MAJOR RESPONSIBILIES 責(zé)任概要 :? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?
To supervise the other Guest Services and attendants. To ensure that they areadhering to all hotel policies, procedures and standards while striving towardstotal guest satisfaction. To ensure that the above-mentioned areas are workingin a professional manner at all times. Responsible for training and developmentof all concierge-related associates, so they are hospitable, outgoing and guestoriented.
監(jiān)督其他賓客服務(wù)部的工作。保證他們遵循酒店的規(guī)章制度，服務(wù)程序及標(biāo)準(zhǔn)并致力于提高所有客人的滿意度。確保以上工作區(qū)域的員工能始終保持專(zhuān)業(yè)的態(tài)度。負(fù)責(zé)所有賓客服務(wù)員工的培訓(xùn)和發(fā)展事宜，使他們成為熱情的，友好的和以客人為宗旨的員工。
SPECIFIC DUTIES工作任務(wù):
1.????Be prepared for each daily activity and review any variations withmanager and associate.
? ? ? ? 準(zhǔn)備日常的工作安排和了解有關(guān)經(jīng)理及員工的變動(dòng)。
2.????Ensure all associates are aware of role and responsibilities and operatewithin their guidelines.
? ? ? ? 確保所有員工都清楚了解自己的角色和職責(zé)，并遵循指導(dǎo)方針工作。
3.????Ensure all associates are properly groomed and uniformed at all times.
? ? ? ? ?確保部門(mén)所有員工始終保持良好儀表及穿著整潔的制服。
4.????Maintain efficiency in the operation of the associate in a high standardof quality of service and courtesy, bringing total satisfaction to our guests.
? ? ? ? 有效的保證員工在工作中能始終提供高質(zhì)量的，謙遜的服務(wù)，以求為客人帶來(lái)最滿意的服務(wù)。
5.????Conduct frequent hospitality audits to ensure the associate areconducting themselves in the manner appropriate for the department.
? ? ? ? 積極指導(dǎo)員工以確保他們按照部門(mén)專(zhuān)業(yè)精神提供服務(wù)。確保實(shí)行酒店服務(wù)標(biāo)準(zhǔn)。
6.????Maintain a good working relationship with the associate and otherdepartments.
? ? ? ? 與員工和其他部門(mén)建立和維持良好的工作關(guān)系。
7.????Determine the requirements for, and the follow-up on, special groups orVIP.
? ? ? ? 確定特殊團(tuán)隊(duì)及重要賓客的各種要求并后續(xù)跟進(jìn)。
8.????Prepare and submit accident or injury reports when needed.
? ? ? ? 在需要時(shí)準(zhǔn)備并提交突發(fā)事件及意外傷害報(bào)告。
9.????Constantly stress to the associate that they are the most effectivetools in merchandising the hotel. Establish a “sales pitch” for the associateto use when assisting guests.
? ? ? ? 經(jīng)常向員工強(qiáng)調(diào)他們是推銷(xiāo)酒店商品的最有效的途徑。為員工建立一個(gè)有效的“銷(xiāo)售陣營(yíng)”來(lái)服務(wù)于客人。
10.?Ensure all guests experiencing a problem receive an appropriateresponse, any promised compensation is delivered，and all guestsreceive appropriate follow up in a timely and professional manner.
? ? ? ? 確保所有顧客所反映的問(wèn)題都得到滿意的回復(fù)，并使客人對(duì)我們專(zhuān)業(yè)的態(tài)度和及時(shí)的彌補(bǔ)措施感到滿意。
11.?Able to supervise the associate and handle any associate situation.
? ? ? ?監(jiān)督并調(diào)整員工的工作狀態(tài)。
12.?Establish effective communication with associates to gain their trustand respect.
? ? ? ?建立與其他員工的有效溝通來(lái)贏得他們的信任及尊重。
13.?Maintain fair and consistent counselling and/or disciplinary proceduresin accordance with Hotel Guarantee of Fair Treatment Policy.
? ? ? ?始終按照公平對(duì)待原則及勸告或懲處程序?qū)Υ龁T工以保證與酒店所提倡的公平對(duì)待原則相一致。
14.?Ensure all associates are safety conscious and trained in safe workpractices.
? ? ? ?確保所有員工都擁有安全意識(shí)并在安全的工作環(huán)境里進(jìn)行培訓(xùn)。
15.?Encourage problems solving by associates through proper training andempowerment.
? ? ? ?鼓勵(lì)員工運(yùn)用相關(guān)的培訓(xùn)知識(shí)及授權(quán)來(lái)獨(dú)立解決問(wèn)題。
16.?Implement proper training program and control the training of theassociate to top efficiency and in accordance with policies.
? ? ? ?參加相關(guān)培訓(xùn)課程，幫助培養(yǎng)符合酒店標(biāo)準(zhǔn)的高品質(zhì)的員工。
17.?Have a thorough knowledge of hotel fire regulations and policy, accidentreports, safety programs, and what the direct duties are in relation to each.Ensure that all associates are properly trained in these procedures.
? ? ? ?全面了解酒店的消防程序，報(bào)警程序，安全守則，并清楚其相關(guān)負(fù)責(zé)人，保證所有同事都參加此類(lèi)培訓(xùn)。
18.?Have accurate and complete guest assistance information availableregarding events taking place in town, restaurants, athletic events, etc.
? ? ? ?能向客人準(zhǔn)確及時(shí)地提供在當(dāng)?shù)夭蛷d，運(yùn)動(dòng)場(chǎng)館等所舉行的宴會(huì)或其他活動(dòng)的消息。
19.?Facilitate departmental training modules. Continually monitor, evaluateand revise training content to reflect changes in the process and address theneeds identified by associates and your manager.
? ? ? ?簡(jiǎn)化部門(mén)培訓(xùn)模式，持續(xù)監(jiān)督、評(píng)估和修改培訓(xùn)的內(nèi)容，以滿足員工與管理人員的不同需求。
20.?Follow up regularly with Department Heads regarding the Guest Serviceprocess and the performance of their department responsibilities along with thedepartment’s function.
? ? ? ?定期向部門(mén)領(lǐng)導(dǎo)匯報(bào)對(duì)客服務(wù)流程以及員工根據(jù)部門(mén)性質(zhì)所應(yīng)負(fù)責(zé)任的工作表現(xiàn)。
21.?Attend and assist with monthly department meetings.
? ? ? 參加并協(xié)助每月部門(mén)會(huì)議。
22.?Ensure all guest incident forms and logs are completely filled out andmaintained. If computer tracking is used, monitor this recording also.
? ? ? ?確保完整記錄和維護(hù)所有關(guān)于客人的事件的資料。 如果使用電腦存檔的，同樣進(jìn)行相應(yīng)的檢查維護(hù)。
23.?Ensure all guests indicating on their in room comment card that theywish to discuss their stay further or that they will not return to thisproperty are contacted by phone or letter.
? ? ? ?保留客人的客房入住建議紀(jì)錄并保持與客人進(jìn)行電話或信件上的聯(lián)系以確認(rèn)他們將來(lái)的行程是否會(huì)再次選擇入住本酒店。
24.?Route associate commendations received from guests and responsible forassembling the HR daily communication packet.
? ? ? ?收集來(lái)自客人對(duì)員工的贊揚(yáng)信息并協(xié)助人事部整理成每日例報(bào)。
25.?Responsible to handle all guest requests and to solve any guestcomplaints.
? ? ? ?負(fù)責(zé)處理所有客人的需求和解決任何客人的投訴。
26.?Ensure that the Hospitality and the Guest Response Programs are beingfollowed and monitored. Be familiar with cultural differences to meet guest’sspecific needs and requirements.
? ? ? ?確?？腿朔答伒男畔⒈粓?zhí)行和監(jiān)督，熟悉文化差異來(lái)滿足客戶(hù)的具體需求。
27.?Have PMS skills, be able to check in and check out and to handlereservation in Marsha when needed.
? ? ? ?具備使用PMS和調(diào)節(jié)平房的能力，能夠辦理入住和離店手續(xù)并在需要的時(shí)候在eBooking里處理預(yù)定。
28.?Be very knowledgeable about the rooms and their locations, services andfacilities of the hotel.
? ? ? ?清楚了解客房以及位置，服務(wù)和酒店設(shè)施。
29.?Know how to offer and arrange car rental , airline and train tickets ,office services, beauty and barber services , baby? sitting ，maintenance andshopping for the guests.
? ? ? ?知道如何提供和安排轎車(chē)租賃服務(wù)，飛機(jī)票和火車(chē)票預(yù)定，秘書(shū)服務(wù)，美容院和理發(fā)店服務(wù)，嬰兒看護(hù)，客人物品維修和購(gòu)物的安排。
30.?Maintain the Repeat Guest Program, the Shiyun Group and the VIP program.Ensure that the above-mentioned clientele are receiving the type of servicethey are deserved and follow up with Guest Services to ensure that all requestsare carried out.
? ? ? ?維護(hù)回頭客的資料系統(tǒng)，時(shí)運(yùn)集團(tuán)會(huì)員計(jì)劃 以及貴賓項(xiàng)目。確保以上提及的客戶(hù)享受到他們應(yīng)得的服務(wù)并且保持與客戶(hù)的良好關(guān)系以確保他們的要求得到滿足。
31.?Be able to handle emergencies. Be trained in these procedures and beable to act upon them.
? ? ? ?能夠處理緊急事件，必須掌握處理緊急事件的程序的相關(guān)知識(shí)和有能力遵照以上知識(shí)在緊急情況發(fā)生時(shí)進(jìn)行處置。
32.?Responsible for appearance and behaviours of associate. Live allgrooming standards by example and ensure all associate compliance with groomingstandards.
? ? ? ?監(jiān)督員工的儀容儀表，根據(jù)酒店儀容儀表標(biāo)準(zhǔn)做出表率并監(jiān)督部門(mén)員工。
33.?Supervise the areas of lobby, main entrance, Front Desk and concierge counter，offer assist,help, training, coach and counsel.
? ? ? ?監(jiān)督大堂，酒店主要入口，前臺(tái)和禮賓部柜臺(tái)區(qū)域，提供協(xié)助，幫助，培訓(xùn)，教導(dǎo)和建議。
34.?Complete and initiate special projects in a timely manner and within duedates.
? ? ? ?迅速有效地完成并指導(dǎo)實(shí)施特定項(xiàng)目目標(biāo)，確保其在指定時(shí)間內(nèi)完成。
35.?Check information board daily, seek for and familiar with additionalinformation.
? ? ? ? 檢查每日公告欄，搜集并熟知新增的信息。
36.?Assist in handling problems in Food and Beverage outlets and refer theincidents to the respective manager.
? ? ? ? 協(xié)助處理各個(gè)餐廳發(fā)生的問(wèn)題并把事件向相關(guān)負(fù)責(zé)經(jīng)理人提交。
37.?Conduct floor patrol to ensure that all area are in order.
? ? ? ? 執(zhí)行樓層巡邏以保證所有區(qū)域正常運(yùn)作。
38.?Report the areas requiring repair and maintenance.
? ? ? ?報(bào)告需要維修維護(hù)的區(qū)域。
39.?Ensure efficient provision of front desk service by check in courteouslyand efficiently, co-ordinate check in and check out for VIP and special guests，handle expresscheck out when needed, assist in maintaining smooth order in the hotel lobby.
? ? ? ? 通過(guò)殷勤且高效地為客人辦理登記入住，確保前臺(tái)提供高效服務(wù)。協(xié)同并跟進(jìn)重要VIP及特殊客人的入住及離店手續(xù)辦理。必要時(shí)提供快速離店服務(wù)，維持酒店大堂秩序順暢。
40.?Handle lost and found items, drill open of safe deposit box, paid out,rebate, room discrepancy, high balance ,?etc.
? ? ? ?監(jiān)督處理以下工作：失物招領(lǐng)，客人保險(xiǎn)箱，現(xiàn)金提取，折扣及房態(tài)差異，押金不足等。
41.?Ensure the log book, handover files and checklists are well maintained.
? ? ? ?確保記錄本，交接文件，工作檢查表清晰流暢。
42.?Keep good relations with guests and write up guest contact reports forthe attention of the Management.
? ? ? ?和客人保持良好的關(guān)系，并為酒店管理層詳細(xì)描述與客人的溝通報(bào)告。
43.?Assist in handling guests when other sections are busy.
? ? ? ?當(dāng)其他部門(mén)繁忙時(shí)協(xié)助處理客人事宜。
44.?Create a productive and positive atmosphere, have a good relationshipwith all associates and other departments.
? ? ? ?創(chuàng)建一個(gè)有效率，積極的工作氣氛，與所有員工和其他部門(mén)保持良好的工作關(guān)系。
45.?Ensure immediate and prompt guest attention to all guest concerns andcomplaints.
? ? ? ?對(duì)于所有客人的投訴和問(wèn)題給予及時(shí)地關(guān)注。
46.?Responsible for resolution of problems and follow up within 10 minutesto ensure satisfaction.
? ? ? ?負(fù)責(zé)做到在10分鐘內(nèi)為客人解決問(wèn)題或后續(xù)服務(wù)以此滿足客人需要。
47.?Develop friendly conversation with guests and obtain feedback from themand reflect to department concerned.
? ? ? ?發(fā)展與客人良好的對(duì)話氛圍，收集和反映客人對(duì)相關(guān)部門(mén)的意見(jiàn)。
48.?Be Familiar with the hotel emergency procedures and to ensure maximumsafety of guest and employees in case of emergencies.
? ? ? ?熟悉酒店的應(yīng)急程序，確保在緊急情況下，最大程度保護(hù)客人和員工的安全。
49.?Contact VIP Guests on a regular basis during their stay, - all arrivalseach evening, - all long stay once a week to see if they need anything special.
? ? ? ?與住店的重要客人保持經(jīng)常性的聯(lián)系，包括其每個(gè)入住到達(dá)的晚上，一周一次的與長(zhǎng)期入住的客人會(huì)面并提供其需要的幫助。
50.?Communicate on a daily basis with sales and the executive office forVIPs.
? ? ? ?經(jīng)常就酒店重要客人的相關(guān)事務(wù)與銷(xiāo)售部門(mén)和行政辦公室溝通。
51.?VIP rooms blocking, ordering gifts, check gifts, check rooms, welcomeVIPs and guidance to the rooms.
? ? ? ?提前確認(rèn)酒店重要客人房間，安排并檢查禮品，檢查房間，歡迎客人并陪同進(jìn)入其客房。
52.?Ensure all associates working at night are indeed on duty.
? ? ? ?確保所有夜班員工到崗。
53.? Supervise all operations i.e. security,housekeeping, etc in the hotel during the night.
? ? ? ?監(jiān)督酒店所有夜間運(yùn)營(yíng)部門(mén)的工作，例如：安保部， 客房部等。
54.?Check that all work areas are neat and clean at night.
? ? ? ?檢查酒店夜間所有工作區(qū)域整潔干凈。
55.?Represent Hotel Management at night by maintaining at a high standard ofservices.
? ? ? ?在夜間代表酒店經(jīng)理保證酒店為客人提供高質(zhì)量的服務(wù)。
56.? Assistant FOM leading the front office team to achieve the target of hotel promotionactivities.
? ? ? ?協(xié)助前廳部經(jīng)理帶領(lǐng)前廳部團(tuán)隊(duì)完成酒店各項(xiàng)促銷(xiāo)活動(dòng)的指標(biāo)
57.? Assistant FOM to managethe FO team，ensure the BSC score isachieved，especially the
guest satistaction score in the Guest Voice
? ? ? ?協(xié)助前廳部經(jīng)理管理前廳部，確保前廳部BSC(平衡記分卡)各項(xiàng)分?jǐn)?shù)達(dá)到目標(biāo)，尤其是確滿意度的分?jǐn)?shù)及OTA點(diǎn)評(píng)分?jǐn)?shù)達(dá)標(biāo)。
58.? Responsible for theimplementation of guest benefits during their stay in accordance with standardsand procedures.
? ? ? ?根據(jù)標(biāo)準(zhǔn)和程序，負(fù)責(zé)落實(shí)賓客在店期間所享受的禮遇。
59.? Follow the guestservice standard in the work，make sure the guest satisfaction
score in the Guest Voice and Ctrip up to standard.
? ? ? ?在工作中遵循酒店對(duì)客服務(wù)滿意標(biāo)準(zhǔn)，確保賓客滿意度和攜程中賓客滿意度的分?jǐn)?shù)達(dá)標(biāo)。
60.?Pay attention to the situation of thedepartment staff and achieve the objectives of the
departmentstaff satisfaction survey.
? ? ? ?關(guān)注部門(mén)員工工作情況，達(dá)到部門(mén)員工滿意度調(diào)查的目標(biāo)。
