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崗位職責(zé)/職位描述

工作職責(zé)：
JOB OVERVIEW職位概述
? Responsible for all activities relevant to the Front Desk such as the reception, check in / out, rooming of all Hotel guests, foreign exchange and assisting them with inquiries.
? 負(fù)責(zé)所有與前臺(tái)相關(guān)的活動(dòng)，如接待、辦理入住和退房手續(xù)、給客人安排客房、外匯業(yè)務(wù)以及協(xié)助處理客人的問(wèn)詢等。

At Holiday Inn we want our guests to relax and be themselves which means we need you to:
? Be you by being natural, professional and personable in the way you are with people
? Get ready by taking notice and using your knowledge so that you are prepared for anything
? Show you care by being thoughtful in the way you welcome and connect with guests
? Take action by showing initiative, taking ownership and going the extra mile

在假日酒店?，我們希望賓客能盡情放松、做回自己，這意味著我們的團(tuán)隊(duì)成員要做到：
? 展現(xiàn)真我：在與他人接觸時(shí)真實(shí)自然、形象專業(yè)、積極樂(lè)觀
? 時(shí)刻準(zhǔn)備：注意觀察周圍的事物，運(yùn)用自己的知識(shí)，做好應(yīng)對(duì)任何事情的準(zhǔn)備
? 體現(xiàn)關(guān)愛(ài)：對(duì)賓客關(guān)切周到、熱誠(chéng)歡迎并與他們心意相通
? 積極行動(dòng)：積極主動(dòng)、盡職盡責(zé)并且要多做一步
DUTIES AND RESPONSIBILITIES工作職責(zé)
? Greets all guests at all times in a friendly and helpful manner and attempts to learn and use guest’s name at every opportunity
? 隨時(shí)以友好和樂(lè)于協(xié)助的態(tài)度迎接客人，并盡量了解和稱呼客人的名字。
? Registers and rooms all arrivals according to established procedures
? 按照既定工作程序?yàn)樗衼?lái)客登記并安排房間。
? Maintains intimate knowledge of departmental standards and procedures
? 熟知部門標(biāo)準(zhǔn)工作程序。
? Performs check in, check out and room change procedures and ensures all data are entered completely into the hotel systems in accordance with reservation
? 履行入住、退房和換房手續(xù)，并確保所有資料都按照預(yù)訂情況完整的輸入酒店電腦系統(tǒng)。
? Maintains cashier float and ensures accurate daily report of all money received
? 保持庫(kù)存現(xiàn)金限額并保證每日對(duì)所收現(xiàn)金進(jìn)行準(zhǔn)確報(bào)告。
? Cashes hotel guest’s personal and travelers checks and assists with currency exchange
? 為酒店客人的個(gè)人支票及旅行支票兌換現(xiàn)金，并協(xié)助進(jìn)行外匯兌換。
? Keeps abreast of all modifications to accounting policies and procedures
? 隨時(shí)留意會(huì)計(jì)政策和工作程序的變化。
? Responsible and attends to guest’s request of using the service of safety box at all times
? 隨時(shí)負(fù)責(zé)回應(yīng)客人關(guān)于使用保險(xiǎn)箱服務(wù)的要求。
? Knowledgeable of all special promotion procedures, for programs such as; Seasonal Packages, Frequent Flyers Programs, and also Intercontinental Hotels Group Loyalty programs.
? 熟知所有特別促銷活動(dòng)，如：季節(jié)性套餐計(jì)劃、常客優(yōu)惠計(jì)劃以及洲際酒店集團(tuán)忠實(shí)方案。
? Attends to guest’s complaints, inquiries and requests, referees problems to supervisor/Assistant Manager if he/she unable to assist
? 處理客人的投訴、問(wèn)詢和請(qǐng)求，如果自己無(wú)法提供協(xié)助，則將問(wèn)題轉(zhuǎn)給主管和經(jīng)理助理 。
? Is familiar with other Intercontinental Hotels and Resorts so that guest indicating any next destination on the registration card can be “sold” an onward booking to another InterContinental Hotels
? 熟悉洲際酒店和度假村集團(tuán)的其它成員酒店，以便當(dāng)客人在登記卡上寫出以后要去的目的地時(shí)可以游說(shuō)其在另一家洲際酒店集團(tuán)成員酒店進(jìn)行提前預(yù)訂 。
? Does everything possible to ensure that the guests depart the hotel with a positive impression of hotel service.Room service order work in night shift.
? 盡一切努力確保客人在離店時(shí)會(huì)對(duì)酒店的服務(wù)有很好的印象。夜班需要進(jìn)行房?jī)?nèi)用膳點(diǎn)單工作。
? Performs the audit balances and prepares all works for audit in an orderly fashion
? 執(zhí)行審計(jì)結(jié)余，并為審計(jì)工作進(jìn)行各項(xiàng)有序的準(zhǔn)備。
? When on night shift, checks night report, prepare the morning report and prepare all necessary forms for the guest arrival
? 在值班時(shí)檢查夜班報(bào)告，準(zhǔn)備早班報(bào)告，并為客人的到來(lái)準(zhǔn)備各種必要的表格。
? Maintains comprehensive knowledge of standard reservation procedures including correct forms to use, how to read telex, e－mail, messages, and how to interpret availability sources within the reservation systems
? 全面了解標(biāo)準(zhǔn)的預(yù)訂工作程序，包括如何正確使用表格，如何讀電傳、電子郵件和留言，以及如何在預(yù)訂系統(tǒng)內(nèi)對(duì)房源情況進(jìn)行解讀。
? Maintains exemplary deportment standards of behavior and appearance and attitude as expected in a IHG Brand
? 按照洲際酒店集團(tuán)品牌的預(yù)期保持自己行為、外表和態(tài)度的高標(biāo)準(zhǔn)。
? Takes personal interest and pride to ensure that the front desk work area is kept clean and in an orderly state al all times
? 隨時(shí)保持前臺(tái)工作區(qū)域的整潔和有序，并以此作為自己的個(gè)人興趣和驕傲 。
? Endeavors to maintain the high standards of the hotel with particular regard to the importance of IHG Loyalty Program member and other VIP’s and with reference to hotel and to be a health or safety hazard
? 力爭(zhēng)保持酒店的高標(biāo)準(zhǔn)，特別注意洲際酒店集團(tuán)忠實(shí)計(jì)劃會(huì)員及其它貴賓的重要性，并重視酒店的健康和安全隱患等問(wèn)題。
? Complete other tasks assigned by Superior.
完成上級(jí)領(lǐng)導(dǎo)分配的其他工作任務(wù)。

ACCOUNTABILITY責(zé)任范圍
Number of employees supervised –
管理的員工
Direct N/A
直接 無(wú)
Indirect N/A
間接 無(wú)
Annual Operating Profit/Payroll Budget –
年度經(jīng)營(yíng)利潤(rùn)和薪金預(yù)算
? N/A
無(wú)

Key Metrics –
主要績(jī)效指標(biāo)
? Completion of assigned tasks
? 完成分配給的工作的情況

Decision Making Responsibilities （Decision Rights） –
決策職責(zé)（決策權(quán)）﹣
? Within the authority as assigned for Hotel Band 9 role
? 酒店職9級(jí)所擁有職權(quán)范圍

任職資格：
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.
? 擁有在與他人交往時(shí)大多數(shù)時(shí)間所使用的溝通技能；完全代表酒店，品牌和公司與顧客，員工和第三方交往的能力。
? Able to read and write English
? 能夠讀寫英語(yǔ)
? Proficient in the use of Microsoft Office and Front Office System
? 熟練使用微軟辦公軟件和前臺(tái)系統(tǒng)

Qualifications –
學(xué)歷
? High School or Vocational Certificate in Hotel Administration, Hotel Management or equivalent
? 具有高中學(xué)歷或酒店行政管理，酒店管理或相關(guān)的職業(yè)證書。
?

Experience –
經(jīng)驗(yàn)
? 1 year experience in guest / customer service, or an equivalent combination of education and experience.
? 擁有1年賓客服務(wù)部工作經(jīng)驗(yàn)，或與此相當(dāng)?shù)慕逃拖嚓P(guān)工作經(jīng)驗(yàn)結(jié)合的背景。