【职位描述】
行政
Administration
§ 监督并协助前厅部运营手册的准备及更新。
Oversees and assists in the preparation and updates of the Front Office Departmental Operations Manual.
§ 定期主持召开部门沟通会并确保例会和会议切实有效且在必要时进行指导。
Conducts regular communications meetings and ensures that departmental briefings and meetings are effective and conducted as necessary.
§ 在房务部运营副总监缺席的情况下，在酒店中代理其职能。
Represents the Rooms function on the hotel's operations in the absence of Assistant Director of Operations – Rooms.
宾客服务
Customer Service
§ 确保所有前厅部员工遵循品牌承诺并始终提供优异的对客服务。
Ensures that all Front Office associates deliver the brand promise and provide exceptional guest service at all times.
§ 确保员工适时的为其他部门员工提供同样优质的服务。
Ensures that Front Office associates also provide excellent service to internal customers as appropriate.
§ 协助贵宾和常住客的接待及入住登记，确保由助理经理接待这些客人。
Assists in greeting and checking-in VIP and Long Stay guests, ensures that they are met by an Assistant Manager.
§ 确保所有前厅部员工知悉最新的促销信息，规章制度及其他重要信息。
Ensures that all Front Office associates are aware of current promotions, policies and other important information.
§ 确保所有前厅部员工熟悉掌握酒店的产品知识及服务标准。
Ensures that all Front Office associates are familiar with the hotel’s products and services.
§ 贯彻集团统一的顾客认知程序并维护相关的顾客信息数据库。
Implements consistent guest recognition programmes and maintains a relevant guest history database.
§ 礼貌而高效地处理所有客人和内部的投诉和询问，确保问题得到圆满解决。
Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
§ 保持与顾客和同事的良好合作关系。
Maintains positive guest and associate interactions with good working relationships.
§ 经常性的亲自确认客人在入住和离店过程中得到尽善尽美的服务。
Personally and frequently verifies that guests are receiving the best possible service during check-in and check-out.
§ 繁忙时期确保礼宾部，行李部及其他各个区域均能有条不紊地运作并实现酒店的品牌承诺。
Spends time in Front Office and Concierge / Bell departments during peak periods to ensure that all areas are managed well by the respective teams and deliver the brand promise.
§ 确保客人信息的历史记录得到精确的维护，并提前对回头客进行入住登记。
Ensures that guest history records are accurately maintained and all repeat guests are pre-registered.
财务
Financial
§ 通过多技能、多任务及灵活的日程安排最大限度地发挥员工的工作能力，以实现财政目标并达到顾客的期望。
Maximises associate productivity through the use of multi-skill, multi-tasking and flexible scheduling to meet the financial goals of the business as well as the expectations of the guests.
§ 在确保实现服务承诺的前提下，尽可能地降低前厅部的运营成本，根据主要的绩效指标前瞻性的控制成本。
Ensures that the Front Office operates with the lowest possible cost structure while also delivering on the brand promise to the guest, proactively managing costs based on key performance indicators.
§ 与相关部门经理和前厅部员工合作，通过合理的收益管理，升级促销和房间安排，达到客房的销售和收入的最大化。
Maximises rooms’ sales and revenues for the hotel through appropriate yield management, up-selling and inventory management initiatives, working closely with the relevant Heads of Department and Front Office associates.
§ 根据需要参加财务部的月度贷款会议。
Attend monthly credit meeting with Finance Department and respond as required
§ 参加财务部的月度财务情况汇报。
Attend monthly Financial Results Review Meeting with Finance Department
§ 协助完成月度预算。
Assists in monthly reforecast, as appropriate.
§ 协助准备年度商业计划。
Assists in the preparation of the Annual Business Plan.
§ 熟练分析和展示每月房务部的损益报告。
Is proficient in the analysis and presentation of the monthly Room’s Division profit & loss statements.
§ 确保留存所有与酒店、公司、地方法规相关的财务记录；遵循财务记账，资金处理的规定；及时准确的汇报财务信息。
Ensures that all hotel, company and local rules, policies and regulations relating to financial record keeping, money handling and licensing are adhered to, including the timely and accurate reporting of financial information.
市场营销
Marketing
§ 保证数据的有效性，向市场部提供准确和及时的信息。
Ensures data cleanliness standards are adhered to by all Front Office staff in order to supply the Sales & Marketing Division with accurate and timely information.
§ 必要时协助参加每周收益管理会议。
Assists in weekly yield and revenue management meetings, as necessary.
§ 协助准备、遵循、更新年度市场营销计划。
Assists in the preparation, utilisation and update of an annual Marketing Plan.
营运
Operational
§ 与相关部门经理协作，监控房务部的整体服务标准，采取必要的改进措施。
Monitors rooms’ standards in general, working through the respective Head of Department to take corrective action where necessary.
§ 与客房部经理和前厅部副理协作，经常性的巡视和全面检查房间和其它房务区域的总体运营情况。
Conducts frequent and thorough inspections of guest rooms and Rooms areas in general together with the Housekeeping Manager and other Assistant Managers - Front Office.
§ 确保严格的房卡管理制度。
Ensures the strict control of room keys.
§ 确保出现超出房间数量预定的情况时，协助安排客人的外部住宿。
Assists in securing external guest accommodation in overbooking situations.
§ 确保公共区域洁净且符合酒店标准。
Ensures that public areas are clean and up to standard.
§ 确保提前预留每日预抵贵宾房间、特殊要求房间、长住客的房间；通知客房准备房间，确保每间房间放置适当的欢迎赠品。
Ensures that all daily arrival V.I.P. rooms, special request rooms, and long stay guest rooms are pre-blocked in advance, that Housekeeping is notified and that each room is prepared with the appropriate welcome amenities.
§ 确保在所有贵宾及长住客人抵达时，大堂经理到场并负责接待。
Ensures that all V.I.P. and long stay guests are met on arrival by an Assistant Manager.
§ 与客房部和工程部保持良好的协作，便于进行必要的房间维护。
Works closely with the Housekeeping and Engineering Departments to block rooms as necessary for maintenance.
§ 确保服务符合品牌标准的基本要求，适时提供更多可供选择的品牌服务。
Ensures that all company minimum brand standards have been implemented, and that optional brand standards have been implemented where appropriate.
§ 协助确保凯悦温情及房务部经典20条的实行。
Assists in making sure that all Touches of Hyatt and the Rooms Top 20 have been implemented.
§ 根据顾客意见调查结果，确保所有改进措施贯彻执行。
Responds to the results of the Consumer Audit and ensures that the relevant changes are implemented.
§ 以协助和灵活的态度与其他管理层员工密切合作，关注酒店的整体成功和客人的满意度。
Works closely with other management personnel in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
§ 发扬“群策群力”的精神，确保前厅部员工与其他部门在工作中相互支持、灵活变通。
Ensures that the Front Office associates work in a supportive and flexible manner with other departments, in a spirit of “We work through Teams”.
§ 确保所有客人的信息的准确录入，并遵循清晰简洁的原则。
Ensures that all guest details are entered correctly in accordance with the principles of clean data.
人事
Personnel
§ 负责前厅部员工的招聘，招聘时严格遵守酒店的指导原则，按照岗位要求挑选适当的人选。
Recruits and selects all Front Office associates. To follow hotel guidelines when recruiting and use a competency-based approach to selecting associates.
§ 监督所有前厅部员工的出勤和仪容仪表，确保员工穿着合体的制服，并保持高标准的个人、酒店和部门的仪表卫生标准。
Oversees the punctuality and appearance of all Front Office associates, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department’s grooming standards.
§ 必要时承担训导员工的工作，在员工出现不当行为和未能履行应尽职责时给予及时纠正。
Takes a proactive role in the discipline of associates, when necessary. Immediate counselling should be carried out when associates are observed to be discourteous and failing to carry out their duties responsibly
§ 为前厅部员工做年度表现评估，帮助员工实现自己的职业发展目标。
Conducts annual Performance Development Discussions with Front Office associates, supports them in their professional development goals.
§ 在进修及培训发展部经理和部门服务教练的协助下计划并有效的培训前厅部员工。
Plans and implements effective training programmes for all Front Office associates in coordination with the Learning and Development Manager and Departmental Service Coach.
§ 通过持续的反馈和月度例会协助部门服务教练不断进步。
Supports Departmental Service Coach through ongoing feedback and assistance at monthly meetings.
§ 定期向表现优异的员工颁发凯悦之星奖。
Submits on a regular basis Hystar to associates in general who have excel in their work.
§ 通过恰当的培训、指导和/或辅导，提高前厅员工的服务技巧和工作效率。
Develops the skills and effectiveness of all Front Office associates through the appropriate training, coaching, and/or mentoring.
§ 准备并公布每周工作计划，确保符合酒店生意需求和其它主要业绩指标。
Prepares and posts weekly work schedules, making sure that they reflect business needs and other key performance indicators.
§ 鼓励员工创新、变革，以及积极面对挑战，并对他们的贡献表示认可。
Encourages associates to be creative and innovative, challenging and recognising them for their contribution to the success of the operation.
§ 支持并执行人本品牌的理念， 体现并发扬凯悦的价值观和文化特色。
Supports the implementation of The People Brand, demonstrating and reinforcing Hyatt’s Values and Culture Characteristics.
§ 确保员工理解酒店的规章制度并遵照执行。
Ensures that associates have a complete understanding of and adhere to associate rules and regulations.
§ 确保员工遵守酒店、公司和地方的法律法规及与消防、安全相关的规定。
Ensures that associates follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.
§ 根据员工敬业度调查的结果，确保相关改进措施的执行。
Feedback the results of the Employee Engagement Survey and ensure that the relevant changes are implemented.
§ 有效向各级别员工传达关于凯悦集团的人员管理手册，展示并加强凯悦的信念、价值观和文化。
Effectively communicates Hyatt The People PlayBook, demonstrating and reinforcing Hyatt’s Purpose, Values and Culture Characteristics to all levels of associates.
§ 积极向员工宣传“雇员体验调查”中的问题并答疑解惑。
Promote Hyatt “Colleague Pulse Survey” and answer questions from associates.
【任职要求】
§ 熟知与员工和行业相关的法律法规。
Is knowledgeable in statutory legislation in associate and industrial relations.
§ 保持高标准的个人形象和仪容仪表。
Ensures high standards of personal presentation and grooming.
§ 与竞争酒店、其他公司，尤其是导游和本地的旅行社，建立长期稳定的合作关系。
Maintains strong, professional relationships with the relevant representatives from competitor hotels and other organisations, including tour operators and local travel agents.
§ 根据酒店的政策与程序，在房务部行政总监的指导下与以上部门保持良好关系。
Entertains the above parties as directed by the Executive Assistant Manager – Rooms, following the hotel approved policy and procedure.
§ 始终对管理和个人行为负责， 并且积极展现酒店管理层和凯悦国际的形象。
Exercises responsible management and behaviour at all times and positively representing the hotel management team and Hyatt International.
§ 随着行业、公司和酒店的变化，对前厅部的职能作出相应调整。
Responds to changes in the Rooms function as dictated by the industry, company and hotel.
§ 熟知酒店的员工手册内容，严格执行酒店的规章制度，尤其是有关消防，卫生，健康，与安全的政策和程序。
Reads the hotel's Associate Handbook and have an understanding of and adhere to the hotel's rules and regulations and in particular, the policies and procedures relating to fire, hygiene, health and safety.
§ 参加必要的培训和例会。
Attends training sessions and meetings as and when required.
§ 完成其他合理分配的职责和任务。
Carries out any other reasonable duties and responsibilities as assigned.
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