Main Duties /主要职责：
1. To have complete knowledge of the operational systems at Front Office, Service Centre and any other related systems.
2. 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。
3. To have complete knowledge of Libre Resort standard operating policies and procedures.
4. 全面掌握丽朗度假村标准操作政策和程序方面的知识。
5. To have complete knowledge of Libre Resort Program e.g. Guest History.
6. 全面掌握丽朗度假村会员活动知识。例如客史记录。
7. Maintains department organization, manning and productivity, ensuring a smooth operation based on forecasted occupancy.
8. 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。
9. Identifies staff training requirements and service improvements areas.
10. 识别员工的培训需求和服务中需要提高的区域。
11. Supervises and guides all staff to ensure that Resorts policies and procedures are adhered to.
12. 管理和引导员工并且确保度假村政策和程序的执行。
13. Creates a positive and highly motivated working environment that promotes and develops teamwork.
14. 创造积极和谐的工作环境以促进和发展团队精神。
15. Utilizes and develops communication tools and channels for the dissemination of information and workflow amongst all sections and divisions.
16. 利用和发展沟通交流的工具和途径， 为各部门之间进行很好的工作信息和流程的传递。
17. Monitors for the accurate maintenance of guest history database.
18. 监督客史数据库的维护。
19. Ensures guest preferences are collected and action upon in order to delight our guests.
20. 确保宾客喜好表的收集和行动实施，以便在对客服务中使我们的宾客喜出望外。
21. Drives customer delight and retention by being a role model in delighting guest in every single interaction.
22. 推动喜出望外的宾客忠实感必须在每一次的对客服务接触中成为令宾客喜出望外的模范。
23. Actively obtains feedback from guests and inform the relevant departments the actions taken to rectify the feedback and to ensure guests’ satisfaction.
24. 积极地获得客人的反馈意见并且通知相关部门改善客人的反馈意见， 确保客人的满意度。
25. Develops and implements guest recognition program.
26. 发展和实施感谢回头客人的宾客认知计划。
27. In all incidents, provides management and department heads with reports and takes action to avoid repetition of any incidents, accidents, theft and complaints.
28. 给管理层和部门经理提供事件报告， 以便付诸行动避免事件， 意外， 偷窃行为和投诉的发生。
29. Reviews quality standards and service standards on regular basis and ensures compliance to Libre Resort Experience.
30. 定期地回顾质量标准和服务标准，并且使其符合丽朗度假村体验。
31. Checks the log book to ensure the quick and correct handling of guest requests.
32. 抽查记录本，确保快速准确地解决客人的需求。
33. Analyzes and solves any recurring problems that arise.
34. 分析和解决多发问题。
35. Ensures staff are trained to understand and complete all common requests.
36. 确保员工的培训，理解并执行对客的要求。
37. Notes, collects and actions on any guest’ preferences.
38. 记录、收集宾客的喜好并予以落实。
39. Practices visible management, including daily interaction and courtesy calls with guests.
40. 实现可视管理包括每日与客人沟通和礼仪电话。
41. Ensures that all guest complaints are handled efficiently and politely.
42. 确保及时有效而得体地处理宾客投诉。
43. Analyzes cause for complaint and take action to minimize any reoccurrence.
44. 分析投诉原因，采取行动避免再次发生。
45. Update guest history remarks(system) for any guest complaint or comments to make sure delighted service presentation upon next arrival.
46. 将客人的投诉、意见记录在其个人档案内（系统），以便其日后再次入住时，得到喜出望外的服务。
47. Offers all possible assistance to guests at all times.
48. 随时随地为客人提供帮助。
49. Constantly reviews the current procedures and practices to ensure they are simple for staff and guests.
50. 经常地回顾当前程序和操作以确保对员工和客人都是简单易行的。
51. Establishes standards and conducts spot checks of internal controls and ensures compliance.
52. 建立标准并且对内部控制进行抽查，以确保其符合标准。
53. At the start of the each shift , Duty Manager must familiarize himself/herself with.
54. 每个工作班次开始时，值班经理必须熟系以下内容：
55. Room Situation in the Resorts and in the City
56. 本度假村和当地酒店的房间情况。
57. Checks on status of room blocks and discrepancies
58. 核对房间安排和差异的状态。
59. Staff roster
60. 员工排班。
61. Monitors and follow ups on expected check ins and check outs
62. 监控和追踪预计入住和离店的情况。
63. Reports from the end of previous shift
64. 交接上个班次的报告。
65. Correspondence bearing the current shift
66. 承担当前班次的信件和资料。
67. Limousine log
68. 订车记录本。
69. Ensures the Night Audit process is carried out successfully.
70. 确保夜审程序的顺利。
71. Ensures that charges reflected in the interface Lost Postings, permanent folio are correctly transferred to the respective guests.
72. 确保系统的漏帐可以得到及时的纠正和转到客人的帐单上。
73. Is responsible for the smooth operation of the hotel. Make decisions on all matters involving guest contact with Resorts employees. In the absence of the Front Office Manager, has full authority on all decisions.
74. 负责度假村正常的营运。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。
75. Monitors current home status, room availability
76. 熟知当前的房态及可卖房情况。
77. With approval, adjust rate strategies if revenue opportunities demands.
78. 如有提高收益的机会，得到相应批准后，调整房价政策。
79. Monitor efficiency levels in Front Office.
80. 监督前厅部的工作效率。
81. Ensures Front Office Service Associate staffing deployment appropriate for business volume.
82. 保证前厅宾客服务员的人手安排根据营业状况合理得到分配。
83. Ensures all employees are performing the assigned tasks with adhered the standards.
84. 保证所有的员工按标准完成所分派的任务。
85. Monitor wastage and energy consumption throughout the Resorts.
86. 监督全度假村能源的损耗情况及用量。
87. Ensures all employees are practicing recycle wastage at all times.
88. 确保每个员工能够始终做好废物再利用。
89. Contribute suggestions concerning Environmental issues.
90. 为环保方面提供良好的建议。
91. Maximizes every opportunity to increase revenue by up selling the Value Guest Rate program.
92. 通过促销超值房价来争取每一个机会以扩大利润。
93. Responsible for providing accurate Rooms Revenue report and report all finding of discrepancies.
94. 提供准确的客房收益报告和汇报所发现的差异。
95. Highlights important points from Daily VIP arrival list, occupancy forecast vs. Actual occupancy. Review the previous activities and discuss about the positive and negative performances.
96. 关注每日抵店贵宾报告中的重点内容及预计客房出租率和实际客房出租率，回顾前期的行为，并讨论积极和消极的表现。
97. Highlights VIP arrivals, reviews meeting and banquet functions for the day, reviews positive and negative comments received, inform employees on room status situation.
98. 注意贵宾客人的抵达，检查每日的会议和宴会，回顾收到的肯定和否定的意见，通知员工房态状况。
99. Checks and verifies the Rate Variance Report and informs the Front Office Manager of any irregularities in rates accorded.
100. 检查和核对房价差异报表， 有任何不妥之出及时通知前厅部经理。
101. Checks on High Balance Reports on the weekends and on Public Holidays.
102. 周末和公共假期检查高额风险报表。
103. Ensures that no-show report is handed over to the Front Office Manager to review no-show charges the next day.
104. 在第二天确保no-show报告准时递交前厅部经理参阅。
105. Ensures all relevant reports are printed and signed off, filed or handed over to Morning Shift.
106. 确保所有相关报告的打印和签收， 并且存档转交给早班。
107. Authorizes all rebates and paid-outs according to the limits set by Management.
108. 根据管理权限， 所有帐目冲减和信用卡提现必须给予批准。
109. Inspections the lobby, public areas and the heart of house, taking corrective action where needed.
110. 巡视大堂，公共区域和中心区。 有任何不妥之处， 立即采取行动。
111. Regularly walks around the lobby to establish rapport with the guest, play a customer contact role.
112. 定期巡视大堂，与客人交谈，与他们建立良好关系。
113. Be responsible and receptive to guest complaint, should analyze and within the limitation set, make correct and quick decision to ensure total guest satisfaction whilst also protecting the hotel property and revenue.
114. 负责接受客人的投诉对之分析并在权限范围内做出快速正确的判断，以确保客人的满意度及保证酒店的财产和收入。
115. Services will be professional and predictable but flexible enough, when necessary, to adhere to the individual needs and wants of guests.
116. 服务要专业及有预见性，而且要在有需要时有充分的灵活性以达到客人的期望值。
117. Maintains a detail record of all incidents (guest or employee) all finding and other relevant items to the events in the Logbook. Where discretion is required, reports directly to Front Office Manager.
118. 确保详细记录发生所有意外（客人或员工）和其他相关的事件在交接本上。有必要时，直接向前厅部经理报告。
119. Maintains record of guest feedback and takes remedial action to resolve problems.
120. 记录客人反馈的意见并加以解决。
121. Coordinates and cooperates with all other operating department and must have strong relationship and interaction with all Resorts guest, visitors and members of the local community.
122. 与其他运作部门进行协调合作，并和所有度假村客人，拜访人员和当地政府组织建立良好的关系。
123. Attends meetings as required by the Front Office Manager.
124. 按规定参加前厅部经理组织的会议。
125. Ensures there is a healthy and strong communication link between the various Front Office Department and other department.
126. 确保前厅各部门之间以及建立与其他部门之间良好的沟通。
127. Ensures briefings and shift hand-over are carried out in a professional and regular manner.
128. 确保简会和交接班要简明、扼要及专业。
129. Monitors performance standards, reporting issues / concerns as needed.
130. 监督服务标准，必要时须向上级汇报。
131. Models the Vision, value and behavioral standard set forth by the Management.
132. 以管理层设定的要求树立榜样。
133. Should present himself as a Senior representative of managers in handling of all guest request and complaint concerning services affecting the Resorts operations.
134. 需要代表度假村管理层解决客人需要及处理涉及服务以至影响酒店运作的投诉。
135. To provide supervision, direction and leadership to all Front Office personnel, to be firm but fair treatment to all employees.
136. 对于前厅的员工进行监督，指导和领导，确保公平公正地对待所有员工。
137. Ensures all confidentiality of the guest is strictly enforced.
138. 确保客人的个人信息得到严格地保密。
139. Directly supervises the Front Office employees and ensure the punctuality, proper appearance and correct behavior of the night guest Service Associate, telephone operators and bellman.
140. 直接监管前厅部员工以确保上通宵班人员包括总机及礼宾部员工工作的出勤率及其仪容仪表及工作表现。
141. Observes the activities of F&B outlets with the outlet managers / supervisor concern and reports any discrepancies to the Front Office Manager / F&B department.
142. 与餐饮部服务经理一起监管餐饮部状况，并向前厅部经理及餐饮部上报任何服务上的差异。
143. Maintains and keeps a logbook for documenting relevant activities and events daily.
144. 每日在工作交接本上记录相关的活动和宴会会议。
145. Shall oversees the Resorts overall operation during the night and work very closely with Security department.
146. 在夜间，应监管整个度假村的营运状况，并且与保安部保持密切的联系。
147. Ensures proper hand-over of logbook and information at the end of each shift.
148. 换班时确保工作交接本和信息的交接。
149. Record all physical defects identified and use appropriate work order forms.
150. 记录所有存在的缺陷并开具相应的施工单。
151. Reports directly to the Front Office Manager regarding important information, problems and relevant actions taken, on and on going basis throughout the day.
152. 及时直接向前厅部经理报告重要信息，问题和采取相应措施。
153. Ensures everyone takes ownership of Resorts equipment’s and timely reporting of malfunction or maintenance deficiencies to appropriate area.
154. 确保所有的人在维护酒店设备上都有主人翁精神，将设备的故障或需要维修的地方及时报告给相关部门。
155. Overseas maintenance and handling of equipment used and reporting malfunction or maintenance deficiencies to appropriate area.
156. 监控设备的使用和维修并向相关部门汇报故障和所需维修的地方。
157. Should at all times act as eyes and ears of Hotel Management, immediately relaying information and details.
158. 一贯保持成为管理层有力的左右手，有新信息即时上报所有信息和细节。
159. Adheres to the procedures set for attendance and time keeping.
160. 坚持考勤程序的执行。
161. Adheres to the provision outlined in the Employee’s Handbook, Disciplinary Code and Rules and Regulations.
162. 坚持贯彻员工手册，奖惩措施，规则章程中的规定。
163. Reduces waste supplies and materials by re-using or selling.
164. 通过废物再利用和卖旧货减少物资浪费。
165. Recycles, whenever possible.
166. 尽可能地循环再用。
167. Ensure implement OHSAS18001.
168. 坚持履行职业健康安全体系的标准
169. Finishing other work assigned by superior leader.
170. 完成上级分配的其它工作。
171. Performs any other duties or tasks as assigned by the Director of Guest Service.
172. 执行和完成宾客服务总监分配的其他管理职责和特定的工作。
173. Ensures all Front Desk personnel are familiar with emergency procedures. In case of such situation, coordinates all actions with primary focus on life and second on property protection.
174. 确保所有部门员工熟悉紧急程序，万一发 生紧急事件，一切以生命第一，财产第二的原则采取措施。
175. Fully responsible for all emergency cases in the absence of the General Manager, Deputy General Manager and Division Heads. Must be thoroughly knowledgeable with the resort emergency procedures. Ensures maximum safety of the guests, patrons and employees during emergencies, the protection of the resort’s interest must be the major concern of him.
176. 在总经理，副总经理和部门总监不在的情况下，负责处理所有紧急事件。必须完全了解度假村的应急程序，确保在紧急情况发生时，顾客和员工的安全能得到最大的保证。并要注意度假村利益的保护。
177. Finish extra tasks arranged by superior randomly.
178. 完成上级临时安排的其他工作任务
Qualification: 任职要求
1. Presentable, Communication skills, Good Health， Articulate.
2. 良好的外貌，沟通良好，身体健康，语音清晰
3. Fluent in oral and written English.
4. 流利的英文口语及书写能力
5. College graduate or Certificate in resort Management.
6. 大学毕业文凭或度假村管理毕业证书
7. At least 2 years’ experience in same Operations.
8. 至少2年的同职位工作经验
9. Leadership skills and excellent inter-personal skills, Displays initiative, commitment to professional values and integrity.
10. 领导能力和人际交往能力,主动性,专业价值和诚信为承诺
11. Able to work flexible hours.
12. 能适应灵活的工作时间
13. Demonstrate and practice the Guiding Principle according to the Libre Resort One Team One Way towards excellence.
14. 根据丽朗度假村齐心协力，步调一致，力争卓越的企业文化来实践和体现我们的指导原则。
15. In the absence of other managers.
16. 如果其他部门经理不在时：
17. Authorizes paid-out, rebates, cash advances, check acceptance per established procedure.
18. 依据程序授权现金退款，冲减，信用卡提现，支票接受。
19. Authorizes billing requests and grants credit arrangement in line with the Resorts’ laid down policies.
20. 根据的政策，对付帐方式和信贷关系允许使用信用卡授予权力。
21. Coordinates all necessary action to be taken to ensure maximum possible guest satisfaction within the prescribed procedures of the Resorts.
22. 根据酒店规定的程序，协调所有必要的措施，以尽可能地保证客人最大程度的满意。
23. Must assist and promote inter-Resorts sales and in-house facilities.
24. 必须协助和提高酒店内部产品的销售以及客房的设备。
25. If necessary, conduct house inspection for Incentive Groups in the absence of a sales person.
26. 在销售代表缺席的情况下，如有必要跟踪奖励团队的情况。
27. Maintain and updates standard operation manual.
28. 修改和更新标准操作程序手册。
29. To practice sound decision making and evict undesirable persons from the hotel.
30. 察言观色，婉拒不受欢迎的人。
31. In the event of full house situation,coordinates with Front Office Manager to relocate guest to another hotel and issued Pledge Relocates accordingly.
32. 如果出现满房的情况，与前厅部经理讨论协调，把客人妥善安置到其他酒店，发给客人免费住宿券。
33. Performs any other duties or tasks as assigned by the Front Office Manager.
34. 执行和完成前厅部经理分配的其他管理职责和特定的工作。
35. Ensures that procedures set with regards to guest confidentiality are strictly adhering to.
36. 确保有 关对客保密的程序严格地执行。
37. Ensures all Front Desk personnel are familiar with emergency procedures. In case of such situation, coordinates all actions with primary focus on life and second on property protection.
38. 确保所有部门员工熟悉紧急程序，万一发 生紧急事件，一切以生命第一，财产第二的原则采取措施。
39. Coordinates with Security in investigation of irregularities if required.
40. 如有需要，与保安部合作调查一切异常情况。
41. Monitors report and make recommendations on security and safety issues, both guestand employees as noted during shift.在当班过程中检查，汇报并提出一切有关客人和员工安全保安方面的建议。
42. Schedules and regularly conducts routine inspection of all areas directly pertaining to resorts operations, closely scrutinizing to ensures all minimum standards are meet and exceeded.
43. 定期巡查度假村公共区域，确保要细节上达到并超越酒店最低标准。
44. Is fully responsible for all emergency cases in the absence of the General Manager, Resident Manager and Division Heads. Must be thoroughly knowledgeable with the hotel emergency procedures. Ensures maximum safety of the guests, patrons and employees during emergencies, the protection of the hotel’s interest must be the major concern of him.
45. 在总经理，驻店经理和部门总监不在的情况下，负责处理所有紧急事件。必须完全了解酒店的应急程序，确保在紧急情况发生时，宾客和员工的安全能得到最大的保证。并要注意酒店利益的保护。
46. Shall take control over small emergency situation and exercise authority confidentiality in some cases.
47. 处理突发事件以及对其进行保密。
48. Ensures that the environmental initiatives are adhered to in the work place.
49. 坚持环保优先的工作环境。
50. Observes departmental best practices.
51. 观察部门最佳操作规程。
52. Is personally committed to Libre Resort ’s Vision, Mission and Values.
53. 遵守对丽朗度假村酒店的前景，使命和价值观的个人承诺。
54. Communicates the Vision, Mission and Values to all staff.
55. 与员工交流酒店前景，使命和价值观。
56. Knows, understands and is committed to the principles of Libre Resort Care.
57. 认识，了解并忠诚于热情好客丽朗度假村原则。
58. Leads the implementation of Libre Resort Care training to the Department.
59. 领导部门实施热情好客丽朗度假村情的培训。
60. Fully implement Libre Resort Experience to the Department.
61. 领导部门全面贯彻丽朗度假村体验。
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