酒店商务中心员工工作岗位描述(中英文).doc

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酒店商务中心员工工作岗位描述

JOB TITLE: Guest Service Agent – Business Center
职位： 商务中心员工
AREA/DEPARTMENT: Rooms Division/Front Office/Business Centre
部门： 房务部/前厅部/商务中心
JOB BAND: 9
级别： 9
HOTEL LEVEL: I - V
酒店级别 5
REPORTS TO: Business Centre Supervisor/Front Office Manager
汇报给： 商务中心主管/前厅经理
POSITIONS SUPERVISED: Nil
监管下属： 无
JOB SCOPE: Under the general direction of Business Center Supervisor/ Front Office Manager and within the limits of established Inter-Continental Hotels Group brand and local policies and procedure, responsible for all aspects of Business Center function to achieve the highest possible guest satisfaction. Promotes the desired work culture around the five core values of Trust, Integrity, Respect, One Team and Service of the InterContinental Hotels Group and the brand ethos.
工作范围： 服从商务中心主管和前厅部经理的全面指示，执行洲际酒店集团和当地酒店的政策和程序，负责商务中心部门的正常运作最大化的提高客人满意度。发扬企业文化的5个重要价值，信任，诚信，尊重，一个团队与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，同意按照工作职责的要求工作并到达所规定的标准。

Signature签名：………………………………………………………………………………………

Date日期：: ………………………

Key Responsibilities主要职能：

· Meet and greet hotel guests warmly and courteously
亲切有利的欢迎和给客人打招呼
· Actively participate in the sending, receiving and distribution of all incoming and outgoing faxes and messages
主动的传送，收接，分发所有进出的传真和留言
· Provide secretarial services for guests
为客人提供秘书服务
· Minimize all costs whenever possible
尽可能减低成本
· Efficient in the use of all business center equipment
有效的使用商务中心设备
· Update traffic sheets accurately
精确的记录销售报表
· Handle complaints promptly and follow up thoroughly on action taken
迅速的对客人投诉作出行动
· Abide by established work schedules
遵守建立的工作程序
· Promote in house service and facilities
推广的服务和设施
· Answer all guests queries regarding meeting room rates, fax, copy machine, computer technology and all equipment efficiently and politely
有礼貌和回答客人的各种问讯。会议室的费用，费用，相关设备的费用
· Update airline schedules and guides the guest whenever requested
时刻更新航班资料和相关指南供客人查询
· Co-ordinate the reservations of meeting rooms
协调会议室的预定
· Advise to Supervisor all stationary needs in advance
提前知会主管所有文具的需要
· Attend to all guest needs and queries
关注客人的所有需要和要求
· Call regular guests, VIPs and long stay guest by name and learn the names of new guests
称呼贵宾和长住客人的姓名，尽量多了解其他客人的姓名
· Ensure cleanliness of work area and clean your work area prior to departing
保持工作区域的干净和整洁，保证下班之前整理好工作区域
· Report daily activities in logbook
在交接本中记录每天的事项
· Provide guests with all information on transportation, tours, city, and restaurants either through sales, reconfirmation or bookings
提供旅游，餐厅，相关的信息的预定，确认和销售
· Participate in departmental briefings and training sessions
参加部门的例会和培训
· Performs other tasks as assigned
完成其他分配的任务

Occupational Health and Safety Responsibilities职业健康和安全职责

· 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
熟悉职业保健、安全职责相关政策和程序，以确保所有程序能得以安全地执行，并在职业保健和安全职责方针的指导下确保行为落到实处
· Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures
了解并坚持职业的、健康的、安全地立法、政策和程序
· Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly
熟悉酒店安全，急救，消防，和紧急情况的处理程序，并能正确的使用相关的设备
· Initiate action to correct a hazardous situation and notify supervisors of potential dangers
及时对危险的情形采取补救措施，并对主管通报存在的潜在危险
· Log security incidents and accidents in accordance with hotel requirements
按酒店的要求，记录安全事故和意外事故

Key Competencies
主要能力
Key Tasks
主要任务

Taking Responsibility
责任感

· Strive for constant improvement and take responsibility for your own performance
努力不断的提高自己的工作表现
· Adhere to InterContinental Hotel Group Corporate Code of Conduct
坚持洲际酒店集团的管理模式
· Adhere to Hotel Handbook and general policies and procedures
坚持员工守则和总的政策与程序
· Adhere to Front Office Policies and Procedures
坚持部门的政策与程序
· Report problems to Management with suggestions for resolution
向管理部门反应问题并提出解决建议

Understanding My Job
了解自己的工作

· Clarifies own job responsibilities and looks for opportunities that will increase skills and job knowledge
清楚自己的工作职责，并寻找提高自己工作技巧和知识的机会
· Understands how their role fits with others and contributes to the success of business
了解自己在团队合作中的角色，并为部门的成功做出贡献
· Understands the hotel’s facilities, products and services
了解酒店的各种设施设备，产品和服务
· Provides information when requested and promotes hotel’s services, facilities and special events
当客人询问时提供信息，并推荐酒店的服务，设施和特别活动
· Implements department procedures and policies as needed
贯彻执行部门的政策和程序

Customer Focus
关注客人

· Build and maintain positive relationships with all internal customers and guests in order to anticipate their needs
与内部员工和客人建立并保持积极的关系，以超越他们的需求
· Anticipate guest needs, handle guest enquires, and solve problems
满足客人的需要，答复客人的问询并解决问题
· Create a positive hotel image in every interaction with internal and external customers
在内部和外部客户交流互动中创造积极的酒店形象
· Adhere to hotel brand standards
坚持酒店的品牌标准
· Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests
为给客人解释和销售酒店的服务和设施，应具备高水平的产品和服务知识
· Assist guests and escort them to locations within the hotel at their request
帮助并引领客人到酒店内他们想去的地方
· Maintain knowledge of special programs and events in the hotel in order to recognize and respond to guests needs
了解酒店内的特别推广和活动，以便能了解客人的需求并做出反应
· Maintain current Hotel information to be able to provide information to guests
了解酒店的最新信息以便答复客人问询

Teamwork
团队精神

· Demonstrate co-operation and trust with colleagues, supervisors, teams and across departments to deliver positive results
与同事友好合作并对同事、主管、团队给予信任，可跨部门地交流工作成果
· Communicate well to ensure effective shift hand-over
通过良好的交流确保交班工作的顺利进行
· Actively participate in organized meetings
积极参与各种会议
· 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
以专业和积极的态度与部门和酒店员工互动，以建立和谐的关系，促进团队精神并确保有效的双向交流

Adaptability
适应能力

· Be open to new ideas and make changes in the job and routine as required
在日常工作中乐于接受新观点和做出必要的改变
· Work in line with business requirements
工作表现符合业务要求
· Complete tasks as directed by Management
完成管理层指 派的工作

Developing Self
自我发展
· Develop/update skills and knowledge (internally or externally) to reflect changed technology or changed work requirements
发展/更新自己的技能和知识（工作内或工作外的）来适应工作要求或操作技术的改变
· Seek feedback on areas of shortfall
寻找并分析存在的不足之处
· Maximize opportunities for self development
为自我发展寻求更多的机会

Reliability
可靠性
· Ensure that your work quality meets the standards required and complete tasks in a timely and thorough manner with minimum supervision
自觉及时和全面的完成工作，并确保工作质量符合酒店标准
· Follow standards, policies and procedures
遵守酒店的标准，制度和程序
· Meet hotel attendance and grooming standards
遵守酒店的仪容仪表标准

Cultural Awareness
文化意识
· Work effectively with customers and colleagues from different viewpoints, cultures and countries
与不同国籍，不同文化，持不同难点的客户和同事高效共事

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