014JD-Executive-Floor-Butler

1、精品文档职位描述JOB DESCRIPTION职位私人管家JOB TITLE:Butler部门:前厅部DEPARTMENTFront Office级别:GRADE / LEVEL上级主管:行政楼层经理及主管REPORTS TOExecutive Floor Manager& Supervisor下属:RESPONSIBLE FOR修订时间:25th ,May,2010REVIEWED BY工作范围:行政楼层SCOPEExecutive Floor职责参加部门例会，获取各方面的酒店咨询，如：酒店推广活动，会议DUTIES/:情况及其他需知会的信息。To attend AM/PM brie

2、fing, get allRESPONSIBILITIESthe information.E.g. function,promotionsandanyotheradditional information.阅 读 交 班 本 并 跟 进 相 关 内 容 To read logbook anddothenecessary follow up.准时安排早餐、下午茶及欢乐时光并提供卓越服务。To set upBuffetBreakfast,breakfastand HappyHourontime,provide good service during these times.清洁工作区域并保持整洁。

3、To clean working area and keep ittidy.当班时使用自己的备用金并确保有足够的零钱。To use your ownfloatmoney whenever you areon duty; make sure you haveenough change.检查工作台上的文具是否充足并为预抵的客人提供冰毛巾。Tocheckall stationeryup front,must allcompleteandtoprepare cold towel for arrival.为预抵的客人准备好入住登记表All reg. Card is ready forarrival.为所

4、有的 VIP 客人准备好欢迎赠品，并及时做好补充。All VIPsamenities and replenishment is set for the guest.为办理入住及离店手续的客人提供行李运送服务。Assist guestwith luggage for check-in and checkout.完 成 每 日 的 礼 节 性 电 话 回 访 工 作 。 To completethedailycourtesy call。- 1 -欢迎下载精品文档为客人办理入住及退房手续。Conduct Check-In & Checkout.引领所有的 VIP客人、常住客及回头客回房间。T

5、o escort allthe VIPs, longstayingguestsand returnguesttotheroom.完成本 部门需 跟进 的事 项 。 Tocompletethefollowupandtrace report for your section.准 备 好 客 人 的 用 车 安 排 。 Topreparethetransportationarrangement在机场迎接所有的VIP 客人及其他客人。 To meet all VIPs andother guest upon arrival at the airport.完成当天延迟付款的账务To complete a

6、ny late charge on thesame day.确 认 并 记 录 客 人 的 订 票 信 息 。 To complete theticketreconfirmation and endorsement.为下一班同事的工作提供适当的协助。To do proper hand overfor the next shift.替换其他同事用餐。To relieve colleagues for meals.前厅部经理 / 前厅部副经理 / 行政楼层经理指派的其他关于对客服务的职责 Any other duties and responsibilities assign to Guest S

7、ervice assistant by Executive Floor Manager & Ass. Front Office Manager& Front Office Manager职位描述解答客人的问询，礼貌并有效地协调满足所有客人的特殊要求及服JOB PROFILE:务，护送客人去房间，并介绍酒店的服务项目、特色及房间里的欢迎赠品，当客人抵达时处理客人的及时需求并在其整个入住期间予以关注 。 Providesinformationtoguest/visitorinquiriesandcoordinatesallguestrequestsforspecialarrange

8、mentsorservices,courteouslyandefficiently.Escortsguesttorooms, informing guests of hotel services, features and roomamenities.AttendstoimmediateneedsofExecutiveFloorguests upon arrival and follow through attention throughout stay.? 学历:大学专科以上学历EDUCATIONCollege Graduation工作经验 EXPERIENCE有酒店专业知识或培训经历Som

9、e college or training inhospitality industry.具有前台接待经验Previous experience as Front Desk Agent.具有收银经验Previous cashiering experience.? 能力 COMPETENCIES:能够熟练运用电脑。Ability to input and access data incomputer.能够发现并解决客人的需求。Ability to understand guestinquiries and provide responses.能够与前台同事保持良好的人际关系Ability to

10、promotepositive relations with all individuals who approachthe Front Desk and by telephone.能够关注客人的需求，并始终保持冷静和礼貌。Ability tofocus on guests' needs, remaining calm and courteous.头脑清晰，思维敏捷，能够果断决定。Ability to thinkclearly, quickly and make concise decisions.。- 2 -欢迎下载精品文档具备组织协调和跟进能力。 Ability to priori

11、tize, organize and follow up.能够承受工作压力。 Ability to work well under pressure of multiple arrivals/departures within any given period of time.能够关注细节 Ability to focus attention on details.能够维护酒店及客人的信息不被泄露Ability to maintainconfidentiality of all guests and hotel information.能够关注客房安全。 Ability to ensure s

12、ecurity of guestroom access.能够长期保持将文具放在指定的地方。Ability to remainstationary at assigned post for extended periods of time.能够和其他部门紧密配合，具有团队合作精神。Ability to workcohesively with other departments and co-workers as partof a team.能够与礼宾部同事保持良好的人际关系。Ability to promotepositive relations with all individuals who

13、 approach theConcierge Desk and by telephone。具备数字处理能力。 Ability to compute accuratemathematical calculations.能够用英语和客人及管理层进行清晰愉悦的交流。Ability toclearly and pleasantly communicate in English withguests/visitors, management and co-workers to theirunderstanding, both in person and by telephone.能够与客人进行清晰的沟通

14、并说明Ability to provide legiblecommunication and directions.能够独立开展工作。 Ability to perform job functions with minimal supervision.管理 / 领导力MANAGEMENT/LEADERSHIP工作业绩灵活 FlexibilityTASK ACHIEVEMENT:结果导向 Results oriented主动 Take initiative工作关系 RELATIONSHIP:Internal: Front Desk Staff, Bell/Door Staff, Transpor

15、tationStaff, PBX Staff, Concierge Staff, ReservationsStaff, Front Office Management, Guest ServiceManagers, Sales, Housekeeping, Restaurant,Accounting, Engineering, Security.External: Hotel guests/visitors, tour companyrepresentatives, limousine service personnel, otherhotels.工作沟通 COMMUNICATION:Corp

16、orate with Front Office each section.业务技能?:了解收银知识 Knowledge of cashier operationsTECHNICAL COMPETENCIES了解酒店运营知识 Knowledge of hotel business operations?个人特征:灵活性 Flexibility in the scheduling。- 3 -欢迎下载INDIVIDUAL CHARACTERISTICS精品文档以为客人服务为导向 Customer service orientation 了解多国文化 Cross cultural sensitivit

17、y 团队合作 Teamwork / co-operation听说技巧 Listening and oral skills基本的写作技巧 Basic writing skills个性开朗 Enthusiastic and pleasant personality? 其它技能（语音，电:Fluency in local language脑 ）Fluency in EnglishOTHER SKILLSFluency in a third language a plus(LANGUAGE,Proficiency in OperaCOMPUTERS)签名日期SIGNATUREDATE制定人:PREPAREDBY:部