禮賓部各崗位職責(zé)說明書

1、JOB DESCRIPTION職責(zé)描述JOB TITLE:Concierge Captain職稱禮賓領(lǐng)班AREA/DEPARTMENT:Rooms Division / Front Office / Bell Services部門房務(wù)部 / 前廳部 / 行李服務(wù)JOB BAND:8職位級(jí)別HOTEL LEVEL:I - V酒店級(jí)別REPORTS TO:Concierge Supervise上屬POSITIONS SUPERVISED:Bellman / Door girl下屬行李員 / 門僮JOB SCOPE:Responsible for providing accurate informa

2、tion職責(zé)范圍concerning hotel facilities, venues and functionsand handling guest inquiries. Supervises the issue of keys, mail, messages, fax and parcels to the guests. Promotes the desired work culture around Trust, Integrity, Respect, One Team and Service of the OCT International Hotel Management Compa

3、ny and the brand ethos. 向客人提供準(zhǔn)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、傳真和包裹的分發(fā)工作。努力創(chuàng)造良好 的工作氛圍，做到誠(chéng)實(shí)、相互尊重、以及良好的團(tuán)對(duì)合 作精神。Key Responsibilities 主要職責(zé)Assist guests with all inquiries, both hotel and non-hotel related給予所有店內(nèi)客人以必要的幫助和協(xié)助。Be thoroughly aware of arrivals and departures of each day with emphasis on VIP ' s

4、, groups and crew movements. 每天隨時(shí)注意抵達(dá)和離開酒店的貴賓和團(tuán)隊(duì)的信息以及員工動(dòng)態(tài)。To work closely with CEO Managerto ensure baggage for VIP ' s, Priority ClubMembers are delivered promptly 同首席賓客體驗(yàn)經(jīng)理密切協(xié)作保證貴賓的行李正確的送到房間。To assist the Doorman and supervise on traffic control along the driveway during peak hours 協(xié)助門童管理監(jiān)督在高峰

5、期門前車道順暢無阻。Prepare newspaper orders and co-ordinates with news vendor for early delivery. Supervises Bellman for newspaper delivery 與報(bào)紙發(fā)行商保持密切聯(lián)系。監(jiān)督行李員的報(bào)紙分發(fā)正確無誤。Ensuring that all equipment (trolley, etc) are in proper condition andrecorded properly 保證各項(xiàng)服務(wù)設(shè)備的良好運(yùn)轉(zhuǎn)比如：行李車等。Conducts daily briefing and to e

6、nsure that all uniform service staff are kept up to date, properly instructed and that all staff are properly dressed, neat and clean before start of duty. Similarly, staff appearance should remain clean, smart and tidy at all times. 確保班前員工制服正確穿著干凈。隨時(shí)檢查員工儀容儀表。Ensure that all staff are fully informed

7、 and knowledgeable on hotel facilities and its surrounding areas 保證員工熟悉酒店的各項(xiàng)服務(wù)設(shè)施的運(yùn)做情況Ensure that the surrounding areas at the lobby level and main entrance are clean 保證酒店大堂和正門區(qū)域衛(wèi)生干凈整潔Conduct effective shift briefings to ensure hotel activities and operational requirements are known 熟悉掌握酒店所有的營(yíng)運(yùn)設(shè)施情況Ma

8、intain detailed knowledge of the activities of the day and alert to any potential problems 處理日常問題并對(duì)潛在的問題提出警示。Maintain detailed knowledge of key occurrences in your city/location including directions to key points of interests, restaurants, theaters, shopping, cinemas, sporting and recreational facil

9、ities, banks, consulates, transport systems and special events? 熟悉掌握當(dāng)?shù)馗鞣N信息的變化包括：餐廳、劇場(chǎng)、商場(chǎng)、電影院和運(yùn)動(dòng)場(chǎng)以及各種娛樂 設(shè)施的情況。以及銀行、咨詢和交通方面的信息和重大活動(dòng)安排。? Maintain adequate supplies of forms, brochures and ensure they are presented in line with hotel standards? 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(zhǔn)擺放。? Manage all incoming guest m

10、ail, messages, facsimiles and special deliveries, in accordance with policy? 根據(jù)酒店的標(biāo)準(zhǔn)管理進(jìn)店信件、留言、傳真和需要分發(fā)的物品。? Manage outgoing guest mail, courier services, postage of parcels and freighting as directed by guests? 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。? Receive telephone calls and take messages for guests who a

11、re out, in accordance with hotel policy? 根據(jù)酒店規(guī)定接聽電話，為外出的客人留言。? Record incoming registered mail,parcel,in appropriate file? 進(jìn)店掛號(hào)信和包裹作好記錄。? Night staff check mail, message of expected guests against the system/computer and expected arrivals? 夜班員工根據(jù)房間預(yù)定檢查預(yù)計(jì)抵達(dá)客人的留言和傳真并做好記錄。? Prepare efficient work sched

12、ule for Bell staff, arranging holidays and vacations, taking into consideration projected occupancy and forecasts and any large group movements, especially those with early or late arrivals and departures? 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(dòng)時(shí)保證充足的人手 ? Must be fully conversant with emergency evacuation and

13、 fire procedures and ensuring all uniformed staff are aware of these procedures? 確保所有員工熟悉掌握緊急情況的處理程序Human Resource and Training Responsibilities人力資源和培訓(xùn)職責(zé)? Works with Superior and Human Resource Manager to ensure thedepartmental performance of staff is productive. Duties include:? 密切同人事部門經(jīng)理的合作，保證部門員工

14、的合理數(shù)量。職責(zé)包括：o Conduct on the job training in accordance with the departmental standards and procedures and maintain a record of progress for each staff membero 根據(jù)部門運(yùn)做程序和標(biāo)準(zhǔn)進(jìn)行員工培訓(xùn)并做好培訓(xùn)記錄。o Provide input for probation and formal performance appraisal discussions in line with company guidelineso 根據(jù)酒店標(biāo)準(zhǔn)的對(duì)

15、新員工做出使用期評(píng)估。o Ensure new staff attend Corporate Orientation within first month of hireo 確保新員工參加入職第一個(gè)月的入職培訓(xùn)。o Coach, counsel and discipline staff in breach of hotel policies anddepartmental procedures, providing constructive feedback to enhance performanceo 培訓(xùn)、指導(dǎo)員工參加培訓(xùn)聽取員工意見提高員工的工作能力。Financial Respons

16、ibilities財(cái)務(wù)職責(zé)? Works with superior in the preparation and management of the department budget and is aware of financial targets? 熟悉、管理部門的各項(xiàng)財(cái)務(wù)預(yù)算情況。主要職責(zé)包括：? Recycles where-ever possible and enforces cost saving measures to staff? 隨時(shí)隨地提醒員工注意成本控制Occupational Health and Safety Responsibilities職業(yè)健康和安全職責(zé)?

17、Demonstrate Awareness of The Interlaken OCT Hotel Shenzhen policies and procedures and ensure all procedures are conducted safely and within hotel guidelines and ensure your direct reports do the same? 服從深圳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。? Be aware of duty of care and adhere to occupational, health and s

18、afety legislation, policies and procedures? 清楚酒店的職業(yè)要求以及健康、安全的規(guī)章制度的制度和程序。? Be familiar with property safety, first aid and fire and emergency proceduresand operate equipment safely and sensibly? 熟悉消防、救護(hù)以及緊急突發(fā)事件的處理程序。? Initiate action to correct a hazardous situation and notify supervisors of potentia

19、l dangers? 正確處理緊急事件并且通知主管潛在的危險(xiǎn)。? Log security incidents and accidents in accordance with hotel requirements? 根據(jù)酒店規(guī)定正確記錄突發(fā)事件和意外事故Key Competencies主要能力Key Tasks 主要任務(wù)Drive For Results 為目標(biāo)努力? Set high performance standards and pursue agreed goals (with your Manager)? 建立高標(biāo)準(zhǔn)的工作標(biāo)準(zhǔn)(經(jīng)部門經(jīng)理批準(zhǔn))。? Strive for cons

20、tant improvements and takes responsibility for achieving business results and persevere despite obstacles? 不斷提高自身的能力，堅(jiān)持不懈達(dá)到目標(biāo)的責(zé)任心? Report problems to Management with suggestions for resolution? 向管理層匯報(bào)問題并提出建設(shè)性的解決意見Understanding the?Demonstrate an interest in and an understandingBusinessof issues rele

21、vant to your department and hotel了解酒店運(yùn)營(yíng)and keep your knowledge up to date, including legislative information?Understands the hotel ' s business priorities,?掌握有關(guān)部門和酒店的業(yè)務(wù)知識(shí)并且經(jīng)常更新。?Products and services and has a good grasp how the department is run?熟悉了解各部門的運(yùn)做情況。?Brings best practice to the attenti

22、on of department, shares new ideas that have been read about or discovered?提供良好的部門培訓(xùn)，分享共同討論的新觀點(diǎn)?Clearly understands how their own role and the role of others impact employee satisfaction, guests and department performance?清楚的掌握本部門的運(yùn)做情況， 了解影響員工、 客人和其 他部門滿意的因素。Problem Solving and?Diagnose problems and

23、 thoroughly analyseDecision Makinginformation to guide decision making判斷和解決問題?徹底分析問題的原因并做出正確的決定?Evaluate and assimilate critical information when reaching conclusions and make logical, competent decisions?分析相關(guān)信息做出合理的決定Customer Focus?Build and maintain positive relationships with all聚焦顧客internal cust

24、omers and guests in order to anticipate their needs?與其他部門建立良好的協(xié)作關(guān)系。?Take action to address these needs in order to exceed their expectations?提供超值服務(wù)?Create a positive hotel image in every interaction with internal and external customers?給進(jìn)出酒店的客人積極主動(dòng)的印象?Adhere to hotel brand standards?堅(jiān)持酒店標(biāo)準(zhǔn)?Maintain

25、a high level of product and service knowledge in order to explain and sell services and facilities to guests?保持高質(zhì)量的服務(wù)。 隨時(shí)向客人銷售酒店的設(shè)施和服務(wù)產(chǎn) 品?Maintain knowledge of special programs andevents in the hotel in order to recognize andrespond to guests needs?隨時(shí)向客人提供酒店的特別服務(wù)和最新產(chǎn)品。?Maintain current Hotel informa

26、tion to be able toprovide information to guests?確保提供給客人最新的酒店信息Innovation?Demonstrate co-operation and trust with創(chuàng)新colleagues, supervisors, teams and acrossdepartments?與本部們和其他部門保持良好的合作?Communicate well to ensure effective shifthand-over?保證每個(gè)班次的良好溝通和交接?Actively participate in and conduct organizedmeet

27、ings?積極參加酒店組織的各個(gè)活動(dòng)?Interact with department and hotel staff in aprofessional and positive manner to foster goodrapport, promote team spirit and ensure effectivetwo way communication?積極和善的合作態(tài)度。發(fā)揚(yáng)團(tuán)隊(duì)精神保證溝通順暢Teamwork?Be open to new ideas and make changes in the job團(tuán)隊(duì)合作and routine as required?不斷更新工作方法，提出

28、新的工作建議?Work in line with business requirements in aflexible and optimistic manner?順應(yīng)不斷變化的工作要求。?Complete tasks as directed by Management?完成管理層交給的工作。?Deputize in the absence of your Manager?經(jīng)理不在時(shí)行使管理職責(zé)Adaptability?Establish action plans and schedules for meeting適應(yīng)能力departmental priorities?提前組織安排部門的會(huì)議。

29、?Assign responsibilities, allocate resources andco-ordinate the activities of yourself and others tomeet objectives effectively and efficiently ? 合理有效的安排工作計(jì)劃，負(fù)責(zé)實(shí)施。Impact and Influence 影響力和感染力? Promote your ideas persuasively, and shape the opinion of subordinates and overcome resistance? 良好的語言表達(dá)能力可以

30、改變下屬的觀點(diǎn)? Build consensus for action and negotiate mutually beneficial solutions.? 聽取大多數(shù)人的建議協(xié)商解決問題Leading and DevelopingPeople 領(lǐng)導(dǎo)和發(fā)展員工? Work with your Manager to ensure you have a clear view of what is required to achieve results, and take action and responsibility to deliver it. Ensure your team meets deadlines and quality standards and tasks and projects are comp