酒店客房部文员岗位职责

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：

Housekeeping Supervisor, Assistant Supervisor,

Executive Housekeeper

客房部主管，助理行政管家，行政管家

JOB OVERVIEW职位概述

•Provide a telephone service that meets the hotel’s presentation standards.

•提供符合酒店形象标准的电话服务。

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

•Ensures forwarding and receiving of all information pertaining to the department in order to maintain set standards and achieve guest satisfaction

•确保接听和转达所有与部门相关的信息，确保既定标准并取得客户的满意。

•Receives, records, and distributes various reports

•接听、记录并分发各种报告。

•Receives, records, and transmits guest requests accurately

•准确接听、记录并传达客人的要求。

•Responsible for entering accurate room status into computer daily and investigate discrepancies

•负责每天将客房情况准确的输入电脑并调查各种异常情况。

•Maintains and update administrative data

•维护和更新行政数据。

•Maintains key control

•管理钥匙。

•Monitors lost property

•监管失物相关事宜。

•Maintains working area and equipment in a proper state of cleanliness and repair

•确保工作区域和设备得到良好的清洁和修缮。

•Report guest complaints to Executive Housekeeper or delegate immediately

•及时向行政管家或其代理人汇报客人的投诉情况。

•Complies with hotel’s health, safety and hygiene policies and adheres to conduct personnel grooming and hygiene standards

•遵守酒店的健康、安全和卫生政策，并遵守个人仪容和卫生规范。

•Attends meetings and training sessions as required

•按要求参加会议和培训活动。

•Is multi-skilled as a Room Attendant as well as other areas of Housekeeping

•成为掌握客房服务员和客房部其它业务领域工作技能的复合型人才。

•Adheres to Housekeeping standards and procedures and enforces same

•遵守并执行客房部的规范和工作程序。

•Maintains good relations with Housekeeping staff and other interfacing departments, in particular Front Office and Engineering

•与客房部员工以及其它关联部门，特别是前厅部和工程部保持良好的关系。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 –