洲际客房主管工作描述（中英文）

? Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures 了解并坚持职业的、健康的、安全地立法、政策和程序。 ? Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly 熟悉财产安全、急救、火灾和紧急程序，并安全及时地对机器设备进行控制。 ? Initiate action to correct a hazardous situation and notify Manager of potential dangers 及时对危险的情形采取补救措施，并对经理通报存在的潜在危险。 ? Log security incidents and accidents in accordance with hotel requirements 根据酒店的要求对事件、事故进行记录。 Key Competencies 重要能力 Drive For Results 为业绩努力 Key Tasks 重要任务 ? Set high performance standards and pursue agreed goals (with your Manager) 设定更高标准的工作任务并坚持所定目标。（与经理一起） ? Strive for constant improvements and takes responsibility for achieving business results and persevere despite obstacles 为能获得持续的提高、完成商业成效和扫除障碍而努力。 ? Report problems to Management with suggestions for resolution 向管理层汇报问题并提出建议和相关决定。 Understanding Hotel Operations 了解酒店 ? Demonstrate an interest in and an understanding of issues relevant to your department and hotel and keep your knowledge up to date, including legislative information 了解、熟悉并对本部门和酒店的相关问题有兴趣，掌握最新的知识，包括一些法律知识。 ? Understands the hotel’s business priorities, products and services and has a good grasp how the department is run Copyright InterContinental Hotels Group

Last Updated: October 17, 2014

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了解酒店的商业权限、产品和服务，并掌握部门的运作模式。 ? Brings best practice to the attention of department, shares new ideas that have been read about or discovered 以最佳的实操对部门工作给予关注，与其分享以获的新的理念。 ? Clearly understands how their own role and the role of others impact employee satisfaction, guests and department performance 清楚地了解他们怎样接受任务，以及他人的工作任务和对员工的满意度、客人及部门业绩的影响 Problem Solving and Decision Making 解决问题和做出决定策 ? Diagnose problems and thoroughly analyse information to guide decision making 找出问题并全面分析相关信息以便做出正确的决策。 ? Evaluate and assimilate critical information when reaching conclusions and make logical, competent decisions 在做出结论和可行的决策时应评估、吸收客观的相关信息。 Customer Focus 顾客聚焦点 ? Build and maintain positive relationships with all internal customers and guests in order to exceed their needs 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。 ? Take action to address these needs in order to exceed their expectations 通过行动满足需求，甚至超出他们的期望值。 ? Create a positive hotel image in every interaction with internal and external customers 通过与顾客和内部员工的交谈为酒店树立良好的形象。 ? Adhere to hotel brand standards 坚持酒店的品牌标准。 ? Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests 保持产品和服务知识的高水准以便更好向顾客解说、出售酒店的服务及设Copyright InterContinental Hotels Group

Last Updated: October 17, 2014

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施。 ? Assist guests and escort them to locations within the hotel at their request 根据客人的需要，帮助和引导他们到酒店的各种场所。 ? Maintain knowledge of special programs and events in the hotel in order to recognize and respond to guests needs 了解关于酒店特别的节目及事情，以便知晓他们的需要并做出回复。 ? Maintain current Hotel information to be able to provide information to guests 了解酒店最新的信息以便为客人提供信息服务。 ? Implements procedures which enhance the guest experience 执行程序以便提升客人的感受经历。 Teamwork 团队 ? Demonstrate co-operation and trust with colleagues, supervisors, teams and across departments 信任同事、主管、团队并互相交流积极的成果。 ? Communicate well to ensure effective shift hand-overs 通过良好的交流确保交班工作的顺利进行。 ? Actively participate in wider hotel meetings 参与更多的酒店会议。 ? 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 专门与部门和酒店员工进行更为礼貌地接触，使其更具亲和力，增进团队精神并保持有 效的交流方式。 Adaptability 适应能力 ? Be comfortable and effective in an environment of ambiguity or change 在变化的环境中保持冷静和活力。 ? Work in line with business requirements in a flexible and optimistic manner Copyright InterContinental Hotels Group

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以积极、灵活的方式工作以符合经营的相关要求。 ? Complete tasks as directed by Management 通过管理手段有计划地完成任务。 ? Deputize in the absence of your Manager 在经理不在时作为经理的授权代表。 Planning and Organising 计划与组织 ? Establish action plans and schedules for meeting departmental priorities 确定工作计划和进度，以保证工作优先完成。 ? Assign responsibilities, allocate resources and co-ordinate the activities of yourself and others to meet objectives effectively and efficiently 指派工作职责，分配资源并调整自己的工作以便有效而有力地完成工作目标。 Impact and Influence 作用与影响 ? Promote your ideas persuasively, and shape the opinion of subordinates and overcome resistance 提高口才能力，并塑造、引导下属的观点并战胜阻力。 ? Build consensus for action and negotiate mutually beneficial solutions to problems 为行动创造舆论影响力，并互相商讨问题的解决方案 Implementation 执行 ? Work with your Manager to ensure you have a clear view of what is required to achieve results, and take action and responsibility to deliver it. Ensure your team meet deadlines and quality standards and tasks and projects are completed as required 与经理一起工作，确保自己对完成任务所需的要求有清楚的认识。 ? Adheres to and enforces the InterContinental Hotels Group Code of Conduct, Hotel Policy and Departmental Procedures 员工手册和酒店制度要符合据洲际酒店集团的管理规则。 Copyright InterContinental Hotels Group

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Leading and Developing People 领导与发展员工 ? Inspire others to excel by clearly communicating business values and direction, recognizing good performance and providing managerial support 通过商业价值和趋势的沟通交流来鼓励他们要超越他人，认可良好的业绩表现和提供管 理层的支持。 ? Develop potential of others through coaching and development opportunities to build organization capability for the future 通过训练和和培养有潜力的员工以便为将来储备人才组建组织机构。 Cultural Awareness 文化意识 ? Work effectively with customers and colleagues from different viewpoints, cultures and countries 与来自不同国家具有不同文化、观念的顾客和同事友好相处。 ? Work to understand and consider the global nature of the business 理解和重视全球的商业本质； Copyright InterContinental Hotels Group

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