SCOPE 范圍
The Bell Captain is
responsible for daily operations of the Bellmen The Bell Captain is responsible
for ensuring their teams deliver service with poise and respond to guest
requests efficiently and effectively. Following the department standards and
procedures so they exceed the guest expectation. The Bell Captain must drive the key
metrics to achieve GSI, CSI, KPI and financial targets.
行李領(lǐng)班的工作職責為負責行李員日常工作,確保他們?yōu)橘e客提供自信的服務(wù)并有效地回復(fù)賓客的需求. 依照部門的標準和程序服務(wù)賓客爭取超越他們的期望. 行李主管必須傳遞工作重點使團隊達到GSI,CSI,KPI以及財務(wù)目標.
PRINCIPAL
RESPONSIBILITIES 主要職責
Work alongside guest contact colleagues
ensuring the delivery of on brand guest service with poise.
與對客同事緊密合作確保向賓客提供符合品牌要求的服務(wù)體驗.
Execute job tasks according to the pre-defined
standards & procedures and in compliance with the company employment
handbook.
根據(jù)擬定的規(guī)定條例以及公司同事手冊執(zhí)行其職責范圍內(nèi)的工作。
Ensure all areas in the lobby, forecourt and
parking areas are up to standard and all operating equipment is
well-maintained.
確保大堂,酒店正門前區(qū)及停車區(qū)域符合標準,所有營運設(shè)備運作正常.
Be familiar with the 1865 program.
熟悉1865尊貴會內(nèi)容.
Demonstrate honesty, reliability, ethics, and
professionalism; demonstrate consistency between words & behaviour.
展現(xiàn)誠實，可靠，規(guī)范及專業(yè)的工作禮儀。
Build positive and productive working
relationships with customers, subordinates, peers, superiors, business partners,
and the community; encourage this behaviour in others.
與賓客，下級，同級，上級，合作伙伴及社區(qū)建立正面及有效的工作關(guān)系。并鼓勵其他同事也依照此行為準則。
Accept personal responsibility and
accountability for achieving results within targeted timelines; ensure
clear authority and accountability for results by others.
在規(guī)定的時限內(nèi)承擔相應(yīng)的責任及義務(wù)從而完成任務(wù)。并清晰其他職務(wù)的權(quán)限及責任。
Ensure all tasks are carried out accurately,
efficiently and within the allocated timeframes for each task. All tasks
must be closed in the FCS system once completed.
在指定的時間內(nèi)準確,有效地執(zhí)行每一個任務(wù).一旦完成后,所有任務(wù)都必須在FCS系統(tǒng)中被關(guān)閉.
Be fully knowledgeable about the hotel
facilities, functions and local area information.
熟知酒店設(shè)施,功能及當?shù)貐^(qū)域信息.
Responsible for keeping standards and
procedures and information folders and brochures up to date.
遵守條例及規(guī)定.
Ensure a smooth co-ordination between the
individual sections of Front Office and Rooms Division.
確保與其他前廳各部門及房務(wù)部建立良好的合作關(guān)系。
Liaise and work closely with other departments
to resolve any operational issues.
與其他部門保持緊密聯(lián)系和工作從而解決日常營運遇到的問題。
Promote the free flow of information; encourage
the open expression of ideas and opinions.
促進信息的流通，鼓勵開放的思想和看法
Have the master key control system in place
and conduct audit on a regular basis.
設(shè)立萬能鑰匙使用準則，并且定時審查
Work collaboratively with others to achieve
common goals and objectives; serve effectively in both team member and
team leader roles; promote collaboration & teamwork in others.
共同協(xié)作以達到共同的目標和目的。有效展現(xiàn)團隊成員及團隊主管的角色，促進協(xié)作。
Ensure all team members report to work on time
as scheduled.
確保所有團隊同事按照安排準時上班.
Complete the performance appraisal process for
colleagues as required, and ensure all appraisals have clear and accurate
feedback and SMART objectives for the next 6 – 12 months.
完成同事表現(xiàn)評估，確保所有的評估都得到清晰準確的回饋，并能客觀地制定跟進計劃。
Knowledge of and educate others about how
one's work aligns with the overall business/brand strategy, and ultimately
shareholder value.
指導(dǎo)其他同事如何工作從而與整體業(yè)務(wù)與品牌戰(zhàn)略保持一致，最終體現(xiàn)股東價值。
Understand the meaning and implications of key
internal and external financial indicators.
理解內(nèi)部和外部財務(wù)指標的意義及影響
Add value through operational efficiency
through process improvement; understand and focus on the key drivers of
sales, colleague and customer satisfaction, profitability, and quality.
通過收入的增長和有效的運作提升價值；理解并關(guān)注銷售，同事和賓客的滿意度，收益和質(zhì)量的關(guān)鍵。
Understand hotel PMS – Opera and FCS to ensure
efficient handling of work duties.
理解酒店P(guān)MS-Opera和FCS以確保有效地處理工作事務(wù)。
Be familiar with hotel emergency procedures
e.g. fire alarm and take charge during emergency situations.
熟悉酒店對于緊急情況的程序，例如：遇火警時，并能負責緊急情況的處理。
Respond to guest requests ASAP before
departing your shift.
在離崗前盡可能快地回復(fù)賓客的需求.
Actively participate in meetings as requested.
Attendance must always be on time.
按照要求積極參與會議,并保持準時出席.
Perform other duties assigned by the
management.
履行管理層安排的其他工作職責.
REQUIREMENTS 職位要求
Education 教育學(xué)歷
Certificate / Diploma / Bachelor in Hotel
Management
酒店管理類證書/學(xué)歷證明/學(xué)士學(xué)位證明
Experience 經(jīng)驗
Three years related working experience in
hotel
三年相關(guān)的酒店工作經(jīng)驗
Job Skill / Knowledge 工作技能 / 知識
Out-going personality
性格開朗
Good communication skills
良好的溝通技巧
Office administration experience
辦公室行政經(jīng)驗
Computer Knowledge 電腦知識
Knowledge of MS office software
相關(guān)辦公自動化知識
Opera PMS
酒店Opera系統(tǒng)
FCS
FCS系統(tǒng)
Language Proficiency 語言能力
Good command of English and Mandarin, other
languages would be beneficial.
良好的英語及普通話掌握能力,掌握其他語言者優(yōu)先考慮.
