礼宾部各岗位职责说明书

1、JOB DESCRIPTION职责描述JOB TITLE:Concierge Captain职称礼宾领班AREA/DEPARTMENT:Rooms Division / Front Office / Bell Services部门房务部 / 前厅部 / 行李服务JOB BAND:8职位级别HOTEL LEVEL:I - V酒店级别REPORTS TO:Concierge Supervise上属POSITIONS SUPERVISED:Bellman / Door girl下属行李员 / 门僮JOB SCOPE:Responsible for providing accurate informa

2、tion职责范围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. 向客人提供准确的酒店相关服务信息， 回答客人问讯监 督信件、留言、传真和包裹的分发工作。努力创造良好 的工作氛围，做到诚实、相互尊重、以及良好的团对合 作精神。Key Responsibilities 主要职责Assist guests with all inquiries, both hotel and non-hotel related给予所有店内客人以必要的帮助和协助。Be thoroughly aware of arrivals and departures of each day with emphasis on VIP ' s

4、, groups and crew movements. 每天随时注意抵达和离开酒店的贵宾和团队的信息以及员工动态。To work closely with CEO Managerto ensure baggage for VIP ' s, Priority ClubMembers are delivered promptly 同首席宾客体验经理密切协作保证贵宾的行李正确的送到房间。To assist the Doorman and supervise on traffic control along the driveway during peak hours 协助门童管理监督在高峰

5、期门前车道顺畅无阻。Prepare newspaper orders and co-ordinates with news vendor for early delivery. Supervises Bellman for newspaper delivery 与报纸发行商保持密切联系。监督行李员的报纸分发正确无误。Ensuring that all equipment (trolley, etc) are in proper condition andrecorded properly 保证各项服务设备的良好运转比如：行李车等。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. 确保班前员工制服正确穿着干净。随时检查员工仪容仪表。Ensure that all staff are fully informed

7、 and knowledgeable on hotel facilities and its surrounding areas 保证员工熟悉酒店的各项服务设施的运做情况Ensure that the surrounding areas at the lobby level and main entrance are clean 保证酒店大堂和正门区域卫生干净整洁Conduct effective shift briefings to ensure hotel activities and operational requirements are known 熟悉掌握酒店所有的营运设施情况Ma

8、intain detailed knowledge of the activities of the day and alert to any potential problems 处理日常问题并对潜在的问题提出警示。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? 熟悉掌握当地各种信息的变化包括：餐厅、剧场、商场、电影院和运动场以及各种娱乐 设施的情况。以及银行、咨询和交通方面的信息和重大活动安排。? Maintain adequate supplies of forms, brochures and ensure they are presented in line with hotel standards? 保证足够的日常工作用品和酒店的宣传资料并按照酒店的标准摆放。? Manage all incoming guest m

10、ail, messages, facsimiles and special deliveries, in accordance with policy? 根据酒店的标准管理进店信件、留言、传真和需要分发的物品。? Manage outgoing guest mail, courier services, postage of parcels and freighting as directed by guests? 根据酒店的规定或客人的特别需要处理出店的信件、快件、包裹等。? Receive telephone calls and take messages for guests who a

11、re out, in accordance with hotel policy? 根据酒店规定接听电话，为外出的客人留言。? Record incoming registered mail,parcel,in appropriate file? 进店挂号信和包裹作好记录。? Night staff check mail, message of expected guests against the system/computer and expected arrivals? 夜班员工根据房间预定检查预计抵达客人的留言和传真并做好记录。? 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? 合理安排员工班次、假期和休假，在出租率高峰期、重大接待活动时保证充足的人手 ? Must be fully conversant with emergency evacuation and

13、 fire procedures and ensuring all uniformed staff are aware of these procedures? 确保所有员工熟悉掌握紧急情况的处理程序Human Resource and Training Responsibilities人力资源和培训职责? Works with Superior and Human Resource Manager to ensure thedepartmental performance of staff is productive. Duties include:? 密切同人事部门经理的合作，保证部门员工

14、的合理数量。职责包括：o Conduct on the job training in accordance with the departmental standards and procedures and maintain a record of progress for each staff membero 根据部门运做程序和标准进行员工培训并做好培训记录。o Provide input for probation and formal performance appraisal discussions in line with company guidelineso 根据酒店标准的对

15、新员工做出使用期评估。o Ensure new staff attend Corporate Orientation within first month of hireo 确保新员工参加入职第一个月的入职培训。o Coach, counsel and discipline staff in breach of hotel policies anddepartmental procedures, providing constructive feedback to enhance performanceo 培训、指导员工参加培训听取员工意见提高员工的工作能力。Financial Respons

16、ibilities财务职责? Works with superior in the preparation and management of the department budget and is aware of financial targets? 熟悉、管理部门的各项财务预算情况。主要职责包括：? Recycles where-ever possible and enforces cost saving measures to staff? 随时随地提醒员工注意成本控制Occupational Health and Safety Responsibilities职业健康和安全职责?

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? 服从深圳茵特拉根华侨城酒店的安全操作规程。并在酒店指导下操作。? Be aware of duty of care and adhere to occupational, health and s

18、afety legislation, policies and procedures? 清楚酒店的职业要求以及健康、安全的规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、救护以及紧急突发事件的处理程序。? Initiate action to correct a hazardous situation and notify supervisors of potentia

19、l dangers? 正确处理紧急事件并且通知主管潜在的危险。? Log security incidents and accidents in accordance with hotel requirements? 根据酒店规定正确记录突发事件和意外事故Key Competencies主要能力Key Tasks 主要任务Drive For Results 为目标努力? Set high performance standards and pursue agreed goals (with your Manager)? 建立高标准的工作标准(经部门经理批准)。? Strive for cons

20、tant improvements and takes responsibility for achieving business results and persevere despite obstacles? 不断提高自身的能力，坚持不懈达到目标的责任心? Report problems to Management with suggestions for resolution? 向管理层汇报问题并提出建设性的解决意见Understanding the?Demonstrate an interest in and an understandingBusinessof issues rele

21、vant to your department and hotel了解酒店运营and keep your knowledge up to date, including legislative information?Understands the hotel ' s business priorities,?掌握有关部门和酒店的业务知识并且经常更新。?Products and services and has a good grasp how the department is run?熟悉了解各部门的运做情况。?Brings best practice to the attenti

22、on of department, shares new ideas that have been read about or discovered?提供良好的部门培训，分享共同讨论的新观点?Clearly understands how their own role and the role of others impact employee satisfaction, guests and department performance?清楚的掌握本部门的运做情况， 了解影响员工、 客人和其 他部门满意的因素。Problem Solving and?Diagnose problems and

23、 thoroughly analyseDecision Makinginformation to guide decision making判断和解决问题?彻底分析问题的原因并做出正确的决定?Evaluate and assimilate critical information when reaching conclusions and make logical, competent decisions?分析相关信息做出合理的决定Customer Focus?Build and maintain positive relationships with all聚焦顾客internal cust

24、omers and guests in order to anticipate their needs?与其他部门建立良好的协作关系。?Take action to address these needs in order to exceed their expectations?提供超值服务?Create a positive hotel image in every interaction with internal and external customers?给进出酒店的客人积极主动的印象?Adhere to hotel brand standards?坚持酒店标准?Maintain

25、a high level of product and service knowledge in order to explain and sell services and facilities to guests?保持高质量的服务。 随时向客人销售酒店的设施和服务产 品?Maintain knowledge of special programs andevents in the hotel in order to recognize andrespond to guests needs?随时向客人提供酒店的特别服务和最新产品。?Maintain current Hotel informa

26、tion to be able toprovide information to guests?确保提供给客人最新的酒店信息Innovation?Demonstrate co-operation and trust with创新colleagues, supervisors, teams and acrossdepartments?与本部们和其他部门保持良好的合作?Communicate well to ensure effective shifthand-over?保证每个班次的良好沟通和交接?Actively participate in and conduct organizedmeet

27、ings?积极参加酒店组织的各个活动?Interact with department and hotel staff in aprofessional and positive manner to foster goodrapport, promote team spirit and ensure effectivetwo way communication?积极和善的合作态度。发扬团队精神保证沟通顺畅Teamwork?Be open to new ideas and make changes in the job团队合作and routine as required?不断更新工作方法，提出

28、新的工作建议?Work in line with business requirements in aflexible and optimistic manner?顺应不断变化的工作要求。?Complete tasks as directed by Management?完成管理层交给的工作。?Deputize in the absence of your Manager?经理不在时行使管理职责Adaptability?Establish action plans and schedules for meeting适应能力departmental priorities?提前组织安排部门的会议。

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计划，负责实施。Impact and Influence 影响力和感染力? Promote your ideas persuasively, and shape the opinion of subordinates and overcome resistance? 良好的语言表达能力可以

30、改变下属的观点? Build consensus for action and negotiate mutually beneficial solutions.? 听取大多数人的建议协商解决问题Leading and DevelopingPeople 领导和发展员工? 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