Overview Duties 职责概述

Reporting directly to the Front Office Manager, the Welcomer Manager is responsible for assisting Senior Management in the overall day-to-day operations of Pullman Shanghai South whilst on duty. At all times the Welcomer Manager is expected to lead by example - their behavior, speech and appearance must be without fault. Their treatment of staff must be courteous and discretionary. Their guest service standards must be the benchmark that sets the levels to be attained by all hotel staff. Welcomer Manager will be available at the Hotel 24 hours a day.

直接向前厅部经理汇报工作，在当班期间，值班经理要协助酒店高级管理层负责整个酒店的运作。值班经理要始终起到表率作用－－不能有错误的言行举止。值班经理必须有选择和礼貌的对待员工。

Main Responsibility

RESPONSIBILITIES AND MEANS 责任和方法

The Welcomer Manager is responsible and accountable, under the direction of the Front Office Manager, for the efficient overall day-to-day operations of hotel whilst on duty. They are to maintain the highest standard of guest service and satisfaction. The Welcomer manager responsible for engendering team spirit and motivation in all staff, they must also be fair and just in any staff disciplinary action required. The Welcomer Manager is also expected to be a "hands-on" Manager. By this, we expect that they be prepared to lend "hands-on" assistance if a hotel area/department becomes very busy. It must be emphasized that this "hands-on" assistance must be approached with the "hotel as a whole" in mind, and must not be detrimental to the efficient operations of other areas.

值班经理在前厅部经理的直接领导下，在当班期间负责整个酒店的正常运作。要保持最高的服务水准和赢得客人最大的满意。值班经理对增强员工的团队意识和工作积极性负有责任。并要公正地对待任何一名员工的违纪行为。值班经理要成为管理层的助手。当酒店非常忙的时候，值班经理要进行协助工作。需要强调的是值班经理必须有酒店的整体意识，不能妨碍其它部门的有效运转。

ADMINISTRATIVE RESPONSIBILITIES行政职责

As a representative of Senior Management, the Welcomer Manager will be called upon to deal with guest problems and/or complaints. In dealing with these situations, the Welcomer Manager must ensure that they use tact and diplomacy and remain within the organizational policy in rectifying these situations.

作为酒店高级管理层的代表，值班经理要负责处理客人的问题和投诉。在处理这些情况的时候，值班经理要运用自己的聪明才智和外交手腕在酒店组织政策许可的范围内处理好这些问题。

The Welcomer Manager is responsible for receiving and escorting all VIP’s and ensuring that they feel comfortable and welcome on arrival to Pullman Shanghai South.

值班经理要负责贵宾的迎接和引领工作。要确保重要客人抵达酒店时感觉舒适并受到了热情的欢迎。

To promote the Accor loyalty program to the guest according to the yearly target.

根据年度指标向客人推荐雅高集团忠诚计划方案

To promote the Accor customer survey program to the guest according to the monthly target

根据月度指标向客人推荐雅高客户满意度调查系统

TECHNICAL RESPONSIBILITIES 技术职责

The Welcomer Manager is responsible for the security control of all hotel key’s rent whilst on duty.

在当班时，值班经理根据安全需要负责控制整个酒店的钥匙借用。

Responsible for security checks of the entire hotel and its equipment on a regular basis each day/evening.

每天/晚需要负责进行整个酒店的安全和日常的设备检查工作。

Responsible for attending to, resolving or acting upon any alarms or security breaches that may occur whilst on duty

负责解决当班期间发生的安全问题。

The Welcomer Manager is to ensure and oversee that the Receptionist shift procedures/duties are completed on time and are procedurally correct.

值班经理要负责监督接待员、收银员及时准确地完成本职的日常工作。

To ensure that computer reports are done as scheduled.

要确保日常电脑报告的完成。

To ensure that on-going pertinent/relevant logbook communication to other shifts is maintained.

负责向其它班次协调交班记录上需要沟通的事项。

To assist all area in the Front Office Dept. whilst on duty as required.

在当班时间根据需要协助前厅部所有岗位的工作。

Brief incoming Welcomer Manager on items to be followed-up.

向接班的值班经理简要介绍需要落实的有关事项。

Maintain daily an accurate record in the Welcomer Manager logbook of items and incidents which may be of concern to management and /or which may require further attention.

如果是管理层需要的或日后可能需要注意的事情，要如实地记录在值班经理的交班记录本上。

To assist as required/requested with the solving of any guest complaints/upsets.

根据需要协助解决客人的投诉和问题。

The Welcomer Manager is responsible for action fire and emergency procedures and for contacting Senior Management in case of a fire or emergency whilst on duty.

值班经理要负责执行防火和安全条例，在当班时一旦发生火灾或安全问题要同酒店的高级管理人员联系。

Responsible for the timely hand-over, briefing by out going/in coming

负责及时向接班的值班经理作简要的交班。

To ensure that you as a Welcomer Manager are constantly aware of and ‘up-to-date’ with all happenings and operations within the hotel It is vital that you have an obvious presence throughout the hotel, and be visible public areas whilst on duty.

作为一名值班经理，要始终密切关注饭店的运作和发生的所有事情。当班期间，必须巡视饭店的各个公共区域和各部门。

Responsible for ensuring clear and constant communication lines are kept with all staff and hotel department

要负责同所有的员工和饭店的各个部门保持良好的沟通。

Responsible for providing change to other departments and the correct balancing of the main safe float

负责同其它的部门换钱并要保证备用金的安全和准确。

Ensure that you as a Welcomer Manager are completely aware of all hotel's services and facilities, outlet operating hours and scope of service.

作为值班经理要始终关注酒店的服务质量和设施设备以及餐厅的良好运转。

Responsible for on going pertinent/relevant logbook communication to other shifts/departments

负责向其它班次/部门协调交班本上有关需要沟通的事项.

To acquire through training provided a comprehensive knowledge of Hotel Property Management System (OPERA), PABX System

通过培训，要掌握酒店电脑系统(OPERA)、交换机系统的综合知识。

Responsible for adhering to staff rules and regulations as detailed in Pullman Shanghai South’s staff handbook.

要遵守酒店的店规店纪和员工手册。

COMMERCIAL RESPONSIBILITIES商业职责

Oversees the daily movement of guest activities and be able to resolve any guest complaints and to establish an amicable relationship with guests, clients and customers of the Hotel.

观察客人的日常行为和活动，消除客人的不满并且同客人以及饭店的客户建立起友好的关系。

Through close supervision, recommends improvement in operation, especially in the aspects of developing better service standards, increasing revenue and reducing costs.

通过细致入微的管理改善饭店的运作，特别是提高服务标准，以使饭店增加收入、减少损失。

HUMAN RESOURCE RESPONSIBILITIES人事职责

The Welcomer Manager is to ensure all staff on duty are at all times immaculately groomed and wear correct and complete uniform.

值班经理要确保所有员工在当班时始终保持恰当的仪容仪表和穿着正确的制服。

Ensures all staff is present at roster times in the appropriate departments.

确保所有的员工准时出勤。

The Welcomer Manager must be fair and just in any staff disciplinary action required whilst on duty.

在当班时，值班经理要公正地评判任何员工的违纪行为。

Ensures that all staff behavior, personal grooming and service skills are in line with hotel standards

要确保所有员工的日常行为，个人的仪容仪表和服务技能要符合酒店的标准。

RELATIONS 工作关系

Reports directly to the Front Office Manager

直接向前厅部经理汇报工作。

Responsible for the entire Front Office operation in the absence of the Front Office Manager

在前厅经理缺席期间，负责前厅部的工作。

Maintains close working relationships with other departments and attends any meetings in the absence of the Front Office Manager as required.

同其它的部门保持良好的工作关系，在前厅经理缺席时，根据需要参加任何会议。

REPLACEMENT AND TEMPORARY MISSION 替代和临时任务

To be ready and responsible when assigned to perform any other duties or job functions as required by Management from time to time.

要始终服从并负责酒店管理层根据工作需要分配的工作或其它职责。

Profile

I. EDUCATION: College education, major in Hospitality or Tourism management or other related majors.

学历要求： 大专以上学历，服务专业或旅游管理专业；

II. Experiences: Front Office experiences or 3 years and above Front Desk experiences.

资历要求： 有前厅工作经验或从事前台3年以上的工作经验；

III. SKILLS: College English level, familiar with Opera or Fidelio system, be good at Microsoft Office.

工作技能： 大学英语，擅长Opera 或 Fidelio 的操作，应用Microsoft Office 软件；

IV. QUALITY: Enthusiasm in work, carefulness

个人素质： 积极敬业，工作认真细致；

V. ABILITY: Good communication and coordination ability, and good team spirit.

个人能力： 具备较强的沟通，协调能力及团队合作精神。

上班地址：辽宁省沈阳经济技术开发区翟家街道

沈阳东方银座铂尔曼酒店是法国雅高集团旗下铂尔曼品牌东北地区旗舰店，酒店拥有400间宽敞、典雅的行政套房及客房，7间风格迥异、环境优雅、独具特色的地道美食餐厅，其中包括拥有纵览浑河西峡谷绝美景观的25层德国酒吧；1200平无柱多功能、高科技、自动化宴会厅；广阔的室内恒温泳池以及舒缓身心的水疗吧；在这里您不仅可以远离城市的喧嚣，品味地道的美食，尽情舒缓压力，更可以在25层露天酒吧欣赏到浑河西峡谷的壮美景观。沈阳东方银座铂尔曼酒店是法国雅高集团铂尔曼品牌东北地区旗舰店，同时也是沈阳铁西经济技术开发区主推项目莱茵城的标志性建筑，涵养一生高贵的莱茵城项目周围建有购物街、酒吧一条街、咖啡厅等休闲娱乐场所，酒店距离机场及市中心仅需30分钟车程。沈阳东方银座铂尔曼酒店将于2015年初盛装启幕、华彩绽放，如果您有梦想，有激情，心中有火焰，诚挚的邀请您加入铂尔曼的大家庭，成就您职业生涯的梦！

Your great opportunity of a life time has arrived to join the pre opening team of the new leading luxury hotel in North East China! The Pullman Shenyang Oriental Ginza Hotel has 400 spacious Executive Rooms and Suites, 7 Outlets including the finest German Bar, Banqueting for up to 1200, a large heated indoor Pool and Spa. It is the flagship of the new "Rhine City" urban development, providing modern luxury living for over 1,500 people, along side Shopping Boutiques, Street Bars and Cafes, located only 30 minutes from the city center and the International Airport.If you have career dreams, passions, fire in you heart please contact with us, sincerely invite you to be the member of Accor Family, create and achieve your new milestone in your future career.