JOBDESCRIPTION職責(zé)描述JOBTITLE:職稱ConciergeCaptain禮賓領(lǐng)班AREA/DEPARTMENT:部門RoomsDivision/FrontOffice/BellServices房務(wù)部/前廳部/行李服務(wù)JOBBAND:職位級別8HOTELLEVEL:酒店級別I-VREPORTSTO:上屬ConciergeSupervisePOSITIONSSUPERVISED:下屬Bellman/Doorgirl行李員/門僮JOBSCOPE:職責(zé)范圍Responsibleforprovidingaccurateinformation,concerninghotelfacilities,venuesandfunctionsandhandlingguestinquiries.Supervisestheissueofkeys,mail,messages,faxandparcelstotheguests.PromotesthedesiredworkculturearoundTrust,Integrity,Respect,OneTeamandServiceoftheOCTInternationalHotelManagementCompanyandthebrandethos.向客人供應(yīng)精確的酒店相關(guān)服務(wù)信息，回答客人問訊監(jiān)督信件、留言、傳真和包袱的分發(fā)工作。努力創(chuàng)建良好的工作氛圍，做到誠懇、相互敬重、以及良好的團(tuán)對合作精神。KeyResponsibilities主要職責(zé)Assistguestswithallinquiries,bothhotelandnon-hotelrelated賜予全部店內(nèi)客人以必要的幫助和幫助。BethoroughlyawareofarrivalsanddeparturesofeachdaywithemphasisonVIP’s,groupsandcrewmovements.每天隨時(shí)留意抵達(dá)和離開酒店的貴賓和團(tuán)隊(duì)的信息以及員工動態(tài)。ToworkcloselywithCEOManagertoensurebaggageforVIP’s,PriorityClubMembersaredeliveredpromptly同首席來賓體驗(yàn)經(jīng)理親密協(xié)作保證貴賓的行李正確的送到房間。ToassisttheDoormanandsuperviseontrafficcontrolalongthedrivewayduringpeakhours幫助門童管理監(jiān)督在高峰期門前車道順暢無阻。Preparenewspaperordersandco-ordinateswithnewsvendorforearlydelivery.SupervisesBellmanfornewspaperdelivery與報(bào)紙發(fā)行商保持親密聯(lián)系。監(jiān)督行李員的報(bào)紙分發(fā)正確無誤。Ensuringthatallequipment(trolley,etc....)areinproperconditionandrecordedproperly保證各項(xiàng)服務(wù)設(shè)備的良好運(yùn)轉(zhuǎn)比如：行李車等。Conductsdailybriefingandtoensurethatalluniformservicestaffarekeptuptodate,properlyinstructedandthatallstaffareproperlydressed,neatandcleanbeforestartofduty.Similarly,staffappearanceshouldremainclean,smartandtidyatalltimes.確保班前員工制服正確穿著干凈。隨時(shí)檢查員工儀容儀表。Ensurethatallstaffarefullyinformedandknowledgeableonhotelfacilitiesanditssurroundingareas保證員工熟識酒店的各項(xiàng)服務(wù)設(shè)施的運(yùn)做狀況Ensurethatthesurroundingareasatthelobbylevelandmainentranceareclean保證酒店大堂和正門區(qū)域衛(wèi)生干凈整齊Conducteffectiveshiftbriefingstoensurehotelactivitiesandoperationalrequirementsareknown熟識駕馭酒店全部的營運(yùn)設(shè)施狀況Maintaindetailedknowledgeoftheactivitiesofthedayandalerttoanypotentialproblems處理日常問題并對潛在的問題提出警示。Maintaindetailedknowledgeofkeyoccurrencesinyourcity/locationincludingdirectionstokeypointsofinterests,restaurants,theaters,shopping,cinemas,sportingandrecreationalfacilities,banks,consulates,transportsystemsandspecialevents熟識駕馭當(dāng)?shù)馗鞣N信息的變更包括：餐廳、劇場、商場、電影院和運(yùn)動場以及各種消遣設(shè)施的狀況。以及銀行、詢問和交通方面的信息和重大活動支配。Maintainadequatesuppliesofforms,brochuresandensuretheyarepresentedinlinewithhotelstandards保證足夠的日常工作用品和酒店的宣揚(yáng)資料并依據(jù)酒店的標(biāo)準(zhǔn)擺放。Manageallincomingguestmail,messages,facsimilesandspecialdeliveries,inaccordancewithpolicy依據(jù)酒店的標(biāo)準(zhǔn)管理進(jìn)店信件、留言、傳真和須要分發(fā)的物品。Manageoutgoingguestmail,courierservices,postageofparcelsandfreightingasdirectedbyguests依據(jù)酒店的規(guī)定或客人的特殊須要處理出店的信件、快件、包袱等。Receivetelephonecallsandtakemessagesforguestswhoareout,inaccordancewithhotelpolicy依據(jù)酒店規(guī)定接聽電話，為外出的客人留言。Recordincomingregisteredmail,parcel,inappropriatefile進(jìn)店掛號信和包袱作好記錄。Nightstaffcheckmail,messageofexpectedguestsagainstthesystem/computerandexpectedarrivals夜班員工依據(jù)房間預(yù)定檢查預(yù)料抵達(dá)客人的留言和傳真并做好記錄。PrepareefficientworkscheduleforBellstaff,arrangingholidaysandvacations,takingintoconsiderationprojectedoccupancyandforecastsandanylargegroupmovements,especiallythosewithearlyorlatearrivalsanddepartures合理支配員工班次、假期和休假，在出租率高峰期、重大接待活動時(shí)保證足夠的人手Mustbefullyconversantwithemergencyevacuationandfireproceduresandensuringalluniformedstaffareawareoftheseprocedures確保全部員工熟識駕馭緊急狀況的處理程序HumanResourceandTrainingResponsibilities人力資源和培訓(xùn)職責(zé)WorkswithSuperiorandHumanResourceManagertoensurethedepartmentalperformanceofstaffisproductive.Dutiesinclude:親密同人事部門經(jīng)理的合作，保證部門員工的合理數(shù)量。職責(zé)包括：Conductonthejobtraininginaccordancewiththedepartmentalstandardsandproceduresandmaintainarecordofprogressforeachstaffmember依據(jù)部門運(yùn)做程序和標(biāo)準(zhǔn)進(jìn)行員工培訓(xùn)并做好培訓(xùn)記錄。Provideinputforprobationandformalperformanceappraisaldiscussionsinlinewithcompanyguidelines依據(jù)酒店標(biāo)準(zhǔn)的對新員工做出訪用期評估。EnsurenewstaffattendCorporateOrientationwithinfirstmonthofhire確保新員工參與入職第一個(gè)月的入職培訓(xùn)。Coach,counselanddisciplinestaffinbreachofhotelpoliciesanddepartmentalprocedures,providingconstructivefeedbacktoenhanceperformance培訓(xùn)、指導(dǎo)員工參與培訓(xùn)聽取員工看法提高員工的工作實(shí)力。FinancialResponsibilities財(cái)務(wù)職責(zé)Workswithsuperiorinthepreparationandmanagementofthedepartment’sbudgetandisawareoffinancialtargets熟識、管理部門的各項(xiàng)財(cái)務(wù)預(yù)算狀況。主要職責(zé)包括：Recycleswhere-everpossibleandenforcescostsavingmeasurestostaff隨時(shí)隨地提示員工留意成本限制OccupationalHealthandSafetyResponsibilities職業(yè)健康和平安職責(zé)DemonstrateAwarenessofTheInterlakenOCTHotelShenzhenpoliciesandproceduresandensureallproceduresareconductedsafelyandwithinhotelguidelinesandensureyourdirectreportsdothesame聽從深圳茵特拉根華僑城酒店的平安操作規(guī)程。并在酒店指導(dǎo)下操作。Beawareofdutyofcareandadheretooccupational,healthandsafetylegislation,policiesandprocedures清晰酒店的職業(yè)要求以及健康、平安的規(guī)章制度的制度和程序。Befamiliarwithpropertysafety,firstaidandfireandemergencyproceduresandoperateequipmentsafelyandsensibly熟識消防、救援以及緊急突發(fā)事務(wù)的處理程序。Initiateactiontocorrectahazardoussituationandnotifysupervisorsofpotentialdangers正確處理緊急事務(wù)并且通知主管潛在的危急。Logsecurityincidentsandaccidentsinaccordancewithhotelrequirements依據(jù)酒店規(guī)定正確記錄突發(fā)事務(wù)和意外事故KeyCompetencies主要實(shí)力KeyTasks主要任務(wù)DriveForResults為目標(biāo)努力Sethighperformancestandardsandpursueagreedgoals(withyourManager)建立高標(biāo)準(zhǔn)的工作標(biāo)準(zhǔn)（經(jīng)部門經(jīng)理批準(zhǔn)）。Striveforconstantimprovementsandtakesresponsibilityforachievingbusinessresultsandperseveredespiteobstacles不斷提高自身的實(shí)力，堅(jiān)持不懈達(dá)到目標(biāo)的責(zé)任心ReportproblemstoManagementwithsuggestionsforresolution向管理層匯報(bào)問題并提出建設(shè)性的解決看法UnderstandingtheBusiness了解酒店運(yùn)營Demonstrateaninterestinandanunderstandingofissuesrelevanttoyourdepartmentandhotelandkeepyourknowledgeuptodate,includinglegislativeinformationUnderstandsthehotel’sbusinesspriorities,駕馭有關(guān)部門和酒店的業(yè)務(wù)學(xué)問并且常常更新。Productsandservicesandhasagoodgrasphowthedepartmentisrun熟識了解各部門的運(yùn)做狀況。Bringsbestpracticetotheattentionofdepartment,sharesnewideasthathavebeenreadaboutordiscovered供應(yīng)良好的部門培訓(xùn)，共享共同探討的新觀點(diǎn)Clearlyunderstandshowtheirownroleandtheroleofothersimpactemployeesatisfaction,guestsanddepartmentperformance清晰的駕馭本部門的運(yùn)做狀況，了解影響員工、客人和其他部門滿足的因素。ProblemSolvingandDecisionMaking推斷和解決問題Diagnoseproblemsandthoroughlyanalyseinformationtoguidedecisionmaking徹底分析問題的緣由并做出正確的確定Evaluateandassimilatecriticalinformationwhenreachingconclusionsandmakelogical,competentdecisions分析相關(guān)信息做出合理的確定CustomerFocus聚焦顧客Buildandmaintainpositiverelationshipswithallinternalcustomersandguestsinordertoanticipatetheirneeds與其他部門建立良好的協(xié)作關(guān)系。Takeactiontoaddresstheseneedsinordertoexceedtheirexpectations供應(yīng)超值服務(wù)Createapositivehotelimageineveryinteractionwithinternalandexternalcustomers給進(jìn)出酒店的客人主動主動的印象Adheretohotelbrandstandards堅(jiān)持酒店標(biāo)準(zhǔn)Maintainahighlevelofproductandserviceknowledgeinordertoexplainandsellservicesandfacilitiestoguests保持高質(zhì)量的服務(wù)。隨時(shí)向客人銷售酒店的設(shè)施和服務(wù)產(chǎn)品Maintainknowledgeofspecialprogramsandeventsinthehotelinordertorecognizeandrespondtoguestsneeds隨時(shí)向客人供應(yīng)酒店的特殊服務(wù)和最新產(chǎn)品。MaintaincurrentHotelinformationtobeabletoprovideinformationtoguests確保供應(yīng)應(yīng)客人最新的酒店信息Innovation創(chuàng)新Demonstrateco-operationandtrustwithcolleagues,supervisors,teamsandacrossdepartments與本部們和其他部門保持良好的合作Communicatewelltoensureeffectiveshifthand-over保證每個(gè)班次的良好溝通和交接Activelyparticipateinandconductorganizedmeetings主動參與酒店組織的各個(gè)活動Interactwithdepartmentandhotelstaffinaprofessionalandpositivemannertofostergoodrapport,promoteteamspiritandensureeffectivetwowaycommunication主動和善的合作看法。發(fā)揚(yáng)團(tuán)隊(duì)精神保證溝通順暢Teamwork團(tuán)隊(duì)合作Beopentonewideasandmakechangesinthejobandroutineasrequired不斷更新工作方法，提出新的工作建議Workinlinewithbusinessrequirementsinaflexibleandoptimisticmanner順應(yīng)不斷變更的工作要求。CompletetasksasdirectedbyManagement完成管理層交給的工作。DeputizeintheabsenceofyourManager經(jīng)理不在時(shí)行使管理職責(zé)Adaptability適應(yīng)實(shí)力Establishactionplansandschedulesformeetingdepartmentalpriorities提前組織支配部門的會議。Assignresponsibilities,allocateresourcesandco-ordinatetheactivitiesofyourselfandotherstomeetobjectiveseffectivelyandefficiently合理有效的支配工作支配，負(fù)責(zé)實(shí)施。ImpactandInfluence影響力和感染力Promoteyourideaspersuasively,andshapetheopinionofsubordinatesandovercomeresistance良好的語言表達(dá)實(shí)力可以變更下屬的觀點(diǎn)Buildconsensusforactionandnegotiatemutuallybeneficialsolutions.聽取大多數(shù)人的建議協(xié)商解決問題LeadingandDevelopingPeople領(lǐng)導(dǎo)和發(fā)展員工WorkwithyourManagertoensureyouhaveaclearviewofwhatisrequiredtoachieveresults,andtakeactionandresponsibilitytodeliverit.Ensureyourteammeetsdeadlinesandqualitystandardsandtasks