酒店团队协调员岗位职责

1、v1.0可编辑可修改HotelI-VDep artme nt:Rooms Divisio nLevel:一-五部门：房务部酒店等级：Job Band:8Rep orts To:Front Office Man ager职位等级：8直属上级：前厅部经理JOB OVERVIEW职位概述Respon sible for atte nding to n eeds of hotel grou p guests, in clud ing the room allocati on.bill co-ord in ati on and atte nding to their n eeds whilst they

2、 are guests of the hotel.负责满足来酒店的团队客人的各种需求，包括安排客房、协调帐单以及解决住宿期间的一切需要。At InterContinental Hotels & Resorts?we want our guests to feel sp ecial, cosm opo lita n and In theKnow which mea ns we n eed you to:Be char ming by being app roachable, hav ing con fide nee and show ing res pect.Stay in the mo

3、me ntby un dersta nding and an tic ip at ing guestsn eeds, being atte ntive andtak ing own ershi p of gett ing things done.Make it memorable by being kno wledgeable, shari ng stories and show ing your style to createmome nts that make people feel sp ecial.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

4、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。1P age 1 of 6第1页，共6页v1.0可编辑可修改DUTIES AND RES PO NSIBILITIES工作职责Prepare for each groups arrival, prepare group history, billing information, deposits, fili ng, VIP in formati on, corres pondence, etc.; in t

5、eract with book ing con tacts as n eeded.Correctly record grou p rooms and reve nue in the prop erty man ageme nt system.准备每个团队抵店，准备团队记录，帐单信息，押金，档案，贵宾信息，信件等等；必要时参与预订联络工作。在酒店管理系统中正确的记录团队客房和收入。Process all grou p reservati on requests, cha nges and can cellati ons received by phone, fax, e-mail, mail,

6、intern ally and throughtravel plann ers/co rpo rati ons. En ter an d/or modify grou p block in system to en sure inven tory, stay dates, can cellati onp olicy, dep osit requireme nt, and book ing pr ocedure are reflected correctly.处理所有通过电话，传真，电邮，信函接收到的内部和旅行策划人或公司发岀的团队预订请求，变更和取消。在系统中输入或更改团队客房预订，确保客房的

7、供应，入住日期，取消规定，押金要求和预订程序的正确性。Mai ntai n accurate fili ng system for grou ps and en sure that each grou p block is traced.维护团队档案系统的准确性，确保记录每个团队预订。Create and up date grou p block no tes to pr ovide releva nt data p erta ining to all grou p reservati ons, and coord in ate withother dep artme nts as n eed

8、ed to p rovide grou p reservati on in formati on and grou p n eeds as sp ecified in con tract.建立并更新团队预订记录，以便为所有团队预订提供相关数据，按需要与其它部门协调预订信息及联络中团队的具体需求。2P age 2 of 6第2页，共6页P rovide and maintain rep orts and records of all grou ps duri ng stay and after dep arture, and follow up on any grou p in quiries.

9、提供和保留所有团队下榻和离店后的报告和记录，跟进每个团队询问。Stay abreast of curre nt rates, rate cha nges and all pro moti ons, curre nt facilities, services, hours of op erati on, etc.v1.0可编辑可修改了解最新房价，房价变更和所有促销活动，最新设施，服务，营业时间等。Atte nd pr e-meet ing planning meeti ngs or conferen ces as n eeded or requested.根据要求和需求参加会展前计划会议。Res

10、pond to guest concerns or complain ts. Commu ni cate any outsta nding guest requests or issues to man ageme nt that may requireadditi onal mon itori ng or follow-u p.回复客人的问题和投诉。与管理层沟通尚未解决的需要额外监管或跟进的客人要求和问题。P romote team work and quality service through daily commu ni cati ons and coord in ati on wit

11、h other dep artme nts.通过每日与其它部门的交流与协作来促进团队合作和高质服务。Perform other duties as assig ned such as running daily repo rts, . the can cellati ons, book in gs, or arrivals rep orts.执行其它分配给的工作，如打印每日报告等，取消，预订或抵达报告。ACCOUNTABILITY任范围Number of empio yees sup ervised管理的员工Direct NA 3P age 3 of 6第3页，共6页v1.0可编辑可修改间接A

12、nnual Op erati ng Profit/P ayroll Budget年度经营利润和薪金预算N/AKey Metrics主要绩效指标Compl eti on of assig ned tasks完成分配给的工作的情况Accuracy in rooms allocati on record客房分配记录的准确性Decisi on Making Respon sibilities (Decisi on Rights)决策职责（决策权）-Withi n the authority as assig ned for Hotel Band 8 role酒店职位8级所拥有职权范围QUALIFICA

13、TIONS AND REQUIREMEN任职要求Required Skills4P age 4 of 6第4页，共6页直接In directN/Av1.0可编辑可修改技能要求Commu ni cati on skills are utilized a sig nifica nt amou nt of time whe n in teract ing with others; dem on strated ability to in teract with customers, empioyees and third p arties that reflects highly on the ho

14、tel, 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。Proficie nt 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P roblem solv ing and orga ni zati onal abilities具有解决问题和组织能力Qualificati ons学历High School or Vocati onal Certificate in Hotel Admini strat

15、i on. Hotel Man ageme nt or equivale nt具有酒店行政管理，酒店管理或相关的高中或专业证书。Exp erie nee经验1 years exp erie nee in front office / reservati ons or related disc ip li ne, or an equivale nt comb in ati on of educati on and exp erie nee.拥有1年前台或预订部工作经验，或与此相当的教育和相关工作经验结合的背景。5P age 5 of 6第5页，共6页v1.0可编辑可修改The stateme nts in this job descri pti on are inten ded to describe the esse ntial n