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1、酒店前厅部副经理工作岗位描述JOB TITLE:Assistant Front Office Manager职位： 前厅部副经理 AREA/DEPARTMENT:Rooms Division / Front Office部门： 房务部/前厅部 JOB BAND:5工作级别： 5HOTEL LEVEL: 5酒店级别： 5REPORTS TO:Front Office Manager 汇报于： 前厅部经理 POSITIONS SUPERVISED:Front Office Supervisor/ Duty Manager / Guest Relations/ Business直接下属： Centr
2、e Manager / Night Manager 前厅部主管/值班经理/宾客服务/商务中心经理/夜班经理 JOB SCOPE:Under the general direction of the Front Office Manager, and within the limits of established InterContinental Hotels Group policies and procedures and local hotel policies and procedure, assists in the forward planning of the departmen
3、t which includes Duty Manager, Guest Relations, Reception, Telephone Services, Business Centre and Concierge operations. 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
4、前厅部经理的全面指示，执行和遵循洲际酒店集团和本地酒店的相关政策和程序，有计划的协助值班经理，宾客服务，前台，总机，商务中心和礼宾各个部门的正常运作。 发扬企业工作文化的5个重要价值，信任，诚信，尊重，一个团队与服务洲际酒店集团的品牌品质。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
5、规定的标准。Signature签名： Date日期：: Key Responsibilities主要职责 Assists the Front Office Manager in all aspects of their duties协助前厅部经理全面负责部门 Assist Front Office Manager in execution of the management of staff 协助前厅部经理全面管理员工的执行能力 Monitor Front Office personnel to ensure guests receive prompt, cordial attention a
6、nd personal recognition监察部门员工以保证客人得到最亲切，体贴和个人化的服务与重视 Monitor Front Office and particularly Guest Relations personnel, to ensure IHG members, known repeat guests and other VIPs receive special attention and recognition监察前厅部的工作，确保酒店的会员及回头客人和重要贵宾的特别要求和重视 Control the availability of rooms, rooms types,
7、accuracy of room count and rate categories有效的控制房间数量，房型，房间账目和各种房价的精确度 Maximize occupancy, revenue and average rate while maintaining high service standards在保持高标准的服务标准下最大化的增加酒店入住率，收入以及平均房价 Liaise with Housekeeping Department to ensure room image is maintained and the “Room Ready on Arrival” policy is
8、adhered to时刻保持和客房部的紧密沟通以遵从提前安排给预到客人的政策以保障良好的房间状态 Turn away guests if occupancies deem it necessary ensuring no good-will is lost如果在允许的情况下不要流失任何的客人 Liaise closely with Executive Housekeeper to ensure special guest needs, amenities and other room related requests are met紧密联系行政管家确保达到客人的特别要求，房间欢迎物品和相关的要
9、求 Be aware of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out熟悉财务的政策和程序，紧密联络财务部门确保遵循财务程序 Know system recovery procedures熟悉恢复系统的程序 Interpret computer reports了解和熟知道系统报告 Compile statistics for front office and provide r
10、eports relating to that area制定前厅部门的统计以及提供相关的报表给相关的部门 Continually check the accuracy of room count不断地检查房间的数量，确保精确性 Approve upgrades and special amenities in absence of manager在经理不在场的情况下授权房间升级和特别欢迎礼物 Maintain inter-departmental relationships to ensure seamless customer service保持各部门的良好关系以更进一步服务客人 Inspe
11、ct frequently for cleanliness and orderliness, the lobby, reception and cashiers desk and, on a random basis, VIP rooms prior to arrival经常不定期的检查大厅，前台，预到重要贵宾房间的清洁和整洁 Assist in the preparation of efficient work schedule for Front Office Staff, arranging holidays and vacation, taking into consideration
12、 project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures协助准备员工有效的工作安排，合理安排休假，提前预知和考虑未来的住房信息，特别是一些大型团队和有特殊要求早/晚入住或早/晚退房的情况 Maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of departmental empl
13、oyees管理和监督部门员工仪容仪表的标准，包括：着装，卫生，制服，仪容仪表 Provide input for Front Office Departmental Meetings and deputizes in cases of absence在不在场的情况下提供部门会议的代表 Promote Inter-hotel sales and in house facilities推动对酒店的销售以及酒店的设施 Perform other tasks as assigned完成其他安排的任务Human Resource and Training Responsibilities人力资源和培训职
14、责 Works with Superior and Human Resource Manager to ensure the departmental performance of staff is productive. Duties include: 在公司人力资源结构框架中工作，确保部门员工的工作表现，主要职责包括：o Assists in planning for future staffing needs 协助计划未来员工需求o Assists in recruiting in line with company guidelines 根据公司的指示和要求协助招聘员工o Prepares and executes detailed induction program for new staff准备和执行新员工的具体工作职责的计划o Assists
