AFOM-岗位职责

JOB TITLE: Assistant Front Office Manager

职位名称： 前厅部副经理

HOTEL JOB BAND： 5

酒店职位级别: 5

HOTEL LEVEL： I — V

酒店等级: 一 - 五

EFFECTIVE DATE：

生效日期：

DIRECTLY REPORTS TO： Front

直属上级: 前厅部经理

INDIRECTLY REPORTS TO：No

间接上级: 无

FUNCTION： Front Office

职能: 前厅部

DEPARTMENT: Front office

部门: 前厅部

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

职责范围： 按照洲际酒店集团标准，在前厅部经理的领导下，严格

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。

遵守洲际集团及当地店的相关政策和程序,协助大堂副理、

前台、 礼宾部、商务中心、服务中心及客联络的工作.围

绕信任、廉政、尊重,团队和服务五项核心价值,增强员工的

工作氛围,发扬洲际团队合作精神。

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。

证 明：我在此确认我已了解我的职责，并按职责所描述的标准执行。

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

。.。

签名：………………………………………………………………………….

Date： ……………………………。。

日期 ：………………………………

REQUIRED QUALIFICATIONIS

必要的能力

Required Skills

技能要求

·Communicate with guests in English Fluently 能与客人流利的用英文沟通

·Professionalism 专业

·Initiative 主动

·Strong memory to know our guests 很强的识别我们客人的能力

·Eye of detail 注重细节

·Well groomed and compod 良好的仪容仪表

·Prentable 善于表达

·Basic of computer skills （Word， Excel， Power Point) 基本的计算机能力

·Careful， Considerate & Compliant 细心,耐心和适用力

·Good sale skills 好的销售能力

·Good management skills 好的管理能力

Qualifications

资格条件

EDUCATION 教育

·Tertiary Education of Professional level 高等教育和高等相关文凭

INDUSTRY EXPERIENCE 行业经验

·Experience in Front Desk Operations 前台操作经验

·Management experience of Front Desk 前台管理经验

EXPERIENCE 经验

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

Key Responsibilities

主要职责

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

协助前厅部经理的全部相关职责

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

协助前厅部经理执行员工管理

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

recognition

亲自监督前厅部运作以确保客人受到及时、准确的关注和个性化的认知

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

known repeat guests and other VIPs receive special attention and recognition

督导前厅部,尤其是宾客联系主任们要熟知会员、回头客和所有贵宾，并受到特别的关注和

认知

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

控制住客率、房间类型、房间数以及房价

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

在确保高标准服务质量的同时确保住客率、收益和平均房价最大化

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

on Arrival" policy is adhered to

与客房部协调以确保房间状态符合标准,并坚持执行“客人到达时客房已准备好”的政策得

以执行

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

如因为住客率原因为能为客人安排房间一定要确保客人的忠实感不受影响

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

room related requests are met

与行政管家密切合作以确保符合客人的特殊需求和备品以及任何与客房相关的要求

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

that credit procedures are properly carried out

强调维护财务制度和规则,并与财务部密切合作制定相关制度

• Know system recovery procedures

熟知补救程序系统

• Interpret computer reports

阐明电脑报表

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

完成前厅部数据统计，并提供相应报告给相关部门

• Continually check the accuracy of room count

持续检查准确的房间数量

• Approve upgrades and special amenities in abnce of manager

在经理不在的情况下，批准客房升级和特别备品

• Maintain inter—departmental relationships to ensure amless customer rvice

协调各部门以良好合作关系工作，以确保客人受到标准一致的服务

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

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

经常检查大堂、前台以及收银台的整洁与有序， 并随意抽查预抵贵宾的房间

• 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

协助为前厅部员工确立有效的工作程序，合理安排休息和假期,特别要考虑到住客率和大型

团队的提前入住和延迟退房

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

departmental employees

强调关于执行、着装、卫生、工服、姿态等相关事宜的标准

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

参与前厅部的部门会议并在经理不在的情况下组织执行

• Promote Inter—hotel sales and in hou facilities

促进酒店内房间及设施的销售

Human Resource and Training Responsibilities

人力资源及培训职责

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

staff is productive。 Duties include:

与人力资源部经理合作,确保部门有足够的员工工作。职责包括:

• Assists in planning for future staffing needs

协助经理计划未来员工需要

• Assists in recruiting in line with company guidelines

协助经理按照酒店指导方针，招聘新员工

• Prepares and executes detailed induction program for new staff

准备详细的招聘程序

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

standards and procedures and overes their implementation

协助经理拟制一个全面的，以客人为中心的部门标准,监督员工执行

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

programs are designed and implemented to meet needs

分析前厅部员工的培训需要,并对员工进行培训,设计培训项目，并确保培训内

容的实施能达到标准

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

company guidelines and assists Manager in the conduct of same

协助经理按照酒店政策，组织员工实习，并协助经理对员工的实习做出评价

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

performance

训练、指导员工工作，为员工提供建设性的信息回馈

• Regularly communicates with staff and maintains good relations

定期与员工交流，与员工维持良好的关系

Financial Responsibilities

经济责任

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

department’s budget。 Duties include:

与上级合作准备及管理部门账目,职责包括：

• Assists in coordinating the preparation of the departmental annual budget

协助准备部门年度预算

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

performance against budget

协助控制及管理部门花费，确保达到预算

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

Departmental Budget

协助准备酒店战略计划、目标和前厅部预算

Occupational Health and Safety Responsibilities

职业保健及安全责任

• 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

证明了解职业健康及安全责任政策及程序，确保安全操作所有的程序，并确保直接报告

也是一样

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

procedures

了解职责相关内容，维护职业法，健康安全法

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

equipment safely and Sensibly

熟悉财产安全,急救，火灾、紧急事件发生时的补救措施,设备的安全操作

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

实施行动对危险情况进行纠正，通报潜在的危险

• Log curity incidents and accidents in accordance with hotel requirements

按照酒店要求记录安全事件及意外事故

Key Competencies Key Tasks

能力素质 主要任务

• Compete against a standard of excellence by tting high

performance standards and pursuing aggressive goals

为加强竞争力，建立高标准服务水准,追求竞争目标

• Strive for constant improvements and takes responsibility for

achieving business results and pervere despite obstacles

不断追求提高，清除障碍，努力达到商业目标

• 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

了解酒店及部门相关的事宜，随时更新对法律的了解

• Adheres to Intercontinental Hotels Group Corporate Code of

Conduct， Employee Handbook and Hotel policies

了解洲际酒店集团法人管理手册、员工手册、酒店政策

• Demonstrates an understanding of competitors' major strengths

and weakness

了解竞争对手的优势及弱势

• Establishes and interprets key performance indicators to

manage the business， consistently takes into accounts

financial implications of business decisions and

recommendations

建立及解释主要商务指标，不断考虑商务决策的含义并提出

建议

• 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

具备广泛的商业管理知识，集中于重要事件上的处理，确

Drive For Results

追求结果

Understanding the Business

了解商务运行

保商务运行成功

• Diagno problems and thoroughly analyze information to

guide decision making

Problem Solving and Decision

考虑问题，通过分析信息来引导决策的指定

• Evaluate and assimilate critical information when reaching

Making

conclusions and make logical， competent decisions

问题的解决及决策的制定

在总结时,对相关事宜作出评价并吸收其精华，作出合理

决策

• Build and maintain positive relationships with all internal

customers and guests in order to anticipate their needs

主动建立并维护与客人的关系，超前满足客人需求

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

expectations

强调并满足客人需求

• Create a positive hotel image in every interaction with internal

and external Customers

在与国内、国外客人交流时，随时树立良好的酒店形象

• Adhere to hotel brand standards

Customer Focus

了解酒店品牌标准

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

客人焦点

to explain and ll rvices and facilities to guests

为能够解释并销售酒店服务、设施给客人,熟悉产品及服

务知识

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

their request

根据客人的需要，帮助和引导他们到酒店的各种场所

• 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,对客人的需要作出回复

• Maintain current Hotel information to be able to provide

information to guests

了解酒店最新信息以便提供给客人

• Generate new ideas and encourage creativity from your staff

Innovation

不断更新创新理念鼓励员工的创造力

改革

• Recognize the need for new and modified approaches

关注需求的变化并及时调整方式

• Demonstrate co-operation and trust with colleagues，

supervisors teams and across departments to deliver positive

results

与同事、下属保持信任、合作

Teamwork

• Actively participate in wider hotel meetings

积极参加酒店各种会议

团队合作

• 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

与部门和酒店员工进行更为礼貌地接触，使其更具亲和力，

增进团队精神并确保有效的交流方式

• Be comfortable and effective in an environment of ambiguity or

change

Adaptability

在环境变化时，保持冷静和活力

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

适应能力

a flexible and optimistic manner

接受新的理念,适应新的工作环境，并保持乐观态度

• Complete tasks as directed by Management

完成管理层安排的任务

• Promote your ideas persuasively， and shape the opinion of

subordinates and overcome resistance

提高口才能力,并塑造、引导下属的观点并战胜阻力

Impact and Influence

• Build connsus for action and negotiate mutually beneficial

作用与影响

solutions to problems

与员工行动一致，在遇到问题时，与大家协商找到最好的解

决方法

• Establish influential contacts with suppliers

与供应商保持联系

• Inspire others to excel by clearly communicating business

values and direction, recognizing good performance and

providing managerial support

Leading and Developing People

通过商业价值和趋势的沟通交流来鼓励员工做出优秀的业

绩，认可良好的业绩表现和提供管理层的支持

领导及发展员工

• Develop potential of others through coaching and development

opportunities to build organization capability for the future

通过训练和和培养有潜力的员工以便为将来储备人才组建组

织机构

• Understands and takes into account the global nature of the

business； works effectively with colleagues from different

Cultural Awareness

view points， cultures and countries

文化意识

理解和重视全球的商业文化;与具有不同观点、文化和来自

不同国家的同事在工作中进行有效合作

Key Relationships

主要关系

Key Internal Relationships

关键的内部关系

·Monitor grooming and daily operation training and management

仪容仪表和日常工作程序的督导

·Ensure smooth communications with staff and management

确保员工及管理层的良好沟通

Key External Relationships

主要的外部关系

·Maintain goodwill the customers

维护和客人的良好亲善关系

·Initiate promotional programs to increa revenue

主动促销以增加收入