2023年酒店岗位职责（材料）_酒店各岗位职责.docx

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1、2023年酒店岗位职责（材料）_酒店各岗位职责 酒店岗位职责（材料）由我整理，希望给你工作、学习、生活带来方便，猜你可能喜欢“酒店各岗位职责”。 JOB DESCRIPTION 岗位职责Job Title 职位 Reports to 直接上司Aistant Front Office Manager 前厅经理助理Department 部门 Supervises 管理下属Front Office前厅部At.Manager/ Chief Concierge/ Executive Floor Manager/ Telephone Service Supervisor/ B.C.SupervisorFr

2、ont Office ManagerJob Band 岗位级别 Prepared By 制订人At.Department Head Bruce LeeDated 制订日期 Approved By 批准人2023-04 General ManagerJOB SCOPE 职位综述 职位综述:To aist Front Office Manager to monitor department operation, maintain department service standard, coordinate with other departments to keep smooth operati

3、on.协助前厅部经理进行部门运作的监督，保持良好的服务标准，协调与其他部门的工作，以确保运作的顺畅性。PROFESSIONAL RELATIONSHIPS WITH 工作交往关系 工作交往关系:To coordinate with all the departments for smooth operation of Front Office Department,INTERNAL 内部 :especially F&B, Housekeeping, Sales, etc 负责与各个部门的协调工作尤其是餐饮部、客房部、销售部等，以确保部门运作的顺畅性。To establish good rela

4、tionship with guests, to ensure best services are provided to guest up to their satisfaction.建立良好的客户关系，确保对客服务质量达到客人的满意。EXTERNAL 外部 :KEY RESPONSIBILITIES 主要工作职责Summary of Duties: Shall be able to aist FOM for the efficient and effective operations of the Front Office Department with emphasis on guest

5、 service and administration 协助前厅经理保持部门有效的运作,尤其是对客服务和行政管理。Shall review and act on all the different morning reports 阅读各类早上报表，并即使采取措施。Shall review and promptly response to all incoming correspondences and memos 阅读所有信件及公文并进行回复。Shall review and know all the expected arrivals and departures for the day.了

6、解当天预期到店及离店客人的信息。Shall review and act on all the room blocks and special requests for the guests 检查预抵客人资料并对分房情况及特殊要求作出回复。Shall monitor and control room selling and inventory for the day, particularly to walk-ins and when the occupancy is relatively high 监督和控制房间销售和房数控制，特别是对散客，尤其住房率高的时候 Shall be profic

7、ient in handling the Holidex System in coordination with the Reservations Manager and S&M.精通全球定房系统，并及时和预订部经理和销售部经理沟通。1Shall handle guest requests and complaints efficiently and promptly 及时有效地处理客人的要求和投诉。Shall keep & maintain good guest relationship 与客户保持良好的关系。Shall actively aist in promoting and sell

8、ing hotel rooms and facilities in coordination with Sales & Marketing 积极和销售部合作，共同销售客房和酒店产品。Shall review and act on all F/O log book entries(hard copy or in the system)on a daily basis 每天阅读前厅部各个分部门的交班本.Shall regularly help FOM & Reservation Manager to review and monitor rooms forecast 定期地协助前厅部经理和预定部经

9、理进行酒店客房预测.Shall ensure that the hotel lobby and driveway is in order at all times 确保酒店大堂和车道的整洁.Shall welcome and escort VIP guests to their aigned rooms when neceary 必要时可以迎接和引导贵宾到房间.Shall ensure that the standard service performance of all the staff is up to par.确保所有员工服务水准和表现达到酒店的服务标准.Shall perform

10、other duties that may be aigned by his/her superiors.完成上级分配的其他任务.Major Responsibilities / Span of Authority: Shall help FOM to supervise all the Front Office operations and administration 协助前厅部经理监督前厅部的运作和行政管理.Shall ensure that a high standard service level is maintained at all times 保持酒店高标准的服务水准.Sha

11、ll aist in maximizing room revenue and occupancy 尽最大可能地创造房间收入和提高住客率。Shall work closely with other departments regarding matters of operations 与其他部门保持紧密联系,确保所有运作流畅性.Shall ensure that the working areas/ condition of the staff is above standard 给员工创造舒适的工作环境.Detailed Description of Duties & Responsibili

12、ties in relation to: Human resources Shall help FOM for the recruitment and selection of the F/O staff 协助前厅经理招聘新员工.Shall administer reprimand or disciplinary action against erring staff 对犯错的员工进行训诫并采取必要纪律处分。Shall conduct an annual staff performance appraisal 对员工表现进行年度评估。Shall conduct periodic trainin

13、g of staff 进行定期的员工培训。Shall identify and develop potential staff for the succeion plan 对有发展潜力的员工制定发展提高计划。Shall ensure that the productivity level of the staff is maximized 最大限度的提高员工的生产效率.Shall help FOM to build FO team for better operation purpose 进行团队建设以便更好地运作.2Communication and Co-ordination Shall

14、liaise and coordinate closely with the Housekeeping and the Engineering Departments regarding matters of operations.与其他部门，如客房、工程部进行工作协调.Shall keep and maintain an open channel of communication among all the staff 建立敞开的员工沟通渠道.Administration Shall maintain and regularly update the staff Job Descriptio

15、ns 保持并更新工作职责的描述.Shall strictly enforce the proper uniform/grooming standards 执行制服/仪容仪表标准要求.Shall prepare and accomplish all the required monthly reports 准备每月所要的报告.Shall help FOM to prepare the forecast reports 完成每月所需的报表.Shall attend the daily morning operations briefing 按时 时参加每天早会.Shall conduct the

16、departments daily operations meeting and other scheduled meetings 主持部门例会和其他相关会议.Shall attend all other meetings that may be required 参加其他必要的会议.Shall be familiar with all the Fire/Safety, Weather, ISO and Emergency procedures 熟悉所有防火安全、天气和紧急救护程序 Shall help to implement the marketing strategy of the ho

17、tel 执行酒店的市场策略.Planning, Organizing and Controlling Shall strictly monitor and control departmental expenses 严格控制监督部门支出.Shall prepare and monitor the staffs leaves and holiday schedules 做好员工节假日和休假的排班安排.Shall conduct staff training as per schedule 按照计划给员工进行培训.Shall closely monitor the quality and stan

18、dard of service by the staff 监督员工服务质量和标准.Shall prepare the departments annual objectives 准备部门年度工作目标.Formulation of Policies and Procedures Shall establish policy standards and guidelines for the F/O 制定前厅部的规章制度和标准.Shall keep/maintain and regularly update the F/O Manual of Procedures 不断更新前厅的操作手册.Shall

19、 strictly enforce all the general policies of the hotel 坚决执行酒店的政策.Budgets Cost & Revenue Shall prepare the annual expense and IBP/CAPEX budget of the department 准备每年 IBP/CAPEX 的支出预算.3JOB PROFILE 要求资历Job Title 职位 Education 教育程度 Experience 工作经验 Certification 相关证书 Others 其他Aistant Front Office Manager

20、前厅经理助理College education background min.大专以上学历Department 部门Front Office前厅部More than 5 years experiences in international hotels 5 年以上的国际酒店工作经验TESTIMONIAL: 证 明I hereby confirm having read the duties and agree to perform these duties as set out in the Job Description to the required standards.本人确认已阅读了这份岗位职责，并同意按照标准去履行职责。Signature: Date: 签名 日期4 酒店岗位职责