酒店前厅经理工作岗位描述(中英文)

酒店前厅经理工作岗位描述JOBTITLE:        FrontOfficeManager职位：          前厅部经理AREA/DEPARTMENT:    RoomsDivision/FrontOffice部门：          房务部/前厅JOBBAND:        4职位级别：        4HOTELLEVEL:      I-V酒店级别：        5REPORTSTO:  DirectorRooms/RoomsDivisionManager/HotelManager/ResidentManager/GeneralManager汇报于：  房务总监/房务部经理/酒店经理/驻店经理/总经理POSITIONSSUPERVISED:  Asst.FrontOfficeManager/DutyManager/BusinessCentreManager/ChiefConcierge/NightManager/GuestRelationsManager/TelephoneServicesManagerandOperators直接下属：  助理前厅部经理/值班经理/商务中心经理/礼宾部经理/夜班经理/客户关系经理/电话服务经理JOBSCOPE:  TomanagertheoperationsoftheFrontOfficeDepartmentbyensuringproductqualitystandardsaremetandthatoptimumserviceisprovidedtoallhotelguestsaccordingtothehotel’sandInterContinentalHotelsGroupbusinessobjectives. Toperformthehumanresourcefunctioninensuringstaffselection,training,counselingandrecognitionprogramsareadheredtoinordertomaximizeperformancestandardsandtoadheretoguestservicestandardsinordertomaximizeguestsatisfaction.PromotesthedesiredworkculturearoundthefivecorevaluesofTrust,Integrity,Respect,OneTeamandServiceoftheInterContinentalHotelsGroupandthebrandethos.                工作范围：  管理前厅部运行，确保产品质量和对客服务达到酒店和洲际酒店集团的业务指标。执行人力资源 职责 岗位职责下载项目部各岗位职责下载项目部各岗位职责下载建筑公司岗位职责下载社工督导职责.docx 确保遵循员工选择聘用，培训，咨询和表彰系统要求以最大程度的到达要求标准同时最大化的提高客人满意度。  发扬洲际酒店集团以信任、诚实、尊重、团队、服务为五个核心价值的公司文化和品牌精神。TESTIMONIAL: IherebyconfirmhavingreadthedutiesandagreetoperformthesedutiesassetoutintheJobDescriptiontotherequiredstandards.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规定的标准。Signature签名: ………………………………………………………………………………………………  Date日期: ………………………………KeyResponsibilities主要职责∙Monitorfrontofficepersonneltoensureguestsreceiveprompt,cordialattentionandpersonalrecognition管理前厅部人员确保客人有快捷，热情和人性化的服务∙SupervisetheFrontOfficeteamtoensureoptimumoccupancyandaverageroomrateforthepurposeofmaximizingrevenue管理前厅团队，确保乐观的住房率和平均房价实现收入最大化∙MonitorFrontOffice,andparticularlyGuestRelationspersonnel,toensureprioritymembersknownrepeatguestsandotherVIPsreceivespecialattentionandrecognition管理前厅部，尤其客务关系部人员，确保会员，常住客和贵宾客户收到特别的服务∙PromoteInter-Hotelsalesandin-housefacilitiesandmonitorsFrontOfficeMarketingtechniquesinlinewithFITmarketingprogram促销店内销售，管理前厅部市场技能∙Maintaininter-departmentalrelationshipstoensureseamlesscustomerservice维持部门内部关系，确保对客服务的流畅∙Assumeoverallresponsibilityformaintainingstandardstoensurefurnishingsfacilitiesandequipmentareclean,ingoodrepairandwellmaintained采取整体维护责任确保设施设备的清洁，状态完好∙Scheduleandregularlyconductsroutineinspectionsofareasunderhis/hercontrol时常安排和巡视各责任区域∙MaintainknowledgeofcreditpoliciesandproceduresandliaisecloselywithFinanceDepartmenttoensurethatcreditproceduresareproperlycarriedout维持信用制度和程序的更新，与财务部密切联系确保所有信用程序的有效执行∙Knowsystemrecoveryprocedures知晓系统恢复程序∙Interpretcomputerreports解读电脑报告∙Compilestatisticsforfrontofficeandprovidereportsrelatingtothatarea编辑前台报表并提供相关报告∙Continuallychecktheaccuracyofroomcount不间断的检查客房数目的准确性∙Approveupgradesandspecialamenities批复升级和特别客用品∙Maintainappropriatestandardsofconduct,dress,hygiene,uniforms,appearanceandpostureofdepartmentalemployees保持部门员工的适当着装，卫生，制服，行为标准，姿势和整体形象∙Conductcomprehensivemonthlydepartmentalmeetingstoincludeareviewofproceduresandeventswhichwarrantsspecialhandlinganddetailedinformation组织部门每月例会∙CommunicatetotheGeneralManagerofhis/herdelegateallinformationlikelytobeofinteresttothemsuchastheexpectedarrivalanddepartureofVIPsandallotherpertinentinformation与总经理及他的团队沟通相关客人信息例如重要客人的入店与离店等∙MaintainallproceduresandadherestothemwithintheICHGguidelines;inparticularwithemphasisonhotelcreditpolicy维持所有程序，遵循洲际酒店集团指导方针：例如特别是酒店的信贷程序等∙InconjunctionwiththeEmergencyResponseTeamprepareemergencyproceduresuponadvicefromrelevantauthoritythatcoversuchemergenciesasFire,PowerOutrage,BombThreat,CycloneWarnings,etc与紧急预案团队协力准备应急措施，包括：火情，断电，炸弹恐吓，飓风等∙PreparesefficientworkscheduleforFrontOfficeStaff,arrangingholidaysandvacation,takingintoconsiderationprojectoccupancyandforecastsandanylargegroupmovements,especiallythosewithearlyorlatearrivalsordepartures准备有效率的员工工作表，根据预测住房率，和大型团队活动尤其是到达和离店时间HumanResourceResponsibilities人力资源职责∙WorkswithHumanResourceManagertoensurethedepartmentalperformanceofstaffisproductive.Dutiesinclude:与人力资源经理一起确保部门员工的工作是高效的。职责包括：oAssistsinplanningforfuturestaffingneeds辅助制定未来所需员工的编制计划oAssistsinrecruitinginlinewithcompanyguidelines根据公司用人方针招聘员工oPreparesandadministersdetailedinductionprogramfornewstaff准备并管理新员工的详细工作计划oAssistsinmaintainingacomprehensive,currentandguestfocusedsetofdepartmentalstandardsandproceduresandoverseestheirimplementation辅助制定全面的、当前的和关注客人的部门标准和程序，并监督员工的执行oEnsuringtrainingneedsanalysisofRoomsDivisionstaffiscarriedoutandtrainingprogrammers’aredesignedandimplementedtomeetneeds确保所有员工的培训需求都得到了执行，并且培训的计划的设计和执行都满足了所有需要oProvidesinputforprobationandformalperformanceappraisaldiscussionsinlinewithcompanyguidelines根据公司的方针及时汇报检查结果和成绩评估oCoaches,counselsanddisciplinesstaff,providingconstructivefeedbacktoenhanceperformance指导，培训员工，与员工交流，并反馈建设性的意见以提高员工评估成绩oRegularlycommunicateswithstaffandmaintainsgoodrelations定期与员工进行交流并保持良好的关系oImplementsaproductiveworkscheduleinaccordancewithlaborlaws在符合劳动法的前提下执行高效的工作计划oApprovesleaveafterconsideringhoteloccupancies在考虑了酒店的住房率后可批准休假FinancialResponsibilities经济职责∙Workswithsuperiorinthepreparationandmanagementofthedepartment’sbudget.Dutiesinclude:与主管一起准备和管理部门的预算工作，职责包括：oAssistsincoordinatingthepreparationofthedepartmentalannualbudget辅助整理部门年度预算的准备工作oControlsandmonitorsdepartmentalcostsonanongoingbasistoensureperformanceagainstbudget按现行标准监控部门成本以确保符合预算OccupationalHealthandSafetyResponsibilities职业健康和安全职责∙DemonstrateAwarenessofOH&SpoliciesandproceduresandensureallproceduresareconductedsafelyandwithinOH&Sguidelinesandensureyourdirectreportsdothesame熟悉职业保健、安全职责相关政策和程序，以确保所有程序能得以安全地执行，并在职业保健和安全职责方针的指导下确保行为落到实处∙Beawareofdutyofcareandadheretooccupational,healthandsafetylegislation,policiesandprocedures了解并坚持职业的、健康的、安全地立法、政策和程序∙Befamiliarwithpropertysafety,firstaidandfireandemergencyproceduresandoperateequipmentsafelyandsensibly熟悉酒店安全，急救，消防，和紧急情况的处理程序，并能正确的使用相关的设备∙Initiateactiontocorrectahazardoussituationandnotifysupervisorsofpotentialdangers及时对危险的情形采取补救措施，并对主管通报存在的潜在危险∙Logsecurityincidentsandaccidentsinaccordancewithhotelrequirements按酒店的要求，记录安全事故和意外事故KeyCompetencies主要能力KeyTasks主要任务DriveForResults关注结果∙Competeagainstastandardofexcellencebysettinghighperformancestandardsandpursuingaggressivegoals 通过设立较高的成绩标准并追求积极进取的目标，力争达到优秀的标准∙Striveforconstantimprovementsandtakesresponsibilityforachievingbusinessresultsandperseveredespiteobstacles争取每时每刻的进步并为达到营业结果负责，不论障碍有多少都要坚持UnderstandingtheBusiness理解酒店经营∙Demonstrateaninterestinandanunderstandingofissuesrelevanttoyourdepartmentandhotelandkeepyourknowledgeuptodate,includinglegislativeinformation愿意了解并明白与本部门和酒店相关的信息和知识，并时刻更新包括立法信息等知识∙AdherestoIntercontinentalHotelsGroupCorporateCodeofConduct,EmployeeHandbookandHotelpolicies拥护洲际酒店集团公司管理法则，员工 手册 华为质量管理手册 下载焊接手册下载团建手册下载团建手册下载ld手册下载 以及酒店政策∙Demonstratesanunderstandingofcompetitors’majorstrengthsandweaknesses了解竞争者主要长处和弱点∙Establishesandinterpretskeyperformanceindicatorstomanagethebusiness,consistentlytakesintoaccountsfinancialimplicationsofbusinessdecisionsandrecommendations建立和说明重要的业绩运作 方法 快递客服问题件处理详细方法山木方法pdf计算方法pdf华与华方法下载八字理论方法下载 以便控制经营管理，保持财务的决策和建议∙Hasabroadknowledgeofhowthebusinessisrun,focusesonthemajorfactorsnecessarytoensurethatthebusinessissuccessfulandprofitable具备广泛的商业管理知识，注重一些必要的因素以确保生意能成功并获得收益ProblemSolvingandDecisionMaking解决问题并做出决定∙Diagnoseproblemsandthoroughlyanalyzeinformationtoguidedecisionmaking找出问题并全面分析相关信息以便做出正确的决策∙Evaluateandassimilatecriticalinformationwhenreachingconclusionsandmakelogical,competentdecisions在做合理全面的决定前评估并吸收批评意见CustomerFocus关注客人∙Buildandmaintainpositiverelationshipswithallinternalcustomersandguestsinordertoexceedtheirneeds.与内部员工和客人建立和维持积极的关系，以便能有效满足他们的合理需求∙Takeactiontoaddresstheseneedsinordertoexceedtheirexpectations通过行动满足需求，甚至超出客人的期望值∙Createapositivehotelimageineveryinteractionwithinternalandexternalcustomers在与员工和客人的交流中建立积极的酒店形像∙Adheretohotelbrandstandards坚持酒店品牌标准∙Maintainahighlevelofproductandserviceknowledgeinordertoexplainandsellservicesandfacilitiestoguests为向客人解释和销售酒店的服务和设施，应保持高水准的产品和服务知识∙Assistguestsandescortthemtolocationswithinthehotelattheirrequest帮助并引领客人到酒店内他们想去的地方∙Maintainknowledgeofspecialprogramsandeventsinthehotelinordertorecognizeandrespondtoguestsneeds为了解客人的需求并做出反应，应了解酒店的特别活动和会议情况∙MaintaincurrentHotelinformationtobeabletoprovideinformationtoguests了解当前酒店的信息以便客人的查询∙Implementprocedureswhichenhancetheguestexperience执行提高待客经验的措施Innovation创新能力∙Generatenewideasandencouragecreativityfromyourstaff不断更新创新理念并从员工那里获得更多的创造力∙Recognizetheneedfornewandmodifiedapproaches关注需求的变化并及时调整方式Teamwork团队精神∙Demonstrateco-operationandtrustwithcolleagues,supervisors,teamsandacrossdepartmentstodeliverpositiveresults与同事友好合作并对同事、主管、团队给予信任，可跨部门地交流工作成果∙Activelyparticipateinwiderhotelmeetings积极参与更多的酒店会议∙Interactwithdepartmentandhotelstaffinaprofessionalandpositivemannertofostergoodrapport,promoteteamspiritandensureeffectivetwowaycommunication以专业且积极的风格与酒店和部门的员工互动以建立和睦的关系，促进团队精神并确保有效的双向交流Adaptability适应能力∙Becomfortableandeffectiveinanenvironmentofambiguityorchange在环境发生变化或未确定时保持舒适性和高效性∙Bereceptivetonewideasandrespondtoworkplacechangesinaflexibleandoptimisticmanner用灵活乐观的方式接受新理念并对工作场所的改变做出反应∙CompletetasksasdirectedbyManagement完成管理层指派的任务ImpactandInfluence影响力∙Promoteyourideaspersuasively,andshapetheopinionofsubordinatesandovercomeresistance良好的表达你的理念并 规范 编程规范下载gsp规范下载钢格栅规范下载警徽规范下载建设厅规范下载 下属的意见，克服阻碍∙Buildconsensusforactionandnegotiatemutuallybeneficialsolutionstoproblems建立行为舆论并就出现的问题相互磋商得出有益的解决 方案 气瓶 现场处置方案 .pdf气瓶 现场处置方案 .doc见习基地管理方案.doc关于群访事件的化解方案建筑工地扬尘治理专项方案下载 ∙Establishinfluentialcontactswithsuppliers与意见提供者建立有影响力的接触和联系LeadingandDevelopingPeople领导和发展他人的潜在能力∙Inspireotherstoexcelbyclearlycommunicatingbusinessvaluesanddirection,recognizinggoodperformanceandprovidingmanagerialsupport通过清楚的沟通商业价值和方向，鼓励员工超越他人，认可良好的行为并提供管理层的支持∙Developpotentialofothersthroughcoachinganddevelopmentopportunitiestobuildorganizationcapabilityforthefuture通过训练和和培养有潜力的员工以便为将来储备人才组建组织机构CulturalAwareness文化意识∙Understandsandtakesintoaccounttheglobalnatureofthebusiness;workseffectivelywithcolleaguesfromdifferentviewpoints,culturesandcountries理解和重视全球性的商业本质；与持不同观点的，不同文化和国籍同事高效共事