酒店團(tuán)隊(duì)協(xié)調(diào)員崗位職責(zé)

1、v1.0可編輯可修改HotelI-VDep artme nt:Rooms Divisio nLevel:一-五部門(mén)：房務(wù)部酒店等級(jí)：Job Band:8Rep orts To:Front Office Man ager職位等級(jí)：8直屬上級(jí)：前廳部經(jīng)理JOB OVERVIEW職位概述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.負(fù)責(zé)滿足來(lái)酒店的團(tuán)隊(duì)客人的各種需求，包括安排客房、協(xié)調(diào)帳單以及解決住宿期間的一切需要。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.在洲際酒店及度假村？，我們希望賓客感覺(jué)風(fēng)格獨(dú)特、時(shí)尚現(xiàn)代和深入洞悉，這意味我們需要你:親

4、切、充滿自信、體現(xiàn)尊重來(lái)展現(xiàn)富有魅力的你。理解和預(yù)測(cè)賓客的需要、做到細(xì)心周到、具主人翁精神、把事情辦好，保持專注當(dāng)下。見(jiàn)多識(shí)廣、分享閱歷、展現(xiàn)你的風(fēng)格來(lái)創(chuàng)造令人感覺(jué)特別的時(shí)刻，做到令人難忘。1P age 1 of 6第1頁(yè)，共6頁(yè)v1.0可編輯可修改DUTIES AND RES PO NSIBILITIES工作職責(zé)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.準(zhǔn)備每個(gè)團(tuán)隊(duì)抵店，準(zhǔn)備團(tuán)隊(duì)記錄，帳單信息，押金，檔案，貴賓信息，信件等等；必要時(shí)參與預(yù)訂聯(lián)絡(luò)工作。在酒店管理系統(tǒng)中正確的記錄團(tuán)隊(duì)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.處理所有通過(guò)電話，傳真，電郵，信函接收到的內(nèi)部和旅行策劃人或公司發(fā)岀的團(tuán)隊(duì)預(yù)訂請(qǐng)求，變更和取消。在系統(tǒng)中輸入或更改團(tuán)隊(duì)客房預(yù)訂，確?？头康?/p>

7、供應(yīng)，入住日期，取消規(guī)定，押金要求和預(yù)訂程序的正確性。Mai ntai n accurate fili ng system for grou ps and en sure that each grou p block is traced.維護(hù)團(tuán)隊(duì)檔案系統(tǒng)的準(zhǔn)確性，確保記錄每個(gè)團(tuán)隊(duì)預(yù)訂。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.建立并更新團(tuán)隊(duì)預(yù)訂記錄，以便為所有團(tuán)隊(duì)預(yù)訂提供相關(guān)數(shù)據(jù)，按需要與其它部門(mén)協(xié)調(diào)預(yù)訂信息及聯(lián)絡(luò)中團(tuán)隊(duì)的具體需求。2P age 2 of 6第2頁(yè)，共6頁(yè)P(yáng) 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、提供和保留所有團(tuán)隊(duì)下榻和離店后的報(bào)告和記錄，跟進(jìn)每個(gè)團(tuán)隊(duì)詢問(wèn)。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可編輯可修改了解最新房?jī)r(jià)，房?jī)r(jià)變更和所有促銷活動(dòng)，最新設(shè)施，服務(wù)，營(yíng)業(yè)時(shí)間等。Atte nd pr e-meet ing planning meeti ngs or conferen ces as n eeded or requested.根據(jù)要求和需求參加會(huì)展前計(jì)劃會(huì)議。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.回復(fù)客人的問(wèn)題和投訴。與管理層溝通尚未解決的需要額外監(jiān)管或跟進(jìn)的客人要求和問(wèn)題。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.通過(guò)每日與其它部門(mén)的交流與協(xié)作來(lái)促進(jìn)團(tuán)隊(duì)合作和高質(zhì)服務(wù)。Perform other duties as assig ned such as running daily repo rts, . the can cellati ons, book in gs, or arrivals rep orts.執(zhí)行其它分配給的工作，如打印每日?qǐng)?bào)告等，取消，預(yù)訂或抵達(dá)報(bào)告。ACCOUNTABILITY任范圍Number of empio yees sup ervised管理的員工Direct NA 3P age 3 of 6第3頁(yè)，共6頁(yè)v1.0可編輯可修改間接A

12、nnual Op erati ng Profit/P ayroll Budget年度經(jīng)營(yíng)利潤(rùn)和薪金預(yù)算N/AKey Metrics主要績(jī)效指標(biāo)Compl eti on of assig ned tasks完成分配給的工作的情況Accuracy in rooms allocati on record客房分配記錄的準(zhǔn)確性Decisi on Making Respon sibilities (Decisi on Rights)決策職責(zé)（決策權(quán)）-Withi n the authority as assig ned for Hotel Band 8 role酒店職位8級(jí)所擁有職權(quán)范圍QUALIFICA

13、TIONS AND REQUIREMEN任職要求Required Skills4P age 4 of 6第4頁(yè)，共6頁(yè)直接In directN/Av1.0可編輯可修改技能要求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.擁有在與他人交往時(shí)大多數(shù)時(shí)間所使用的溝通技能；完全代表酒店，品牌和公司與顧客，員工和第三方交往的能力。Proficie nt in the use of Microsoft Office and Front Office System熟練使用微軟辦公軟件和前臺(tái)系統(tǒng)P roblem solv ing and orga ni zati onal abilities具有解決問(wèn)題和組織能力Qualificati ons學(xué)歷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，酒店管理或相關(guān)的高中或?qū)I(yè)證書(shū)。Exp erie nee經(jīng)驗(yàn)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.擁有1年前臺(tái)或預(yù)訂部工作經(jīng)驗(yàn)，或與此相當(dāng)?shù)慕逃拖嚓P(guān)工作經(jīng)驗(yàn)結(jié)合的背景。5P age 5 of 6第5頁(yè)，共6頁(yè)v1.0可編輯可修改The stateme nts in this job descri pti on are inten ded to describe the esse ntial n