前厅部岗位工作职责.docx

1、前厅部岗位工作职责前厅部岗位职责JOB TITLE : ALL FRONT OFFICE STAFF工作职位 ： 前厅部所有员工DEPARTMENT : FRONT OFFICE所属部门 ： 前厅部REPORT TO : FRONT OFFICE MANAGER直系上司 ： 前厅部经理 QUALITY : FRIENDLY - EFFICIENCY 质 量 ： 友好 高效 JOB SUMMARY工 作 描 述This job description is a guide line for Front Office all guest contact staff including all Se

2、rvice Associates, Supervisor level staff & above who at all guest contact points.本工作描述作为对客服务指导,适用于所有前厅部对客员工包括服务员,接触客人的主管及主管以上级别员工.DUTIES AND RESPONSIBILITIES1. Be always report to work on time ware proper uniform including name tag, ensure proper personal grooming meet the standard established by th

3、e hotel.按照酒店管理集团及酒店制定的着装标准,穿着工服,包括名牌,准时报到上班,确保仪容仪表符合 国际酒店管理集团及酒店要求.2. Greeting guest by using standard courteous phrases when ever meet guests in the hotel, call guest name when ever possible.无论何时何地,主动地使用标准礼貌用语问候客人,使用客人尊称并尽可能地使用客人名字.3. Anticipate guests needs, offer all possible assistants to guests

4、 where / when ever meet them in the hotel. e.g. give way to guests in corridor, call elevator for guests, help guests with luggage, ext. 无论何时何地,预见客人需求,主动为客人提供任何可能的帮助,如为客人让路,帮助客人呼叫电梯.前厅部岗位职责4. Follow up efficiently with instructions given by Guest Service Center or your superior as per guest request

5、and feed back to them when task completed.迅捷地跟办来自于宾客服务中心或上级交给的有关客人要求的事务并在完成后及时反馈给他们.5. Handle guests requests with owner ship when been talk with guests when/where ever you meet, no matter if it with in your specific duties, meet the requests efficiently with Guest Service Center and superiors help

6、when necessary and give feed back to the guest you self when it is completed. Say “I will take care it for you” Never tall guest that “this is xxx responsibility” and try to avoid tall the guest “xxx will handle it for you” also feed back to the superior.无论何时何地,在遇到客人临时要求时,以主人翁的姿态掌握处理,即使那些要求在你的工作范围以外

7、.必要时,请求宾客服务中心和你的上级提供协助.当客人的要求完成后由你本人反馈给客人并报告宾客服务中心和上级完成情况.处理要求时应说”由我来帮您”,不要对客人说”这是XXX的责任”,尽量避免说”XXX将帮您.”6. Make necessary decision at guest contact point when/where ever you meet, try to avoid let guest waiting for your ask instruction from your superior.无论何时何地,在对客服务中要尽量当场做出决定,避免由于你请示上级而让客人等待.7. Han

8、dle guests complaints with owner ship when/where ever you meet, solve problems efficiently by asking help from Guest Service Center or superior when necessary and give feed back to the guest you self as much as possible also feed back to your superior. 无论何时何地,在遇到客人投诉时,以主人翁的姿态掌握处理,即使那些要求在你的工作范围以外.必要时

9、,请求宾客服务中心和你的上级提供协助.当客人的投诉处理完成后,尽量由你本人反馈给客人并报告宾客服务中心和上级完成情况.8. Gives correct information of hotel facilities, services and outlet promotions to guests, assists guest with hotel facilities and services and selling hotel products.给予客人正确信息,帮助客人使用酒店设施及服务并推销酒店产品.9. Escort guest to the hotel facilities whe

10、n guest asking instead of only show the way to the guest.当客人询问酒店设施时,应主动引导客人去客人要去的酒店设施而不是只是指引方向.10. Ensure related working area is neat and clean; make sure good guest perception all time.随时确保工作区域的整洁,保证客人对环境的良好印象.11. Take owner ship care with hotel facilities / equipments and tools, report maintenanc

11、e defects to related department.以主人翁的姿态对待酒店设施设备及工作工具,及时报告损坏维修.12. Report any unusual occurrences immediately to the immediate superior.工作中向上级及时报告任何不寻常的情况.13. Be knowledgeable about hotel emergency plans, ensure safety and security of both guests and you self.掌握,明了酒店紧急预案程序,确保客人及自身安全.14. Be knowledgea

12、ble of hotel facilities and productions, this will as a useful tool when you offer assistants to all guests.掌握酒店设施及产品知识,它将是你对客服务中的有利工具.15. Be interested in attending all trainings which held by hotel and department, cross training for multi functional skills is a tool for staff developing and also b

13、enefit to our guests.积极参与酒店和部门安排的所有培训和交叉培训.多种技能的掌握将是员工自身发展的有利工具并且有利于我们的客人.16. Reporting and submitting all lost and found items to Lost & Found department.诚实上缴任何客人/员工遗留物品.17. Sell hotel facilities and service as much as possible.尽可能多地销售酒店服务及设施.18. Everybody must know how to check in and check out, h

14、ow to use the facilities at the business center in case of lack of staff. If it is needed, everybody must help the guest with their luggage, open the door and escort the guest to their rooms in order to ensure the efficiency. 每个人要懂得如何办理入住及离店，如何使用商务中心的设施设备。在人员紧加的情况下，每个人应为客人提供所有服务，例如，为客人开关车门，陪同客人进房间以确

15、保对客服务的快捷高效。19. Completely familiar with and carries out the policies and procedures established by and the hotel.全面了解并执行所有由 国际酒店管理集团及酒店制定的政策及程序.20. Specific duties please see job description by detail job title.具体工作,详见各职位详细工作描述.JOB TITLE : FRONT OFFICE MANAGER职位 : 前厅部经理DEPARTMENT : FRONT OFFICE部门 :

16、前厅部REPORT TO : DIRECTOR OF ROOMS直系上司 : 房务总监SUPERVISES : FRONT OFFICE SENIOR SUPERVISOR管理对象 : 前厅部主管 CHIEF CONCIERGE 礼宾部主管 DRIVER SUPERVISOR 司机班主管 Executive Club Lounge Manager 行政楼层经理 GUEST SERVICE CENTER 宾客服务中心 BUSINESS CENTER SERVICE AGENT 商务中心服务专员 DRIVER 司机CO-ORDINATES : SALES协作部门 : 销售部CLOSELY WITH

17、 : HOUSEKEEPING密切合作部门 客房部 ACCOUNTING 财务部QUALITY : FRIENDLY EFFICIENCY质 量 ： 友好 高效JOB SUMMARY 主要工作Directs and co-ordinates the activities of the Front Office Department which includes room reservations, guest room assignments, mail and information, bell service and business center service. Be responsi

18、ble for hiring, training and development of all associates working for the front office.管理和协调前厅部工作，其中包括房间预定，客房分配，信件邮寄信息查询，行李寄存服务和商务中心服务等。进行部门员工招聘及培训。DUTIES AND RESPONSIBILITIES 职责和义务Ensures that applicable operating procedures are implemented for the following:确保能以适当的运作程序进行以下操作:1. Maximum room utili

19、zation. 最大化客房入住率。2. Maintenance of the highest possible average room rate. 维持酒店的最高可能平均房价。3. Availability and condition of room is kept current. 客房的正常条件及可用性及时更新。4. Room reservations are accepted unless there are valid reasons for rejecting. 除非有无效原因而拒绝，否则要接受客房预定。5. VIP rooms inspected and all concerne

20、d advised prior to arrival of guests. 检查贵宾房间及有关贵宾的到达。6. Group commitments of reservations are reconciled with that of Sales. 团队预定情况与销售部保持一致。7. Control of keys. 钥匙控制。8. Receipt and flow of mail and messages to ensure efficient methods and liaison between department sections and shifts. 确保部门和班次之间高效地收发

21、信件和信息以保持良好沟通。9. Potential room control procedure and adequate explanation for the variance. 对可能发生的房间变动的控制并对变动做出解释。10. Daily weekly, monthly occupancy forecasts evaluated against actual occupancy, vacancies noted and taken into account for succeeding forecast. Annual forecast figure for Front Office.

22、 预期日、周、月客房占用率与实际占用率对比衡量，将变动记录下来并记入成功预 报账目。做前厅部年度预计报表。11. Room status accurate and current.即时的准确房态。12. Adequate daily staffing and appropriate working schedules to minimize payroll costs.控制每天的员工人数与工作日程的匹配来节约工资。13. Employment and training of staff in co-ordination with Personnel Department. 与人事部协作进行员工

23、雇用与培训的事宜。14. The promotion and aid in carrying our hotel employee relations policies, such as courtesy program, work performance records, vacations, etc. 提升和协助拟定酒店员工有关政策，如礼仪计划，工作表现记录，假期，等等。15. Periodic performance evaluation of staff. 员工周期表现评估。16. Presiding of Front Office meetings. 主管前厅部会议。17. Give

24、 more power to the staff; encourage them to handle the problems by themselves. 给予员工更多权力去处理问题,，激发他们的主人翁责任感。18. Be at the front office area to find and handle the problems and to communicate the customers in order to get the first hand information. 经常在一线工作巡视，及时发现解决问题，与客人沟通交流，获得第一手信息。JOB QUALIFICATOINS

25、：职位条件1. Preferably college graduate or equivalent in experience 大学专科毕业以上或同等经验2. Minimum 5 years experience in Front Office operations 五年以上从事前厅部工作经历3. Verbal and written facility口头表达和书面表达能力强4. Personable, aggressive 较佳的气质，要求上进5. At least 25 years of age 25岁以上6. Must have working knowledge of Sales an

26、d Housekeeping operations and must understand functions of and be able to co-operate with closely related departments 必须有销售部和客房部工作经验并且必须了解和具有与密切合作部门协作的能力7. Good human relations is a must人际关系良好JOB TITLE : FRONT OFFICE SENIOR SUPERVISOR 职位 : 前厅主管DEPARTMENT : FRONT OFFICE部门 : 前厅部REPORT TO : FRONT OFFIC

27、E MANAGER直系上司 : 前厅部经理SUPERVISES : FRONT OFFICE SERVICE AGENT管理对象 : 前台服务专员 BUSINESS CENTER SERVICE AGENT 商务中心服务专员QUALITY : FRIENDLY EFFICIENCY 质 量 : 友好 高效JOB SUMMARY工 作 描 述Responsible for planning, organizing, leading, supervising, co-coordinating, auditing and participating in the activities of Fron

28、t Desk and Business Center personnel.负责计划，组织，领导，主管，协调，审核和参加前台员工及商务中心员工的日常工作。DUTIES AND RESPONSIBILITIES责任和义务1. Supervises, co-ordinates and participates in the activities of the Front Desk staff such as: 主管，协调并参与前台员工的日常工作，如：(a) rooming guests为客人分房(b) controlling and handling guestroom keys, messages

29、, mail控制和处理客人房间的钥匙，信息和信件(c) giving out information提供信息(d) keeping and up-to-date minute inventory of rooms for room sale及时更新房间情况以便销售房间(e) maintaining relevant records for statistical report保留相关记录以备统计报告工作描述Job DescriptionRef. No RM-FO-03 Effective Date Scope Managing the staff Issued By Anita Zhang F

30、ront Office ManagerPage 2-4 Approved By Wilson Li Director Of Rooms(f) maintaining accurate file of guest history/registration cards保留准确的客人历史/登记卡的档案(g) accuracy of room rack and the alphabetical rack提供准确的客房入住率2. Ensures that the activities of all Front Office Service Agent and Business Center Servic

31、e Agent are performed on the basis of established procedures and standards. 确保所有前台及商务中心员工的日常工作根据拟定的程序和标准进行。3. Ensures correctness of information in guest folio, i.e. bills, room rates etc. 保证客人编码，电子账单，房价等信息的准确性。4. Ensures that guest needs, inquiries, complaints are properly handled and accommodated. 确保客人的需求，询问，投诉适当处理和调解。5. Checks list of arrivals for the day， takes note of VIPs and other special instructions and requests and imple