國(guó)際酒店客房管家部崗位職責(zé)說明書 H8_客房部協(xié)調(diào)員Housekeeping Coordinator_Hotel Level I to V_Chinese_HI-Done

1、酒店管理之家 JOB OVERVIEW 職職位位概述概述 Responsible for attending to the control desk telephone, communication within Housekeeping and between Housekeeping and other departments as well as clerical services of the Housekeeping department. 負(fù)責(zé)接聽控制臺(tái)電話，管理客房部?jī)?nèi)部以及對(duì)外通信，并對(duì)客房部提供文書服務(wù)。 At HOTEL we want our guests to rela

2、x and be themselves which means we need you to: Be you by being natural, professional and personable in the way you are with people Get ready by taking notice and using your knowledge so that you are prepared for anything Show you care by being thoughtful in the way you welcome and connect with gues

3、ts Take action by showing initiative, taking ownership and going the extra mile 在，我們希望賓客能盡情放松、做回自己，這意味著我們的團(tuán)隊(duì)成員要做到： 展現(xiàn)真我：在與他人接觸時(shí)真實(shí)自然、形象專業(yè)、積極樂觀 時(shí)刻準(zhǔn)備：注意觀察周圍的事物，運(yùn)用自己的知識(shí)，做好應(yīng)對(duì)任何事情的準(zhǔn)備 體現(xiàn)關(guān)愛：對(duì)賓客關(guān)切周到、熱誠(chéng)歡迎并與他們心意相通 積極行動(dòng)：積極主動(dòng)、盡職盡責(zé)并且要多做一步 DUTIES AND RESPONSIBILITIES 工作職責(zé)工作職責(zé) Ensures forwarding and receiving of al

4、l information pertaining to the department in order to maintain set standards and achieve guest satisfaction 確保 接聽和轉(zhuǎn)達(dá)所有與部門相關(guān)的信息，以保持既定標(biāo)準(zhǔn)并取得客戶的滿意。 Receives, records, and distributes various reports 接收 、記錄并分發(fā)各種報(bào)告 Receives, records, and transmits guest requests accurately 準(zhǔn)確接聽 、記錄并傳達(dá)客人的請(qǐng)求 Responsible fo

5、r entering accurate room status into computer daily and investigate discrepancies 負(fù)責(zé)每天將客房情況準(zhǔn)確的輸入電腦并調(diào)查各種異常情況 Maintains and update administrative data 保持和更新管理數(shù)據(jù) Maintains working area and equipment in a proper state of cleanliness and repair 確保工作區(qū)域和設(shè)備得到良好的清潔和修繕 Report guest complaints to Executive Hou

6、sekeeper or delegate immediately 及時(shí)向行政管家或其代理人匯報(bào)客人的投訴情況 Complies with hotels health, safety and hygiene policies and adheres to conduct personnel grooming and hygiene standards 遵守酒店的健康、安全和衛(wèi)生政策，并遵守個(gè)人儀容和衛(wèi)生標(biāo)準(zhǔn) Attends meetings and training sessions as required Room to have a great start 成功的開始 Housekeepin

7、g Coordinator 客房部協(xié)調(diào)員員 Hotel Level: 酒店等級(jí)： I V 一一-五五 Department: 部門： Rooms Division 房務(wù)部房務(wù)部 Job Band: 職位等級(jí)： 8Reports To: 直屬上級(jí)： Housekeeping Supervisor, Assistant Housekeeper, Executive Housekeeper 客房部主管，助理行政管家，行政管家客房部主管，助理行政管家，行政管家 酒店管理之家 按要求參加會(huì)議和培訓(xùn)活動(dòng) Is multi-skilled as a Room Attendant as well as oth

8、er areas of Housekeeping 成為掌握客房服務(wù)員和客房部其它業(yè)務(wù)領(lǐng)域工作技能的復(fù)合型人才 Adheres to Housekeeping standards and procedures and enforces same 遵守并執(zhí)行客房部的各項(xiàng)標(biāo)準(zhǔn)和工作程序 ACCOUNTABILITY 責(zé)任范圍責(zé)任范圍 Number of employees supervised 管理的員工管理的員工 Direct N.A. 直接 無 Indirect N.A. 間接 無 Annual Operating Profit/Payroll Budget 年度經(jīng)營(yíng)利潤(rùn)和薪金預(yù)算年度經(jīng)營(yíng)利潤(rùn)和

9、薪金預(yù)算 N.A. 無 Key Metrics 主要績(jī)效指標(biāo)主要績(jī)效指標(biāo) N.A. 無 Decision Making Responsibilities (Decision Rights) 決策職責(zé)決策職責(zé)(決策權(quán)決策權(quán)) Within the authority as assigned for Hotel Band 8 role 酒店職位 8 級(jí)所擁有職權(quán)范圍 QUALIFICATIONS AND REQUIREMENTS 任職要求任職要求 Required Skills 技能要求技能要求 Communication skills are utilized a significant amo

10、unt of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company. 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 speak, read and write English 具有說，讀和寫英語的能力。 Proficient in

11、the use of Microsoft Office and Front Office System 熟練使用微軟辦公軟件和前臺(tái)系統(tǒng) Qualifications 學(xué)歷學(xué)歷 High School or equivalent 高中或相當(dāng)學(xué)歷 Experience 經(jīng)驗(yàn)經(jīng)驗(yàn) 1 year housekeeping / administrative experience, or an equivalent combination of education and experience. 酒店管理之家 擁有 1 年客房或行政助理工作經(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 state

12、ments in this job description are intended to describe the essential nature and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job. Employee Name (print) Employee Signature Date 此職位描述所陳述的只是該項(xiàng)工作的核心內(nèi)容和主要層面，并非所有職責(zé)或資歷要求。此職位描述所陳述的只是該項(xiàng)工作的核心內(nèi)容和主要層面，

13、并非所有職責(zé)或資歷要求。 員工姓名(正楷) 員工簽名 日期 酒店管理之家 酒店管理手冊(cè) 前廳、客房、餐廳、人事、保安、工程、營(yíng)銷、行政、總經(jīng)辦前廳、客房、餐廳、人事、保安、工程、營(yíng)銷、行政、總經(jīng)辦 開業(yè)、入職、招聘、設(shè)計(jì)、程序、標(biāo)準(zhǔn)、開業(yè)、入職、招聘、設(shè)計(jì)、程序、標(biāo)準(zhǔn)、SOP 酒店管理之家 附件： 酒店各部門組織架構(gòu)酒店各部門組織架構(gòu) 總經(jīng)理辦公室:GM 人力資源部:HR 財(cái)務(wù)部:FN 銷售部:S&M 餐飲部:F&B 前廳部:FO 客房部:HSKP 工程部:ENG 保安部:SEC 康樂部:ENT 市場(chǎng)傳訊部 MC 酒店各職位英文縮寫 Board Chairman (Director) 董事長(zhǎng) GM-GENERAL MANAGER 總經(jīng)理 DGM-DUTY GENERAL MANAGER 副總 DOR-DIRECTOR OF ROOMS 客務(wù)部總監(jiān) AM-ASSISTANT MANAGER 大堂經(jīng)理 FO-FRONT OFFICE 前廳部 DOM-DIRECTOR OF SALES&MARKETING 銷售部總監(jiān) FOM-FRONT OFFICE MANAGER 前廳部經(jīng)理 F&B-FOOD&BEVERAGE 餐飲部 CON-CONCIERGE 禮賓部 BC-BUSINESS CENTER 商務(wù)中心 ENG-EN