【职位描述】
值班经理负责监督宾客服务/前台团队，确保团队成员做好准备并充分了解情况，为宾客提供从入住到退房的卓越体验。
我将做些什么？
作为值班经理，您将监督宾客服务/前台团队的工作，该团队是宾客、酒店和酒店各部门之间的主要联系纽带。值班经理负责管理宾客的第一印象，因此必须以最高标准执行以下任务：
• 监督整个宾客服务/前台的运作，以保持高标准。
• 评估宾客满意度水平并监控趋势，注重持续改进。
• 以最佳房价最大限度地提高客房入住率，并利用向上销售技巧推广酒店服务和设施。
• 制定部门目标、工作计划、预算、政策和程序。
• 监督前台团队成员的仪容仪表、工作标准和工作表现，注重培训和团队合作。
• 确保团队成员掌握酒店产品、服务、价格和政策的最新知识，以及当地的知识，并不断接受培训，以学习和理解政策和惯例。
• 与酒店各部门保持良好的沟通和工作关系。
• 监控人员配备水平，以满足业务需求。
• 召开月度沟通会议并制作会议记录。
• 按照公司政策和程序管理员工绩效问题。
• 遵守酒店安保、消防规定和所有健康与安全法规。
• 在使用前厅系统时，遵守相关政策和程序。
A Duty Manager supervises the Guest Service/Front Office Team to ensure that Team Members are prepared and well-informed to deliver our Guests an exceptional experience from check-in through check-out.
What will I be doing?
As Duty Manager, you will oversee the Guest Service/Front Desk Team which is the main connection between the Guest, the hotel, and the various hotel departments. A Duty Manager is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:
Oversee the entire Guest Service/Front Office operation to maintain high standards.
Evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvement.
Maximise room occupancy at best rates and use up-selling techniques to promote hotel services and facilities.
Set departmental objectives, work schedules, budgets, policies, and procedures.
Monitor the appearance, standards, and performance of the Front Office Team Members with an emphasis on training and teamwork.
Ensure Team Members have current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area, and are continuously trained to learn and understand policies and practices.
Maintain good communication and working relationships with all hotel departments
Monitor staffing levels to meet cover business demands.
Conduct monthly communication meetings and produce minutes.
Manage staff performance issues in compliance with company policies and procedures.
Comply with hotel security, fire regulations and all health and safety legislation.
Act in accordance with policies and procedures when working with front of house equipment systems.
【任职要求】
我们需要什么样的人才？
为希尔顿品牌服务的值班经理总是代表我们的客人与其他团队成员合作。要成功胜任这一职位，您应保持以下态度、行为、技能和价值观：
•曾在酒店/休闲/零售业担任过前厅部主管
•熟练掌握信息技术
•高度的商业意识和销售能力
•具有管理和培养人才的经验
•具有管理部门和损益表的经验
•出色的领导能力、人际关系和沟通技巧
•有责任心和应变能力
•致力于提供高水平的客户服务
•能够在压力下工作
•良好的仪容仪表
•灵活应对各种工作情况
•具有独立工作和团队合作的能力
在希尔顿工作会是怎样的体验？
希尔顿是全球领先的酒店管理公司，业务涵盖从豪华的全方位服务酒店和度假村到长住套房和中等价位酒店等住宿领域。近一个世纪以来，希尔顿一直为商务和休闲旅客提供最优质的住宿、服务、设施和价值。希尔顿致力于延续其传统，为全球品牌提供卓越的宾客体验。我们的愿景是让地球充满好客的光芒和温暖，我们的团队团结一致，每天在世界各地创造非凡的好客体验。而我们出色的团队成员正是这一切的核心！
What are we looking for?
Duty Managers serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:
Previous supervisory experience in Front Office within the hotel/leisure/retail sector
High level of IT proficiency
High level of commercial awareness and sales capabilities
Experience of managing people and developing people
Previous experience of managing a department and Profit and Loss account
Excellent leadership, interpersonal and communication skills
Accountable and resilient
Commitment to delivering a high level of customer service
Ability to work under pressure
Excellent grooming standards
Flexibility to respond to a variety of work situations
Ability to work on your own and as part of a team
What will it be like to work for Hilton?
Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!
