礼宾部各岗位职责说明书

11/11更多资料请访问.()JOBDESCRIPTION职责描述JOBTITLE:职称ConciergeCaptain礼宾领班AREA/DEPARTMENT:部门RoomsDivision/FrontOffice/BellServices房务部/前厅部/行李服务JOBBAND:职位级不8HOTELLEVEL:酒店级不I-VREPORTSTO:上属ConciergeSupervisePOSITIONSSUPERVISED:下属Bellman/Doorgirl行李员/门僮JOBSCOPE:职责范围Responsibleforprovidingaccurateinformation,concerninghotelfacilities,venuesandfunctionsandhandlingguestinquiries.Supervisestheissueofkeys,mail,messages,faxandparcelstotheguests.PromotesthedesiredworkculturearoundTrust,Integrity,Respect,OneTeamandServiceoftheOCTInternationalHotelManagementCompanyandthebrandethos.向客人提供准确的酒店相关服务信息，回答客人问讯监督信件、留言、传真和包裹的分发工作。努力制造良好的工作氛围，做到老实、相互尊重、以及良好的团对合作精神。KeyResponsibilities要紧职责Assistguestswithallinquiries,bothhotelandnon-hotelrelated给予所有店内客人以必要的关心和协助。BethoroughlyawareofarrivalsanddeparturesofeachdaywithemphasisonVIP’s,groupsandcrewmovements.每天随时注意抵达和离开酒店的贵宾和团队的信息以及职员动态。ToworkcloselywithCEOManagertoensurebaggageforVIP’s,PriorityClubMembersaredeliveredpromptly同首席来宾体验经理紧密协作保证贵宾的行李正确的送到房间。ToassisttheDoormanandsuperviseontrafficcontrolalongthedrivewayduringpeakhours协助门童治理监督在高峰期门前车道顺畅无阻。Preparenewspaperordersandco-ordinateswithnewsvendorforearlydelivery.SupervisesBellmanfornewspaperdelivery与报纸发行商保持紧密联系。监督行李员的报纸分发正确无误。Ensuringthatallequipment(trolley,etc)areinproperconditionandrecordedproperly保证各项服务设备的良好运转比如：行李车等。Conductsdailybriefingandtoensurethatalluniformservicestaffarekeptuptodate,properlyinstructedandthatallstaffareproperlydressed,neatandcleanbeforestartofduty.Similarly,staffappearanceshouldremainclean,smartandtidyatalltimes.确保班前职员制服正确穿着洁净。随时检查职员仪容仪表。Ensurethatallstaffarefullyinformedandknowledgeableonhotelfacilitiesanditssurroundingareas保证职员熟悉酒店的各项服务设施的运做情况Ensurethatthesurroundingareasatthelobbylevelandmainentranceareclean保证酒店大堂和正门区域卫生洁净整洁Conducteffectiveshiftbriefingstoensurehotelactivitiesandoperationalrequirementsareknown熟悉掌握酒店所有的营运设施情况Maintaindetailedknowledgeoftheactivitiesofthedayandalerttoanypotentialproblems处理日常问题并对潜在的问题提出警示。Maintaindetailedknowledgeofkeyoccurrencesinyourcity/locationincludingdirectionstokeypointsofinterests,restaurants,theaters,shopping,cinemas,sportingandrecreationalfacilities,banks,consulates,transportsystemsandspecialevents熟悉掌握当地各种信息的变化包括：餐厅、剧场、商场、电影院和运动场以及各种娱乐设施的情况。以及银行、咨询和交通方面的信息和重大活动安排。Maintainadequatesuppliesofforms,brochuresandensuretheyarepresentedinlinewithhotelstandards保证足够的日常工作用品和酒店的宣传资料并按照酒店的标准摆放。Manageallincomingguestmail,messages,facsimilesandspecialdeliveries,inaccordancewithpolicy依照酒店的标准治理进店信件、留言、传真和需要分发的物品。Manageoutgoingguestmail,courierservices,postageofparcelsandfreightingasdirectedbyguests依照酒店的规定或客人的特不需要处理出店的信件、快件、包裹等。Receivetelephonecallsandtakemessagesforguestswhoareout,inaccordancewithhotelpolicy依照酒店规定接听电话，为外出的客人留言。Recordincomingregisteredmail,parcel,inappropriatefile进店挂号信和包裹作好记录。Nightstaffcheckmail,messageofexpectedguestsagainstthesystem/computerandexpectedarrivals夜班职员依照房间预定检查可能抵达客人的留言和传真并做好记录。PrepareefficientworkscheduleforBellstaff,arrangingholidaysandvacations,takingintoconsiderationprojectedoccupancyandforecastsandanylargegroupmovements,especiallythosewithearlyorlatearrivalsanddepartures合理安排职员班次、假期和休假，在出租率高峰期、重大接待活动时保证充足的人手Mustbefullyconversantwithemergencyevacuationandfireproceduresandensuringalluniformedstaffareawareoftheseprocedures确保所有职员熟悉掌握紧急情况的处理程序HumanResourceandTrainingResponsibilities人力资源和培训职责WorkswithSuperiorandHumanResourceManagertoensurethedepartmentalperformanceofstaffisproductive.Dutiesinclude:紧密同人事部门经理的合作，保证部门职员的合理数量。职责包括：Conductonthejobtraininginaccordancewiththedepartmentalstandardsandproceduresandmaintainarecordofprogressforeachstaffmember依照部门运做程序和标准进行职员培训并做好培训记录。Provideinputforprobationandformalperformanceappraisaldiscussionsinlinewithcompanyguidelines依照酒店标准的对新职员做出使用期评估。EnsurenewstaffattendCorporateOrientationwithinfirstmonthofhire确保新职员参加入职第一个月的入职培训。Coach,counselanddisciplinestaffinbreachofhotelpoliciesanddepartmentalprocedures,providingconstructivefeedbacktoenhanceperformance培训、指导职员参加培训听取职员意见提高职员的工作能力。FinancialResponsibilities财务职责Workswithsuperiorinthepreparationandmanagementofthedepartment’sbudgetandisawareoffinancialtargets熟悉、治理部门的各项财务预算情况。要紧职责包括：Recycleswhere-everpossibleandenforcescostsavingmeasurestostaff随时随地提醒职员注意成本操纵OccupationalHealthandSafetyResponsibilities职业健康和安全职责DemonstrateAwarenessofTheInterlakenOCTHotelShenzhenpoliciesandproceduresandensureallproceduresareconductedsafelyandwithinhotelguidelinesandensureyourdirectreportsdothesame服从深圳茵特拉根华侨城酒店的安全操作规程。并在酒店指导下操作。Beawareofdutyofcareandadheretooccupational,healthandsafetylegislation,policiesandprocedures清晰酒店的职业要求以及健康、安全的规章制度的制度和程序。Befamiliarwithpropertysafety,firstaidandfireandemergencyproceduresandoperateequipmentsafelyandsensibly熟悉消防、抢救以及紧急突发事件的处理程序。Initiateactiontocorrectahazardoussituationandnotifysupervisorsofpotentialdangers正确处理紧急事件同时通知主管潜在的危险。Logsecurityincidentsandaccidentsinaccordancewithhotelrequirements依照酒店规定正确记录突发事件和意外事故KeyCompetencies要紧能力KeyTasks要紧任务DriveForResults为目标努力Sethighperformancestandardsandpursueagreedgoals(withyourManager)建立高标准的工作标准（经部门经理批准）。Striveforconstantimprovementsandtakesresponsibilityforachievingbusinessresultsandperseveredespiteobstacles不断提高自身的能力，坚持不懈达到目标的责任心ReportproblemstoManagementwithsuggestionsforresolution向治理层汇报问题并提出建设性的解决意见UnderstandingtheBusiness了解酒店运营Demonstrateaninterestinandanunderstandingofissuesrelevanttoyourdepartmentandhotelandkeepyourknowledgeuptodate,includinglegislativeinformationUnderstandsthehotel’sbusinesspriorities,掌握有关部门和酒店的业务知识同时经常更新。Productsandservicesandhasagoodgrasphowthedepartmentisrun熟悉了解各部门的运做情况。Bringsbestpracticetotheattentionofdepartment,sharesnewideasthathavebeenreadaboutordiscovered提供良好的部门培训，分享共同讨论的新观点Clearlyunderstandshowtheirownroleandtheroleofothersimpactemployeesatisfaction,guestsanddepartmentperformance清晰的掌握本部门的运做情况，了解阻碍职员、客人和其他部门中意的因素。ProblemSolvingandDecisionMaking推断和解决问题Diagnoseproblemsandthoroughlyanalyseinformationtoguidedecisionmaking完全分析问题的缘故并做出正确的决定Evaluateandassimilatecriticalinformationwhenreachingconclusionsandmakelogical,competentdecisions分析相关信息做出合理的决定CustomerFocus聚焦顾客Buildandmaintainpositiverelationshipswithallinternalcustomersandguestsinordertoanticipatetheirneeds与其他部门建立良好的协作关系。Takeactiontoaddresstheseneedsinordertoexceedtheirexpectations提供超值服务Createapositivehotelimageineveryinteractionwithinternalandexternalcustomers给进出酒店的客人积极主动的印象Adheretohotelbrandstandards坚持酒店标准Maintainahighlevelofproductandserviceknowledgeinordertoexplainandsellservicesandfacilitiestoguests保持高质量的服务。随时向客人销售酒店的设施和服务产品Maintainknowledgeofspecialprogramsandeventsinthehotelinordertorecognizeandrespondtoguestsneeds随时向客人提供酒店的特不服务和最新产品。MaintaincurrentHotelinformationtobeabletoprovideinformationtoguests确保提供给客人最新的酒店信息Innovation创新Demonstrateco-operationandtrustwithcolleagues,supervisors,teamsandacrossdepartments与本部们和其他部门保持良好的合作Communicatewelltoensureeffectiveshifthand-over保证每个班次的良好沟通和交接Activelyparticipateinandconductorganizedmeetings积极参加酒店组织的各个活动Interactwithdepartmentandhotelstaffinaprofessionalandpositivemannertofostergoodrapport,promoteteamspiritandensureeffectivetwowaycommunication积极和善的合作态度。发扬团队精神保证沟通顺畅Teamwork团队合作Beopentonewideasandmakechangesinthejobandroutineasrequired不断更新工作方法，提出新的工作建议Workinlinewithbusinessrequirementsinaflexibleandoptimisticmanner顺应不断变化的工作要求。CompletetasksasdirectedbyManagement完成治理层交给的工作。DeputizeintheabsenceofyourManager经理不在时行使治理职责Adaptability适应能力Establishactionplansandschedulesformeetingdepartmentalpriorities提早组织安排部门的会议。Assignresponsibilities,allocateresourcesandco-ordinatetheactivitiesofyourselfandotherstomeetobjectiveseffectivelyandefficiently合理有效的安排工作打算，负责实施。ImpactandInfluence阻碍力和感染力Promoteyourideaspersuasively,andshapetheopinionofsubordinatesandovercomeresistance良好的语言表达能力能够改变下属的观点Buildconsensusforactionandnegotiatemutuallybeneficialsolutions.听取大多数人的建议协商解决问题LeadingandDevelopingPeople领导和进展职员WorkwithyourManagertoensureyouhaveaclearviewofwhatisrequiredtoachieveresults,andtakeactionandresponsibilitytodeliverit.Ensureyourteammeetsdeadlinesandqualitystandard