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·?Report?directly?and communicate with the Front Office Manager on all pertinent matters affecting guest service and hotel operations. 直接向前廳部經(jīng)理匯報(bào)并就所有與賓客服務(wù)及酒店運(yùn)作相關(guān)的問題進(jìn)行溝通； ·?Provides functional assistance and direction to?all departments.? 向所有部門提供功能性支持和指導(dǎo)； ·?Cooperates, coordinates and communicates?with other hotel departments as required.? 按需要與酒店其它部門進(jìn)行合作、協(xié)調(diào)和溝通； ·?Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the Hotel. 對(duì)各種狀況做出反應(yīng)，以確保來賓被及時(shí)的禮貌接待并得到充分的注意和重視； ·?Responds to guest needs and resolves related problems. 就客人的需求做出反應(yīng)并解決相關(guān)問題； ·?Supervises and directs Reception?the staff on duty for the current shift.? 對(duì)當(dāng)班次工作人員進(jìn)行監(jiān)督和指導(dǎo)； ·?Supports and assists Front office personnel and all departments at peak periods.? 在高峰期向前廳部工作人員和其它所有部門提供支持和協(xié)助； ·?Ensures VlPS and?rewards?club guests?receive special attention.? 保證貴賓和優(yōu)悅會(huì)會(huì)員受到特別關(guān)照； ·?Inspects front of house and back of house regularly for?cleanness.? 定期檢查一線各部門和二線各部門的清潔狀況； ·?Assists Guest Relations in greeting, rooming, and sending off VIP guests.? 協(xié)助客戶關(guān)系部門迎接貴賓,為其安排房間并在其離店時(shí)送行； ·?Patrol the guest areas to ensure that the facilities and equipment are in good working condition. 巡查賓客區(qū)域，確保設(shè)施設(shè)備是良好運(yùn)作狀態(tài)； ·?Monitors appropriate standards of conduct, uniform, hygiene, and appearance of staff.? 監(jiān)督員工的行為、制服穿著、衛(wèi)生和外表形象； ·?Provides input for?Front Office meetings.? 為前廳部會(huì)議提供信息?； ·?Promotes inter?hotel sales and in-house facilities.? 促進(jìn)店際銷售及推銷酒店內(nèi)的設(shè)施； ·?Checks billing instructions and monitors guest credit. ?檢查結(jié)帳說明并監(jiān)督客人信用情況； ·?Analyses and approves discounts and?rebates.? 分析和批準(zhǔn)打折相關(guān)事宜； ·?Analyses the rate variance reports to ensure?rooms revenue control. 分析房?jī)r(jià)差異報(bào)告以保證控制客房收入； ·?Takes action with the Property Management system (PMs) in emergency situation.? 在緊急情況下使用酒店管理系統(tǒng)?(PMS)； ·?Fully conversant with hotel emergency procedures.? ·?熟知酒店緊急情況所有處理程序。 ·?Ensures front line staff complies with FIT marketing techniques maximize sales 確保一線員工遵守散客市場(chǎng)技巧并最大化的進(jìn)行銷售； ·?Works?with superior and Human Resources on manpower planning and Management needs. 與上級(jí)領(lǐng)導(dǎo)和人力資源部一起進(jìn)行人力規(guī)劃和管理需求； ·?Work with superior and Director of Finance in the preparation and management of the Departments budget. 與上級(jí)領(lǐng)導(dǎo)和財(cái)務(wù)總監(jiān)一起編制和管理部門預(yù)算；

·?prompt cordial attention from arrival through departure. 監(jiān)督客戶關(guān)系部工作人員,以確保來賓始終得到禮貌接待及充分的注意和重視,由此實(shí)現(xiàn)最大的客人滿意度; ·?Monitor guest radiations personnel to ensure Priority Club members consistent?receive a benefits,?repeat guests and other VIP’s receive special?recognition and service. 監(jiān)督客戶關(guān)系部人員的工作,以確保優(yōu)悅會(huì)會(huì)員始終得到全部?jī)?yōu)惠,?？秃推渌F賓也得到特別關(guān)照; ·?Inspects all VIP rooms prior to arrival.? 在貴賓到達(dá)前對(duì)貴賓房進(jìn)行檢查; ·?Greet VIP guests?personally. 親自迎接貴賓; ·?Liaise with other departments and necessary outside contracts to ensure excellent service delivery.? 與其它部門和必要的外部承包商聯(lián)系,以確保提供高質(zhì)量的服務(wù); ·?Oversee?maintenance?of efficient?repeat guest history system. 對(duì)高效的常客客史檔案系統(tǒng)維護(hù)實(shí)施監(jiān)管; ·?Promote Inter?Hotel sales and in-house facilities.? 促進(jìn)店際銷售及完善內(nèi)部設(shè)施; ·?Perform such functions as to include but not be?limited to: 行使下列功能,包括但不僅限于: ·?IHG Rewards?Club and regular guest welcome?letters? ·?向IHG優(yōu)悅會(huì)會(huì)員和常客致歡迎信 ·?Solicitation?of priority Club applications ·?發(fā)展優(yōu)悅會(huì)會(huì)員 ·?Attending to special?requests by guests ·?回應(yīng)客人提出的特別要求 ·?Develop and implement guest telephone contact systems? ·?開發(fā)和應(yīng)用客人電話聯(lián)系系統(tǒng) ·?Handle guest complaints and?refer them as necessary, follows up on corrective action.? 處理客人投訴,如有必要?jiǎng)t將其提交給有關(guān)部門,并對(duì)糾正措施進(jìn)行跟進(jìn); ·?Compile, analyse and control guest relations?costs. 對(duì)客戶關(guān)系部的成本情況進(jìn)行編寫、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.? 計(jì)劃并參加優(yōu)悅會(huì)和貴賓的定期雞尾酒會(huì)和社會(huì)活動(dòng),以便進(jìn)一步提高服務(wù)質(zhì)量; ·?Review arrival lists for all arrivals and VIPs to check?room allocations, amenities, and special?requests. 查閱來客單,檢查對(duì)客人和貴賓的房間分配情況、各類設(shè)施情況以及特別申請(qǐng); ·?Prepare requisitions for amenities on a timely basis. 及時(shí)準(zhǔn)備設(shè)備使用申請(qǐng); ·?Overall responsible for ensuring and maintaining the entire?range of services offered for?the?Executives?Floor and?Executives?Lounge?with the aim to maximum guest satisfaction. 確保向行政樓層和行政俱樂部提供全方位的服務(wù)最大程度的獲得賓客滿意度; ·?Appraise appearance, discipline and efficiency of all staff under direct supervision and initiate immediate?remedial action if necessary. 評(píng)估所有員工的外在形象、守紀(jì)情況和工作效率并進(jìn)行直接監(jiān)管,如有必要,可采取直接的糾正措施; ·?Organize and conduct regular meeting for all Guest Relation`s staff to facilitate communications and smooth operations. 組織和召開客戶關(guān)系部全體人員參加的會(huì)議,以加強(qiáng)交流和保證業(yè)務(wù)的順利進(jìn)行; ·?Prepare efficient work schedule for Guest Ruinations staff, arranging holidays and Vacation, taking into consideration project occupancy and forecasts and any large group movements, especially those early ready late arrivals or departures. 在考慮酒店入住情況和預(yù)測(cè)以及大規(guī)模的團(tuán)組活動(dòng),特別是關(guān)于提前或延遲到達(dá)及離店的情況的前提下,?為客戶關(guān)系部員工準(zhǔn)備高效的工作計(jì)劃,安排節(jié)日和假日; ·?Works with Human Resources on manpower planning and management needs. 與上級(jí)領(lǐng)導(dǎo)和人力資源部一起進(jìn)行人力規(guī)劃和管理需求; ·?Works with superior and Director of Finance in the preparation and management of the Department’?s budget. 與上級(jí)領(lǐng)導(dǎo)和財(cái)務(wù)總監(jiān)一起編制和管理部門預(yù)算;

·?Greets all guests at all times in a friendly and helpful manner and attempts to learn and use guest’s name at every opportunity ? ·?隨時(shí)以友好和樂于協(xié)助的態(tài)度迎接客人，并盡量了解和稱呼客人的名字。 ·?Registers and rooms all arrivals according to established procedures ·?按照既定工作程序?yàn)樗衼砜偷怯洸才欧块g。 ·?Maintains intimate knowledge of departmental standards and procedures? ·?熟知部門標(biāo)準(zhǔn)工作程序。 ·?Performs check in, check out and room change procedures and ensures all data are entered completely into the hotel systems in accordance with reservation ·?履行入住、退房和換房手續(xù)，并確保所有資料都按照預(yù)訂情況完整的輸入酒店電腦系統(tǒng)。 ·?Maintains cashier float and ensures accurate daily report of all money received ·?保持庫存現(xiàn)金限額并保證每日對(duì)所收現(xiàn)金進(jìn)行準(zhǔn)確報(bào)告。 ·?Cashes hotel guest’s personal and travelers checks and assists with currency exchange ·?為酒店客人的個(gè)人支票及旅行支票兌換現(xiàn)金，并協(xié)助進(jìn)行外匯兌換。 ·?Keeps abreast of all modifications to accounting policies and procedures ·?隨時(shí)留意會(huì)計(jì)政策和工作程序的變化?。 ·?Responsible and attends to guest’s request of using the service of safety box at all times ·?隨時(shí)負(fù)責(zé)回應(yīng)客人關(guān)于使用保險(xiǎn)箱服務(wù)的要求。 ·?Knowledgeable of all special promotion procedures, for programs such as; Seasonal Packages, Frequent Flyers Programs, and also Intercontinental Hotels Group Loyalty programs. ·?熟知所有特別促銷活動(dòng)，如：季節(jié)性套餐計(jì)劃、常客優(yōu)惠計(jì)劃以及洲際酒店集團(tuán)忠實(shí)方案。 ·?Attends to guest’s complaints, inquiries and requests, referees problems to supervisor/Assistant Manager if he/she unable to assist ·?處理客人的投訴、問詢和請(qǐng)求，如果自己無法提供協(xié)助，則將問題轉(zhuǎn)給主管和經(jīng)理助理?。 ·?Is familiar with other Intercontinental Hotels and Resorts so that guest indicating any next destination on the registration card can be “sold” an onward booking to another InterContinental Hotels ·?熟悉洲際酒店和度假村集團(tuán)的其它成員酒店，以便當(dāng)客人在登記卡上寫出以后要去的目的地時(shí)可以游說其在另一家洲際酒店集團(tuán)成員酒店進(jìn)行提前預(yù)訂?。 ·?Does everything possible to ensure that the guests depart the hotel with a positive impression of hotel service ·?盡一切努力確?？腿嗽陔x店時(shí)會(huì)對(duì)酒店的服務(wù)有很好的印象。 ·?Performs the audit balances and prepares all works for audit in an orderly fashion ·?執(zhí)行審計(jì)結(jié)余，并為審計(jì)工作進(jìn)行各項(xiàng)有序的準(zhǔn)備。 ·?When on night shift, checks night report, prepare the morning report and prepare all necessary forms for the guest arrival ·?在值班時(shí)檢查夜班報(bào)告，準(zhǔn)備早班報(bào)告，并為客人的到來準(zhǔn)備各種必要的表格。 ·?Maintains comprehensive knowledge of standard reservation procedures including correct forms to use, how to read telex, e-mail, messages, and how to interpret availability sources within the reservation systems ·?全面了解標(biāo)準(zhǔn)的預(yù)訂工作程序，包括如何正確使用表格，如何讀電傳、電子郵件和留言，以及如何在預(yù)訂系統(tǒng)內(nèi)對(duì)房源情況進(jìn)行解讀。 ·?Maintains exemplary deportment standards of behavior and appearance and attitude as expected in a IHG Brand? ·?按照洲際酒店集團(tuán)品牌的預(yù)期保持自己行為、外表和態(tài)度的高標(biāo)準(zhǔn)。 ·?Takes personal interest and pride to ensure that the front desk work area is kept clean and in an orderly state al all times ·?隨時(shí)保持前臺(tái)工作區(qū)域的整潔和有序，并以此作為自己的個(gè)人興趣和驕傲?。 ·?Endeavors to maintain the high standards of the hotel with particular regard to the importance of IHG Loyalty Program member and other VIP’s and with reference to hotel and to be a health or safety hazard ·?力爭(zhēng)保持酒店的高標(biāo)準(zhǔn)，特別注意洲際酒店集團(tuán)忠實(shí)計(jì)劃會(huì)員及其它貴賓的重要性，并重視酒店的健康和安全隱患等問題。

·?Supervise and direct Bell Desk activities and Bell Staff? ·?對(duì)行李服務(wù)臺(tái)的活動(dòng)和行李服務(wù)人員實(shí)施監(jiān)督和指導(dǎo)。 ·?Responsible for sorting and distributing guests and administrative mail and returning mail to the sender for forwarding mail ·?負(fù)責(zé)挑選和分發(fā)客人的信件及行政信件，并將無人接收的信件送返發(fā)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 ·?提供客人可能感興趣的關(guān)于酒店所有服務(wù)、當(dāng)?shù)孛麆?、餐館、醫(yī)生、觀光等方面的信息。 ·?Be prepared to recommend first and foremost the hotel’s own Food and Beverage outlets before any other, making himself totally familiar with the operating times and each outlets benefits ·?最先向客人推薦本酒店的餐飲營(yíng)業(yè)場(chǎng)所，熟知這些營(yíng)業(yè)場(chǎng)所的營(yíng)業(yè)時(shí)間和各自的特長(zhǎng)。 ·?Ensure the lobby is always kept in an orderly fashion and that ashtrays are kept clean ·?確保大廳始終保持整潔，煙灰缸始終干凈。 ·?Coordinates the paging of guests in the lobby, Food & Beverage outlets, and where considered appropriate by the Management ·?在大廳、餐飲營(yíng)業(yè)場(chǎng)所和其它管理層認(rèn)為合適的地方協(xié)調(diào)對(duì)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 ·?負(fù)責(zé)維護(hù)酒店信息簿（功能板），并確保所有信息的準(zhǔn)確性和實(shí)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 ·?在考慮酒店入住情況和預(yù)測(cè)以及大規(guī)模的團(tuán)組活動(dòng)，特別是關(guān)于提前或延遲到達(dá)及離店的情況的前提下，為行李服務(wù)部員工準(zhǔn)備高效的工作計(jì)劃，安排節(jié)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 ·?確保所有行李服務(wù)人員隨時(shí)保持衣著整潔，工作守時(shí)，并且能夠快速和高效的完成任務(wù)。 ·?Handle problems associated with guests and liaise with department heads or executive management in the absence of the Assistant Manager. ·?處理與客人相關(guān)的問題，在經(jīng)理助理缺席的情況下負(fù)責(zé)與各部門負(fù)責(zé)人或行政管理部門聯(lián)系。 ·?Works with Superior and Human Resources on manpower planning and management needs ·?與上級(jí)領(lǐng)導(dǎo)和人力資源部一起進(jìn)行人力規(guī)劃和管理需求。 ·?Works with Superior and Director of Finance in the preparation and management of the Department’s budget.? ·?與上級(jí)領(lǐng)導(dǎo)和財(cái)務(wù)總監(jiān)一起編制和管理部門預(yù)算。