1、Copyright InterContinental Hotels GroupLast Updated: 十二月 28, 2018Page 1 of5酒店前台主管工作描述JOB TITLE: Guest Service Supervisor-Reception职位； 前台主管AREA/DEPARTMENT: Rooms Division/Front Office部门： 房务部/前厅部JOB BAND: 7级别： 7HOTEL LEVEL: I - V 酒店级别 5REPORTS TO: Duty Manager/Front Office Manager汇报给： 值班经理/前厅经理POSITIO
2、NS SUPERVISED: Guest Service Agents - Reception监管下属： 前台接待员JOB SCOPE: Responsible for the operational efficiency of all front office areas during shift and the service delivery of those areas. Promotes the desired work culture around the five core values of Trust, Integrity, Respect, One Team and Ser
3、vice of the InterContinental Hotels Group and the brand ethos. 工作范围： 负责 前厅各个部门的正常运作和优质服务。发扬企业文化的 5 个重要价值，信任，诚性，尊重，一个团队和服务，洲际酒店集团的品牌品质。 TESTIMONIAL: I hereby confirm having read the duties and agree to perform these duties as set out in the Job Description to the required standards. 证明: 我确认细读了所有职责，同意
4、按照工作职责的要求工作并到达所规定的标准。Copyright InterContinental Hotels GroupLast Updated: 十二月 28, 2018Page 2 of5Signature 签名: Date 日期: Key Responsibilities 主要职责 Conducts shift briefings to ensure hotel activities and operational requirements are known 举行班次例会保证让员工知晓酒店的活动和一起运作的要求 Supervise Front Desk operations durin
5、g assigned shift including:在分配的班次中监管整个部门的运作o Maintenance of guest information更新客人的信息o Maintenance of information about local events更新活动的信息o Compile occupancy statistics制定相关统计报表o Supervise the use of he public address system监管公共网址系统的使用o Supervise group bookings管理团队的预定o Assisting with serious complain
6、ts协助处理客人投诉 Supervise cashiering activities during shift including:在分配的班次中监管财务运作o Cash handling and banking procedureCopyright InterContinental Hotels GroupLast Updated: 十二月 28, 2018Page 3 of5现金的处理和兑换服务o Dealing with irregular payments处理异常的付款o Instructing staff in credit policies and facilities指导员工遵循
7、信用政策和设备o Instructing staff in cash security procedures指导员工现金安全操作规程o Carry out debtor control对超出信用客人的控制o Prepare reports准备报表o Supervise the cashiering system监管整个财务运作程序 Performs other tasks as assigned完成其他的分配工作Human Resource and Training Responsibilities 人力资源和培训职责 Works with Superior and Human Resourc
8、e Manager to ensure the departmental performance of staff is productive. Duties include:与直属主管和人事经理一起配合保证员工高效的表现，职责包括：o Conduct on the job training in accordance with the departmental standards and procedures and maintains a record of progress for each staff member举行在职工作培训并且符合酒店的标准和政策，同时记录每个成员的培训进展。o
9、 Provide input for probation and formal performance appraisal discussions in line with company guidelines根据公司的方针给员工在试用期和正式工作期的工作表现评估o Ensure new staff attend Corporate Orientation within first month of hire保证新员工在到职第一个月之内参加入职培训o Coach, counsel and discipline staff in breach of hotel Copyright InterCo
10、ntinental Hotels GroupLast Updated: 十二月 28, 2018Page 4 of5policies and departmental procedures, providing constructive feedback to enhance performance指导，培训员工，与员工交流，并反馈建设性的意见以提高员工评估成绩Financial Responsibilities 经济职责 Works with superior in the preparation and management of the departments budget. Dutie
11、s include:与上级一起准备和管理部门的预算工作，职责包括：o Assists in coordinating the preparation of the departmental annual budget辅助整理部门年度预算的准备工作o Controls and monitors departmental costs on an ongoing basis to ensure performance against budget按现行标准监控部门成本以确保符合预算Occupational Health and Safety Responsibilities 职业健康和安全职责 Demonstrate Awareness of OH works effectively with colleagues from different viewpoints, cultures and countries理解和重视全球性的商业本质；与持不同观点的，不同文化和国籍同事高效共事
