酒店值班经理工作岗位描述(中英文)

CopyrightInterContinentalHotelsGroupLastUpdated:TIME\@"MMMMd,yyyy"June9,2024 PagePAGE4of5酒店值班经理工作岗位描述JOBTITLE: DutyManager职位：值班经理AREA/DEPARTMENT: RoomsDivision/FrontOffice部门：房务部/前厅部JOBLEVEL: 6级别：6HOTELBAND: 5酒店级别5REPORTSTO: FrontOfficeManager部门：前厅部经理POSITIONSSUPERVISED: Nil监管下属：无JOBSCOPE: UnderthegeneraldirectionoftheFrontOfficeManagerorhis/herdelegateandwithinthelimitsofestablishedInterContinentalHotelsGroupbrandandlocalpoliciesandprocedures,responsibleforallactivitiesrelevanttotheFrontDesksuchasthereception,checkin/out,roomingofallHotelguests,escortingthegueststotheroomandassistingthemwithinquiries.PromotesthedesiredworkculturearoundthefivecorevaluesofTrust,Integrity,Respect,OneTeamandServiceoftheInterContinentalHotelsGroupandthebrandethos.工作范围：服从前厅部经理或授权主管的全面指示，执行和遵循洲际酒店集团和当地酒店的政策和程序，负责前台的相关工作，协助客人入住，退房，陪同客人到房间以及协助其他相关的要求。发扬企业工作文化的5个重要价值，信任，诚信，尊重，一个团队与服务洲际酒店集团的品牌TESTIMONIAL:IherebyconfirmhavingreadthedutiesandagreetoperformthesedutiesassetoutintheJobDescriptiontotherequiredstandards.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：….KeyResponsibilities主要职责Greetsallguestsatalltimesinafriendlyandhelpfulmannerandattemptstolearnanduseguest’snameateveryopportunity友好热情的欢迎和接待所有客人,努力自我学习及称呼客人的名字Registersandroomsallarrivalsaccordingtoestablishedprocedures根据相关程序登记所有的入住客人Maintainsintimateknowledgeofdepartmentalstandardsandprocedures熟知部门的标准和程序Performscheckin,checkoutandroomchangeproceduresandensuresalldataareenteredcompletelyintothehotelsystemsinaccordancewithreservationifthereisaneedofassist准确操作入住,推房和换房的电脑系统,保证和预定的一致性,和其他部门紧密协作满足客人要求Keepsabreastofallmodificationstoaccountingpoliciesandprocedures与同事一起共同遵循和保证所有财务政策和程序的更新Knowledgeableofallspecialpromotionprocedures,forprogramssuchas;SeasonalPackages,FrequentFlyersPrograms,andalsoIntercontinentalHotelsGroupLoyaltyprograms熟悉所有推广的程序，比如，季度推广，航空会员计划，国际酒店集团的忠诚计划Attendstoguest’scomplaints,inquiriesandrequests,refereesproblemstoFrontOfficeManager/Asst.FrontOfficeManagerifhe/sheunabletoassist关注客人的投诉和需求,在不能解决的情况下立即汇报主管或经理ReturningGuests为长住客人和回头客人安排生日礼物PreparationofPCRandVIParrivals,whennecessary在需要的时候准备贵宾和PCR会员的到店工作Besensitivetoknowtheguests‘sbirthday,anniversary,honeymoonetc对客人的生日，周年纪念日，蜜月旅行等保持敏锐Makecourtesycallstogueststogatherfeedback打电话给客人收集反馈意见AssistinanyotherdutieswhenrequiredbytheFrontOfficeManagerandAsst.FrontOfficeManagerduty协助前厅部经理和前厅部副经理的其他工作EndeavorstomaintainthehighstandardsofthehotelwithparticularregardtotheimportanceofICHGLoyaltyProgrammemberandotherVIP’sandwithreferencetohotelandtobeahealthorsafetyhazard努力为酒店的会员和贵宾创造一个安全,优雅,高品质服务Performsothertasksasassigned完成其他分配的任务OccupationalHealthandSafetyResponsibilities职业健康和安全职责DemonstrateAwarenessofOH&SpoliciesandproceduresandensureallproceduresareconductedsafelyandwithinOH&Sguidelinesandensureyourdirectreportsdothesame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Beawareofdutyofcareandadheretooccupational,healthandsafetylegislation,policiesandprocedures了解并坚持职业的、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，和紧急情况的处理程序，并能正确的使用相关的设备Initiateactiontocorrectahazardoussituationandnotifysupervisorsofpotentialdangers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Logsecurityincidentsandaccidentsinaccordancewithhotelrequirements按酒店的要求，记录安全事故和意外事故KeyCompetencies主要能力KeyTasks主要任务TakingResponsibility责任感Striveforconstantimprovementandtakeresponsibilityforyourownperformance努力不断的提高自己的工作表现AdheretoInterContinentalHotelGroupCorporateCodeofConduct坚持洲际酒店集团的管理模式AdheretoHotelHandbookandgeneralpoliciesandprocedures坚持员工守则和总的政策与程序AdheretoFrontOfficePoliciesandProcedures坚持部门的政策与程序ReportproblemstoManagementwithsuggestionsforresolution向管理部门反应问题并提出解决建议UnderstandingMyJob了解自己的工作Clarifiesownjobresponsibilitiesandlooksforopportunitiesthatwillincreaseskillsandjobknowledge清楚自己的工作职责，并寻找提高自己工作技巧和知识的机会Understandshowtheirrolefitswithothersandcontributestothesuccessofbusiness了解自己在团队合作中的角色，并为部门的成功做出贡献Understandsthehotel’sfacilities,productsandservices了解酒店的各种设施设备，产品和服务Providesinformationwhenrequestedandpromoteshotel’sservices,facilitiesandspecialevents当客人询问时提供信息，并推荐酒店的服务，设施和特别活动Implementsdepartmentproceduresandpoliciesasneeded贯彻执行部门的政策和程序CustomerFocus关注客人Buildandmaintainpositiverelationshipswithallinternalcustomersandguestsinordertoanticipatetheirneeds与内部员工和客人建立并保持积极的关系，以超越他们的需求Anticipateguestneeds,handleguestenquires,andsolveproblems满足客人的需要，答复客人的问询并解决问题Createapositivehotelimageineveryinteractionwithinternalandexternalcustomers在内部和外部客户交流互动中创造积极的酒店形象Adheretohotelbrandstandards坚持酒店的品牌标准Maintainahighlevelofproductandserviceknowledgeinordertoexplainandsellservicesandfacilitiestoguests为给客人解释和销售酒店的服务和设施，应具备高水平的产品和服务知识。Assistguestsandescortthemtolocationswithinthehotelattheirrequest帮助并引领客人到酒店内他们想去的地方Maintainknowledgeofspecialprogramsandeventsinthehotelinordertorecognizeandrespondtoguestsneeds了解酒店内的特别推广和活动，以便能了解客人的需求并做出反应MaintaincurrentHotelinformationtobeabletoprovideinformationtoguests了解酒店的最新信息以便答复客人问询Teamwork团队精神Demonstrateco-operationandtrustwithcolleagues,supervisors,teamsandacrossdepartmentstodeliverpositiveresults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Communicatewelltoensureeffectiveshifthand-over通过良好的交流确保交班工作的顺利进行Activelyparticipateinorganizedmeetings积极参与各种会议Interactwithdepartmentandhotelstaffinaprofessionalandpositivemannertofostergoodrapport,promoteteamspiritandensureeffectivetwowaycommunication以专业和积极的态度与部门和酒店员工互动，以建立和谐的关系，促进团队精神并确保有效的双向交流Adaptability适应能力Beopentonewideasandmakechangesinthejobandroutineasrequired在日常工作中乐于接受新观点和做出必要的改变Workinlinewithbusinessrequirements工作表现符合业务要求CompletetasksasdirectedbyManagem