【岗位职责】 1、 熟知当天订餐情况，注意记录宾客的特别活动(如生日庆祝会)，应及时向主管汇报。 2、 替宾客存取保管衣物，并询问有无贵重物品，贵重物品提醒宾客自行保管。 3、 迎接宾客，引导宾客到预订台位或宾客满意的台位。 4、 客满时，负责安排好后到的宾客，使宾客乐于等位。 5、 随时注意听取宾客的意见，及时向上级反映。 6、 随时注意在接待工作中的各种问题，及时向上级反映和协助处理。 7、 掌握和运用礼貌语言，负责接听电话，宾客电话订餐应问清楚基本信息。 8、 向客人介绍餐厅各式菜点、各种饮品和特式菜点，吸引宾客来餐厅就餐。 【岗位要求】 1、中专毕业或具有同等学历，经过餐饮服务培训，有一定的日常外语会话能力。 2、有熟练的服务技能技巧和一定的应变能力，能妥善处理服务中出现的一般性问题。 3、掌握餐厅服务规程，了解餐厅各种菜肴的基本特点和简单的烹制方法。 4、工作主动、热情、认真，责任心较强。 5、身体健康，仪表端庄。

1.确保执行部门政策方针和标准。 2.对员工实施培训，进行全体员工的培训和评估他们的能力 3.提前意识到缺少服务标准的对客服务并及时制定发展计划，跟踪和执行改变 4.在工作中和下属员工沟通，维护已确定的政策和方针。 5.在用餐期间确保及时纠正错误的餐位。 6.保持操作台的干净和整齐。 7.和厨房保持有效的沟通。 8.维护良好的工作氛围和下属员工良好的工作关系。 9.在团队中展现个人精神和严守时间。 岗位要求 1.至少1年的餐饮管理经验 2.良好的仪容仪表，积极主动。 3.团队有良好的沟通才能，监督和刺激员工的积极性。

【岗位职责】 1、鼓励预定团队实现一贯的Reservation高分。 2、实施宾客意见调查问卷，提高部门服务质量。 3、熟悉处理房间预订的程序，给宾客提供最新和最准确的房况信息。 4、落实”预订未到宾客”的名单和每日团队取消情况。 5、为所有的预订部员工准备工作时间和日程表。 6、管理每日/每月/每年的所有的日常通信的书写。 7、根据预订情况更改现有的预订并且预测现有的和未来的预订情况。 【岗位要求】 1、高中以上学历，有同岗位工作经验2年以上。 2、普通话清晰。 3、具有良好的产品电话销售技能，能够实现酒店客房预订率最大化。 4、具有销售业务谈判能力，能合理调配酒店产品，分清先后，实现客房销售目标。 5、具有良好的语言组织和文字表达能力，清楚，条理地表达销售意向。 6、能够督导团队成员的预订工作，指导下级提高电话销售能力。

【岗位职责】 1、对派工单要准确无误地实施完成，并认真检查完成情况。 2、掌握小组的各项工作，经常对组内负责的各类工作进行巡查，发现问题，及时处理。 3、安排好预防性维修计划及巡查工作，严把质量关。 4、掌握供电设备运行和照明情况，制定节电措施。 5、精通强电、电梯等设备的维修、维护、保养工作经验。 6、合理调配好供电、电梯的运行及安排好电修值班，在保证服务水准的前提下，尽力节能。 【岗位要求】 1、高中以上文化程度；3年以上同岗位工作经验。高低压、变配电、自动化。 2、熟悉强电系统运行维护管理工作，有较强的理论知识和动手能力。 3、能够检查和指导本专业员工做好各项工作，有相关管理经验。 4、精通电气专业，熟悉与电气相关的其他专业，能够阅览工程图纸。

【岗位职责】 1、要熟知菜单、食品配方及其它方面的知识，以向客人推荐各种食品及饮料。 2、清洁并擦亮所有器皿。 3、保持工作场地及餐具室内物品的齐全、干净、整洁。 4、添加所需的布品及操作设备。 5、从仓库内领取物品。 6、根据标准的手册来完成服务工作。 7、根据餐厅的规定来摆放餐桌。 8、结束服务后，要清理所有的饭菜，并清洁桌面。 【岗位要求】 1、高中学历或同等学历，有从事餐饮服务1年以上的工作经历。 2、对工作认真踏实，工作态度端正，能吃苦耐劳。 3、掌握必需的食品、酒水知识，有一定的西餐服务技能。 4、身体健康，仪表端正。

1、协助员餐厨师长，为员工提供健康/卫生/多种花样的食品； Assists in providing food that are healthy, hygienic and has variety. 2、协助员餐厨师长，根据员工提出的见意和意见，积极做好改进工作； Assists in making progress on task according to Associate suggestion and opinion. 3、协助员餐厨师长，按时完成员餐菜单编制工作； Assists in working out the menu with Chef de Cuisine on time. 4、确保根据所设定的政策和方针, 尽量利用剩余的食品原料； Ensures food surpluses and leftovers are used according to the set guidelines and policies.  5、格执行食品分摊政策，以便能有效的做好控制成本工作； Strictly adheres to food apportionment policy to control costs effectively.  6、在厨师长的指导下，乐于学习及制作新的菜肴； Takes interest in learning and preparing new products as directed by the Outlet Chef de Cuisine.  7、紧密督导厨师和员餐其他员工，并协调他们的工作，以确经济、及时的食品制作； Supervises cooking and other kitchen personnel and coordinates their assignments to ensure economical and timely food production.   8、观察食物的准备和制作方法、份量及食物的装饰，以确保食品是按预先的设计制作的； Observes methods of food preparation and cooking, sizes of portions, and garnishing of foods to ensure food is prepared in prescribed manner. 9、在食物装盘及服务前，对食物进行检查； Tests cooked food before plate-up and service. 10、按时检查员餐厨房设备/设施，确保正常运作； Ensures the maintenance and function of kitchen equipments.  11、确保所有厨师在操作中使用正确的工具； Ensures all Commis Chefs and Kitchen Apprentices use the right tool for the right job. 12、确保所有厨师正确、安全地操作食品加工机器； Ensures all Commis Chefs and Kitchen Apprentices handle the food-preparing machine in a proper and safe manner.  13、确保员餐工作场所始终干净整洁； Ensures the cleanliness of Associate kitchen environment at all times.

Establishesa rapport with guests, maintaining good customer relationship. 与客人建立并保持良好的关系。 Ensuresthat all VIPs, Word of Hyatt Members（GLOB above） and TargetProgram guests (Ctrip guests ,1st visit VIP account guests andtiktok guests arechecked prior to the arrival of the guest for 100% readiness. This includescleanliness, amenities and state of repair. 确保每一间贵宾，凯悦天地会员(环球客以下级别会员)（及目标客人（携程客人，第一次抵店的重要公司客人，抖音客人）的房间在客人到店前经过精心的准备及检查，其中包括清洁度、礼品的配置及房间的工程维修状态。 Ensuresthat all VIP/ Long Staying guests are met on arrival and when appropriate, Executive AssistantManager, Front Office Manager, are informed. 确保每一个贵宾及长住客在抵店时得到接待，在必须要的情况下通知到行政助理经理及前厅部经理。 Greets and assists atthe check in of guests and escorting of VIPs, Word of Hyatt Members and TargetProgram guests (Ctrip guests ,1st visit VIP account guests and tiktok guests,ensuring that needs are addressed and satisfied. 在客人办理入住时亲切问候客人并协助前台员工工作，亲自护送贵宾、凯悦天地会员及目标客人（携程客人，第一次抵店的重要公司客人，抖音客人）以确保客人的要求能得到及时的传达并满足。 Establishesthe reason for visiting the Hotel and assist accordingly by: 根据宾客的到店目的提供协助： Escortingguests to Reception / Concierge / Grand Club / Restaurant 引导宾客到前台/礼宾/嘉宾轩/餐厅 Escortingguests to staircase and elevator, while directing them towards the relevantoutlets 引导宾客到楼梯及电梯，指引他们到相应的餐厅 Escortingguests towards the relevant event venues 引导宾客到相应的宴会场所 Addressingany other matter or directing guests towards the most appropriate associate 处理任何其他情况，或引导宾客询问最合适的员工 Bidsfarewell to departing guests and escort guests to front doors and / ordeparting vehicles. 对离店宾客道别，引导他们到大门和/或离店的交通工具。 Initiatesconversations with guests to establish whether any assistance can be offered. 主动与宾客交流，提供协助。 Support FrontDesk /Concierge /Regency Club in peaks hours if possible 如果可以在繁忙时间段协助前台，礼宾部和嘉宾轩 Hass a thoroughunderstanding of all cashiering functions in the Hotel’s computer system. 完全了解酒店电脑系统的收银功能。 Ensures that thecashiering and credit procedures are strictly adhered to. 确保收银及信用卡程序被严格遵守。 Ensuresthat all guest information and documents are being handled in a proper mannerto protect the confidentiality of guest information. 确保以真确的方式处理客人的信息及文件，以保守客人信息的机密性。 Ensures that thecashiering procedures are strictly adhered to, that all floats are usedappropriately in accordance to Policies & Procedures set by Finance. 确保严格遵守酒店的收银程序；所有备用金都要根据财务部设立的政策和程序合理使用。 Ensures that theguests’ bill are presented and collected accordingly. 确保提供给客人的帐单是正确的，以及收款也是正确的。 Ensures a salesattitude is adopted at all times and maintains an awareness of all salesopportunities within the Hotel. 保证具有营销员的态度，并抓住酒店内的一切销售机会。 Ensures a high levelof product knowledge of hotel and local area. 确保对酒店产品和当地情况的高度了解。 Maintains and updatesVIP guest history and marketing database as laid down in Front officeprocedures. 按照前厅部的程序保持最新的贵宾历史及市场数据。

Carries out andsupervises the regular Guestroom Servicing Programme according to theestablished schedule. 根据进度表开展有序的客房维修程序并监督之。 Supervises allmaintenance activities to ensure the “Primary Plant” provides continuous andconsistent utilities required for operations. 监督全部维护保养工作，确保主机房按照营业要求持续不断的有效运作。 Assists in ensuringthe control, verification, storage and utilisation of all fuel deliveries tothe premises are carried out as per the established Policies & Procedures. 确保所有燃料提前运抵，合理控制、贮存和使用，并建立相关的政策程序。 Assists in preparingweekly work schedules in accordance with workload and priorities incoordination with Engineer. 与工程部工程师沟通，协助准备周的工作时间表以协调工作量的分配。 Inspects designatedEngineering areas ensuring proper functioning of equipment, cleanliness andhigh housekeeping standards. 检查工程部区域，确保设备的正常功能、清洁状况并高于房务部的要求。 Supervises and carriesout special projects. 监管并跟进特殊项目。 Carries out andcompletes all maintenance requests on time and pays particular attention toguest related jobs. 确保所有要求的维护保养工作准时完成，尤其关注与顾客密切相关的工作。 Participates andcontributes in discussion related to modifications of equipment when required. 有必要时积极参与设备维修事宜的讨论。 Maintains theengineering store and keeps close control on consumption of material andinventory. 确保工程部储物室的物资存货充足，并严格控制其使用。 Prepares orders forspare parts as to maintain the par stock for emergency requirements. 协调并制作备用零件订单以应对紧急维修并确保有充足的零件。 Submits request to theEngineering Manager for the purchases of parts and consumables. 制做零件和使用品的采购清单，提供给工程部经理以保证不断货。 Assists in monitoringand controlling all utility consumption ensuring optimum energy usage by alldepartments of hotel. 密切控制所有有效消耗，确保酒店所有部门能源的合理利用。 Assists in monitoringenergy efficiency of all equipment; makes recommendations and advises forenergy saving to reduce wastage. 监控所有设备效能，建议节能的方法以减少消耗。 Personally supervisesall hazardous work and ensures all safety regulations are being strictlyobserved by all employees. 亲自监控所有有危险的工作，确保雇员在安全的程序下操作。 Provides Engineeringassistance for all special requests from other operation departments as perapproved function request sheets. 根据核准的功能请求表，安排人员协助其它部门的特殊要求。 备注：该岗位需兼任安全员

保持洁净的工作环境，并上报设备故障，通知维修 使用安全、专业的技术手法为会员和客人提供面部按摩服务 通过安全、舒适、卫生的方式为客人提供肤蜡护理 提供安全、舒适、卫生的美甲服务 根据客人需求提供磨砂护理和草药裹体服务 在每次服务完成之后，察看预约纪录确保，根据预约时间准时为客人提供服务 确保工作区域时时干净整洁 在按摩区域准备足够的按摩精油、酒精、毛巾、布单及其他必需品，且有序摆放视情况准备工具包 与客人、会员亲切沟通并灵活应答他们的提问 保证所有产品必要的库存量，以提供包括面部皮肤和蜡膜护理在内的各项服务例如：皮肤护理产品、化妆棉、蒸馏水、蜡疗加热器、上蜡棒、调和碗、毛巾、布单、毯子、塑料袋和擦脸巾，根据需求准备工具包 保证工作环境整洁有序，与高水准的设备设施相一致

Assists the Assistant Manager in efficiently managing the Department according to the established concept statement providing a courteous, professional, efficient and flexible service at all times. 协助宾客服务经理确保部门按照既定的理念顺畅运作，并始终提供礼貌、专业、快捷、灵活的服务。 Liaises with Housekeeping and other related departments on daily operations. 在日常运作中与客房部及其它部门密切配合。 Handles guest enquiries in a courteous and efficient manner and reports guest complaints or problems to Assistant Manager if no immediate solution can be found. 以礼貌、高效的方式处理客人的要求，遇到问题或投诉时，如果不能马上找到解决办法，则进行汇报，并给以迅速追踪。 Establishes a rapport with guests, maintaining good customer relationship. 与客人建立并保持良好的关系。 Ensures that the cashiering and credit procedures are strictly adhered to. 确保收银及信用卡程序被严格遵守。 Organises and liaises with Housekeeping Department to ensure that the established cleaning schedules are strictly adhered to. 与客房部配合，确保严格执行已定的清洁计划。 Ensures that all guests’ messages, mail, fax and parcels are handled and distributed properly. 确保正确处理所有客人的留言、邮件、传真及包裹。 To ensure that all guests check in/ out are being handled according to the Departmental Operations Manual requirements. 确保按照部门运营手册的要求为客人办理入住及离店手续。 Ensures that all guest information and documents are being handled in a proper manner to protect the confidentiality of guest information. 确保以真确的方式处理客人的信息及文件，以保守客人信息的机密性。 To ensure that guest’s room number is not given to unauthorised person as to ensure maximum security for the in-house guests. 确保不将客人的房间号提供给未被授权的人，以最大限度地保证住店客人的安全。

Establishesa rapport with guests, maintaining good customer relationship. 与客人建立并保持良好的关系。 Ensuresthat all VIPs, Word of Hyatt Members（GLOB above） and TargetProgram guests (Ctrip guests ,1st visit VIP account guests andtiktok guests arechecked prior to the arrival of the guest for 100% readiness. This includescleanliness, amenities and state of repair. 确保每一间贵宾，凯悦天地会员(环球客以下级别会员)（及目标客人（携程客人，第一次抵店的重要公司客人，抖音客人）的房间在客人到店前经过精心的准备及检查，其中包括清洁度、礼品的配置及房间的工程维修状态。 Ensuresthat all VIP/ Long Staying guests are met on arrival and when appropriate, Executive AssistantManager, Front Office Manager, are informed. 确保每一个贵宾及长住客在抵店时得到接待，在必须要的情况下通知到行政助理经理及前厅部经理。 Greets and assists atthe check in of guests and escorting of VIPs, Word of Hyatt Members and TargetProgram guests (Ctrip guests ,1st visit VIP account guests and tiktok guests,ensuring that needs are addressed and satisfied. 在客人办理入住时亲切问候客人并协助前台员工工作，亲自护送贵宾、凯悦天地会员及目标客人（携程客人，第一次抵店的重要公司客人，抖音客人）以确保客人的要求能得到及时的传达并满足。 Establishesthe reason for visiting the Hotel and assist accordingly by: 根据宾客的到店目的提供协助： Escortingguests to Reception / Concierge / Grand Club / Restaurant 引导宾客到前台/礼宾/嘉宾轩/餐厅 Escortingguests to staircase and elevator, while directing them towards the relevantoutlets 引导宾客到楼梯及电梯，指引他们到相应的餐厅 Escortingguests towards the relevant event venues 引导宾客到相应的宴会场所 Addressingany other matter or directing guests towards the most appropriate associate 处理任何其他情况，或引导宾客询问最合适的员工 Bidsfarewell to departing guests and escort guests to front doors and / ordeparting vehicles. 对离店宾客道别，引导他们到大门和/或离店的交通工具。 Initiatesconversations with guests to establish whether any assistance can be offered. 主动与宾客交流，提供协助。 Support FrontDesk /Concierge /Regency Club in peaks hours if possible 如果可以在繁忙时间段协助前台，礼宾部和嘉宾轩 Hass a thoroughunderstanding of all cashiering functions in the Hotel’s computer system. 完全了解酒店电脑系统的收银功能。 Ensures that thecashiering and credit procedures are strictly adhered to. 确保收银及信用卡程序被严格遵守。 Ensuresthat all guest information and documents are being handled in a proper mannerto protect the confidentiality of guest information. 确保以真确的方式处理客人的信息及文件，以保守客人信息的机密性。 Ensures that thecashiering procedures are strictly adhered to, that all floats are usedappropriately in accordance to Policies & Procedures set by Finance. 确保严格遵守酒店的收银程序；所有备用金都要根据财务部设立的政策和程序合理使用。 Ensures that theguests’ bill are presented and collected accordingly. 确保提供给客人的帐单是正确的，以及收款也是正确的。 Ensures a salesattitude is adopted at all times and maintains an awareness of all salesopportunities within the Hotel. 保证具有营销员的态度，并抓住酒店内的一切销售机会。 Ensures a high levelof product knowledge of hotel and local area. 确保对酒店产品和当地情况的高度了解。 Maintains and updatesVIP guest history and marketing database as laid down in Front officeprocedures. 按照前厅部的程序保持最新的贵宾历史及市场数据。

Buys locally availablefresh products whenever possible and has limited menus which are changedfrequently to ensure the guest is always offered a variety of food items. 无论何时尽可能地购买当地新鲜产品，通过有限的菜单的频繁更换，确保总能为客人提供花样繁多的菜肴。 Participates inplanning menus and utilisation of food surpluses and leftovers, taking intoaccount probable number of guests, market conditions, and popularity of variousdishes and frequency of menu. 考虑客人人数，市场环境及菜式的受欢迎程度和菜单使用率，与餐厅经理一起计划或参与菜单设计和尽量利用库存和现有食物， Reviews menus,analyses recipes, determines food, labour, overhead costs and assigns prices tomenu items. 回顾菜单，分析烹饪配方，确定选材，进行人员分配，计算管理费用的成本及菜式定价。 Directs and strictlyadheres to food apportionment policy to control costs. 指导食物配置来控制成本。 Assists in the processof introducing and testing the market with new products, which aremarket-orientated in terms of price, and product. 根据市场导向的价格及产品，引进及尝试市场中出现的新产品。 Serves fresh food toguests which is prepared a la minute, is consistent in quality, and reflectsthe style of the outlet concept. 为客人提供新鲜食物，即使是最后一分钟准备，都要持续保证食物的高品质，充分体现餐厅风格及经营理念。 Closely supervisescooking and other Kitchen personnel and coordinates their assignments to ensureeconomical and timely food production. 密切监督烹饪及员工工作，协调他们的工作任务，确保经济省时的出品。 Observes methods offood preparation and cooking, sizes of portions, and garnishing of foods toensure food is prepared in prescribed manner. 观察食物准备及烹饪的方法，食物的尺寸规格，以及食物的装饰，确保食物按照所规定的标准去准备。 Tests cooked foodsbefore plate-up and service. 在食物上碟前和服务客人过程中，检验被服务给客人的食物。 Estimates foodconsumption and purchases or requisitions of foodstuffs and kitchen supplies. 对食物的消费，采购，食物原材料及供应进行评估。 Devises special dishesand develops innovative recipes. 设计特殊的菜肴器皿，发展创新的烹饪处方。 Establishes andenforces nutrition and sanitation standards for restaurant. 建立及加强食品营养及餐厅的卫生环境。

工作职责 ·         确保持续提供亲切的专业的服务。 ·         确保每位VIP尊享客人享受到广州保利洲际酒店品牌标准的热情与高效率的服务。 ·         确保VIP服务的一贯性和选择性。 ·         熟悉VIP尊享客人的入住感受和喜好。 ·         经常与VIP服务副经理，经理进行日常工作交流，确保工作达到最高水平。 ·         在处理所有工作的事务上，任何时候都必须表现出积极的态度。 ·         及时地向VIP接待副经理，经理进行沟通，做工作进度的汇报。 ·         熟悉VIP尊享客人接机服务流程 ·         熟悉客房登记入住的程序。包含房内登记入住程序。 ·         对VIP尊享客人入住房间提前进行检查，确保根据VIP尊享客人喜好和广州保利洲际酒店标准进行检查。 ·         熟悉VIP尊享客人贴身管家服务流程。 ·         熟悉所有VIP团队客人的人员到达和离开，行程，团队名称，房间数量和VIP团队负责人信息。 ·         对VIP尊享客人用餐的PDR提前进行检查，确保根据VIP尊享客人喜好进行检查几安排菜单。 ·         熟悉VIP尊享客人用餐需求安排。 ·         对VIP尊享客人会议及宴会活动提前进行检查，确保符合VIP尊享客人要求和广州保利洲际酒店标准。 ·         熟悉VIP尊享客人的行程信息。 ·         为VIP尊享客人提供详细和准确的信息，包括在酒店内部和外部的各种服务和设施的信息。 ·         遵守酒店的规章制度。 ·         运用销售和建设性销售技巧来推销酒店的产品。 ·         遵守酒店的安全，应急政策和程序。 ·         确保分享VIP服务日常问题及解决方案。 ·         执行并完成上级领导交代的工作。 ·         VIP尊享客人的隐私和资料必须要保密。

Duties and Responsibilities工作职责 ·         In the absence of a Manager, conducts shift briefings to ensure hotel activities and operational requirements are known ·         在经理缺席时主持交接班说明会，确保员工了解酒店的活动和运营的要求。 ·         Endeavour to resolve all complaints during shift and logs all complaints in log book for further follow up ·         在自己当班期间尽可能解决所有的投诉，并在工作日志中记录所有投诉以便进一步跟进的工作。 ·         Supervise cash handling and banking procedures ·         监督现金的处理和存放程序。 ·         Prepare daily banking and cash flow reports ·         编制每日存款和流动资金报告 ·         Establish and instruct staff in cash security procedures ·         制定并指导员工执行现金安全制度。 ·         Deal with irregular payments ·         处理异常的付款情况。 ·         Supervise the maintenance of service equipment ·         监督服务设备的维护保养。 ·         Monitor standards of guest facilities and services ·         监督客用设施和服务的标准。 ·         Control stock and monitor security procedures ·         控制存货和监督保安成序。 ·         Assist with menu and wine list creation ·         协助菜单和酒水单的设计工作。 ·         Supervise functions ·         监督各项职能。 ·         Supervise outlet service ·         监督餐厅的服务。 ·         Works with Superior on manpower planning and management needs ·         和上级领导一起进行人力规划和管理需求。 ·         Works with Superior in the preparation and management of the Department’s budget ·         和上级领导一起编制和管理部门预算。

Duties and Responsibilities工作职责 ·         In the absence of a Manager, conducts shift briefings to ensure hotel activities and operational requirements are known ·         在经理缺席时主持交接班说明会，确保员工了解酒店的活动和运营的要求。 ·         Endeavour to resolve all complaints during shift and logs all complaints in log book for further follow up ·         在自己当班期间尽可能解决所有的投诉，并在工作日志中记录所有投诉以便进一步跟进的工作。 ·         Supervise cash handling and banking procedures ·         监督现金的处理和存放程序。 ·         Prepare daily banking and cash flow reports ·         编制每日存款和流动资金报告 ·         Establish and instruct staff in cash security procedures ·         制定并指导员工执行现金安全制度。 ·         Deal with irregular payments ·         处理异常的付款情况。 ·         Supervise the maintenance of service equipment ·         监督服务设备的维护保养。 ·         Monitor standards of guest facilities and services ·         监督客用设施和服务的标准。 ·         Control stock and monitor security procedures ·         控制存货和监督保安成序。 ·         Assist with menu and wine list creation ·         协助菜单和酒水单的设计工作。 ·         Supervise functions ·         监督各项职能。 ·         Supervise outlet service ·         监督餐厅的服务。 ·         Works with Superior on manpower planning and management needs ·         和上级领导一起进行人力规划和管理需求。 ·         Works with Superior in the preparation and management of the Department’s budget ·         和上级领导一起编制和管理部门预算。

Duties and Responsibilities工作职责 FINANCIAL RETURNS财务回报 Responsible for upselling to increase monthly rooms revenue. 有责任的进行客房增效以增加每月客房收入 Ownership to IRC enrolment 负责优悦会会员的邀请   GUEST EXPERIENCE宾客体验   Conducts shift briefings to ensure hotel activities and operational requirements are known 进行有效的交接班简报工作，以明确酒店活动和运营要求 Supervise front office operations during assigned shift including: 在当班期间监督前厅部运营情况，包括： Maintenance of guest information 维护客户信息 Maintenance of information about local events 维护当地活动的信息 Familiar with daily arrivals & departure including groups, FIT, VIP & corporate 熟悉每日的预抵与离店，包括团队，散客，重要客人和公司客。 Familiar with the training & target of member enrolment, to ensure the subordinates understand the procedures & individual targets. 熟悉掌握会员招募的培训和指标，确保员工理解招募程序与个人指标 Supervise the daily operations including take necessary actions to the follow-up-needed, accurately response to the inquires of guests, proper task delegations of staff. 监管日常运营，包括对需要跟进的业务采取必要行动，准确无误的解答客人的咨询，合理分配任务给当班员工。 To constantly increase hotel incremental revenue, for Front Office based on the up-sell target monthly, drive up the up-sell, cross selling to achieve the budget 为了持续增加酒店额外收入，作为前厅部，基于每月的目标，最大化的进行客房增销与交叉销售以达到预算 Always maintain brand standard to constantly deliver exceptional guest service 一直保持品牌标准，持续的提供卓越的服务 Supervise cashiering activities during shift including: 在当班期间监督收银活动，包括： Cash handling and banking procedure 现金处理和银行业务程序 Dealing with irregular payments 处理非法支付情况 Instructing staff in credit policies and facilities 就信用政策和设备对员工进行指导 Instructing staff in cash security procedures 就现金安全程序对员工进行指导 Carry out debtor control 实施应收帐款控制 Prepare reports 准备财务报告 Supervise the cashiering system 对收银系统实施监管   RESPONSIBLE BUSINESS企业责任 Often check the PSB data is properly modified & upload to PSB system 经常性检查公安旅业系统住店人员数据被正确的更新与上传 Ensure cashiers are followed to Finance related policy 确保收银员根据财务政策执行收银工作

·       Supervise the implementation of housekeeping           standards and procedures in relation to: ·       监督客房部各项标准和工作程序的执行 ： 1    Bedroom service       臥室服务 2    Bathroom service       卫生间服务 3    Valet service       洗衣服务 4    Cleaning service       清洁服务 5    Linen maintenance       布巾维护 6    Public Area Serviece       公共区域服务 ·       Recommended changes to these standards and training          needs on an ongoing basis ·       就这些标准和培训需求提供持续性的改进建议。 ·       Maintain a current and thorough knowledge of all          housekeeping systems ·       对客房部所有系统有最新和完整的知识。 ·       Open and close the shift and ensure effective shift hand          over ·       负责管理接班和交班工作，以确保交接班过程的有效进行 。 ·       Distribution and collection of keys ·       分发和收集钥匙。 ·       Management of all incoming and outgoing calls ·       管理所有的呼入和呼出电话。 ·       Solve employee grievances ·       解决员工受到的不公正待遇问题。 ·       Perform tasks allocations ·       分配工作任务 ·       Perform public area inspections ·       检查公共区域 ·       Prioritise arrival rooms ·       排列抵店客人客房的优先顺序。 ·       Liaise with Front Office for guest and hotel requirements ·       配合前台满足酒店和客人的要求。 ·       Ensure guest valet is processed and delivered in a timely manner ·       确保及时为客人提供洗衣服务并送还。 ·       Co-ordinate special projects (eg site rooms, vermin control, window and carpet cleaning, room inventories) ·       协调特别项目(如参观客房，除虫，窗户和地毯的清洁，客房供应量)。 ·       Manage all special requests made by guests ·       处理客人所有的特殊要求。 ·       Visit in-house guest, and collect guest profile and comments everyday ·       每天拜访住店客人，并收集客人的客史资料及客人意见书 ·       Ensure consistency within the department ·       确保部门内工作的一致性。 ·       Management of lost property for the hotel ·       管理酒店的遗失财物。 ·       Ensure you have complete knowledge of room types, layouts and facilities ·       确保具有客房类型，设计和设施的全面知识。 ·       Manage storage areas ·       管理仓库 ·       Maintain adequate stock levels ·       保存充足的用品存货。 ·       Complete stock takes as required ·       按要求完成库存盘点工作。 ·       Maintain stock levels ·       维持存货水平 ·       Conducts shift briefings to ensure hotel activities and          operational requirements are known ·       进行交接班说明，确保了解酒店的工作和运营需求。

Duties and Responsibilities工作职责 ·         In the absence of a Manager, conducts shift briefings to ensure hotel activities and operational requirements are known ·         在经理缺席时主持交接班说明会，确保员工了解酒店的活动和运营的要求。 ·         Endeavour to resolve all complaints during shift and logs all complaints in log book for further follow up ·         在自己当班期间尽可能解决所有的投诉，并在工作日志中记录所有投诉以便进一步跟进的工作。 ·         Supervise cash handling and banking procedures ·         监督现金的处理和存放程序。 ·         Prepare daily banking and cash flow reports ·         编制每日存款和流动资金报告 ·         Establish and instruct staff in cash security procedures ·         制定并指导员工执行现金安全制度。 ·         Deal with irregular payments ·         处理异常的付款情况。 ·         Supervise the maintenance of service equipment ·         监督服务设备的维护保养。 ·         Monitor standards of guest facilities and services ·         监督客用设施和服务的标准。 ·         Control stock and monitor security procedures ·         控制存货和监督保安成序。 ·         Assist with menu and wine list creation ·         协助菜单和酒水单的设计工作。 ·         Supervise functions ·         监督各项职能。 ·         Supervise outlet service ·         监督餐厅的服务。 ·         Works with Superior on manpower planning and management needs ·         和上级领导一起进行人力规划和管理需求。 ·         Works with Superior in the preparation and management of the Department’s budget ·         和上级领导一起编制和管理部门预算。

·         Sell the InterContinental Hotels Group products and services using up-selling and suggestive selling techniques. 使用促销及其他销售技巧销售IHG集团的产品和服务。 ·         Promote the Hotel’s (and ICHG generally) products and services. 推销酒店（及IHG集团）的产品和服务。 ·         Maintain a high level of product and service knowledge about all IHG Hotels in your region. 充分了解所在地区IHG集团酒店的产品和服务知识。 ·         Develop and maintain a regular pattern of sales calls. 开发和维护电话销售的常规模式。 ·         Prepare and execute action plans which increase reservation sales and associated business. 准备并执行有关预订销售及其他相关业务的行动计划。 ·         Record and process reservations made by phone/fax/email. 记录管理来自电话、传真及邮箱的预订。 ·         Accept wait list reservations. 接收等候列表。 ·         Process amendments to reservations such as extensions, early departures, etc. 留意预订状况的变化，例如电话号码、提早离店等。 ·         Manage “no show” reservations by investigation and recording of same. 调查、记录并管理“no-show”预订。 ·         Record special billing arrangements for groups and conventions. 记录团队和会议的特殊要求。 ·         Liaise with Front Office Manager or Finance Manager for all reservations requiring credit approval. 对接前厅经理或信贷经理。 ·         Maintain knowledge of special rates/ offers/ promotions. 充分了解特殊价格、促销及套餐。 ·         Monitor reservation levels and inform Managers of current and future occupancy rates. 监督预订情况，通知预订经理当前及未来的入住率。 ·         Prepare reports as requested (eg to travel agents, business houses etc). 协助准备各项报告。 ·         Works with Manager in the preparation and management of the department’s budget. 协助监控与管理部门预算。 ·         Develop and conduct rooms based marketing activities. 开展和实施以客房为基础的市场活动。 ·         Track sales programs/promotions/advertising and provide feedback as necessary to relevant departments. 跟踪销售计划，促销活动，广告，并向相关部门提供必要的反馈。 ·         Track and establish pick up trends, occupancy history and market segment development to facilitate forecasting. 记录散客驱势，入住率记录和市场细分发展情况来协助预测工作。 ·         Ensure accuracy of guest history and client profiles in Data Base. 确保数据库中客人记录和客户资料的准确性。 ·         Track market codes. 记录市场代码。 ·         Collate, maintain and distribute relevant information and data obtained from both existing sources (consultants, economic forecasters) and external sources. 编写、保管和发放从现有信息来源（顾问、经济预测师）和外部信息来源获得的相关信息和资料。 ·         Conduct market research and analysis. 开展市场调研和分析工作。 ·         Report on competitor activity. 报告竞争对手的活动。

岗位要求 1.大专以上学历，有相同岗位工作经验2年以上。熟悉酒店领域的销售工作。 2.在当地有一定的客户群。 3.有较强的团队合作意识，及强的团队领导能力。 4.熟悉公关营销部的业务，能协调各岗位的工作。 5.形象气质佳。

·         With Events Sales Manager plan sales strategy and implement tactics to achieve budget 协助会议销售经理实施销售策略并完成销售任务 ·         Sell all facets of the hotel and cross sell other InterContinental Hotels Group properties 销售及交叉销售其他洲际酒店所有产品 ·         Establish new business and maintain existing business accounts through the preparation and execution of action plans 制定、执行新的行动计划开发新客户及维持现有客户 ·         Convert sales leads 转变销售导向 ·         Handle accounts/prospects jointly with senior positions 与会议销售经理处理潜在客户 ·         Solicit and close business according to established parameters 根据建立的量化参数请求终止业务 ·         Conduct familiarizations and site inspections 熟悉业务及酒店范围 ·         Maintain a regular sales call pattern 维持定期销售拜访 ·         Monitor competitive set and communicate tactical changes to Manager 监督竞争对手的的资料和策略变化并报告经理 ·         Attend regular meetings 参与日常会议 ·         Entertain prospects and existing key accounts with the view to sustain business and generate further sales 为维系长期业务及长远销售宴请相关主要客户 ·         Report as required on sales activities and successes 报告销售活动及成绩 ·         Participate in conducting client interviews 会见客户 ·         Maintain regular contract with the ICHG regional network of hotels and reservation center 与洲际区域网络及酒店预订中心保持定期联络 ·         Monitor competitor activities 监督竞争对手的活动  ·         Build profile in market place 建立酒店形象 ·         Assist Sales Manager with collateral distribution and direct mail campaigns 协助销售经理分发宣传册并直接邮寄 ·         Develop and maintain contact with business generators, meeting and convention planners, visitors/Convention Bureau travel agents, tour operators, airlines, corporate accounts, Government Departments and other producers closely allied to Hotel Business 开发并保持与会议决策者，旅游公司代理商、航空公司，商务客户、政府部门及其他产业的紧密合作联系 ·         Work in line with business requirements 在酒店业务要求下工作 aCCOUNTABILITY责任 ·         This is the Sales & Marketing job in a large full-service, luxury, resort, or major flagship hotel with extensive facilities and services, a number of major outlets, and catering and convention facilities. Typically manages multiple Sales & Marketing professionals and/or administrative staff. 此岗位是提供综合服务的大型豪华酒店、度假村或旗舰酒店市场销售部的职位，这类酒店通常拥有多个场地、大型用餐场所、宴会厅和会议室。职能通常包含对市场销售部员工和行政人员的管理。

Duties and Responsibilities工作职责 ·         In the absence of a Manager, conducts shift briefings to ensure hotel activities and operational requirements are known ·         在经理缺席时主持交接班说明会，确保员工了解酒店的活动和运营的要求。 ·         Endeavour to resolve all complaints during shift and logs all complaints in log book for further follow up ·         在自己当班期间尽可能解决所有的投诉，并在工作日志中记录所有投诉以便进一步跟进的工作。 ·         Supervise cash handling and banking procedures ·         监督现金的处理和存放程序。 ·         Prepare daily banking and cash flow reports ·         编制每日存款和流动资金报告 ·         Establish and instruct staff in cash security procedures ·         制定并指导员工执行现金安全制度。 ·         Deal with irregular payments ·         处理异常的付款情况。 ·         Supervise the maintenance of service equipment ·         监督服务设备的维护保养。 ·         Monitor standards of guest facilities and services ·         监督客用设施和服务的标准。 ·         Control stock and monitor security procedures ·         控制存货和监督保安成序。 ·         Assist with menu and wine list creation ·         协助菜单和酒水单的设计工作。 ·         Supervise functions ·         监督各项职能。 ·         Supervise outlet service ·         监督餐厅的服务。 ·         Works with Superior on manpower planning and management needs ·         和上级领导一起进行人力规划和管理需求。 ·         Works with Superior in the preparation and management of the Department’s budget ·         和上级领导一起编制和管理部门预算。

Duties and Responsibilities工作职责 ·         In the absence of a Manager, conducts shift briefings to ensure hotel activities and operational requirements are known ·         在经理缺席时主持交接班说明会，确保员工了解酒店的活动和运营的要求。 ·         Endeavour to resolve all complaints during shift and logs all complaints in log book for further follow up ·         在自己当班期间尽可能解决所有的投诉，并在工作日志中记录所有投诉以便进一步跟进的工作。 ·         Supervise cash handling and banking procedures ·         监督现金的处理和存放程序。 ·         Prepare daily banking and cash flow reports ·         编制每日存款和流动资金报告。 ·         Establish and instruct staff in cash security procedures ·         制定并指导员工执行现金安全制度。 ·         Deal with irregular payments ·         处理异常的付款情况。 ·         Supervise the maintenance of service equipment ·         监督服务设备的维护保养。 ·         Monitor standards of guest facilities and services ·         监督客用设施和服务的标准。 ·         Control stock and monitor security procedures ·         控制存货和监督保安成序。 ·         Assist with menu and wine list creation ·         协助菜单和酒水单的设计工作。 ·         Supervise functions ·         监督各项职能。 ·         Supervise outlet service ·         监督餐厅的服务。 ·         Works with Superior on manpower planning and management needs ·         和上级领导一起进行人力规划和管理需求。 ·         Works with Superior in the preparation and management of the Department’s budget ·         和上级领导一起编制和管理部门预算。

-  Conducts shift briefings to ensure hotel activities and operational requirements are known -  进行有效的交接班简报工作，以明确酒店活动和运营要求 -  Monitor guest relations’ personnel to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure, include, -  监督客户关系部工作人员，以确保来宾始终得到礼貌接待及充分的注意和重视，由此实现最大的客人满意度 ，包括： o      Maintenance of guest information 维护客户信息 o      Maintenance of information about local events o      维护当地活动的信息 o      Compile occupancy statistics o      统计入住情况 o      Assisting with serious complaints 协助解决严重投诉问题 -  Supervise cashiering activities during shift including: -  在当班期间监督收银活动，包括： o      Cash handling and banking procedure 现金处理和银行业务程序 o      Make sure all balance to be settled upon guest departure 确保所有余额在客人离店时结清 -  Monitor guest relations personnel to ensure IRC members consistently receive all benefits, repeat guests and other VIP’s receive special recognition and service 监督客户关系部人员的工作，以确保优悦会会员始终得到全部优惠，常客和其它贵宾也得到特别关照 -  Inspects all VIP rooms prior to arrival 在贵宾到达前对贵宾房进行检查 -  Perform such functions as to include but not be limited to: 行使下列功能，包括但不仅限于： o         IRC and regular guest welcome letters o         向优悦会会员和常客致欢迎信 o         Solicitation of IRC applications o         发展优悦会会员 o         Attending to special requests by guests o         回应客人提出的特别要求 -  Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests 查阅来客单，检查对客人和贵宾的房间分配情况、各类设施情况以及特别申请 -  Ensure all guests are well served with welcome tea or any local snacks 确保客人有被邀请品尝欢迎茶和当地小吃 -  Enforces all quality standards and procedures from VIP guests’ (e.g. VIP:1,2,3,6,7,8,9 Returnee guest:R5,R10,R25 ) pre‐arrival, to their arrival, during their stay till their departure. 在贵宾客人到达前，入住期间，离店 都按照有质量且统一的标准话服务来执行服务。（例如VIP：1、2、3、6、7、8、9熟客：R5、R10、R25） -  Ensures FITs arriving and departing by limousine are met and greeted and are given a smooth and seamless check in and check out. 确保抵达和离开的豪华轿车的迎接，并给予客人顺利和无缝的入住和退房。 -  Develops and instill the philosophy amongst staff to exceed guests’ needs at every point of contact. 在员工中发展并灌输在每一个接触点超越客人的需求 的理念。 -  Is familiar with all happening in the hotel, arrivals, departures and see‐offs of guests staying in‐house or attending a function. 了解酒店内发生的一切，客人入住、离店或参加活动的情况。 -  Is familiar with VIP room blocks and conducts random inspections of rooms.       熟悉贵宾房的设置并对房间进行随机抽查。 -  Ensures Lobby presence is maintained and lobby is kept neat, cleaned and maintained at all times.       确保大堂任何时候的都是整齐和干净的。 -  Ensures orderliness and manages the flow of traffic in the lobby, Front Desk and lift landing area.        确保大堂、前台、客梯等公共区域的秩序和管理。 -  Ensures email address of guests are obtained upon check‐in and updated into guest profiles correctly 确保在入住时获得的客人的邮箱地址正确的更新进客人的个人资料。 -  Provides forecasts to F&B for large orders of amenities. 预测并提供VIP备品数量给餐饮部。 -  Provides forecast to the Flower Room / Shop for flower arrangements.        为花房/商店提供花卉布置的预测。 -  Provide personalized service according to guest needs e.g: Birthday/Honeymoon/Ceremony. 根据客人需求提供个性化服务，如：生日/蜜月/庆典。   -  To participate hotel promotion selling activities. 出售月饼、圣诞促销活动券、新年促销活动券、及餐厅和其它部门平时的促销活动。 -  Conducts shift briefings to ensure hotel activities and operational requirements are known 进行有效的交接班简报工作，以明确酒店活动和运营要求 -  Monitor guest relations’ personnel to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure, include, -  监督客户关系部工作人员，以确保来宾始终得到礼貌接待及充分的注意和重视，由此实现最大的客人满意度 ，包括： o      Maintenance of guest information 维护客户信息 o      Maintenance of information about local events o      维护当地活动的信息 o      Compile occupancy statistics o      统计入住情况 o      Assisting with serious complaints 协助解决严重投诉问题 -  Supervise cashiering activities during shift including: -  在当班期间监督收银活动，包括： o      Cash handling and banking procedure 现金处理和银行业务程序 o      Make sure all balance to be settled upon guest departure 确保所有余额在客人离店时结清 -  Monitor guest relations personnel to ensure IRC members consistently receive all benefits, repeat guests and other VIP’s receive special recognition and service 监督客户关系部人员的工作，以确保优悦会会员始终得到全部优惠，常客和其它贵宾也得到特别关照 -  Inspects all VIP rooms prior to arrival 在贵宾到达前对贵宾房进行检查 -  Perform such functions as to include but not be limited to: 行使下列功能，包括但不仅限于： o         IRC and regular guest welcome letters o         向优悦会会员和常客致欢迎信 o         Solicitation of IRC applications o         发展优悦会会员 o         Attending to special requests by guests o         回应客人提出的特别要求 -  Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests 查阅来客单，检查对客人和贵宾的房间分配情况、各类设施情况以及特别申请 -  Ensure all guests are well served with welcome tea or any local snacks 确保客人有被邀请品尝欢迎茶和当地小吃 -  Enforces all quality standards and procedures from VIP guests’ (e.g. VIP:1,2,3,6,7,8,9 Returnee guest:R5,R10,R25 ) pre‐arrival, to their arrival, during their stay till their departure. 在贵宾客人到达前，入住期间，离店 都按照有质量且统一的标准话服务来执行服务。（例如VIP：1、2、3、6、7、8、9熟客：R5、R10、R25） -  Ensures FITs arriving and departing by limousine are met and greeted and are given a smooth and seamless check in and check out. 确保抵达和离开的豪华轿车的迎接，并给予客人顺利和无缝的入住和退房。 -  Develops and instill the philosophy amongst staff to exceed guests’ needs at every point of contact. 在员工中发展并灌输在每一个接触点超越客人的需求 的理念。 -  Is familiar with all happening in the hotel, arrivals, departures and see‐offs of guests staying in‐house or attending a function. 了解酒店内发生的一切，客人入住、离店或参加活动的情况。 -  Is familiar with VIP room blocks and conducts random inspections of rooms.       熟悉贵宾房的设置并对房间进行随机抽查。 -  Ensures Lobby presence is maintained and lobby is kept neat, cleaned and maintained at all times.       确保大堂任何时候的都是整齐和干净的。 -  Ensures orderliness and manages the flow of traffic in the lobby, Front Desk and lift landing area.        确保大堂、前台、客梯等公共区域的秩序和管理。 -  Ensures email address of guests are obtained upon check‐in and updated into guest profiles correctly 确保在入住时获得的客人的邮箱地址正确的更新进客人的个人资料。 -  Provides forecasts to F&B for large orders of amenities. 预测并提供VIP备品数量给餐饮部。 -  Provides forecast to the Flower Room / Shop for flower arrangements.        为花房/商店提供花卉布置的预测。 -  Provide personalized service according to guest needs e.g: Birthday/Honeymoon/Ceremony. 根据客人需求提供个性化服务，如：生日/蜜月/庆典。   -  To participate hotel promotion selling activities. 出售月饼、圣诞促销活动券、新年促销活动券、及餐厅和其它部门平时的促销活动。 Required Skills – 技能要求 ·            Communication skills are utilized a significant amount of time when interacting with others; 拥有在与他人交往时大多数时间所使用的沟通技能 ·            Proficient in the use of Microsoft Office and Front Office System 熟练使用微软办公软件和前台系统 ·            Problem solving and organizational abilities 具有解决问题和组织能力   Qualifications – 学历 ·         Diploma or Vocational Certificate in Hotel Administration, Hotel Management or equivalent ·         具有酒店行政管理，酒店管理或相关的大专学历或专业证书。   Experience – 经验 ·         1 years experience in front office / guest services or related discipline including supervisory experience, or an equivalent combination of education and experience.  ·         拥有1年前厅或宾客服务工作经验，包括管理经验，或与此相当的教育和相关工作经验结合的背景。