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
•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)﹣
•Matters pertaining to Front Desk operations
•与前台相关的事宜
•Within the authority as assigned for Hotel Band 7 role
•酒店职位7级所拥有职权范围
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。

•Proficient in the use of Microsoft Office and Front Office System
•熟练使用微软办公软件和前台系统
•Problem solving and organizational abilities
•具有解决问题和组织能力
Qualifications –
学历
•Diploma or Vocational Certificate in Hotel Administration, Hotel Management or equivalent
•具有酒店行政管理，酒店管理或相关的大专学历或专业证书。

Experience –
经验
• 1 years experience in front office / guest services or related discipline including supervisory experience, or an equivalent combination of education and experience.
•拥有1年前厅或宾客服务工作经验，包括管理经验，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。