酒店值班經(jīng)理工作崗位描述(中英文)

CopyrightInterContinentalHotelsGroupLastUpdated:TIME\@"MMMMd,yyyy"June9,2024 PagePAGE4of5酒店值班經(jīng)理工作崗位描述JOBTITLE: DutyManager職位：值班經(jīng)理AREA/DEPARTMENT: RoomsDivision/FrontOffice部門：房務(wù)部/前廳部JOBLEVEL: 6級別：6HOTELBAND: 5酒店級別5REPORTSTO: FrontOfficeManager部門：前廳部經(jīng)理POSITIONSSUPERVISED: Nil監(jiān)管下屬：無JOBSCOPE: UnderthegeneraldirectionoftheFrontOfficeManagerorhis/herdelegateandwithinthelimitsofestablishedInterContinentalHotelsGroupbrandandlocalpoliciesandprocedures,responsibleforallactivitiesrelevanttotheFrontDesksuchasthereception,checkin/out,roomingofallHotelguests,escortingthegueststotheroomandassistingthemwithinquiries.PromotesthedesiredworkculturearoundthefivecorevaluesofTrust,Integrity,Respect,OneTeamandServiceoftheInterContinentalHotelsGroupandthebrandethos.工作范圍：服從前廳部經(jīng)理或授權(quán)主管的全面指示，執(zhí)行和遵循洲際酒店集團和當?shù)鼐频甑恼吆统绦?，負責前臺的相關(guān)工作，協(xié)助客人入住，退房，陪同客人到房間以及協(xié)助其他相關(guān)的要求。發(fā)揚企業(yè)工作文化的5個重要價值，信任，誠信，尊重，一個團隊與服務(wù)洲際酒店集團的品牌TESTIMONIAL:IherebyconfirmhavingreadthedutiesandagreetoperformthesedutiesassetoutintheJobDescriptiontotherequiredstandards.證明:我確認細讀了所有職責，同意按照工作職責的要求工作并到達所規(guī)定的標準。Signature簽名：………………………Date日期：….KeyResponsibilities主要職責Greetsallguestsatalltimesinafriendlyandhelpfulmannerandattemptstolearnanduseguest’snameateveryopportunity友好熱情的歡迎和接待所有客人,努力自我學習及稱呼客人的名字Registersandroomsallarrivalsaccordingtoestablishedprocedures根據(jù)相關(guān)程序登記所有的入住客人Maintainsintimateknowledgeofdepartmentalstandardsandprocedures熟知部門的標準和程序Performscheckin,checkoutandroomchangeproceduresandensuresalldataareenteredcompletelyintothehotelsystemsinaccordancewithreservationifthereisaneedofassist準確操作入住,推房和換房的電腦系統(tǒng),保證和預定的一致性,和其他部門緊密協(xié)作滿足客人要求Keepsabreastofallmodificationstoaccountingpoliciesandprocedures與同事一起共同遵循和保證所有財務(wù)政策和程序的更新Knowledgeableofallspecialpromotionprocedures,forprogramssuchas;SeasonalPackages,FrequentFlyersPrograms,andalsoIntercontinentalHotelsGroupLoyaltyprograms熟悉所有推廣的程序，比如，季度推廣，航空會員計劃，國際酒店集團的忠誠計劃Attendstoguest’scomplaints,inquiriesandrequests,refereesproblemstoFrontOfficeManager/Asst.FrontOfficeManagerifhe/sheunabletoassist關(guān)注客人的投訴和需求,在不能解決的情況下立即匯報主管或經(jīng)理ReturningGuests為長住客人和回頭客人安排生日禮物PreparationofPCRandVIParrivals,whennecessary在需要的時候準備貴賓和PCR會員的到店工作Besensitivetoknowtheguests‘sbirthday,anniversary,honeymoonetc對客人的生日，周年紀念日，蜜月旅行等保持敏銳Makecourtesycallstogueststogatherfeedback打電話給客人收集反饋意見AssistinanyotherdutieswhenrequiredbytheFrontOfficeManagerandAsst.FrontOfficeManagerduty協(xié)助前廳部經(jīng)理和前廳部副經(jīng)理的其他工作EndeavorstomaintainthehighstandardsofthehotelwithparticularregardtotheimportanceofICHGLoyaltyProgrammemberandotherVIP’sandwithreferencetohotelandtobeahealthorsafetyhazard努力為酒店的會員和貴賓創(chuàng)造一個安全,優(yōu)雅,高品質(zhì)服務(wù)Performsothertasksasassigned完成其他分配的任務(wù)OccupationalHealthandSafetyResponsibilities職業(yè)健康和安全職責DemonstrateAwarenessofOH&SpoliciesandproceduresandensureallproceduresareconductedsafelyandwithinOH&Sguidelinesandensureyourdirectreportsdothesame熟悉職業(yè)保健、安全職責相關(guān)政策和程序，以確保所有程序能得以安全地執(zhí)行，并在職業(yè)保健和安全職責方針的指導下確保行為落到實處Beawareofdutyofcareandadheretooccupational,healthandsafetylegislation,policiesandprocedures了解并堅持職業(yè)的、健康的、安全地立法、政策和程序Befamiliarwithpropertysafety,firstaidandfireandemergencyproceduresandoperateequipmentsafelyandsensibly熟悉酒店安全，急救，消防，和緊急情況的處理程序，并能正確的使用相關(guān)的設(shè)備Initiateactiontocorrectahazardoussituationandnotifysupervisorsofpotentialdangers及時對危險的情形采取補救措施，并對主管通報存在的潛在危險Logsecurityincidentsandaccidentsinaccordancewithhotelrequirements按酒店的要求，記錄安全事故和意外事故KeyCompetencies主要能力KeyTasks主要任務(wù)TakingResponsibility責任感Striveforconstantimprovementandtakeresponsibilityforyourownperformance努力不斷的提高自己的工作表現(xiàn)AdheretoInterContinentalHotelGroupCorporateCodeofConduct堅持洲際酒店集團的管理模式AdheretoHotelHandbookandgeneralpoliciesandprocedures堅持員工守則和總的政策與程序AdheretoFrontOfficePoliciesandProcedures堅持部門的政策與程序ReportproblemstoManagementwithsuggestionsforresolution向管理部門反應(yīng)問題并提出解決建議UnderstandingMyJob了解自己的工作Clarifiesownjobresponsibilitiesandlooksforopportunitiesthatwillincreaseskillsandjobknowledge清楚自己的工作職責，并尋找提高自己工作技巧和知識的機會Understandshowtheirrolefitswithothersandcontributestothesuccessofbusiness了解自己在團隊合作中的角色，并為部門的成功做出貢獻Understandsthehotel’sfacilities,productsandservices了解酒店的各種設(shè)施設(shè)備，產(chǎn)品和服務(wù)Providesinformationwhenrequestedandpromoteshotel’sservices,facilitiesandspecialevents當客人詢問時提供信息，并推薦酒店的服務(wù)，設(shè)施和特別活動Implementsdepartmentproceduresandpoliciesasneeded貫徹執(zhí)行部門的政策和程序CustomerFocus關(guān)注客人Buildandmaintainpositiverelationshipswithallinternalcustomersandguestsinordertoanticipatetheirneeds與內(nèi)部員工和客人建立并保持積極的關(guān)系，以超越他們的需求Anticipateguestneeds,handleguestenquires,andsolveproblems滿足客人的需要，答復客人的問詢并解決問題Createapositivehotelimageineveryinteractionwithinternalandexternalcustomers在內(nèi)部和外部客戶交流互動中創(chuàng)造積極的酒店形象Adheretohotelbrandstandards堅持酒店的品牌標準Maintainahighlevelofproductandserviceknowledgeinordertoexplainandsellservicesandfacilitiestoguests為給客人解釋和銷售酒店的服務(wù)和設(shè)施，應(yīng)具備高水平的產(chǎn)品和服務(wù)知識。Assistguestsandescortthemtolocationswithinthehotelattheirrequest幫助并引領(lǐng)客人到酒店內(nèi)他們想去的地方Maintainknowledgeofspecialprogramsandeventsinthehotelinordertorecognizeandrespondtoguestsneeds了解酒店內(nèi)的特別推廣和活動，以便能了解客人的需求并做出反應(yīng)MaintaincurrentHotelinformationtobeabletoprovideinformationtoguests了解酒店的最新信息以便答復客人問詢Teamwork團隊精神Demonstrateco-operationandtrustwithcolleagues,supervisors,teamsandacrossdepartmentstodeliverpositiveresults與同事友好合作并對同事、主管、團隊給予信任，可跨部門地交流工作成果Communicatewelltoensureeffectiveshifthand-over通過良好的交流確保交班工作的順利進行Activelyparticipateinorganizedmeetings積極參與各種會議Interactwithdepartmentandhotelstaffinaprofessionalandpositivemannertofostergoodrapport,promoteteamspiritandensureeffectivetwowaycommunication以專業(yè)和積極的態(tài)度與部門和酒店員工互動，以建立和諧的關(guān)系，促進團隊精神并確保有效的雙向交流Adaptability適應(yīng)能力Beopentonewideasandmakechangesinthejobandroutineasrequired在日常工作中樂于接受新觀點和做出必要的改變Workinlinewithbusinessrequirements工作表現(xiàn)符合業(yè)務(wù)要求CompletetasksasdirectedbyManagem