情况处理规定和程序

 Log security incidents and accidents in accordance with hotel requirements

按照饭店要求记录安全日志和事故记录

• Promote Inter-hotel sales and in house facilities

提升酒店内部销售和酒店设施

 Planning for future staffing needs

制定未来所需员工的编制计划。

 Recruit in line with company guidelines

根据公司用人方针招聘员工。

 Prepares detailed induction program for new staff

为新员工制定详细的工作范畴。

 Maintain a comprehensive, current and guest focused set of departmental standards and procedures and oversees their implementation

保持一套全面的、现行的及客人关注的部门标准与程序，并且监督它们的执行情况。

 Ensures training needs analysis of Finance staff is carried out and training programs are designed and implemented to meet needs

确保完成前厅部员工培训需求的分析，并且设计及执行培训计划，以满足需求。

 Provides input for probation and formal performance appraisal discussions in line with company guidelines

按照公司的方针执行员工试用期及正式入职表现的鉴定评估。

 Coaches, counsels and disciplines staff, providing constructive feedback to enhance performance

指导、训练员工，与员工进行交流，并给员工提供建设性的反馈意见，以提高其工作业绩。

 Regularly communicates with staff and maintains good relations

定期与员工进行交流并和他们保持良好的关系。

 Prepare the departmental annual budget

准备部门年度预算。

2. REQUIRED QUALIFICATIONS

资格

Required Skills

专业知识技能要求

 Good knowledge and very familiar with all front office area operation

掌握前厅部工作知识并且十分熟悉前厅部日常运行

 Good knowledge of front office computer system

熟练运用前台电脑系统，掌握各项功能

 Good knowledge of finance and credit policy

良好的财务知识，熟悉相关信用政策

 Good English language skill

良好的英语能力

 Good supervisory skill, with emphasis on “ people management”

良好的管理技能, 强调“人性化管理”

 Good communication skill

良好的沟通技巧

 Be good at organize and problem solving

良好的组织以及解决问题的能力

Additional Skill required

其它技能要求

 Positive attitude under pressure

良好的心理承受能力，在工作中始终保持积极的态度

 Training & presentation skill

良好的培训以及展示技巧

 Have the ability to manage the development and implementation of guest service strategies

具有建立并发展对客服务战略的能力

Experience

经验

• 10 years of hotel experience with two years in a management capacity and experience.

拥有10年酒店宾客服务工作经验，包括5年管理经验。

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