禮賓部領(lǐng)班崗位職責(zé)說明

1、IvanJOBTITLE:職稱AREA/DEPARTMENT:部門JOBBAND:職位級別HOTELLEVEL:酒店級別REPORTSTO:上屬POSITIONSSUPERVISED:下屬JOBSCOPE:職責(zé)圍JOBDESCRIPTION職責(zé)描述ConciergeCaptain禮賓領(lǐng)班RoomsDivision/FrontOffice/BellServices房務(wù)部/前廳部/行服務(wù)8I-VConciergeSuperviseBellman/Doorgirl行員/門僮Responsibleforprovidingaccurateinformation,concerninghotelfacili

2、ties,venuesandfunctionsandhandlingguestinquiries.Supervisestheissueofkeys,mail,messages,faxandparcelstotheguests.PromotesthedesiredworkculturearoundTrust,Integrity,Respect,OneTeamandServiceoftheOCTInternationalHotelManagementCompanyandthebrandethos.向客人提供準確的酒店相關(guān)服務(wù)信息，回答客人問訊監(jiān)督信件、留言、 和包裹的分發(fā)工作。努力創(chuàng)造良好的工作氛

3、圍，做到誠實、相互尊重、以與良好的團對合作精神。KeyResponsibilities主要職責(zé)Assistguestswithallinquiries,bothhotelandnon-hotelrelated給予所有店客人以必要的幫助和協(xié)助。BethoroughlyawareofarrivalsanddeparturesofeachdaywithemphasisonVIPs,groupsandcrewmovements.每天隨時注意抵達和離開酒店的貴賓和團隊的信息以與員工動態(tài)。ToworkcloselywithCEOManagertoensurebaggageforVIPs,PriorityC

4、lubMembersaredeliveredpromptly同首席賓客體驗經(jīng)理密切協(xié)作保證貴賓的行正確的送到房間。ToassisttheDoormanandsuperviseontrafficcontrolalongthedrivewayduringpeakhours協(xié)助門童管理監(jiān)督在高峰期門前車道順暢無阻。Preparenewspaperordersandco-ordinateswithnewsvendorforearlydelivery.IvanSupervisesBellmanfornewspaperdelivery與報紙發(fā)行商保持密切聯(lián)系。監(jiān)督行員的報紙分發(fā)正確無誤。Ensuringt

5、hatallequipment(trolley,etc.)areinproperconditionandrecordedproperly保證各項服務(wù)設(shè)備的良好運轉(zhuǎn)比如：行車等。Conductsdailybriefingandtoensurethatalluniformservicestaffarekeptuptodate,properlyinstructedandthatallstaffareproperlydressed,neatandcleanbeforestartofduty.Similarly,staffappearanceshouldremainclean,smartandtidya

6、talltimes.確保班前員工制服正確穿著干凈。隨時檢查員工儀容儀表。Ensurethatallstaffarefullyinformedandknowledgeableonhotelfacilitiesanditssurroundingareas保證員工熟悉酒店的各項服務(wù)設(shè)施的運做情況Ensurethatthesurroundingareasatthelobbylevelandmainentranceareclean保證酒店大堂和正門區(qū)域衛(wèi)生干凈整潔Conducteffectiveshiftbriefingstoensurehotelactivitiesandoperationalrequ

7、irementsareknown熟悉掌握酒店所有的營運設(shè)施情況Maintaindetailedknowledgeoftheactivitiesofthedayandalerttoanypotentialproblems處理日常問題并對潛在的問題提出警示。Maintaindetailedknowledgeofkeyoccurrencesinyourcity/locationincludingdirectionstokeypointsofinterests,restaurants,theaters,shopping,cinemas,sportingandrecreationalfacilities

8、,banks,consulates,transportsystemsandspecialevents熟悉掌握當(dāng)?shù)馗鞣N信息的變化包括：餐廳、劇場、商場、電影院和運動場以與各種娛樂設(shè)施的情況。以與銀行、咨詢和交通方面的信息和重大活動安排。Maintainadequatesuppliesofforms,brochuresandensuretheyarepresentedinlinewithhotelstandards保證足夠的日常工作用品和酒店的宣傳資料并按照酒店的標(biāo)準擺放。Manageallincomingguestmail,messages,facsimilesandspecialdeliver

9、ies,inaccordancewithpolicy根據(jù)酒店的標(biāo)準管理進店信件、留言、 和需要分發(fā)的物品。Manageoutgoingguestmail,courierservices,postageofparcelsandfreightingasdirectedbyguests根據(jù)酒店的規(guī)定或客人的特別需要處理出店的信件、快件、包裹等。Receivetelephonecallsandtakemessagesforguestswhoareout,inaccordancewithhotelpolicy根據(jù)酒店規(guī)定接聽，為外出的客人留言。Recordincomingregisteredmail,p

10、arcel,inappropriatefile進店掛號信和包裹作好記錄。Nightstaffcheckmail,messageofexpectedguestsagainstthesystem/computerandexpectedarrivals夜班員工根據(jù)房間預(yù)定檢查預(yù)計抵達客人的留言和 并做好記錄。IvanPrepareefficientworkscheduleforBellstaff,arrangingholidaysandvacations,takingintoconsiderationprojectedoccupancyandforecastsandanylargegroupmove

11、ments,especiallythosewithearlyorlatearrivalsanddepartures合理安排員工班次、假期和休假，在出租率高峰期、重大接待活動時保證充足的人手Mustbefullyconversantwithemergencyevacuationandfireproceduresandensuringalluniformedstaffareawareoftheseprocedures確保所有員工熟悉掌握緊急情況的處理程序HumanResourceandTrainingResponsibilities人力資源和培訓(xùn)職責(zé)WorkswithSuperiorandHuma

12、nResourceManagertoensurethedepartmentalperformanceofstaffisproductive.Dutiesinclude:密切同人事部門經(jīng)理的合作，保證部門員工的合理數(shù)量。職責(zé)包括：oConductonthejobtraininginaccordancewiththedepartmentalstandardsandproceduresandmaintainarecordofprogressforeachstaffmembero根據(jù)部門運做程序和標(biāo)準進行員工培訓(xùn)并做好培訓(xùn)記錄。oProvideinputforprobationandformalper

13、formanceappraisaldiscussionsinlinewithcompanyguidelineso根據(jù)酒店標(biāo)準的對新員工做出使用期評估。oEnsurenewstaffattendCorporateOrientationwithinfirstmonthofhireo確保新員工參加入職第一個月的入職培訓(xùn)。oCoach,counselanddisciplinestaffinbreachofhotelpoliciesanddepartmentalprocedures,providingconstructivefeedbacktoenhanceperformanceo培訓(xùn)、指導(dǎo)員工參加培訓(xùn)

14、聽取員工意見提高員工的工作能力。FinancialResponsibilities財務(wù)職責(zé)Workswithsuperiorinthepreparationandmanagementofthedepartmentsbudgetandisawareoffinancialtargets熟悉、管理部門的各項財務(wù)預(yù)算情況。主要職責(zé)包括：Recycleswhere-everpossibleandenforcescostsavingmeasurestostaff隨時隨地提醒員工注意成本控制OccupationalHealthandSafetyResponsibilities職業(yè)健康和安全職責(zé)Demonst

15、rateAwarenessofTheInterlakenOCTHotelShenzhenpoliciesandproceduresandensureallproceduresareconductedsafelyandwithinhotelguidelinesandensureyourdirectreportsdothesame服從茵特拉根華僑城酒店的安全操作規(guī)程。并在酒店指導(dǎo)下操作。Beawareofdutyofcareandadheretooccupational,healthandsafetylegislation,policiesandprocedures清楚酒店的職業(yè)要求以與健康、安全

16、的規(guī)章制度的制度和程序。Befamiliarwithpropertysafety,firstaidandfireandemergencyproceduresandoperateequipmentsafelyandsensibly熟悉消防、救護以與緊急突發(fā)事件的處理程序。Initiateactiontocorrectahazardoussituationandnotifysupervisorsofpotentialdangers正確處理緊急事件并且通知主管潛在的危險。Logsecurityincidentsandaccidentsinaccordancewithhotelrequirements

17、根據(jù)酒店規(guī)定正確記錄突發(fā)事件和意外事故KeyCompetencies主要能力KeyTasks主要任務(wù)DriveForResults為目標(biāo)努力Sethighperformancestandardsandpursueagreedgoals(withyourManager)建立高標(biāo)準的工作標(biāo)準（經(jīng)部門經(jīng)理批準）。Striveforconstantimprovementsandtakesresponsibilityforachievingbusinessresultsandperseveredespiteobstacles不斷提高自身的能力，堅持不懈達到目標(biāo)的責(zé)任心ReportproblemstoMa

18、nagementwithsuggestionsforresolution向管理層匯報問題并提出建設(shè)性的解決意見UnderstandingtheBusiness了解酒店運營Demonstrateaninterestinandanunderstandingofissuesrelevanttoyourdepartmentandhotelandkeepyourknowledgeuptodate,includinglegislativeinformationUnderstandsthehotelsbusinesspriorities,掌握有關(guān)部門和酒店的業(yè)務(wù)知識并且經(jīng)常更新。Productsandser

19、vicesandhasagoodgrasphowthedepartmentisrun熟悉了解各部門的運做情況。Bringsbestpracticetotheattentionofdepartment,sharesnewideasthathavebeenreadaboutordiscovered提供良好的部門培訓(xùn)，分享共同討論的新觀點Clearlyunderstandshowtheirownroleandtheroleofothersimpactemployeesatisfaction,guestsanddepartmentperformance清楚的掌握本部門的運做情況，了解影響員工、客人和其

20、他部門滿意的因素。IvanProblemSolvingandDecisionMaking判斷和解決問題Diagnoseproblemsandthoroughlyanalyseinformationtoguidedecisionmaking徹底分析問題的原因并做出正確的決定Evaluateandassimilatecriticalinformationwhenreachingconclusionsandmakelogical,competentdecisions分析相關(guān)信息做出合理的決定CustomerFocus聚焦顧客Buildandmaintainpositiverelationshipsw

21、ithallinternalcustomersandguestsinordertoanticipatetheirneeds與其他部門建立良好的協(xié)作關(guān)系。Takeactiontoaddresstheseneedsinordertoexceedtheirexpectations提供超值服務(wù)Createapositivehotelimageineveryinteractionwithinternalandexternalcustomers給進出酒店的客人積極主動的印象Adheretohotelbrandstandards堅持酒店標(biāo)準Maintainahighlevelofproductandserv

22、iceknowledgeinordertoexplainandsellservicesandfacilitiestoguests保持高質(zhì)量的服務(wù)。隨時向客人銷售酒店的設(shè)施和服務(wù)產(chǎn)品Maintainknowledgeofspecialprogramsandeventsinthehotelinordertorecognizeandrespondtoguestsneeds隨時向客人提供酒店的特別服務(wù)和最新產(chǎn)品。MaintaincurrentHotelinformationtobeabletoprovideinformationtoguests確保提供給客人最新的酒店信息Innovation創(chuàng)新Dem

23、onstrateco-operationandtrustwithcolleagues,supervisors,teamsandacrossdepartments與本部們和其他部門保持良好的合作Communicatewelltoensureeffectiveshifthand-over保證每個班次的良好溝通和交接Activelyparticipateinandconductorganizedmeetings積極參加酒店組織的各個活動InteractwithdepartmentandhotelstaffinaIvanprofessionalandpositivemannertofostergood

24、rapport,promoteteamspiritandensureeffectivetwowaycommunication積極和善的合作態(tài)度。發(fā)揚團隊精神保證溝通順暢Teamwork團隊合作Beopentonewideasandmakechangesinthejobandroutineasrequired不斷更新工作方法，提出新的工作建議Workinlinewithbusinessrequirementsinaflexibleandoptimisticmanner順應(yīng)不斷變化的工作要求。CompletetasksasdirectedbyManagement完成管理層交給的工作。Deputiz

25、eintheabsenceofyourManager經(jīng)理不在時行使管理職責(zé)Adaptability適應(yīng)能力Establishactionplansandschedulesformeetingdepartmentalpriorities提前組織安排部門的會議。Assignresponsibilities,allocateresourcesandco-ordinatetheactivitiesofyourselfandotherstomeetobjectiveseffectivelyandefficiently合理有效的安排工作計劃，負責(zé)實施。ImpactandInfluence影響力和感染力Pr

26、omoteyourideaspersuasively,andshapetheopinionofsubordinatesandovercomeresistance良好的語言表達能力可以改變下屬的觀點Buildconsensusforactionandnegotiatemutuallybeneficialsolutions.聽取大多數(shù)人的建議協(xié)商解決問題LeadingandDevelopingPeople領(lǐng)導(dǎo)和發(fā)展員工WorkwithyourManagertoensureyouhaveaclearviewofwhatisrequiredtoachieveresults,andtakeactionandresponsibilitytodeliverit.Ensureyourteammeetsdeadlinesandqualitystandardsandtasksandprojectsarecompletedasrequired與部門經(jīng)理密切合作，確保清楚