酒店应接服务员岗位职责

Roomtohaveagreatstart成的开Bellman应接服务员HotelLevel:店级：JobBand:位级：

IV五99

Department:门：ReportsTo:属级

Division务BellCaptain,Concierge,FrontOfficeManager李班礼主，厅经OVERVIEW职位概述

Responsibleforreceivingandensuringcorrectdeliveryofguest’sluggagetoandrooms,airportandcarsassistsallguestswithinquiriesandrequests.TheBellmanperformsvariouserrandsrelatedtoguestneeds,comfortandsatisfaction.负责将人的行顺利送或送离间、机和汽车并对客的问询申请提协助。接服员需要从事各各样的务，以足客人需要，证其舒和满意AtInterContinentalHotels&Resortswewantourgueststofeelspecial,cosmopolitanandInKnowwhichmeansweyouto:

Becharmingbybeingapproachable,havingconfidenceandshowingrespect.Stayinthemomentbyunderstandingandanticipatingguests’needs,beingattentivetakingownershipofgettingdone.Makeitmemorablebybeingknowledgeable,sharingstoriesandshowingyourstyletocreatemomentsthatmakepeoplefeelspecial.在洲酒及假，我们希望宾客感觉风格独特、时尚现代和入洞悉这意味们需要：

亲切、满自信体现尊来展现有力你。理解和测宾客需要、到细心到、具人翁精、把事办好，持注下见多识、分享历、展你的风来创造人感觉别的时，做到令人难。DUTIESANDRESPONSIBILITIES作职责

Assistheavypackages,coats,suitcase,etc.beingalerttogiveassistancecourteouslyandquickly,beforehavingtobeasked主动协客人提包裹、衣服、手提箱，向客提供礼和迅速协助。Maintainawillingnesstopleaseattitudeandgiveundividedattentiontoanyapproachingguest保持令愉悦的度并专接待每到来的人。Adheretoguestcheckinginandcheckingoutpertainingtobaggagehandling

在与行相关的题上，守客人住和退工作程。Welcomeguestsatmainentrance,offeringthegreetingappropriatetothetimeofdaytakingparticularnoteofrepeatguestsandIHGRewardsClubmembers在正门欢迎客，按具时间段客人发合适的候，特要注意客和忧会会员Assistarrivinganddepartingguestsbyopeningandclosingcarandtaxidoors为来店离店的人开关车及出车门。MaintainaspotlessPorteCochereandDriveway保持车门道和道的清。GuideguesttoFrontDeskandwaitbehindtheguestduringthecheck-in.KeepeyesontheFrontDeskClerkwhoprovidesthesignalforyoutostepforwardandreceivetheroomroomingbookletfromtheFrontDeskClerk.Withoutdelay,escorttheguestsaccordingly.将客人至前台在其办入住手时在其后等待在看到台接待的示意上前从台接待处取得房间和房卡然后立护送客至其房。Befamiliarwiththelayoutthehotelandmemorizethepreferredrouteforescortingguests熟悉酒布局并下护送人的最路线。theguestinaccordancewithhotelstandards按照酒标准为人安排间。Befamiliarwiththeliftworkingsandemergencystairs熟悉电和疏散梯的使。Provideinformationtoguestsaboutthehotelfacilitiesandservices向客人供关于店的设和服务信息。Provideguestservicesguidance向客人供服务引导。Learnandutilizenamesofguests,especiallyrepeatandlongstayingguestsandroutinelygreetguestsastheypassthroughthelobby,remainingalerttosituationswherehecanbeofassistancetoguests熟知并呼客人名字，别是对常客和包房的人，并客人经大厅时其打招，随时意是否有可为客人供服务情况出。Keeplobbycleanandtidy,informingtheConciergeorBellCaptainifitmajorcleaning保持大的整洁如果需大清扫话应通礼宾主或行李班。Maintainawellgroomedhairstyleandwearclean,shinywellpolishedshoesandaneatuniformwhileonduty上班时保持好发型，意服装干净，要擦净上光，保持制的整齐洁。Helpotheremployeesindepartment,replacingtemporarilywhennecessary帮助部内其它工，如必要则时代理们的工。Keepbaggageroomcleanandinorderbeforegoingoffdutyonshift每次交前均保行李室整洁。Uponarrivalnewspaper,prepareanddeliverthemtoguestroomsasassignedbytheBellCaptainPageof4第2页，4页

当报纸到后进适当整，然后行李领的要求其送至人房间UseDutyLogtodocumentmattersofimportance使用工日志来录重要项。OperateCommunicatesequipment操作通设备。Arrangetransportandcoordinateluggage负责安交通并调行李宜。Managethekeysystemsecurely对钥匙统进行全管理ACCOUNTABILITY责任范围Numberofemployeessupervised管理的员DirectN.A.直接

无IndirectN..A.间接

无AnnualOperatingProfit/PayrollBudget–年度经营润和薪金算

N.A.无Metrics–主要绩效标

Completionofassignedtasks完成分给的工的情况DecisionMakingResponsibilities(DecisionRights)–决策职责决策﹣

N.A.Pageof4第3页，4页

无QUALIFICATIONSANDREQUIREMENTS任职要求RequiredSkills–技能要求

Communicationskillsareutilizedsignificantamountoftimeinteractingwithothers;demonstratedabilitytointeractwithcustomers,employeesandthirdpartiesthatreflectshighlyonthehotel,thebrandandtheCompany.拥有在他人交时大多时间所用的沟技能；全代表店，品和公司顾客，工和第方交往的能。AbletoreadandwriteEnglish能够读英语Qualifications–学历

HighSchoolorVocationalCertificateinAdministration,Managementorequivalent具有高或酒店政管理酒店管或相关专业证。Experience–经验

6monthsexperienceinguestserviceorcustomerservice,orequivalentcombinationofeducationandexperience.拥有个月宾客务部工经验，与此相的教育相关工经验结的背景Thestatementsinthisjobdescriptionareintended