酒店电话服务主管工作岗位描述(中英文).doc
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酒店电话服务主管工作岗位描述
JOBTITLE:
TelephoneServicesSupervisor
职位;
电话服务主管
AREA/DEPARTMENT:
RoomsDivision/FrontOffice/GuestService
部门房务部/前厅部/总机JOBBAND:
7
级别:
7
HOTELLEVEL:
5
酒店级别5
REPORTSTO:
DutyManager/FrontOfficeManager
直属上级 值班经理/前厅部经理
POSITIONSSUPERVISED:
GuestServiceAgent-Telephone
监管下属:
接线生
JOBSCOPE:
UnderthegeneraldirectionoftheFrontOfficeManagerandwithinthelimitsofestablishedbyInterContinentalHotelsGroupandlocalpoliciesandprocedures,overseesanddirectsallaspectsofTelecommunicationservicestoachievethehighestpossibleguestsatisfaction.PromotesthedesiredworkculturearoundthefivecorevaluesofTrust,Integrity,Respect,OneTeamandServiceoftheInterContinentalHotelsGroupandthebrandethos.
工作范围:
服从前厅部经理的全面指示,执行和履行洲际酒店的一些本地相关政策和程序,监管和负责总机服务和运作确保最大化的满足客人.发扬企业工作文化的5个重要价值,信任,诚信,尊重,一个团队与服务洲际酒店集团的品牌品质。
TESTIMONIAL:
IherebyconfirmhavingreadthedutiesandagreetoperformthesedutiesassetoutintheJobDescriptiontotherequiredstandards.
证明:
我确认细读了所有职责,同意按照工作职责的要求工作并到达所规定的标准。
Signature签名:
……………………………………
Date日期:
………………………………
KeyResponsibilities主要职责
·Directs,supervisesandcoordinatestheactivitiesinTelecommunicationdepartment
管理,监督和协调总机房的运作.
·Developsandimplementproceduresforproperhandlinginandoutgoingtelephonecalls,facsimiletransmission,rentalequipment,leasetelephonelinesandothertelecommunicationservices
执行和促进处理所有电话,传真,相关设备的程序和其他相关服务.
·InvestigatescomplaintsregardingtheTelecommunicationservicesandtheOperatorsandtechnicians,takesappropriateactions.
调查所有关于电话设备和服务的投诉并采取行动.
·Developsworkingplanstocarryoutgoals,comparesactualachievementsagainstgoalperiodically,takenecessarycorrectiveactions
推动工作计划,分享目标,把实际的成绩和目标作比较并作出相应的措施.
·Establishesandmaintainseffectiveemployeerelations
建立维护和员工的良好关系,
·OrganizesandconductsregularmeetingforallTelecommunicationstafftofacilitatecommunicationandasmoothoperation
组织部门例会促进交流和运作.
·Managesandmonitorstheoperationofallequipment’s,software,hardwareandensureallunitsareworkingandinstalledproperly
检查和监督所有营运设备和各种设施保证所有的工作设备正常运作
·Ensuresalltelecommunicationequipment’sarecoveredbythecorrectmaintenancecontractandthepreventivemaintenanceisperformed
确保所有的设备有预防性维护并且在合约商的维护计划之内.
·Maintainsuptodatelistofalltelecommunicationequipment
保留所有设备的最新清单.
·MonitorstheperformanceofPABX/VoiceMail/CallAccountingsoftwareandmaintainlogbookofequipmentperformancereport
监督所有电话设备/语音信箱/计费系统的正常运作并作有记录.
·InvestigatesandreportssoftwareproblemtoVendors,coordinatesinterfaceproblemsolvingwiththehotelSystemManager
调查和报告所有的异常情况给相应的供应商和酒店的电脑房经理.
·Maintainssuitablerecordtoprocesstelephonecallsinthebillingsystem,
确保电话费用转入帐户的记录
·Maintainsuserdocumentation,PABXsystemreports,telephonelist,andnumberingplanleasesagreementonrentallines,maintenancecontractandlocallicenses
保留设备的使用说明、电话交换机的相关报表,电话清单,维修记录和相关执照、合同、许可证
·PerformsPABXdata-baseprogrammingandregularservicechangetocontrolclassofserviceonalltelephonesetsinthehotel.
完成所有数据规划和服务以达到最好的电话服务.
·Preparesandcontrolsdepartmentalbudgeted
准备和控制部门的预算.
·ToattendTelecommunicationseminar,productknowledge,presentation,organizedbytheexternalbodies
参与组织的相关技能,产品知识的培训.
·Performsrelateddutiesandspecialprojectsasassigned
完成指派的其他相关的项目和任务.
·Conductsshiftbriefingstoensurehotelactivitiesandoperationalrequirementsareknown
举行交接班会确保员工知晓酒店的推广和运作需要.
·PreparesefficientworkscheduleforTelephonestaff,arrangingholidays,vacation,takingoccupancyandforecastsandanylargegroupmovementsintoconsideration
有效位员工排班,合理安排假期,预测未来生意从而作出相应的行动计划,特别是有大型的团队和活动的时候。
·Performsothertasksasassigned
完成其他的任务.
HumanResourceandTrainingResponsibilities人力资源和培训职责
·WorkswithSuperiorandHumanResourceManagertoensurethedepartmentalperformanceofstaffisproductive.Dutiesinclude:
与直属主管和人事经理一起配合保证员工高效的表现,职责包括:
oPrepareinductionprogramsfornewemployeesandallocatesufficienttimefortheirimplementation
准备新员工的工作计划合理安排工作时间
oConductonthejobtraininginaccordancewiththedepartmentalstandardsandproceduresandmaintainsarecordofprogressforeachstaffmember
举行在职工作培训并且符合酒店的标准和政策,同时记录每个成员的培训进展
oProvideinputforprobationandformalperformanceappraisaldiscussionsinlinewithcompanyguidelines
根据公司的指南给员工在试用期和正式工作期的工作表现评估
oEnsurenewstaffattendCorporateOrientationwithinfirstmonthofhire
保证新员工在入职第一个月内参加入职培训
oCoach,counselanddisciplinestaffinbreachofhotelpoliciesanddepartmentalprocedures,providingconstructivefeedbacktoenhanceperformance
指导,商谈和纪律管理员工,给予有建设性的回复意见提高员工的工
FinancialResponsibilities经济职责
·Workswithsuperiorinthepreparationandmanagementofthedepartment’sbudget.Dutiesinclude:
与主管一起准备和管理部门的预算工作,职责包括:
oAssistsinco-ordinatingthepreparationofthedepartmentalannualbudget
辅助整理部门年度预算的准备工作
oControlsandmonitorsdepartmentalcostsonanongoingbasistoensureperformanceagainstbudget
按现行标准监控部门成本以确保符合预算
OccupationalHealthandSafetyResponsibilities职业健康和安全职责
·DemonstrateAwarenessofOH&SpoliciesandproceduresandensureallproceduresareconductedsafelyandwithinOH&Sguidelinesandensureyourdirectreportsdothesame
熟悉职业保健、安全职责相关政策和程序,以确保所有程序能得以安全地执行,并在职业保健和安全职责方针的指导下确保行为落到实处。
·Beawareofdutyofcareandadheretooccupational,healthandsafetylegislation,policiesandprocedures
了解并坚持职业的、健康的、安全地立法、政策和程序
·Befamiliarwithpropertysafety,firstaidandfireandemergencyproceduresandoperateequipmentsafelyandsensibly
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
·Initiateactiontocorrectahazardoussituationandnotifysupervisorsofpotentialdangers
及时对危险的情形采取补救措施,并对主管通报存在的潜在危险
·Logsecurityincidentsandaccidentsinaccordancewithhotelrequirements
按酒店的要求,记录安全事故和意外事故
KeyCompetencies
主要能力
KeyTasks
主要任务
DriveForResults
关注结果
·Competeagainstastandardofexcellencebysettinghighperformancestandardsandpursuingaggressivegoals
通过设立较高的成绩标准并追求积极进取的目标,力争达到优秀的标准
·Striveforconstantimprovementsandtakesresponsibilityforachievingbusinessresultsandperseveredespiteobstacles
争取每时每刻的进步并为达到营业结果负责,不论障碍有多少都要坚持
UnderstandingtheBusiness
理解酒店经营
·Demonstrateaninterestinandanunderstandingofissuesrelevanttoyourdepartmentandhotelandkeepyourknowledgeuptodate,includinglegislativeinformation
愿意了解并明白与本部门和酒店相关的信息和知识,并时刻更新包括立法信息等知识
·AdherestoIntercontinentalHotelsGroupCorporateCodeofConduct,EmployeeHandbookandHotelpolicies
拥护洲际酒店集团公司管理法则,员工手册以及酒店政策
·Demonstratesanunderstandingofcompetitors’majorstrengthsandweaknesses
了解竞争者主要长处和弱点
·Establishesandinterpretskeyperformanceindicatorstomanagethebusiness,consistentlytakesintoaccountsfinancialimplicationsofbusinessdecisionsandrecommendations
建立和说明重要的业绩运作方法以便控制经营管理,保持财务的决策和建议
·Hasabroadknowledgeofhowthebusinessisrun,focusesonthemajorfactorsnecessarytoensurethatthebusinessissuccessfulandprofitable
具备广泛的商业管理知识,注重一些必要的因素以确保生意能成功并获得收益
ProblemSolvingandDecisionMaking解决问题并做出决定
·Diagnoseproblemsandthoroughlyanalyseinformationtoguidedecisionmaking
找出问题并全面分析相关信息以便做出正确的决策
·Evaluateandassimilatecriticalinformationwhenreachingconclusionsandmakelogical,competentdecisions
在做合理全面的决定前评估并吸收批评意见
CustomerFocus
关注客人
·Buildandmaintainpositiverelationshipswithallinternalcustomersandguestsinordertoexceedtheirneeds.
与内部员工和客人建立和维持积极的关系,以便能有效满足他们的合理需求
·Takeactiontoaddresstheseneedsinordertoexceedtheirexpectations
通过行动满足需求,甚至超出客人的期望值
·Createapositivehotelimageineveryinteractionwithinternalandexternalcustomers
在与店内外客人的交流中建立积极的酒店形像
·Adheretohotelbrandstandards
坚持酒店品牌标准
·Maintainahighlevelofproductandserviceknowledgeinordertoexplainandsellservicesandfacilitiestoguests
为向客人解释和销售酒店的服务和设施,应保持高水准的产品和服务知识
·Assistguestsandescortthemtolocationswithinthehotelattheirrequest
帮助并引领客人到酒店内他们想去的地方
·Maintainknowledgeofspecialprogramsandeventsinthehotelinordertorecognizeandrespondtoguestsneeds
为了解客人的需求并做出反应,应了解酒店的特别活动和会议情况
·MaintaincurrentHotelinformationtobeabletoprovideinformationtoguests
了解当前酒店的信息以便客人的查询
·Implementprocedureswhichenhancetheguestexperience
执行相应举措以提高客人在店期间的感受
Teamwork
团队精神
·Demonstrateco-operationandtrustwithcolleagues,supervisors,teamsandacrossdepartmentstodeliverpositiveresults
与同事友好合作并对同事、主管、团队给予信任,可跨部门地交流工作成果
·Activelyparticipateinwiderhotelmeetings
积极参更多的酒店会议
·Interactwithdepartmentandhotelstaffinaprofessionalandpositivemannertofostergoodrapport,promoteteamspiritandensureeffectivetwowaycommunication
以专业且积极的风格与酒店和部门的员工互动以建立和睦的关系,促进团队精神并确保有效的双向交流
Adaptability
适应能力
·Becomfortableandeffectiveinanenvironmentofambiguityorchange
在环境发生变化或未确定时保持舒适性和高效性
·Bereceptivetonewideasandrespondtoworkplacechangesinaflexibleandoptimisticmanner
用灵活乐观的方式接受新理念并对工作场所的改变做出反应。
·CompletetasksasdirectedbyManagement
完成管理层指派的任务
PlanningandOrganising
计划和组织能力
·Establishactionplansandschedulesformeetingdepartmentalpriorities根据部门的需要制定响应的行动计划
·Assignresponsibilities,allocateresourcesandco-ordinatetheactivitiesofyourselfandotherstomeetobjectiveseffectivelyandefficiently合理安排资源协调组织的活动,以有效的达到目标
·Prepareinductionprogramsfornewemployeesandallocatesufficienttimefortheirimplementation
为新员工准备详细工作计划并监督他们的执行
ImpactandInfl