礼宾部领班岗位职责

IvanJOBDESCRIPTION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。KeyResponsibilities主要职责Assistguestswithallinquiries,bothhotelandnon-hotelrelated给予所有店内客人以必要的帮助和协助。BethoroughlyawareofarrivalsanddeparturesofeachdaywithemphasisonVIP’s,groupsandcrewmovements.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。ToworkcloselywithCEOManagertoensurebaggageforVIP’s,PriorityClubMembersaredeliveredpromptly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。ToassisttheDoormanandsuperviseontrafficcontrolalongthedrivewayduringpeakhours协助门童管理监督在高峰期门前车道顺畅无阻。Preparenewspaperordersandco-ordinateswithnewsvendorforearlydelivery.IvanSupervisesBellmanfornewspaperdelivery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。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保证员工熟悉酒店的各项服务设施的运做情况Ensurethatthesurroundingareasatthelobbylevelandmainentranceareclean保证酒店大堂和正门区域卫生干净整洁Conducteffectiveshiftbriefingstoensurehotelactivitiesandoperationalrequirementsareknown熟悉掌握酒店所有的营运设施情况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。Maintainadequatesuppliesofforms,brochuresandensuretheyarepresentedinlinewithhotelstandards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。Manageallincomingguestmail,messages,facsimilesandspecialdeliveries,inaccordancewithpolicy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。Manageoutgoingguestmail,courierservices,postageofparcelsandfreightingasdirectedbyguests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。Receivetelephonecallsandtakemessagesforguestswhoareout,inaccordancewithhotelpolicy根据酒店规定接听电话，为外出的客人留言。Recordincomingregisteredmail,parcel,inappropriatefile进店挂号信和包裹作好记录。Nightstaffcheckmail,messageofexpectedguestsagainstthesystem/computerandexpectedarrivals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。PrepareefficientworkscheduleforBellstaff,arrangingholidaysandvacations,takingintoconsiderationprojectedoccupancyandforecastsandanylargegroupmovements,Ivanespeciallythosewithearlyorlatearrivalsanddepartures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Mustbefullyconversantwithemergencyevacuationandfireproceduresandensuringalluniformedstaffareawareoftheseprocedures确保所有员工熟悉掌握紧急情况的处理程序HumanResourceandTrainingResponsibilities人力资源和培训职责WorkswithSuperiorandHumanResourceManagertoensurethedepartmentalperformanceofstaffisproductive.Dutiesinclude:密切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：oConductonthejobtraininginaccordancewiththedepartmentalstandardsandproceduresandmaintainarecordofprogressforeachstaffmembero根据部门运做程序和标准进行员工培训并做好培训记录。oProvideinputforprobationandformalperformanceappraisaldiscussionsinlinewithcompanyguidelineso根据酒店标准的对新员工做出使用期评估。oEnsurenewstaffattendCorporateOrientationwithinfirstmonthofhireo确保新员工参加入职第一个月的入职培训。oCoach,counselanddisciplinestaffinbreachofhotelpoliciesanddepartmentalprocedures,providingconstructivefeedbacktoenhanceperformanceo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。FinancialResponsibilities财务职责Workswithsuperiorinthepreparationandmanagementofthedepartment’sbudgetandisawareoffinancialtargets熟悉、管理部门的各项财务预算情况。主要职责包括：Recycleswhere-everpossibleandenforcescostsavingmeasurestostaff随时随地提醒员工注意成本控制OccupationalHealthandSafetyResponsibilities职业健康和安全职责DemonstrateAwarenessofTheInterlakenOCTHotelShenzhenpoliciesandproceduresandensureallproceduresareconductedsafelyandwithinhotelguidelinesandensureyourdirectreportsdothesame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。Beawareofdutyofcareandadheretooccupational,healthandsafetylegislation,policiesandprocedures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。Befamiliarwithpropertysafety,firstaidandfireandemergencyproceduresandoperateequipmentsafelyandsensiblyIvan熟悉消防、救护以及紧急突发事件的处理程序。Initiateactiontocorrectahazardoussituationandnotifysupervisorsofpotentialdangers正确处理紧急事件并且通知主管潜在的危险。Logsecurityincidentsandaccidentsinaccordancewithhotelrequirements根据酒店规定正确记录突发事件和意外事故KeyCompetencies主要能力KeyTasks主要任务DriveForResults为目标努力Sethighperformancestandardsandpursueagreedgoals(w