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(mén)：房務(wù)部/前廳部JOBLEVEL: 6級(jí)別：6HOTELBAND: 5酒店級(jí)別5REPORTSTO: FrontOfficeManager部門(mén)：前廳部經(jīng)理POSITIONSSUPERVISED: Nil監(jiān)管下屬：無(wú)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(tuán)和當(dāng)?shù)鼐频甑恼吆统绦?，?fù)責(zé)前臺(tái)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(yáng)企業(yè)工作文化的5個(gè)重要價(jià)值，信任，誠(chéng)信，尊重，一個(gè)團(tuán)隊(duì)與服務(wù)洲際酒店集團(tuán)的品牌TESTIMONIAL:IherebyconfirmhavingreadthedutiesandagreetoperformthesedutiesassetoutintheJobDescriptiontotherequiredstandards.證明:我確認(rèn)細(xì)讀了所有職責(zé)，同意按照工作職責(zé)的要求工作并到達(dá)所規(guī)定的標(biāo)準(zhǔn)。Signature簽名：………………………Date日期：….KeyResponsibilities主要職責(zé)Greetsallguestsatalltimesinafriendlyandhelpfulmannerandattemptstolearnanduseguest’snameateveryopportunity友好熱情的歡迎和接待所有客人,努力自我學(xué)習(xí)及稱(chēng)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(mén)的標(biāo)準(zhǔn)和程序Performscheckin,checkoutandroomchangeproceduresandensuresalldataareenteredcompletelyintothehotelsystemsinaccordancewithreservationifthereisaneedofassist準(zhǔn)確操作入住,推房和換房的電腦系統(tǒng),保證和預(yù)定的一致性,和其他部門(mén)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(cái)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(huì)員計(jì)劃，國(guó)際酒店集團(tuán)的忠誠(chéng)計(jì)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(bào)主管或經(jīng)理ReturningGuests為長(zhǎng)住客人和回頭客人安排生日禮物PreparationofPCRandVIParrivals,whennecessary在需要的時(shí)候準(zhǔn)備貴賓和PCR會(huì)員的到店工作Besensitivetoknowtheguests‘sbirthday,anniversary,honeymoonetc對(duì)客人的生日，周年紀(jì)念日，蜜月旅行等保持敏銳Makecourtesycallstogueststogatherfeedback打電話給客人收集反饋意見(jiàn)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(huì)員和貴賓創(chuàng)造一個(gè)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(zé)DemonstrateAwarenessofOH&SpoliciesandproceduresandensureallproceduresareconductedsafelyandwithinOH&Sguidelinesandensureyourdirectreportsdothesame熟悉職業(yè)保健、安全職責(zé)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(zé)方針的指導(dǎo)下確保行為落到實(shí)處Beawareofdutyofcareandadheretooccupational,healthandsafetylegislation,policiesandprocedures了解并堅(jiān)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(shí)對(duì)危險(xiǎn)的情形采取補(bǔ)救措施，并對(duì)主管通報(bào)存在的潛在危險(xiǎn)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(zé)任感Striveforconstantimprovementandtakeresponsibilityforyourownperformance努力不斷的提高自己的工作表現(xiàn)AdheretoInterContinentalHotelGroupCorporateCodeofConduct堅(jiān)持洲際酒店集團(tuán)的管理模式AdheretoHotelHandbookandgeneralpoliciesandprocedures堅(jiān)持員工守則和總的政策與程序AdheretoFrontOfficePoliciesandProcedures堅(jiān)持部門(mén)的政策與程序ReportproblemstoManagementwithsuggestionsforresolution向管理部門(mén)反應(yīng)問(wèn)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(zé)，并尋找提高自己工作技巧和知識(shí)的機(jī)會(huì)Understandshowtheirrolefitswithothersandcontributestothesuccessofbusiness了解自己在團(tuán)隊(duì)合作中的角色，并為部門(mén)的成功做出貢獻(xiàn)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(dāng)客人詢(xún)問(wèn)時(shí)提供信息，并推薦酒店的服務(wù)，設(shè)施和特別活動(dòng)Implementsdepartmentproceduresandpoliciesasneeded貫徹執(zhí)行部門(mén)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(fù)客人的問(wèn)詢(xún)并解決問(wèn)題Createapositivehotelimageineveryinteractionwithinternalandexternalcustomers在內(nèi)部和外部客戶交流互動(dòng)中創(chuàng)造積極的酒店形象Adheretohotelbrandstandards堅(jiān)持酒店的品牌標(biāo)準(zhǔn)Maintainahighlevelofproductandserviceknowledgeinordertoexplainandsellservicesandfacilitiestoguests為給客人解釋和銷(xiāo)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(shí)。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(dòng)，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(fù)客人問(wèn)詢(xún)Teamwork團(tuán)隊(duì)精神Demonstrateco-operationandtrustwithcolleagues,supervisors,teamsandacrossdepartmentstodeliverpositiveresults與同事友好合作并對(duì)同事、主管、團(tuán)隊(duì)給予信任，可跨部門(mén)地交流工作成果Communicatewelltoensureeffectiveshifthand-over通過(guò)良好的交流確保交班工作的順利進(jìn)行Activelyparticipateinorganizedmeetings積極參與各種會(huì)議Interactwithdepartmentandhotelstaffinaprofessionalandpositivemannertofostergoodrapport,promoteteamspiritandensureeffectivetwowaycommunication以專(zhuān)業(yè)和積極的態(tài)度與部門(mén)和酒店員工互動(dòng)，以建立和諧的關(guān)系，促進(jìn)團(tuán)隊(duì)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(lè)于接受新觀點(diǎn)和做出必要的改變Workinlinewithbusinessrequirements工作表現(xiàn)符合業(yè)務(wù)要求CompletetasksasdirectedbyManagem