Directs, supervises and coordinates the activities inTelecommunication department 管理,監督和協調總機房部門的運作 Develops and implement procedures for proper handlingin and out going telephone calls, facsimile transmission, rental equipment,lease telephone lines and other telecommunication services 執行和處理所有進出的電話,傳真,相關設備的程序和其他相關服務 Investigates complaints regarding theTelecommunication services and the Operators and technicians, takes appropriateactions 調查所有關于對電話服務，接線員和技術人員的投訴并采取行動 Develops working plans to carry out goals, comparesactual achievements against goal periodically, take necessary correctiveactions 推動工作計劃,分享目標,把實際的成績和目標作比較并作出相應的措施 Establishes and maintains effective employee relations 建立維護和員工的良好關系 Organizes and conducts regular meeting for allTelecommunication staff to facilitate communication and a smooth operation???? 為電話接線員組織會議，促進交流，建立一個和諧的運作環境 Manages and monitors the operation of all equipment’s,software, hardware and endure all units are working and installed properly 檢查和監督所有營運設備和各種軟件、硬件設施，保證所有的工作設備正常運作 Ensures all telecommunication equipment’s are coveredby the correct maintenance contract and the preventive maintenance is performed 確保所有的電話設備有預防性維護和與合約商建立維護計劃 Maintains up to date list of all telecommunicationequipment 保留所有電話設備的最新清單 Monitors the performance of PABX/Voice Mail/CallAccounting software and maintain logbook of equipment performance report 監督所有程控交換機，語音留言，計費系統的正常運作，并在交接本上記錄所有設備的運作情況 Investigates and reports software problem to Vendors,coordinates interface problem solving with the hotel System Manager 調查和報告所有的異常情況給相應的供應商和酒店的電腦房經理 Maintains suitable record to process telephone calls inthe billing system, and to maintain record of the room status up to the Brandminimum standards 確保電話費用轉入帳戶的記錄,根據酒店的最低要求保留房間狀態的記錄 Maintains user documentation, PABX system reports,telephone list, and numbering plan leases agreement on rental lines, maintenancecontract and local licenses 保留相關的報表,電話程控交換機系統報告,電話清單,維修記錄和相關執照 Performs PABX data-base programming and regularservice change to control class of service on all telephone sets in the hotel 完成所有數據規劃和服務以達到最好的電話服務 Prepares and controls departmental budgeted 準備和控制部門的預算 To attend Telecommunication seminar, productknowledge, presentation, organized by the external bodies 參加由外部群體組織的電子通訊班，了解產品知識，表現形式 Performs related duties and special projects asassigned 完成相關的項目并按設計完成相關的工程 Conducts shift briefings to ensure hotel activitiesand operational requirements are known 舉行班次例會確保員工知曉酒店的推廣和運作需要 Prepares efficient work schedule for Telephone staff,arranging holidays, vacation, taking occupancy and forecasts and any largegroup movements into consideration 準備員工的有效工作安排計劃，合理安排假期，預測未來生意從而作出相應的行動計劃，特別是一些大型的團隊 Performs other tasks as assigned 按要求完成其他的任務

Ensure at all times maximum guest satisfaction through personal recognition to all guests along with? members, VIPs, and repeat guests, ?and prompt cordial attention from arrival through departure 確保最大限度上滿足客人的需求，會員及重要貴賓從到達至離開酒店期間，為客人提供個性化服務，使客戶滿意。 Greets all guests at all times in a friendly and helpful manner and attempts to learn and use guest’s name at every opportunity. 隨時以友好的態度與客人打招呼，為客人提供幫助，盡量稱呼客人的姓名。 Meets and escorts arriving VIPs and bids farewell upon their departure. 迎接并陪同抵達的重要客人辦理入住，在客人離店時應向客人道別。 Provides courteous and efficient service and if possible complies with every guest request. 如果有可能對每位客人提出的每一個要求都要提供禮貌和高效率的服務和幫助。 Greets guests in a courteous and friendly manner. 禮貌友好的問候客人。 Escorts guests from the main entrance to the reception counter for registration. 從正門陪同客人到前臺登記。 Shows guests up to their rooms and explain the facilities the hotel provides. 引領客人到房間并向客人介紹酒店的設施。 Offer to do their flight reconfirmation, changes or new bookings. 為客人提供機票再確認，更改或預訂機票的服務。 Promotes the hotel outlets and offers to make reservations for them. 推銷酒店的餐廳并為他們提供預訂服務。 Adheres to policies established by the hotel. 遵守酒店建立的制度。 To be thoroughly conversant with the computer system at the Front Office. 精通前廳的電腦系統。 Provides guest service and comply if possible with every guest’s requests. 如果有可能對每一位客人提出的每一個要求提供服務和幫助。 Checks and ensures that all room/suites assigned for VIPs are in order and the respective amenities are placed in the room/suites before the guest arrival. 檢查并確保為重要客人所預分的房間已經就緒，所有客房所需相關用具已于客人抵達前布置完畢。 Ensures that the lobby and work place is kept clean at all times. 確保大堂和工作區域始終保持整潔。 Assist in taking room reservations, if a guest approaches the Front Desk or calls up. 如果客人路過前臺或打電話預訂房間，要幫助客人。 Works closely with the front desk staff to ensure a smooth check in. 同前臺員工密切合作以確保客人入住登記辦理順暢。 Provides information on the city to the guests. 向客人提供本市的有關資料。 Reads and signs the logbook and notice board for the latest news and follow-ups. 閱讀工作日志并簽字，注意板面上的最新信息并盡快解決落實。 Adheres to hotel policies and procedures. 遵守酒店的制度和工作程序。 Attends meetings and training programs (if any). 參加會議和培訓。 Reports immediately any guest complaints to the Duty Manager 及時向值班經理報告客人的投訴。 Issues fruits baskets and other amenities 贈送果籃或其它用品。 Must be able to provide guests with any information pertaining to functions, tours, ticketing arrangements, general information on flights, bus, ferry and train schedules, special happenings in town and activities of the hotel in particular. Full attention must be given at all times. 必須能夠向客人提供酒店各種附屬功能，旅游、票務，航班、公交、客船、火車時刻表及概述，所在城市特別事件及酒店組織的特殊活動。必須隨時給予客人足夠重視。 Meets all repeated guests and VIPs upon arrival. 必須迎接抵達的所有常客及重要人物。 Checks with the reservation correspondence to make sure that all guest’s requests are granted. 核查預訂信息以確保客人所有要求均可滿足。 Assumes other duties as delegated from time to time. 隨時承擔被委派的其他工作。 Ensure all Airport pick-ups are being taken care of. 確保照顧到所有需要接機的客人。 Provide services and information to guests that are the most accurate and up to date possible, and delivered to the guest in the most meaningful way. 通過最恰當的途徑，盡可能地向客人提供最優質的服務和最新、最準確的信息。 Maintains a very good reputation for the Hotel and assists to increase the overall profitability of the Hotel. 為酒店保持良好的聲望并幫助酒店增加收入。

Assist guests with all inquiries, both hotel andnon-hotel related 協助客人各種與酒店相關或無關的問詢 Conduct effective shift briefings to ensure hotelactivities and operational requirements are known 進行有效的交接班說明工作，以明確酒店活動和運營要求 Maintain detailed knowledge of the activities of theday and alert to any potential problems 詳細了解當日活動情況并留意各種潛在問題 Maintain detailed knowledge of key occurrences in yourcity/location including directions to key points of interests, restaurants, theatres,shopping, cinemas, sporting and recreational facilities, banks, consulates,transport systems and special events 詳細了解所在城市和地區的情況，包括去往主要地點的路線、以及關于餐館、劇場、商場、電影院、體育場館、娛樂設施、銀行、領事館、交通系統和特殊活動的信息 Maintain adequate supplies of forms, brochures andensure they are presented in line with hotel standards 保證供應足夠的表格和手冊，并確保其質量達到酒店標準 Consult Log Book for information/request left byoutgoing shift 查閱交班人員的工作日志，尋找相關信息和要求 Manage all incoming guest mail, messages, telexes,facsimiles and special deliveries, in accordance with policy 按照相關政策，對發給客人的信件、留言、電傳、傳真和特快專遞進行管理 Manage outgoing guest mail, courier services, postageof parcels and freighting as directed by guests 按照客人的要求，對客人寄出的郵件、通過信使服務寄送的信件、 包裹的郵資和貨運進行管理 Maintain order and security of guest keys and otherselected keys kept in Front Office, ensuring key issue policy is followed 遵守鑰匙管理政策，保證客人的鑰匙及其它存放在前廳部的的鑰匙的安全與有序管理 Receive telephone calls and take messages for guestswho are out, in accordance with hotel policy 依照酒店政策，替外出的客人接聽電話和留言 Record incoming registered mail, telegram, parcel,telex in appropriate file 在相應的檔案上對寄給客人的掛號信、電報、包裹和電傳進行記錄 Night staff check mail, message of expected guestsagainst the system/computer and expected arrivals 夜崗人員按照電腦系統和預抵房記錄對預抵客人的郵件和留言進行查收 Prepare efficient work schedule for Bell staff,arranging holidays and vacations, taking into consideration projected occupancyand forecasts and any large group movements, especially those with early orlate arrivals and departures 在考慮入住情況預測以及大規模的團組活動，特別是關于提前或延遲到達及離店的情況的前提下，為行李服務部員工準備高效的工作計劃，安排節日和假日 Works with Superior on manpower planning andmanagement needs 與上級領導一起進行人力規劃和管理需求。

Conducts shift briefings to ensure hotel activities and operationalrequirements are known 進行有效的交接班簡報工作，以明確酒店活動和運營要求 Supervise front desk operations during assigned shift including: 在當班期間監督前臺運營情況，包括： Maintenanceof guest information 維護客戶信息 Maintenanceof information about local events 維護當地活動的信息 Compileoccupancy statistics 統計入住情況 Supervisegroup bookings 監督團隊預訂情況 Assistingwith serious complaints 協助解決嚴重投訴問題 Supervise cashiering activities during shift including: 在當班期間監督收銀的活動，包括： Cashhandling and banking procedure 現金處理和銀行業務程序 Dealingwith irregular payments 處理非正常的付款情況 Instructingstaff in credit policies and facilities 就信用政策和設備對員工進行指導培訓 Instructingstaff in cash security procedures 就現金安全程序對員工進行指導 Carry outdebtor control 實施應收帳款控制 Preparereports 準備財務報告 Supervisethe cashiering system 對收銀系統實施監管 Works with Superior on manpower planning and management needs 與上級領導一起進行人力規劃和管理需求的討論

Supervise and direct Concierge Desk activitiesand Concierge staff 對禮賓部柜臺的活動和禮賓部服務人員實施監督和指導 Responsible for sorting and distributing guests andadministrative mail and returning mail to the sender for forwarding mail 負責挑選和分發客人的信件及行政信件，并將無人接收的信件送返發信人 Provide information pertaining to all hotel services,local places of interests, restaurants, doctors, sightseeing tours and anyother information likely to be of the interest to guests 提供客人可能感興趣的關于酒店所有服務、當地名勝、餐館、醫生、觀光等方面的信息 Be prepared to recommend first and foremost thehotel’s own Food and Beverage outlets before any other, making himself totallyfamiliar with the operating times and each outlets benefits 最先向客人推薦本酒店的餐飲營業場所，熟知這些營業場所的營業時間和各自的特長 Ensure the lobby is always kept in an orderly fashionand that ashtrays are kept clean 確保大廳始終保持整潔，煙灰缸始終干凈 Coordinates the paging of guests in the lobby, Food& Beverage outlets, and where considered appropriate by the Management 在大廳、餐飲營業場所和其它管理層認為合適的地方協調對客人的呼叫工作 Responsible for the maintenance of the hotelinformation directory (function board) and ensures that the information shownin current and accurate at all times 負責維護酒店信息簿（功能板），并確保所有信息的準確性和實效性 Prepares efficient work schedule for Bell Services,arranging holidays and vacation, taking into consideration project occupancyand forecasts and any large group movements, especially those with early orlate arrivals or departures 在考慮酒店入住情況和預測以及大規模的團組活動，特別是關于提前或延遲到達及離店的情況的前提下，為行李服務部員工準備高效的工作計劃，安排節日和假日 Ensures that all bell staff are neat, clean andpunctual at all times and that they perform the task assigned to them promptlyand efficiently 確保所有行李服務人員隨時保持衣著整潔，工作守時，并且能夠快速和高效的完成任務 Handle problems associated with guests and liaise withdepartment heads or executive management in the absence of the Front Office Manager. 處理與客人相關的問題，在前廳經理缺席的情況下負責與各部門負責人或行政管理部門聯系 Works with linemanager and Human Resources on manpower planning andmanagement needs 與上級領導和人力資源部一起進行人力規劃和管理需求

Ensure that all guest’s baggage are received and delivered upon arrival and departure even for baggage storage pertaining to the procedure laid down in the Inter-Continental Hotels & Resorts Front Office Manual 依照洲際酒店及度假村前廳部工作手冊中規定的工作程序，確保所有客人進行交接班說明工作，確定了解酒店活動和運營要求和抵店和離店時均有服務人員為其提送行李，甚至為其儲存。 Be thoroughly aware of arrivals and departures of each day with emphasis on VIP’s, Priority Club Members, groups and crew movements. 詳細了解每天客人 進行交接班說明工作，確定了解酒店活動和運營要求抵店和離店的情況，重點留意貴賓、優悅會會員和團組的活動。 ?To work closely with Guest Relations Officer to ensure baggage for VIP’s, Priority Club Members are delivered promptly 與賓客關系主任密切合作，以確保貴賓和優悅會會員的行李得到迅速派送。 To assist the Doorman and supervise on traffic control along the driveway during peak hours 在高峰期對門僮進行協助，并監督對車道的交通控制。 Conducts daily briefing and to ensure that all uniform service staff are kept up to date, properly instructed and that all staff are properly dressed, neat and clean before start of duty. ?Similarly, staff appearance should remain clean, smart and tidy at all times. 進行每日例會，以確保所有著裝服務人員了解最新情況并得到正確指導，并保證工作開始前所有員工的穿著均符合規定、干凈整齊。同樣，員工的外表也應隨時給人以干凈、精明和整潔的印象。 Be responsible for training Bellman, Parking Valets and Doorman, in their respective jobs (by identifying training needs) 負責（通過發現培訓需要）對應接服務員、停車場服務員和門僮就其各自崗位職責進行培訓。 Ensure that all staff are fully informed and knowledgeable on hotel facilities and its surrounding areas 確保所有員工了解并熟知酒店設施及周邊區域的情況。 Ensure that the surrounding areas at the lobby level and main entrance are clean ?確保大廳和正門周邊區域的清潔。 Supervise the Parking Valets in handling guests’ vehicles properly 監督停車場服務員對客人車輛合適處理。 Prepare newspaper orders and co-ordinates with news vendor for early delivery. ?Supervises Bellman for newspaper delivery 負責報紙預訂工作，并與報紙供應商協調早晨送報事宜。監督應接服務員送報情況。 ?Ensuring that all equipment (trolley, etc....) are in proper condition and recorded properly 確保所有設備（手推車等）保養良好并得到準確記錄。 Must be fully conversant with emergency evacuation and fire procedures and ensuring all uniformed staff are aware of these procedures 熟知緊急情況疏散和防火工作程序，并確保所有穿著酒店工服裝的員工了解這些程序。

Club Millesime Supervisor is responsible and accountable for achieving and maintaining the highest standards of guest service and satisfaction. Responsible for daily operations of the Club Millesime. 負責保持高標準的對客服務，從而贏得客人最大的滿意，同時通過有效的日常管理，確保索菲特會所在預算的范圍內得以高效運作。 ?The Club Millesime Supervisor is responsible for receiving and escorting all VIP’s and ensuring that they feel comfortable and welcome on arrival to hotel 負責迎接酒店的VIP客人，并且保證他們感覺舒適，受到歡迎。 Maintain daily an accurate record in the Club Millesime logbook of items and incidents which may be of concern to management and/or which may require further attention. 對于賓客服務簿上的事件以及管理層要求進一步跟蹤解決的事情有詳細準確的紀錄。 ?To assist as required/requested with the solving of any guest’ complaints/upsets and make record on logbook accordingly. Ensure all issues relating to guest satisfaction are met and that follow up is completed on a timely basis. Effectively handle and resolve and guests complaints and to seek help if needed. 按照要求，解決客人的投訴、抱怨，并作相應的紀錄。確保達到客人的滿意，在一定的時間內跟蹤解決，高效處理客人的投訴，如有需要，尋求上級的幫助。 ?Have a complete knowledge of the hotel facilities and services, including room types, room rates, relative features and facilities, food and beverage outlets and all Front Office Sections. 對酒店的設施及服務，包括房間類型、房價、相關特色及設施，餐飲促銷、前廳部的各個部門都有一定的了解。 1Check the daily arrival list. Special arrival list for VIP’s, repeat guests and fits. 檢查每日預抵客人名單，特別留意一些重要貴賓和常客的特殊安排。 ?Ensure glassware and chinaware for breakfast and “Happy Hour” are well stocked and equipment is well maintained. 確保早餐和“歡樂時光”所需要的玻璃器皿、瓷器和其他設備好好保存。 To be fully aware of the selling strategy for the day. 了解當天的銷售狀況。 To be fully aware of and actively promote hotel promotion programs if any and up sell them at all times. 了解酒店的促銷計劃并積極參加，并隨時推銷他們。 Oversee the daily movement of guest activities and be able to resole any guest complaints and to establish an amicable relationship with guest, clients and customers of the hotel. 了解客人的每日活動，解決客人的投訴，與客人、客戶和顧客建立友好的關系。 ?To ensure guest retention program extend to loyalty customer on a consistent basis. 確保回頭客政策能持續地延伸到每個忠實客人的身上。 Ensure that “shift reports” are printed and “Traces” are followed up accordingly. 保證班次報表能按時打印，并且跟蹤報表能相應的跟蹤執行。 ?Coordinates meal breaks. 組織好員工的用餐時間。 Handles problems and seeks assistance of Club Millesime Manager to when necessary. 幫助員工處理問題，如需要可向索菲特會所經理尋求幫助。 ?Maintains all equipment in good working order and trains new employees on equipment utilization. 所有設備必須保持在良好的工作狀態下，并教給員工如何正確使用。 Is thoroughly familiar with all Emergency Procedures as specified by hotel. 十分熟悉酒店所有的應急工作程序。 Provide services and information to guests that are the most accurate and up to date possible, and delivered to the guest in the most meaningful way. 通過最恰當的途徑，盡可能向客人提供最優質的服務和最新、最準確的信息。 Maintains a very good reputation for the Hotel and assists to increase the overall profitability of the Hotel. 為酒店保持良好的聲望并幫助酒店增加收入。 Perform other related duties & special projects as assigned by the supervisor. 隨時執行上級分配的其他相關任務或特殊項目。

Reports directly to andcommunicates with the Front Office Manager on all pertinent matters affectingguest service and hotel operations 直接向前廳部經理匯報并就所有與賓客服務及酒店運作相關的問題進行溝通 Provides functional assistanceand direction to all departments 向所有部門提供功能性支持和指導 ?Cooperates, coordinates andcommunicates with other hotel departments as required 按需要與酒店其它部門進行合作、協調和溝通 Reacts to situations to ensureguests receive prompt attention and personal recognition throughout the hotel ?對各種狀況做出反應，以確保來賓被及時的禮貌接待并得到充分的注意和重視 Responds to guest needs andresolves related problems 就客人的需求做出反應并解決相關問題 Supervises and directsReception and Reservations personnel 對接待部和預訂部工作人員進行監督和指導 Supports and assists FrontOffice personnel and all departments at peak periods 在高峰期向前廳部工作人員和其它所有部門提供支持和協助 Ensures VIPs and IHG rewards club guestsreceive special attention 保證貴賓和優悅會會員受到特別關照 Inspects front of house andback of house regularly for cleanliness 定期檢查一線各部門和二線各部門的清潔狀況 ?Assists Guest Relations ingreeting, rooming, and sending off VIP guests 協助客戶關系部門迎接貴賓，為其安排房間并在其離店時送行 Monitors appropriate standardsof conduct, uniform, hygiene, and appearance of staff 監督員工的行為、制服穿著、衛生和外表形象 Provides input for Front Officemeetings 為前廳部會議提供信息 Promotes inter-hotel sales andin-house facilities 促進店際銷售及推銷酒店內的設施 Checks billing instructions andmonitors guest credit 檢查結帳說明并監督客人信用情況 Analyses and approves discountsand rebates 分析和批準打折相關事宜 Analyses the rate variancereport to ensure rooms revenue control 分析房價差異報告以保證控制客房收入 Takes action with the Property ManagementSystems (PMS) in emergency situation 在緊急情況下使用酒店管理系統（PMS） ?Fully conversant with all hotelemergency procedures 熟知酒店緊急情況所有處理程序 Ensures front line staffcomplies with FIT marketing techniques and maximize sales 確保一線員工遵從散客市場技巧并最大化的進行銷售 Works with Superior and HumanResources on manpower planning and management needs 與上級領導和人力資源部一起進行人力規劃和管理需求 Works with Superior andDirector of Finance in the preparation and management of the Department’sbudget 與上級領導和財務總監一起編制和管理部門預算

Assist with heavy packages, coats, suitcase, etc. ?being alert to give assistance courteously and quickly, before having to be asked 主動協助客人提重包裹、拿衣服、提手提箱等，向客人提供禮貌和迅速的協助。 ?Maintain a willingness to please attitude and give undivided attention to any approaching guest 保持令人愉悅的態度并專心接待每位到來的客人。 ?Adhere to guest checking in and checking out procedures pertaining to baggage handling 在與行李相關的問題上，遵守客人入住和退房工作程序。 Welcome guests at the main entrance, offering the greeting appropriate to the time of day taking particular note of repeat guests and Priority Club members 在正門處歡迎客人，按具體時間段向客人發出合適的問候，特別要注意常客和憂悅會會員。 ?Assist arriving and departing guests by opening and closing car and taxi doors 為來店和離店的客人開關汽車及出租車門。 Maintain a spotless Porte Cochere and Drive way 保持車輛門道和車道的清潔。 Guide the guest to the Front Desk and wait behind the guest during the check-in. ?Keep eyes on the Front Desk Clerk who provides the signal for you to step forward and receive the room and rooming booklet from the Front Desk Clerk. ?Without delay, escort the guests accordingly. ?將客人引至前臺并在其辦理入住手續時在其身后等待。在看到前臺接待員的示意后上前從前臺接待員處取得房間號和房卡，然后立即護送客人至其房間。 ?Be familiar with the layout of the hotel and memorize the preferred route for escorting guests ?熟悉酒店布局并記下護送客人的最佳路線。 ?Be familiar with the lift workings and emergency stairs 熟悉電梯和疏散樓梯的使用。 Provide information to guests about the hotel facilities and services 向客人提供關于酒店的設施和服務的信息。 ?Provide guest services and guidance 向客人提供服務和引導。 Learn and utilize names of guests, especially repeat and long staying guests and routinely greet guests as they pass through the lobby, remaining alert to situations where he can be of assistance to guests 熟知并稱呼客人的名字，特別是對于常客和長包房的客人，并在客人經過大廳時與其打招呼，隨時留意是否有可以為客人提供服務的情況出現。 Keep the lobby clean and tidy, informing the Concierge or Bell Captain if it needs major cleaning 保持大廳的整潔，如果需要大清掃的話應通知禮賓主管或行李領班。 Maintain a well groomed hair style and wear clean, shiny well polished shoes and a neat uniform while on duty 上班時要保持好的發型，注意服裝的干凈，鞋要擦凈并上光，并保持制服的整齊清潔。 Help other employees in department, replacing them temporarily when necessary ?幫助部門內其它員工，如有必要則暫時代理他們的工作 。 Keep the baggage room clean and in order before going off duty on each shift 每次交班前均保持行李室的整潔。 Upon arrival of newspaper, prepare them and deliver them to guest rooms as assigned by the Bell Captain 當報紙送到后進行適當整理，然后按行李領班的要求將其送至客人房間。 Use the Duty Log to document matters of importance 使用工作日志來記錄重要事項。 Operate Communicates equipment ?操作通信設備。 Arrange transport and coordinate luggage 負責安排交通并協調行李事宜。 ?Manage the key system securely ?對鑰匙系統進行安全管理。

當面或在電話中問候 IHG One Rewards Club 優悅會會員和再次光臨的賓客 收取、管理和接收賓客預訂的付款 ?提供快捷且順暢的入住和退房服務 提前預測賓客的需求和要求，提供定制化建議 成為賓客信任的代表，幫助賓客解決包括賬單問題和餐廳建議等在內的各種問題

Ensure the correct operation of the switchboard for fast and efficient transferring of internal and external calls. 快速高效的轉接所有來電。 Greets customers immediately with a friendly and sincere welcome. Responds to inquiries with accurate information regarding hours of outlet operation, directions to local attractions, or meeting rooms, etc. according to individual needs. 誠摯友好的問候客人。快速精準的回答和應對客人提出的問題及要求，其中包括各消費場所的營運時間方位等。 Ensure the? Supervisor or? Manager is kept fully aware of any relevant feedback from either customers or other department. 將客人和其他部門的意見和建議及時反饋給主管或經理。 Check all the equipment in Magic Centre all the time to ensure smooth operation: paging system, fax machine, voice mail system, FCS system, etc. Keep the Careline centre clean and tidy to ensure that all the staff may work in a comfortable environment. 時刻關注部門各項設施設備的運轉是否正常，如傳呼系統，語音留言，FCS 系統等。保證關愛熱線的清潔干凈，為員工提供一個相對舒適的工作環境。 Reviews VIP arrival and ensures proper handling of VIPs and groups. 關注VIP預抵及團隊客人. Takes an active role in the team by being kind, cooperative, helpful and never forgetting the person behind the guest. 積極的工作，友好的為客人提供服務。 Reports problems with hotel systems, hardware or facilities to the appropriate party and follows up to ensure that corrective action has been taken. 對酒店設施設備的非正常運轉予以及時報告，并跟進直至問題解決。 Passes on information effectively, ensuring that all necessary details are communicated to the intended person and that any pending action is completed and guest satisfaction confirmed. Attends daily briefings, shift handovers, meetings and reads the log book on a daily basis. 確保信息有效的傳達到人，及時解決問題讓客人滿意，參加每日必須的會議等。 Play a active role in achieving or exceeding the departmental performance test targets set up by the Hotel management which has direct connection with and influence on the individual performance test. The individual performance test target refers to the Hotel performance test policy and procedures. 在完成或超額完成酒店下達的各項經營考核指標中起積極作用，該經營考核指標與個人績效考核掛鉤。個人績效考核辦法參見酒店績效考核制度。 Carries out any other reasonable duties and responsibilities as assigned. 完成任何其他合理的職責和被指派的職責。

Registers and rooms all arrivals according to established procedures 按照既定工作程序為所有來客登記并安排房間。 Maintains intimate knowledge of departmental standards and procedures 熟知部門標準工作程序。 Performs check in, check out and room change procedures and ensures all data are entered completely into the hotel systems in accordance with reservation?履行入住、退房和換房手續，并確保所有資料都按照預訂情況完整的輸入酒店電腦系統。 Maintains cashier float and ensures accurate daily report of all money received 保持庫存現金限額并保證每日對所收現金進行準確報告。 ?Cashes hotel guest’s personal and travelers checks and assists with currency exchange 為酒店客人的個人支票及旅行支票兌換現金，并協助進行外匯兌換。 ?Keeps abreast of all modifications to accounting policies and procedures 隨時留意會計政策和工作程序的變化 。 Responsible and attends to guest’s request of using the service of safety box at all times?隨時負責回應客人關于使用保險箱服務的要求。 Knowledgeable of all special promotion procedures, for programs such as; Seasonal Packages, Frequent Flyers Programs, and also Intercontinental Hotels Group Loyalty programs. 熟知所有特別促銷活動，如：季節性套餐計劃、常客優惠計劃以及洲際酒店集團忠實方案。 ?Attends to guest’s complaints, inquiries and requests, referees problems to supervisor/Assistant Manager if he/she unable to assist ?處理客人的投訴、問詢和請求，如果自己無法提供協助，則將問題轉給主管和經理助理 。 Does everything possible to ensure that the guests depart the hotel with a positive impression of hotel service 盡一切努力確保客人在離店時會對酒店的服務有很好的印象。 When on night shift, checks night report, prepare the morning report and prepare all necessary forms for the guest arrival 在值班時檢查夜班報告，準備早班報告，并為客人的到來準備各種必要的表格。 Maintains comprehensive knowledge of standard reservation procedures including correct forms to use, how to read telex, e-mail, messages, and how to interpret availability sources within the reservation systems 全面了解標準的預訂工作程序，包括如何正確使用表格，如何讀電傳、電子郵件和留言，以及如何在預訂系統內對房源情況進行解讀。 Maintains exemplary deportment standards of behavior and appearance and attitude as expected in a IHG Brand 按照洲際酒店集團品牌的預期保持自己行為、外表和態度的高標準。 Endeavors to maintain the high standards of the hotel with particular regard to the importance of IHG Loyalty Program member and other VIP’s and with reference to hotel and to be a health or safety hazard 力爭保持酒店的高標準，特別注意洲際酒店集團忠實計劃會員及其它貴賓的重要性，并重視酒店的健康和安全隱患等問題。

【崗位職責】 1. 接待顧客、為顧客提供建議、銷售產品以滿足客戶需求和期待 2. 接受貨物、核對交貨單 3. 根據Club Med的標準和商品銷售流程布置產品陳列、存放 4. 關注客戶、客戶需求和客戶期待以維護老客戶 5. 考慮客戶的評價和建議，并將相關評價和建議反饋給經理 【崗位要求】 1. 有銷售經驗優先 2. 須同時掌握英語和普通話兩種語言，掌握其它外語者更佳 3. 該崗位需每周工作6天 【G.O福利】： 雙人住宿； 一日三餐國際自助餐廳； 吧臺飲料暢飲； 度假村內所有娛樂活動及場地設施免費使用； 機場接送服務； 工作滿一年往返度假村和住址機票； 完善的工作意外傷害保險及社會保險； 國際化G.O團隊； 擁有登臺演出的機會； 每年輪換海外及大中華區度假村工作機會； Club Med海外度假村免費房間； 快速晉升通道。

【崗位職責】： 1.負責賓客關系團隊日常工作的管理 2.督導員工按照Clubmed的制度以及要求提供服務 3.維護客戶關系，提高客人滿意度 4.負責客戶投訴處理以及突發事件、各類意外處理 5.負責各項報告、報表的編制 6.各項活動的組織與參與 【任職要求】： 1. 具有大專以上學歷。 2. 具有3年以上同崗位經驗。 3. 具有較好的英語基礎 。 4. 熟悉酒店前廳運營以及管理。 5. 具有較強的組織能力和溝通能力及管理能力。 6. 該崗位需每周工作6天? ????????????? 【G.O福利】： 雙人住宿； 一日三餐國際自助餐廳； 吧臺飲料暢飲； 度假村內所有娛樂活動及場地設施免費使用； 機場接送服務； 工作滿一年往返度假村和住址機票； 完善的工作意外傷害保險及社會保險； 國際化G.O團隊； 擁有登臺演出的機會； 每年輪換海外及大中華區度假村工作機會； Club Med海外度假村免費房間； 快速晉升通道。

【職位描述】 1. 協助經理負責度假村前廳部的接待和管理工作，熟知前廳服務設施的功能，處于完好狀態。 2. 協助經理負責新員工的入職以及相關培訓工作。 3. 保持良好的客際關系，能獨立有效地處理賓客投訴。 4. 協助度假村與前廳經理處理突發事件。 【任職要求】 1. 大專以上學歷，有同崗位工作經驗1年以上。 2. 熟悉度假村前廳的經營管理工作，具有較強的工作責任感和敬業精神。 3. 督導前廳各分部員工服務質量標準、操作流程標準并對前廳部各項工作實施全面監管。 4. 有效貫徹、落實并完成部門制訂的每月工作計劃。 5. 英語對話流利，有較強的協調管理能力 ? ? ? ?? 【G.O福利】 1.雙人住宿； 2.一日三餐國際自助餐廳； 3.吧臺飲料暢飲； 4.度假村內所有娛樂活動及場地設施免費使用； 5.機場接送服務； 6.工作滿一年往返度假村和住址機票； 7.完善的工作意外傷害保險及社會保險； 8.國際化G.O團隊； 9.擁有登臺演出的機會； 10.每年輪換海外及大中華區度假村工作機會； 11.Club Med海外度假村免費房間； 12.快速晉升通道