酒店礼宾部经理岗位职责

ChiefConcierge礼宾部经理Roomtohaveagreatstart成功的开始HotelLevel:酒店等级：IV–V四-五Department:部门：RoomsDivision房务部JobBand:职位等级：66ReportsTo:直属上级：FrontOfficeManager前厅部经理JOBOVERVIEW职位概述OverseesanddirectsallaspectsoftheBellserviceoperations监督和指导行李服务的各方面工作。Leadthecoordinationofanyguests’needs,specialrequests,andinquiriestoensuresuperiorserviceandvalueforourguests.领导协调客人的需求，特殊要求和请求来确保为客人提供卓越和超值的服务。AtInterContinentalHotels&Resorts®wewantourgueststofeelspecial,cosmopolitanandIntheKnowwhichmeansweneedyouto:Becharmingbybeingapproachable,havingconfidenceandshowingrespect.Stayinthemomentbyunderstandingandanticipatingguests’needs,beingattentiveandtakingownershipofgettingthingsdone.Makeitmemorablebybeingknowledgeable,sharingstoriesandshowingyourstyletocreatemomentsthatmakepeoplefeelspecial.在洲际酒店及度假村®，我们希望宾客感觉风格独特、时尚现代和深入洞悉，这意味我们需要你：亲切、充满自信、体现尊重来展现富有魅力的你。理解和预测宾客的需要、做到细心周到、具主人翁精神、把事情办好，保持专注当下。见多识广、分享阅历、展现你的风格来创造令人感觉特别的时刻，做到令人难忘。DUTIESANDRESPONSIBILITIES工作职责SuperviseanddirectBellDeskactivitiesandBellStaff对行李服务台的活动和行李服务人员实施监督和指导。Responsibleforsortinganddistributingguestsandadministrativemailandreturningmailtothesenderforforwardingmail负责挑选和分发客人的信件及行政信件，并将无人接收的信件送返发信人。Page2of5第2页，共5页Provideinformationpertainingtoallhotelservices,localplacesofinterests,restaurants,doctors,sightseeingtoursandanyotherinformationlikelytobeoftheinteresttoguests提供客人可能感兴趣的关于酒店所有服务、当地名胜、餐馆、医生、观光等方面的信息。Bepreparedtorecommendfirstandforemostthehotel’sownFoodandBeverageoutletsbeforeanyother,makinghimselftotallyfamiliarwiththeoperatingtimesandeachoutletsbenefits最先向客人推荐本酒店的餐饮营业场所，熟知这些营业场所的营业时间和各自的特长。Ensurethelobbyisalwayskeptinanorderlyfashion确保大厅始终保持整洁。Coordinatesthepagingofguestsinthelobby,Food&Beverageoutlets,andwhereconsideredappropriatebytheManagement在大厅、餐饮营业场所和其它管理层认为合适的地方协调对客人的呼叫工作。Responsibleforthemaintenanceofthehotelinformationdirectory(functionboard)andensuresthattheinformationshownincurrentandaccurateatalltimes负责维护酒店信息簿（功能板），并确保所有信息的准确性和实效性。PreparesefficientworkscheduleforBellServices,arrangingholidaysandvacation,takingintoconsiderationprojectoccupancyandforecastsandanylargegroupmovements,especiallythosewithearlyorlatearrivalsordepartures在考虑酒店入住情况和预测以及大规模的团组活动，特别是关于提前或延迟到达及离店的情况的前提下，为行李服务部员工准备高效的工作计划，安排节日和假日。Ensuresthatallbellstaffareneat,cleanandpunctualatalltimesandthattheyperformthetaskassignedtothempromptlyandefficiently确保所有行李服务人员随时保持衣着整洁，工作守时，并且能够快速和高效的完成任务。HandleproblemsassociatedwithguestsandliaisewithdepartmentheadsorexecutivemanagementintheabsenceoftheAssistantManager.处理与客人相关的问题，在经理助理缺席的情况下负责与各部门负责人或行政管理部门联系。WorkswithSuperiorandHumanResourcesonmanpowerplanningandmanagementneeds与上级领导和人力资源部一起进行人力规划和管理需求。WorkswithSuperiorandDirectorofFinanceinthepreparationandmanagementoftheDepartment’sbudget.与上级领导和财务总监一起编制和管理部门预算。ACCOUNTABILITY责任范围Numberofemployeessupervised–Page3of5第3页，共5页管理的员工DirectConcierge/BellCaptain/Doorman直接礼宾主管，行李领班，门僮IndirectN/A间接无AnnualOperatingProfit/PayrollBudget–年度经营利润和薪金预算DepartmentBudget部门预算KeyMetrics–主要绩效指标DepartmentBudget部门预算GuestSatisfactionSurvey宾客满意度调查DecisionMakingResponsibilities(DecisionRights)–决策职责(决策权)﹣DepartmentBudget部门预算MatterspertainingtoBellServicesoperations与行李服务运营相关的事宜WithintheauthorityasassignedforHotelBand6role酒店职位6级所拥有职权范围QUALIFICATIONSANDREQUIREMENTS任职要求RequiredSkills–技能要求Page4of5第4页，共5页Communicationskillsareutilizedasignificantamountoftimewheninteractingwithothers;demonstratedabilitytointeractwithcustomers,employeesandthirdpartiesthatreflectshighlyonthehotel,thebrandandtheCompany.拥有在与他人交往时大多数时间所使用的沟通技能；完全代表酒店，品牌和公司与顾客，员工和第三方交往的能力。Goodwritingskills具有良好写作技能ProficientintheuseofMicrosoftOfficeandFrontOfficeSystem熟练使用微软办公软件和前台系统Problemsolving,motivating,organizationalandtrainingabilities具有解决问题，推理，号召，组织和培训能力Qualifications–学历DiplomainHotelAdministration,HotelManagementorequivalent具有酒店行政管理，酒店管理或相关的大专学历。Experience–经验2yearsexperienceinconciergeorrelateddisciplinewith6monthsinasupervisorycapacity,oranequivalentcombinationofeducationandexperience.拥有2年酒店宾客服务工作经验，包括6个月管理经验，或与此相当的教育和相关工作经验结合的背景。Thestatementsinthisjobdescriptionareintendedtodescribetheessentialnatureandlevelofworkbeingperformed.TheyarenotintendedtobeALLresponsibilitiesorqualificationsofthejob.EmployeeName(print)EmployeeSignatureDate此职位描述所陈述的只是该项工作的核心内容和主要层面，并非所有职责或资历要求。Page5of5第5页，共5页员工姓名(正楷)员工签名日期