酒店商务中心服务员岗位职责.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： 99Reports To:直属上级： Business Centre Manager, Front Office Manager商务中心经理，前厅部经理JOB OVERVIEW职位概述 Responsible for all aspects of Business Center function to achieve the highest possible guest satisfaction. 负责商务中心的各项工作，以取得最大的客人满意度。At Int

2、erContinental 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 ownershi

3、p 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。DUTI

4、ES AND RESPONSIBILITIES工作职责 Meet and greet hotel guests warmly and courteously 热情并礼貌的接待酒店来宾 Actively participate in the sending, receiving and distribution of all incoming and outgoing faxes and messages 积极发出、接收和送达进出酒店的传真和留言 Provide secretarial services for guests 向客人提供秘书服务 Minimize all costs whenev

5、er possible 尽量节省成本 Efficient in the use of all business center equipment 熟练使用商务中心所有设备 Update traffic sheets accurately 准确更新电话单 Handle complaints promptly and follow up thoroughly on action taken 对投诉进行迅速处理并对所采取的措施彻底跟进 Abide by established work schedules 遵守既定工作安排 Promote in house service and facilitie

6、s 促进内部服务和设施 Answer all guests queries regarding meeting room rates, fax, copy machine, computer technology and all equipment efficiently and politely 对客人提出的关于会议室收费、传真、复印机、电脑技术以及所有设备的问题做出准确和礼貌的回答 Update airline schedules and guides the guest whenever requested 更新航班时间表，随时根据客人的需求进行引导 Co-ordinate the re

7、servations of meeting rooms 协调会议室的预订 Advise to Supervisor all stationary needs in advance 提前向主管汇报办公用品方面的需求 Attend to all guest needs and queries 解决客人的一切需要及问询 Call regular guests, VIPs and long stay guest by name and learn the names of new guests 称呼常客、贵宾和长期住宿的客人的名字并熟知新客人的名字 Ensure cleanliness of work

8、 area and clean your work area prior to departing 保证工作区域的清洁并在离开工作区前对其进行清扫 Report daily activities in logbook 在工作日志上记录每日活动 Provide guests with all information on transportation, tours, city, and restaurants either through sales, reconfirmation or bookings 通过销售、重新确认或预订向客人提供所有关于交通、旅游、城市和餐馆的信息 Participa

9、te in departmental briefings and training sessions 参与部门例会和培训活动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 完成分配给的工作的情况Decision Making Responsibilities (

10、Decision Rights) 决策职责(决策权) N.A. 无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 br

11、and 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 Proficient in the use of Microsoft Office 熟练使用微软办公软件Qualifications 学历 High School or Vocational Certificate in Business Study, Business Management or equivalent 具有高中或商务或商业管理或相关的专业证书。Experie

12、nce 经验 1 year experience in customer service / clerical functions, or an equivalent combination of education and experience. 拥有1年宾客服务部或文员工作经验，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