酒店团队协调员岗位职责

1、Hotel Level:酒店等级：I V一-五Department:部门：Rooms Division房务部Job Band:职位等级： 88Reports To:直属上级： Front Office Manager前厅部经理JOB OVERVIEW职位概述 Responsible for attending to needs of hotel group guests, including the room allocation, bill co-ordination and attending to their needs whilst they are guests of the hot

2、el. 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 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 anticipat

3、ing 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

4、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 Prepare for each groups arrival, prepare group history, billing information, deposits, filing, VIP information, correspondence, etc.; interact with booking contacts as needed. Correctly record group rooms and revenue in

5、 the property management 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 group reservation requests, changes and cancellations received by phone, fax, e-mail, mail, internally and through travel planners/corporations. Enter and/or modify group block in syst

6、em to ensure inventory, stay dates, cancellation policy, deposit requirement, and booking procedure 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出的团队预订请求，变更和取消。在系统中输入或更改团队客房预订，确保客房的供应，入住日期，取消规定，押金要求和预订程序的正确性。 Maintain accurate filing system for groups and ensure that each group block is

7、 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 update group block notes to provide relevant data pertaining to all group reservations, and coordinate with other departments as needed to provide group reservation information and group needs as specified in contract. 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

8、协调预订信息及联络中团队的具体需求。 Provide and maintain reports and records of all groups during stay and after departure, and follow up on any group inquiries. 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 current rates, rate changes and all promotions, current facilities, services, hours of operation, etc. 了解最新

9、房价，房价变更和所有促销活动，最新设施，服务，营业时间等。Attend pre-meeting planning meetings or conferences as needed or requested. 根据要求和需求参加会展前计划会议。 Respond to guest concerns or complaints. Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up. 回复客人的问题和投诉。与管理层沟

10、通尚未解决的需要额外监管或跟进的客人要求和问题。Promote team work and quality service through daily communications and coordination with other departments. 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 assigned such as running daily reports, e.g. the cancellations, bookings, or arrivals reports. 执行其它分配给的工作，如打印每日报告等，

11、取消，预订或抵达报告。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 Completion of assigned tasks 完成分配给的工作的情况 Accuracy in rooms allocation record 客房分配记录的准确性Decision Making Responsibilities (Decision

12、 Rights) 决策职责(决策权) Within the authority as assigned for Hotel Band 8 role 酒店职位8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 t

13、hird 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。 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 High School or Vo

14、cational Certificate in Hotel Administration, Hotel Management or equivalent 具有酒店行政管理，酒店管理或相关的高中或专业证书。Experience 经验 1 years experience in front office / reservations or related discipline, or an equivalent combination of education and experience. 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。The statements in this job description are intended to describe the esse