（2015酒店管理）酒店前台

范文一：（2015酒店管理）酒店前台接待经理岗位职责

前台接待经理岗位职责

JOB RESPONSIBILITY OF ASSISTANT MANAGER

一、岗位名称:前台接待经理

Job Name : Reception Manager

二、岗位级别:分部经理

Job Title : Supervisor

三、直接上司:前厅部经理

Immediate Superior: F&O Dept.Manager

四、下属对象:前台接待员

Immediate Subordinate: Receptionist

五:岗位概要:

Job Description:

直接管理总台员工并确保其履行岗位职责～保持总台良好运作。六、主要职责:

Primary Rsponsibilites:

1、向前厅部经理负责～参加部门的每周部门会议和每日例会。

2、主持并参加每日前台的班前会～负责开房预订的日常工作～审阅前台

的工作交接记录～监督前台员工的工作完成情况。关心员工～以身作

则～搞好员工间的团结合作～敢于管理～安排好班次、每月按时制作

员工考勤表和考核表。

3、注意收集并为宾客提供各种信息。

4、负责做好本岗位的巡查工作～并及时做好书面记录。

5、负责做好重点客人、团队、会议的准备工作。

6、检查并督促本班组员工房态差异的处理工作。

7、负责工作程序和服务标准的制定和落实。

8、负责协调处理好职权范围内的宾客投诉～超权限的要向上级及时汇报。

9、提前三天与旅行社核团～确保团体客人信息准确发出～方便其它部门工作。

10、掌握酒店的房间分类情况～了解饭店的设施设备～根据订房于每周日

夜班制作每周客情统计和下周客情预测工作～确保预订客房的客人要

求得到落实。

11、负责检查每日员工的散客、团队、会议电脑输入和客人的预订、进店

的电脑输入情况～确保电脑信息准确。

12、负责核查房租报告和每日营业日报～并根据次日和当日订房数、预算

当日和次日及昨日客房实际出租率。

F.O 管理实务

13、负责并亲自做好进店团队、会议、行政楼层客人和重点客人的接待工

作～陪

同、领队、接待单位确认团队、会议的用房数、人数、用餐情况和其

它情况～完成确认书和团队一览表的填写与信息发放工作。

14、负责并做好次日离店团队表～及时发往有关班组。

15、收集案例～制定培训计划～负责本班组员工的培训～提高前台员工的

业务技能和素质。

16、定期抽查公司合同、旅行社协议、协查通报、黑名单等的电脑输入情况。

17、保持与收银、市场营销部的联系～确保客人信息正确传递～账单准确无误。

牢记常客姓名～提供落实客人的具体要求。 18、

19、负责检查督促总台区域的环境整洁。

20、带领员工积极推销～统计员工销售的总数～以确保酒店客房的出租率。

21、负责对员工的业绩进行评估和考核。

22、负责将工作中超越权限的情况向上一级汇报。

23、发挥工作主动性～积极配合部门经理完成上级所交的任务。

24、每周一次向部门经理汇报本班组的工作情况。

七、任职条件:

Qualifications:

基本素质:年龄20-35岁～仪表端庄～身高女1.65以上～男1.73以上～性

格外向～善于与人接触～并且有较强的自控能力。

文化程度:中专以上学历或同等文化程度。

语言能力:能进行英语日常会话～开展对客服务。

工作经验:具有2年以上前厅实际工作经历～熟练使用电脑。

范文二：假日酒店前台值班经理岗位职责

JOB OVERVIEW职位概述

, Manage the activities of a front desk shift ensuring that guests receive prompt, professional attention

and personal recognition.

, 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。

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，我们希望宾客能尽情放松、做回自己，这意味着我们的团队成员要做到:

, 展现真我:在与他人接触时真实自然、形象专业、积极乐观

, 时刻准备:注意观察周围的事物，运用自己的知识，做好应对任何事情的准备

, 体现关爱:对宾客关切周到、热诚欢迎并与他们心意相通

, 积极行动:积极主动、尽职尽责并且要多做一步

DUTIES AND RESPONSIBILITIES工作职责

, Reports directly to and communicates with the Front Office Manager on all pertinent matters affecting

guest service and hotel operations.

, 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。

, Provides functional assistance and direction to all departments.

, 向所有部门提供功能性支持和指导。

, Cooperates, coordinates and communicates with other hotel departments as required. , 按需要与酒店其它部门进行合作、协调和沟通。

, Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the

hotel

, 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。

, Responds to guest needs and resolves related problems

, 就客人的需求做出反应并解决相关问题。

, Supervises and directs Reception and Reservations personnel.

, 对接待部和预订部工作人员进行监督和指导。

, Supports and assists Front Office personnel and all departments at peak periods. , 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。

, Ensures VIPs and priority club guests receive special attention

, 保证贵宾和优悦会会员受到特别关照。

?2010 InterContinental Hotels Group. All rights reserved. Proprietary and Confidential. Use of this Job Description Template, or any part thereof, is not required by any license agreement, brand standards, or otherwise. This Job Description Template is provided solely as an optional tool that owners and managers of franchised hotels may use at their sole discretion, with the expectation that owners and managers may use and adapt only those elements, if any, that they believe are appropriate for their particular IHG branded hotel and the business circumstances within their particular markets. No company in IHG, or any employee or agent thereof, seeks, requires or has any control or direction of any hiring, compensation, termination or other employment-related decisions at franchised hotels.

, Inspects front of house and back of house regularly for cleanliness. , 定期检查一线各部门和二线各部门的清洁状况。

, Assists Guest Relations in greeting, rooming, and sending off VIP guests. , 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。

, Monitors appropriate standards of conduct, uniform, hygiene, and appearance of staff.

, 监督员工的行为、制服穿着、卫生和外表形象。

, Provides input for Front Office meetings.

, 为前厅部会议提供信息。

, Promotes inter-hotel sales and in-house facilities. , 促进店际销售及推销酒店内的设施。

, Checks billing instructions and monitors guest credit , 检查结帐说明并监督客人信用情况。

, Analyses and approves discounts and rebates.

, 分析和批准打折相关事宜。

, Analyses the rate variance report to ensure rooms revenue control , 分析房价差异报告以保证控制客房收入。

, Takes action with the Property Management Systems (PMS) in emergency situation.

, 在紧急情况下使用酒店管理系统(PMS)。

, Fully conversant with all hotel emergency procedures. , 熟知酒店紧急情况所有处理程序。

, Ensures front line staff complies with FIT marketing techniques and maximize sales.

, 确保一线员工遵从散客市场技巧并最大化的进行销售。

, 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 Department’s

budget.

, 与上级领导和财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 N/A

直接无

Indirect N/A

间接无

Annual Operating Profit/Payroll Budget –

年度经营利润和薪金预算

, N/A

无

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 Making Responsibilities (Decision Rights) –

决策职责(决策权),

, Department Budget

, 部门预算

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, Matters pertaining to Front Desk operations

, 与前厅运营相关的事宜

, 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 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.

, 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 Microsoft Office and Front Office System , 熟练使用微软办公软件和前台系统

, Problem solving and organizational abilities

, 具有解决问题和组织能力

Qualifications –

学历

, Bachelor’s Degree or Diploma in Hotel Administration, Hotel Management or equivalent

, 具有酒店行政管理，酒店管理或相关的学士学位或大专水平。

Experience –

经验

, 2 years experience in front office / guest services or related discipline including supervisory experience,

or an equivalent combination of education and experience. , 拥有2年前厅或宾客服务工作经验，包括管理经验，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

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范文三：假日酒店前台宾客关系经理岗位职责

JOB OVERVIEW职位概述

, Directs all aspects of the guest relations function to achieve the highest possible guest satisfaction to

current and future VIPs.

, 指导客户关系工作的各个方面，从而最大程度获得当前和未来贵宾宾客满意度。

?在假日酒店，我们希望宾客能尽情放松、做回自己，这意味着我们的团队成员要做到:

, 展现真我:在与他人接触时真实自然、形象专业、积极乐观

, 时刻准备:注意观察周围的事物，运用自己的知识，做好应对任何事情的准备

, 体现关爱:对宾客关切周到、热诚欢迎并与他们心意相通

, 积极行动:积极主动、尽职尽责并且要多做一步

DUTIES AND RESPONSIBILITIES工作职责

, Monitor guest relations’ personnel to ensure maximum guest satisfaction through personal recognition

and prompt cordial attention from arrival through departure

, 监督客户关系部工作人员，以确保来宾始终得到礼貌接待及充分的注意和重视，由此实现最大的客人满意

度

, Monitor guest relations personnel to ensure Priority Club members consistently receive all benefits,

repeat guests and other VIP’s receive special recognition and service

, 监督客户关系部人员的工作，以确保优悦会会员始终得到全部优惠，常客和其它贵宾也得到特别关照

, Inspects all VIP rooms prior to arrival

, 在贵宾到达前对贵宾房进行检查

, Greet VIP guests personally

, 亲自迎接贵宾

, Liaise with other departments and necessary outside contracts to ensure excellent service delivery

, 与其它部门和必要的外部承包商联系，以确保提供高质量的服务

, Oversee maintenance of efficient repeat guest history system

, 对高效的常客客史档案系统维护实施监管

, Promote Inter-Hotel sales and in-house facilities

, 促进店际销售及完善内部设施

, Perform such functions as to include but not be limited to:

, 行使下列功能，包括但不仅限于:

o Priority Club and regular guest welcome letters

o 向优悦会会员和常客致欢迎信

o Solicitation of Priority Club applications

o 发展优悦会会员

o Attending to special requests by guests

o 回应客人提出的特别要求

, Develop and implement guest telephone contact systems

, 开发和应用客人电话联系系统

, Handle guest complaints and refer them as necessary, follows up on corrective action , 处理客人投诉，如有必要则将其提交给有关部门，并对纠正措施进行跟进

, Compile, analyze and control guest relations’ costs

, 对客户关系部的成本情况进行编写、分析和控制

, Schedule and attend regular Priority Club and VIP guest cocktail parties and social engagements in an

effort to further improve on service delivery

, 计划并参加优悦会和贵宾的定期鸡尾酒会和社会活动，以便进一步提高服务质量

, Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests

, 查阅来客单，检查对客人和贵宾的房间分配情况、各类设施情况以及特别申请

, Prepare requisitions for amenities on a timely basis

, 及时准备设备使用申请

, Overall responsible for ensuring and maintaining the entire range of services offered for the Club Floor

and Club Lounge with the aim to maximum guest satisfaction

, 确保向行政楼层和行政俱乐部提供全方位的服务，最大程度的获得宾客满意度

, Appraise appearance, discipline and efficiency of all staff under direct supervision and initiate immediate

remedial action if necessary

, 评估所有员工的外在形象、守纪情况和工作效率并进行直接监管，如有必要，可采取

, 直接的纠正措施

, Organize and conduct regular meeting for all Guest Relation’s staff to facilitate communications and

smooth operations

, 织和召开客户关系部全体人员参加的会议，以加强交流和保证业务的顺利进行

, Prepare efficient work schedule for Guest Relations Staff, 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，

为客户关系部员工准备高效的工作计划，安排节日和假日

, 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 Department’s

budget.

, 与上级领导和财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 Guest Relations Officer

直接客户关系主任

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

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假日酒店第2页共4页

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 Making Responsibilities (Decision Rights) –

决策职责(决策权),

, Department Budget

, 部门预算

, Matters pertaining to Guest Relations

, 与宾客关系相关的事宜

, 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 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.

, 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 Microsoft Office and Front Office System , 熟练使用微软办公软件和前台系统

, Problem solving and organizational abilities

, 具有解决问题和组织能力

Qualifications –

学历

, Bachelor’s Degree or Diploma in Hotel Administration, Hotel Management or equivalent

, 具有酒店行政管理，酒店管理或相关的学士学位或大专水平。

Experience –

经验

, 2 years experience in front office / guest services operations, including supervisory experience at a hotel of

similar size and complexity, or an equivalent combination of education and experience.

, 拥有2年前厅或宾客服务工作经验，包括在相似规模和复杂程度的酒店的管理经验，或与此相当的教育和

范文四：假日酒店前台副经理岗位职责

JOB OVERVIEW职位概述

, Assist in managing all aspects of the front office areas which may include but is not limited to guest

registration, bell services, concierge services, business center, telephone services, and guest

reservations to ensure guest satisfaction and maximize hotel profitability. Adhere to all brand standards

and desk merchandising. Serve as Front Office Manager in his/her absence. , 协助管理前台各方面工作，包括但不限于注册客人，行李服务，礼宾服务，商务中心，电话服务，客人预

订来确保客人的满意度，使酒店利润最大化。遵守品牌规范。在前台经理缺席时代理其职位。

?在假日酒店，我们希望宾客能尽情放松、做回自己，这意味着我们的团队成员要做到:

, 展现真我:在与他人接触时真实自然、形象专业、积极乐观

, 时刻准备:注意观察周围的事物，运用自己的知识，做好应对任何事情的准备

, 体现关爱:对宾客关切周到、热诚欢迎并与他们心意相通

, 积极行动:积极主动、尽职尽责并且要多做一步

DUTIES AND RESPONSIBILITIES工作职责

, Assists the Front Office Manager in all aspects of their duties

, 协助前厅部经理的各方面工作

, Assist Front Office Manager in execution of the management of staff

, 协助前厅部经理管理员工

, Monitor Front Office personnel to ensure guests receive prompt, cordial attention and personal

recognition

, 监督前厅部员工，以确保来宾被及时的礼貌接待并得到充分的注意和重视

, Monitor Front Office and particularly Guest Relations personnel, to ensure ICHG members, known

repeat guests and other VIPs receive special attention and recognition

, 监督前厅部，特别是客户关系人员，以确保优悦会会员、常客和其它贵宾得到特别关照和尊重

, Control the availability of rooms, rooms types, accuracy of room count and rate categories , 管理房间空余情况、房间类型、房间出租率和价格类型的准确性等

, Maximize occupancy, revenue and average rate while maintaining high service standards , 在保持服务的高标准的同时将入住率、收益和平均价格最大化

, Liaise with Housekeeping Department to ensure room image is maintained and the “Room Ready on

Arrival” policy is adhered to

, 与客房部联系，保持客房形象，并遵守“到店即可入住”的政策

, Turn away guests if occupancies deem it necessary ensuring no good-will is lost , 如无房则婉拒来客，以免丧失信誉

, Liaise closely with Executive Housekeeper to ensure special guest needs, amenities and other room

related requests are met

, 与行政管家紧密联系，以确保客人的特殊需要、关于各类用品的需要和其它与客房相关的需要得到满足

, Be aware of credit policies and procedures and liaise closely with Finance Department to ensure that

credit procedures are properly carried out

, 掌握信用政策和程序，并与财务部密切联系，以确保信用程序的完全执行

, Know system recovery procedures

, 掌握系统复原程序

, Interpret computer reports

, 分析电脑报告

, Compile statistics for front office and provide reports relating to that area , 为前厅部整编统计数字并提供与之相关的报告

, Continually check the accuracy of room count

, 不断检查房间出租率的情况

, Approve upgrades and special amenities in absence of manager

, 批准房间的免费升级及特殊设备的使用

, Maintain inter-departmental relationships to ensure seamless customer service , 保持各部门之间的关系以确保对客服务畅通

, Inspect frequently for cleanliness and orderliness, the lobby, reception and cashier’s desk and, on a

random basis, VIP rooms prior to arrival

, 经常到大厅、接待处和收银台检查其整洁情况，并在贵宾到来前对贵宾房进行抽查

, Assist in the preparation of efficient work schedule for Front Office Staff, 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

, 在考虑项目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，

为前厅部员工准备高效的工作计划，安排节日和假日

, Maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of

departmental employees

, 保持部门员工的行为、装束、卫生、制服穿着、外表和仪态标准

, Provide input for Front Office Departmental Meetings and deputizes in cases of absence , 参加前厅部部门会议并在缺席的情况下负责代理

, Promote Inter-hotel sales and in house facilities

, 促进店际销售及完善内部设施

, 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 Department’s

budget.

, 与上级领导和财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 Asst. Front Office Manager / Duty Manager / Business Centre Manager / Chief Concierge/ Night

Manager / Guest Relations Manager / Telephone Services Manager and Operators er 直接前厅部经理助理，值班经理，商务中心经理，礼宾部经理，夜班经理，宾客关系经理，电话服务

经理和话务员

Indirect N/A

间接无

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Annual Operating Profit/Payroll Budget –

年度经营利润和薪金预算

, Department Budget and Headcounts.

, 部门预算和雇用员工

Key Metrics –

主要绩效指标

, Department Budget

, 部门预算

, Occupancy Level

, 入住率水平

, Employee Satisfaction Survey

, 员工满意度调查

Decision Making Responsibilities (Decision Rights) –

决策职责(决策权),

, Department Budget

, 部门预算

, Matters pertaining to Front Office operations , 与前厅运营相关的事宜

, Within the authority as assigned for Hotel Band 5 role , 酒店职位5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 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.

, 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 Microsoft Office and Front Office System

, 熟练使用微软办公软件和前台系统

, Problem solving, reasoning, motivating, organizational and training abilities

, 具有解决问题，推理，号召，组织和培训能力

, Strong Leadership skills in managing teams , 在管理队伍中有具很强的领导技能

, Ability to manage complex relationships , 管理复杂关系的能力

Qualifications –

学历

, Bachelor’s degree in Hotel Administration, Business Administration or equivalent

, 具有酒店行政管理，商业管理或相关的学士学位。

Experience –

经验

, 2 years of guest service / hotel experience with one year in a management capacity, or an equivalent

combination of education and experience.

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, 拥有2年酒店宾客服务工作经验，包括1年管理经验，或与此相当的教育和相关工作经验结合的背景

, Type and level of experience required may vary slightly based on size and complexity of operation , 经验类型和程度的要求可能因运营规模和复杂性而略有不同。

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

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范文五：假日酒店前台总机服务经理岗位职责

JOB OVERVIEW职位概述

, Oversees and directs all aspects of Telecommunication services to achieve the highest possible guest

satisfaction.

, 对电信服务进行监督和指导，以取得最大的客户满意度。

?在假日酒店，我们希望宾客能尽情放松、做回自己，这意味着我们的团队成员要做到:

, 展现真我:在与他人接触时真实自然、形象专业、积极乐观

, 时刻准备:注意观察周围的事物，运用自己的知识，做好应对任何事情的准备

, 体现关爱:对宾客关切周到、热诚欢迎并与他们心意相通

, 积极行动:积极主动、尽职尽责并且要多做一步

DUTIES AND RESPONSIBILITIES工作职责

, Directs, supervises and coordinates the activities in Telecommunication department , 指导、监督和协调电信部的活动

, Develops and implement procedures for proper handling in and out going telephone calls, facsimile

transmission, rental equipment, lease telephone lines and other telecommunication services , 开发和应用相关程序，适当处理进出酒店的电话、传真以及设备和电话线租用及其它电信服务

, Investigates complaints regarding the Telecommunication services and the Operators and technicians,

takes appropriate actions.

, 调查关于电信服务部及话务员和技术人员的投诉并采取相应措施

, Develops working plans to carry out goals, compares actual achievements against goal periodically,

take necessary corrective actions

, 制订工作计划以实现目标，定期将实际成绩与所定目标进行对比，并采取必要的纠正措施

, Establishes and maintains effective employee relations

, 与员工建立并保持良好的工作关系

, Organizes and conducts regular meeting for all Telecommunication staff to facilitate communication and

a smooth operation

, 组织和召开由所有电信部工作人员参加的会议，以加强交流和保证业务的顺利进行

, Manages and monitors the operation of all equipment’s, software, hardware and endure all units are

working and installed properly

, 对所有设备、软件、硬件进行管理和监测，并确保其安装和运转良好

, Ensures all telecommunication equipment’s are covered by the correct maintenance contract and the

preventive maintenance is performed

, 确保所有电信设备的维护均得到有效外包，并对其实施预防性维护

, Maintains up to date list of all telecommunication equipment

, 更新列有所有电信设备的清单

, Monitors the performance of PABX/Voice Mail/Call Accounting software and maintain logbook of

equipment performance report

, 监测程控交换机，语音邮件，通信呼叫统计软件的运转情况，并將设备运转报告的登記在日志上

, Investigates and reports software problem to Vendors, coordinates interface problem solving with the

hotel System Manager

, 就软件出现的问题进行调查，并向供应商提交报告，与酒店系统部经理协调界面问题的解决

, Maintains suitable record to process telephone calls in the billing system, and to maintain record of the

room status up to the Brand minimum standards

, 保持适当记录，以处理酒店计费系统中的电话，并按照品牌最低标准保持客房情况记录

, Maintains user documentation, PABX system reports, telephone list, and numbering plan leases

agreement on rental lines, maintenance contract and local licenses

, 保管用户文件、程控交换机系统报告、电话清单、租赁线路的编号方案租赁合同、维护工作外包合同和当

地执照

, Performs PABX data-base programming and regular service change to control class of service on all

telephone sets in the hotel.

, 进行程控交换机数据库编程以及常规服务变更，以控制所有酒店内所有电话机的服务等级

, Prepares and controls departmental budgeted

, 准备并控制部门预算

, To attend Telecommunication seminar, product knowledge, presentation, organized by the external

bodies

, 参加由外单位组织的电信研讨会、产品知识讲座和演示。

, Performs related duties and special projects as assigned

, 完成被分派的相关工作任务和特殊项目

, Conducts shift briefings to ensure hotel activities and operational requirements are known , 进行交接班说明工作，确定了解酒店活动和运营要求

, Prepares efficient work schedule for Telephone staff, arranging holidays, vacation, taking occupancy

and forecasts and any large group movements into consideration

, 在考虑酒店入住情况和预测以及大规模的团组活动的前提下，为电话服务部员工准备高效的工作计划，安

排节日和假日

, 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 Department’s

budget.

, 与上级领导和财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 Telephone Operator

直接电话接线员

Indirect N/A

间接无

Annual Operating Profit/Payroll Budget –

年度经营利润和薪金预算

, N/A

无

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Key Metrics –

主要绩效指标

, Completion of assigned tasks

, 完成分配给的工作的情况

Decision Making Responsibilities (Decision Rights) –

决策职责(决策权),

, Matters pertaining to telecommunication section

, 与通讯部门相关的事宜

, Within the authority as assigned for Hotel Band 7 role

, 酒店职位7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 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.

, 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 Front Office System , 熟练使用微软办公软件和前台系统

, Problem solving and organizational abilities

, 具有解决问题和组织能力

Qualifications –

学历

, Diploma or Vocational Certificate 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或专业证书。

Experience –

经验

, 1 years experience in front office / guest services / call centre or related discipline including supervisory

experience, or an equivalent combination of education and experience. , 拥有1年前厅或宾客服务或电话总机工作经验，包括管理经验，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)

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员工签名日期

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