【職位描述】
What will I be doing?
As the Front Office Manager, you will be responsible for performing the following tasks to the highest standards:
? Maintain high customer service focus by approaching your job with the customers always in mind.
? Have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both customers and colleagues.
? Motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve your personal performance.
? Be flexible, responding quickly and positively to changing requirements including the performance of any tasks requested of you.
? Maintain high team focus by showing cooperation and support to colleagues in the pursuit of team goals.
? Contribute ideas and suggestions to enhance operational / environmental procedures in the hotel.
? Actively promote the services and facilities of Hilton hotels to guests and suppliers of the hotel.
? Actively seek verbal feedback from customers and team members at every opportunity.
? Agree and implement actions to make improvements to customer service.
? Positively dealing with and learn from customer complaints and comments with follow-up and feedback to the Director of Operations.
? Make sure all customer requests and queries are responded to promptly and effectively while assisting on the floor during peak periods each day.
? Be available to assist on duty in the hotels during any busy days or special events.
? Maintain a presence in the lobby setting the example for team members for guest service.
? Be proactive towards guests, assisting them with any reasonable requests, and training all team members to see these things before the guests ask.
? Have detailed knowledge of Hilton departmental standards, explaining the standards to the team and training each team member individually with specific job skills checklists that relate to their responsibilities.
? Assess team members’ performance against standards.
? Monitor standards through regular standards review checks.
? Develop action plans to address shortfalls in standards and identify shortfalls before they affect customer service.
? Implement and follow through with improvements identified.
? Demonstrate positive leadership characteristics which inspire team members to meet and exceed standards.
? Prepare rosters and job schedules for team members to meet business needs (taking into consideration internal activities, occupancy and external events, promotions etc.).
? Communicate effectively with Housekeeping, groups and tours about any in-house group holding catering events, ensuring direct liaison with group leaders upon arrival for special requests.
? Describe, assign and delegate duties and authority for the operation of the department at all times.
? Understand the situation in other departments and their implications for your own department.
? Plan ahead and ensure adequate resources are available.
? Coordinate with the Housekeeping department to ensure cleaning is followed-up, ensuring that follow-up procedures are maintained.
? Ensure that the shift is reviewed, handovers and briefings are carried out.
? Maintain in-depth technical knowledge and skills required for the job.
? Maintain guest histories to assist with returning guests.
? Establish good communication with the Housekeeping team.
? Attend and participate in regular operational and hotel meetings.
? Ensure that supplier liaison with the Purchasing team ensures maximum support with regards to sponsorship, marketing and pricing initiatives.
? Responsible for the maximization of room revenue and profit through commercial room management, ensuring a consistently high standard of customer service within the department.
? Make all decisions regarding overbooking the hotel on the same day, ensure all out bookings are carried out by members of the Management and that overbooking levels for future days will be monitored by the Revenue Manager.
? Understand the goals of the hotel and the department’s role in achieving it, communicating goals to the team.
? Ensure that daily operation is managed by the Guest Service Managers and Supervisors who are totally accountable for the profitability and service standards achieved.
? Sett and agree to departmental objectives for self and team.
? Represent the needs of the team to others in the hotel.
? Get members of the team to work co-operatively with others.
? Keep the team up to date on departmental, hotel and company activities through regular communication meetings and memos, including special events, promotions in the restaurants and bars.
? Be aware of potential highs and lows in the business.
? Create and implement sales promotions and team members incentives as per discussion with the Director of Operations.
? Assist the Marcom team with the preparation of event brochures.
? Assist with the annual marketing plan to establish a list of marketing activities in line with the annual business plan, supported by appropriate advertising and promotion budgets from suppliers with the support of the Revenue Manager and marcom team.
? Identify, communicate and act on potential sales leads.
? Participate in the development of the annual budget, developing short and long term financial operating plans.
? Use key monitors and financial targets to evaluate the department’s performance and make future plans.
? Analyze financial information that is provided via the payroll system and ONQ, to assist decision making.
? Complete regular financial and operating reports as required or requested by the Director of Operations.
? Forecast potential costs, review expenses on a monthly basis and implement actions for improvement, following the company’s control procedures.
? Communicate relevant financial information to the team.
? Analyze and explain any financial variance against plans.
? Set-up and maintain leave plans for the department.
? Monitor, control and minimize overtime for the department.
? Carry out seasonal inventory of operating equipment.
? Understand the quantity and quality of people needed to operate the department.
? Carry out selection interviews and make effective recruitment decisions based on skills and attitude.
? Ensure that new recruits have all relevant information before commencing employment.
? Plan and ensure that departmental orientation is carried out.
? Ensure standards trainings and assessments are carried out.
? Regularly review individual and team performance against objectives and provide feedback.
? Develop and implement department training plans to meet business needs.
? Carry out training programs for team members with the Training Manager and departmental trainers.
? Assist in the training of team members ensuring that they have the necessary skills to perform their duties with maximum efficiency.
? Review and evaluate all training activities.
? Carry out annual appraisals with all team members in accordance with legal and hotel guidelines and identify individual training needs.
? Provide relevant training to new team members.
? Introduce appropriate product knowledge courses for team members.
? Understand relevant Health & Safety (H&S) legislations and their implications on the operation of the department.
? Communicate to the team their responsibilities within H&S.
? Ensure that safe and healthy working practices are implemented at all times.
? Participate in community public relations for the hotel.
我的具體職責是什么?
作為前廳部經(jīng)理，您將應以最高標準完成以下任務:
? 永遠記住客人是你工作的中心。
? 保持一個積極的態(tài)度，履行個人的職責并主動去解決問題，永遠和你的客人以及團隊成員進行清晰明了的溝通。
? 目的明確地，堅定地，熱情洋溢地執(zhí)行所有工作任務，把握時機去學習新的工作技巧和知識，以改進和提高你個人的績效。
? 靈活性地，積極地進行反應，清晰明確地改變職位需求。
? 主張團隊的中心，是展示團結(jié)協(xié)作和支持同事達成團隊目標。
? 貢獻自己的觀點和意見，強化酒店操作運作的、環(huán)境周圍的程序。
? 積極地推銷希爾頓酒店的服務和設備給客人和酒店的供應商。
? 同意并實施以行動去提高對客服務的質(zhì)量。
? 以明確地的態(tài)度、正確地對待和處理客人投訴和反饋意見，跟進并向營運總監(jiān)報告，并從中學習。
? 確保所有客人的要求和問題都迅速和有效地響應和處理，同時在每日高峰期的時候給予他人幫助。
? 在忙綠時期或者特殊時期可以對酒店的營運進行協(xié)助管理。
? 出現(xiàn)在大堂進行對客服務，讓團隊成員學習，起典范作用。
? 積極主動的面對客人，協(xié)助他們接近合理的需求，培訓所有團隊成員提前預知客人要求。
? 掌握部門的希爾頓品牌標準的詳細內(nèi)容。
? 有能力向團隊解釋標準的要求，同時給各個團隊成員個人進行相關的專業(yè)的工作技巧培訓并完全培訓檢查表。
? 根據(jù)標準，對團隊成員的行為進行評估。
? 監(jiān)督各個標準的執(zhí)行情況，定期的對各個標準進行回顧檢查。
? 執(zhí)行和發(fā)展行動計劃，在影響對客服務之前，完善和識別標準要求里面的不足之處。
? 實施和跟進可被識別的可提高之處。
? 展示及發(fā)揮你的積極的領導力，鼓勵團隊成員努力達到和超越標準的要求。
? 準備排班表和工作計劃給團隊成員以完成工作需求。（同時考慮內(nèi)部的活動和住房率以及外部的會議、促銷等）。
? 積極地和客房部溝通，對于一些住客的會議團隊，積極有效地和旅行社保持聯(lián)系，以確保團隊領隊在到達時能享受特殊的優(yōu)質(zhì)服務。
? 描述、分配和分派工作任務，永遠以部門的營運要求為依據(jù)。
? 了解其他部門的情況并把相關的內(nèi)容導入本部門。
? 提前計劃和確保有充足的可用資源。
? 和客房部協(xié)調(diào)，以確保在施工之后清潔得以跟進。確保跟進程序的實施。
? 確保各個輪班得以被評估和交接，以及簡報會議得以執(zhí)行實現(xiàn)。
? 徹底深入地掌握工作要求的工作知識和技能。
? 記錄保持客人歷史記錄，以便更好地給再次入住的客人提供優(yōu)質(zhì)的服務。
? 和客房部團隊建立良好的溝通。
? 出席和參加定期的營運部門和酒店的會議。
? 聯(lián)合采購部，保持與供應商的聯(lián)絡，以確保最大化地獲得贊助、市場和主動定價等方面的支持。
? 有責任通過商業(yè)房間的管理，最大化的增加房間收益和利益，且確保本部門始終如一地保持對客服務的高標準。
? 制定所有關于酒店特殊時期房間超定的政策，確保所有超額預訂的對外訂房都被執(zhí)行和妥善管理。在未來時期的超額預訂將由收益經(jīng)理進行監(jiān)督。
? 根據(jù)營前廳部經(jīng)理要求，執(zhí)行其他合理的責任和任務。明白酒店和部門的目標并實現(xiàn)它們。
? 與團隊針對目標進行溝通。
? 確保賓客服務經(jīng)理和主管在管理日常的工作運行，他們對收益和服務標準的執(zhí)行有絕對的責任和義務。
? 建立且同意部門給自己和團隊制定的目標。
? 向其他酒店述求團隊的需要。
? 促使團隊成員之間團結(jié)協(xié)作。
? 保證團隊能一直獲取部門、酒店和公司的最新的活動信息，通過定期的溝通會議和備忘錄。這包括了餐廳和酒吧的特殊的會議和促銷活動。
? 在每個分部門，通過工作計劃，緊密地監(jiān)視工作質(zhì)量，如果有需要，采取直接的矯正措施。
? 意識到潛在的業(yè)務可能性的高低。
? 在和營運總監(jiān)溝通的前提下，制定且貫徹實施促銷行動和團隊成員激勵活動。
? 協(xié)助公關部團隊準備會議的手冊。
? 協(xié)助制定年度的市場計劃和設計市場活動安排，符合年度的業(yè)務計劃。這個應該包括適當?shù)膹V告和促銷的預算支持，收益經(jīng)理及其團隊和公關團隊也會給以支持。
? 識別、和他人溝通且以行動尋找銷售機會。
? 參與年度預算、發(fā)展計劃、長期及短期的財務運營計劃的制定。
? 使用重點監(jiān)督和財務指標去評估部門的表現(xiàn)并制定未來計劃。
? 通過工資系統(tǒng)和ONQ系統(tǒng)給予的信息，進行財務分析，并協(xié)助決策的制定。
? 根據(jù)營運總監(jiān)的要求，完成定期的財務和營運報告。
? 預測潛在的成本。
? 回顧每月的支出和改善計劃。
? 跟進公司的成本控制程序。
? 在不降低標準的前提下，控制成本。
? 把相關的財務信息與團隊成員溝通。
? 分析和解釋與計劃不一致的財務差異。
? 制定和更新本部門的休假計劃。
? 監(jiān)督、控制并使部門的加班小時數(shù)最小化。
? 實施每個季度的營運設備盤點
? 理解部門運營所要求的團隊成員的數(shù)量和質(zhì)量。
? 參與每個分部門的面試和制定有效的招聘政策，針對工作技巧和團隊成員態(tài)度對面試結(jié)果做出決定。
? 確保在新的候選人正式成為正式團隊成員之前，已經(jīng)獲取其所有相關信息。
? 計劃并確保部門的簡介培訓得以實施。
? 確保標準的培訓和評估得以實施。
? 定期地回顧個人和團隊的表現(xiàn)，評估其是否與目標情況一致。
? 確保部門的培訓計劃已達到業(yè)務要求。
? 與培訓經(jīng)理和部門培訓員配合，積極地對團隊成員進行培訓。
? 協(xié)助團隊成員進行培訓，保證他們掌握必須的工作技能去完成他們的職責并取得最好的收益。
? 回顧和評估所有的培訓活動。
? 依據(jù)法律和酒店的規(guī)定，與所有的團隊成員和進行年度的評估，并確定個人的培訓需求。
? 向團隊成員介紹產(chǎn)品知識，進行相關的培訓課程。
? 參加培訓員計劃和活動，提供系統(tǒng)的培訓給剛加入服務行業(yè)的團隊成員。
? 明白營運部門相關的健康和安全（H&S）法律及其含義。
? 向團隊成員講解他們對于H&S的職責。
? 確保所有的工作實踐一直都在安全和健康的前提下進行。
? 參加酒店與社區(qū)的公共服務關系管理。
【任職要求】
What are we looking for?
A Front Office Manager serving Hilton Brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviour, skills, and values that follow:
? Good communication, organization and coordination skills.
? Good team player.
? Responsible and self-motivated.
? Patient, responsible and proactive in dealing with problems.
? Able to maintain excellent relations with team members.
? Able to work under great physical and mental pressures.
? Familiar with computer systems.
? Fluent in spoken and written English to meet business needs.
我們尋找什么樣的人才?
希爾頓前廳部經(jīng)理始終要以賓客的利益為重并與其他團隊成員密切合作。若要成功地應聘這一職位，您的態(tài)度、行為、技能和價值觀應符合下列標準:
? 較強的溝通技巧和組織協(xié)調(diào)能力。
? 較強的團隊合作意識。
? 強烈的責任感及自我激勵能力。
? 有耐心，高度責任感并且積極的應對各種問題。
? 所有團隊成員保持良好關系。
? 能夠承受工作壓力.
? 能熟練操作電腦系統(tǒng)。
? 流利的英語口語和書面表達。
立即溝通
