礼宾部主管

DUTIES AND RESPONSIBILITIES 工作职责

· Ensure that all guest’s baggage are received and deliveredupon arrival and departure even for baggage storage pertaining to the procedurelaid down in the Inter-Continental Hotels & Resorts Front Office Manual

当客人抵店或离店时根据洲际酒店前厅部手册标准操作程序确保所有客人收到行李。

· Be thoroughly aware of arrivals and departures of each daywith emphasis on VIP’s, Priority Club Members, groups and meetinggroup movements.

充分的了解每一天重要客人，优悦会会员、团队客人、会议团队客人抵达和离店情况。

· To work closely with Guest Relations Officer to ensurebaggage for VIP’s, Priority Club Members are delivered promptly

与宾客关系主任紧密合作确保重要客人和优悦会会员的行李可以迅速送达

· To assist the Doorman and supervise on traffic control alongthe driveway during peak hours

在高峰时期协助门童控制酒店交通车道。

· Conducts daily briefing, Ensure that all staff areproperly dressed, neat and clean before start of duty. Similarly, staff appearance should remainclean, smart and tidy at all times.

主持每日的交接班会，确保所有员工保持工作服的干净与整洁和良好的仪容仪表

· Be responsible for training Bellman, Parking Valets andDoorman, in their respective jobs (by identifying training needs)

负责培训所有的礼宾员，泊车员，门童各自不同的工作内容（各自培训所需）。

· Ensure that all staff are fully informed and knowledgeable onhotel facilities and its surrounding areas

确保所有员工完全了解酒店设施设备和知识以及周边地区信息。

· Ensure that the surrounding areas at the lobby level and mainentrance are clean

确保大堂周边区域和主要通道干净整齐。

· Supervise the Parking Valets in handling guests’ vehiclesproperly

· 监督车辆指引，正确引导客人车辆。

· Prepare newspaper orders and co-ordinates with news vendorfor early delivery. Supervises Bellmanfor newspaper delivery

预先准备协调预定报纸，监督礼宾员报纸派送。

· Ensuring that all equipment (trolley, etc....) are in propercondition and recorded properly

确保所有物品（手推车，等）摆放整齐和记录完整。

· Must be fully conversant with emergency evacuation and fireprocedures and ensuring all uniformed staff are aware of these procedures

必须完全熟悉紧急疏散和消防程序,确保所有当班的工作人员知道到这些程序。

FINANCIAL RETURNS财务回报:

· Workswith superior in the preparation and management of the department’s budget.Duties include:

与部门上级一起准备和制定部门预算。其中包括:

o Assistsin co-ordinating the preparation of the departmental annual budget

协助完成部门整年预算的制定.

o Assistsin monitoring and controlling departmental cost on an ongoing basis to ensureperformance against budget

协助和监控部门成本维持在一定水平上，确保完成绩效和预算。

o Assistsin the preparation of the hotel strategic plan, goals program, and Front OfficeDepartmental Budget

协助准备酒店战略计划，目标项目和前厅部部门预算。

· Mustconstantly check to ensure that all P & P in the department and otherrelevant practices are within the Brand Standard of IHG.

必须持续不断检查确保所有部门的政策和程序及相关实践符合洲际集团标准。

· Maintaina close communication with Reservations Manager and Director of Revenue toensure hotel transportation revenue be maximized

与预定经理和收益总监保持密切沟通确保车队收入最大化。

PEOPLE员工团队:

· Maintainappropriate standards of conduct, dress, hygiene, uniforms, appearance and postureof departmental employee

部门员工保持合适的标准行为，着装，卫生，制服，仪容仪表和姿态。

· Providesa fair and honest input to the Assistant Chief Concierge on PerformanceAppraisal for all staff members

提供公平和诚实的员工表现评估给助理礼宾部经理。

· Createsa positive and motivating working environment to all staff at all times.

为员工创造一个积极工作环境，无时无刻鼓励员工。

· Tobe a Teacher to all staff and not criticize them negatively for poorperformance

成为所有员工的老师而不是批评他们糟糕的表现。

· Towork side by side with the staff member instead of just giving instruction.

要与员工并肩工作，而不是只是给予指令。

· Maintaininter-departmental relationships to ensure seamless customer service

维护部门内部关系，确保对客服务质量。

GUESTEXPERIENCE 宾客体验:



· Tomonitor and ensure that all staff provides warm attention to all guests,especially Priority Club Reward and Ambassador Members and repeat guests.

监督和确保所有员工为所有宾客提供宾至如归的服务，特别是优悦会会员、大使会员和回头客。

· Drives customer delight andretention by being a role model in delighting guests in every singleinteraction.

通过每一个与客互动的良好典范，驱动客户满意度

· Actively obtains feedback fromguests to improve services and facilities.

积极地获得客人反馈以提高服务和酒店设施设备

· Ensure guests preference andcomments are documented by staff frequently and action upon next check in.

确保将客人的喜好和意见记录在客人资料信息中以便于客人下次入住员工可以提供针对性的服务。

RESPONSIBLE BUSINESS 企业责任:

l Green Engage program conduct, make sure all new employees receive theGreen Aware training; and employees re-education.

制定绿色酒店计划，确保所有员工接受绿色环保意识培训和教育

l Contributestowards regional charity activities as directed by Marcom.

为区域慈善活动的市场公关活动做出贡献。



ACCOUNTABILITY职责

Number of employees supervised –

管理人员

Direct Bellman

直接 礼宾员

Indirect N.A.

间接 无

AnnualOperating Profit/Payroll Budget –

年度经营利润和薪金预算

· Transportation budget

车辆预算

KeyMetrics –

主要绩效目标--

l Department Training Program

部门培训计划

l Driving Department revernue budget

驱动部门收入预算

l Priority Club Rewards Enrollment

优悦会会员招募

l InterContinental Ambassador Enrollment

洲际大使会员招募

l Heart Beat Guest Satisfaction Tracking System

心语宾客满意度跟踪系统

l Employee Survey

员工满意度调查

DecisionMaking Responsibilities (Decision Rights) –

决策和责任（决策权）---

· Matterspertaining to Front Desk operations

与前厅部运营相关的事宜。

· Withinthe authority as assigned for Hotel Band 7 role

酒店职位7级所拥有职权范围

QUALIFICATIONSAND REQUIREMENTS 任职要求

RequiredSkills –

工作技能---

· Communicationskills are utilized a significant amount of time when interacting with others;demonstrated ability to interact with customers, employees and third partiesthat 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。

· Proficient in the use of Microsoft Office and FrontOffice System

精通使用微软办公系统和前厅操作系统。

· Goodwriting & communication skill.

良好的书写和沟通能力。

· Problemsolving and organizational abilities

解决问题和组织能力。

Qualifications–

学历---

Diploma or Vocational Certificate in HotelAdministration, Hotel Management or equivalent

具有酒店行政管理，酒店管理或相关的大专学历或职业证书。

Experience–

工作经验---

1 years experience in frontoffice / guest services or related discipline including supervisory experience,or an equivalent combination of education and experience.

拥有1年礼宾部工作经验，或与此相当的教育和相关工作经验结合的背景