酒店值班经理岗位职责.doc

《酒店值班经理岗位职责.doc》由会员上传分享，免费在线阅读，更多相关内容在行业资料-天天文库。

1、HotelLevel:酒店等级：I–V一-五Department:部门：RoomsDivision房务部JobBand:职位等级：66ReportsTo:直属上级：FrontOfficeManager前厅部经理JOBOVERVIEW职位概述·Managetheactivitiesofafrontdeskshiftensuringthatguestsreceiveprompt,professionalattentionandpersonalrecognition.·管理本班的前台工作确保客人得到快速的，专业的服务和个人的关注。·AtInterCo

2、ntinentalHotels&Resorts®wewantourgueststofeelspecial,cosmopolitanandIntheKnowwhichmeansweneedyouto:·Becharmingbybeingapproachable,havingconfidenceandshowingrespect.·Stayinthemomentbyunderstandingandanticipatingguests’needs,beingattentiveandtakingownershipofgettingthingsdone.

3、·Makeitmemorablebybeingknowledgeable,sharingstoriesandshowingyourstyletocreatemomentsthatmakepeoplefeelspecial.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。DUTIESANDRESPONSIBILIT

4、IES工作职责·ReportsdirectlytoandcommunicateswiththeFrontOfficeManageronallpertinentmattersaffectingguestserviceandhoteloperations.·直接向前厅部经理汇报并就所有与宾客服务及酒店运作相关的问题进行沟通。·Providesfunctionalassistanceanddirectiontoalldepartments.·向所有部门提供功能性支持和指导。·Cooperates,coordinatesandcommunicatesw

5、ithotherhoteldepartmentsasrequired.·按需要与酒店其它部门进行合作、协调和沟通。Page4of4第4页，共4页·Reactstosituationstoensureguestsreceivepromptattentionandpersonalrecognitionthroughoutthehotel·对各种状况做出反应，以确保来宾被及时的礼貌接待并得到充分的注意和重视。·Respondstoguestneedsandresolvesrelatedproblems·就客人的需求做出反应并解决相关问题。·Super

6、visesanddirectsReceptionandReservationspersonnel.·对接待部和预订部工作人员进行监督和指导。·SupportsandassistsFrontOfficepersonnelandalldepartmentsatpeakperiods.·在高峰期向前厅部工作人员和其它所有部门提供支持和协助。·EnsuresVIPsandIHGRewardsClubguestsreceivespecialattention·保证贵宾和IHG优悦会会员受到特别关照。·Inspectsfrontofhouseandback

7、ofhouseregularlyforcleanliness.·定期检查一线各部门和二线各部门的清洁状况。·AssistsGuestRelationsingreeting,rooming,andsendingoffVIPguests.·协助客户关系部门迎接贵宾，为其安排房间并在其离店时送行。·Monitorsappropriatestandardsofconduct,uniform,hygiene,andappearanceofstaff.·监督员工的行为、制服穿着、卫生和外表形象。·ProvidesinputforFrontOfficemee

8、tings.·为前厅部会议提供信息。·Promotesinter-hotelsalesandin-housefacilities.·促进店际销售及推销