前厅部经理

Your day to day  岗位职责

• Financial Returns:  财务回报
• Participate in the preparation of the annual departmental operating budget and financial plans. Monitor budget and control labour costs and expenses with a focus on rate strategy, building initiatives and inventory management.
• 参与制定部门年度预算与财务计划。重点通过房价策略、筑房启动和排房管理，监控预算和控制人力成本和各项费用。
• Oversee night audit function and preparation of daily financial reports.
• 监管夜审工作并准备每日财务报告。
• Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk.
• 开发各种计划，通过前台过路客管理和增销从而提高客房出租率和平均每日房价。
• People:  员工团队：
• Manage day-to-day staffing requirements, plan and assign work, and establish performance and
• development goals for team members. Provide mentoring, coaching and regular feedback to help
• manage conflict and improve team member performance.
• Educate and train team members in compliance with federal, state and local laws and safety regulations. Ensure staff is properly trained and has the tools and equipment to carry out job duties.
• Ensure staff is properly trained on systems, security and cash handling procedures, and service and
• quality standards.
• 处理员工日常事务，计划并分配工作，为每个员工设定工作绩效目标。为员工提供教导、辅导并给予定期反馈，协助解决各种员工矛盾，提高员工绩效。
• 对全体员工实施教育与培训，确保所有工作符合国家、各省市与地方的法律和安全法规。确保员工获得适当的培训，并为员工配备完成工作所需的各种工具和设备。确保员工获得与操作系统、安全、现金处理流程、服务和标准有关的恰当培训。
• Guest Experience:  宾客体验
• Ensure front office staff provides guests with prompt service, professional attention and personal recognition.
• Ensure guests are greeted upon arrival and make time to interact effectively with guests. Respond appropriately to guest complaints, solicit feedback and build relationships drive continuous improvement in guest satisfaction.Conduct routine inspections of the front office and public areas and take immediate actions to correct any deficiencies.
• 确保前厅员工为宾客提供快捷、专业和个性化的服务。
• 确保宾客抵达酒店时受到欢迎和问候，把握时间和宾客进行交流。以恰当的方式对宾客的投诉予以回应，通过与宾客建立良好的关系并获取反馈，不断提升宾客满意度。 对前厅和公共区域进行例行检查，若发现任何问题马上采取行动。
• Responsible Business:  企业责任
• Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner.Train team members on PBX procedures and serve as a central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency personnel.Perform other duties as assigned. May also serve as manager on duty.
• 核查账单指令和宾客信贷情况，按酒店信贷政策操作，确保以安全方式处理所有交易。为团队成员提供 PBX 流程培训，在紧急情况下担任酒店的主要联络人；与当地消防、警察和应急部门员工建立并保持联络。完成其他分配的任务，可能需要担任值班经理。

ACCOUNTABILITY责任范围

• This job is the top Front Office job at a full-service hotel or at a regional extended-stay hotel. May report to a
• Director of Rooms at a large luxury or resort hotel. Typically supervises front desk agents, and bell/van
• services, reservations, PBX, etc. May oversee subordinate supervisors.

此岗位是提供综合服务的酒店或区域性常住客酒店前厅部的最高职位。若为大型豪华酒店或度假村，此岗位需向客房总监汇报工作。一般需监管前台员工，管理行李生/穿梭巴士、宾客预订、总机等。可能需监管下属主管级员工。

Annual Operating Profit/Payroll Budget – 

年度经营利润和薪金预算

• Department Budget and Headcounts.
• 部门预算和雇用员工

Key Metrics – 

主要绩效指标

• Department Budget
• 部门预算
• Occupancy Level
• 入住率水平
• Employee Satisfaction Survey
• 员工满意度调查

Decision Making Responsibilities (Decision Rights) –

决策职责(决策权)﹣

• Department Budget
• 部门预算
• Matters pertaining to Front Office operations
• 与前厅运营相关的事宜
• Within the authority as assigned for Hotel Band 5 role
• 酒店职位4级所拥有职权范围