Duty Manager 值班经理

Main Responsibilities 主要责任
The Duty Manager is responsible and accountable, under the direction of the Asst. Front Office Manager, for the efficient overall day to day operations of hotel whilst on duty. They are to maintain the highest standard of guest service and satisfaction. The Duty Manager is responsible for engendering team spirit and motivation in all staff. They must also be fair and just in any staff disciplinary action required. The Duty Manager is also expected to be a "hands-on" Manager. By this, we expect that they be prepared to lend "hands-on" assistance if a hotel area/department becomes very busy. It must be emphasized that this "hands-on" assistance must be approached with the "hotel as a whole" in mind, and must not be detrimental to the efficient operations of other areas.
值班经理在前厅部经理的直接领导下，在当班期间负责整个酒店的正常运作。要保持最高的服务水准和赢得客人最大的满意。值班经理对增强员工的团队意识和工作积极性负有责任。并要公正地对待任何一名员工的违纪行为。值班经理要成为经理的助手。当酒店非常忙的时候，值班经理要进行协助工作。需要强调的是值班经理必须有酒店的整体意识，不能妨碍其它部门的有效运转。
Main Responsibilities 主要责任
1. As a representative of Senior Management, the Duty Manager will be called upon to deal with guest problems and/or complaints. In dealing with these situations, the Duty Manager must ensure that they use tact and diplomacy and remain within the organizational policy in rectifying these situations.
作为酒店高级管理层的代表，值班经理要负责处理客人的问题和投诉。在处理这些情况的时候，值班经理要运用自己的聪明才智和外交手腕在酒店组织政策许可的范围内处理好这些问题。
2. The Duty Manager is responsible for receiving and escorting all VIP’s and ensuring that they feel comfortable and welcome on arrival to the hotel.
值班经理要负责重要客人的迎领工作。要确保重要客人抵达酒店时感觉舒适并受到了热情的欢迎。
3. The Duty Manager is responsible for the security control of all hotel keys whilst on duty.
在当班时，值班经理根据安全需要负责控制整个酒店的钥匙。
4. Responsible for security checks of the entire hotel and its equipment on a regular basis each day/evening.
每天/晚需要负责进行整个酒店的安全和日常的设备检查工作。
5. Responsible for attending to, resolving or acting upon any alarms or security breaches that may occur whilst on duty.
负责解决当班期间发生的安全问题。
6. The Duty Manager is to ensure and oversee that the Receptionist/Cashier shift procedures/duties are completed on time and are procedurally correct.
值班经理要负责监督接待员、收银员及时准确地完成本职的日常工作。
7. To ensure that computer reports are done as scheduled.
要确保日常电脑报告的完成。
8. To ensure that on-going pertinent/relevant logbook communication to other shifts is maintained.
负责向其它班次协调交班记录上需要沟通的事项。
9. To assist all area in the Front Office Dept. whilst on duty as required. (Tel: Operator, Reception, FO cashier, Concierge, Bell Desk, Health Center, Business Center)
在当班时间根据需要协助前厅部所有岗位的工作。(总机、接待、前台收银、礼宾部、行李台、健身中心、商务中心)
10. Responsible for assisting in a "hands-on" capacity should the need arise in any outlet or area in the Hotel.
当酒店的餐厅或者其它岗位需要人手时负责协助工作。
11. Brief incoming DM’s on items to be followed-up.
向接班的值班经理简要介绍需要落实的有关事项。
12. Maintain daily an accurate record in the DM’s logbook of items and incidents which may be of concern to management and /or which may require further attention.
如果是管理层需要的或者日后可能需要注意的事情，要如实地记录在值班经理的交班记录本上。
13. To assist as required/requested with the solving of any guest complaints/upsets.
根据需要协助解决客人的投诉和问题。
14. To ensure all outlets open/close on time.
确保所有的餐厅按时开门/关门。
15. Responsible for ensuring all outlets are securely locked-up at their respective close of trading.
负责在所有的餐厅结束营业时，进行安全检查。
16. The Duty Manager is responsible for acting fire and emergency procedures and for contacting Senior Management in case of a fire or emergency whilst on duty.
值班经理要负责执行防火和安全条例，在当班时一旦发生火灾或安全问题要同酒店的高级管理人员联系。
17. Responsible in the absence of the Purchasing Manager and Storeman for receiving/issuing supply of stocks required to all outlets and for ensuring all relevant orders are completed and authorized in line with the purchasing procedures.
在采购部经理和保管员不在时，根据所有餐厅的需要，负责仓库物品的收发工作。所有有关订购的事宜要完全按照采购部的工作程序。
18. To ensure that you as a Asst Duty Manager are constantly aware of and `up-to-date' with all happenings and operations within the hotel. It is vital that you have an obvious presence throughout the hotel, and be visible and moving through public areas and departments continually whilst on duty.
作为一名值班经理，要始终密切关注酒店的运作和最新发生的所有事情。当班期间，必须时刻巡视酒店的各个公共区域和各部门，令员工时刻意识到你的存在。
19. Responsible for ensuring clear and constant communication lines are kept with all staff and hotel departments.
要负责同所有的员工和酒店的各个部门保持良好的沟通。
20. Responsible for providing change to other departments and the correct balancing of the main safe float.
负责同其它的部门换钱并要保证备用金的安全和准确。
21. Ensure that you as an Asst Duty Manager are completely aware of all hotel's services and facilities, outlet operating hours and scope of service.
作为值班经理要对酒店的服务质量和设施设备以及餐厅的营业时间及服务范围了如指掌。
22. Responsible for on going pertinent/relevant log book communication to other shifts/departments.
负责向其它班次/部门协调交班本上有关需要沟通的事项.
23. To acquire through training provided a comprehensive knowledge of hotel's Property Management System (OPERA), Telephone System, Paging System and in-house Movie System.
通过培训，要掌握酒店电脑系统(OPERA)、总机系统、传呼系统和酒店影视系统的综合知识。
24. Responsible for adhering to hotel staff rules and regulations as detailed in hotel’s staff handbook.
要遵守酒店的店规店纪和员工手册。
25. Reviews / follows up matters in Asst Duty Manager logbook
复阅并落实大堂副理的工作日志。
26. Checks with Front office supervisor for room status for the day
与前台主管核实全天的客房情况。
27. Checks daily arrival list for VIPs, regular and all FIT guests. Introduces hotel facilities and special services to guests while rooming. Follows up checks-in.
当天核查重要客人、常客及所有非团体外籍客人的抵店清单。客人住房登记时，应向客人介绍酒店各项设施及特殊服务，并落实客人入住手续。
28. Co-ordinates and follows up immediately with Executive Housekeeper and Engineering Department for any request of guest regarding maintenance and repair in the guestrooms.
客人所提出的客房任何维修服务时，应立即与行政管家和工程部联系合作。
29. Inspects floors, guestrooms and public areas regularly.
定期检查地面、客房及公共区域。
30. Check, make sure that posters, frame and function notice are properly maintained and makes sure the elevators are clean and in proper condition.
检查确保行李架结构与功能完善，电梯清洁，运行良好。
31. Oversees the daily movement of guest activities and be able to resolve any guest complaints and to establish an amicable relationship with guests, clients and customers of the Hotel.
观察客人的日常行为和活动，消除客人的不满并且同客人以及酒店的客户建立起友好的关系。
32. Through close supervision, recommends improvement in operation, especially in the aspects of developing better service standards, increasing revenue and reducing costs.
通过细致入微的管理，改善酒店的运作，特别是在提高服务标准，增加酒店收入及减少损失方面。