酒店礼宾主管岗位职责.doc

Concierge 礼宾主管礼宾主管 Room to have a great start 成功的开始成功的开始 Hotel Level 酒店等级酒店等级 I V 一一 五五 Department 部门部门 Rooms Division 房务部房务部 Job Band 职位等级职位等级 7 7 7 Reports To 直属上级直属上级 Chief Concierge Front Office Manager 礼宾部经理 前厅部经理礼宾部经理 前厅部经理 JOB OVERVIEW 职职位位概述概述 Responsible for providing accurate information concerning hotel facilities venues and functions and handling guest inquiries Supervises the issue of keys mail messages telegrams and parcels to the guests 负责提供关于酒店设施 场所和功能的准确信息并答复客人的问询 管理客人的钥匙 信件 留言 电报 和包裹等 Coordinate guests needs requests and inquiries to ensure superior service and value for our guests 协调客人的需求 要求和问询以确保提供卓越和超值的服务 At InterContinental Hotels 详细了解当日活动情况并留意各种潜在问题 Maintain detailed knowledge of key occurrences in your city location including directions to key points of interests restaurants theaters shopping cinemas sporting and recreational facilities banks consulates transport systems and special events 详细了解所在城市和地区的情况 包括去往主要地点的路线 以及关于餐馆 剧场 商场 电影院 体育 场馆 娱乐设施 银行 领事馆 交通系统和特殊活动的信息 Maintain adequate supplies of forms brochures and ensure they are presented in line with hotel standards 保证供应足够的表格和手册 并确保其质量达到酒店标准 Consult Log Book for information request left by outgoing shift 查阅交班人员的工作日志 寻找相关信息和要求 Manage all incoming guest mail messages telexes facsimiles and special deliveries in accordance with policy 按照相关政策 对发给客人的信件 留言 电传 传真和特快专递进行管理 Manage outgoing guest mail courier services postage of parcels and freighting as directed by guests 按照客人的要求 对客人寄出的邮件 通过信使服务寄送的信件 包裹的邮资和货运进行管理 Maintain order and security of guest keys and other selected keys kept in Front Office ensuring key issue policy is followed 遵守钥匙管理政策 保证客人的钥匙及其它存放在前厅部的的钥匙的安全与有序管理 Receive telephone calls and take messages for guests who are out in accordance with hotel policy 依照酒店政策 替外出的客人接听电话和留言 Record incoming registered mail telegram parcel telex in appropriate file 在相应的档案上对寄给客人的挂号信 电报 包裹和电传进行记录 Night staff check mail message of expected guests against the system computer and expected arrivals 夜岗人员按照电脑系统和预抵房记录对预抵客人的邮件和留言进行查收 Prepare efficient work schedule for Bell staff arranging holidays and vacations taking into consideration projected occupancy and forecasts and any large group movements especially those with early or late arrivals and departures 在考虑入住情况预测以及大规模的团组活动 特别是关于提前或延迟到达及离店的情况的前提下 为行李 服务部员工准备高效的工作计划 安排节日和假日 Works with Superior and Human Resources on manpower planning and management needs 与上级领导和人力资源部一起进行人力规划和管理需求 Works with Superior and Director of Finance in the preparation and management of the Department s budget 与上级领导和财务总监一起编制和管理部门预算 ACCOUNTABILITY 责任范围责任范围 Number of employees supervised 管理的管理的员员工工 Direct Bell Captain 直接 行李部主管 Indirect N A 间接 无 Annual Operating Profit Payroll Budget 年度年度经营经营利利润润和薪金和薪金预预算算 N A 无 Key Metrics 主要主要绩绩效指效指标标 Completion of assigned tasks 完成分配给的工作的情况 Handling of guests requests 处理宾客的要求 Decision Making Responsibilities Decision Rights 决策决策职责职责 决策决策权权 Within the authority as assigned for Hotel Band 7 role 酒店职位 7 级所拥有职权范围 QUALIFICATIONS AND REQUIREMENTS 任职要求任职要求 Required Skills 技能要求技能要求 Communication skills are utilized a significant amount of time when interacting with others demonstrated ability to interact with customers employees and third parties that reflects highly on the hotel the brand and the Company 拥有在与他人交往时大多数时间所使用的沟通技能 完全代表酒店 品牌和公司与顾客 员工和第三方交 往的能力 具有良好写作技能 Proficient in the use of Microsoft Office and Front Office System 熟练使用微软办公软件和前台系统 Problem solving organizational and training abilities 具有解决问题 组织和培训能力 Qualifications 学学历历 Diploma or Vocational Certificate in Hotel Administration Hotel Management or equivalent 具有酒店行政管理 酒店管理或相关的大专学历或职业证书 Experience 经验经验 1 years experience in concierge or related discipline or an equivalent combination of education and experience 拥有 1 年礼宾部工作经验 或与此相当的教育和相关工作经验结合的背景 The statements in this job description are intended to describe the essential nature and level of work being performed They are