搜索
宾客服务培训手册保密文件，请勿传阅2.JOBDESCRIPTION福顺天天大酒店岗位职责IndexNumber04Page:1of2Jobtitle:GuestServiceManager职位名称：宾客服务经理EffectiveDate:July1,2002生效日期：2002年七月一日Reportto:FrontOfficeManager直属上级：前厅部经理Supersedes:职务概述：PositionDescription:代表酒店管理者处理酒店事务，记录重大问题反映给相关部门经理并跟随办，接受客人提出的任何要求并受理投诉。Representshotelmanagementintheabsenceoftheseniormanagement.Bringsanyoutstandingpointstothenoticeoftheconcerneddepartmentheadsandfollowupifnecessary.Receivingguest’squeriesandactingoncomplaintsifnecessary.职务及职责范围：Responsibility1.处理客人帐务的问题，调查客人意见。Handlesquestionsofchargesandsurreyofanyguest’scomments..2.协助处理调查紧急事出有因件（火灾、意外、偷盗等）。Assistswithimplementationofemergencycases(eg.Fire、accidentsandtheftetc.)..3.招呼正在等候的客人提供帮助，减少登记、结帐的时间。Greetsguestswhoarewaitingforservice.Trybesttoreducethetimeforc/Iorc/oguest.4.掌握酒店各种程序、政策、如预定、分房、行李处理、客房、餐饮、房间挂帐、信用卡和保安。Befamiliarwiththeknowledgeofthehotel’sproceduresandpoliciesconcerningreservations,roomassignments,baggagehandling,HSKP,F&B,roomledger,creditcardandsecurity..5.在宾客服务记事出有因本上记录特别事件，检查需跟办的重要事件。RecordanyunusualincidentsandchecksanyimportantmattersthatrequirefollowuponGSM’slog-book.6.定期检查客房和公共区域，确保达到客房部标准。Tochecktheguestroomandpublicarearegularly.7.不定期地对酒店的设施进行检查。Makeunscheduledcheckofthehotelpropertyandfacilities.8.在客人到达之前检查VIP房间和套房确保符合标准，欢迎VIP的到来陪同他们到房间，客人离店时与他们道别。保密文件，请勿传阅3ChecksonthestandardofcleanlinessinVIPandsuiteroomspriortoguest’sarrival.WelcomeandmeetstheVIP’sontheirarrivalandescortsthemtotheirpre-assignedroomsandbidfare-well.ontheirdeparture.9.陪同客人或团体进入房间，体现酒店的热情待客，继续行使职责。Escortguestsorgroupstoroomstoshowourhost’scourtesyandcontinuationofduties..10.遇到紧急情况（如死亡、意外水灾等）立即采取相应措施。Takeimmediateactionwheneverthecaseofemergency(egdeath,waterleakageetc.).11.熟悉内部操作如预测，满房日，可卖房。Befamiliarwiththeinternaloperations,suchasforecast,fullhousedateandtheavailablerooms.12.与客房部沟通控制物品丢失与招领。Co-ordinatewithHSKPincontrollingtheL&F.13.必要时替换员工用膳，在他们繁忙时协助工作。Relievestaffsfortheirmealswhennecessaryandassistthemwhentheyarebusy.14.准备每日报表、房态表，清偿欠款，宾客/员工意外，宾客意见，宾客/员工的财产丢失，交通事出有因故，押金收据。Preparedailyreportofroomstatus,dischargeofliability,guest/staff’saccident,guest’scomments,guest/staff.’spropertylossordamage,trafficaccident,depositreceipt.15.熟知当地城市历史旅游景点购物场所等等。Wellknownofthelocalcityhistory,tourismplacesandshoppingareasetc..16.确保指示板上的有关集会、宴会的名称拼写无误。Makepeiodicalcheckinordertoknowthecurrentroomstatus.17.给VIP客人锁房，并提前登记。Ensurethenamesoffunctionswhichdisplayedonthesignboardandthespellingsarecorrect.18.定期检查掌握最新的房间状态。HaveknowledgeofForecastProcedure,RoomChartingcontrolprocedure.19.阻止任何可疑人员进入客人房间，并提醒保安。Enforcehotelcreditpolicybymeritingcashpaid-outandcompanycheck.20.掌握预测程序，房间图释控制程序。VerityHSKPreportofroomstatus.Ifthereareanydifferent,mustbeinvestigatedandcorrectedandreporttoFOM.21.加强酒店信用制度，栓查现金支出，押金公司支票。Toimprovehotelcreditpolicy.22.遵守酒店的各项规章制度。Tocheckcashpayoutanddepositcheck.23.履行酒店管理当局上司，酒店政策所要求的其它职责。Performallotherdutiesarerequestedbyhotelmanagementandhotelpolicies.保密文件，请勿传阅4.JOBDESCRIPTION福顺天天大酒店岗位职责IndexNumber05Page:1of2Jobtitle:GuestServiceofficer职位名称：宾客服务主任EffectiveDate:July1,2002生效日期：2002年七月一日Reportto:GuestServiceManager直属上级：宾客服务经理Supersedes:职务概述：PositionDescription:协助宾客服务经理处理客人投诉、要求、提供帮助、欢迎客人，跟办失物索取事宜。AssistGSMtodealwithguestcomplaint,request,offeringhelp,welcomeguest,followuplostfinding..职务及职责范围：Responsibility1.如可能，尽量满足每个客人的合理要求。Tryourbesttomeetthereasonableneedsofeveryguest.2.对生病的客人安排就医。通过礼貌拜访电话跟随办客人康复情况。Toarrangeseeingdoctortotheguestfallingill.Followuptheguest’srecoveredconditonbycourtesycall.3.了解酒店内举办的特别招待会、活动、宴会等。Toknowthespecialconference,activities,banquetsetc.4.对所有备忘录、资料、会议记录和相关资料，在宾客服务经理审阅签字后存档。Tofileallmemorandum,information,meetingrecordandrelativedataafterberarifiedandsignedbyGSM.5.记录好客人护照，现金及有价值物品的分送，保管直到客人领回。Torecordthesendingofguest’spassportcashandvaluableswell,takecareofthemuntilguesttakethemback.6.在VIP客人抵店前，保证赠品已送至房间。ToconfirmthegifthasbeensentintotheguestroombefortheVIPguestarrival.7.协助商务中心日常工作，并熟知收费标准及所提供的其它服务。ToassistdailyjobofBCknowledgedetailstandardofchangingfeeandotherserviceweoffered.8.协助有关重要楼层的日常工作运转的事宜。Toassistsomeimportantfloorsdailyjob.9.对所有严重的投诉转交宾客服务经理处理。TotransferallseriouscomplainttoGSM.10.对在大厅等待、寻求帮助的客人需向前询问，提供帮助，缩短客人入住登记及离店时间。保密文件，请勿传阅5Toinquireandhelpthegueswhoneedshelpandwaitinthelobby.ShortentimeofC/IanndC/O.11.熟知酒店工作程序及相关政策：预定、房间分配、行李处置、客房部相关知识、餐厅、客房收费、信用政策及保安制度。Toknowdetailthehoteljobprocedureandpolicy:Reservation,roomarrangement,handlingluggagerelativeknowledgeofHSKP,restaurant,chargingfeeofroom,creditpolicyandsecurityinstitution.12.定时巡视公共区域，保证达到客房部卫生标准。TohaveapatrolofpublicareasalltimesconfirmmeetingthehygienestandardofHSKP.13.在VIP客人抵店前检查房间，到店时欢迎并领其至预先安排好的房间，离店时礼貌告别。TochecktheroombeforVIParrivedwelcomestheguestandshowhimtotheroomarraged.Saygood-byetotheguestwhenhechecksout.14.代表酒店引导特定的客人或团队至房间，体现酒店所具有的服务标准确。Tostandforthehotelshowthespecialguestorgrouptorooms,showourservicestandardtothem.15.熟悉内部运作，如售房预测，截止售房日期及房间可用性。Toknowdetailinterworkingforexample:solingforecastenddateofsolingroomandroomusefulquality.16.当有需要时，替换员工去用餐，并在他们繁忙时，协助其工作。Toreplacestafftohaveamealwhenneedsandassettheirjobwhentheyare