Job Summary/Purpose: 职责概要：

Duty Manager provides supervision, direction and leadership to all FO personnel under the guidance of the FOM in accordance with the objectives, performance and quality standards established by Shangri-La Wenzhou.值班经理在前厅部经理的领导下提供监督、指导和领导前厅部并使其与温州香格里拉大酒店所制定的目标，服务和质量标准相一致。

Overseas and direct all aspect of day to day public area operations. Proactive and quick to assess area which needs attention and decisive action. Should always be firm but fair treatment among peer and subordinates. Ensures effective communication among all Front Office personnel and other department. Ultimately, the Duty Manager must be an active liaison between management and the guest.

总揽并督导办公区域的日常运作，必须积极主动并及时地判断出需要特别注意及需采取行动的区域。要公平对待同级和下级，确保和前厅部内部及与其他部门保持有效的沟通。同时，值班经理需协调管理层与客人之间的关系。

n To have complete knowledge of the operational systems at Front Office, Service Centre and any other related systems.

全面掌握前厅部，服务中心操作系统专业知识和其他相关系统知识。

n Maintains department organization, manning and productivity, ensuring a smooth operation based on forecasted occupancy.

在预测客房出租率的基础上维持部门组织架构，人员配备的合理性并且确保工作的顺利运行。

n Identifies staff training requirements and service improvements areas.

识别员工的培训需求和服务中需要提高的区域。

n Supervises and guides all staff to ensure that hotel policies and procedures are adhered to.

管理和引导员工并且确保酒店政策和程序的执行。

n Analyzes and solves any recurring problems that arise.

分析和解决多发问题。

n Practices visible management, including daily interaction and courtesy calls with guests.

实现可视管理包括每日与客人沟通和礼仪电话。



n Ensures that all guest complaints are handled efficiently and politely.

确保及时有效而得体地处理宾客投诉。

n Ensures the Night Audit process is carried out successfully.

确保夜审程序的顺利。

n Is responsible for the smooth operation of the hotel. Make decisions on all matters involving guest contact with hotel employees. In the absence of the Front Office Manager, has full authority on all decisions.

负责酒店正常的营运。在客人和员工的事件上有权做决定。 在前厅经理不在时， 值班经理有绝对的权利做决定。

* Monitors current home status, room availability

熟知当前的房态及可卖房情况。

* With approval, adjust rate strategies if revenue opportunities demands.

如有提高收益的机会，得到相应批准后，调整房价政策。



* Monitor efficiency levels in Front Office.

监督前厅部的工作效率。