酒店日语宾客关系主任岗位职责.docx

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1、Hotel Level:酒店等级：I V一-五Department:部门：Rooms Division房务部Job Band:职位等级： 88Reports To:直属上级： Guest Relations Manager / Front Office Manager 宾客关系经理，前厅部经理JOB OVERVIEW职位概述 Responsible for establishing and maintaining mutual understanding and goodwill between Japanese guests and management. 负责建立和保持日本客人与管理层之间

2、的相互理解和友好关系。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 an

3、d 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

4、特别的时刻，做到令人难忘。DUTIES AND RESPONSIBILITIES工作职责 Plan and co-ordinate the provision of friendly, efficient services to Japanese guests 进行相关计划和协调工作，以确保向日本客人提供友好和高效的服务 Schedule activities for Japanese guests 安排日本客人的活动日程 Plan and co-ordinate all promotional activities targeting Japanese clients 计划和协调所有针对日本

5、客户的促销活动 Trace relevant statistics about Japanese clientele 对日本客户的相关统计数字进行跟踪 Co-ordinate and supervise all activities for Japanese guests 协调和监督对日本客人开展的所有活动 Assist with check-ins/check-outs of Japanese clients 协助日本客人办理入住和退房手续 Greet Japanese Guests upon arrival 在日本客人抵店时进行迎接 Room Japanese Guests 为日本客人安排

6、客房 Cover guest relations desk 负责客户关系台的工作 Assist Japanese guests with airline bookings and reconfirmations 协助日本客人进行航班预订和确认 Assist all departments in being receptive to the needs of Japanese guests 协助所有部门满足日本客人的各种需求 Assist staff with Japanese language and culture 就日语和日本文化对员工进行辅导 Attend recreation acti

7、vities when necessary 如有必要，可参加一些相关招待活动 Plan and conduct Japanese group and function rundown meetings 计划并召开关于日本团组和活动的总结会 Assist in any other duties when required by the Guest Relations Manager 按照客户经理的要求对其它任务进行协助 Assist with translations (information; guest directory; menus etc) as required 按要求协助翻译（信息

8、、客户名单、菜单等） Provide feedback from Japanese Guests to Front Office Manager for action 将从日本客人处得到的反馈向前厅部经理汇报，以期采取相应行动ACCOUNTABILITY责任范围Number of employees supervised 管理的员工Direct N/A直接 无Indirect N/A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 Completion of assigned tasks

9、 完成分配给的工作的情况Decision Making Responsibilities (Decision Rights) 决策职责(决策权) Within the authority as assigned for Hotel Band 8 role 酒店职位8级所拥有职权范围Required Skills 技能要求 Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with custome

10、rs, 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。 Able to read and write English 能够读写英语 Able to read, write and speak Japanese 能够读写说日语 Proficient in the use of Microsoft Office and Front Office System 熟练使

11、用微软办公软件和前台系统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职业证书。Experience 经验 1 year experience in front office / guest services operations / customer service, or an equivalent combination of education and experience.

12、 拥有1年前台或宾客服务部工作经验，或与此相当的教育和相关工作经验结合的背景。The statements in this job description are intended to describe the essential nature and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.Employee Name (print)Employee Signature Date此职位描述所陈述的只是该项工作的核心内容和主要层面，并非所有职责或资历要求。员工姓名(正楷)员工签名 日期