1.To support the overall strategic management of the hotel by establishing effective working relationships with senior colleagues: in particular, DO,the Executive HSKP, Director of F&B, Chef Security, Fitness Centre Manger and other relevant HODs.通过和管理层建立良好的工作关系来支持酒店的管理战略,尤其是和营运总监、客房部行政管家、餐饮总监、安全部经理、健身中心经理以及其它相关部门经理。2.Assists the Front Office Manager in all aspects of their duties, directly responsible for the operation of Front desk ,Concierge ,Magic Center and Executive Lounge. 协助前厅部经理管理各方面工作, 对前台,礼宾,魔法中心和行政酒廊进行直接管理。3.Actively support the Business Development department by ensuring that Front Office team members are fully trained and committed to drive revenue through activities such as upselling\seasonal product selling\Transportation revenue.确保前厅部的员工接受规范的促销培训并确保能够通过促销追求利润,如房间增销及酒店季节产品销售、租车收入,以此来积极支持商务发展部的工作。Responsible the FO upselling program, ensure every receptionist are well trained and familiar with the program skill, clearly know the target and completion status. Achieve the yearly target.对部门的房间增销计划负责,确保所有接待员完成相关培训,熟悉该项目的操作技能,清晰知道我们的销售收入目标,完成年度的增销收入任务。4.Actively corporate with HSKP to achieve the planned operational profit margins in Rooms. Control the availability of rooms, rooms types, accuracy of room count and rate categories. Maximize occupancy, revenue and average rate while maintaining high service standards积极地与客房部合作从而完成所有有关房务部计划的利润。管理房间空余情况、房间类型、房间出租率和价格类型的准确性等,在保持服务的高标准的同时将入住率、收益和平均价格最大化。5.Communicating effectively with Housekeeping and Groups & Tours about any in-house groups holding Catering events, ensuring direct liaison with Group Leaders upon arrival for special requests.积极地和客房部沟通,对于一些住客的会议团队,积极有效地和旅行社保持联系,以确保团队领队在到达时能享受特殊的优质服务。6.Involve the daily FO and HSKP briefing as the operation needs.根据运作的需要,出席前厅部与客房部的每日例会。7.To co-ordinate with Engineering and Housekeeping Departments to ensure maintenance and cleanliness. Ensure follow-up procedures are maintained.和工程部及客房部协作,确保所有的维修保养和清洁都被完成,确保所有的跟进程序有在进行。8.Be aware of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out掌握信用政策和程序,并与财务部密切联系,以确保信用程序的完全执行9.Know system recovery procedures.掌握系统复原程序10.Interpret computer reports.分析电脑报告11.Compile statistics for front office and provide reports relating to that area.为前厅部整编统计数字并提供与之相关的报告12.Ensure that costs are controlled in a detailed and structured manner. Analyses costs on a monthly basis and prepare action plans (Office Supplier, Guest Supplier and payroll including overtime and other expenses).具有细节的成本控制方法。每个月分析前厅部的成本并制定行动计划 (办公用品、客人用品以及工资包含加班,其它花费)。13.Ensure that all labour costs are flexed according to levels of demand / activity / season. Assist in the preparation of 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.确保所有的劳动力是根据需求/活动/季节来合理安排的。在考虑项目入住情况和预测以及大规模的团组活动,特别是关于提前或延迟到达及离店的情况的前提下,为前厅部员工准备高效的工作计划,安排节日和假日。14.To manage all the direct reports (e.g. Chief Concierge, Magic Manager, EF Manager) in a professional and motivating fashion.用专业的和激励的方法管理直接管理范围内的团队成员。(如:礼宾部经理、魔法中心经理、行政楼层经理等)15.To have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both customers and colleagues.保持一个积极的态度,履行个人的职责和主动权去解决问题,永远和你的客人和员工进行清晰明了的沟通。16.To be motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve your personal performance.目的明确地,坚定地,热情洋溢地执行所有工作任务,把握时机去学习新的工作技巧和知识,以改进和提高你个人的绩效。17.To maintain high team focus by showing co-operation and support to colleagues in the pursuit of team goals.主张团队的中心,是展示团结协作和支持同事达成团队目标。18.Conduct routine inspections of all Front Office areas. Responsible to ensure best quality of cleanliness throughout the entire Front Office Department. 对前厅部的各个区域例行检查。确保前厅部所有部门和区域的卫生状况良好。19.Ensure sound performance management practices, through recognition and disciplinary action if necessary.确保健全的绩效管理制度,在必要时采取处罚行动。20.Actively follow up on SALT & QA reports instituting corrective actions in a fast and effective manner. Agreeing and implementing actions to make improvements to customer service. Investigate the guest feedback from the SALT and prepare the relevant report for DO to reply the guest.积极跟进SALT和QA有效率的采取整改措施,同意并实施以行动去提高对客服务的质量。调查来自SALT方面客人的问题反馈,并准备相关调查报告给运营总监回复客人。21.Set clear tasks for each team members, such as propose the monthly HHonors enrolment target of the Front Desk team and always drive the HHonors program in the hotel, SALT target and relative action follow up.为员工设立清晰的工作任务,如前台每月的希尔顿荣誉客会会员的招募及希尔顿荣誉客会计划推动,SALT 目标设定和相关行动计划的跟进。22.Ensures that existing HHonors members receive personal and professional service that recognizes them as important guests and that their benefits are received.认知希尔顿荣誉客会会员客人。确保他(她)们能收到个性化、专业化的服务以及相应的优惠政策。 23.To be aware of current market conditions, including events, competitor activities and promotions.了解清楚竞争现有市场情况,包括竞争对手的活动,价格和促销。24.Well manage the situation of overbooking the hotel on same day, ensure all out bookings are carried out by a member of management and the hotel policy is applied.遵循酒店客房超订的政策,管理并确保所有超额预订的对外订房都被执行和妥善管理。25.Ensures VIP rooms are checked on a daily basis.确保每天检查VIP客人的房间。26.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。27.Actively seeking verbal feedback from customers and team members at every opportunity,responsible for the hotel generic email(info.com) handling and do proper reply to guests senders and forward to GM, FOM, relevant departments when it's necessary积极地寻找获取客人和员工的反馈意见的每一个机会,在需要的情况下,负责酒店对客邮箱(info.com)客人问题的及时、适当地回复,根据需要转发其他相关部门,同时抄送酒店总经理、前厅部经理,28.Positively dealing with and learning from customer complaints and comments with follow up and feedback to the Front Office Manager.以明确地的态度、正确地对待和处理客人投诉和反馈意见,跟进并向前厅经理报告,并从中学习。29.Making sure all customer requests and queries are responded to promptly and effectively while assisting on the floor during peak periods each day.确保所有的客人要求和问题都迅速和有效地响应和处理,同时在每日高峰期的时候给予他人帮助。30.Manage the Guest Profile Updating maintenance through the tool of CRM to assist with returning guests负责通过CRM工具维护、更新客史档案,以便更好地给再次入住的客人提供优质的服务。31.Maintain a presence in the lobby setting the example for team members for guest service出现在大堂进行对客服务,让员工学习,起典范作用。32.Be Pro-Active towards guests, assisting them with any reasonable requests, and training all team members to see these things before the guests ask.积极主动的面对客人,协助他们接近合理的需求,培训所有员工提前预知客人要求。33.Having detailed knowledge of Hilton Brand Standards. Ensure that brand standards / use of logo are never compromised.掌握部门的希尔顿品牌标准的详细内容;确保不违反希尔顿的品牌标准和logo的使用规定。34.Demonstrate positive leadership characteristics which inspire Team Members to meet and exceed standards. 展示及发挥你积极的领导力,鼓励员工努力达到和超越标准的要求。35.Ensuring the shift is reviewed and handovers and briefings are carried out确保各个班次的工作及时的得到回顾并在每日的交班会中与团队成员分享。36.Keeping the team up-to-date about departmental, hotel and company activities through regular communication meetings & memos.保证团队能一直获取部门、酒店和公司的最新的活动信息,通过定期的沟通会议和备忘录。37.Ensures that work schedules/rosters are written according to hotel needs and compliance to labour laws.确保排班表是根据酒店的需求制定的并遵循了劳动法。38.To monitor, control and minimize overtime and Annual leaves for the department.监督、控制并使部门的加班和年假小时数最小化。39.To carry out seasonal inventory of operating equipment and FF&E of Front Office.实施每个季度的前厅部营运设备和固定资产的盘点40.Effective training programs for all Front Office team members as the Departmental Trainer, being able to explain the Standards to the team, supervise the FO job skills trainer and complete the monthly departmental training plan, and personal training each team member individually with specific job skills checklists that relate to their responsibilities if needed. Working closely with training department and responsible for the departmental training program. 作为部门培训师,积极地对前厅部员工进行培训, 有能力向团队解释标准的要求,监督部门培训员的培训工作,完成部门的月度培训计划。按照工作需要,亲自给各个员工个人进行相关的专业的工作技巧培训并完全培训检查表。与培训部紧密配合,对部门整体培训安排负责。41.Carrying out annual appraisals in accordance with legal and hotel guidelines with assigned team member and identify individuals training needs 依据酒店的规定,对指定的员工进行年度的评估,并确定他们的个人发展、培训需求。42.To ensure that all team members have a complete understanding of and adhere to the Hotel’s Team member Rules and Regulations.确保所有前厅部员工充分的理解并遵守员工手册内容。43.To carry out any other reasonable duties and responsibilities as requested by the Front Office Manger.根据前厅部经理的要求,执行其它合理的责任和任务。44.The management reserves the right to change / extend this job description if necessary at any point of time during her / his employment.如有必要,酒店管理层有权更改或补充该职位的描述。NOTICE: 提示:The hospitality business functions seven days a week, twenty-four hours a day. In addition, this is a hospitality business and a hospitable service atmosphere must be projected at all times. 酒店业是一个每周七天、每天24小时的无休息服务行行业。因此,作为酒店从业人员,在工作期间,必须无时无刻地保持殷情好客的服务态度,提供给客人热情周到的服务。Upon employment, all team members are required to fully comply with Hilton rules and regulations for the safe and efficient operation of hotel facilities. Team members who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment. 在雇佣期间,为了保证安全和有效的酒店营运,所有的员工都必须完全遵守希尔顿集团的规章制度。违反酒店规章制度的员工将被给予警告处分,其中可能包括直接解聘。