• 五险一金
• 管理规范
• 包吃包住
• 带薪年假
• 岗位晋升
• 技能培训
• 人性化管理
• 员工生日礼物
• 领导好

JOB OVERVIEW职位概述

Under the general direction of the Assistant Front Office Manager and within the limits of established by 
InterContinental Hotels Group and local policies and procedures, oversees and directs all aspects of 
Telecommunication services to achieve the highest possible guest satisfaction. Promotes the desired 
work culture of winning ways of the InterContinental Hotels Group and the brand ethos.
在前厅部副经理总体指引下以及洲际酒店集团建立的政策和程序的范围内，监管和指导电信服务各
个方面，从而最大化让客人满意。促进洲际酒店集团及品牌精神的制胜之道所需的工作文化。

DUTIES AND RESPONSIBILITIES 工作职责

•Provide input for Front Office Departmental Meetings and deputize in cases of absence
在代表缺席的情况下为前厅部会议提供记录。
•Is trained to maintain accurate records.
准确记录相关信息
•Performs all related duties and services as assigned by the Manager - Service Express.
执行部门经理分派的制定任务和工作职责
•Responds to solve problems in the absence of Senior Management.
在部门经理不当班情况下，能及时解决相关问题
•Complies with all departmental policies, as well as hotel rules, regulations and policies and ensures that all Service Express Associate comply with the same rules and regulations.
遵守部门规定和酒店规定，所有员工一样遵守相关规定
•Ensure proper grooming of associates.
确保员工仪容仪表整洁
•Promote Inter-hotel sales and in house facilities
促进酒店销量和酒店设施。
•Directs, supervises and coordinates the activities in GSC department
指导，监督，协调宾客服务中心的员工及服务。
•Develops and implement procedures for proper handling in and out going telephone calls, facsimile transmission, rental equipment, lease telephone lines and other telecommunication services
发展和实施正确处理将电话、传真传输,租赁设备、租赁电话线和其他电信服务的程序。
•Investigates complaints regarding the Telecommunication services and the Operators and technicians, takes appropriate actions.
调查关于电话服务，职员和技术员工的投诉，并采取适当的惩处。
•Develops working plans to carry out goals, compares actual achievements against goal periodically, take necessary corrective actions
开发工作计划并实施目标,比较实际的成就与目标定期,采取必要的纠正措施。
•Manages and monitors the operation of all equipment’s, software, hardware and endure all units are working and installed properly
管理和监督所有员工对于操作设备、软件、硬件的正确安装。
•Maintains up to date list of all telecommunication equipment
维护和更新通讯设备和联系列表。
•Monitors the performance of PABX/Voice Mail/Call Accounting software and maintain logbook of equipment performance report
监测分机的性能、语音邮件、电话会计软件和维护日志的设备性能报告。
•Investigates and reports software problem to Vendors, coordinates interface problem solving with the hotel System Manager
向供应商调查和报告系统软件问题，与酒店经理一同解决系统界面问题。
•Maintains suitable record to process telephone calls in the billing system, and to maintain record of the room status up to the Brand minimum standards
在电话计费系统中保持纪录，并保持房间状态在品牌要求的最低标准之上。
•Maintains user documentation, PABX system reports, telephone list, and numbering plan leases agreement on rental lines, maintenance contract and local licenses
维护用户文档,电话系统报告、电话列表和编号计划租赁协议、维修合同和当地许可证
•Performs PABX data-base programming and regular service change to control class of service on all telephone sets in the hotel. 
执行数据库编程，以此改变酒店内所有分机的拨打权限。
•Works with superior in the preparation and management of the department’s budget and is aware of financial targets 
与上级的工作准备和管理部门的预算和已知的财务目标
•Facilitate Service Centre Manager to make hotel monthly telephone charge report.
协助服务中心经理按时提交每月酒店各分机和客房内电话使用费用报表
•Promotes inter-hotel sales and in-house facilities.
促进店内销售及推销酒店内的设施。
•Monitors the performance of PABX/Voice Mail/Call Accounting software and maintain logbook of equipment performance report
协助服务中心经理监督所有程控交换机，语音留言，计费系统的正常运作，并在交接本上记录所有设备的运作情况。
•Investigates and reports software problem to Vendors, coordinates interface problem solving with the hotel System Manager
协助服务中心经理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
•Demonstrate co-operation and trust with colleagues, supervisors, teams and across departments
展示与同事和主管，团队之间的信任及合作，跨部门之间的合作。
•Actively participate in and conduct organised meetings
积极参与和开展有组织的会议
•Interact with department and hotel staff in a professional and positive manner to foster good rapport, promote team spirit and ensure effective two way communication
与部门和酒店员工在专业和积极的态度,培养良好的关系,促进团队精神和确保有效的双向沟通
•Creates a positive and motivating working environment to all staff at all times.
在任何时候都要创建一个积极的工作环境并激励所有员工。
•To be a Teacher to all staff and not criticize them negatively for poor performance
成为所有员工的导师，而不是一味消极的批评相对差的工作业绩
•To work side by side with the staff member instead of just giving instruction.
要与员工肩并肩的工作，而不是一味的授课。
•Maintain inter-departmental relationships to ensure seamless customer service
保持部门内良好的关系以确保给客人完美的服务。
•Inspire others to excel by clearly communicating business values and direction, recognizing good performance and providing managerial support
通过交流商业价值和方向来激励员工，让其认识到自己良好的表现并提供管理上的支持。
•Develop potential staff through coaching and development opportunities to build organization capability for the future
通过训练来提高具有潜力的员工的能力和发展机会，让其在未来更有组织能力。
•Make sure department training program consistently and leading by example. 
确保部门培训计划·一贯以身作则。
•Conducts shift briefing s to ensure hotel activities and operational requirements are know.
组织班次简报确认所有人知道酒店活动和工作需求。
•Adhere to hotel brand standards
坚持酒店品牌标准
•Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests
为了顾客更加理解酒店的服务和设施，保持一个高水平的产品和服务的知识
•Maintain knowledge of special programs and events in the hotel in order to recognize and respond to guests needs
为了识别和应对客人的需要，维持酒店特别项目和事项的知识。
•Maintain current Hotel information to be able to provide information to guests
保证当前的酒店信息能够提供信息给客人
•Build and maintain positive relationships with all internal customers and guests in order to anticipate their needs.
为了预测他们的需求，与所有内部客户和客人建立和维护良好的人际关系。
•Take action to address these needs in order to exceed their expectations.
采取行动来解决客人的要求并超出客人的需求。
•Create a positive hotel image in every interaction with internal and external customers.
在每个内部和外部客户中创建一个积极的酒店形象。
•Actively obtains feedback from guests to improve services and facilities. 
积极从客人获得反馈来改善服务和设施。
•Drives customer delight and retention by being a role model in delighting guests in every single interaction.
通过酒店每一个部门，每一个员工的优秀表现来客人愉快。

QUALIFICATIONS AND REQUIREMENTS 任职要求

Required Skills –
•Appear confident, well groomed and dressed in a smart casual manner 
自信，良好的仪容仪表
•Personality:  warm, welcoming, smiling and pleasant
个性开朗，热情，愉悦
•Act with integrity
真诚
•Communicate effectively
有效地沟通
•Fair and firm Supervisory abilities
公平公正的管理技能
•Good Administration skills
很好的经营管理能力
•Hands-on approach to all operational aspects
熟悉所有手工操作流程
•Good  Communication Skills
良好的沟通技巧
•Initiative
主动性
•Self-motivated
自我激励
•Coaching Skills
良好的辅导、指导能力
•Good computer skills 
良好的计算机能力
•Train the trainer skills
良好的培训技巧
•Good Interpersonal Skills
良好的交际能力
•Knowledge of local laws and regulations related to Rooms
熟悉房务部的规章制度
•Proficiency in Opera, POS, PABX systems, 
熟悉Opera，POS，程控交换机系统
•Good Leadership Skills
良好的领导能力
•Fluency in English
良好的英语能力
•Proficiency in Microsoft Office software:  Word, Excel and PowerPoint, as a minimum
熟悉办公软件：文字处理，表格和幻灯片

Qualifications –资格证书
•Diploma or Vocational Certificate in Hotel Administration, Hotel Management or equivalent
具有酒店行政管理，酒店管理或相关的学士学位或大专水平。

Experience –经验
•3 years experience in front office / guest services or related discipline including supervisory             experience, or an equivalent combination of education and experience.  
拥有3年前厅或宾客服务或电话总机工作经验，包括管理经验，或与此相当的教育和相关工作经验结合的背景。

海南清水湾金普顿酒店将是海南的新度假生活方式引领者。酒店融合了海滨风情和低奢理念的设计气息，将创意与现代的美学汇合，运用灵活多变的空间设计，带来迷人的沉浸式体验，让宾客在公共区域，泳池，水疗，健身房，娱乐中心和园林中享受着私密和品质生活的度假体验。酒店还有精心设计且充满活力的餐厅和酒吧，将成为社交、打卡的新地标。它也同时将是聚集健康生活方式、放松身心，激活灵感的度假目的地。2024  敬请期待。