job overview 职位概述 Deliver marketing communication strategies to drive revenue streams (including Rooms, Food & Beverage, Banquets & Weddings, Meetings & Events), local awareness (reputation and understanding of hotel brand in the city) and relationships (hotel guests, media companies, local community, and vendors) 执行市场推广策略来增长收益来源（包括客房， 餐饮，宴会和婚宴、会议与活动），本地知名度（酒店品牌在本地市场的声誉及知晓度）及维持良好关系（企业客户、酒店客人、商业伙伴、本地社区、政府和供应商）。 Own and manage the marketing communications responsibilities under six core topics according to IHG standard operating procedures for Marketing Planning, Collateral and Advertising Production, Content Management, Public Relations, Promotion and Events and Social Media. 管理并执行根据IHG市场传讯标准操作流程所描述的六大核心职责：市场推广计划、印刷品与广告的设计制作、内容管理、公共关系、酒店推广及活动和社交媒体 Deliver tactical marketing promotions to drive hotel revenue and awareness in the local and feeder markets, and ensure key stakeholders (including media companies, local corporate accounts, vendors and suppliers) are aware of the hotel product and unique selling points. 实施策略性的推广营销来帮助推动酒店收益以及增加酒店在本地和客源市场的知名度，确保关键利益相关者（包括媒体方，本地公司客户、卖方和供应商）都了解酒店产品和独特卖点。 Champion and protect the reputation of the hotel and its brand. Collaborate with partner teams (including Food & Beverage, Meetings and Events, Sales, Revenue Management/Reservations) on marketing promotions and guest relations. 管理及保护酒店的声誉和品牌与合作团队（包括餐饮、会议和活动、销售、收益管理/预订）就市场推广和客户关系良好合作。 At InterContinental Hotels & Resorts® we want our guests to feel special, cosmopolitan and In the Know which means we need you to: ·     Be charming by being approachable, having confidence and showing respect. ·     Stay in the moment by understanding and anticipating guests’ needs, being attentive and taking ownership of getting things done. ·     Make it memorable by being knowledgeable, sharing stories and showing your style to create moments that make people feel special. ·     在洲际酒店及度假村®，我们希望宾客感觉风格独特、时尚现代和深入洞悉，这意味我们需要你： ·     亲切、充满自信、体现尊重来展现富有魅力的你。 ·     理解和预测宾客的需要、做到细心周到、具主人翁精神、把事情办好，保持专注当下。 ·     见多识广、分享阅历、展现你的风格来创造令人感觉特别的时刻，做到令人难忘。 Duties and Responsibilities工作职责 Financial Returns  财务回报 ·     Prepare and manage the department’s Marketing budget as part of Business Planning:  编制并管理酒店部门市场预算: ·     Assist GM in preparing all Marketing sections of the Sales & Marketing department annual budget     协助总经理准备市场推广年度预算的编制 ·     Assist GM in monitoring Marketing revenue targets and controlling Marketing costs to ensure performance against budget  协助总经理来管理市场推广活动收入和控制市场推广成本，确保预算执行情况 ·     Assist GM in preparing the hotel’s short term and long term strategic plan for all Marketing priorities                          协助总经理编制酒店的短期和长期策略计划 Guest Experience 宾客体验 ·     Deliver and execute an annual Marketing Plan for all hotel events, public and media relations, loyalty and channel marketing and other marketing activities                                                制定并执行酒店的所有活动，公共和媒体关系，忠诚度和渠道营销以及其他市场推广活动的全年计划。 ·     Align marketing communication activities to hotel’s key business segments to ensure clear return-on-investment (ROI) for time and budget invested in the activity                                                ·     保持市场推广活动与酒店主要业务细分市场的一致性，确保活动中对投资回报率 (ROI) 有明确的时间和预算支持。 ·     Manage hotel events including budgeting, guest list, agenda/programme, media participation, photography/video and gifts                                                                                                                          管理酒店的市场活动，包括预算，客人名单、议程/计划、媒体参与、摄影/视频及礼品。 ·     Develops media contacts, plans press conferences and other PR activities. Acts as hotel’s liaison with media to promote good publicity, drive hotel awareness and counteract bad publicity 发展良好的媒体关系，策划新闻发布会以及其它公关活动。代表酒店与媒体沟通，以促进良好的公关形象，提高酒店知名度和抵销负面影响。 ·     Build continued hotel awareness by delivering new hotel stories and press releases of promotion or event to media, trade publications and local community                                                                                                                               通过发送新的酒店报道、推广或活动的新闻稿给媒体、商业刊物和本地社区，建立持续的酒店知名度 PEOPLE 员工团队 ·     Manage hotel image database from official hotel photos, event photos, staff photos to use in hotel promotion                                                                                                                                      ·     管理酒店图像数据库包括官方酒店照片、活动照片和员工照片等，用于酒店推广 ·     Join the hotel Executive Committee and contribute to its responsibilities                               加入进酒店行政委员会，承担行政委员会的职责 ·     Manage the key Marketing Communication processes at hotel including Marketing Planning, Collateral and Advertising Production, Content Management, Public Relations, Promotion and Events and Social Media according to IHG Marketing Communications standard operating procedures                                                                                                                 根据IHG市场传讯标准操作流程，管理酒店的重要市场传讯活动，包括：市场推广计划、印刷品与广告的设计制作、内容管理、公共关系、酒店推广及活动和社交媒体。 RESPONSIBLE BUSINESS 企业责任 ·     Develop hotel and marketing collaterals according to Brand standards for promotions           根据品牌标准，设计并制作酒店和市场推广的宣传印刷品。 ·     Manage IHG Hotel Content Manager system to update text and images that optimizes the content quality and best represents the Brand standards                                                                             管理IHG酒店HCM内容管理系统，更新文字和图像，优化内容质量并最好地呈现品牌标准 ·     Manage hotel social media system and processes to support tactical campaigns, engage hotel guests and build hotel client database                                                                               管理酒店社会化媒体平台，支持策略性促销活动，建立酒店客户数据库。 ·     Manage the reputation and awareness of the hotel and Brand in the local city and key feeder markets                                                                                                                                                管理酒店和品牌在当地城市和主要客源市场中的声誉和知名度 ·     Monitors awareness of competitor activities and use information when developing strategies                                                                                                                                                 关注竞争对手的知名度及推广活动并在制定策略时充分利用信息。 aCCOUNTABILITY 职责 Human Resource Responsibilities -  (for incumbents with direct subordinates)                     人力资源职责 -（适用于有直接下属的人员 ·     Support General Manager and Director of Human Resources to maximize Sales and Marketing staff resources 与总经理和人力资源总监合作，确保员工的部门表现积极有效。 ·     Assist in planning for future staffing needs      协助规划今后的人员配备需求 ·     Assist in recruiting in line with company guidelines                                                                   协助根据公司准则进行招聘 ·     Prepare detailed induction program for new staff  编制新员工的详细入职计划 ·     Implement department standards and procedures                                                          执行部门的标准操作流程 ·     Ensure training needs for Marketing and Public Relations staff are met                                      确保落实市场传讯员工的培训需求 ·     Provide input for probation and performance appraisal discussions in line with company guidelines                                                                            根据公司指导，提供试用期和正式绩效考核讨论方面的意见 ·     Coach, counsel and discipline staff by providing constructive feedback to enhance performance                                                                                                        指导、建议和培训市场传讯员工，提供建设性的反馈意见，以提高工作绩效 ·     Regularly communicate with staff to maintain good relations                                                  定期与市场传讯员工沟通，保持良好的关系 QUALIFICATIONS AND REQUIREMENTS 任职要求 Required Skills 技能要求 ·     Demonstrated ability to interact with and present to customers, employees and third parties that reflects highly on the hotel, owning company, the Brand and IHG.                                                   展示与客户，员工和第三方之间互动与表述的能力，充分诠释酒店，业主公司、品牌和IHG。 ·     Proven ability to lead, manage and motivate a team                                                                          领导、管理和激励团队的实践能力。 ·     Able to manage projects with different financial budgets and performance objectives                                   能够以不同的财务预算和绩效目标，管理项目。 ·     Strong time-management skills and able to multi-task                                                                              较强的时间管理技巧，能够处理多重任务 ·     Strong writing skills in Chinese and English                                                                                  较强的中英文书写表达技巧 ·     Proficient in the use of all Microsoft Office software                                                                             熟练使用所有的Microsoft办公软件 ·     roven ability to work with external vendors to deliver objectives                                                      能够与外部供应商合作，实现目标的实践能力 Qualifications   学历 ·     Bachelor’s degree in Marketing, Mass Communications, Media or related field.                             市场营销、大众传播、媒体或相关专业的学士学位 Experience   经验 ·     At least 5 years of Marketing, Public Relations or relevant work experience                                        至少5年的市场传讯或相关经验

确保对被分配到的商务合约公司在相关档案或电子数据系统中进行定期的信息更新； 在宴会销售总监/宴会销售经理/宴会销售副理都不在的时候，负责回应所有的电话和咨询，确保信息/留言能准确而及时地传达给相关的经理； 根据宴会销售经理/副理的要求或指派，跟进相应的销售交易； 准确地对活动/宴会记录文档进行保管； 协助市场调查和竞争对手调查报告的编写； 有需要时，协助把酒店相关信息传达给客户； 与相关的运营部门保持良好的协调和合作关系，确保满足客人的要求和期望； 准备并确保所有的宴会订单及时地分发给相关的部门； 管理好所有完整和附属的酒店销售协议书、合同和报价书的归档； 建立有效的宴会/活动销售交易进展纪录，确保所有的交易都有适时适合的跟进； 等等。

Made personal banquet sales plan according to the group's market development plan. 根据本组市场开发计划，制定个人宴会销售活动计划. Develop new customers and stabilize old customers to achieve the set sales revenue target of banquets and conferences. 通过开发新客户，稳定老客户，以力争达到所确定的宴会、会议销售收入目标. Report market information to the Director of Banquet Sales and Conference coordination, including market conditions, competitors, customer feedback, etc. 向宴会销售及会议统筹总监汇报市场信息，包括本市场状况、竞争对手情况、客户反馈意见等. Maintain a high level of contact with customers under the jurisdiction by means of outbound sales, telephone contact and letters. 以外出销售、电话联络和信函等方式与所辖区客户保持高度联系. Handled calls and letters from customers. 处理客户的来电、来函. Coordinated and arranged large-scale activities and VIP reception for clients under my control in the hotel. 协调安排自己所辖客户在酒店的大型活动及VIP的接待工作. Be familiar with the classification of my own customers, the demand characteristics of each customer and the main competitors. 熟悉自己客户分类情况及各客户的需求特点和主要的竞争对手. Qualifications 任职资格 College degree or above. Working experience in front desk, sales, public relations, etc. 大专以上学历。有从事酒店前台、销售、公关等部门的工作经历. Good knowledge of hotel sales, hotel management, tourism economics, tourism psychology, public relations, etc. 具备酒店销售学、酒店管理学、旅游经济学、旅游心理学、公共关系学等知识的储备. Understand contract law, enterprise law, tourism law and related laws and regulations concerning foreign affairs. 了解合同法、企业法、旅游法以及有关涉外法规. Capable of market investigation and prediction, able to grasp market dynamics, make comprehensive analysis, and put forward corresponding measures and reasonable suggestions in time. 具有市场调查和预测能力，能及是掌握市场动态，并能综合分析，及时地提出相应的措施和合理的建议. Strong language skills, capable of writing market research reports, drafting work plans, summaries and business reports.有较强的语言表达能力，能撰写市场调研报告，具有起草工作计划、总结及业务汇报的能力.

Assisted the department head to formulate the implementation rules and management standards of the company's performance appraisal, so as to meet the requirements of the company's performance management system. 协助部门负责人拟定公司绩效考核实施细则和管理标准，使之符合公司绩效管理体系要求. Assisted in making performance plans and performance tables for each department and sub-department. 协助制作个部门和分部门绩效方案、绩效表格等. Organized all departments to conduct regular target and performance appraisal, collected and summarized the company's performance appraisal information, classified and fed back evaluation opinions, and ensured the implementation of the performance appraisal system. 组织各部门定期进行目标和绩效考核，收集、汇总公司绩效考核信息，同时分类、反馈评价考核意见，确保绩效考核制度落地. Assisted the head of the department to organize, supervise, sort out and summarize the assessment results, accepted assessment complaints and ensured timely transmission of assessment opinions. 协助部门负责人组织监督、整理和总结考核结果，接受考核投诉、确保考核意见的及时传达.  Put forward suggestions on rewards and punishments according to the assessment results. 根据考核结果提出奖惩意见. Complete other temporary tasks assigned by the hexagram leader. 完成主卦领导交办的其他临时任务. Qualifications 任职资格 College degree or above, more than 2 years working experience in the same position. 大专及以上学历、2年以上同等岗位工作经验. Master common performance appraisal tools. 掌握常用绩效考核工具. Familiar with national human resources related laws and regulations; 熟悉国家人力资源相关法律法规. Familiar with the establishment method of performance system. 熟悉绩效体系的建立方法. Strong ability of organization, management and coordination 具备较强的组织管理能力和协调能力.

  Job Summary – (Role Summary) 工作概述﹣(职位概述)  Scope and General Purpose of Job / 工作范围及目的 Patrolling the security situation in the hotel usually to ensure hotel guests, staff personal and property safety. 不定时对酒店的安全情况进行巡视，确保酒店客人、员工人身和财产的安全。 Job Specification / 工作要求 1.Integrity and honesty 为人正直，诚实 2.Hard-working and team-work spirit 能吃苦耐劳，有团队精神 3.Minimum 1 years’ experience 至少有1年的工作经验 4.Male 男性

BASIC FUNCITON基本职责 Responsible for preparing and garnishing and cooking food prepared for this section 负责对本部门食品，调味料的准备工作。 JOB SPECIFICATION工作要求 1.     At least 19 years of age 至少19岁以上 2.     High school graduate 高中毕业 3.     At least 1 year in a hotel or restaurant 至少1年酒店或餐厅工作经验  

BASIC FUNCTION基本职责 Responsible for providing courteous and efficient service of food and beverage 在餐饮部提供有效有礼貌的服务 JOB SPECIFICATION工作要求 College level 大专水平 Verbal facility 口头表达能力强 Personable and neat 仪表端庄，干净整洁  

Basic Function基本职责 According to the requirements of the meeting organizers, be responsible for meeting reception arrangements, complete the reception task, and collect guests’ comments, feedback valid opinions and data timely. 按照会议承办方要求做好会议接待的工作安排，完成接待任务，收集宾客意见，及时反馈有效意见及数据。   Job Specification工作要求 1. College or above, with ambition and sense of responsibility, noble occupational ethics, good discipline. 大专以上学历，具有事业心和责任感，高尚的职业道德，良好的纪律修养。 2. More than 2 years catering sales experience, with knowledge of Catering management, marketing and so on, junior English level. 有2年以上宴会销售经验，具有餐饮管理、市场营销学等方面知识，初级英语水平。 3. Grasp the standards and requirements of restaurant service, understand the banquet, conference service procedures, and be good at dealing with the actual problems of all kinds of guests. 掌握餐厅服务的标准和要求，了解宴会、会议服务程序，善于处理客人的实际问题。 4. With strong language skills. 具有很强的语言表达能力。

Basic Function基本职责 Responsible for rooming guests, handling guest room keys, accurate inventory of guestrooms, accomplishing and maintaining required reports and records. 负责为客人分房，处理客人房间钥匙，计算客人房间存量，制作并保存所要求的报告和记录。 Job Specification工作要求 1.    At least 2nd year college education        至少2年大学专科教育 2.    1 year’s experience        至少1年的工作经验 3.    Personable and neat        气质良好，头脑灵敏 4.    Verbal facility        口头表达能力良好 5.    General knowledge of overall operations and activities of the Hotel        对酒店总体操作的总体知识了解  

岗位职责/职位描述 Job Overview  Duties and Responsibilities工作职责 ·     Interview Line Associates 面试员工 ·     Liaison with recruitment agencies and hotel schools 与猎头公司和酒店学校取得联系。 ·     Co-ordinate work experience programs 协调实习生计划。 ·     Manage the on-line recruitment through the Hotel Web Site 通过酒店网站管理在线招聘工作。 ·     Correct and timely placement of internal and external advertisements 正确及时的发布内部和外部的招聘广告。 ·     Adherence to pre, during and post employment checklists 遵循聘用前，雇用期间和离职检查单。 ·     Ensure Staff and Manager awareness of HR Policies and procedures 确保员工和经理了解人力资源的规章制度。 ·     Ensure information relating to industrial instruments is readily available to all Staff and Managers 确保能够随时为员工和经理提供与行业规定相关的信息。 ·     Assist with line staff counseling and career management 协助员工的咨询和职业管理工作。 ·     Assist line managers in the recruitment, induction, training, development, and succession for levels 3- 6. 协助经理3-6级员工的招聘，入职介绍，培训，发展和接班人工作。 ·     Adhere to time frames established by Head Office 遵守总部设定的时间表。 ·     Initiate programs which foster good work relations such as social club and consultative committees 建立倡导良好工作关系的计划如：社交俱乐部和顾问委员会等。 ·     Maintenance of employee files 员工档案的维护工作。 ·     Data Base Management 数据库的管理 ·     Manage standardized responses to correspondence 管理标准化的书信回复。 ·     Assists in maintaining a comprehensive, current and guest focused set of departmental standards and procedures and oversees their implementation through ongoing training 协助维护一套全面的，通用的，以顾客为中心的部门规范和程序，通过持序性的培训监督规范和程序的执行。 ·     Prepares and administers detailed induction program for new staff 制定和执行新员工具体入职培训计划。 ·     Provides input for probation and formal performance appraisal discussions in line with company guidelines 为按照公司的指导方针进行的正式的员工绩效考核和鉴定提供建议。 ·     Coaches, counsels and disciplines staff, providing constructive feedback to enhance performance 向员工提供工作指导、咨询，必要时对其进行批评处分，并提供建设性反馈意见以便提高工作绩效。 ·     Regularly communicates with staff and maintains good relations 定期与员工交流思想，保持良好的员工关系。 ACCOUNTABILITY 职责 Number of employees supervised  管理的员工 ·     Direct    N.A.        直接       无 ·     Indirect    NA        间接       无 Annual Operating Profit/Payroll Budget  年度经营利润和薪金预算 ·     N.A.      无             Key Metrics  主要绩效指标 ·     Meeting of Deadlines 按时完成工作 ·     Completion of Assigned Tasks 完成分配给的工作的情况 Decision Making Responsibilities (Decision Rights)  决策职责(决策权) ·     N.A.      无 ·     KEY RELATIONSHIPS  主要关系 Key Internal Relationships  主要内部关系 ·     Hotel Employees       酒店员工 主要外部关系﹣ ·     Interacts with guests and individuals outside the hotel including, but not limited to, current and potential clients, owning company representatives, suppliers, competitors and other members of the local community. 与酒店外的顾客和个人交往，包括但不限于：目前和可能的客户，业主公司代表，供应商，竞争对手和所在地社区成员。 QUALIFICATIONS AND REQUIREMENTS 任职要求 Required Skills   技能要求 ·     Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company. 拥有在与他人交往时大多数时间所使用的沟通技能；完全代表酒店，品牌和公司与顾客，员工和第三方交往的能力。 ·     Knowledge of Local Labour and Employment Regulations. 具有本地人力和雇佣法的知识 ·     Proficient in the use of Microsoft Office 精通微软办公软件 ·     Good writing skills 良好的写作技能 Qualifications   学历 ·     Diploma in Human Resources, Training or Business Administration.  具有人力资源，培训或商业管理的毕业证书 Experience   经验 ·     1 years of relevant experience or an equivalent combination of education and work-related experience. 1年相关工作经验或与此相当的教育与工作经验结合的背景

Check the shift record, understand the handover matters of the previous shift, and be responsible for handling. 查看交班记录，了解上一班的移交事项，并负责处理. Be familiar with the booking information, understand the guest situation, especially remember the name of the VIP and frequent guest, understand all the activities of the hotel. 熟悉预订资料，了解客情，尤其要记住即将来电的贵宾、常客的姓名，了解酒店的所有活动. Familiar with the policies of the hotel on room sales, promote rooms to guests, and strive for economic benefits. 熟悉酒店有关客房销售的各项政策，向来店宾客推销客房，努力争取的经济效益. Familiar with the professional business and skills of the general office, and do well in customer service. 熟练总台各项专业业务和技能，搞好对客服务. Master the in-store information and provide accurate inquiry services. 熟练掌握店内信息，提供准确的问讯服务. Responsible for checking in the hotel guests. 负责为下榻酒店的宾客办理入住登记手续. Responsible for the management and issuance of room keys and strictly abide by the verification system. 负责客房钥匙的管理和发放工作并严格遵守验证制度. Made relevant reports and provided accurate reception information for other departments. 制作有关报表，为其它部门提供准确的接待信息. Qualifications 任职要求 Cheerful, flexible, practical, with a strong sense of service, marketing and responsibility 性格开朗、头脑灵活、工作踏实，具有较强的服务意识、推销意识和责任感； Be familiar with the hotel's guest policies, facilities, equipment and service types, as well as the working degree and standard of the front desk. 通晓酒店各项对客政策、设施设备及服务种类以及总台工作程度和规范。

Main Duties /主要职责 1. To have complete knowledge of Libre standard operating policies and procedures for the       Front Desk.      全面掌握丽朗前台部标准操作政策和程序方面的知识。 2.   To have complete knowledge of the operational systems at Front Office.       全面掌握前厅部操作系统专业知识。 3.   Builds relationship with guests to delight and gain loyalty. 与客人建立友好关系， 使其喜出望外赢得客人忠实感。 4.   Ensures all interactions with guests are handled professionally and with care adhering to resort       policies and procedures. 根据度假村的政策和程序确保专业地处理与客人的关系，并且关心客人。 5.   Print VIP arrival report and assign room according to guest request. Ensures room is vacant      clean prior to arrival. 打印预抵的VIP客人的报表，根据客人的要求分配好房间，并确保房间在客人到达前是干净的可卖房。       6.  Assign room for early arrival guest or group, retrieve these information from Arrival by Time      Report”. 分配房间给早到的散客或团队，按预抵时间排序的预抵客人报表上获取信息。 7.   Coordinate with Housekeeping and Amenity Center on all the rooms assigned for early arrivals. 与客房部和备品中心协调，以便更好地为早到的客人准备好房间。 8.   Prepare room bracelet and welcome folders for all guests. 为所有的客人准备手环和欢迎卡。 9.   Ensure all guests with airport limousine pick-up are met at the entrance and escorted to guest       rooms directly for check-in. 对于所有预订接机服务的客人，确保要在度假村入口处迎接，并直接引领至客房登记入住。 10.  Attends briefings, as required. 按规定参加会议。 11.  Maintains good relationships with colleagues and contributes to team spirit. 维持良好的同事关系，促进团队精神。 12.  Interacts with other departments to provide additional or specialized guest services. 与其他部门合作，提供额外的个性化的对客服务。  13.  Oversees maintenance and handling of equipment used.  监督设备的维护和使用。 14.  Ensures timely reporting of malfunction or maintenance deficiencies to appropriate area. 确保及时向相关部门上报设备的故障和不足。 15.  Attends scheduled training. 参加定期培训。 16.  Participate actively in company initiated employee activities. 积极参加公司举办的员工活动。 17.  Ensures that procedures set with regards to guest confidentiality are strictly adhering to. 确保有关对客保密的程序严格地执行。 18. Ensures familiar with emergency procedures. In case of such situation, coordinates all actions        with primary focus on life and second on property protection. 确保熟悉紧急程序，万一发 生紧急事件，一切以生命第一，财产第二的原则采取措施。 19.  Supervises Front Desk operation and work flow to maximize guests’ satisfaction. 管理前台营运和工作流程，最大限度的使宾客满意。 20. Gives feedback to the department head on staffing matters to determine official staffing levels       for the section. 关于员工安排方面给部门经理反馈及提出意见。 21. Ensures that proper training of staff is done such that staff has the necessary skill to perform       duties with maximum efficiency. 确保给每一位员工进行培训，以使员工有能力并有效地在其岗位上工作。 22.  Assists the department head in determining the training needs for the section. 协助部门领导决定部门的培训需求。 23.  Drafts training schedules for the month based on guidelines set by the department head for       approval; implements planned training activities. 根据政策制定每月培训计划，交于部门经理批准并于当月进行培训。 24.  Coordinates with the Human Resources Training Manager in all matters pertaining to staff       training and development. 在员工培训和发展的事宜上与人力资源部培训经理相协调。 25.  Implements appropriate scheduling and duty roster management to ensure staff on duty at any       given time corresponds with expected business volume. 贯彻排班管理方案以使当值员工人手安排能够适合预期业务量。 26.  Sets performance targets for all staff at the start of the performance period based in       department goals as set by the department head. 根据宾客服务总监设定的目标于一个评估期开始前制定业绩标准。 27.  Monitors staff performance all throughout, documents both positive and negative performance       indicators in preparation for the formal performance review. 始终监控员工的工作表现，记录所有正面和负面的表现，为日后正式评估做准备。 28.  Conducts appraisal sessions for supervised staff and formally documents performance for the       period using official forms, following authorized procedures and observing set time lines as       disseminated by the department head and the Human Resources Division. 按照人力资源部和部门经理授权的程序和时段进行对员工的评估并做出正式的记录。 29.  Ensures that all staff report for duty on time, wearing the correct uniform and name tag at all       times. 确保所有员工准时到达工作岗位，并始终按规定穿着制服和佩带铭牌。 30.  Ensures that all staffs provide courteous and professional service all the time. 确保所有员工始终保持礼貌和专业的服务。 31.  Ensures that the staff adhere to the rules and regulations of the resort.       确保员工始终遵守度假村规章条例。 32.  Immediately communicating/updating staff on new rules/standards. 及时向员工传达新的规章制度和服务标准。 33.  In charge of PSB system data input and sending. 负责公安局系统的数据输入和传送。 34.  Groups arrival / departure preparation and handling. (Task of MICE Specialist) 团队到达和离店的准备工作和处理。（团体会议协调员的工作） 35.  Encourages staff to make decisions at customer contact, and ensures staff is aware of the        responsibility and established authority limits all the time. Personally, attends to all guest       complaints immediately and initiates immediate resolution. 鼓励员工在对客服务时做出决定，确保每位员工每时每刻知道自己的职责和权限。能够迅速处理客人的投诉并有效及时地解决。 36.  Is responsible for the inventory and control of stationery and collateral for Front Desk use. 负责前台使用的文具和印刷品的库存。 37.  Facilitates and ensures a sufficiently manned Front Desk counter all the time. 确保前台接待处柜台始终有足够的人员安排。 38.  Ensures ability of Front Desk staff to implement a manual back-up system for Front Desk       functions in case of computer breakdown. 确保前台员工在系统崩溃时能够进行手工操作。 39.  Administers the usage of safety deposit boxes. 掌握保险箱的使用情况 40. Oversees room allocations to ensure that guest requests are met while ensuring both guest       satisfaction and optimum rooms’ revenue. 监控房间分配情况，以确保让客人满意和让客房利益最大化的双赢状态。 41. Advises the Service Manager – Credit of any potential credit risks and other related guest       problems. 如有潜在的信贷危险或其他相关问题，及时通知信贷部服务经理。 42.  Settles pending bills by contacting concerned guest, Travel Agent or company. 与相关的客人联系以结清所有未结的客人，旅行社或公司的帐目。 Finish extra tasks arranged by superior randomly.     完成上级临时安排的其他工作任务 Qualification: 任职要求 1. Presentable, Communication skills, Good Health，Articulate.      良好的外貌，沟通良好，身体健康，语音清晰 2.   Has a rather good grasp of both written and spoken English 相当好的英文口语及书写领会能力 3.   College graduate or Certificate in resort Management.     大学毕业文凭或度假村管理毕业证书 4.   At least 2 years’ experience in the same Operations.      至少2年的同岗位工作经验 5.   Ability to interact, displays initiative, Pleasant, Ability to lead a team, Takes ownership and      initiative       善于交际，主动性，性格开朗,团队领导能力,有主人翁精神和主动性意识 6.   Able to work flexible hours.      能适应灵活的工作时间

Assist guests in carrying and storing their luggage. 协助宾客提拉行李及行李寄存服务. Provide entrusted services for guests in need. Provide umbrella rental service for guests on rainy days. 为有需要的宾客提供委托代办服务.下雨天为宾客提供雨伞租借服务.  Ensure that everything recorded in the shift book has been implemented. 确保交班本上记录的每一件事情都已经落实. Ensure that the received luggage and packages are safe and stored in appropriate places. 确保所接收的行李和包裹的安全，并存放在合适的地方. Check the rooming list of all arrival and departure teams in advance. 事先检查所有抵达和离店团队的分房名单. Record unfinished work and hand it off to the next shift. 记录未完成的工作交给下一个班次. Manage the baggage room, ensure that the baggage room is clean, receive and store the luggage and any other items, and deal with the guests' belongings in accordance with the correct procedures. 管理行李房，确保行李房干净、接收、存放行李和其他任何物品以及宾客的遗留物品的处理要按照正确的程序进行. Qualifications 任职要求 Conscientious in work, meticulous in style, hard-working and flexible in response. 工作认真、作风细致、吃苦耐劳、反应灵活. Able to conduct daily English conversation and provide customer service. 能进行英语日常会话，开展对客服务.

Main Duties /主要职责 1. Cleans and maintains daily assigned areas according to set standards and procedures and daily work schedule 按照既定标准、工作程序和日常工作安排，对分派区域进行清洁和保养。 2. Reports damages and malfunctions to supervisor 向主管汇报损坏和故障情况。 3. Maintains equipment in proper state of cleanliness and repair as per standard 按照相关标准保证各种设备的清洁与修缮。 4. Stores equipment in appropriate storage areas 将设备保存在合适的存储区域内。 5. Report unusual behaviors / activities to supervisor 向主管汇报反常行为和活动。 6. Maintains detailed knowledge of resort daily activities in order to assist with guest inquiries   熟知度假村日常活动以对客人的问询提供协助。 7. Maintains a thorough knowledge of the resort, public areas, rest rooms and surrounds layout in order to assist guests 全面了解度假村、公共区域、卫生间和周边布局等，以对客人提供协助。 8. Reports and submits lost and found articles to superior immediately 及时向上级汇报和上交与失物招领相关的物品 。 9. Complies with resort’s health, safety and hygiene policy and adheres conduct, personal grooming and hygiene standards 遵守度假村的健康、安全和卫生政策，并遵守个人仪容和卫生标准。 10. Attends meetings and training sessions as required 按要求参加会议和培训活动。 Qualification: 任职要求 1. Primary Education or equivalent 小学以上或相当的文化程度。 2. Some housekeeping experience. 有一些客房经验。

Main Duties /主要职责 1. Receives, sorts, counts, stores and issues all F & B and room linen according to established procedures         根据规定程序负责所有餐饮和客房布草的收取、分类、计数、储存和分发。 2.   Issue guests and cleaning supplies according to established procedures       根据规定程序分发客人的卫生用品。 3.   Maintains linen room and equipment in proper state of cleanliness and repair       保持布草房和设备处于良好的清洁和维护状况。 4.   Maintains records of new linen, discard and issues      坚持做好新布草的数量、报损和分发做记录。 5.   Attends meetings and training sessions as required   根据要求参加会议和培训课程。  6.   Finish extra tasks arranged by superior randomly.       完成上级临时安排的其他工作任务。 Qualification: 任职要求 1. Primary Education or equivalent 小学或相当学历 2. At least two years five star hotel laundry dry cleaning staff experience 具备2年以上五星级酒店洗衣房干洗员工作的经验

Main Duties /主要职责 1. Ensure working knowledge of all resort public areas 熟悉度假村所有公共区域。 2. Ensure cleaning schedules are completed in a routine and timely manner 确保及时完成日常保洁工作。 3. Respond to emergencies effectively and efficiently 有效地处理应急事件。 4. Liaise with PA Supervisor in relation to chemical usage, problems or rectification suggestions 与PA主管沟通关于化学清洁用品使用的事宜，汇报发现的问题并提出相应的整改建议。 5. Contribute to Housekeeping Departmental Meetings 参与部门会议。 6. Maintain knowledge of special programs and events in the resort in order to recognise and respond to guests needs 掌握度假村各类特殊活动信息以便发现并满足客人需求。 7. Maintain Resort information to be able to provide information to guests 熟悉度假村情况，向客人提供相关信息。 8. Assist guests and escort them to locations within the resort at their requests 乐于帮助客人，并按照客人的要求陪同其到达度假村内的指定地点。 9. Complete tasks as directed by Management 完成管理层交办的工作。 10. Refer major complaints to management 向上级领导汇报客人的重大投诉。 11. Operate equipment safety and sensibly 安全正确地使用保洁设备。 12. Maintain stock levels 合理保持保洁用品的存货量。 13. Recycle where possible 尽可能对资源进行再利用 14. Works in line with business requirements 按照业务要求开展工作 Qualification: 任职要求 1. Primary Education or equivalent 小学或相当学历 2. Some housekeeping experience.        拥有一些客房工作经验

Main Duties /主要职责 1． Ensure the delivery of brand promise and provide excepti 确保遵循品牌承诺并始终提供优异的对客服务。 2．Provide excellent service to internal customers in other departments as appropriate. 在适当的时候为其他部门的内部客人提供优质服务。 3．Handle all guest and internal customer complaints a nd in qefficient manner, following through to make sure pr oblems are resolved satisfactorily. 礼貌而高效地处理所有客人和内部客人的投诉和询问，确保问题得到圆满解决。 4． Maintain positive guest and colleague interactions with good working relationships. 与客人和同事保持基于良好工作关系的互动接触。 5． Establish a rapport with guests maintaining good customer relationships. 与客人建立并保持良好的客户关系。 6． Focus attention on improving productivity levels and the need to prudently manage utility/payroll costs within acceptable guidelinesensuring optimum deployment ande nergy efficiency of all equipment. 关注工作效率水平的提高以及在适用的原则指引下对于设施设备或者支出成本的慎重管 理的要求以达到所有设备的最佳调配和能源使用效率。 7． Assist to ensure that the outlet is operated in line with maximizing profit while delivering on the brand promise. 确保遵守品牌承诺以追求利润最大化为原则进行部门运作。 8． Assist the Outlet Assistant Manager to achieve the monthly and annual personal target and the outlet’s revenue. 协助餐厅助理经理达到月度和年度个人目标和餐厅营业收入。 9． Ensure that all hotel, company and local rules, policies and regulations relating to financial record keeping, money handling atimely and accurate reporting of financial information 确保与财务记录的保留、钱款处理和许可以及及时而准确的财政信息的上报全部符合酒 店、公司和本地的制度、政策和规章的规定。 10. Assist in the inventory management and ongoing maintenance of hotel operating equipment and other assets. 协助进行盘点管理和酒店营运设备和其他设施持续的保存保养。 11. Ensure new technology and equipment are embraced, improving productivity whilst taking work out of the system. 确保使用新技术和设备，简化工作系统提高工作效率。 12. Ensure that minimum brand standards have been implemented. 确保酒店所有的乃至最细小的品牌标准都要被贯彻执行。 13. Work closely with other Outlet Managers in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests. 以支持和灵活的态度与其他员工紧密合作，着眼于整个酒店的成功和酒店客人的满意度。 14. Ensure that Food and Beverage employees work in a supportive and flexible manner with other departments, in a spirit of “We work through Teams”. 以支持和灵活的态度和团队协作 15. Have a thorough knowledge and understanding of allfood and beverage items in the menu and the ability to recommend Food and Beverage combinationsand up sell alternatives. 对菜单上的所有菜品和饮料有全面的知识和理解，并能推荐菜品和饮料的搭配及促销。 16. Ensure that the outlet is kept clean and organized,both at the front as well as the back of house. 在每次用餐结束后清理台面或餐桌并重新摆台。  17. In the absence of Assistant Outlet Manager, conduct daily preemployees on preparation, service and menu. 在助理经理不在时，给员工进行日常关于餐前准备、服务及菜单的例会。 18. Assist to liaise with thequality control if appropriate 针对每日营运和质量控制，协助与厨房及酒水部门密切沟通。 19. Perform the function of cashier and responsible forInfrasys cashiering procedure. 严格遵守财务部发出的关于收银及现金处理的政策和程序。 20. Verify all credit cards presented by guest within validity of the card. 核对所有客人呈交信用卡，确保所有信用卡都在有效期内。 21. Verify cash received ensuring only genuine money been collected 核对收取的现金，确保所收现金都是真钞。 22. Be a hands-on supervisor and be present at all times in the Outlet, especially during busy periods. 做一个有执行能力的主管并时常出现在部门，特别是部门繁忙时。 23. Ensure par stock level of all items and guest supplie 按照要求持所有物品和客用品的标准库存量。 24. Understand and strictly adhere to Rules and Regulations established in the Employee Handbook and the hotel’s policies concerning fire,hygiene, health and safety. 理解并严格遵守员工手册中的规章制度以及涉及到消防、卫生、健康和安全的酒店政 25. Ensure high standards of personal presentation andgrooming. 确保高标准的个人形象和仪容仪表。 26. Respond to changes in the Food and Beverage function as dictated by the industry, company and resorts. 根据行业、公司和度假村对于餐饮部职能要求的变化做出反应。 27. Attend training sessions and meetings as an 需要时参加培训课程和会议。 28. Due to operation issue, staff has to able to perform any other duties or transfer to other outlet of the resorts. 考虑到度假村实际运作问题，每位员工都要具备被分配到其他岗位和部门的能力和意识 29. Finish extra tasks arranged by superior randomly. 完成上级临时安排的其它工作任务。 Qualification: 任职要求 1. High School graduate or above, hotel Management or equivalent. 高中及以上学历，酒店管理相关专业。 2. Catering school certificate is an advantage. 餐饮学校文凭者优先。 3. At least 1 year working experience on the same position in food and beverage. 至少 1 年在同等职位上的管理工作经验。 4.Mature, independent, tactful with good interpersonal & communication skills. 性格成熟、工作独立、机智灵敏，人际交流与沟通技能出色。

1.在任何时候必须保障行车安全； 2.有效的沟通和个性化的服务； 3.熟知酒店的服务与设施，及熟悉本市路线； 4.总是保持高标准的个人卫生和良好的仪容仪表； 5.负责车辆清洁的维护，与酒店的标准保持一致； 6.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； 7.积极应对和解决问题，保持良好的工作状态； 8.需要持有C1牌照。

岗位要求: 1.协助厨师长管理中厨房的正常运作，保证食物和产品的高质量。 2.保证厨房区域包括仓库、冷房、冷冻室、干库干净、整洁并做到卫生标准，监督凉菜房员工工作区域和存储区域的卫生、防疫、整洁。 3.当接到指示时，所有厨房区域都要进行食物的准备工作，协助中厨师长组织和计划所分配的工作任务。 4.从库房定购中厨房食品，控制购买和收到食品的质量 5.参与下单零点中式菜单的设计，协助接收和储存中餐物品。 6.清洁并保养设备及厨房工作区域，维持一个安全可靠的厨房工作环境。 7.配合中厨师长厨师长制作不同国家风味的食品。 任职要求 1.良好的厨房的专业和技术 2.丰富的专业知识和厨房管理能力。 3.至少6年以上5星级酒店工作经验 4.创造性及外向性格 5.具有非常积极和正确的态度对待工作 6.熟练掌握使用餐饮电脑系统 7.完成上级临时安排的其它工作任务

岗位职责 1.协助中厨厨师长管理中厨房的正常运作，保证食物和产品的高质量 2.为客人和员工高效率的提供食物，并做到物美价廉。 3.保证中厨房区域包括仓库、冷房、冷冻室、干库干净、整洁并做到卫生标准 4.在 中厨房运作方面支持 中厨工作，保证提供高效率的服务。 5.根据要求参与制作服务。 6.参与培训和发展员工。 7.当接到指示时，所有中厨房区域都要进行食物的准备工作。 8.保证安全、正确的使用 凉菜房的设备、工具和机器。 9.协助厨师长组织和计划所分配的工作区域。 10.保证制服干净、整洁。 11.参加所有相应级别的培训。 12.监督 中厨凉菜的运作。 13.自助餐的装饰项目。 14从库房定购凉菜食品。 15控制购买和收到食品的质量。 16.中厨房员工工作区域和存储区域的凉菜 卫生、防疫、整洁。 17.负责 中厨房房的正常运作和有效的工作。 18.培训和发展 凉菜员工 19.推进凉菜房食 品和配方。 20.参与 中式 凉菜 菜单的设计。 21.协助接收和储存中餐物品. 22.清洁并保养设备及中厨房工作区域. 23.与不同部门员工和同事有效沟通. 在团队内有效工作. 25.协助上级准备, 储存零点/自助餐食品. 26.[1对1] 指导新员工工作. 27.维持一个安全可靠的工作环境. 28.配合厨师长制作不同国家风味的食品. 任职要求 1.良好的中厨房的專業技能和技術， 2.丰富的專業知識 3.至少5年以上6 星级酒店工作经验 4.掌握并使用餐饮电脑系统 5.完成上级临时安排的其它工作任务

厨师岗位职责： 1.协助西厨厨师长管理西厨房的正常运作，保证食物和产品的高质量 2.为客人和员工高效率的提供食物，并做到物美价廉。 3.保证西厨房区域包括仓库、冷房、冷冻室、干库干净、整洁并做到卫生标准 4.在运作方面支持西厨厨师长工作，保证提供高效率的服务。 5.参与培训和发展员工。 6.当接到指示时，所有西厨房区域都要进行食物的准备工作。 7.保证安全、正确的使用西厨房的设备、工具和机器。 8.协助副厨师长厨组织和计划所分配的工作区域。 9.保证制服干净、整洁。 10.参加所有相应级别的培训。 11.协助自助餐的装饰项目。 12.从库房定购西厨房食品。 13.控制购买和收到食品的质量。 14.西厨房员工工作区域和存储区域的卫生、防疫、整洁。 15.负责西厨房房的正常运作和有效的工作。 16.推进西厨房食 品和配方。 17,协助接收和储存西餐物品. 18.清洁并保养设备及西厨房工作区域. 19.与不同部门员工和同事有效沟通. 在团队内有效工作. 20.协助上级准备, 储存自助餐食品. 21.[1对1] 指导新员工工作. 22..维持一个安全可靠的工作环境. 23,配合厨师长制作不同国家风味的食品. 任职资格： 1.良好的西厨房的專業技能和团队合作精神。 2.丰富的專業知識和操作动手能力。 3.至少4年以上5星级酒店工作经验 4.掌握并使用餐饮电脑系统 5.完成上级临时安排的其它工作任务

岗位要求: 1.协助中厨厨师长管理中厨房的正常运作，协助厨师长组织和计划所分配的工作区域,保证食物和产品的高质量。 2.保证中厨房区域包括仓库、冷房、冷冻室、干库干净、整洁并做到卫生标准,中厨房员工工作区域和存储区域的卫生、防疫、整洁。 3.当接到指示时，所有中厨房区域都要进行食物的准备工作。 4.保证安全、正确的使用中厨房的设备、工具和机器，负责中厨房房的正常运作和有效的工作，维持一个安全可靠的工作环境。 5.推进中厨房食品和配方,参与中式菜单的设计。 6.与不同部门员工和同事有效沟通，在团队内有效工作。 7.配合厨师长制作不同国家风味的食品。 任职要求 1.良好的中厨房的专业技能和技術， 2.丰富的专业知识 3.至少3 年以上4 星级酒店工作经验 4.掌握并使用餐饮电脑系统 5.完成上级临时安排的其它工作任务

Uses fresh products whenever possible to ensure guests are always offered a variety of food items. 利用鲜活的产品, 以确保任何时候都能向客人提供花样繁多的菜肴。 Ensures food surpluses and leftovers are used according to the set guidelines and policies. 确保根据所设定的确政策和方针, 尽量利用剩余的食品原料。 Cooks and ensures foods are prepared according to the menus and a recipe, ensuring the quality of food meets the Hyatt International standards. 烹制菜肴时, 确保根据菜单和配方准备食品, 以确保食品的质量达到国际凯悦的标准。 Strictly adheres to food apportionment policy to effectively control costs. 严格执行食品分摊政策以便能有效的控制成本。 Takes interest in learning and preparing new products as directed by the Outlet Chef de Cuisine. 在厨师长的指导下，乐于学习及制作新的菜肴。 Serves fresh food to guests which is prepared a la minute, is consistent in quality, and reflects the style of the outlet concept. 确保向客人提供精心制作、高品质以及展现我们餐厅理念的菜肴。 Supervises cooking and other kitchen personnel and coordinates their assignments to ensure economical and timely food production. 紧密督导厨师和其他厨房的员工，并协调他们的工作，以确经济、及时的食品制作。 Observes methods of food preparation and cooking, sizes of portions, and garnishing of foods to ensure food is prepared in prescribed manner. 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。 Tests cooked food before plate-up and service. 在食物装盘及服务前，对食物进行检查。 Ensures the cleanliness of all kitchen equipment. 确保所有的厨房设备干净整洁。 Ensures all Commis Chefs and Kitchen Apprentices use the right tool for the right job. 确保所有的厨师在操作中使用正确的工具。 Ensures all Commis Chefs and Kitchen Apprentices handle the food-preparing machine in a proper and safe manner. 确保所有的厨师正确、安全地操作食品加工机器。 Ensures the cleanliness of the work areas at all time. 确保工作场所始终干净整洁。

根据顺序，为客人点单并服务。 Take order and serve the guest according to the sequence. 销售产品。 Up-sell product. 维持营运的供应品和控制损坏量。 Maintain guest supplies and control the cost. 在下班时，确保饮料的存货是正确的。 Ensure beverage stock in the bar is correct. 确保自助餐的布置是按照标准的并在服务中掌控自助餐。 Ensure buffet set up and service according to the standard. 根据部门分配的任务，确保流畅的服务。 Ensure smooth service according to the task arranged. 必需能处理任何有关食物和饮料的询问和要求。 Handle enquiries and require in food and beverage. 协助每月对所有设备和存货进行检查。 Assists in conducting monthly inventory checks on all operating equipment and supplies. 在服务之前，必需做指导。 Provide guidance before serving. 对菜单中的食物和饮料要非常了解，并能向客人推荐食物和饮料的组合，就像促销中的选择一样。 Knowledgeable in food and beverage, Able to up-sell and recommend food and beverage. 有能力培训新员工和实习生。 Able to train the new incoming associate and trainees. 与餐务部，客房部和维修部门进行良好的沟通，确保餐厅的干净、保修。 Maintain communication with stewarding, house keeping and engineering, Ensure restaurant clean and well maintained. 根据设计的菜单，提供饮料。 Provide food and beverage according to the menu. 对餐饮部或酒店其他部门的岗位进行灵活的调换。 Exchange the position flexible. 始终提供高质量、快速的服务。 Provide efficient and high quality service all the time. 根据不同的用餐时间，进行不同的摆台并在用餐高峰时，从新摆台。 Set up and turn over the table in the meal period. 根据布草房建立的安排表，把脏的布草送到洗衣房并把干净的拿回部门。 Change the linen according to the schedule. 准备摆台并按照部门营运手册来执行工作职责。 Set up tables according to the Department Operation Manual. 收集所有食物和饮料的需求。 Collect the needs in food and beverage.