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1、-酒店礼宾部经理岗位职责I V V四-五Department:部门：Rooms Division房务部Job Band:职位等级： 66Reports To:直属上级： Front Office Manager前厅部经理JOB OVERVIEW职位概述 Oversees and directs all aspects of the Bell service operations 监督和指导行李服务的各方面工作。 Lead the coordination of any guests needs, special requests, and inquiries to ensure superio
2、r service and value for our guests. 领导协调客人的需求，特殊要求和请求来确保为客人提供卓越和超值的服务。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 unde
3、rstanding 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
4、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 Supervise and direct Bell Desk activities and Bell Staff 对行李服务台的活动和行李服务人员实施监督和指导。 Responsible for sorting and distributing guests and administrative mail and returning mail to the sender for forwa
5、rding mail 负责挑选和分发客人的信件及行政信件，并将无人接收的信件送返发信人。 Provide information pertaining to all hotel services, local places of interests, restaurants, doctors, sightseeing tours and any other information likely to be of the interest to guests 提供客人可能感兴趣的关于酒店所有服务、当地名胜、餐馆、医生、观光等方面的信息。 Be prepared to recommend firs
6、t and foremost the hotels own Food and Beverage outlets before any other, making himself totally familiar with the operating times and each outlets benefits 最先向客人推荐本酒店的餐饮营业场所，熟知这些营业场所的营业时间和各自的特长。 Ensure the lobby is always kept in an orderly fashion 确保大厅始终保持整洁。 Coordinates the paging of guests in th
7、e lobby, Food & Beverage outlets, and where considered appropriate by the Management 在大厅、餐饮营业场所和其它管理层认为合适的地方协调对客人的呼叫工作。 Responsible for the maintenance of the hotel information directory (function board) and ensures that the information shown in current and accurate at all times 负责维护酒店信息簿（功能板），并确保所有
8、信息的准确性和实效性。 Prepares efficient work schedule for Bell Services, arranging holidays and vacation, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures 在考虑酒店入住情况和预测以及大规模的团组活动，特别是关于提前或延迟到达及离店的情况的前提下，为行李服务部员工准
9、备高效的工作计划，安排节日和假日。 Ensures that all bell staff are neat, clean and punctual at all times and that they perform the task assigned to them promptly and efficiently 确保所有行李服务人员随时保持衣着整洁，工作守时，并且能够快速和高效的完成任务。 Handle problems associated with guests and liaise with department heads or executive management in
10、the absence of the Assistant Manager. 处理与客人相关的问题，在经理助理缺席的情况下负责与各部门负责人或行政管理部门联系。 Works with Superior and Human Resources on manpower planning and management needs 与上级领导和人力资源部一起进行人力规划和管理需求。 Works with Superior and Director of Finance in the preparation and management of the Departments budget. 与上级领导和财
11、务总监一起编制和管理部门预算。ACCOUNTABILITY责任范围Number of employees supervised 管理的员工Direct Concierge / Bell Captain/ Doorman直接 礼宾主管，行李领班，门僮Indirect N/A间接 无Annual Operating Profit/Payroll Budget 年度经营利润和薪金预算 Department Budget 部门预算Key Metrics 主要绩效指标 Department Budget 部门预算 Guest Satisfaction Survey 宾客满意度调查Decision Mak
12、ing Responsibilities (Decision Rights) 决策职责(决策权) Department Budget 部门预算 Matters pertaining to Bell Services operations 与行李服务运营相关的事宜 Within the authority as assigned for Hotel Band 6 role 酒店职位6级所拥有职权范围QUALIFICATIONS AND REQUIREMENTS任职要求Required Skills 技能要求 Communication skills are utilized a signific
13、ant 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. 拥有在与他人交往时大多数时间所使用的沟通技能；完全代表酒店，品牌和公司与顾客，员工和第三方交往的能力。 Good writing skills 具有良好写作技能 Proficient in the use of Micros
14、oft Office and Front Office System 熟练使用微软办公软件和前台系统 Problem solving, motivating, organizational and training abilities 具有解决问题，推理，号召，组织和培训能力 Qualifications 学历 Diploma in Hotel Administration, Hotel Management or equivalent 具有酒店行政管理，酒店管理或相关的大专学历。Experience 经验 2 years experience in concierge or related
15、discipline with 6 months in a supervisory capacity, or an equivalent combination of education and experience. 拥有2年酒店宾客服务工作经验，包括6个月管理经验，或与此相当的教育和相关工作经验结合的背景。The statements in this job description are intended to describe the essential nature and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.Employee Name (print)Employee Signature Date此职位描述所陈述的只是该项工作的核心内容和主要层面，并非所有职责或资历要求。员工姓名(正楷)员工签名 日期-第 4 页Hotel Level:酒店等级：