值班经理 Duty Manager

职级： 5级副经理
Job Level: Level 5 AM
汇报给: 前厅经理
Report to: Front Office Manager
职位描述 Job Description
1.确保所有前厅部员工遵循品牌承诺并始终提供优异的对客服务。
Ensures that all Front Office associates deliver the brand promise and provide exceptional guest service at all times.
2.礼貌而高效地处理所有客人和内部的投诉和询问，确保问题得到圆满解决。
Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
3.以协助和灵活的态度与其他管理层员工密切合作，关注酒店的整体成功和客人的满意度。
Works closely with other management personnel in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
4.与相关部门经理和前厅部员工合作，通过合理的收益管理，升级促销和房间安排，达到客房的销售和收入的最大化。
Maximises rooms’ sales and revenues for the hotel through appropriate yield management, up-selling and inventory management initiatives, working closely with the relevant Heads of Department and Front Office associates.
5.发扬“群策群力”的精神，确保前厅部员工与其他部门在工作中相互支持、灵活变通。
Ensures that the Front Office associates work in a supportive and flexible manner with other departments, in a spirit of “We work through Teams".
任职条件 Criteria：
1.具备1年及以上奢华酒店品牌前厅部副理或同级别岗位工作经验，熟悉奢华酒店前厅运营流程。
Possess at least 1 year of working experience as Assistant Front Office Manager or equivalent position in luxury hotel brands, familiar with the operation process of the front office in luxury hotels.
2.拥有卓越的对客服务意识与服务技巧，善于倾听宾客需求，能高效解决宾客诉求，维护酒店高端服务形象。
Have excellent customer service awareness and skills, be good at listening to customers' needs, efficiently solve customers' demands, and maintain the high-end service image of the hotel.
3.具备成熟的团队管理能力，能合理统筹前厅班组工作，指导、激励团队成员，提升团队整体服务效率与专业素养。
Have mature team management capabilities, be able to reasonably coordinate the work of the front office team, guide and motivate team members, and improve the overall service efficiency and professional quality of the team.
4.英语听说读写能力流利，可熟练运用英语与外籍宾客进行无障碍沟通。
Fluent in English listening, speaking, reading and writing, able to communicate with foreign guests smoothly in English.