014JDExecutiveFloorButler

1、職位描述JOB DESCRIPTION職位JOB TITLE:私人管家Butler 部門DEPARTMENT:前廳部Front Office級別GRADE / LEVEL:上級主管REPORTS TO :行政樓層經(jīng)理及主管Executive Floor Manager& Supervisor下屬RESPONSIBLE FOR:修訂時間REVIEWED BY:25th,May,2010工作范圍SCOPE:行政樓層Executive Floor 職責DUTIES/ RESPONSIBILITIES:l 參加部門例會，獲取各方面的酒店咨詢，如：酒店推廣活動，會議情況及其他需知會的信息。To

2、attend AM/PM briefing, get all the information. E.g. function, promotions and any other additional information.l 閱讀交班本并跟進相關內(nèi)容To read logbook and do the necessary follow up.l 準時安排早餐、下午茶及歡樂時光并提供卓越服務。To set up Buffet Breakfast, breakfast and Happy Hour on time, provide good service during these times.

3、l 清潔工作區(qū)域并保持整潔。To clean working area and keep it tidy. l 當班時使用自己的備用金并確保有足夠的零錢。To use your own float money whenever you are on duty; make sure you have enough change.l 檢查工作臺上的文具是否充足并為預抵的客人提供冰毛巾。To check all stationery up front, must all complete and to prepare cold towel for arrival.l 為預抵的客人準備好入住登記表Al

4、l reg. Card is ready for arrival.l 為所有的VIP客人準備好歡迎贈品，并及時做好補充。All VIPs amenities and replenishment is set for the guest.l 為辦理入住及離店手續(xù)的客人提供行李運送服務。Assist guest with luggage for check-in and checkout.l 完成每日的禮節(jié)性電話回訪工作。To complete the daily courtesy call l 為客人辦理入住及退房手續(xù)。Conduct Check-In & Checkout.l 引領所有

5、的VIP客人、常住客及回頭客回房間。To escort all the VIPs, long staying guests and return guest to the room.l 完成本部門需跟進的事項。To complete the follow up and trace report for your section.l 準備好客人的用車安排。To prepare the transportation arrangementl 在機場迎接所有的VIP客人及其他客人。To meet all VIPs and other guest upon arrival at the airport

6、.l 完成當天延遲付款的賬務To complete any late charge on the same day.l 確認并記錄客人的訂票信息。To complete the ticket reconfirmation and endorsement.l 為下一班同事的工作提供適當?shù)膮f(xié)助。To do proper hand over for the next shift.l 替換其他同事用餐。To relieve colleagues for meals.前廳部經(jīng)理/前廳部副經(jīng)理/行政樓層經(jīng)理指派的其他關于對客服務的職責Any other duties and responsibilitie

7、s assign to Guest Service assistant by Executive Floor Manager & Ass. Front Office Manager& Front Office Manager職位描述JOB PROFILE:解答客人的問詢，禮貌并有效地協(xié)調(diào)滿足所有客人的特殊要求及服務，護送客人去房間，并介紹酒店的服務項目、特色及房間里的歡迎贈品，當客人抵達時處理客人的及時需求并在其整個入住期間予以關注。Provides information to guest/visitor inquiries and coordinates all guest

8、 requests for special arrangements or services, courteously and efficiently. Escorts guest to rooms, informing guests of hotel services, features and room amenities. Attends to immediate needs of Executive Floor guests upon arrival and follow through attention throughout stay.· 學歷EDUCATION:大學?？?/p>

9、以上學歷 College Graduation 工作經(jīng)驗EXPERIENCEl 有酒店專業(yè)知識或培訓經(jīng)歷Some college or training in hospitality industry. l 具有前臺接待經(jīng)驗Previous experience as Front Desk Agent. l 具有收銀經(jīng)驗Previous cashiering experience.· 能力COMPETENCIES:l 能夠熟練運用電腦。Ability to input and access data in computer. l 能夠發(fā)現(xiàn)并解決客人的需求。Ability to und

10、erstand guest inquiries and provide responses. l 能夠與前臺同事保持良好的人際關系Ability to promote positive relations with all individuals who approachthe Front Desk and by telephone. l 能夠關注客人的需求，并始終保持冷靜和禮貌。Ability to focus on guests' needs, remaining calm and courteous. l 頭腦清晰，思維敏捷，能夠果斷決定。Ability to think cle

11、arly, quickly and make concise decisions. l 具備組織協(xié)調(diào)和跟進能力。Ability to prioritize, organize and follow up. l 能夠承受工作壓力。Ability to work well under pressure of multiple arrivals/departures within any given period of time. l 能夠關注細節(jié)Ability to focus attention on details. l 能夠維護酒店及客人的信息不被泄露Ability to maintain

12、confidentiality of all guests and hotel information. l 能夠關注客房安全。Ability to ensure security of guest room access. l 能夠長期保持將文具放在指定的地方。Ability to remain stationary at assigned post for extended periods of time.l 能夠和其他部門緊密配合，具有團隊合作精神。Ability to work cohesively with other departments and co-workers as pa

13、rt of a team. l 能夠與禮賓部同事保持良好的人際關系。Ability to promote positive relations with all individuals who approach the Concierge Desk and by telephone。l 具備數(shù)字處理能力。Ability to compute accurate mathematical calculations. l 能夠用英語和客人及管理層進行清晰愉悅的交流。Ability to clearly and pleasantly communicate in English with guests

14、/visitors, management and co-workers to their understanding, both in person and by telephone. l 能夠與客人進行清晰的溝通并說明Ability to provide legible communication and directions.l 能夠獨立開展工作。Ability to perform job functions with minimal supervision.管理/領導力MANAGEMENT/LEADERSHIP 工作業(yè)績TASK ACHIEVEMENT:l 靈活Flexibility

15、 l 結果導向Results orientedl 主動Take initiative 工作關系RELATIONSHIP:Internal: Front Desk Staff, Bell/Door Staff, Transportation Staff, PBX Staff, Concierge Staff, Reservations Staff, Front Office Management, Guest Service Managers, Sales, Housekeeping, Restaurant, Accounting, Engineering, Security. External

16、: Hotel guests/visitors, tour company representatives, limousine service personnel, other hotels.工作溝通COMMUNICATION:Corporate with Front Office each section.業(yè)務技能TECHNICAL COMPETENCIES· :l 了解收銀知識Knowledge of cashier operationsl 了解酒店運營知識Knowledge of hotel business operations· 個人 特征 INDIVIDUAL

17、 CHARACTERISTICS:l 靈活性Flexibility in the schedulingl 以為客人服務為導向Customer service orientationl 了解多國文化Cross cultural sensitivityl 團隊合作Teamwork / co-operationl 聽說技巧Listening and oral skillsl 基本的寫作技巧Basic writing skillsl 個性開朗Enthusiastic and pleasant personality· 其它技能（語音，電腦） OTHER SKILLS (LANGUAGE, COMPUTERS): l Fluency in local languagel Fluency in English l Fluency in a third language a plusl Proficiency in Opera 簽名SIGNATURE日期DATE制定人 :