礼宾部各岗位职责说明书样本.doc

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JOB DESCRIPTION
职责描述
JOB TITLE:
职称
Concierge Captain
礼宾领班
AREA/DEPARTMENT:
部门
Rooms Division / Front Office / Bell Services
房务部 / 前厅部 / 行李服务
JOB BAND:
职位等级
8

HOTEL LEVEL:
酒店等级
I - V

REPORTS TO:
上属
Concierge Supervise

POSITIONS SUPERVISED:
下属
Bellman / Door girl
行李员 / 门僮
JOB SCOPE:
职责范围
Responsible for providing accurate information, concerning hotel facilities, venues and functions and handling guest inquiries. Supervises the issue of keys, mail, messages, fax and parcels to the guests. Promotes the desired work culture around Trust, Integrity, Respect, One Team and Service of the OCT International Hotel Management Company and the brand ethos.
向客人提供正确酒店相关服务信息，回复客人问讯监督信件、留言、传真和包裹分发工作。努力发明良好工作气氛，做到老实、相互尊重、和良好团对合作精神。

Key Responsibilities 关键职责
· Assist guests with all inquiries, both hotel and non-hotel related
· 给全部店内客人以必需帮助和帮助。
· Be thoroughly aware of arrivals and departures of each day with emphasis on VIP’s, groups and crew movements.
· 天天随时注意抵达和离开酒店贵宾和团体信息和职员动态。
· To work closely with CEO Manager to ensure baggage for VIP’s, Priority Club Members are delivered promptly
· 同首席来宾体验经理亲密协作确保贵宾行李正确送到房间。
· To assist the Doorman and supervise on traffic control along the driveway during peak hours
· 帮助门童管理监督在高峰期门前车道顺畅无阻。
· Prepare newspaper orders and co-ordinates with news vendor for early delivery. Supervises Bellman for newspaper delivery
· 和报纸发行商保持亲密联络。监督行李员报纸分发正确无误。
· Ensuring that all equipment (trolley, etc....) are in proper condition and recorded properly
· 确保各项服务设备良好运转比如：行李车等。
· Conducts daily briefing and to ensure that all uniform service staff are kept up to date, properly instructed and that all staff are properly dressed, neat and clean before start of duty. Similarly, staff appearance should remain clean, smart and tidy at all times.
· 确保班前职员制服正确穿着洁净。随时检验职员仪容仪表。
· Ensure that all staff are fully informed and knowledgeable on hotel facilities and its surrounding areas
· 确保职员熟悉酒店各项服务设施运做情况
· Ensure that the surrounding areas at the lobby level and main entrance are clean
· 确保酒店大堂和正门区域卫生洁净整齐
· Conduct effective shift briefings to ensure hotel activities and operational requirements are known
· 熟悉掌握酒店全部营运设施情况
· Maintain detailed knowledge of the activities of the day and alert to any potential problems
· 处理日常问题并对潜在问题提出警示。
· Maintain detailed knowledge of key occurrences in your city/location including directions to key points of interests, restaurants, theaters, shopping, cinemas, sporting and recreational facilities, banks, consulates, transport systems and special events
· 熟悉掌握当地多种信息改变包含：餐厅、剧场、商场、电影院和运动场和多种娱乐设施情况。和银行、咨询和交通方面信息和重大活动安排。
· Maintain adequate supplies of forms, brochures and ensure they are presented in line with hotel standards
· 确保足够日常工作用具和酒店宣传资料并根据酒店标准摆放。
· Manage all incoming guest mail, messages, facsimiles and special deliveries, in accordance with policy
· 依据酒店标准管理进店信件、留言、传真和需要分发物品。
· Manage outgoing guest mail, courier services, postage of parcels and freighting as directed by guests
· 依据酒店要求或客人尤其需要处理出店信件、快件、包裹等。
· Receive telephone calls and take messages for guests who are out, in accordance with hotel policy
· 依据酒店要求接听电话，为外出客人留言。
· Record incoming registered mail, parcel, in appropriate file
· 进店挂号信和包裹作好统计。
· Night staff check mail, message of expected guests against the system/computer and expected arrivals
· 夜班职员依据房间预定检验估计抵达客人留言和传真并做好统计。
· Prepare efficient work schedule for Bell staff, arranging holidays and vacations, taking into consideration projected occupancy and forecasts and any large group movements, especially those with early or late arrivals and departures
· 合理安排职员班次、假期和休假，在出租率高峰期、重大接待活动时确保充足人手
· Must be fully conversant with emergency evacuation and fire procedures and ensuring all uniformed staff are aware of these procedures
· 确保全部职员熟悉掌握紧急情况处理程序

Human Resource and Training Responsibilities 人力资源和培训职责
· Works with Superior and Human Resource Manager to ensure the departmental performance of staff is productive. Duties include:
· 亲密同人事部门经理合作，确保部门职员合理数量。职责包含：
o Conduct on the job training in accordance with the departmental standards and procedures and maintain a record of progress for each staff member
o 依据部门运做程序和标准进行职员培训并做好培训统计。
o Provide input for probation and formal performance appraisal discussions in line with company guidelines
o 依据酒店标准对新职员做出使用期评定。
o Ensure new staff attend Corporate Orientation within first month of hire
o 确保新职员参与入职第30天入职培训。
o Coach, counsel and discipline staff in breach of hotel policies and departmental procedures, providing constructive feedback to enhance performance
o 培训、指导职员参与培训听取职员意见提升职员工作能力。
Financial Responsibilities 财务职责
· Works with superior in the preparation and management of the department’s budget and is aware of financial targets
· 熟悉、管理部门各项财务预算情况。关键职责包含：
· Recycles where-ever possible and enforces cost saving measures to staff
· 随时随地提醒职员注意成本控制

Occupational Health and Safety Responsibilities 职业健康和安全职责
· Demonstrate Awareness of The Interlaken OCT Hotel Shenzhen policies and procedures and ensure all procedures are conducted safely and within hotel guidelines and ensure your direct reports do the same
· 服从深圳茵特拉根华侨城酒店安全操作规程。并在酒店指导下操作。
· Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures
· 清楚酒店职业要求和健康、安全规章制度制度和程序。
· Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly
· 熟悉消防、救护和紧急突发事件处理程序。
· Initiate action to correct a hazardous situation and notify supervisors of potential dangers
· 正确处理紧急事件而且通知主管潜在危险。
· Log security incidents and accidents in accordance with hotel requirements
· 依据酒店要求正确统计突发事件和意外事故
Key Competencies
关键能力
Key Tasks
关键任务
Drive For Results
为目标努力

· Set high performance standards and pursue agreed goals (with your Manager)
· 建立高标准工作标准（经部门经理同意）。
· Strive for constant improvements and takes responsibility for achieving business results and persevere despite obstacles
· 不停提升本身能力，坚持不懈达成目标责任心
· Report problems to Management with suggestions for resolution
· 向管理层汇报问题并提出建设性处理意见
Understanding the Business
了解酒店运行

· Demonstrate an interest in and an understanding of issues relevant to your department and hotel and keep your knowledge up to date, including legislative information
· Understands the hotel’s business priorities,
· 掌握相关部门和酒店业务知识而且常常更新。
· Products and services and has a good grasp how the department is run
· 熟悉了解各部门运做情况。
· Brings best practice to the attention of department, shares new ideas that have been read about or discovered
· 提供良好部门培训，分享共同讨论新见解
· Clearly understands how their own role and the role of others impact employee satisfaction, guests and department performance
· 清楚掌握本部门运做情况，了解影响职员、客人和其它部门满意原因。
Problem Solving and Decision Making
判定和处理问题
· Diagnose problems and thoroughly analyse information to guide decision making
· 根本分析问题原因并做出正确决定
· Evaluate and assimilate critical information when reaching conclusions and make logical, competent decisions
· 分析相关信息做出合理决定
Customer Focus
聚焦用户

· Build and maintain positive relationships with all internal customers and guests in order to anticipate their needs
· 和其它部门建立良好协作关系。
· Take action to address these needs in order to exceed their expectations
· 提供超值服务
· Create a positive hotel image in every interaction with internal and external customers
· 给进出酒店客人主动主动印象
· Adhere to hotel brand standards
· 坚持酒店标准
· Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests
· 保持高质量服务。随时向客人销售酒店设施和服务产品
· Maintain knowledge of special programs and events in the hotel in order to recognize and respond to guests needs
· 随时向客人提供酒店尤其服务和最新产品。
· Maintain current Hotel information to be able to provide information to guests
· 确保提供给客人最新酒店信息
Innovation
创新
· Demonstrate co-operation and trust with colleagues, supervisors, teams and across departments
· 和本部们和其它部门保持良好合作
· Communicate well to ensure effective shift hand-over
· 确保每个班次良好沟通和交接
· Actively participate in and conduct organized meetings
· 主动参与酒店组织各个活动
· Interact with department and hotel staff in a professional and positive manner to foster good rapport, promote team spirit and ensure effective two way communication
· 主动和善合作态度。发扬团体精神确保沟通顺畅
Teamwork
团体合作

· Be open to new ideas and make changes in the job and routine as required
· 不停更新工作方法，提出新工作提议
· Work in line with business requirements in a flexible and optimistic manner
· 顺应不停改变工作要求。
· Complete tasks as directed by Management
· 完成管理层交给工作。
· Deputize in the absence of your Manager
· 经理不在时行使管理职责
Adaptability
适应能力

· Establish action plans and schedules for meeting departmental priorities
· 提前组织安排部门会议。
· Assign responsibilities, allocate resources and co-ordinate the activities of yourself and others to meet objectives effectively and efficiently
· 合理有效安排工作计划，负责实施。
Impact and Influence
影响力和感染力

· Promote your ideas persuasively, and shape the opinion of subordinates and overcome resistance
· 良好语言表示能力能够改变下属见解
· Build consensus for action and negotiate mutually beneficial solutions.
· 听取大多数人提议协商处理问题
Leading and Developing
People
领导和发展职员
· Work with your Manager to ensure you have a clear view of what is required to achieve results, and take action and responsibility to deliver it. Ensure your team meets deadlines and quality standards and tasks and projects are completed as required
· 和部门经理亲密合作，确保清楚工作目标和行动正确实施，确保根据计划完成工作。
· Adheres to and enforces The Interlaken OCT Hotel Shenzhen Group Code of Conduct, Hotel Policy and Departmental Procedures
· 清楚而且服从深圳茵特拉根华侨城酒店部门规章制度和程序。
Cultural Awareness
文化意识
· Inspire others to excel by clearly communicating department and section goals and priorities, recognizing good performance and supporting employees when required
· 激励职员而且给在业务上指导，认可职员在工作中良好表现给业务上帮助。
· Develop potential of others through training, coaching and development opportunities
· 开发职员潜力给发展空间，提升以后实际工作能力
Drive For Results
为目标努力

· Work effectively with customers and colleagues from different viewpoints, cultures and countries
· 适应不一样文化背景和见解，确保高效率对客和内部服务水平。

礼宾部领班每日工作步骤

1.向礼宾部主管负责，帮助主管做好部门管理工作；

2.主持班前、班后会，检验职员仪容仪表；

3.检验行李房行李登记及保管情况；

4.检验每班组职员维护、保养设施设备工作；

5.合理安排当值职员带房、送报纸、留言、传真、用餐等各项工作；

6.负责做好租车及预订服务；

7.为来宾提供租借物品等服务；

8.维护大堂正常秩序；

9.检验当值职员工作情况，确保客人得到满意服务；

10.了解酒店服务设施和全部活动，解答客人多种疑问，确保关键来宾得到尤其服务；

11.做好天天对本班次职员考评记分工作；

12.必需时接收主管委托，代理其工作；

13.完成上级交办其它任务；