酒店前厅经理工作岗位描述(中英文).doc

酒店前厅经理工作岗位描述JOB TITLE:Front Office Manager职位：前厅部经理AREA/DEPARTMENT:Rooms Division / Front Office部门：房务部/前厅JOB BAND:4职位级别：4HOTEL LEVEL:I - V酒店级别：5REPORTS TO:Director Rooms/ Rooms Division Manager/ Hotel Manager/ Resident Manager/ General Manager 汇报于：房务总监/房务部经理/酒店经理/驻店经理/总经理POSITIONS SUPERVISED:Asst. Front Office Manager / Duty Manager / Business Centre Manager / Chief Concierge/ Night Manager / Guest Relations Manager / Telephone Services Manager and Operators直接下属：助理前厅部经理/值班经理/商务中心经理/礼宾部经理/夜班经理/客户关系经理/电话服务经理JOB SCOPE:To manager the operations of the Front Office Department by ensuring product quality standards are met and that optimum service is provided to all hotel guests according to the hotels and InterContinental Hotels Group business objectives. To perform the human resource function in ensuring staff selection, training, counseling and recognition programs are adhered to in order to maximize performance standards and to adhere to guest service standards in order to maximize guest satisfaction. 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：管理前厅部运行，确保产品质量和对客服务达到酒店和洲际酒店集团的业务指标。执行人力资源职责确保遵循员工选择聘用，培训，咨询和表彰系统要求以最大程度的到达要求标准同时最大化的提高客人满意度。发扬洲际酒店集团以信任、诚实、尊重、团队、服务为五个核心价值的公司文化和品牌精神。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 Monitor front office personnel to ensure guests receive prompt, cordial attention and personal recognition 管理前厅部人员确保客人有快捷，热情和人性化的服务 Supervise the Front Office team to ensure optimum occupancy and average room rate for the purpose of maximizing revenue 管理前厅团队，确保乐观的住房率和平均房价实现收入最大化 Monitor Front Office, and particularly Guest Relations personnel, to ensure priority members known repeat guests and other VIPs receive special attention and recognition 管理前厅部，尤其客务关系部人员，确保会员，常住客和贵宾客户收到特别的服务 Promote Inter-Hotel sales and in-house facilities and monitors Front Office Marketing techniques in line with FIT marketing program 促销店内销售，管理前厅部市场技能 Maintain inter-departmental relationships to ensure seamless customer service 维持部门内部关系，确保对客服务的流畅 Assume overall responsibility for maintaining standards to ensure furnishings facilities and equipment are clean, in good repair and well maintained 采取整体维护责任确保设施设备的清洁，状态完好 Schedule and regularly conducts routine inspections of areas under his/her control 时常安排和巡视各责任区域 Maintain knowledge of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out 维持信用制度和程序的更新，与财务部密切联系确保所有信用程序的有效执行 Know system recovery procedures知晓系统恢复程序 Interpret computer reports 解读电脑报告 Compile statistics for front office and provide reports relating to that area 编辑前台报表并提供相关报告 Continually check the accuracy of room count 不间断的检查客房数目的准确性 Approve upgrades and special amenities 批复升级和特别客用品 Maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of departmental employees 保持部门员工的适当着装，卫生，制服，行为标准，姿势和整体形象 Conduct comprehensive monthly departmental meetings to include a review of procedures and events which warrants special handling and detailed information 组织部门每月例会 Communicate to the General Manager of his/her delegate all information likely to be of interest to them such as the expected arrival and departure of VIPs and all other pertinent information 与总经理及他的团队沟通相关客人信息例如重要客人的入店与离店等 Maintain all procedures and adheres to them within the ICHG guidelines; in particular with emphasis on hotel credit policy 维持所有程序，遵循洲际酒店集团指导方针：例如特别是酒店的信贷程序等 In conjunction with the Emergency Response Team prepare emergency procedures upon advice from relevant authority that cover such emergencies as Fire, Power Outrage, Bomb Threat, Cyclone Warnings, etc 与紧急预案团队协力准备应急措施，包括：火情，断电，炸弹恐吓，飓风等 Prepares efficient work schedule for Front Office Staff, arranging holidays and vacation, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures 准备有效率的员工工作表， 根据预测住房率，和大型团队活动尤其是到达和离店时间Human Resource Responsibilities人力资源职责 Works with Human Resource Manager to ensure the departmental performance of staff is productive. Duties include:与人力资源经理一起确保部门员工的工作是高效的。职责包括：o Assists in planning for future staffing needs 辅助制定未来所需员工的编制计划o Assists in recruiting in line with company guidelines根据公司用人方针招聘员工o Prepares and administers detailed induction program for new staff准备并管理新员工的详细工作计划o Assists in maintaining a comprehensive, current and guest focused set of departmental standards and procedures and oversees their implementation辅助制定全面的、当前的和关注客人的部门标准和程序，并监督员工的执行o Ensuring training needs analysis of Rooms Division staff is carried out and training programmers are designed and implemented to meet needs 确保所有员工的培训需求都得到了执行，并且培训的计划的设计和执行都满足了所有需要o Provides input for probation and formal performance appraisal discussions in line with company guidelines根据公司的方针及时汇报检查结果和成绩评估o Coaches, counsels and disciplines staff, 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o Regularly communicates with staff and maintains good relations定期与员工进行交流并保持良好的关系o Implements a productive work schedule in accordance with labor laws在符合劳动法的前提下执行高效的工作计划o Approves leave after considering hotel occupancies在考虑了酒店的住房率后可批准休假 Financial Responsibilities经济职责 Works with superior in the preparation and management of the departments budget. Duties include:与主管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在与员工和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执行提高待客经验的措施Innovation创新能力 Generate new ideas and encourage creativity from your staff不断更新创新理念并从员工那里获得更多的创造力 Recognize the need for new and modified approaches关注需求的变化并及时调整方式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积极参与更多的酒店会议 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Impact and Influence影响力 Promote your ideas persuasively, and shape the opinion of subordinates and overcome resistance良好的表达你的理念并规范下属的意见，克服阻碍 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通过清楚的沟通商业价值和方向，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Copyright InterContinental Hotels GroupLast Updated: 十一月 15, 2024Page 9 of 9