酒店前台主管工作描述(中英文).doc

精品文档就在这里
-------------各类专业好文档，值得你下载，教育，管理，论文，制度，方案手册，应有尽有--------------
--------------------------------------------------------------------------------------------------------------------------------------------

酒店前台主管工作描述

JOB TITLE: Guest Service Supervisor-Reception
职位； 前台主管
AREA/DEPARTMENT: Rooms Division/Front Office
部门： 房务部/前厅部
JOB BAND: 7
级别： 7
HOTEL LEVEL: I - V
酒店级别 5
REPORTS TO: Duty Manager/Front Office Manager
汇报给： 值班经理/前厅经理
POSITIONS SUPERVISED: Guest Service Agents - Reception
监管下属： 前台接待员
JOB SCOPE: Responsible for the operational efficiency of all front office areas during shift and the service delivery of those areas. Promotes the desired work culture around the five core values of Trust, Integrity, Respect, One Team and Service of the InterContinental Hotels Group and the brand ethos.
工作范围： 负责 前厅各个部门的正常运作和优质服务。发扬企业文化的5个重要价值，信任，诚性，尊重，一个团队和服务，洲际酒店集团的品牌品质。

TESTIMONIAL: I hereby confirm having read the duties and agree to perform these duties as set out in the Job Description to the required standards.
证明: 我确认细读了所有职责，同意按照工作职责的要求工作并到达所规定的标准。

Signature签名: ……………………………………………………………………

Date日期: ………………………………

Key Responsibilities主要职责

· Conducts shift briefings to ensure hotel activities and operational requirements are known
举行班次例会保证让员工知晓酒店的活动和一起运作的要求
· Supervise Front Desk operations during assigned shift including:
在分配的班次中监管整个部门的运作
o Maintenance of guest information
更新客人的信息
o Maintenance of information about local events
更新活动的信息
o Compile occupancy statistics
制定相关统计报表
o Supervise the use of he public address system
监管公共网址系统的使用
o Supervise group bookings
管理团队的预定
o Assisting with serious complaints
协助处理客人投诉
· Supervise cashiering activities during shift including:
在分配的班次中监管财务运作
o Cash handling and banking procedure
现金的处理和兑换服务
o Dealing with irregular payments
处理异常的付款
o Instructing staff in credit policies and facilities
指导员工遵循信用政策和设备
o Instructing staff in cash security procedures
指导员工现金安全操作规程
o Carry out debtor control
对超出信用客人的控制
o Prepare reports
准备报表
o Supervise the cashiering system
监管整个财务运作程序
· Performs other tasks as assigned
完成其他的分配工作

Human Resource and Training Responsibilities人力资源和培训职责
· Works with Superior and Human Resource Manager to ensure the departmental performance of staff is productive. Duties include:
与直属主管和人事经理一起配合保证员工高效的表现，职责包括：
o Conduct on the job training in accordance with the departmental standards and procedures and maintains a record of progress for each staff member
举行在职工作培训并且符合酒店的标准和政策，同时记录每个成员的培训进展。
o Provide input for probation and formal performance appraisal discussions in line with company guidelines
根据公司的方针给员工在试用期和正式工作期的工作表现评估
o Ensure new staff attend Corporate Orientation within first month of hire
保证新员工在到职第一个月之内参加入职培训
o Coach, counsel and discipline staff in breach of hotel policies and departmental procedures, providing constructive feedback to enhance performance
指导，培训员工，与员工交流，并反馈建设性的意见以提高员工评估成绩
Financial Responsibilities经济职责
· Works with superior in the preparation and management of the department’s budget. Duties include:
与上级一起准备和管理部门的预算工作，职责包括：
o Assists in coordinating the preparation of the departmental annual budget
辅助整理部门年度预算的准备工作
o Controls and monitors departmental costs on an ongoing basis to ensure performance against budget
按现行标准监控部门成本以确保符合预算

Occupational Health and Safety Responsibilities职业健康和安全职责
· Demonstrate Awareness of OH&S policies and procedures and ensure all procedures are conducted safely and within OH&S guidelines and ensure your direct reports do the same
熟悉职业保健、安全职责相关政策和程序，以确保所有程序能得以安全地执行，并在职业保健和安全职责方针的指导下确保行为落到实处
· Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures
了解并坚持职业的、健康的、安全地立法、政策和程序
· Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly
熟悉酒店安全，急救，消防，和紧急情况的处理程序，并能正确的使用相关的设备
· Initiate action to correct a hazardous situation and notify supervisors of potential dangers
及时对危险的情形采取补救措施，并对主管通报存在的潜在危险
· Log security incidents and accidents in accordance with hotel requirements
按酒店的要求，记录安全事故和意外事故

Key Competencies
主要能力
Key Tasks
主要任务

Drive For Results
关注结果
· Compete against a standard of excellence by setting high performance standards and pursuing aggressive goals
通过设立较高的成绩标准并追求积极进取的目标，力争达到优秀的标准
· Strive for constant improvements and takes responsibility for achieving business results and persevere despite obstacles
争取每时每刻的进步并为达到营业结果负责，不论障碍有多少都要坚持

Understanding the Business
理解酒店经营
· Demonstrate an interest in and an understanding of issues relevant to your department and hotel and keep your knowledge up to date, including legislative information
愿意了解并明白与本部门和酒店相关的信息和知识，并时刻更新包括立法信息等知识
· Adheres to Intercontinental Hotels Group Corporate Code of Conduct, Employee Handbook and Hotel policies
拥护洲际酒店集团公司管理法则，员工手册以及酒店政策
· Demonstrates an understanding of competitors’ major strengths and weaknesses
了解竞争者主要长处和弱点
· Establishes and interprets key performance indicators to manage the business, consistently takes into accounts financial implications of business decisions and recommendations
建立和说明重要的业绩运作方法以便控制经营管理，保持财务的决策和建议
· Has a broad knowledge of how the business is run, focuses on the major factors necessary to ensure that the business is successful and profitable
具备广泛的商业管理知识，注重一些必要的因素以确保生意能成功并获得收益

Problem Solving and Decision Making解决问题并做出决定
· Diagnose problems and thoroughly analyze information to guide decision making
找出问题并全面分析相关信息以便做出正确的决策
· Evaluate and assimilate critical information when reaching conclusions and make logical, competent decisions
在做合理全面的决定前评估并吸收批评意见

Customer Focus
关注客人
· Build and maintain positive relationships with all internal customers and guests in order to exceed their needs.
与内部员工和客人建立和维持积极的关系，以便能有效满足他们的合理需求
· Take action to address these needs in order to exceed their expectations
通过行动满足需求，甚至超出客人的期望值
· Create a positive hotel image in every interaction with internal and external customers
在与店内外客人的交流中建立积极的酒店形像
· Adhere to hotel brand standards
坚持酒店品牌标准
· Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests
为向客人解释和销售酒店的服务和设施，应保持高水准的产品和服务知识
· Assist guests and escort them to locations within the hotel at their request
帮助并引领客人到酒店内他们想去的地方
· Maintain knowledge of special programs and events in the hotel in order to recognize and respond to guests needs
为了解客人的需求并做出反应，应了解酒店的特别活动和会议情况
· Maintain current Hotel information to be able to provide information to guests
了解当前酒店的信息以便客人的查询
· Implement procedures which enhance the guest experience
执行相应举措以提高 客人在店期间的感受

Teamwork
团队精神
· Demonstrate co-operation and trust with colleagues, supervisors, teams and across departments to deliver positive results
与同事友好合作并对同事、主管、团队给予信任，可跨部门地交流工作成果
· Actively participate in wider hotel meetings
积极参更多的酒店会议
· Interact with department and hotel staff in a professional and positive manner to foster good rapport, promote team spirit and ensure effective two way communication
以专业且积极的风格与酒店和部门的员工互动以建立和睦的关系，促进团队精神并确保有效的双向交流

Adaptability
适应能力
· Be comfortable and effective in an environment of ambiguity or change
在环境发生变化或未确定时保持舒适性和高效性
· Be receptive to new ideas and respond to workplace changes in a flexible and optimistic manner
用灵活乐观的方式接受新理念并对工作场所的改变做出反应
· Complete tasks as directed by Management
完成管理层指派的任务

Planning and Organising
计划和组织能力

· Establish action plans and schedules for meeting departmental priorities根据部门的需要制定响应的行动计划
· Assign responsibilities, allocate resources and co-ordinate the activities of yourself and others to meet objectives effectively and efficiently 合理安排资源协调组织的活动，以有效的达到目标
· Prepare induction programs for new employees and allocate sufficient time for their implementation
为新员工准备详细工作计划并监督他们的执行

Impact and Influence
影响力
· Promote your ideas persuasively, and shape the opinion of subordinates and overcome resistance
有力倡导观点，并劝说下属接受意见，并能克复其间的阻力
· Build consensus for action and negotiate mutually beneficial solutions to problems
建立行为舆论并就出现的问题相互磋商得出有益的解决方案
· Establish influential contacts with suppliers
与意见提供者建立有影响力的接触和联系

Implementation
执行能力
· Work with your Manager to ensure you have a clear view of what is required to achieve results, and take action and responsibility to deliver it. Ensure your team meet deadlines and quality standards and tasks and projects are completed as required
配合上级明确需要达到的要求和目标，并且采取行动和承担责任，确保部门及时完成各项任务和项目
· Adheres to and enforces the InterContinental Hotels Group Code of Conduct, Hotel Policy and Departmental Procedures
执行洲际集团的各项政策和部门程序

Leading and Developing People
领导和发展他人的潜在能力
· Inspire others to excel by clearly communicating business values and direction, recognizing good performance and providing managerial support
能够传达企业价值观和企业发展方向，鼓励员工超越他人，认可良好的行为并提供管理层的支持
· Develop potential of others through coaching and development opportunities to build organization capability for the future
通过训练和和培养有潜力的员工以便为将来储备人才组建组织机构

Cultural Awareness
文化意识
· Understands and takes into account the global nature of the business; works effectively with colleagues from different viewpoints, cultures and countries
理解和重视全球性的商业本质；与持不同观点的，不同文化和国籍同事高效共事

---------------------------------------------------------精品 文档---------------------------------------------------------------------