客房部-客務-夜間值班經理 Rooms-Front Office-Night Duty Manager

The Night Duty Manager assists the Front Office Manager in managing the night operations of the Front Office department. The individual is responsible for ensuring team member's productivity, monitoring efficiency of all processes and creating a positive work environment. 1.Oversee and manages the daily operations of the Front Office and ensures that all team members comply with service standards, departmental policies and operating procedures set by the hotel. 2.Build strong relations with all guests, noting special attention to the hotel's VIPs and return guests to ensure long lasting guest loyalty. 3.Handling complaints and resolving service 'Glitches', keep a record of all feedbacks under the appropriate system. Ensures that the issues are resolved in a timely manner to guests' satisfaction. 4.Lead the daily line-up meeting and constantly remind colleagues of the Capella Service Standards and Culture Philosophy. Attend all Head of Department and any operations related meetings. 5.Oversee personalized check-in and personalize check-out procedures, including reservations and financial transactions. Liaise with Credit Manager on credit check report on a timely basis. 6.Provide technical expertise and knowledge of the PMS (e.g. OPERA) system to all colleagues. Supervises, support and coach team members on system functions as required. 7.Monitor daily room reservations, ensure that room assignments and room readiness prior to guest arrivals. Promote cross selling of hotel's offer and upsell of rooms to maximize revenue generation opportunities. 8.Oversee personalize check-in and personalize check-out procedures, ensure that all VIPs and special attention guests are greeted promptly by management upon arrival. 9.Maintain an up-to-date knowledge of the hotel daily services, activities, promotion, and event. Effectively communicate and update all team members on any changes to ensure guests receive up-to-date information. 10.Coordinate with Learning and Development Manager on standard testing, identify training needs and provide guidance to improve team members' performance. 11.Ensure all team members recognizes the importance of Forbes standards as to deliver excellent audit and service performance. 12.Assist in shift coverage in absence of Night Manager and or team members when necessary. 夜間值班經理將協助客務經理管理客務部門的夜間日常運作。負責確保團隊的生產力、控管各項流程的效率並創造積極的工作環境。 1.監督和管理顧客服務部門的日常運營，並確保全體成員皆遵守酒店制定的服務標準、部門政策和操作步驟。 2.與顧客建立緊密的關係，辨識任何特殊需求的顧客、回訪客和 VIP，以建立長久的顧客忠誠度。 3.處理並排解顧客訴願，在系統內登錄顧客意見回饋。確保問題及時解決，讓顧客滿意。 4.主持每日會議並時時提醒嘉佩樂服務標準和文化理念。出席部門主管和營運相關會議。 5.監控個人化入住與退房程序，包含訂房和財務交易。定時與信用經理確認信用檢查報告。 6.提供 PMS（例如 OPERA）系統的專業知識。依照系統需求管理、支援和指導團隊成員。 7.監控每日訂房，確保在顧客抵達前已妥善分配並準備好客房。帶動酒店產品與服務的交叉銷售和追加銷售以提高營收。 8.監控個人化入住與退房程序，確保特殊貴賓和 VIP能夠在抵達時立即受到管理層的歡迎。 9.隨時掌握酒店日常服務、活動、促銷等最新資訊。若有任何變更，需向團隊成員更新以確保顧客收到最新資訊。 10.與訓練與發展經理協調服務標準測試，確認培訓需求並提供指導以提高同事們的績效。 11.確保所有團隊成員充分了解富比士服務標準對於提供卓越審核和服務績效的重要性。 12.當夜班經理和/或團隊成員不在的情況下協助值班。