酒店行李領(lǐng)班崗位職責(zé)

1、Page 3 of 4第3頁，共4頁Room to have a great start 成功的開始Bell Captai n行李領(lǐng)班Hotel Level:I -VDepartme nt:Rooms Divisio n酒店等級：一-五部門：房務(wù)部Job Band:8Reports To:Bell Captain /Concierge / Front Office Manager職位等級：8直屬上級：禮賓主管，禮賓部經(jīng)理，前廳部經(jīng)理JOB OVERVIEW 職位概述«Resp on sible for the efficie nt han dli ng of guest luggag

2、e, adher ing to proper check-i n and check-outprocedures, rosteri ng of staff, direct ing and supervis ing the uni form services staff and to check/mai ntain the clea nli ness of grou nd floor lobby and main en tra nee.負(fù)責(zé)按照正確的入住和離店工作程序高效率的處理客人的行李，編排工作人員的工作班次，指導(dǎo)和監(jiān)督身 著制服的員工，并檢查和保持一樓大廳和正門的衛(wèi)生保潔。?At Inte

3、rContinental Hotels & Resortswe want our guests to feel special, cosmopolitan and In the Knowwhich means we n eed you to: Be charm ing by being approachable, hav ing con fide nee and show ing respect.« Stay in the moment by understanding and anticipating guests' needs, being attentive a

4、nd takingown ership of gett ing things done.« Make it memorable by being knowledgeable, sharing stories and showing your style to create moments that make people feel special.在洲際酒店及度假村？，我們希望賓客感覺風(fēng)格獨(dú)特、時(shí)尚現(xiàn)代和深入洞悉，這意味我們需要你：*親切、充滿自信、體現(xiàn)尊重來展現(xiàn)富有魅力 的你。*理解和預(yù)測賓客的需要、做到細(xì)心周到、具主人翁精神、把事情辦好，保持專注當(dāng)下。見多識廣、分享閱歷、展現(xiàn)你的

5、風(fēng)格來創(chuàng)造令人感覺特別的時(shí)刻，做到令人難忘。DUTIES AND RESPONSIBILITIES 工作職責(zé) Ensure that all guest' s baggage are received and delivered upon arrival and departure even for baggagestorage pertaining to the procedure laid down in the Inter-Continental Hotels & Resorts Front OfficeMan ual依照洲際酒店及度假村前廳部工作手冊中規(guī)定的工作程序，確

6、保所有客人進(jìn)行交接班說明工作，確定了解 酒店活動(dòng)和運(yùn)營要求和抵店和離店時(shí)均有服務(wù)人員為其提送行李，甚至為其儲(chǔ)存。IHG Reward sjub Be thoroughly aware of arrivals and departures of each day with emphasis on VIP Members, groups and crew moveme nts.« 詳細(xì)了解每天客人進(jìn)行交接班說明工作，確定了解酒店活動(dòng)和運(yùn)營要求抵店和離店的情況，重點(diǎn)留意貴賓、優(yōu)悅會(huì)會(huì)員和團(tuán)組的活動(dòng)。« To work closely with Guest Relati ons O

7、fficer to en sure baggage for VIPIHG Rewards C,lub Membersare delivered promptly與賓客關(guān)系主任密切合作，以確保貴賓和優(yōu)悅會(huì)會(huì)員的行李得到迅速派送。« To assist the Doorma n and supervise on traffic con trol along the driveway duri ng peak hours«在高峰期對門僮進(jìn)行協(xié)助，并監(jiān)督對車道的交通控制。«Con ducts daily briefi ng and to en sure that all

8、uniform service staff are kept up to date, properly in structedand that all staff are properly dressed, n eat and clea n before start of duty. Similarly, staff appeara nee should rema in clea n, smart and tidy at all times.進(jìn)行每日例會(huì)，以確保所有著裝服務(wù)人員了解最新情況并得到正確指導(dǎo)，并保證工作開始前所有員工的穿 著均符合規(guī)定、干凈整齊。同樣，員工的外表也應(yīng)隨時(shí)給人以干凈、

9、精明和整潔的印象。« Be resp on sible for training Bellma n, Park ing Valets and Doorma n, in their respective jobs (by ide ntify ing tra ining n eeds)負(fù)責(zé)(通過發(fā)現(xiàn)培訓(xùn)需要)對應(yīng)接服務(wù)員、停車場服務(wù)員和門僮就其各自崗位職責(zé)進(jìn)行培訓(xùn)。« En sure that all staff are fully in formed and kno wledgeable on hotel facilities and its surrou nding are

10、as確保所有員工了解并熟知酒店設(shè)施及周邊區(qū)域的情況。* Ensure that the surrounding areas at the lobby level and main entrance are clean確保大廳和正門周邊區(qū)域的清潔。* Supervise the Park ing Valets in han dli ng guests' vehicles properly* 監(jiān)督停車場服務(wù)員對客人車輛合適處理。* Prepare n ewspaper orders and co-ord in ates with n ews ven dor for early delive

11、ry. Supervises Bellma n forn ewspaper delivery負(fù)責(zé)報(bào)紙預(yù)訂工作，并與報(bào)紙供應(yīng)商協(xié)調(diào)早晨送報(bào)事宜。監(jiān)督應(yīng)接服務(wù)員送報(bào)情況。* Ensuring that all equipment (trolley, etc.) are in proper condition and recorded properly確保所有設(shè)備(手推車等)保養(yǎng)良好并得到準(zhǔn)確記錄。* Must be fully con versa nt with emerge ncy evacuati on and fire procedures and en suri ng all uni fo

12、rmed staff are aware of these procedures熟知緊急情況疏散和防火工作程序，并確保所有穿著酒店工服裝的員工了解這些程序。ACCOUNTABILIT Y責(zé)任范圍Number of employees supervised 管理的員工DirectN/A直接無In directN/A間接無Ann ual Operat ing Profit/Payroll Budget-年度經(jīng)營利潤和薪金預(yù)算« N/A« 無Key Metrics -主要績效指標(biāo)« Completi on of assig ned tasks完成分配給的工作的情況Dec

13、isi on Making Resp on sibilities (Decisi on Rights) 決策職責(zé)(決策權(quán))-« N/A 無QUALIFICATIONS AND REQUIREMENTS任職要求Required Skills -技能要求* Commu ni cati on skills are utilized a sig nifica nt amou nt of time whe n in teract ing with others; dem on strated ability to in teract with customers, employees and

14、third parties that reflects highly on the hotel, the bra nd and the Compa ny.擁有在與他人交往時(shí)大多數(shù)時(shí)間所使用的溝通技能；完全代表酒店，品牌和公司與顧客，員工和第三方交 往的能力。* Able to read and write En glish*能夠讀寫英語Qualificati ons學(xué)歷* High School or Vocati onal Certificate in Hotel Admini strati on. Hotel Man ageme nt or equivale nt*具有高中或酒店行政管理，酒店管理或相關(guān)的專業(yè)證書。Experie nee -經(jīng)驗(yàn)* 1 year experie nee in guest service or customer service, or an equivale nt comb in ati on of educati on and experie nee.*擁有1年賓客服務(wù)工作經(jīng)驗(yàn)，或與此相當(dāng)?shù)慕逃拖嚓P(guān)工作經(jīng)驗(yàn)結(jié)合的背景。The statements in this job description are intended to describe the essential n