014JDExecutiveFloorButler

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

2、attend AM/PM briefing, get all the information. E.g. function, promotions and any other additional information.l 阅读交班本并跟进相关内容To read logbook and do the necessary follow up.l 准时安排早餐、下午茶及欢乐时光并提供卓越服务。To set up Buffet Breakfast, breakfast and Happy Hour on time, provide good service during these times.

3、l 清洁工作区域并保持整洁。To clean working area and keep it tidy. l 当班时使用自己的备用金并确保有足够的零钱。To use your own float money whenever you are on duty; make sure you have enough change.l 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。To check all stationery up front, must all complete and to prepare cold towel for arrival.l 为预抵的客人准备好入住登记表Al

4、l reg. Card is ready for arrival.l 为所有的VIP客人准备好欢迎赠品，并及时做好补充。All VIPs amenities and replenishment is set for the guest.l 为办理入住及离店手续的客人提供行李运送服务。Assist guest with luggage for check-in and checkout.l 完成每日的礼节性电话回访工作。To complete the daily courtesy call l 为客人办理入住及退房手续。Conduct Check-In & Checkout.l 引领所有

5、的VIP客人、常住客及回头客回房间。To escort all the VIPs, long staying guests and return guest to the room.l 完成本部门需跟进的事项。To complete the follow up and trace report for your section.l 准备好客人的用车安排。To prepare the transportation arrangementl 在机场迎接所有的VIP客人及其他客人。To meet all VIPs and other guest upon arrival at the airport

6、.l 完成当天延迟付款的账务To complete any late charge on the same day.l 确认并记录客人的订票信息。To complete the ticket reconfirmation and endorsement.l 为下一班同事的工作提供适当的协助。To do proper hand over for the next shift.l 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 responsibilitie

7、s assign to Guest Service assistant by Executive Floor Manager & Ass. Front Office Manager& Front Office Manager职位描述JOB PROFILE: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。Provides information to guest/visitor inquiries and coordinates all guest

8、 requests for special arrangements or services, courteously and efficiently. Escorts guest to rooms, informing guests of hotel services, features and room amenities. Attends to immediate needs of Executive Floor guests upon arrival and follow through attention throughout stay.· 学历EDUCATION:大学专科

9、以上学历 College Graduation 工作经验EXPERIENCEl 有酒店专业知识或培训经历Some college or training in hospitality industry. l 具有前台接待经验Previous experience as Front Desk Agent. l 具有收银经验Previous cashiering experience.· 能力COMPETENCIES:l 能够熟练运用电脑。Ability to input and access data in computer. l 能够发现并解决客人的需求。Ability to und

10、erstand guest inquiries and provide responses. l 能够与前台同事保持良好的人际关系Ability to promote positive relations with all individuals who approachthe Front Desk and by telephone. l 能够关注客人的需求，并始终保持冷静和礼貌。Ability to focus on guests' needs, remaining calm and courteous. l 头脑清晰，思维敏捷，能够果断决定。Ability to think cle

11、arly, quickly and make concise decisions. l 具备组织协调和跟进能力。Ability to prioritize, organize and follow up. l 能够承受工作压力。Ability to work well under pressure of multiple arrivals/departures within any given period of time. l 能够关注细节Ability to focus attention on details. l 能够维护酒店及客人的信息不被泄露Ability to maintain

12、confidentiality of all guests and hotel information. l 能够关注客房安全。Ability to ensure security of guest room access. l 能够长期保持将文具放在指定的地方。Ability to remain stationary at assigned post for extended periods of time.l 能够和其他部门紧密配合，具有团队合作精神。Ability to work cohesively with other departments and co-workers as pa

13、rt of a team. l 能够与礼宾部同事保持良好的人际关系。Ability to promote positive relations with all individuals who approach the Concierge Desk and by telephone。l 具备数字处理能力。Ability to compute accurate mathematical calculations. l 能够用英语和客人及管理层进行清晰愉悦的交流。Ability to clearly and pleasantly communicate in English with guests

14、/visitors, management and co-workers to their understanding, both in person and by telephone. l 能够与客人进行清晰的沟通并说明Ability to provide legible communication and directions.l 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TASK ACHIEVEMENT:l 灵活Flexibility

15、 l 结果导向Results orientedl 主动Take initiative 工作关系RELATIONSHIP:Internal: Front Desk Staff, Bell/Door Staff, Transportation Staff, PBX Staff, Concierge Staff, Reservations Staff, Front Office Management, Guest Service Managers, Sales, Housekeeping, Restaurant, Accounting, Engineering, Security. External

16、: Hotel guests/visitors, tour company representatives, limousine service personnel, other hotels.工作沟通COMMUNICATION:Corporate with Front Office each section.业务技能TECHNICAL COMPETENCIES· :l 了解收银知识Knowledge of cashier operationsl 了解酒店运营知识Knowledge of hotel business operations· 个人 特征 INDIVIDUAL

17、 CHARACTERISTICS:l 灵活性Flexibility in the schedulingl 以为客人服务为导向Customer service orientationl 了解多国文化Cross cultural sensitivityl 团队合作Teamwork / co-operationl 听说技巧Listening and oral skillsl 基本的写作技巧Basic writing skillsl 个性开朗Enthusiastic and pleasant personality· 其它技能（语音，电脑） OTHER SKILLS (LANGUAGE, COMPUTERS): l Fluency in local languagel Fluency in English l Fluency in a third language a plusl Proficiency in Opera 签名SIGNATURE日期DATE制定人 :