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

We are looking fa Night Manager with following duties requirements:我们在寻找一位具备以下特质，并可独立承担相应岗位职责的夜班经理待人选：As a Night Manager, we rely on you to:作为酒店夜班经理，需承担以下主要工作职责：1、Oversee all Front Office operations during the night shift to ensure smooth service guest satisfaction.监督夜班期间前厅部的整体运营，确保服务顺畅并提升宾客满意度。2、Handle guest inquiries, complaints, special requests promptly professionally.及时、专业地处理宾客咨询、投诉及特殊需求。3、Conduct night audits ensure accurate posting of charges financial reports.执行夜审工作，确保账务和财务报表的准确性。4、Monitsecurity safety procedures throughout the hotel during the night shift.在夜班期间监督酒店的安全和安保程序。5、Coordinate with other departments to resolve operational issues ensure seamless guest experience.与其他部门协调，解决运营问题，确保宾客体验顺畅。We are looking someone who:我们寻找的人选需具备：1、Minimum 2 years of Front Office supervisory experience in a hotel environment.至少2年前厅部管理或监督经验，酒店行业优先。2、Strong knowledge of Front Office operations night audit procedures.熟悉前厅部运营及夜审流程。3、Excellent problem-solving, communication, leadership skills.具备优秀的解决问题能力、沟通技巧及领导力。4、Ability to work independently handle emergencies during night shifts.能够独立工作并处理夜班期间的突发情况。5、Good commof English fluent Mandarin; additional language is an advantage.具备良好的英语能力，普通话流利，会其他语言者优先。If you are the right person, what are you waiting for? Click the apply button now!如果您就是合适的人选，那还等什么？马上点击申请按钮吧！