Job Level 岗位级别：Manager 经理
Report To 汇报给：Front Office Manager 前厅经理
Position Overview 岗位概述：
1. 对前厅部，服务中心，总机以及相关系统的标准操作有全面的了解。
To have complete knowledge of the operational systems at Front Office, Service Centre/Telephone and any other related systems.
2. 对专业服务标准，酒店政策以及客人入住历史有所了解。
To have complete knowledge of hotel’s service standard, policies procedures and guest history.
3. 有条理性的经营前厅部，根据酒店的入住率安排人员调动以促使酒店稳定运作。
Ensuring smooth operation of the hotel and able to perform each tasks efficiently.
4. 识别员工培训需求以及需改进的服务态度。
Identifies staff training requirements and service improvement areas.
5. 监督并指导所有员工遵守酒店政策与服务程序。
Supervise and guide all staff to ensure that hotel’s policies and procedures are properly followed.
6. 创造一个积极向上的工作环境，促进团队合作的良好发展。
Creates a positive and highly motivated working environment that promotes and develops teamwork.
7. 有效利用通讯工具与渠道来传播正确讯息和工作流程。
Utilizes and develops communication tools as well as providing accurate information.
8. 积极地向客人获取反馈把该讯息通知相关部门并采取行动以满足客人需求。
Promptly and actively obtains feedback from guests and inform the relevant departments to perform the tasks efficiently to satisfy the guests.
9. 及时向各领导报告所有重要事件并采取有效的措施处理该事情以避免任何不必要的事故重演。
Promptly report all important cases to department’s head as well as taking action to avoid repetition of any incidents, accidents, theft and complaints.
The Role 岗位职责：
了解所有上海建业里嘉佩乐酒店的政策以及服务程序。
Acquire hotel’s product knowledge and standard service procedures.
了解所有住店客人以及长租客人的喜好。
Memorize guests’ preferences
了解酒店产品知识，酒店房价，餐厅促销活动时段以及各餐厅娱乐设施的营业时间。
Acquire hotel’s product knowledge including restaurant operating hours, promotions or any local entertaining facilities.
向每位入住及离店客人都给予礼貌的问候。
Greet all the Arrivals/Departures with friendly attitude.
安排每日团体简短报告会议。
Conducts a briefing everyday.
需了解会议室的名称位置，记录当天活动安排详情。
Scheduled and note down daily group activities, names and locations of meeting/banquet rooms.
了解上海当地文化遗产信息。
Acquire the information about the local cultural heritage.
负责前厅部的所有保密讯息。
Be responsible to all information in front office department.
需根据嘉佩乐酒店的标准程序进行电脑系统的操作。
Access to computer systems according to established procedures and standards.
传达正确的酒店信息。
Provide callers with accurate information about hotel facilities, services and local amenities.
以友好态度处理客人的请求。
Accommodate and satisfy guest’s requests with kindly manner.
检查房间是否有异状。
Checks on status of room blocks and discrepancies.
合理的进行员工排班。
Schedule duty roster appropriately.
跟进所有入住以及离店信息。
Monitors and follow up on expected check in and check out.
向下个班次的值班经理报告与交代所有需注意的事项。
Reports any important information to the next shift.
确保夜间审核过程顺利地进行。
Ensure the Night Audit process is carried out successfully.
值班经理有权涉及所有前厅员工与客人的沟通事宜。
He/she has the authorities in involving all matters are concerned with guests as well as hotel employees.
督察大堂以及酒店公共区域，必要时采取纠正措施。
Inspects the lobby, public areas and the heart of the house, taking corrective action whenever is needed.
检查与核实酒店“入住率差异报告”，并将任何不符合规定的通知前厅经理。
Checks and verifies the "Rate Variance Report" and informs the Front Office manager of any irregularities in rates accorded.
将出勤报告交给前厅部经理进行审核。
Ensures that no-show report is handed over to the Front Office manager to review on-show charges the next day.
确保所有相关报告打印，签字，归档都交代给下个班次的同事。
Ensures all relevant reports are printed and singed off, filed or handed over to next Shift.
-根据酒店的规定授权所有账单往来和支出。
Authorizes all rebates and paid-outs according to the limits set by Management.
确保客人以及员工的安全。
Ensures maximum safety of guests and employees during emergencies.
维护酒店利益是首要任务。
The protection of the hotel's interest must be major concern to him/her.
熟悉所有应急程序。
Familiar with available emergency procedures.
及时处理客人请求和投诉直到客人满意为止。
Handle guest complaints by following the procedures and ensuring guest satisfaction.
所有相关文件的信息内容都必须完整与准确。
Prepare and review written documents accurately and completely.
作为酒店中央通讯中心，协助处理紧急状况。
Assist in emergency situations as central communication center for hotel.
与他人保持积极正面的工作关系，用清晰专业的态度与人交流。
Develop and maintain positive working relationships with others.
倾听并适当的回应员工的担忧。
Listen and respond appropriately to the concerns of employees.
监督嘉佩乐图书馆的整体情况。
Monitor the condition of the library equipment are clean and organized.
了解部门运作对酒店发展的影响，并努力达到企业的目标。
Understands the impact of department’s operations on the financial goals and objectives and manages it well in order to achieve hotel’s goals.
Talent Profile 能力&技能需求
酒店管理大专毕业/有过专业化的训练
A college education or having professional training in the hospitality industry.
拥有一年以上担任前厅值班经理的工作经验
Minimum 1 year working experience as Manager Level in Front Office at luxury hotels.
能够流畅的使用英语进行对话
Fluent in a second language, preferably English.
良好的沟通能力
Good communication skills
拥有带领与激励员工的能力
Good leadership
熟练Word，Excel以及PowerPoint
Good at using Word, Excel, PowerPoint
