前厅接待主任工作职责.doc

Innovation, the key is to play the leading role of innovation in the innovation of science and technology. We have placed at the core of the overall development of science and technology innovation Location and develop technology, branding, quality as the core competitive advantages of regional innovation, better use of the multiplier effect on economic development. To strengthen scientific and technological cooperation. Around the forest and mineral resources of the deep processing, exploitation of technical innovation to promote transfer, transformation, application and popularization of scientific and technological achievements. We should improve the system of science and technology. Thoroughly implement the Central stream of deepening the reform of science and technology programme and the province issued regulations on scientific and technological progress, promoting the regions science and technology enterprises three years action plan, optimize the allocation of scientific resources, maximum release innovation potential of science and technology, and strive to better enterprise in seed industry and beyond, and more new Board listing. Sought to improve science and technology projects and administration. Strengthening science and technology innovation projects top design, and strive with national and provincial Thirteen-Five technology plans, actively seek national and provincial major science and technology projects, industrial projects and demonstration projects, supporting science and technology enterprises to increase scientific and technological investment in research and development and technology, research and Development Center, forming a number of technologies and products with independent intellectual property rights. (Specific to the XX, we will continue to do a good job in agricultural research and demonstration of County agriculture Park, rural agricultural demonstration base into full play the dual role of active counties to build cooperation with the provincial Agricultural University, introduction of advanced scientific research and experiments in promotion, promoting produce, learn, research development. Strengthening grass-roots agricultural technicians system construction and management to progressively increase the agricultural sensible quantities to build County XX County planting structure adjustment of agricultural technology-savvy experts. ), Third, we must strengthen human resources support. Talent is supporting the development of the first resource. Both the development of new industries, or corporate development requires talent as a lead. I was personnel structure characteristic of traditional forestry, professional and technical personnel more than 85% for culture, education, health and forestry personnel, pure business managers is less than 12%, with the capability of research and development professionals is not enough 1%, talent as a whole cultural structure of structure and low level of development房务部工作职责文件编号：GN-RFO-W-043版 次：1-1页 数：第 5 页 共5页主要职责：负责控制饭店前台接待处及收银的日常管理工作，通过有效的管理，确保员工向客人提供高质量、高效率的服务。向管理当局提供准确的统计报表。保持良好的各部门之间的合作关系。控制房间的状态并确保接待处各个班次的正常运作。职 位： 接待主任级 别：D工作时间： 8小时/天 工作区域：接待及收银处工作关系： 上 司 ：前厅经理 下 属：前台接待员 工作大纲：1.确保为所有客人提供快捷的入住登记服务：1.1.确保不断的更新每日的抵店、离店状况以及房间状态，保证正确的统计数据。1.2.确保所有的接待员合理的根据客人的要求为其安排房间，用良好的服务使客人满意并最大限度的提高饭店的住房率及效益。1.3.确保所有接待员为客人提供高效率的服务。2.发展客务关系：2.1.提供快速的入住登记。2.2.负责处理部分客人投诉。在需要帮助时通知值班经理。2.3.尽量满足客人的合理要求。2.4.及时向前厅经理/值班经理反映客人对饭店的意见及建议，以便改进工作。2.5.积极的发现日常工作中的问题并向管理当局提供改进意见。3.保证高效率的日常运作：3.1.熟知饭店的各项规章制度。3.2.熟知前台的各项操作规程并保证各接待人员都能认真执行。3.3.确保接待人员以礼貌大方的态度接待所有来客。3.4.确保所有来电都迅速的按饭店标准接听。3.5.检查每天的房间差异，并及时处理。 3.6.确保所有的当天预订都及时正确的录入电脑。3.7.合理安排当值员工的就餐时间。3.8.确保所有的客人资料都已正确的录入电脑。3.9.确保所有的存档资料都整齐有序。3.10.确保所有需要跟进的事情都详细的记录在交接班本上并知会相关人员。3.11.确保所有团队客人在到达时都能得到礼貌热情的问候。3.12.在团队客人抵达时同领队/导游确认团队的用餐时间、房间数量、叫醒服务等。3.13.确保收银接待员将所有的客人帐单都及时的正确无误的输入电脑。3.14.确保所有离店客人都已按付款方式结清帐单，收银员已将相关帐目录入电脑。3.15.确保所有保险箱租借服务都按照饭店规定程序操作。3.16.确保所有收银员都按规定在上班时交接备用金。3.17.确保所有收银员在下班前都按饭店规定将收入现金袋投入保险箱，并完成交接报告。3.18.参加部门例会及培训。4.提供问讯服务：4.1.及时更新前台的问讯服务资料本。4.2.确保所有客人留言都已按照饭店规定及时的进行处理。4.3.在所有客人抵达饭店登记时，接待员都须检查是否有该客人的留言、信件、包裹。4.4.确保所有接待员都严格按照饭店的程序为客人发放钥匙。5.创造高效率的工作环境：5.1.与饭店保安部、预订部、销售部、客房部、值班经理、商务中心、礼宾部保持良好的合作关系。5.2.确保前台工作区域保持干净、整洁。5.3.确保前台的文具、印刷品充足，并在每天随时补充。5.4.建立高效率的同各部门之间的沟通渠道。5.5.主持每日的员工例会。5.6.完成上级主管安排的其它工作。职位名称：接待主任决策/问题的处理：(工作中遇到问题或突发事件，能独立决策或请示上级给予正确方向。)内容 原则和限制1.客人房间分配及控制 1.根据饭店当时房态及相关政策 2.退款/减免款项控制 2.根据饭店财务政策及权限 3.超额预订控制 3.根据房间状态及饭店运作程序与预订部合作完成 饭店内部工作项目与关系：与饭店其他部门有直接工作联系需经常接触者。工作项目 需要的信息信息来源1.每日房间控制 1.房态报表 1.管家部2.当日新增预订情况 2.预订单 2.预订部3.可卖房数量 3.房间差异报告 3.管家部 工作项目提供的信息 信息接收1.月工作报告1.日常工作报告、培训计划 1.前厅经理收入统计分析饭店外部工作项目与关系：(需要接触的与工作有关的人际关系 )工作项目 交际目的1.公司客户 1.处理日常入住登记及查询；为相关客人提供折扣价2.客人 2.日常对客服务3.当地保安公司 3.传送每日住店客人资料工作职责规范 接待主管类别基本要求 备注基本常识交际技巧工作经验学历（或培训经历）性格外貌身材年龄语言其他1.熟悉部门运作制度和规范。2.熟悉本部的日常运作程序。3.了解前厅其它分部的日常运作程序。4.熟悉饭店各项服务设施及房间种类。5.有能力正确的报告部门的运作状况。1.有能力礼貌热情的接待客人。2.有能力处理客人的问讯及投诉。3.有能力向员工提供正确的工作方向并激励他们。4.有能力培训员工并对其表现作出评价。两年以上前台领班或主任工作经验 大专/旅游学校毕业积极的外向型性格，礼貌，热情，服务周到身材适中23-26良好的中英文听说能力酒店管理学校有耐心掌握第二门外语主管可根据实际工作的需要增加或更改员工的工作原则和职责.项次流程步骤要点说明服务语述配备123热情接待每位客人协助接待员为客人提供服务为客人服务面带微笑，要热情大方，声音甜美，语音适中。提供快速便捷的C/I登记确保客人的要求得到妥善处理，最大限度的提高饭店住房率及效率。负责处理部份客人投诉， 在需要帮助时通知值班经理，尽量满足客人合理的要求 早上好/下午好/晚上好欢迎光临/再次光临豪门大饭店 您请坐 先生/小姐，有什么需要我们帮忙？所有参加本项检修的正式工应为专业从事电机检修，且通过技能鉴定合格的人员。临时工应熟悉相应的设备系统工作环境，并且通过简单的技能培训合格，安规培训考试合格。Without leads, my transition would be struggling. To improve the talent mechanism. Recently, the Central Government issued a circular on opinions on deepening the reform of talent development system aimed at stimulating innovation to create the maximum of entrepreneurial activity. We to actual research developed implement views of implementation approach, further perfect prefectural last year introduced of 19 article talent policy, to through flexible introduced talent, and joint construction development center, and cooperation established focus laboratory, measures solution local talent short problem, implementation technology results pricing shares, and equity option incentive, and Division, award approach, guarantees talent to knowledge, and skills, and management, innovation elements participation interests distribution, in-depth implementation students introduced engineering and local students return engineering, Reverse the shortage situation as soon as possible. To further optimize the allocation of talent. Establishing and perfecting the talent flow system, improving horizontal and vertical mobility, promoting talent in the orderly flow of units with different properties and different areas, improve the wages, health benefits, job appraisal, pension policy, encouraging talent flows to the base first, production line, especially those business park, enterprise incubator . Policy, Tai Hing talent in the whole society, love, weight, using only wind, talent innovation create profit, honor, status, efforts to create a social media environment to encourage innovation, failure tolerated. Four to foster the market. Vibrant market, it is an important foundation for economic transformation and development. Inspire creativity is to enhance endogenous impetus for economic development. Padded short I industrial Panel, accelerating the pace of development, must be hard work on fostering market players. To activate the stock of State-owned enterprises. Through the transformation and upgrading of traditional industries, reshape the industry chain and the supply chain, more soft values. (XX, to highlight the industrial development plan, lead cultivation and cre