Assistant Manager 大堂副理 - Hefei, 中国 - The Langham, Hefei

描述

Job Summary

SCOPE 范围

Supervise hoteloperators to ensure that guests are provided with standard and appropriateworking procedures within the service area and regularly patrol the front andrear areas of the hotel. Handle all emergency situations and represent the hotelmanagement when required.

监督酒店对客营运,确保向宾客在服务区域内提供符合标准和适当的工作流程,定期对酒店前区和后区进行巡逻。并在必要的情况下代表酒店管理层处理所有紧急情况。

PRINCIPAL RESPONSIBILITIES 主要职责

· Provide a frontline management contact for guests with escalated service requirements or itemsto be addressed.

根据宾客对于服务和产品的要求,提供身为前线管理层的服务。

· Monitor the hotelfront-of-house operations including room's department, restaurants, bars,banqueting, health club, etc.

监督酒店对客营运部门 , 包括房务部、餐厅、酒吧、宴会厅、健身中心等。

· Provide guidancefor all duty colleagues in case of any service shortfalls.

对值班同事提供引导和指导以避免服务缺失。

· Ensure appropriatestaffing at all service areas, liaise with concerned departments if required.

确保所有服务区域都有适当的人员配备,在必要情况下联系相关部门。

· Coordinate with FrontDesk 、 Service Stylist and Concierge in order to greet all VIPs.

协调前台,迎宾大使和礼宾从而欢迎所有 VIP 客人。

· Maintains positiveguest and colleague interactions with good working relationships.

与客人和同事保持基于良好工作关系的接触。

· Focuses attentionon improving productivity levels and the need to prudently manage utility/payroll costs within acceptable guidelines, ensuring optimum deployment andenergy efficiency of all equipment.

关注改进生产力水平及在可接受的指引下谨慎管理用品 / 薪资,确保所有设备的优化部署和高能效。

· Assists with therecruitment, selection, motivation and development of Front Office employees towork following the operational, financial, administrative philosophies andwilling to become multi skilled and perform multi tasks.

协调好前厅部员工的录用、遴选,激励及职业发展,以在工作中遵循经营、财务及行政管理的理念,并确保员工具有多技能并完成多项工作。

· Monitors employeemorale and provides mechanism for performance feedback and development.

监控员工士气并对工作表现及发展提供反馈。

· Handledissatisfied guests to resolve complaints, take remedial actions immediatelyand follow up as necessary. Ensure all guest concerns are promptly logged andreport to the management in the Duty Manager log.

处理对于宾客不满意而导致投诉,采取立即补救行动在必要时进行跟进。确保所有事件都被真实地记录在值班经理日志中以便查阅。

· Respond to allemergency situations such as fire alarms, theft case, guest accidents ry effort must be made to minimize the disturbance or cause inconvenience tothe hotel guests. Ensure all incidents are properly logged in the Duty Manager log for future reference.

对于紧急情况做出回应,例如:火警、盗窃、宾客意外等。必须将对于宾客的困扰和不便减到最低程度。确保所有事件都被真实地记录在值班经理日志中以便查阅。

· Handle medicalconsultation and treatment requests. Ensure all incidents are properly loggedin the Duty Managers log for future reference.

处理医疗咨询和诊治的要求。确保所有事件都被真实记录在值班经理日志中以便查阅。

· Inspect rooms on aregular basis and report any defects to the relevant departments.

定期 查看客房并向相关部门通报存在的任何需要改进之处。

· Release 'locked'in-room safes.

为已锁客房保险箱的解锁。

· Process doublelock door requests.

处理双重锁门的要求。

· Provide amanagement presence in the lobby and hotel back and front of house areas forcolleagues.

在酒店大堂、前区和后区,为同事们起到管理层作用。

· Ensure front desk service levels are maintained using coaching and training techniquesaligned with the department standards and procedures.

依照部门的标准和程序,结合知道及技能培训从而确保前台保持服务水准。

· Be familiar withthe 1865 program.

熟悉 1865 尊贵会内容。

· Perform all guest related personnel function as required.

在必要时担任任何有关宾客服务的职能。

· Handle colleagueaccidents or conflicts with the appropriate action. All incidents are to beproperly logged in the Duty Managers log for future reference .

对于同事意外或者冲突采取适当的行动。确保所有事件都被真实记录在值班经理日志中以便查阅。

· Ensure a smoothco-ordination between the individual sections of Front Office.

确保与前厅各部门建立良好的合作关系。

· Liaise and workclosely with other departments to resolve any operational issues.

与其他部门保持紧密联系和工作从而解决日常营运遇到的问题。

· Administrative andcorrespondence work including responding to guests complaints or requests with24 hours.

在 24 小时内 处理行政和相关信件处理的工作,包括回复宾客的投诉或要求。

· Conduct floorpatrols together with the Security Officer to all back-of-house areas. Anyirregularities are to be reported.

与保安同事进行后区的巡逻,报告任何不规范的情况。

· Authorizeappropriate rebates, paid-outs, charges to house account and houseuse/complimentary rooms in the absence of a more senior manager.

在更高的管理层不在场时,对于适当的免单、退款、酒店挂账以及同事用房和免费房进行授权。

· Handle undesirablepatrons with the support of the Security Department.

在保安部的协助下应付不受欢迎的宾客。

· Fully understandthe hotel PMS, Vingcard Systems.

理解酒店 PMS 和 Vingcard 系统。

· The Duty Manager must be fully aware of all hotel emergency procedures e.g. typhoon, firealarm, power outage etc. All incidents must be properly logged in the Duty Managerslog for future reference.

大堂经理必须充分了解酒店应急程序,如:台风、火警、断电等。所有突发意外都必须被真实地记录在值班经理日志中以便日后查阅。

· Take charge duringemergency situations and act as the commander of the Emergency Response Team

负责对于紧急情况的处理并担任紧急回复团队的指挥者。

· Perform any duties assigned by the Management.

Education 教育学历

· Certificate/Diploma/Bachelorin Hotel Management or Human Resources Management .

酒店管理类或人力资源管理类证书 / 学历证明 / 学士学位证明。

· Other relateddiscipline .

其他相关专业。

Experience 经验

· Five years relatedworking experience in hotel, at least two years in similar capacity.

五年相关的酒店工作经验,至少两年相关职位经验。

Job Skill/Knowledge 工作技能 / 知识

· Out-goingpersonality.

性格开朗 。

· Good communicationskills.

良好的沟通技巧 。

· Officeadministration experience.

办公室行政经验 。

Computer Knowledge 电脑知识

· Knowledge of MSoffice software.

相关办公自动化知识。

· Opera PMS.

酒店 Opera 系统。

Language Proficiency 语言能力

· Good command ofEnglish and Mandarin, other languages would be an advantage.

良好的英语及普通话掌握能力,掌握其他语言者优先考虑。