酒店前厅部副经理工作岗位描述(中英文).doc

酒店前厅部副经理工作岗位描述JOB TITLE:Assistant Front Office Manager职位： 前厅部副经理 AREA/DEPARTMENT:Rooms Division / Front Office部门： 房务部/前厅部 JOB BAND:5工作级别： 5HOTEL LEVEL: 5酒店级别： 5REPORTS TO:Front Office Manager 汇报于： 前厅部经理 POSITIONS SUPERVISED:Front Office Supervisor/ Duty Manager / Guest Relations/ Business直接下属： Centre Manager / Night Manager 前厅部主管/值班经理/宾客服务/商务中心经理/夜班经理 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.工作范围 ： 服从前厅部经理的全面指示，执行和遵循洲际酒店集团和本地酒店的相关政策和程序，有计划的协助值班经理，宾客服务，前台，总机，商务中心和礼宾各个部门的正常运作。 发扬企业工作文化的5个重要价值，信任，诚信，尊重，一个团队与服务洲际酒店集团的品牌品质。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: 我确认细读了所有职责，同意按照工作职责的要求工作并到达所规定的标准。Signature签名： Date日期：: Key Responsibilities主要职责 Assists the Front Office Manager in all aspects of their duties协助前厅部经理全面负责部门 Assist Front Office Manager in execution of the management of staff 协助前厅部经理全面管理员工的执行能力 Monitor Front Office personnel to ensure guests receive prompt, cordial attention and personal recognition监察部门员工以保证客人得到最亲切，体贴和个人化的服务与重视 Monitor Front Office and particularly Guest Relations personnel, to ensure IHG members, known repeat guests and other VIPs receive special attention and recognition监察前厅部的工作，确保酒店的会员及回头客人和重要贵宾的特别要求和重视 Control the availability of rooms, rooms types, accuracy of room count and rate categories有效的控制房间数量，房型，房间账目和各种房价的精确度 Maximize occupancy, revenue and average rate while maintaining high service standards在保持高标准的服务标准下最大化的增加酒店入住率，收入以及平均房价 Liaise with Housekeeping Department to ensure room image is maintained and the “Room Ready on Arrival” policy is adhered to时刻保持和客房部的紧密沟通以遵从提前安排给预到客人的政策以保障良好的房间状态 Turn away guests if occupancies deem it necessary ensuring no good-will is lost如果在允许的情况下不要流失任何的客人 Liaise closely with Executive Housekeeper to ensure special guest needs, amenities and other room related requests are met紧密联系行政管家确保达到客人的特别要求，房间欢迎物品和相关的要求 Be aware of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out熟悉财务的政策和程序，紧密联络财务部门确保遵循财务程序 Know system recovery procedures熟悉恢复系统的程序 Interpret computer reports了解和熟知道系统报告 Compile statistics for front office and provide reports relating to that area制定前厅部门的统计以及提供相关的报表给相关的部门 Continually check the accuracy of room count不断地检查房间的数量，确保精确性 Approve upgrades and special amenities in absence of manager在经理不在场的情况下授权房间升级和特别欢迎礼物 Maintain inter-departmental relationships to ensure seamless customer service保持各部门的良好关系以更进一步服务客人 Inspect frequently for cleanliness and orderliness, the lobby, reception and cashiers desk and, on a random basis, VIP rooms prior to arrival经常不定期的检查大厅，前台，预到重要贵宾房间的清洁和整洁 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协助准备员工有效的工作安排，合理安排休假，提前预知和考虑未来的住房信息，特别是一些大型团队和有特殊要求早/晚入住或早/晚退房的情况 Maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of departmental employees管理和监督部门员工仪容仪表的标准，包括：着装，卫生，制服，仪容仪表 Provide input for Front Office Departmental Meetings and deputizes in cases of absence在不在场的情况下提供部门会议的代表 Promote Inter-hotel sales and in house facilities推动对酒店的销售以及酒店的设施 Perform other tasks as assigned完成其他安排的任务Human Resource and Training Responsibilities人力资源和培训职责 Works with Superior and Human Resource Manager to ensure the departmental performance of staff is productive. Duties include: 在公司人力资源结构框架中工作，确保部门员工的工作表现，主要职责包括：o Assists in planning for future staffing needs 协助计划未来员工需求o Assists in recruiting in line with company guidelines 根据公司的指示和要求协助招聘员工o Prepares and executes detailed induction program for new staff准备和执行新员工的具体工作职责的计划o Assists in maintaining a comprehensive, current and guest focused set of departmental standards and procedures and oversees their implementation协助保持当前全面的顾客关注，程序与政策以及检查执行情况o Ensures training needs analysis of Front Office staff is carried out and training program are designed and implemented to meet needs 确保所有员工的培训需求都得到了执行，并且培训的计划的安排和执行都满足了所有需要o Provides input for probation and formal performance appraisal discussions in line with company guidelines and assists Manager in the conduct of same 根据公司方针组织试用期评估和正式工作表现评估o Coaches, counsels and disciplines staff, providing constructive feedback to enhance performanceo 指导，商谈和纪律管理员工，给予有建设性的回复意见提高员工的工作o Regularly communicates with staff and maintains good relations时常与员工沟通，建立良好关系Financial Responsibilities经济职责 Works with superior in the preparation and management of the departments budget. Duties include: 与上级协作准备和管理部门预算，主要职责包括：o Assists in co-coordinating the preparation of the departmental annual budget 协助和协调部门年度预算的准备工作o Assists in monitoring and controlling departmental cost on an ongoing basis to ensure performance against budget 按现行标准监控部门成本以确保符合预算o 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，目标计划和前厅预算Occupational Health and Safety Responsibilities职业健康和安全职责 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熟悉职业保健、安全职责相关政策和程序，以确保所有程序能得以安全地执行，并在职业保健和安全职责方针的指导下确保行为落到实处。 Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures了解并坚持职业的、健康的、安全地立法、政策和程序 Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly熟悉酒店安全，急救，消防，和紧急情况的处理程序，并能正确的使用相关的设备 Initiate action to correct a hazardous situation and notify supervisors of potential dangers及时对危险的情形采取补救措施，并对主管通报存在的潜在危险 Log security incidents and accidents in accordance with hotel requirements按酒店的要求，记录安全事故和意外事故Key Competencies重要能力Key Tasks重要任务Drive For Results推进成效 Compete against a standard of excellence by setting high performance standards and pursuing aggressive goals 力争达到优秀的标准，在工作中为自己制定高标准和力争实现宏伟的目标 Strive for constant improvements and takes responsibility for achieving business results and persevere despite obstacles 努力做到不断完善，对酒店经营负起应有的责任并在遇到困难时坚持不懈Understanding the Business对工作了如指掌 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 希望了解与企业经营有关的情况并能够对所获的信息及时更新 Adheres to Intercontinental Hotels Group Corporate Code of Conduct, Employee Handbook and Hotel policies 遵守洲际酒店集团行为规范，员工手册和酒店政策 Demonstrates an understanding of competitors major strengths and weaknesses 论证主要竞争对手的强弱项 Establishes and interprets key performance indicators to manage the business, consistently takes into accounts financial implications of business decisions and recommendations 建立和理解主要成绩指标管理经营，不间断的考虑经营的财务收益而做相应建议和举措。 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 具有广泛的知识，关注主要事项确保酒店成功的运作和赢利Problem Solving and Decision Making解决问题和决策 Diagnose problems and thoroughly analyze information to guide decision making 分析和理解问题以帮助做出决策。 Evaluate and assimilate critical information when reaching conclusions and make logical, competent decisions 评估和采纳负面的信息作出合理和有竞争力的决策Customer Focus关注顾客 Build and maintain positive relationships with all internal customers and guests in order to exceed their needs 建立和保持客人的良好关系以超越他们的要求 Take action to address these needs in order to exceed their expectations 根据客人的要求采取行动计划以超越客人的期望 Create a positive hotel image in every interaction with internal and external customers 在内部或外部的客人面前维护和创造酒店良好的形象 Adhere to hotel brand standards 遵循酒店的品牌标准 Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests 保持高标准的产品和服务的知识以更好的销售和推广给客人。 Assist guests and escort them to locations within the hotel at their request 在客人的要求下协助和指引客人要到的地方 Maintain knowledge of special programs and events in the hotel in order to recognize and respond to guests needs 熟知特别活动和宴会以方便回复客人达到他们的要求 Maintain current Hotel information to be able to provide information to guests 更新当前酒店的信息服务客人 Implements Procedures which enhance the guest experience 执行增加客人住宿经历的程序Innovation创新 Generate new ideas and encourage creativity from your staff 提出新颖的意见并能鼓励员工的创造性 Recognize the need for new and modified approaches认识到新趋势的需要Teamwork团队协作 Demonstrate co-operation and trust with colleagues, supervisors, teams and across departments to deliver positive results 与同事、团队和其他团体合作时表现出合作与信任。能够融入团队成为团队的一员来进行工作，在团队成员间建立稳固的工作关系，共同完成目标 Actively participate in wider hotel meetings 积极参加酒店会议 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与其他部门和员工有积极的工作协作，建立亲善的团队精神，并确保有效的双向沟通Adaptability适应性 Be comfortable and effective in an environment of ambiguity or change 能在多变换和不明朗的环境中工作 Be receptive to new ideas and respond to workplace changes in a flexible and optimistic manne