Responsiblefor ensuring all revenues are recorded accurately generated in the hotel and club, anddiscrepancies reported on a timely basis. And reconcile advance deposits andaccounts receivable ledger to ensure that revenues are maximized.
负责确保酒店及俱乐部所有的营业收入被准确记录，任何账目的出入及时予以汇报。协调推进存款和应收账款分类帐, 确保收入最大化。
CORE WORK ACTIVITIES岗位主要工作职责
Administration
行政
l Follow hotel rules and punch attendance cards at regulated time as wellas manual attendance record register.
遵守酒店规章制度，按时上下班打卡并登记手工考勤。
l Ensure grooming of the staff as per hotel standard.
确保员工保持酒店微笑服务的标准。
l Ensure that subordinates are performing their tasks properly andefficiently.
确保下属员工工作正确、有效。
l Process disciplinary action of the staff should there be a necessity.
如有必要对下属进行纪律约束。
l Participate in the selection process of staff.
参与员工的选拔工作。
l Recommend staff promotion as and when it is necessary.
必要时推荐对员工的提升。
l Check employees’ executive condition to professional behaviour.
检查部门员工职业行为规范的执行情况。
l Ensure that the staff under his/her supervision are on the job and donot gossip while on duty.
确保下属员工到岗且在工作时间不闲谈。
l Regular assessment and check to staff performance.
定期评估与考核下属员工的工作情况。
l Keep the communication with employees and feedback the staff suggestionto Operation Manager or Finance Controller.
l 保持与员工的对话，及时将员工意见反映给财务运营经理或财务总监。
FunctionalResponsibilities
工作职责:
l Work in conjunction with Front Office, Sales, Food and BeverageDepartments to ensure compliance with corporate procedures.
工作中与前厅、销售部、餐饮部联系，确保遵守酒店程序。
l Ensure Hotel Credit Policy is followed and enforced.
确保遵守和加强饭店信用管理程序。
l Complete knowledge of the A/R clerical functions.
完全了解应收帐款业务。
l Process applications for credit facilities for companies, groups,functions, etc.
处理公司、集团等的信用申请。
l Review “Credit Check or High Balance report for in house credit controleach day for credit limits and follow-up of charge back arrangements. Documentwhat steps were taken to verify the ability of guests on “high -balance” reportto pay their balances.
作为店内信用控制，每天检查“信用或最高信用额度”报告，以确定信用限度和后续的收款安排。在“最高信用额度”报告中记录应采取什么样的措施来确认客人偿还透支的能力。
l Call on overdue Travel Agency accounts.
催促过期求付的旅行社帐款。
l Respond to and resolve accounts queries in conjunction with accountsreceivable.
与应收帐会计一起回答并解决帐目质疑。
l Action daily charge requests from reservations and front desk.
处理每天预定处和总台的收费请求。
l For old corporate or convention/banquet debtors liaise with salesrepresentative or conventions manager for pursuit of outstanding accounts andfollow up on action taken.
对原有的公司或会议/宴会债务人，联系销售代表和会议经理，追踪未付的帐款并采取相应的措施。
l Review City Ledger daily for correct posting of charges and takecorrective action where necessary.
每天检查挂帐，确保将收费正确入帐并在必要的地方加以更正。
l Reconcile payment discrepancies and take action to resolve any Neverallocate overpayments or unallocated cheques towards another account orinvoice; if it cannot be resolved immediately, leave it floating.
核查付款中不一致的地方并采取行动解决；不允许将多付的钱款或不可划分的支票划到另一些帐目或发票上；如果不能立即解决问题，请马上汇报。
l Processing of daily charge back request received from Reservations.
处理从预定处收到的每天收款请求。
l Follow up on overdue accounts –to legal actions if necessary.
追讨过期未付帐款，必要时采用法律手段。
l prepare management reports for month end analysis (A/R Analysis) and toprovide documentation for Credit Meeting.
准备月末分析（应收帐款分析）管理报告。为信用会议提供文件。
l Conduct monthly Credit Meeting highlighting monthly performance, baddebts, staff accounts outstanding and discuss any accounts causing concern forfollow up.
召开每月信用会议，突出介绍每月业绩、坏帐、员工应付未付帐目并讨论任何需要继续关注的帐目
l Responsible for ensuring that all revenue (income) of the hotel has beencorrectly recorded.
负责保证酒店每天的收入已被如实记录。
l To review that all rebates and allowances are properly authorized.
审阅所有减款及折扣是否经过批准。
l To review daily revenue Report/Revenue Journal.
审阅每天的审计报表，总经理报表及每天收入报表。
l To review the City Ledger checks with the supporting.
审阅挂帐单据。
l Audits and reconciles advance payments and ensures payments have beenapplied
审计和调节每天客人预付定金，并确保付款已到位。
l To check up Night Clerk report (checking of rooms occupied, number ofguests, room rates, and number of crews).
审查夜审报告（检查已入住客房数量、客人人数、房价、员工人数）
l To ensure and verify the following: Addition / Room rates/ Housekeeper’sreport/ Departure time & day use room charge where applicable/ Availablerooms/ Room’s other income/ House use rooms/ Complimentary…
保证并核对以下事项：总数/房价/管家部报告/离店时间及半天房/可用房间数/客房其它收入/高级员工住房用房间/免费房…
l To check up paid bills and verify the following: Departure time/ Tocalculate travel agent’s commissions of paid bills
检查已付款的帐单并核对以下事项：离店时间/计算已付款的帐单中的旅行社佣金
l To verify and check the following:
检查以下事项：
1) Corrections/ Rebates/ Transfer DR/CR vouchers
修改之处/折扣/传递收支单据。
2) To check cash float of all cashiers.
检查所有收银的现金流转情况。
3) Keep in contact with theExternal Auditor, prepare everyaudit work.
保持与外部审计的联系，完成每次审计的准备工作.
4) To check Guest Ledger balance.
核对协议挂帐的平衡性。
5) Reduce hotel bad debt loss, and the rate can’t higher than 5%
降低酒店坏账损失，坏账发生率不得高于5%
6) The account receivable average recovery day should control in 90 daysexcept owner account.
除业主账外，应收账款回收天数应控制在90天之内
Training and HumanResources
培训和人力资源
l Planning and revise department manning within hotel’s policy and guide,to interview and hire associates.
配合酒店政策制定及调整部门人员编制，招聘下属员工。
l Prepares detailed induction programs for new staff.
为新员工做详细的工作计划。
l Regularly communicates with staff and maintains good relations.Establishes and maintains effective employee relations.
定期与员工交流，建立和保持良好的员工关系。
l Make sure staff attend various training organized by hotel ordepartments on time.
确保能够准时参加酒店及部门组织的各种培训。
l Ensure wherever possible that staffs are provided with a work place freeof discrimination, harassment and victimisation.
l确保无论何时都应提供给大使们一个没有歧视、骚扰和迫害的工作环境。
l Treat complaints of harassment and discrimination promptly andconfidentially.
l快速和保密地处理有关骚扰和歧视的投诉。
l Treat customers and colleagues from all cultural groups with respect andsensitivity.
l对待来自不同文化背景的客人和同事都应给予尊重和体贴。
l Identify and deal with issues which may cause cross cultural conflict ormisunderstanding.
l辨认并处理可能由不同文化引起的矛盾和误解事件。
Guest ServiceResponsibilities
对客服务的责任
· Maintains appropriatestandards of dress, hygiene uniforms, appearance, posture and conduct ofdepartment employees.
保持本部门员工服装适当规范、制服整洁、仪容仪表的规范。
· Provide passionate andenthusiastic service for internal staff and external guests with Suning HMC standard.
依照苏宁酒店管理公司品牌标准，礼貌热情地为外部客人及内部员工服务。
· To handle the guest complainactively, to deal with the guest with win-win result.
主动参与处理客人投诉，妥善处理，即让客人满意也要维护好酒店
ProfessionalTechnical Responsibilities
专业技术责任
· Effectivecommunication skills in both Chinese & English.
有效的中英文沟通能力。
· Strong guestinteraction and interpersonal skill.
优秀的对客服务和沟通技巧。
· Possess leadershipquality and supervisory skills, independent, committed and well-organized.
具备领导才能，独立性强、忠诚可靠并具良好的组织计划能力。
· Be good at trainingand develop the team members.
具备良好的培训及培养下属的能力。
· Be expert of Opera.
熟练操作Opera系统。
· Be expert of OfficeSoftware.
熟练操作办公软件。
Miscellaneous
其他
· All staffs arerequired to comply with every reasonable request from their hierarchicalsupervisor(s) within an amount of time that it takes to comply under normalcircumstances.
所有员工在工作中都被要求遵守直接主管所发出的一切合理要求，并且遵循、完成工作。
· All staffs may beassigned to other duties in the hotel as and when required by business levels.
当涉及到商业层面时员工须签署酒店内相关其他责任。
· Protect publicproperty and save energy.
爱护酒店公共财物，节约能源。
GENERAL DUTIES:
一般职责
· Abide by Hotel’s andDepartment’s policy & procedure.
遵守酒店及部门的各种规章制度。
· Perform other relatedduties & special projects as assigned by the supervisor
随时执行上级分配的其他相关任务或特殊项目。
Health and Safety
健康与安全
· Ensure that allpotential and real Hazards are reported immediately and rectified
确保所有潜在的和实际的危险是被立即报告和纠正的。
· Be fully conversantwith all departmental Fire, Emergency procedures
熟悉各个部门的消防、紧急处理程序。
· Ensure that allemergency procedures are rehearsed, implemented and enforced to provide for thesecurity and safety of guests and Staffs
为了客人们和员工们的安全和消防安全，必须确保所有的紧急程序都被预演、落实和实施。
· Ensure the safety ofthe persons and the property of all within the premises by fairly applyingHotel Regulations by strict adherence to existing laws, statutes etc.
在公平的酒店规则和严格遵守的法律法规下，确保在酒店内所有人的人生和财产安全。
· Ensure all Staffwithin the department work in a manner which is safe and unlikely to give riskof harm or injury to selves or others
确保所有员工都在部门内以安全的方式操作，避免不安全的或者不适合的冒险的行为造成自己或者其他工作人员的损伤或不便。
Confidentiality
保密制度
· Ensureconfidentiality and secure storage of all intellectual property and data bases,both hard copy and electronic. Adhere to Group Internet and Emailpolicy
确保保密和安全的存储所有知识产权和数据，包括所有印刷品和电子软件。遵守集团互联网和电子邮件政策。
· Ensure Hotel,Customer and Staff Information or transactions are kept confidential during orafter employment with the company.
保证酒店、客户和员工的信息，交易期间或在公司就业后信息保密。
To be fully conversantwith:
需要遵守的
l Hotel Finance procedures
酒店财务政策与程序
l Hotel fire procedures
酒店消防程序
l Hotel security procedures
酒店安全程序
l Hotel Health and Safety policy and procedures
酒店健康和安全政策和程序
l Hotel Facilities and attractions
酒店设施
l Hotel standards of operation and departmental procedures
酒店运行标准和部门运行程序
l Methods of accepted payment of the company
企业可以接受的付款方式。
l Short and long term company marketing promotions
酒店长短期市场促销政策。
NOTE
备注：
This document reflects the job content at timeof writing and will be subject to periodic change in the light of changingoperational and environmental requirements. Such changes will be discussed with the job holder and the jobdescription amended accordingly.
本文件反映的相关岗位职责以尽数列出，其内容会根据业务和环境的要求阶段性变化。相应变化将与该岗位员工沟通，并且岗位职责描述也将根据实际情况进行修改。
