值班经理/夜班经理

Following and comply with each task or job assigned by the department superior leader.
服从上级领导安排的工作和任务。
Take full responsibility and leadership of the whole property operation during the duty shift, both the customer facing staff and heart of house staff.
负责当班酒店前线和后线部门的正常运作。
Directs Front Office operations such as checking in, checking out and providing guest assistance whilst ensuring compliance with all front office policies, procedures, standards and satisfaction of guests’ needs
遵循前厅政策，程序和标准指导前台办理入住、退房，提供客人帮助及满足客人的需求。
Develops and manages the performance of direct subordinates to ensure the efficient running of front office operations.、
管理下属的绩效,确保前台操作有效地运行。
Maximizes hotel revenue by controlling room inventory, group blocking, packages, up selling, reinforcing the late charge policy to maximize REVPAR.
通过控制排房来协调团队、客房促销、增销，通过控制房间库存、安排团房、包价、增销等，制定晚退房等收费政策，最大限度地提高酒店收益。
Handles all customers’ complaints occurring during the duty shift to ensure their satisfaction.
处理发生在当班期间所有客户的投诉，以确保客人的满意度。
Greets VIP guests upon their arrival and escorts them to their room. Establishes good support and offers assistance for the length of their stay.
迎接贵宾的到来,护送他们到他们的房间，与贵宾建立长久良好的关系。
During full house nights, deals with overbooking situations in the most professional and diplomatic matter in order to keep to a minimum level the degree of dissatisfaction of guests inconvenienced by the situation.
在满房的情况下，用专业的外交方式处理超额预定情况，把客人的不满意度降到最低。
Patrols the hotel at least twice per shift to ensure that the hotel is clean, tidy, and safe and that all is proper order. Takes corrective actions if necessary.
每个班次至少巡查酒店两次确保酒店整洁、干净和安全，对不规范的地方采取措施。
Keeps abreast of all emergency procedures, hotel promotions, product knowledge, VIP arrivals, upcoming events and brief direct subordinates accordingly so that all front office staff are able to answer guest requests and questions.
熟悉所有的应急程序措施，了解酒店的促销活动、产品知识，并开会传达VIP抵达和每日的活动等，确保所有前线工作人员都能够自信地回答客人的要求和问题。
Reports on the hotel log book all guest complaints, relevant incidents and matters that need follow up the next day, to ensure consistency and guest satisfaction.
每日记录并发送交班日志关于酒店的客人投诉，及特殊事例需要跟进的事项，确保事件被跟进完成并保证客人满意度。