AFOM-岗位职责.doc

JOB TITLE: Assistant Front Office Manager职位名称： 前厅部副经理HOTEL JOB BAND:5酒店职位级别：5HOTEL LEVEL: I - V酒店等级： 一 五EFFECTIVE DATE:生效日期：DIRECTLY REPORTS TO: Front Office Manager直属上级： 前厅部经理INDIRECTLY REPORTS TO: No间接上级： 无FUNCTION:Front Office职能： 前厅部DEPARTMENT: Front office 部门：前厅部JOB SCOPE: Under the general direction of the Front Office Manager, and within the limits of established InterContinental Hotels Group policies and procedures and local hotel policies and procedure, assists in the forward planning of the department which includes Duty Manager, Guest Relations, Reception, Telephone Services, Business Centre and Concierge operations. Promotes the desired work culture around the five core values of Trust, Integrity, Respect, one team and service of the InterContinental Hotels Group and the brand ethos.职责范围: 按照洲际酒店集团标准，在前厅部经理的领导下，严格遵守洲际集团及当地店的相关政策和程序，协助大堂副理、前台、 礼宾部、商务中心、服务中心及客联络的工作。围绕信任、廉政、尊重，团队和服务五项核心价值，增强员工的工作氛围，发扬洲际团队合作精神.TESTIMONIAL: I hereby confirm having read the duties and agree to perform these duties as set out in the Job Description to the required standards. 证 明:我在此确认我已了解我的职责，并按职责所描述的标准执行。Signature: .签名:.Date: .日期 :REQUIRED QUALIFICATIONIS必要的能力Required Skills 技能要求Communicate with guests in English Fluently 能与客人流利的用英文沟通Professionalism 专业Initiative 主动Strong memory to know our guests 很强的识别我们客人的能力Eye of detail 注重细节Well groomed and composed 良好的仪容仪表Presentable 善于表达Basic of computer skills (Word, Excel, Power Point) 基本的计算机能力Careful, Considerate & Compliant 细心，耐心和适用力Good sale skills 好的销售能力Good management skills 好的管理能力Qualifications 资格条件EDUCATION 教育Tertiary Education of Professional level 高等教育和高等相关文凭INDUSTRY EXPERIENCE 行业经验Experience in Front Desk Operations 前台操作经验Management experience of Front Desk 前台管理经验EXPERIENCE 经验3 Years above in Similar Position Working in Hotel 在酒店相同职位上工作3年以上Key Responsibilities主要职责 Assists the Front Office Manager in all aspects of their duties 协助前厅部经理的全部相关职责 Assist Front Office Manager in execution of the management of staff 协助前厅部经理执行员工管理 Monitor Front Office personnel to ensure guests receive prompt, cordial attention and personal recognition 亲自监督前厅部运作以确保客人受到及时、准确的关注和个性化的认知 Monitor Front Office and particularly Guest Relations personnel, to ensure ICHG members, known repeat guests and other VIPs receive special attention and recognition 督导前厅部，尤其是宾客联系主任们要熟知会员、回头客和所有贵宾，并受到特别的关注和认知 Control the availability of rooms, rooms types, accuracy of room count and rate categories 控制住客率、房间类型、房间数以及房价 Maximize occupancy, revenue and average rate while maintaining high service standards 在确保高标准服务质量的同时确保住客率、收益和平均房价最大化 Liaise with Housekeeping Department to ensure room image is maintained and the “Room Ready on Arrival” policy is adhered to 与客房部协调以确保房间状态符合标准，并坚持执行“客人到达时客房已准备好”的政策得以执行 Turn away guests if occupancies deem it necessary ensuring no good-will is lost 如因为住客率原因为能为客人安排房间一定要确保客人的忠实感不受影响 Liaise closely with Executive Housekeeper to ensure special guest needs, amenities and other room related requests are met 与行政管家密切合作以确保符合客人的特殊需求和备品以及任何与客房相关的要求 Be aware of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out 强调维护财务制度和规则，并与财务部密切合作制定相关制度 Know system recovery procedures 熟知补救程序系统 Interpret computer reports 阐明电脑报表 Compile statistics for front office and provide reports relating to that area 完成前厅部数据统计，并提供相应报告给相关部门 Continually check the accuracy of room count持续检查准确的房间数量 Approve upgrades and special amenities in absence of manager 在经理不在的情况下，批准客房升级和特别备品 Maintain inter-departmental relationships to ensure seamless customer service 协调各部门以良好合作关系工作，以确保客人受到标准一致的服务 Inspect frequently for cleanliness and orderliness, the lobby, reception and cashiers desk and, on a random basis, VIP rooms prior to arrival 经常检查大堂、前台以及收银台的整洁与有序， 并随意抽查预抵贵宾的房间 Assist in the preparation of efficient work schedule for Front Office Staff, arranging holidays and vacation, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures 协助为前厅部员工确立有效的工作程序，合理安排休息和假期，特别要考虑到住客率和大型团队的提前入住和延迟退房 Maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of departmental employees 强调关于执行、着装、卫生、工服、姿态等相关事宜的标准 Provide input for Front Office Departmental Meetings and deputizes in cases of absence 参与前厅部的部门会议并在经理不在的情况下组织执行 Promote Inter-hotel sales and in house facilities 促进酒店内房间及设施的销售Human Resource and Training Responsibilities人力资源及培训职责 Works with Superior and Human Resource Manager to ensure the departmental performance of staff is productive. Duties include:与人力资源部经理合作，确保部门有足够的员工工作。职责包括： Assists in planning for future staffing needs 协助经理计划未来员工需要 Assists in recruiting in line with company guidelines 协助经理按照酒店指导方针，招聘新员工 Prepares and executes detailed induction program for new staff 准备详细的招聘程序 Assists in maintaining a comprehensive, current and guest focused set of departmental standards and procedures and oversees their implementation协助经理拟制一个全面的，以客人为中心的部门标准，监督员工执行 Ensures training needs analysis of Front Office staff is carried out and training programs are designed and implemented to meet needs 分析前厅部员工的培训需要，并对员工进行培训，设计培训项目，并确保培训内容的实施能达到标准 Provides input for probation and formal performance appraisal discussions in line with company guidelines and assists Manager in the conduct of same协助经理按照酒店政策，组织员工实习，并协助经理对员工的实习做出评价 Coaches, counsels and disciplines staff, providing constructive feedback to enhance performance 训练、指导员工工作，为员工提供建设性的信息回馈 Regularly communicates with staff and maintains good relations 定期与员工交流，与员工维持良好的关系 Financial Responsibilities经济责任 Works with Finance and Business Manager in the preparation and management of the departments budget. Duties include:与上级合作准备及管理部门账目，职责包括： Assists in coordinating the preparation of the departmental annual budget 协助准备部门年度预算 Assists in monitoring and controlling departmental cost on an ongoing basis to ensure performance against budget 协助控制及管理部门花费，确保达到预算 Assists in the preparation of the hotel strategic plan, goals program, and Front Office Departmental Budget 协助准备酒店战略计划、目标和前厅部预算Occupational Health and Safety Responsibilities职业保健及安全责任 Demonstrate Awareness of OH&S policies and procedures and ensure all procedures are conducted safely and within OH&S guidelines and ensure your direct reports do the same证明了解职业健康及安全责任政策及程序，确保安全操作所有的程序，并确保直接报告也是一样 Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures 了解职责相关内容，维护职业法，健康安全法 Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and Sensibly熟悉财产安全，急救，火灾、紧急事件发生时的补救措施，设备的安全操作 Initiate action to correct a hazardous situation and notify supervisors of potential dangers 实施行动对危险情况进行纠正，通报潜在的危险 Log security incidents and accidents in accordance with hotel requirements按照酒店要求记录安全事件及意外事故Key Competencies能力素质Key Tasks主要任务Drive For Results追求结果 Compete against a standard of excellence by setting high performance standards and pursuing aggressive goals 为加强竞争力，建立高标准服务水准，追求竞争目标 Strive for constant improvements and takes responsibility for achieving business results and persevere despite obstacles 不断追求提高，清除障碍，努力达到商业目标Understanding the Business了解商务运行 Demonstrate an interest in and an understanding of issues relevant to your department and hotel and keep your knowledge up to date, including legislative information 了解酒店及部门相关的事宜，随时更新对法律的了解 Adheres to Intercontinental Hotels Group Corporate Code of Conduct, Employee Handbook and Hotel policies 了解洲际酒店集团法人管理手册、员工手册、酒店政策 Demonstrates an understanding of competitors major strengths and weaknesses 了解竞争对手的优势及弱势 Establishes and interprets key performance indicators to manage the business, consistently takes into accounts financial implications of business decisions and recommendations 建立及解释主要商务指标，不断考虑商务决策的含义并提出建议 Has a broad knowledge of how the business is run, focuses on the major factors necessary to ensure that the business is successful and profitable具备广泛的商业管理知识，集中于重要事件上的处理，确保商务运行成功Problem Solving and Decision Making问题的解决及决策的制定 Diagnose problems and thoroughly analyze information to guide decision making 考虑问题，通过分析信息来引导决策的指定 Evaluate and assimilate critical information when reaching conclusions and make logical, competent decisions在总结时，对相关事宜作出评价并吸收其精华，作出合理决策Customer Focus客人焦点 Build and maintain positive relationships with all internal customers and guests in order to anticipate their needs主动建立并维护与客人的关系，超前满足客人需求 Take action to address these needs in order to exceed their expectations 强调并满足客人需求 Create a positive hotel image in every interaction with internal and external Customers在与国内、国外客人交流时，随时树立良好的酒店形象 Adhere to hotel brand standards 了解酒店品牌标准 Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests为能够解释并销售酒店服务、设施给客人，熟悉产品及服务知识 Assist guests and escort them to locations within the hotel at their request 根据客人的需要，帮助和引导他们到酒店的各种场所 Maintain knowledge of special programs and events in the hotel in order to recognize and respond to guests needs了解酒店特殊事宜，对客人的需要作出回复 Maintain current Hotel information to be able to provide information to guests 了解酒店最新信息以便提供给客人Innovation改革 Generate new ideas and encourage creativity from your staff 不断更新创新理念鼓励员工的创造力 Recognize the need for new and modified approaches 关注需求的变化并及时调整方式Teamwork团队合作 Demonstrate co-operation and trust with colleagues,supervisors teams and across departments to deliver positive results 与同事、下属保持信任、合作 Actively participate in wider hotel meetings 积极参加酒店各种会议 Interact with department and hotel staff in a professional and positive manner to foster good rapport, promote team spirit and ensure effective two way communication 与部门和酒店员工进行更为礼貌地接触，使其更具亲和力，增进团队精神并确保有效的交流方式Adaptability适应能力 Be comfortable and effective in an environment of ambiguity or change 在环境变化时，保持冷静和活力 Be receptive to new ideas and respond to workplace changes in a flexible and optimistic manner 接受新的理念，适应新的工作环境，并保持乐观态度 Complete tasks as directed by Management 完成管理层安排的任务Impact and Influence作用与影响 Promote your ideas persuasively, and shape the opinion of subordinates and overcome resistance 提高口才能力