皇冠岗位职责房务部秘书.doc

JOB DESCRIPTION
岗位职责

JOB TITLE: ROOMS DIVISION DEPARTMENT SECRETARY
职位 房务部秘书
AREA/DEPARTMENT: ROOMS DIVISION
部门 房务部
JOB BAND: 6LEVEL
级别 六级
REPORTS TO: ROOMS DIVISION DIRECTOR
直接上级 房务总监
POSITIONS SUPERVISED: NIL
下级 无
JOB SCOPE:
工作范围 Department and department is responsible for the communication; responsible for the work of the right to receive information and communication; is responsible for departmental management; the drinks the management of the remaining items.
负责部门内部及部门间的协调沟通工作；负责电话的接听和信息的正确完整传达。

TESTIMONIAL: I have read and received a copy of the description and fully understand that violation of any of the stated responsibilities and duties is grounded for disciplinary action.
本人确认已阅读了本职责描述，并同意在工作职责描述中所规定的职责。

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

Date: 日期 ………………………………………………………………………

Key Responsibilities
主要职责
l Consciously abide by commuting system and department regulations.
自觉遵守上下班制度及部门的规章制度。
l Warm in reception, the hotel and department of business personnel, finishes the corresponding explanation, but not its prattle, more arbitrarily revealed hotel and department information.
热情接待，酒店和部门的业务往来人员，作好相应解释，但不得与其闲聊，更不得随意透露酒店和部门信息。
l Answer telephone according to the standard requirement of questions and answers provide reliable information.
接听电话按标准要求回答各类提问和提供准确有效的信息。
l Fast and accurate fill in, document handling, form work and exquisite neat and beautiful.
快速准确地填写、处理文件、表格工作，并讲究整洁美观。
l In time, check, completion, handed in, and consecrated documents form to department and other departments have communicated, transfer information.
按时检查、完成、上交、分派各类文件表格，向部门和其它部门传达、传递工作信息。
GENERAL
概要
l Handles other duties and projects as assigned.
解决其余工作，依照分配做出计划。
l Is prepared to implement assigned tasks during emergencies such as fires, power cuts, and bomb threats.
在如火灾，停电，爆炸袭击等紧急事件的发生过程中，准备好所分配任务所需的工具。
l Encourages the highest possible standard of environmental management.
鼓励最高标准的管理环境。
l Is prepared to implement assigned tasks during emergencies such as fire, power cuts and bomb threats.
在如火灾，停电，爆炸袭击等紧急事件的发生过程中，准备好所分配任务所需的工具。
l Handles other duties and projects as assigned.
解决其他工作和必需的计划。
Occupational Health and Safety Responsibilities
职业保健及安全职责
l Demonstrate Awareness of OH&S policies and procedures and ensure all procedures are conducted safely and within OH&S guidelines.
表现出职业保健及安全职责方面的政策及程序的意识，确保在职业保健指导方针下安全地进行所有程序并确保下属也是按此规程进行操作。
l Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures.
关心并知晓遵守职业、保健及安全方面的政策、法规及程序的职责。
l Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly.
熟悉酒店安全、急救及消防、紧急应变程序，安全谨慎地操作设备。
l Initiate action to correct a hazardous situation and notify supervisors of potential dangers.
发起消除安全隐患的行动并通知主管潜在的危险。
l Log security incidents and accidents in accordance with hotel requirements.
按照酒店要求记录安全事故及事件。

Key Competencies
主要资质
Key Tasks
主要任务
Drive For Results
获取结果
l Compete against a standard of excellence by setting high performance standards and pursuing aggressive goals.
设立高工作标准并朝挑战性目标前进。
l Strive for constant improvements and takes responsibility for achieving business results and persevere despite obstacles.
致力于持续性发展并负责达到业绩目标，尽管有困难，还是要坚持达标。
Understanding the Business
理解酒店业

l 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.
显示出与本部门及酒店有关事宜的兴趣及理解，并不断更新相关最新情况，包括法律法规。
l Adheres to The International Conference Center Corporate Code of Conduct, Employee Handbook and Hotel policies.
遵守国际会议中心行为准则、员工手册及酒店政策。
l Demonstrates an understanding of competitors’ major strengths and weaknesses.
表现出对竞争对手优势及弱势方面的理解。
l 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.
在酒店运营方面有广博的知识，重点放在确保酒店生意成功且赢利的必要重要环节上。
Problem Solving and Decision Making
解决问题及决策
l Diagnose problems and thoroughly analyze information to guide decision making.
诊断问题并全面分析指引决策的信息。
l Evaluate and assimilate critical information when reaching conclusions and make logical, competent decisions.
当得出结论时，应先评估并吸收关键信息，然后进行逻辑分析、做出有说服力的决定。
Customer Focus
聚焦客户

l Build and maintain positive relationships with all internal customers and guests in order to exceed their needs.
与所有内、外部客人建立并保持积极关系，以预期其期望。
l Take action to address these needs in order to exceed their expectations.
采取行动说明这些需求以便能超过他们的期望。
l Create a positive hotel image in every interaction with internal and external customers.
在与内部及外部客人每一次互动的时候都争创积极的酒店形象。
l Adhere to hotel brand standards.
坚持酒店品牌标准。
l Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests.
保持产品及服务高标准，以便向客人解释并销售服务及设施。
l Assist guests and escort them to locations within the hotel at their request.
协助客人，并按其要求引领客人去酒店内的相应位置。
l Maintain knowledge of special programs and events in the hotel in order to recognize and respond to guests needs.
保持对酒店内特殊计划及活动的认知，如客人有需要时可识别并进行回复。
l Maintain current Hotel information to be able to provide information to guests.
保持对酒店当前信息的认知，以便将相关信息提供给客人。
l Implements procedures which enhance the guest experience.
实施会使客人满意度提升的工作程序。
Innovation
创新
l Generate new ideas and encourage creativity from your staff.
从本部门员工处获取新想法并对其创造性予以鼓励。
l Recognize the need for new and modified approaches.
认可新的、改良的方法的需要。
Teamwork
团队精神

l Demonstrate co-operation and trust with colleagues, supervisors, teams and across departments to deliver positive results.
在同事、主管、团队人员及部门间显示出合作与信任。
l Actively participate in wider hotel meetings.
积极参与酒店各项会议。
l 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.
以专业积极的方式与部门及酒店员工进行互动，以培养促进和谐的团队精神并确保有效的双向沟通。
Adaptability
适应性

l Be comfortable and effective in an environment of ambiguity or change.
可适应含糊或变化的环境，并有效率地工作。
l Be receptive to new ideas and respond to workplace changes in a flexible and optimistic manner.
善于接收新想法，以灵活乐观的方式回应工作中发生的改变。
l Complete tasks as directed by Management.
完成由管理层指派的任务。
Impact and Influence
效果及影响
l Promote your ideas persuasively, and shape the opinion of subordinates and overcome resistance.
有说服性的提出自己的意见，并将下属的意归纳整理。
l Build consensus for action and negotiate mutually beneficial solutions to problems.
使行动能得到大多数人的支持，并通过协商取得双赢的解决方法。

Leading and Developing People
领导并培养员工
l Inspire others to excel by clearly communicating business values and direction, recognizing good performance and providing managerial support.
通过清楚沟通行业价值取向激励其它员工超越自我，认可良好的工作表现并提供管理支持。
l Develop potential of others through coaching and development opportunities to build organization capability for the future.
通过指导及创造机会培养其它有潜力的员工，为部门的将来积蓄能量。
Cultural Awareness
文化意识
l Understands and takes into account the global nature of the business; works effectively with colleagues from different view points, cultures and countries.
理解与考虑到行业的全球性；与持不同观点、不同文化及来自不同国家的客人及同事高效地共事。

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Last Updated: 三月 24, 2024

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