JOB SUMMARY
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·???????? Managerial role responsible for the management and coordination of all aspects of the Front Office department’s( Front Desk, PBX, Club Lounge, Concierge, Guest Recognition) functions including financial results, and quality and service standards. Directs implements and evaluates the quality of products and services given to the guests and employees.
管理的角色，負(fù)責(zé)管理與協(xié)調(diào)前廳部(前臺(tái)，總機(jī)，行政酒廊，禮賓，賓客認(rèn)知部門)各方面的職能，包括財(cái)務(wù)業(yè)績(jī)、服務(wù)質(zhì)量與標(biāo)準(zhǔn)。指導(dǎo)落實(shí)并評(píng)估給客人和員工產(chǎn)品的質(zhì)量和服務(wù)。
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·???????? To ensure all day-to-day Front Office operations run smoothly and maintain cost of operation whilst monitoring to achieve revenue and profit budgeted. Supervises and trains front office staff. Is a driver of The Ritz-Carlton Foundation – “The Gold Standards” and Quality.
確保所有日常前臺(tái)操作平穩(wěn)運(yùn)行以及保持操作成本同時(shí)監(jiān)督收益和利潤(rùn)預(yù)算。監(jiān)督和培訓(xùn)前臺(tái)工作人員。做一個(gè)麗思卡爾頓基金會(huì)——“黃金標(biāo)準(zhǔn)”和質(zhì)量的驅(qū)動(dòng)者。
CORE WORK ACTIVITIES
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1. Essential kills 技能要求:
1.1???? Ability to ensure compliance with hotel standards, policies and procedures with self and staff.
能夠確保自身與員工遵守酒店的標(biāo)準(zhǔn)、政策與程序
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1.2???? Ability to prioritize and organize work assignments; delegate work and responsibilities.
能夠妥善安排并組織工作任務(wù)、分配工作與工作職責(zé)
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1.3???? Ability to be a clear thinker, analyze and resolve problems exercising good judgment.
能夠做一個(gè)清晰的思想者并分析與解決問(wèn)題，鍛煉良好的判斷力
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1.4???? Ability to focus attention of details.
關(guān)注細(xì)節(jié)
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1.5???? Ability to sell and up-sell available rooms.
能夠營(yíng)銷與創(chuàng)效可用客房
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1.6???? Ability to input access information into system.
能夠?qū)⑿畔⑤斎氲较到y(tǒng)中
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1.7???? Ability to remain calm and courteous with demanding difficult guests and /or situations.
在遇到過(guò)分要求的客人或情況時(shí)保持冷靜與禮貌
1.8???? Ability to perform job functions to standards under pressure of heavy arrivals and departures.
能夠在大量客人到達(dá)與離開(kāi)的壓力下按標(biāo)準(zhǔn)執(zhí)行工作職能
1.9???? Ability to ensure security and confidentiality of Guest and Hotel information.
能夠確認(rèn)客人與酒店信息的安全與保密
1.10? Ability to direct the performance of assigned staff and follow up with coaching and guidance to praise or make corrections.
能夠指導(dǎo)指定員工的工作并跟進(jìn)指導(dǎo)以及給與表?yè)P(yáng)或更正
1.11? Ability to motivate assigned staff and maintain a cohesive team.
能夠激勵(lì)員工并保持一個(gè)團(tuán)結(jié)的團(tuán)隊(duì)
1.12? Ability to ascertain staff training needs and provide such training.
能夠了解員工的培訓(xùn)需求并提供培訓(xùn)
1.13? Ability to develop strong, productive, professional relationships with internal and external guests.
能夠與內(nèi)部和外部的客人發(fā)展牢固的、有效的專業(yè)關(guān)系
1.14? Ability to work flexible hours, including weekends and evenings.
能夠靈活的控制工作時(shí)間，包括周末與夜晚
1.15? Ability to go the extra mile, to provide the extra attention in order to satisfy guests’ individual needs and wants.
????? 能夠付出額外努力以提供額外的關(guān)心來(lái)滿足客人的個(gè)別需要和希望
1.16? Ability to exert physical effort in transporting equipment and perform job duties.
在運(yùn)輸設(shè)備時(shí)能夠提供幫助并執(zhí)行工作職責(zé)
1.17? Ability to endure abundant physical movements in carrying out job duties.
在履行工作職責(zé)時(shí)有忍耐過(guò)多勞動(dòng)的能力
1.18? Ability to work without direct supervision and provide immediate follow-up.
能夠在沒(méi)有直接監(jiān)督的情況下完成工作并立即跟進(jìn)
1.19? Ability to practice detailed standardized accounting procedures to protect the assets of the hotel.
????? 能夠根據(jù)規(guī)定保護(hù)酒店資產(chǎn)，實(shí)行詳細(xì)并合乎標(biāo)準(zhǔn)的敘述
1.20? Must be a team player, working well with other departments and coworkers.
與其他部門和同事保持團(tuán)隊(duì)合作
1.21? Should be creative, innovative and strive for continuous improvement.
富有創(chuàng)新精神并且爭(zhēng)取持續(xù)不斷的改進(jìn)
1.22? Should display leadership qualities in regards to thinking clearly, quickly, and making decisions.
具有清晰的思考、果斷的做決定等領(lǐng)導(dǎo)才能
1.23? Think of new improved way during ability to business, revenue and saving ideas.
在業(yè)務(wù)、收益與節(jié)約上有改進(jìn)方式的思考能力
1.24? Computer Literate.
精通計(jì)算機(jī)
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2. Essential Job Functions首要工作職責(zé):
2.1???? Leadership / Mentoring role for Front Office employees.
對(duì)于前廳部門的員工起到領(lǐng)導(dǎo)/指導(dǎo)的角色
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2.2???? Maintain complete knowledge of all Front Office department policies/service procedures.
保證熟知前廳部門的政策/服務(wù)程序
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2.3???? Maintain complete knowledge at all times of:
時(shí)刻保持了解：
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? All hotel features / services, hours of operation.
?酒店所有特色/服務(wù)與運(yùn)營(yíng)時(shí)間
? All room types, numbers, layout, décor appointments and location.
所有的房型、房號(hào)、布局、裝飾品設(shè)施與地點(diǎn)
? All room rates, special packages and promotions.
所有房?jī)r(jià)、特價(jià)活動(dòng)與促銷活動(dòng)
? Daily house-count and expected arrivals / departures.
每日房間數(shù)量及預(yù)計(jì)準(zhǔn)備到達(dá)與離店的數(shù)量
?? Room availability status for any given day.
任何給定一天的可用客房狀態(tài)
? Scheduled in-house group activities, location and times.
安排內(nèi)部的團(tuán)體活動(dòng)的地點(diǎn)與時(shí)間
? All hotel and departmental policies and procedures.
所有酒店部門的政策與程序
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2.4???? ?Evaluate the staffing requirements and prepare work schedules weekly, adhering to budget goals.
評(píng)估人員配備需求并準(zhǔn)備每周的工作時(shí)間表，遵守預(yù)算目標(biāo)
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2.5???? Complete daily walk-through of Front Office department areas observing the following and instructing designated personnel to rectify any organization deficiencies :
完成每日前廳部門區(qū)域的巡查，觀察指導(dǎo)指定職員以改正任何組織不足
? Staffing - numbers, appearance, attitude.
?員工-編號(hào)、儀表與態(tài)度
? Service - appearance, merchandising, attitude.
服務(wù)-儀表、推銷與態(tài)度
? General crispness, quality and consistency of operation.
質(zhì)量以及操作的穩(wěn)定性
? Storage areas - organization, cleanliness, inventories and care of equipment.
?存貯區(qū)-組織、清潔、存貨與設(shè)備的護(hù)理
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2.6???? Review and respond to daily operational demands as it relates to the hotel.
審查和應(yīng)對(duì)涉及到酒店的日常業(yè)務(wù)需求
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2.7???? ?Monitor effectiveness of departmental staffing guide.
監(jiān)督部門員工的效益
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2.8???? ?Ensure that sufficient staffing is present to meet the daily business demands.
確保足夠的人員來(lái)滿足日常的業(yè)務(wù)需求
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2.9???? ?Ensure payroll is documented and submitted accurately and promptly.
確保工資單的記錄并準(zhǔn)確和及時(shí)的提交
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2.10? ?Conduct performance appraisals of designated staff as required.
按要求為指定員工進(jìn)行績(jī)效評(píng)估
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2.11? ?Handle all disciplinary counseling as needed according to Ritz-Carlton Beijing, Financial Street policy.
根據(jù)北京金融街麗思卡爾頓的政策處理所需的紀(jì)律咨詢
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2.12? Monitor and maintain the condition of The Lobby and monitor security of public areas of the hotel.
監(jiān)督與保持大廳的狀況以及監(jiān)督酒店公共區(qū)域的安全
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2.13? Establish par levels for supplies and equipment.
建立用品與設(shè)備的平均水平
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2.14? ?Provide training, development, professional discipline, and positive support for all department employees to ensure qualitative standards and growth, depth and development.
2.14 對(duì)于所有部門的員工提供培訓(xùn)、開(kāi)發(fā)、專業(yè)知識(shí)以及積極的支持，確保質(zhì)量標(biāo)準(zhǔn)、深度與發(fā)展
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2.15? ?Monitor interviewing and selection of all departmental positions to ensure consistency in administering direction, development of quality, depth and growth, and maintenance of positive motivation, morale and efficiency.
監(jiān)控面試事宜和選擇各部門的職位,以確保管理方向、發(fā)展的質(zhì)量、深度和增長(zhǎng)的一致 性,并保持維護(hù)良好的積極性、精神狀態(tài)和效率
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2.16? Create and maintain a quality, professional work environment.
創(chuàng)建與保持一個(gè)有質(zhì)量并專業(yè)的工作環(huán)境
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2.17? ?Monitor and handle guest comments.
監(jiān)督與處理客人的評(píng)論
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2.18? ?Anticipate guests’ and employees’ needs and respond promptly.
滿足客人與員工的需求并迅速做出回應(yīng)
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2.19? ?Coordinate all group requests and needs.
協(xié)調(diào)所有團(tuán)體的需要與請(qǐng)求
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2.20? ?Promote positive guest relations at all times.
始終保持促進(jìn)積極的客戶關(guān)系
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2.21? Conduct pre-shift line-up to review information pertinent today’s business
進(jìn)行上班前的晨會(huì)并回顧一天的業(yè)務(wù)相關(guān)信息
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2.22? ?Facilitate departmental strategic planning meetings.
促進(jìn)部門戰(zhàn)略規(guī)劃的會(huì)議
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2.23? Successful completion of the training/certification process.
成功完成培訓(xùn)/認(rèn)證過(guò)程
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2.24? Ensure all FO staff understand the goal and objective of Front Office Department in terms of service, performance and financial.
確保所有前廳部員工了解前廳部有關(guān)于服務(wù)、績(jī)效與財(cái)政的工作目標(biāo)
