酒店值班经理岗位职责.doc

Hotel Level:酒店等级：I V一-五Department:部门：Rooms Division房务部Job Band:职位等级： 66Reports To:直属上级： Front Office Manager前厅部经理JOB OVERVIEW职位概述 Manage the activities of a front desk shift ensuring that guests receive prompt, professional attention and personal recognition. 管理本班的前台工作确保客人得到快速的，专业的服务和个人的关注。At InterContinental Hotels & Resorts we want our guests to feel special, cosmopolitan and In the Know which means we need you to: Be charming by being approachable, having confidence and showing respect. Stay in the moment by understanding and anticipating guests needs, being attentive and taking ownership of getting things done. Make it memorable by being knowledgeable, sharing stories and showing your style to create moments that make people feel special.在洲际酒店及度假村，我们希望宾客感觉风格独特、时尚现代和深入洞悉，这意味我们需要你： 亲切、充满自信、体现尊重来展现富有魅力的你。 理解和预测宾客的需要、做到细心周到、具主人翁精神、把事情办好，保持专注当下。 见多识广、分享阅历、展现你的风格来创造令人感觉特别的时刻，做到令人难忘。DUTIES AND RESPONSIBILITIES工作职责 Reports directly to and communicates with the Front Office Manager on all pertinent matters affecting guest service and hotel operations. 直接向前厅部经理汇报并就所有与宾客服务及酒店运作相关的问题进行沟通。 Provides functional assistance and direction to all departments. 向所有部门提供功能性支持和指导。 Cooperates, coordinates and communicates with other hotel departments as required. 按需要与酒店其它部门进行合作、协调和沟通。 Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the hotel 对各种状况做出反应，以确保来宾被及时的礼貌接待并得到充分的注意和重视。 Responds to guest needs and resolves related problems 就客人的需求做出反应并解决相关问题。 Supervises and directs Reception and Reservations personnel. 对接待部和预订部工作人员进行监督和指导。 Supports and assists Front Office personnel and all departments at peak periods. 在高峰期向前厅部工作人员和其它所有部门提供支持和协助。 Ensures VIPs and IHG Rewards Club guests receive special attention 保证贵宾和IHG优悦会会员受到特别关照。 Inspects front of house and back of house regularly for cleanliness. 定期检查一线各部门和二线各部门的清洁状况。 Assists Guest Relations in greeting, rooming, and sending off VIP guests. 协助客户关系部门迎接贵宾，为其安排房间并在其离店时送行。 Monitors appropriate standards of conduct, uniform, hygiene, and appearance of staff. 监督员工的行为、制服穿着、卫生和外表形象。 Provides input for Front Office meetings. 为前厅部会议提供信息 。 Promotes inter-hotel sales and in-house facilities. 促进店际销售及推销酒店内的设施。 Checks billing instructions and monitors guest credit 检查结帐说明并监督客人信用情况。 Analyses and approves discounts and rebates. 分析和批准打折相关事宜。 Analyses the rate variance report to ensure rooms revenue control 分析房价差异报告以保证控制客房收入。 Takes action with the Property Management Systems (PMS) in emergency situation. 在紧急情况下使用酒店管理系统（PMS）。 Fully conversant with all hotel emergency procedures. 熟知酒店紧急情况所有处理程序。 Ensures front line staff complies with FIT marketing techniques and maximize sales. 确保一线员工遵从散客市场技巧并最大化的进行销售。ACCOUNTABILITY责任范围Number of employees supervised 管理的员工Direct N/A直接 无Indirect N/A间接 无Annual Operating Profit/Payroll Budget 年度经营利润和薪金预算 N/A 无 Key Metrics 主要绩效指标 Department Budget 部门预算 Guest Satisfaction Survey 宾客满意度调查Decision Making Responsibilities (Decision Rights) 决策职责(决策权) Department Budget 部门预算 Matters pertaining to Front Desk operations 与前厅运营相关的事宜 Within the authority as assigned for Hotel Band 6 role 酒店职位6级所拥有职权范围QUALIFICATIONS AND REQUIREMENTS任职要求Required Skills 技能要求 Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company. 拥有在与他人交往时大多数时间所使用的沟通技能；完全代表酒店，品牌和公司与顾客，员工和第三方交往的能力。 Good writing skills 具有良好写作技能 Proficient in the use of Microsoft Office and Front Office System 熟练使用微软办公软件和前台系统 Problem solving and organizational abilities 具有解决问题和组织能力Qualifications 学历 Bachelors Degree or Diploma in Hotel Administration, Hotel Management or equivalent 具有酒店行政管理，酒店管理或相关的学士学位或大专水平。Experience 经验 2 years experience in front office / guest services or related discipline including supervisory experience, or an equivalent combination of education and experience. 拥有2年前厅或宾客服务工作经验，包括管理经验，或与此相当的教育和相关工作经验结合的背景。The statements in this job description are intended to describe the essential nature and level of w