Job Description

Monitor the hotel front-of-house Shiji SEPtions ensuring sufficient colleague level and proper work flow at all service areas. Conduct floor patrols to front and back of house areas on a regular basis. Handle all emergency situations and represent the hotel management when required.

监督酒店对客营运，确保向宾客在服务区域内提供符合标准的同事和适当的工作流程，定期对酒店前区和后区进行巡逻。处理所有紧急情况并在必要的情况下代表酒店管理层。

PRINCIPAL RESPONSIBILITIES 主要职责

• Provide a front line management contact for guests with escalated service requirements or items to be addressed.
• Monitor the hotel front-of-house Shiji SEPtions including room’s department, restaurants, bars, banqueting, health club, etc.
• Provide guidance for all duty colleagues in case of any service shortfalls.
• Ensure appropriate staffing at all service areas; liaise with concerned departments if required.
• Coordinate with Airport Representatives and Concierge in order to greet all VIPs.
• Handle dissatisfied guests to resolve complaints, take remedial actions immediately and follow up as necessary. Ensure all guest concerns are promptly logged and report to the management in the Landow System.
• Respond to all emergency situations such as fire alarms, theft case, guest accidents etc. Every effort must be made to minimize the disturbance or cause inconvenience to the hotel guests. Ensure all incidents are properly logged in the LANDOW System for future reference.
• Handle medical consultation and treatment requests. Ensure all incidents are properly logged in the Duty Managers log for future reference.
• Inspect rooms on a regular basis and report any defects to the relevant departments.
• Release ‘locked’ in-room safes.
• Process double lock door requests.
• Process manual wake-up calls that have had no response.
• Provide a management presence in the lobby and hotel back and front of house areas for colleagues.
• Ensure front desk service levels are maintained using coaching and training techniques aligned with the department standards and procedures.
• Be familiar with the Brilliant by Langham program.
• Perform all guest related personnel function as required.
• Handle colleague accidents or conflicts with the appropriate action. All incidents are to be properly logged in the LANDOW System for future reference.
• Ensure a smooth co-ordination between the individual sections of Front Office and Rooms Division.
• Liaise and work closely with other departments to resolve any Shiji SEPtional issues.
• Administrative and correspondence work including responding to guests complaints or requests with 24 hours.
• Conduct floor patrols together with the Security Officer to all back-of-house areas. Any irregularities are to be reported.
• Authorize appropriate rebates, paid-outs, charges to house account and house use/complimentary rooms in the absence of a more senior manager.
• Handle undesirable patrons with the support of the Security Department.
• Fully understand the hotel PMS, LANDOW and Vinecard Systems.
• The Duty Manager must be fully aware of all hotel emergency procedures e.g. typhoon, fire alarm, power outage etc. All incidents must be properly logged in the LANDOW System for future reference.
• Take charge during emergency situations and act as the commander of the Emergency Response Team
• Perform any duties assigned by the Management deemed necessary.

根据宾客对于服务和产品的要求，提供身为前线管理层的联系。

监督酒店对客营运部门 ,包括房务部，餐厅，酒吧，宴会厅，健身中心等。

向所有当班同事提供指导以防止任何提供不足服务的可能。

确保所有服务区域都有适当的人员配备；在必要情况下联系相关部门。

协调机场代表和礼宾部从而欢迎所有 VIP客人。

处理对于宾客不满意而导致投诉，采取立即补救行动在必要时进行跟进。确保所有事件都被真实记录在 Landow System以便查阅。

对于紧急情况作出回应，例如：火警，盗窃，宾客意外等。必须将对于宾客的困扰和不便减到最低程度。确保所有事件都被真实记录在 LANDOW System中以便查阅。

处理医疗咨询和诊治的要求。确保所有事件都被真实记录在值班经理日志中以便查阅。

定期查看客房并向相关部门通报存在的任何需要改进之处。

为已锁客房保险箱的解锁。

处理双重锁门的要求。

对于无人应答的叫早服务，进行人工叫早。

在酒店大堂，前区和后区，为同事们起到管理层作用。

依照部门标准和程序，结合知道及技能培训从而确保前台保持服务水准。

熟悉 Brilliant by Langham朗廷卓逸会内容。

在必要时担任任何有关宾客服务的职能。

对于同事意外或者冲突采取适当的行动。 LANDOW System中以便查阅。

确保与其他前厅各部门及房务部建立良好的合作关系。

与其他部门保持紧密联系和工作从而解决日常营运遇到的问题。

在 24小时内处理行政和相关信件处理的工作，包括回复宾客的投诉或要求。

与保安同事进行后区的巡逻。报告任何不规范的情况。

在更高的管理层不在场时，对于适当的免单，退款，酒店挂账，以及同事用房和免费房进行授权。

与保安部的协助下应付不受欢迎的宾客。

理解酒店 PMS, LANDOW, Vinecard系统。

大堂经理必须充分了解酒店应急程序，如：台风，火警，断电等。所有突发意外都必须被真实记录在 LANDOW System中以便日后查阅。

负责对于紧急情况的处理并担任紧急回复团队的指挥者。

执行管理层委托的工作。

For more information about the property, please visit: https://www.langhamhotels.com/en/the-langham/shanghai/