助理前厅经理

DUTIES AND RESPONSIBILITIES

工作职责

Assists the Front Office Manager in all aspects of their duties

协助前厅部经理的各方面工作

Assist Front Office Manager in execution of the management of staff 

协助前厅部经理管理员工

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

监督前厅部员工，以确保来宾被及时的礼貌接待并得到充分的注意和重视

Monitor Front Office and particularly Guest Relations personnel, to ensure IHG Rewards Club, known repeat guests and other VIPs receive special attention and recognition

监督前厅部，特别是客户关系人员，以确保IHG优悦会会员、常客和其它贵宾得到特别关照和尊重

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

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

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

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

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

与客房部联系，保持客房形象，并遵守“到店即可入住”的政策

Turn away guests if occupancies deem it necessary ensuring no good-will is lost

如无房则婉拒来客，以免丧失信誉

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

与行政管家紧密联系，以确保客人的特殊需要、关于各类用品的需要和其它与客房相关的需要得到满足

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

Know system recovery procedures

掌握系统复原程序

Interpret computer reports

分析电脑报告

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

Continually check the accuracy of room count

不断检查房间出租率的情况

Approve upgrades and special amenities in absence of manager

批准房间的免费升级及特殊设备的使用

Maintain inter-departmental relationships to ensure seamless customer service

保持各部门之间的关系以确保对客服务畅通

Inspect frequently for cleanliness and orderliness, the lobby, reception and cashier’s desk and, on a random basis, VIP rooms prior to arrival

经常到大厅、接待处和收银台检查其整洁情况，并在贵宾到来前对贵宾房进行抽查

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

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

Maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of departmental employees

保持部门员工的行为、装束、卫生、制服穿着、外表和仪态标准

Provide input for Front Office Departmental Meetings and deputizes in cases of absence

参加前厅部部门会议并在缺席的情况下负责代理

Promote Inter-hotel sales and in house facilities

促进店际销售及完善内部设施

Works with Superior and Human Resources on manpower planning and management needs

与上级领导和人力资源部一起进行人力规划和管理需求。

Works with Superior and Director of Finance in the preparation and management of the Department’s budget. 

与上级领导和财务总监一起编制和管理部门预算

Required Skills –

技能要求

Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.

拥有在与他人交往时大多数时间所使用的沟通技能；完全代表酒店，品牌和公司与顾客，员工和第三方交往的能力。

Good writing skills

具有良好写作技能

Proficient in the use of Microsoft Office and Front Office System

熟练使用微软办公软件和前台系统

Problem solving, reasoning, motivating, organizational and training abilities

具有解决问题，推理，号召，组织和培训能力 

Strong Leadership skills in managing teams

在管理队伍中有具很强的领导技能

Ability to manage complex relationships

管理复杂关系的能力

Qualifications –

学历

Bachelor’s degree in Hotel Administration, Business Administration or equivalent

具有酒店行政管理，商业管理或相关的学士学位。

Experience –

经验

2 years of guest service / hotel experience with one year in a management capacity, or an equivalent combination of education and experience. 

拥有2年酒店宾客服务工作经验，包括1年管理经验，或与此相当的教育和相关工作经验结合的背景

Type and level of experience required may vary slightly based on size and complexity of operation

经验类型和程度的要求可能因运营规模和复杂性而略有不同。