礼宾部领班岗位职责

JOBDESCRIPTION职责描述JOBTITLE:职称ConciergeCaptain礼宾领班AREA/DEPARTMENT:部门RoomsDivision/FrontOffice/BellServices房务部/前厅部/行李服务JOBBAND:职位级别8HOTELLEVEL:酒店级别I-VREPORTSTO:上属ConciergeSupervisePOSITIONSSUPERVISED:下属Bellman/Doorgirl行李员/门僮JOBSCOPE:职责范围Responsibleforprovidingaccurateinformation,concerninghotelfacilities,venuesandfunctionsandhandlingguestinquiries.Supervisestheissueofkeys,mail,messages,faxandparcelstotheguests.PromotesthedesiredworkculturearoundTrust,Integrity,Respect,OneTeamandServiceoftheOCTInternationalHotelManagementCompanyandthebrandethos.向客人供应精确的酒店相关服务信息，回答客人问讯监督信件、留言、传真和包袱的分发工作。努力创建良好的工作氛围，做到诚恳、相互敬重、以及良好的团对合作精神。KeyResponsibilities主要职责Assistguestswithallinquiries,bothhotelandnon-hotelrelated赐予全部店内客人以必要的帮助和帮助。BethoroughlyawareofarrivalsanddeparturesofeachdaywithemphasisonVIP’s,groupsandcrewmovements.每天随时留意抵达和离开酒店的贵宾和团队的信息以及员工动态。ToworkcloselywithCEOManagertoensurebaggageforVIP’s,PriorityClubMembersaredeliveredpromptly同首席来宾体验经理亲密协作保证贵宾的行李正确的送到房间。ToassisttheDoormanandsuperviseontrafficcontrolalongthedrivewayduringpeakhours帮助门童管理监督在高峰期门前车道顺畅无阻。Preparenewspaperordersandco-ordinateswithnewsvendorforearlydelivery.SupervisesBellmanfornewspaperdelivery与报纸发行商保持亲密联系。监督行李员的报纸分发正确无误。Ensuringthatallequipment(trolley,etc....)areinproperconditionandrecordedproperly保证各项服务设备的良好运转比如：行李车等。Conductsdailybriefingandtoensurethatalluniformservicestaffarekeptuptodate,properlyinstructedandthatallstaffareproperlydressed,neatandcleanbeforestartofduty.Similarly,staffappearanceshouldremainclean,smartandtidyatalltimes.确保班前员工制服正确穿着干净。随时检查员工仪容仪表。Ensurethatallstaffarefullyinformedandknowledgeableonhotelfacilitiesanditssurroundingareas保证员工熟识酒店的各项服务设施的运做状况Ensurethatthesurroundingareasatthelobbylevelandmainentranceareclean保证酒店大堂和正门区域卫生干净整齐Conducteffectiveshiftbriefingstoensurehotelactivitiesandoperationalrequirementsareknown熟识驾驭酒店全部的营运设施状况Maintaindetailedknowledgeoftheactivitiesofthedayandalerttoanypotentialproblems处理日常问题并对潜在的问题提出警示。Maintaindetailedknowledgeofkeyoccurrencesinyourcity/locationincludingdirectionstokeypointsofinterests,restaurants,theaters,shopping,cinemas,sportingandrecreationalfacilities,banks,consulates,transportsystemsandspecialevents熟识驾驭当地各种信息的变更包括：餐厅、剧场、商场、电影院和运动场以及各种消遣设施的状况。以及银行、询问和交通方面的信息和重大活动支配。Maintainadequatesuppliesofforms,brochuresandensuretheyarepresentedinlinewithhotelstandards保证足够的日常工作用品和酒店的宣扬资料并依据酒店的标准摆放。Manageallincomingguestmail,messages,facsimilesandspecialdeliveries,inaccordancewithpolicy依据酒店的标准管理进店信件、留言、传真和须要分发的物品。Manageoutgoingguestmail,courierservices,postageofparcelsandfreightingasdirectedbyguests依据酒店的规定或客人的特殊须要处理出店的信件、快件、包袱等。Receivetelephonecallsandtakemessagesforguestswhoareout,inaccordancewithhotelpolicy依据酒店规定接听电话，为外出的客人留言。Recordincomingregisteredmail,parcel,inappropriatefile进店挂号信和包袱作好记录。Nightstaffcheckmail,messageofexpectedguestsagainstthesystem/computerandexpectedarrivals夜班员工依据房间预定检查预料抵达客人的留言和传真并做好记录。PrepareefficientworkscheduleforBellstaff,arrangingholidaysandvacations,takingintoconsiderationprojectedoccupancyandforecastsandanylargegroupmovements,especiallythosewithearlyorlatearrivalsanddepartures合理支配员工班次、假期和休假，在出租率高峰期、重大接待活动时保证足够的人手Mustbefullyconversantwithemergencyevacuationandfireproceduresandensuringalluniformedstaffareawareoftheseprocedures确保全部员工熟识驾驭紧急状况的处理程序HumanResourceandTrainingResponsibilities人力资源和培训职责WorkswithSuperiorandHumanResourceManagertoensurethedepartmentalperformanceofstaffisproductive.Dutiesinclude:亲密同人事部门经理的合作，保证部门员工的合理数量。职责包括：Conductonthejobtraininginaccordancewiththedepartmentalstandardsandproceduresandmaintainarecordofprogressforeachstaffmember依据部门运做程序和标准进行员工培训并做好培训记录。Provideinputforprobationandformalperformanceappraisaldiscussionsinlinewithcompanyguidelines依据酒店标准的对新员工做出访用期评估。EnsurenewstaffattendCorporateOrientationwithinfirstmonthofhire确保新员工参与入职第一个月的入职培训。Coach,counselanddisciplinestaffinbreachofhotelpoliciesanddepartmentalprocedures,providingconstructivefeedbacktoenhanceperformance培训、指导员工参与培训听取员工看法提高员工的工作实力。FinancialResponsibilities财务职责Workswithsuperiorinthepreparationandmanagementofthedepartment’sbudgetandisawareoffinancialtargets熟识、管理部门的各项财务预算状况。主要职责包括：Recycleswhere-everpossibleandenforcescostsavingmeasurestostaff随时随地提示员工留意成本限制OccupationalHealthandSafetyResponsibilities职业健康和平安职责DemonstrateAwarenessofTheInterlakenOCTHotelShenzhenpoliciesandproceduresandensureallproceduresareconductedsafelyandwithinhotelguidelinesandensureyourdirectreportsdothesame听从深圳茵特拉根华侨城酒店的平安操作规程。并在酒店指导下操作。Beawareofdutyofcareandadheretooccupational,healthandsafetylegislation,policiesandprocedures清晰酒店的职业要求以及健康、平安的规章制度的制度和程序。Befamiliarwithpropertysafety,firstaidandfireandemergencyproceduresandoperateequipmentsafelyandsensibly熟识消防、救援以及紧急突发事务的处理程序。Initiateactiontocorrectahazardoussituationandnotifysupervisorsofpotentialdangers正确处理紧急事务并且通知主管潜在的危急。Logsecurityincidentsandaccidentsinaccordancewithhotelrequirements依据酒店规定正确记录突发事务和意外事故KeyCompetencies主要实力KeyTasks主要任务DriveForResults为目标努力Sethighperformancestandardsandpursueagreedgoals(withyourManager)建立高标准的工作标准（经部门经理批准）。Striveforconstantimprovementsandtakesresponsibilityforachievingbusinessresultsandperseveredespiteobstacles不断提高自身的实力，坚持不懈达到目标的责任心ReportproblemstoManagementwithsuggestionsforresolution向管理层汇报问题并提出建设性的解决看法UnderstandingtheBusiness了解酒店运营Demonstrateaninterestinandanunderstandingofissuesrelevanttoyourdepartmentandhotelandkeepyourknowledgeuptodate,includinglegislativeinformationUnderstandsthehotel’sbusinesspriorities,驾驭有关部门和酒店的业务学问并且常常更新。Productsandservicesandhasagoodgrasphowthedepartmentisrun熟识了解各部门的运做状况。Bringsbestpracticetotheattentionofdepartment,sharesnewideasthathavebeenreadaboutordiscovered供应良好的部门培训，共享共同探讨的新观点Clearlyunderstandshowtheirownroleandtheroleofothersimpactemployeesatisfaction,guestsanddepartmentperformance清晰的驾驭本部门的运做状况，了解影响员工、客人和其他部门满足的因素。ProblemSolvingandDecisionMaking推断和解决问题Diagnoseproblemsandthoroughlyanalyseinformationtoguidedecisionmaking彻底分析问题的缘由并做出正确的确定Evaluateandassimilatecriticalinformationwhenreachingconclusionsandmakelogical,competentdecisions分析相关信息做出合理的确定CustomerFocus聚焦顾客Buildandmaintainpositiverelationshipswithallinternalcustomersandguestsinordertoanticipatetheirneeds与其他部门建立良好的协作关系。Takeactiontoaddresstheseneedsinordertoexceedtheirexpectations供应超值服务Createapositivehotelimageineveryinteractionwithinternalandexternalcustomers给进出酒店的客人主动主动的印象Adheretohotelbrandstandards坚持酒店标准Maintainahighlevelofproductandserviceknowledgeinordertoexplainandsellservicesandfacilitiestoguests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Maintainknowledgeofspecialprogramsandeventsinthehotelinordertorecognizeandrespondtoguestsneeds随时向客人供应酒店的特殊服务和最新产品。MaintaincurrentHotelinformationtobeabletoprovideinformationtoguests确保供应应客人最新的酒店信息Innovation创新Demonstrateco-operationandtrustwithcolleagues,supervisors,teamsandacrossdepartments与本部们和其他部门保持良好的合作Communicatewelltoensureeffectiveshifthand-over保证每个班次的良好沟通和交接Activelyparticipateinandconductorganizedmeetings主动参与酒店组织的各个活动Interactwithdepartmentandhotelstaffinaprofessionalandpositivemannertofostergoodrapport,promoteteamspiritandensureeffectivetwowaycommunication主动和善的合作看法。发扬团队精神保证沟通顺畅Teamwork团队合作Beopentonewideasandmakechangesinthejobandroutineasrequired不断更新工作方法，提出新的工作建议Workinlinewithbusinessrequirementsinaflexibleandoptimisticmanner顺应不断变更的工作要求。CompletetasksasdirectedbyManagement完成管理层交给的工作。DeputizeintheabsenceofyourManager经理不在时行使管理职责Adaptability适应实力Establishactionplansandschedulesformeetingdepartmentalpriorities提前组织支配部门的会议。Assignresponsibilities,allocateresourcesandco-ordinatetheactivitiesofyourselfandotherstomeetobjectiveseffectivelyandefficiently合理有效的支配工作支配，负责实施。ImpactandInfluence影响力和感染力Promoteyourideaspersuasively,andshapetheopinionofsubordinatesandovercomeresistance良好的语言表达实力可以变更下属的观点Buildconsensusforactionandnegotiatemutuallybeneficialsolutions.听取大多数人的建议协商解决问题LeadingandDevelopingPeople领导和发展员工WorkwithyourManagertoensureyouhaveaclearviewofwhatisrequiredtoachieveresults,andtakeactionandresponsibilitytodeliverit.Ensureyourteammeetsdeadlinesandqualitystandardsandtasks