酒店前厅部主管岗位职责

Hotel Level: 酒店等级：I – V

一-五

Department:

部门：

Rooms Division

房务部

Job Band: 职位等级：7

7

Reports To:

直属上级：

Front Office Manager

前厅部经理

JOB OVERVIEW职位概述

•Responsible for the operational efficiency of all front office areas during shift and the service delivery of those areas. Provide timely and professional check-in/check-out services in accordance with established scripting and standards.

•负责管理所有前厅单位的运营效率和服务工作。根据设定的说明和标准提供及时和专业的入住和退房服务。

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 taking 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

•Conducts shift briefings to ensure hotel activities and operational requirements are known

•进行有效的交接班简报工作，以明确酒店活动和运营要求

•Supervise front office operations during assigned shift including:

•在当班期间监督前厅部运营情况，包括：

o Maintenance of guest information

o维护客户信息

o Maintenance of information about local events

o维护当地活动的信息

o Compile occupancy statistics

o统计入住情况

o Supervise the use of he public address system

o监督公共广播系统的使用

o Supervise group bookings

o监督团组预订情况

o Assisting with serious complaints

o协助解决严重投诉问题

•Supervise cashiering activities during shift including:

•在当班期间监督收银活动，包括：

o Cash handling and banking procedure

o现金处理和银行业务程序

o Dealing with irregular payments

o处理非法支付情况

o Instructing staff in credit policies and facilities

o就信用政策和设备对员工进行指导

o Instructing staff in cash security procedures

o就现金安全程序对员工进行指导

o Carry out debtor control

o实施应收帐款控制

o Prepare reports

o准备财务报告

o Supervise the cashiering system

o对收银系统实施监管

•Works with Superior and Human Resources on manpower planning and management needs

•与上级领导和人力资源部一起进行人力规划和管理需求。

•Works with Superior and Director of Finance in th e preparation and management of the Department’s budget.

•与上级领导和财务总监一起编制和管理部门预算。

ACCOUNTABILITY责任范围

Number of employees supervised –

管理的员工

Direct Bell Captain / Guest Service Agents

直接行李领班，前台接待

Indirect N/A

间接无

Annual Operating Profit/Payroll Budget –

年度经营利润和薪金预算

•N/A