酒店值班经理工作岗位描述中英文.docx

1、酒店值班经理工作岗位描述中英文酒店值班经理工作岗位描述(中英文)酒店值班经理工作岗位描述JOB TITLE: Duty Manager 职位： 值班经理AREA/DEPARTMENT: Rooms Division/Front Office部门： 房务部/前厅部JOB LEVEL: 6级别： 6HOTEL BAND: 5酒店级别 5REPORTS TO: Front Office Manager部门： 前厅部经理POSITIONS SUPERVISED: Nil监管下属： 无JOB SCOPE: Under the general direction of the Front Office M

2、anager or his / her delegate and within the limits of established InterContinental Hotels Group brand and local policies and procedures, responsible for all activities relevant to the Front Desk such as the reception, check in / out, rooming of all Hotel guests, escorting the guests to the room and

3、assisting them with inquiries. 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： 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

4、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: 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 Greets all guests at all times in a fri

5、endly and helpful manner and attempts to learn and use guests name at every opportunity 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 Registers and rooms all arrivals according to established procedures根据相关 程序登记所有的入住客人 Maintains intimate knowledge of departmental standards and procedures 熟知部门的标准和程序 Performs check i

6、n, check out and room change procedures and ensures all data are entered completely into the hotel systems in accordance with reservation if there is a need of assist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 Keeps abreast of all modifications to accounting policies and procedures与同事一起共同遵循和保证所有财务政策

7、和程序的更新 Knowledgeable of all special promotion procedures, for programs such as; Seasonal Packages, Frequent Flyers Programs, and also Intercontinental Hotels Group Loyalty programs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 Attends to guests complaints, inquiries and requests, referees problems to Front Of

8、fice Manager/Asst. Front Office Manager if he/she unable to assist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 Does everything possible to ensure that the guests depart the hotel with a positive impression of hotel service尽可能的满足客人的要求让客人带着对酒店服务的良好感受离店 Maintains comprehensive knowledge of standard reservation proced

9、ures including correct forms to use, how to read telex, e-mail, messages, and how to interpret availability sources within the reservation systems熟悉全面的知识技能,包括预定的程序,电邮和留言的读取,预定系统的操作 Maintains exemplary deportment standards of behavior and appearance and attitude as expected in a IHG Brand 行为和表现要和酒店品牌

10、保持一致 Daily to check through PCR members and VIPs list and arrival reports, to check rooms of expected arrival guests and ensure that amenities are prepared and ordered. Upon arrival, greet and welcome them每日查看PCR会员名单、VIP名单和预计抵达客人名单，确保所有当日达到客人的房间和欢迎物品,在客人入住的时候亲切的欢迎他们 Check weekly on report for long s

11、taying guests, establish and maintain contact with the guests. Entertain them occasionally.每周检查长住客人的报表，和客人保持联系，适当的时候可以宴请款待他们 Maintain files on Hotels facilities, airline schedules, transportation schedules / routes and course, map and other relevant tourist information保证酒店设施，航空信息，交通信息以及路线，地图和其他相关旅游信

12、息的存档 Be conversant with all hotels activities by reading event order, Public Relation materials and also promotion of competitor advertisement in the media for details on special promotion熟悉酒店的各种宴会，外界信息同时了解竞争对手的一些宣传和推广 Attends to all guests queries / complaints and channel feedback to the relevant D

13、epartment Heads for appropriate actions. All such queries and complaints must be given immediate attention. If necessary, to pacify while investigate is being carried on and also it must be recorded it the logbook留意客人的要求/投诉及时反馈给相关的部门领导,所有的要求必须要求相应的行动,在有的情况下,先安抚客人同时做好记录 Distributes VIP release to dep

14、artment concerned after having obtained room members and signature of Guest Relations Manager. Check additional VIP report for delivery of special amenities and prepares additional requisition for VIP Walk In for distribution和相关部门紧密沟通贵宾客人的相关信息,同时检查更新的贵宾到达报表,同时保证相应的欢迎物品,包括准备无预定贵宾的欢迎物品 Guest Relations

15、 Representatives time spent at the lobby desk should be maximized in order to properly attend to guest specific requests including but not limited to在前台区域和客人接触，关注他们的个别需要 Assisting with reconfirmation of Airline bookings through Business Centre协助商务中心同事的确认/航班预定工作 Accepting reservations for the next de

16、stination hotel bookings为客人预定下一站酒店 Providing assistance with specific queries or problems根据客人具体要求提供帮助 Checks long staying guest list for sending weekly fruits and flowers.每周检查长住客人报表并发水果和鲜花 Bid farewell to VIP checking out guests在退房时热情欢送贵宾 To arrange a birthday gift to Resident guest especially Long

17、Staying Guests or Returning Guests为长住客人和回头客人安排生日礼物 Preparation of PCR and VIP arrivals, when necessary在需要的时候准备贵宾和PCR会员的到店工作 Be sensitive to know the guests s birthday , anniversary, honeymoon etc对客人的生日，周年纪念日，蜜月旅行等保持敏锐 Make courtesy calls to guests to gather feedback 打电话给客人收集反馈意见 Assist in any other

18、duties when required by the Front Office Manager and Asst. Front Office Manager duty 协助前厅部经理和前厅部副经理的其他工作 Endeavors to maintain the high standards of the hotel with particular regard to the importance of ICHG Loyalty Program member and other VIPs and with reference to hotel and to be a health or safe

19、ty hazard努力为酒店的会员和贵宾创造一个安全,优雅,高品质服务 Performs other tasks as assigned完成其他分配的任务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

20、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 saf

21、ely 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T

22、aking Responsibility责任感 Strive for constant improvement and take responsibility for your own performance 努力不断的提高自己的工作表现 Adhere to InterContinental Hotel Group Corporate Code of Conduct坚持洲际酒店集团的管理模式 Adhere to Hotel Handbook and general policies and procedures坚持员工守则和总的政策与程序 Adhere to Front Office Poli

23、cies and Procedures坚持部门的政策与程序 Report problems to Management with suggestions for resolution向管理部门反应问题并提出解决建议Understanding My Job了解自己的工作 Clarifies own job responsibilities and looks for opportunities that will increase skills and job knowledge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 Understands how their role fits

24、 with others and contributes to the success of business了解自己在团队合作中的角色，并为部门的成功做出贡献 Understands the hotels facilities, products and services了解酒店的各种设施设备，产品和服务 Provides information when requested and promotes hotels services, facilities and special events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 Implements department

25、procedures and policies as needed贯彻执行部门的政策和程序Customer Focus关注客人 Build and maintain positive relationships with all internal customers and guests in order to anticipate their needs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 Anticipate guest needs, handle guest enquires, and solve problems满足客人的需要，答复客人的问询并解决问题 Create

26、a positive hotel image in every interaction with internal and external customers在内部和外部客户交流互动中创造积极的酒店形象 Adhere to hotel brand standards坚持酒店的品牌标准 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。 Assis

27、t 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 Maintain current Hotel information to be able to provide information

28、 to guests了解酒店的最新信息以便答复客人问询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Communicate well to ensure effective shift hand-over通过良好的交流确保交班工作的顺利进行 Actively participate in organized m

29、eetings积极参与各种会议 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 Be open to new ideas and make changes in the job and rout

30、ine as required在日常工作中乐于接受新观点和做出必要的改变 Work in line with business requirements 工作表现符合业务要求 Complete tasks as directed by Management完成管理层指派的工作Developing Self自我发展 Develop/update skills and knowledge (internally or externally) to reflect changed technology or changed work requirements发展/更新自己的技能和知识（工作内或工作外

31、的）来适应工作要求或操作技术的改变 Seek feedback on areas of shortfall寻找并分析存在的不足之处 Maximize opportunities for self development为自我发展寻求更多的机会 Reliability可靠性 Ensure that your work quality meets the standards required and complete tasks in a timely and thorough manner with minimum supervision自觉及时和全面的完成工作，并确保工作质量符合酒店标准 Follow standards, policies and procedures遵守酒店的标准，制度和程序 Meet hotel attendance and grooming standards遵守酒店的仪容仪表标准Cultural Awareness文化意识 Work effectively with customers and colleagues from differe