AFOM-崗位職責

JOB TITLE: Assistant Front Office Manager

職位名稱： 前廳部副經理

HOTEL JOB BAND： 5

酒店職位級別: 5

HOTEL LEVEL： I — V

酒店等級: 一 - 五

EFFECTIVE DATE：

生效日期：

DIRECTLY REPORTS TO： Front

直屬上級: 前廳部經理

INDIRECTLY REPORTS TO：No

間接上級: 無

FUNCTION： Front Office

職能: 前廳部

DEPARTMENT: Front office

部門: 前廳部

JOB SCOPE: Under the general direction of the Front Office Manager,

職責范圍： 按照洲際酒店集團標準，在前廳部經理的領導下，嚴格

Office Manager

and within the limits of established InterContinental Hotels

Group policies and procedures and local hotel policies and

procedure， assists in the forward planning of the

department which includes Duty Manager， Guest

Relations， Reception， Telephone Services, Business

Centre and Concierge operations. Promotes the desired

work culture around the five core values of Trust,

Integrity， Respect， one team and rvice of the

InterContinental Hotels Group and the brand ethos。

遵守洲際集團及當地店的相關政策和程序,協助大堂副理、

前臺、 禮賓部、商務中心、服務中心及客聯絡的工作.圍

繞信任、廉政、尊重,團隊和服務五項核心價值,增強員工的

工作氛圍,發揚洲際團隊合作精神。

TESTIMONIAL： I hereby confirm having read the duties and agree to

perform the duties as t out in the Job Description to the

required standards。

證 明：我在此確認我已了解我的職責，并按職責所描述的標準執行。

Signature： .…………………………………………………………………………

。.。

簽名：………………………………………………………………………….

Date： ……………………………。。

日期 ：………………………………

REQUIRED QUALIFICATIONIS

必要的能力

Required Skills

技能要求

·Communicate with guests in English Fluently 能與客人流利的用英文溝通

·Professionalism 專業

·Initiative 主動

·Strong memory to know our guests 很強的識別我們客人的能力

·Eye of detail 注重細節

·Well groomed and compod 良好的儀容儀表

·Prentable 善于表達

·Basic of computer skills （Word， Excel， Power Point) 基本的計算機能力

·Careful， Considerate & Compliant 細心,耐心和適用力

·Good sale skills 好的銷售能力

·Good management skills 好的管理能力

Qualifications

資格條件

EDUCATION 教育

·Tertiary Education of Professional level 高等教育和高等相關文憑

INDUSTRY EXPERIENCE 行業經驗

·Experience in Front Desk Operations 前臺操作經驗

·Management experience of Front Desk 前臺管理經驗

EXPERIENCE 經驗

·3 Years above in Similar Position Working in Hotel 在酒店相同職位上工作3年以上

Key Responsibilities

主要職責

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

協助前廳部經理的全部相關職責

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

協助前廳部經理執行員工管理

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

recognition

親自監督前廳部運作以確保客人受到及時、準確的關注和個性化的認知

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

known repeat guests and other VIPs receive special attention and recognition

督導前廳部,尤其是賓客聯系主任們要熟知會員、回頭客和所有貴賓，并受到特別的關注和

認知

? Control the availability of rooms， rooms types， accuracy of room count and rate categories

控制住客率、房間類型、房間數以及房價

? Maximize occupancy, revenue and average rate while maintaining high rvice standards

在確保高標準服務質量的同時確保住客率、收益和平均房價最大化

? Liai with Houkeeping Department to ensure room image is maintained and the “Room Ready

on Arrival" policy is adhered to

與客房部協調以確保房間狀態符合標準,并堅持執行“客人到達時客房已準備好”的政策得

以執行

? Turn away guests if occupancies deem it necessary ensuring no good—will is lost

如因為住客率原因為能為客人安排房間一定要確保客人的忠實感不受影響

? Liai cloly with Executive Houkeeper to ensure special guest needs， amenities and other

room related requests are met

與行政管家密切合作以確保符合客人的特殊需求和備品以及任何與客房相關的要求

? Be aware of credit policies and procedures and liai cloly with Finance Department to ensure

that credit procedures are properly carried out

強調維護財務制度和規則,并與財務部密切合作制定相關制度

? Know system recovery procedures

熟知補救程序系統

? Interpret computer reports

闡明電腦報表

? Compile statistics for front office and provide reports relating to that area

完成前廳部數據統計，并提供相應報告給相關部門

? Continually check the accuracy of room count

持續檢查準確的房間數量

? Approve upgrades and special amenities in abnce of manager

在經理不在的情況下，批準客房升級和特別備品

? Maintain inter—departmental relationships to ensure amless customer rvice

協調各部門以良好合作關系工作，以確保客人受到標準一致的服務

? Inspect frequently for cleanliness and orderliness， the lobby， reception and cashier's desk

and， on a random basis， VIP rooms prior to arrival

經常檢查大堂、前臺以及收銀臺的整潔與有序， 并隨意抽查預抵貴賓的房間

? 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 tho with early or late arrivals or departures

協助為前廳部員工確立有效的工作程序，合理安排休息和假期,特別要考慮到住客率和大型

團隊的提前入住和延遲退房

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

departmental employees

強調關于執行、著裝、衛生、工服、姿態等相關事宜的標準

? Provide input for Front Office Departmental Meetings and deputizes in cas of abnce

參與前廳部的部門會議并在經理不在的情況下組織執行

? Promote Inter—hotel sales and in hou facilities

促進酒店內房間及設施的銷售

Human Resource and Training Responsibilities

人力資源及培訓職責

? Works with Superior and Human Resource Manager to ensure the departmental performance of

staff is productive。 Duties include:

與人力資源部經理合作,確保部門有足夠的員工工作。職責包括:

? Assists in planning for future staffing needs

協助經理計劃未來員工需要

? Assists in recruiting in line with company guidelines

協助經理按照酒店指導方針，招聘新員工

? Prepares and executes detailed induction program for new staff

準備詳細的招聘程序

? Assists in maintaining a comprehensive, current and guest focud t of departmental

standards and procedures and overes their implementation

協助經理擬制一個全面的，以客人為中心的部門標準,監督員工執行

? Ensures training needs analysis of Front Office staff is carried out and training

programs are designed and implemented to meet needs

分析前廳部員工的培訓需要,并對員工進行培訓,設計培訓項目，并確保培訓內

容的實施能達到標準

? Provides input for probation and formal performance appraisal discussions in line with

company guidelines and assists Manager in the conduct of same

協助經理按照酒店政策，組織員工實習，并協助經理對員工的實習做出評價

? Coaches， counls and disciplines staff， providing constructive feedback to enhance

performance

訓練、指導員工工作，為員工提供建設性的信息回饋

? Regularly communicates with staff and maintains good relations

定期與員工交流，與員工維持良好的關系

Financial Responsibilities

經濟責任

? Works with Finance and Business Manager in the preparation and management of the

department’s budget。 Duties include:

與上級合作準備及管理部門賬目,職責包括：

? Assists in coordinating the preparation of the departmental annual budget

協助準備部門年度預算

? Assists in monitoring and controlling departmental cost on an ongoing basis to ensure

performance against budget

協助控制及管理部門花費，確保達到預算

? Assists in the preparation of the hotel strategic plan, goals program, and Front Office

Departmental Budget

協助準備酒店戰略計劃、目標和前廳部預算

Occupational Health and Safety Responsibilities

職業保健及安全責任

? Demonstrate Awareness of OH&S policies and procedures and ensure all procedures are

conducted safely and within OH&S guidelines and ensure your direct reports do the same

證明了解職業健康及安全責任政策及程序，確保安全操作所有的程序，并確保直接報告

也是一樣

? Be aware of duty of care and adhere to occupational， health and safety legislation， policies and

procedures

了解職責相關內容，維護職業法，健康安全法

? Be familiar with property safety, first aid and fire and emergency procedures and operate

equipment safely and Sensibly

熟悉財產安全,急救，火災、緊急事件發生時的補救措施,設備的安全操作

? Initiate action to correct a hazardous situation and notify supervisors of potential dangers

實施行動對危險情況進行糾正，通報潛在的危險

? Log curity incidents and accidents in accordance with hotel requirements

按照酒店要求記錄安全事件及意外事故

Key Competencies Key Tasks

能力素質 主要任務

? Compete against a standard of excellence by tting high

performance standards and pursuing aggressive goals

為加強競爭力，建立高標準服務水準,追求競爭目標

? Strive for constant improvements and takes responsibility for

achieving business results and pervere despite obstacles

不斷追求提高，清除障礙，努力達到商業目標

? Demonstrate an interest in and an understanding of issues

relevant to your department and hotel and keep your knowledge

up to date， including legislative information

了解酒店及部門相關的事宜，隨時更新對法律的了解

? Adheres to Intercontinental Hotels Group Corporate Code of

Conduct， Employee Handbook and Hotel policies

了解洲際酒店集團法人管理手冊、員工手冊、酒店政策

? Demonstrates an understanding of competitors' major strengths

and weakness

了解競爭對手的優勢及弱勢

? Establishes and interprets key performance indicators to

manage the business， consistently takes into accounts

financial implications of business decisions and

recommendations

建立及解釋主要商務指標，不斷考慮商務決策的含義并提出

建議

? Has a broad knowledge of how the business is run, focus on

the major factors necessary to ensure that the business is

successful and profitable

具備廣泛的商業管理知識，集中于重要事件上的處理，確

Drive For Results

追求結果

Understanding the Business

了解商務運行

保商務運行成功

? Diagno problems and thoroughly analyze information to

guide decision making

Problem Solving and Decision

考慮問題，通過分析信息來引導決策的指定

? Evaluate and assimilate critical information when reaching

Making

conclusions and make logical， competent decisions

問題的解決及決策的制定

在總結時,對相關事宜作出評價并吸收其精華，作出合理

決策

? Build and maintain positive relationships with all internal

customers and guests in order to anticipate their needs

主動建立并維護與客人的關系，超前滿足客人需求

? Take action to address the needs in order to exceed their

expectations

強調并滿足客人需求

? Create a positive hotel image in every interaction with internal

and external Customers

在與國內、國外客人交流時，隨時樹立良好的酒店形象

? Adhere to hotel brand standards

Customer Focus

了解酒店品牌標準

? Maintain a high level of product and rvice knowledge in order

客人焦點

to explain and ll rvices and facilities to guests

為能夠解釋并銷售酒店服務、設施給客人,熟悉產品及服

務知識

? Assist guests and escort them to locations within the hotel at

their request

根據客人的需要，幫助和引導他們到酒店的各種場所

? Maintain knowledge of special programs and events in the hotel

in order to recognize and respond to guests needs

了解酒店特殊事宜,對客人的需要作出回復

? Maintain current Hotel information to be able to provide

information to guests

了解酒店最新信息以便提供給客人

? Generate new ideas and encourage creativity from your staff

Innovation

不斷更新創新理念鼓勵員工的創造力

改革

? Recognize the need for new and modified approaches

關注需求的變化并及時調整方式

? Demonstrate co-operation and trust with colleagues，

supervisors teams and across departments to deliver positive

results

與同事、下屬保持信任、合作

Teamwork

? Actively participate in wider hotel meetings

積極參加酒店各種會議

團隊合作

? Interact with department and hotel staff in a professional and

positive manner to foster good rapport, promote team spirit and

ensure effective two way communication

與部門和酒店員工進行更為禮貌地接觸，使其更具親和力，

增進團隊精神并確保有效的交流方式

? Be comfortable and effective in an environment of ambiguity or

change

Adaptability

在環境變化時，保持冷靜和活力

? Be receptive to new ideas and respond to workplace changes in

適應能力

a flexible and optimistic manner

接受新的理念,適應新的工作環境，并保持樂觀態度

? Complete tasks as directed by Management

完成管理層安排的任務

? Promote your ideas persuasively， and shape the opinion of

subordinates and overcome resistance

提高口才能力,并塑造、引導下屬的觀點并戰勝阻力

Impact and Influence

? Build connsus for action and negotiate mutually beneficial

作用與影響

solutions to problems

與員工行動一致，在遇到問題時，與大家協商找到最好的解

決方法

? Establish influential contacts with suppliers

與供應商保持聯系

? Inspire others to excel by clearly communicating business

values and direction, recognizing good performance and

providing managerial support

Leading and Developing People

通過商業價值和趨勢的溝通交流來鼓勵員工做出優秀的業

績，認可良好的業績表現和提供管理層的支持

領導及發展員工

? Develop potential of others through coaching and development

opportunities to build organization capability for the future

通過訓練和和培養有潛力的員工以便為將來儲備人才組建組

織機構

? Understands and takes into account the global nature of the

business； works effectively with colleagues from different

Cultural Awareness

view points， cultures and countries

文化意識

理解和重視全球的商業文化;與具有不同觀點、文化和來自

不同國家的同事在工作中進行有效合作

Key Relationships

主要關系

Key Internal Relationships

關鍵的內部關系

·Monitor grooming and daily operation training and management

儀容儀表和日常工作程序的督導

·Ensure smooth communications with staff and management

確保員工及管理層的良好溝通

Key External Relationships

主要的外部關系

·Maintain goodwill the customers

維護和客人的良好親善關系

·Initiate promotional programs to increa revenue

主動促銷以增加收入