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(jī)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(dú)特、時(shí)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(shí)，做到令人難。DUTIESANDRESPONSIBILITIES作職責(zé)

Assistheavypackages,coats,suitcase,etc.beingalerttogiveassistancecourteouslyandquickly,beforehavingtobeasked主動(dòng)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(shí)間段客人發(fā)合適的候，特要注意客和憂會(huì)會(huì)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(tái)在其辦入住手時(shí)在其后等待在看到臺(tái)接待的示意上前從臺(tái)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(shí)其打招，隨時(shí)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(shí)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?jiǎng)t時(shí)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(bào)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(xiàng)。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(shí)大多時(shí)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(yàn)

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