酒店應(yīng)接服務(wù)員崗位職責(zé)

Roomtohaveagreatstart成的開Bellman應(yīng)接服務(wù)員HotelLevel:店級：JobBand:位級：

IV五99

Department:門：ReportsTo:屬級

Division務(wù)BellCaptain,Concierge,FrontOfficeManager李班禮主，廳經(jīng)OVERVIEW職位概述

Responsibleforreceivingandensuringcorrectdeliveryofguest’sluggagetoandrooms,airportandcarsassistsallguestswithinquiriesandrequests.TheBellmanperformsvariouserrandsrelatedtoguestneeds,comfortandsatisfaction.負(fù)責(zé)將人的行順利送或送離間、機和汽車并對客的問詢申請?zhí)釁f(xié)助。接服員需要從事各各樣的務(wù)，以足客人需要，證其舒和滿意AtInterContinentalHotels&Resortswewantourgueststofeelspecial,cosmopolitanandInKnowwhichmeansweyouto:

Becharmingbybeingapproachable,havingconfidenceandshowingrespect.Stayinthemomentbyunderstandingandanticipatingguests’needs,beingattentivetakingownershipofgettingdone.Makeitmemorablebybeingknowledgeable,sharingstoriesandshowingyourstyletocreatemomentsthatmakepeoplefeelspecial.在洲酒及假，我們希望賓客感覺風(fēng)格獨特、時尚現(xiàn)代和入洞悉這意味們需要：

親切、滿自信體現(xiàn)尊來展現(xiàn)有力你。理解和測賓客需要、到細(xì)心到、具人翁精、把事辦好，持注下見多識、分享歷、展你的風(fēng)來創(chuàng)造人感覺別的時，做到令人難。DUTIESANDRESPONSIBILITIES作職責(zé)

Assistheavypackages,coats,suitcase,etc.beingalerttogiveassistancecourteouslyandquickly,beforehavingtobeasked主動協(xié)客人提包裹、衣服、手提箱，向客提供禮和迅速協(xié)助。Maintainawillingnesstopleaseattitudeandgiveundividedattentiontoanyapproachingguest保持令愉悅的度并專接待每到來的人。Adheretoguestcheckinginandcheckingoutpertainingtobaggagehandling

在與行相關(guān)的題上，守客人住和退工作程。Welcomeguestsatmainentrance,offeringthegreetingappropriatetothetimeofdaytakingparticularnoteofrepeatguestsandIHGRewardsClubmembers在正門歡迎客，按具時間段客人發(fā)合適的候，特要注意客和憂會會員Assistarrivinganddepartingguestsbyopeningandclosingcarandtaxidoors為來店離店的人開關(guān)車及出車門。MaintainaspotlessPorteCochereandDriveway保持車門道和道的清。GuideguesttoFrontDeskandwaitbehindtheguestduringthecheck-in.KeepeyesontheFrontDeskClerkwhoprovidesthesignalforyoutostepforwardandreceivetheroomroomingbookletfromtheFrontDeskClerk.Withoutdelay,escorttheguestsaccordingly.將客人至前臺在其辦入住手時在其后等待在看到臺接待的示意上前從臺接待處取得房間和房卡然后立護(hù)送客至其房。Befamiliarwiththelayoutthehotelandmemorizethepreferredrouteforescortingguests熟悉酒布局并下護(hù)送人的最路線。theguestinaccordancewithhotelstandards按照酒標(biāo)準(zhǔn)為人安排間。Befamiliarwiththeliftworkingsandemergencystairs熟悉電和疏散梯的使。Provideinformationtoguestsaboutthehotelfacilitiesandservices向客人供關(guān)于店的設(shè)和服務(wù)信息。Provideguestservicesguidance向客人供服務(wù)引導(dǎo)。Learnandutilizenamesofguests,especiallyrepeatandlongstayingguestsandroutinelygreetguestsastheypassthroughthelobby,remainingalerttosituationswherehecanbeofassistancetoguests熟知并呼客人名字，別是對?？秃桶康娜?，并客人經(jīng)大廳時其打招，隨時意是否有可為客人供服務(wù)情況出。Keeplobbycleanandtidy,informingtheConciergeorBellCaptainifitmajorcleaning保持大的整潔如果需大清掃話應(yīng)通禮賓主或行李班。Maintainawellgroomedhairstyleandwearclean,shinywellpolishedshoesandaneatuniformwhileonduty上班時保持好發(fā)型，意服裝干凈，要擦凈上光，保持制的整齊潔。Helpotheremployeesindepartment,replacingtemporarilywhennecessary幫助部內(nèi)其它工，如必要則時代理們的工。Keepbaggageroomcleanandinorderbeforegoingoffdutyonshift每次交前均保行李室整潔。Uponarrivalnewspaper,prepareanddeliverthemtoguestroomsasassignedbytheBellCaptainPageof4第2頁，4頁

當(dāng)報紙到后進(jìn)適當(dāng)整，然后行李領(lǐng)的要求其送至人房間UseDutyLogtodocumentmattersofimportance使用工日志來錄重要項。OperateCommunicatesequipment操作通設(shè)備。Arrangetransportandcoordinateluggage負(fù)責(zé)安交通并調(diào)行李宜。Managethekeysystemsecurely對鑰匙統(tǒng)進(jìn)行全管理ACCOUNTABILITY責(zé)任范圍Numberofemployeessupervised管理的員DirectN.A.直接

無IndirectN..A.間接

無AnnualOperatingProfit/PayrollBudget–年度經(jīng)營潤和薪金算

N.A.無Metrics–主要績效標(biāo)

Completionofassignedtasks完成分給的工的情況DecisionMakingResponsibilities(DecisionRights)–決策職責(zé)決策﹣

N.A.Pageof4第3頁，4頁

無QUALIFICATIONSANDREQUIREMENTS任職要求RequiredSkills–技能要求

Communicationskillsareutilizedsignificantamountoftimeinteractingwithothers;demonstratedabilitytointeractwithcustomers,employeesandthirdpartiesthatreflectshighlyonthehotel,thebrandandtheCompany.擁有在他人交時大多時間所用的溝技能；全代表店，品和公司顧客，工和第方交往的能。AbletoreadandwriteEnglish能夠讀英語Qualifications–學(xué)歷

HighSchoolorVocationalCertificateinAdministration,Managementorequivalent具有高或酒店政管理酒店管或相關(guān)專業(yè)證。Experience–經(jīng)驗

6monthsexperienceinguestserviceorcustomerservice,orequivalentcombinationofeducationandexperience.擁有個月賓客務(wù)部工經(jīng)驗，與此相的教育相關(guān)工經(jīng)驗結(jié)的背景Thestatementsinthisjobdescriptionareintended