夜班值班经理岗位职责

此岗位为夜班值班经理岗位，需要适应长期夜班班次，具体班次为22:30-07:30【职位描述】值班经理负责监督宾客服务/前台团队，确保团队成员做好准备并充分了解情况，为宾客提供从入住到退房的卓越体验。我将做些什么？作为值班经理，您将监督宾客服务/前台团队的工作，该团队是宾客、酒店和酒店各部门之间的主要联系纽带。值班经理负责管理宾客的*印象，因此必须以*高标准执行以下任务：• 监督整个宾客服务/前台的运作，以保持高标准。• 评估宾客满意度水平并监控趋势，注重持续改进。• 以*佳房价*大限度地提高客房入住率，并利用向上销售技巧推广酒店服务和设施。• 制定部门目标、工作计划、预算、政策和程序。• 监督前台团队成员的仪容仪表、工作标准和工作表现，注重培训和团队合作。• 确保团队成员掌握酒店产品、服务、价格和政策的*新知识，以及当地的知识，并不断接受培训，以学习和理解政策和惯例。• 与酒店各部门保持良好的沟通和工作关系。• 监控人员配备水平，以满足业务需求。• 召开月度沟通会议并制作会议记录。• 按照公司政策和程序管理员工绩效问题。• 遵守酒店安保、消防规定和所有健康与安全法规。• 在使用前厅系统时，遵守相关政策和程序。This position is a night shift duty manager position, need to adapt to the long-term night shift, the specific shift f22:30-07:30.A Duty Manager supervises the Guest Service/Front Office Team to ensure that Team Members are prepared well-informed to deliver our Guests an exceptional experience from check-in through check-out.What will I be doing?As Duty Manager, you will oversee the Guest Service/Front Desk Team which is the main connection between the Guest, the hotel, the various hotel departments. A Duty Manager is responsible fmanaging the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:Oversee the entire Guest Service/Front Office operation to maintain high standards.Evaluate levels of Guest satisfaction monittrends, with a focus on continuous improvement.Maximise room occupancy at best rates use up-selling techniques to promote hotel services facilities.Set departmental objectives, work schedules, budgets, policies, procedures.Monitthe appearance, standards, performance of the Front Office Team Members with an emphasis on training teamwork.Ensure Team Members have current knowledge of hotel products, services, pricing policies, as well as knowledge of the local area, are continuously trained to learn understpolicies practices.Maintain good communication working relationships with all hotel departmentsMonitstaffing levels to meet cover business demands.Conduct monthly communication meetings produce minutes.Manage staff performance issues in compliance with company policies procedures.Comply with hotel security, fire regulations all health safety legislation.Act in accordance with policies procedures when working with front of house equipment systems.【任职要求】我们需要什么样的人才？为希尔顿品牌服务的值班经理总是代表我们的客人与其他团队成员合作。要成功胜任这一职位，您应保持以下态度、行为、技能和价值观：•曾在酒店/休闲/零售业担任过前厅部主管•熟练掌握信息技术•高度的商业意识和销售能力•具有管理和培养人才的经验•具有管理部门和损益表的经验•出色的领导能力、人际关系和沟通技巧•有责任心和应变能力•致力于提供高水平的客户服务•能够在压力下工作•良好的仪容仪表•灵活应对各种工作情况•具有独立工作和团队合作的能力在希尔顿工作会是怎样的体验？希尔顿是*的酒店管理公司，业务涵盖从豪华的全方位服务酒店和度假村到长住套房和中等价位酒店等住宿领域。近一个世纪以来，希尔顿一直为商务和休闲旅客提供*优质的住宿、服务、设施和价值。希尔顿致力于延续其传统，为全球品牌提供卓越的宾客体验。我们的愿景是让地球充满好客的光芒和温暖，我们的团队团结一致，每天在世界各地创造非凡的好客体验。而我们出色的团队成员正是这一切的核心！What are we looking for?Duty Managers serving Hilton brands are always working on behalf of our Guests working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, values that follow:Previous supervisory experience in Front Office within the hotel/leisure/retail sectorHigh level of IT proficiencyHigh level of commercial awareness sales capabilitiesExperience of managing people developing peoplePrevious experience of managing a department Profit Loss accountExcellent leadership, interpersonal communication skillsAccountable resilientCommitment to delivering a high level of customer serviceAbility to work under pressureExcellent grooming standardsFlexibility to respond to a variety of work situationsAbility to work on your own as part of a teamWhat will it be like to work fHilton?Hilton is the leading global hospitality company, spanning the lodging sectfrom luxurious full-service hotels resorts to extended-stay suites mid-priced hotels. Fnearly a century, Hilton has offered business leisure travelers the finest in accommodations, service, amenities value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands.  Our vision “to fill the earth with the light warmth of hospitality” unites us as a team to remarkable hospitality experiences around the world every day.  And, our amazing Team Members are at the heart of it all!

本岗位需要长期夜班
岗位职责：
1.根据当前的和预期的经营需要，按照前厅部的经营政策，工作程序，服务标准协助管理和控制前厅各分部，以确保前厅部工作高效运转及顾客满意。
2.以礼貌和有效的方式处理客人投诉和需求，如需要给相关人员进一步指示确保客人满意，记录所有收到的客人需求。必要时及时跟进。
3.在对客服务高峰期，高度警觉观察服务区域以确保工作正常运转，促进良好的公共关系，对客人投诉采取适当行动确保客人满意。
4.及时更新了解酒店特色，熟悉酒店产品，VIP的抵店和离店，预发事件以回答客人咨询，满足客人要求。
5.完成一系列行政工作，如参加会议，书写报告，将所发事件记录在工作日志，及与工作有关的特殊职责。
6.督促各岗位对客保障服务工作。
岗位要求：
1、2年以上星级酒店工作经验、本职管理工作1年、熟练使用微软办公软件和前台系统。
2、能够适应长期的夜班工作，有英语沟通能力，能够独立与外宾交流。
3、工作认真细致，责任心强、具备一定的组织协调能力、执行力和沟通能力、较强的事务处理控制能力。
4、外貌端正。
本岗位需要长期夜班

【岗位职责】1、负责协调和督促各部门做好夜间的各种工作。协调夜间各部门的工作关系，处理和解决发生的各种问题和突发的各类事件。2、代表总经理接待和迎送夜间到离店的重要宾客，检查有关部门做好服务工作。3、负责酒店夜间的质量管理工作。4、记录当天工作的重要情况，发现的问题及处理的意见和结果。【岗位要求】1、大专以上学历，有同岗位工作经验1年以上。2、懂得酒店管理一般理论知识和酒店管理制度和工作规范。3、熟悉各种应急预案的内容和程序，了解接待礼仪、礼节。4、熟悉外事纪律，了解旅游法规，懂得治安、消防条例等法律、法规等基本知识。5、具有较强的组织、指挥、协调和控制等方面的管理能力，能处理宾客投诉和突发事件。6、会撰写本职范围内的应用文，语言清晰。7、能用一种外语与宾客流利交流。