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崗位職責/職位描述

JOB OVERVIEW

Manage all aspects of the front office (for example guest registration, porter services, business centre,

telephone services, concierge services, and guest reservations) to deliver a guest experience that is unique

and brings the brand to life.

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.

DUTIES AND RESPONSIBILITIES

FINANCIAL RETURNS:

Participate in the preparation of the annual departmental operating budget and financial plans. Monitor

budget and control labour costs and expenses with a focus on rate strategy, building initiatives and

inventory management.

Oversee night audit function and preparation of daily financial reports.

Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk.

PEOPLE:

Manage day-to-day staffing requirements, plan and assign work, and establish performance and

development goals for team members. Provide mentoring, coaching and regular feedback to help

manage conflict and improve team member performance.

Educate and train team members in compliance with federal, state and local laws and safety

regulations. Ensure staff is properly trained and has the tools and equipment to carry out job duties.

Ensure staff is properly trained on systems, security and cash handling procedures, and service and

quality standards.

GUEST EXPERIENCE:

Ensure front office staff provides guests with prompt service, professional attention and personal

recognition.

Ensure guests are greeted upon arrival and make time to interact effectively with guests. Respond

appropriately to guest complaints, solicit feedback and build relationships to drive continuous

improvement in guest satisfaction.

Conduct routine inspections of the front office and public areas and take immediate actions to correct?any deficiencies.

RESPONSIBLE BUSINESS:

Check billing instructions and guest credit for compliance with hotel credit policy and ensure all?transactions are handled in a secure manner.

Train team members on PBX procedures and serve as a central communications point during

emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency?personnel.

Perform other duties as assigned. May also serve as manager on duty.

ACCOUNTABILITY

This job is the top Front Office job at a full-service hotel or at a regional extended-stay hotel. May report to a

Director of Rooms at a large luxury or resort hotel. Typically supervises front desk agents, and porter/shuttle

services, reservations, PBX, etc. May oversee subordinate supervisors.

QUALIFICATIONS AND REQUIREMENTS

Bachelor’s degree / higher education qualification / equivalent in Hotel Management/Business

Administration, plus 3 years of Front Office/Guest Service experience including management experience.

Must speak fluent English. Other languages preferred.