酒店电话服务主管工作岗位描述(中英文)Word下载.doc

1、部门 房务部/前厅部/总机 JOB BAND:7级别: 7HOTEL LEVEL:5 酒店级别 5REPORTS TO: Duty Manager/Front Office Manager 直属上级值班经理/前厅部经理POSITIONS SUPERVISED:Guest Service Agent -Telephone 监管下属: 接线生JOB SCOPE: Under the general direction of the Front Office Manager and within the limits of established by InterContinental Hotels

2、 Group and local policies and procedures, oversees and directs all aspects of Telecommunication services to achieve the highest possible guest satisfaction. Promotes the desired work culture around the five core values of Trust, Integrity, Respect, One Team and Service of the InterContinental Hotels

3、 Group and the brand ethos. 工作范围: 服从前厅部经理的全面指示，执行和履行洲际酒店的一些本地相关政策和程序，监管和负责总机服务和运作确保最大化的满足客人.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

4、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 Directs, supervises and coordinates the activities in Telecommunication department管理,监督和协调总机房的运作. Develops and implement procedures for proper handling in and out going telephone calls, facsimile transmission, rental equipment, lease

5、 telephone lines and other telecommunication services执行和促进处理所有电话,传真,相关设备的程序和其他相关服务. Investigates complaints regarding the Telecommunication services and the Operators and technicians, takes appropriate actions.调查所有关于电话设备和服务的投诉并采取行动. Develops working plans to carry out goals, compares actual achievem

6、ents against goal periodically, take necessary corrective actions推动工作计划,分享目标,把实际的成绩和目标作比较并作出相应的措施. Establishes and maintains effective employee relations建立维护和员工的良好关系, Organizes and conducts regular meeting for all Telecommunication staff to facilitate communication and a smooth operation组织部门例会促进交流和运

7、作. Manages and monitors the operation of all equipments, software, hardware and ensure all units are working and installed properly检查和监督所有营运设备和各种设施保证所有的工作设备正常运作 Ensures all telecommunication equipments are covered by the correct maintenance contract and the preventive maintenance is performed确保所有的设备

8、有预防性维护并且在合约商的维护计划之内. Maintains up to date list of all telecommunication equipment保留所有设备的最新清单. Monitors the performance of PABX/Voice Mail/Call Accounting software and maintain logbook of equipment performance report监督所有电话设备/语音信箱/计费系统的正常运作并作有记录. Investigates and reports software problem to Vendors, c

9、oordinates interface problem solving with the hotel System Manager调查和报告所有的异常情况给相应的供应商和酒店的电脑房经理. Maintains suitable record to process telephone calls in the billing system,确保电话费用转入帐户的记录 Maintains user documentation, PABX system reports, telephone list, and numbering plan leases agreement on rental li

10、nes, maintenance contract and local licenses保留设备的使用说明、电话交换机的相关报表,电话清单,维修记录和相关执照、合同、许可证 Performs PABX data-base programming and regular service change to control class of service on all telephone sets in the hotel. 完成所有数据规划和服务以达到最好的电话服务. Prepares and controls departmental budgeted准备和控制部门的预算. To atten

11、d Telecommunication seminar, product knowledge, presentation, organized by the external bodies 参与组织的相关技能,产品知识的培训. Performs related duties and special projects as assigned完成指派的其他相关的项目和任务. Conducts shift briefings to ensure hotel activities and operational requirements are known 举行交接班会确保员工知晓酒店的推广和运作需要

12、. Prepares efficient work schedule for Telephone staff, arranging holidays, vacation, taking occupancy and forecasts and any large group movements into consideration有效位员工排班，合理安排假期，预测未来生意从而作出相应的行动计划，特别是有大型的团队和活动的时候。 Performs other tasks as assigned完成其他的任务.Human Resource and Training Responsibilities人

13、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 Prepare induction programs for new employees and allocate sufficient time for their implementation 准备新员工的工作计划合理安排工作时间o Conduct on the

14、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 根据公司的指南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 保证新员工在入职第一个月内参加入职培训o Coach, counsel and discipline staff in breach of hotel policies and departmental procedures, providing constructive feedback