Front Office Manager 前厅部经理

职责描述：
This position is concerned with overall responsibility over Front Office operation and team members within the hotel and a liaison role with all other departmental managers. 此职位的工作职责包括负责整个前厅部的运营工作和前厅员工的管理工作，同时负责与其他部门经理之间进行有效的沟通。
1. To be responsible for the maximization of room revenue and profit through commercial rooms management; ensuring a consistently high standard of customer service within the department. 通过有效的商业运营，达到酒店利益的最大化；确保部门员工给客人提供一贯高标准的服务。
2. To maximize room sales and revenue for the hotel. Planning and monitoring of upselling campaign in FO. 为酒店创造最高的收益。制定计划并时时监控前台已实施的促销活动。
3. To ensure commercial management techniques of availability control are applied, to achieve the maximization of room sales and revenue. 确保运用商业管理手段所达到的有效管理是可行的，并获得客房出租利益的最大化。
4. To make all decisions regarding overbooking the hotel on same day, ensure all over-bookings are decided by a member of management. Overbooking levels for future days will be monitored by the Revenue Manager. 全权处理同一天内酒店内的超额预定，并确保所有的超出预定由管理层的一名成员决定。超额预定的标准需要应收经理进行有效的监控。
5. To maintain a high standard of customer relations/customer service within Front Office. 维护并保持前厅部与住店客人之间良好的关系，同时提供高标准的服务。
6.To ensure Front Office operates with a sales attitude, and all team members are aware of sales opportunities within the hotel which will assist with the maximization of revenue. 确保时时保持销售的心态运营和管理前厅部，并确保员工也具有此种销售意识，这对于实现酒店收入的最大化有良好的辅助作用。
7. To ensure the necessary forward planning is carried out to achieve the pre-set annual budget for room revenue. 确保实施必要的及时计划已达到年度收入预算。
8. To keep senior management informed of any risk or opportunity in relation to the pre-set performance figures. 保持向高层管理人员通报任何风险或者是任何发展机会，这些风险或机会关系到酒店预先设定的业绩数字。
9. To ensure availability is reviewed as per minimum required standards. 按照标准程序，及时管控房间的可卖状态。
10. To ensure accurate advance booking count and forecasting is carried out. 采取措施以确保准确的提前预订计数和预测。
11. To ensure all Front Office personnel are aware of all room sales/revenue targets and are kept informed of performance results. 确保前厅部所有的工作人员都知道客房收入目标，并获知业绩。
12. To adhere to company credit policies to ensure revenue expected will be received. 根据公司的信用政策，确保达到预期的收益目标。
13.To monitor competitors performance both past and future to ensure correct selling strategies are applied. 通过对竞争对手过去和将来的观察，制定正确的销售策略。
14. To develop and maintain a high performance of communication relating to business opportunity between the hotel and the Sales and Revenue offices. 与销售部门和收入部门发展和保持关于寻找商业发展机会上高效的沟通。
15. To ensure a high standard of liaison is maintained between Front Office and all other departments within the hotel. 确保维护前厅部与酒店其他部门之间高效的接触和沟通。
16. Contributes to the hotel and team by sharing new ideas and suggestions for improvements, being innovative and creative to provide quality service and customer care to team members and guests. 致力于酒店工作，为酒店发展提供建议，有创新精神，为顾客提供品质服务。
Specific Job Knowledge, Skill and Ability工作技能技巧要求：
1.Awareness and sensitivity to the concept of luxury and quality.对奢华和质量的高度灵敏。
2.Responsive and genuine with customers.对客人负责、诚恳。
3.Confident with customers.对客人自信。
4.Communicates effectively and clearly.有效清晰交流。
5.Inspires co-operation and commitment.灵感合作和许诺。
6.Actively listens and builds on other ideas.积极聆听、多方位思考。
7.Effectively understands and uses resources.有效理解和利用资源。
8.Is culturally sensitive.对文化敏感。
9.Good written and verbal skills.良好写作和口头表达能力。
10.Strong leadership and people management skills, added with good training skills. 强壮的领导和人员管理技能，附加培训技能。
11.Guest oriented and able to confidently build and exceed the service standards. 以客户为导向，并能够自信地建立和超过服务标准。
12.Strong interpersonal skills and attention to detail. 强壮的人际处理能力并关注细节。
Required Qualifications必要的资历要求：
Related university degree, excellent command of written and spoken in English and Chinese language大专以上学历，良好的中英文读写能力。
3 or 5 years of extensive Front office operating experience.三至五年相关前厅部管理经验。