酒店机场代表岗位职责

Hotel Level: 酒店等级：I – V
一-五
Department:
部门：
Rooms Division
房务部
Job Band: 职位等级：9
9
Reports To:
直属上级：
Concierge / Chief Concierge/ Front Office Manager
礼宾主管，礼宾部经理，前厅部经理
JOB OVERVIEW职位概述
•Responsible for meeting and greeting guests at the airport and projecting a positive first impression of the hotel to arriving guests.
•负责在机场接待客人，并使客人对酒店留下良好的第一印象。

At InterContinental Hotels & Resorts®we want our guests to feel special, cosmopolitan and In the Know which means we need you to:
•Be charming by being approachable, having confidence and showing respect.
•Stay in the moment by understanding and anticipating guests’ needs, being attentive and taki ng ownership of getting things done.
•Make it memorable by being knowledgeable, sharing stories and showing your style to create moments that make people feel special.
在洲际酒店及度假村®，我们希望宾客感觉风格独特、时尚现代和深入洞悉，这意味我们需要你：
•亲切、充满自信、体现尊重来展现富有魅力的你。

•理解和预测宾客的需要、做到细心周到、具主人翁精神、把事情办好，保持专注当下。

•见多识广、分享阅历、展现你的风格来创造令人感觉特别的时刻，做到令人难忘。

DUTIES AND RESPONSIBILITIES工作职责
•Project a first positive impression of the Hotel to arrival guests by extending a warm welcome and provide any required assistance
•对客人进行热烈欢迎并提供各种协助，给客人留下良好的第一印象。

•Maintain detailed knowledge of all facilities and services offered by the hotel
•充分了解酒店的各种设施和服务。

•Communicate with Front Office Manager, Guest Relation Manager, Duty Manager on shift and any other Department for VIP guests to be welcomed at the airport and ensure transportation is arranged
•与前厅部经理、客户关系部经理、当班的值班经理以及其它部门进行沟通，确定要在机场迎接的贵宾等事项，并确保做好交通上的安排。

•Be present at all scheduled flight landings and assist incoming guests with baggage clearance and directing them to transport facilities
•保证所有航班抵达时均在场，并协助客人办理行李放行事宜，然后指引他们到达相应的交通设施。

•Assist departing guests in pre check in, ticketing and baggage clearance
•协助乘机离开的客人办理提前登记，购票和行李放行事宜。

•Maintain a good relationship with airline personnel, immigration and custom officers
•与航空公司人员、移民及海关部门官员保持良好关系。

•Provide every assistance to passengers affected by layovers
•向临时滞留机场的客人提供一切协助
•Promote and sell the hotel to arriving guests who do not have accommodation (ie walk in guests)
•向没有事先预订酒店的客人（即“无预订散客”）介绍和推销酒店。

•Maintain appropriate standards of conduct, dress, hygiene, uniform and appearance
•保持行为、穿着、制服着装和外表形象的适当标准。

•Establishes and maintains effective employee relations
•建立并保持良好的员工关系。

•Attends and participates in departmental meetings and training sessions as required
•按要求参加部门会议和培训。

ACCOUNTABILITY责任范围
Number of employees supervised –
管理的员工
Direct N/A
直接无
Indirect N/A
间接无
Annual Operating Profit/Payroll Budget –
年度经营利润和薪金预算
•N/A
•无
Key Metrics –
主要绩效指标
•Completion of assigned tasks
•完成分配给的工作的情况
Decision Making Responsibilities (Decision Rights) –
决策职责(决策权)﹣
•N/A
•无
QUALIFICATIONS AND REQUIREMENTS任职要求
Required Skills –
技能要求
•Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.
•拥有在与他人交往时大多数时间所使用的沟通技能；完全代表酒店，品牌和公司与顾客，员工和第三方交往的能力。

•Able to read and write English
•能够读写英语
Qualifications –
学历
•High School or Vocational Certificate in Hotel Administration, Hotel Management or equivalent
•具有高中或酒店行政管理，酒店管理或相关的专业证书。

Experience –
经验
• 1 year experience in concierge / customer service, or an equivalent combination of education and experience.
•拥有1年礼宾部或宾客服务部工作经验，或与此相当的教育和相关工作经验结合的背景。

The statements in this job description are intended to describe the essential nature and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.
Employee Name (print)
Employee Signature Date
此职位描述所陈述的只是该项工作的核心内容和主要层面，并非所有职责或资历要求。

员工姓名(正楷)
员工签名日期。