Hotel Level: 酒店等级：IV – V四-五Department:部门：Rooms Division房务部Job Band: 职位等级：66Reports To:直属上级：Front Office Manager前厅部经理JOB OVERVIEW职位概述•Responsible to co-ordinate and oversee all hotel operations in the absence of the General Manager or designate during nights. The principal responsibility is safety and security of guests and ensuring the accurate and timely completion of the night audit function during the hours of 11pm – 7am.•当总经理或其代表夜间不在时，负责协调和监督酒店的一切运营活动。
主要负责客人的安全，并确保在晚上11点到第二天早上7点这一时间段内准确、及时的完成夜审工作。
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•Conduct inspections of front of house and back of house during shift, including Front Office, Housekeeping, Lobby, Food and Beverage Outlets, Public Areas, Car Parking•在夜班期间视察一线各部门和二线各部门，包括前厅部、客房部、大厅、餐饮营业场所、公共区域和停车场•Meet and Greet VIPs•迎接贵宾•Handle all Complaints•处理各种投诉•Ensure working of all Front Office Policies and Procedures•确保前厅部所有政策和工作程序都得到遵守•Ensure effective shift hand-over•确保有效的交接班•Be knowledgeable of Front Office systems and know back up procedures and system recovery procedures•熟悉前厅部电脑系统，并了解后备工作程序和系统恢复程序•Efficient check in and check out process•保证入住和离店手续办理工作的效率•Review and monitor early morning wake up procedures•检查和监督早晨的唤醒服务工作•Post room charges•信件室的收费•Maintain correct guest registration cards•保持来客登记卡的准确无误•Maintain special programs (eg frequent flyer; IHG Rewards club)•维护特殊活动项目（如“常旅客奖励计划”和“IHG优悦会”）•Effective management of incoming and outgoing calls•对打进和打出酒店的电话进行有效管理•Maintain current Hotel information•及时更新酒店信息•Provide information on memberships•提供关于入会的信息•Communicate problems, resolved or unresolved to your Supervisor at shift change over and document in log book•在交接班时向主管汇报所有解决与未解决的问题，并将之记录在工作日志上•Complete knowledge of all room types, hotel matrix, and facilities•完全掌握所有关于房间类型、酒店布局和设施的信息•Review arrival lists and anticipate needs•检查到达旅客名单并预测各种可能的需要•Operate communication equipment•操作通信设备•Access and use rooms computer programs•接触并使用客房电脑程序•Conduct Credit card checks•对信用卡进行检查•Ensure staff adhere to Standards and Procedures for cash handling•确保员工遵守现金处理标准和程序•Maintain own cash float•保持自己的现金浮动•Correct banking•保证银行业务的正确无误•Update Guest History Maintenance•维护更新客史档案•Prepare contingency reports•准备应急报告•Staff Supervision of Night staff: Contractors; Porters, Cleaners, Room Service and works with Human Resources to ensure their performance is effectively managed•对夜岗人员进行监督，包括外包人员、搬运工、保洁人员、客房服务人员等，并与人力资源部门合作，以确保对上述人员的工作情况进行有效管理•Oversees the Night Audit Function•监督夜审工作o Develop, update and train standards and procedureso就各项标准和程序进行开发、更新和培训o Produce Revenue Reportso制订收入报告o Perform file back up maintenanceo做好档案备份维护工作o Review all audits and reconciliation of daily sales transactions of front office and all outlets, balancing all cash registers and reporting discrepancies to Line Managerso检查所有夜审工作和前厅部及各营业场所的日常销售交易的核对，对所有收银机进行检查并向经理报告各种异常情况o Week end and Month end reports completed in line with policyo依照政策规定完成周小结和月度小结o Advise Line Managers of recurring errorso就反复出现的失误情况向经理提供建议ACCOUNTABILITY责任范围Number of employees supervised –管理的员工Direct (Night) Guest Service Agents / Bellman直接 (夜班）前台接待员，应接服务员Indirect N/A间接无Annual Operating Profit/Payroll Budget –年度经营利润和薪金预算•Department Budget•部门预算Key Metrics –主要绩效指标•Department Budget•部门预算•Guest Satisfaction Survey•宾客满意度调查Decision Making Responsibilities (Decision Rights) –决策职责(决策权)﹣•Department Budget•部门预算•Matters pertaining to Front Desk operations•与前台运营相关的事宜•Within the authority as assigned for Hotel Band 6 role•酒店职位6级所拥有职权范围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。
•Good writing skills•具有良好写作技能•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, training and organizational abilities•具有解决问题，培训和组织能力Qualifications –学历•Bachelor’s Degree or Diplo ma in Hotel Administration, Hotel Management or equivalent•具有酒店行政管理，酒店管理或相关的学士学位或大专水平。