Receptionist duties:
(1) self-check the instrument appearance according to the hotel regulations, on duty on time;
(2) carefully read the shift records, to complete the work of the previous shift has not been completed;
(3) warmly receive guests from all parties to provide guests with good service;
(4) the guest arrives at the store
(5) for guests to accurately and quickly check-in registration procedures, reasonable arrangements for a variety of rooms;
(6) accurately grasp the state of the room and timely verification of the state of the room with the Department of Rooms;
(7) and the departments in close contact with the guest data, information communication;
(8) proficiency in business knowledge and operational skills, is responsible for the relevant housing, Room rates, hotel services and facilities of the consulting and marketing work;
9 (9) to do a good job of all kinds of reports to print and statistics;
10 (10) can independently arrange for casual guests or team rooms;
(11) check the day of the team room number and verify with the room state;
(12) the flexibility to deal with the team and casual guests to increase or decrease the room and room rates;
(13) to understand the situation of the guests, and to do a good job of
(14) conscientiously complete the work assigned by the supervisor, and report problems to the superior in a timely manner;
(15) conscientiously do a good job of booking;
(16) accurately provide wake-up call for guests;
(17) handle the procedures for borrowing items;
(18) handle the procedures for the guests to store and retrieve the baggage.
1) greet guests with a smile and ask if they have booked;
2) check the booking, check the details (number of arrivals, time, etc.);
3) ask the guest to show his ID card or passport;
4) assign the room according to the guest's requirements;
5) assist the guest to fill out the registration form, check the registration card and verify that the guest is in and out of the room. registration form, check the registration card and verify the relevant documents;
(6) confirm the guest's departure date, room rate, room type and payment method;
(7) the hotel is a magnetic card key, you should make a room card, and then hand over the housing card to the guest, and wish the guest a pleasant stay.
Peak reception team's work procedures:
(1) team did not arrive on the day before the pre-scheduled rooms;
(2) team arrived at the store, can be greeted by the supervisor and the relevant personnel, can give a welcome speech and a brief introduction to the hotel;
(3) the envelope containing the room card he sent to the guests;
(4) the supervisor or the relevant personnel, the guests will be escorted to the elevator;
(5) the room department attendants should meet the guests at the elevator entrance, greetings, lead the guests into the guest rooms;
(6) the receptionist should be accompanied by the team leader to confirm the use of the number of rooms with or without changes; the number of people and the names of the guests with or without changes; dining requirements with or without changes; the requirements for wake-up call service; departure arrangements;
(7) the baggage is sometimes in the team to arrive at the store before the arrival of the team, and sometimes in the team to arrive at the store, baggage arrives after the store
(8) the receptionist registered team check-in procedures, change notice, special requirements notice and other information as soon as possible to the relevant departments;
reservationist
(1) according to the hotel's regulations to check their appearance, punctual duty;
(2) carefully read the shift records, to complete the work of the previous shift is not completed;
(3) to understand the day and the recent room situation, room tension period, control the room state;
(4) to understand whether the day of the VIP, such as should know the room number, identity and arrival, departure time, do a good job of reception;
(5) sorting out the previous day's room booking form and the return of the main desk NO SHOW to be summarized;
(6) check checking the computer in the next day the team's booking;
(6) check the computer in the next day team booking;
(7) make a good record of the information of the booking order;
(8) complete the booking work for the day, and make a good shift for those who can't complete it.
The switchboard operator
(1) is familiar with all the business and knowledge within the scope of the group;
(2) does the shift handover work conscientiously;
(3) transfers each phone call quickly and accurately according to the work procedures;
(4) responds to the guest's inquiries warmly, courteously and quickly;
(5) takes the initiative to help the guests to find the phone number or the confidential phone number for the residents;
(5) takes the initiative to help the guests to find the phone number or the confidential phone number for the residents. confidential phone for the residents;
(6) accurately provide wake-up call service for the guests;
(7) master the organizational structure of the store, familiar with the store's main person in charge and the names and voices of the managers of various departments;
(8) be familiar with the city's commonly used telephone numbers;
(9) be familiar with the knowledge about the enquiry;
(10) master the function of the equipment in the switch room, and know how to make full use of the function keys and precautions in the operation; and
(11) be able to make use of the function keys and precautions. Make full use of the function keys and precautions;
(11) in the work, do not gossip, do not laugh, do not read books, newspapers, magazines;
(12) the following cases, must be strictly confidential:
① guests of the situation, must be strictly confidential;
② guests do not open to the public;
③ guests of the room number.
Cashier duties
(1) careful operation of the computer, calculator, money detector and other equipment used, and do a good job of cleaning and maintenance;
(2) accurately print the bills and invoices, timely, fast collection of the guests pay the fees, the various bills must be able to verify the authenticity of the signature checkout must be based on;
(3) acceptance of the use of credit card settlement business, and strictly enforce the use of credit cards. The use of credit card settlement business, and strictly in accordance with the procedures for the operation;
(4) at the end of each shift, the money received on the shift to do the cashier each shift summary table;
(5) conscientiously do a good job in each shift of the handover of the reserve and the unfinished matters;
(6) the guests to check out, first of all, we need to ask the guests whether to check out (some of the guests came to check out a part of the bill), such as the Check out, then ask the guest's room number, ask the guest to return the room card and deposit slip, such as a team, must pay attention to and the guest room department will be all the room number reported.
Note: The cashier at the main desk should contact the guest room floor and telephone switchboard immediately when the guest leaves the hotel to check out, to prevent the charges for drinks, laundry, telephone bills and other charges from missing the bill.
(7) Draw out the registration slip and other relevant documents related to the guest;
(8) Ask the guest in what way to check out.
(9) Ask the guest to examine the bill and sign it.
Business Center Attendant
(1) Responsible to the supervisor of the shift, complete the tasks assigned by the supervisor;
(2) Report to the supervisor for instructions in case of special circumstances during the shift;
(3) Familiarize yourself with the work of the shift: e.g., meeting services, receiving faxes, photocopying, typing, and know all kinds of unfinished work;
(4) Responsible for the billing of the guests Including the cost of faxing, copying, typing;
(5) Welcome guests;
(6) Answer the phone;
(7) Repair equipment and facilities;
(8) Assist the supervisor to carry out some day-to-day management work;
(9) Assist the supervisor in the training of new employees.
Duties of the doorman:
(1) welcome guests;
(2) deliver all kinds of reports, notices, messages, faxes, telex, express mail, left objects, letters;
(3) distribute all kinds of newspapers to the relevant departments and rooms;
(4) transport the arrival and departure of baggage or related items;
(5) guide the guests to the front desk for check-in procedures;
(5) guide the guests to the front desk for check-in procedures;
(6) assist the supervisor in training new staff members;
(8) assist in the training of new staff members.
(6) Guiding guests to their rooms and introducing room facilities;
(7) Completing tasks entrusted to the Chargé d'Affaires;
(8) Being responsible for hygiene in all areas outside the front door of the front hall;
(9) Assisting the headquarters and other departments in delivering relevant items.
(10) Provide guests with car hailing service;
(11) Provide guests with purchasing service;
Manager of Human Resources Department
Working Relationships
Direct Supervisor: General Manager
Directly Subordinate: Personnel Director, Payroll and Insurance Supervisor, Director of Training, Director of Quality Control Department
Internal Contacts: Leaders of the hotel and various
External contact: the city labor management department, the city personnel management department, the city education management department, the quality management department of the T industry, schools and vocational intermediaries
Job description
The overall responsibility for the hotel's human resources development and utilization, the development and implementation of personnel deployment, wages and benefits, labor insurance, awards and penalties, education and training, quality supervision and other policies. The hotel is responsible for the development and utilization of human resources.
Work content
-Implementation of national personnel and labor policy, organization, development of the hotel's human resources development of the annual plan and long-term plan.
--Organize and formulate the program of labor staffing, comprehensive balance of labor quotas and management of labor force.
--Organize and formulate labor wage management methods and distribution plans, and strictly manage the wage fund.
--Organize and formulate personnel management regulations such as recruitment, deployment, assessment, promotion, rewards and punishments, training, etc., and supervise and implement the implementation.
--Reasonable adjustment of personnel training planning, review the annual training program, strengthen the hotel's human resources forecast and integrated management.
--Organize and formulate staff training planning, review annual training programs, and plan the use of training expenses.
--Develop employee welfare policies, implement various government labor insurance policies, and improve the working environment and living conditions of employees.
--Responsible for the establishment of employee work files, good employee career design, fully mobilize the enthusiasm and routine of employees.
--Review, sign and approve all kinds of personnel forms, reports, etc.
--Responsible for solving the problems and complaints of the employees related to labor and personnel
--Check and supervise the implementation of the "Employee Handbook" and the hotel's regulations on the management of the quality of the service
--The overall understanding of the status of the quality of the hotel's services, and put forward the quality management requirements of the departments
. p>--Responsible for the hotel's star review and other service quality inspection work
--Under the leadership of the general manager, lead the staff of this department to implement and entertain the hotel's quality policy, objectives and documents
--Take full responsibility for the quality of work in this department.
--The work responsible for this department has the right to command, assessment.
-Responsible for the formulation of duties and responsibilities of all levels of personnel in this department
-Completes other tasks assigned by the general manager.
Qualifications
Gender: men and women are not limited Education: bachelor degree or above
Work Manager: with the same star-level hotel more than five years of management experience, and engaged in the work of this post for more than ten years
Physical Requirements: Healthy, energetic
Knowledge and Skills:
(1), with psychology, management theory Basic knowledge of psychology, management, and training in human resources related knowledge
(2), skilled operation of computers
(3), foreign language assessment to the hotel standard level B
Other: leadership, good at coordinating and dealing with interpersonal relations, and affinity
Personnel Supervisor
Direct Supervisors: Human Resources Department Manager
Internal contact: various departments
External contact: municipal labor management, municipal personnel management, municipal education management, T-industry quality management, schools and vocational intermediaries
Job Description
According to the hotel's business needs, the number of various types of personnel and the structure of a reasonable allocation, to complete the statistical analysis of personnel data.
Job Description:
--Assist Human Resources Manager to deal with the daily work of the Personnel Department
--Responsible for proposing the hotel's institutional setup program and staffing program
--Responsible for proposing and organizing the implementation of the hotel's manpower plan and deployment
--Prepare the job scheduling plan, familiarize with and grasp the basic employment of the hotel's various positions
-Responsible for the hotel in the personnel aspects of business contacts with relevant government departments
-Responsible for staff assessment, approval of variable pay and the amount of rewards and penalties
-Responsible for the staff's safety monitoring
-Responsible for the recruitment of staff, recruiting formalities and mobility procedures
-Responsible for the filling of labor force statements, wage statements and other labor and personnel statements
-To fill in labor force statements, wage statements and other statements. statements and other labor and personnel reports
--Responsible for staff safety monitoring
--Organize and implement a series of work such as title evaluation and confirmation
--Handle the report and approval procedures of the hotel's travel abroad on official business, such as political examination, passports, visas, etc.
--Responsible for the report and approval of the appointment and removal of personnel for various positions
--Develop, modify, Supervision and implementation of labor system
--Adjustment of employee punch card number, production, issuance and management of employee's work card and name tag
--Processing of procedures for foreigners to come to China, inviting, employment and residence
--Assisting and completing other tasks assigned by the Manager of Human Resources Department
Payroll and Insurance Supervisor
Working Relationships
Direct Supervisor: Human Resources Manager
Internal Contact: All Departments
Job Description
Entertain the policies, regulations and procedures formulated by the state and the hotel regarding wages, benefits, labor insurance, etc.
Job Description
--Propose the payroll insurance plan and the annual adjustments in accordance with the hotel's operating conditions
--Check and complete the monthly attendance statistics of the whole store
--Approve all kinds of holidays and set up the wage implementation standards for all kinds of holidays
--Summarize and issue overtime and other various allowances on a monthly basis
--Responsible for the payment and withdrawal of labor insurance for employees' pensions, pending employment, medical care, maternity and public injuries, and other labor insurances.
-Handle the retirement and separation procedures of employees
-Responsible for the daily management of employee files and transfer procedures
-Responsible for revising and supervising the implementation of the attendance system
-Responsible for the revision, signing and authentication of labor contracts
-Responsible for the staff's political examination and transfer
-Responsible for the compilation of the hotel's Wage system, wage level program and wage adjustment program, responsible for the preparation of the total wage plan and its implementation
-Responsible for the daily changes in wages, issuance of audit, variable wage assessment
-Management of staff files wages
-Responsible for the staff to leave the store wage settlement, transfer
-Assisted in completing other tasks assigned by the Human Resources Manager
-Assisted in completing the work of the human resources manager.
Floor day shift supervisor
Direct superior: department manager, assistant manager
Direct subordinate: floor foreman
Internal contact: the hotel departments, the guest room department positions
Job description
Responsible to the department manager, assistant manager, timely conveyance, implementation and execution of the department manager, Assistant Manager's work instructions, fully responsible for the management of the floor of the various services and management work, and is responsible for its implementation of the effect; work must be taken more walking management, supervision and implementation of the various service procedures and regulations, and do a good job of the staff's ideological work; the establishment of a sound hotel and the department of the internal rules and regulations, to ensure that the floor of the service of the various tasks carried out smoothly for the guests to provide high-quality, efficient accommodation services.
Job Description
-- Participate in the meeting of the housekeeping foreman of the guest room department every day to report the situation of the day;
-- Preside over the morning meeting of subordinates every day to set up the tasks to the subordinates; and check the appearance of the staff on duty, their meters, their attendance, and the implementation of the regulations;
-- Participate in the visit to the long term guests and the sick guests; and receive complaints from the guests. complaints.
--Supervise the foreman's "Foreman Checklist", and find out the problems must be dealt with in time
--Check the hygiene of the public *** area and the damage of the facilities and equipment every day; randomly check more than 11 rooms, and record the situation of the check carefully on the "Housekeeping Checklist"; check the special rooms of the day, such as "S/O " "DND" and so on must be concerned about, and report the situation to the manager in a timely manner.
--Responsible for the foreman's work quality assessment, and make rewards and punishments according to their work performance; do a good job of subordinates monthly work assessment evaluation.
--Do a good job in the jurisdiction of the ideological work of the staff, the preparation of the weekly training program;
--Master the use of room MINIBAR drinks, guest supplies; investigation of the single go through, and make a timely treatment.
--Do a good job of handing over work, complete the White Shift Work Report and the Room Master Key Handover Registration Form.
--Complete other temporary work assigned by the superior.
Mid-shift foreman
Direct superior: night duty manager
Direct subordinate: office attendant
Internal contact: front desk department, engineering department, security department
Job description
Responsible for the cleaning management of the office room at night, to ensure that the staff of the trading company to provide a clean and comfortable working environment
< p>Job Description--Review the handover records before going on duty, the requirements and problems raised by the guests of the office, must be resolved in a timely manner
--Supervise the staff and work with them to clean the trading company, the office, and to do the inspection of the room by room.
--Before leaving work, you must check the closure of the door of the office room again, and do a good job of security
--Conscientiously fill out the "Handover Record" and the "Working Day Report"
Foreman
Direct superiors: the floor of the daytime supervisor
Directly subordinate to: the waiter, piecework cleaner
Internal contact: the front desk department, Engineering Department, Security Department
Job Description
Responsible to the day shift supervisor of the floor, timely request for instructions and implementation of the supervisor's work instructions; supervise subordinate staff to complete the cleaning tasks of the floor and rooms under their control; responsible for checking the cleanliness of the room, the integrity of the facilities and equipment, the operation of the equipment, and to ensure that the guests have a clean and comfortable accommodation
Job Description
Work Content < /p>
--The day shift log and night shift log must be consulted before going on duty every day, and the handover work must be done well; and the work left over from the night shift must be implemented and solved
--Checking the cleanliness status of the rooms, the intact condition of the facilities and equipment and the operation of the equipment on the designated floors, and being responsible for verifying the maintenance matters and acceptance of the work; and endeavoring to reduce the failure rate of the rooms and improve the intact rate of the rooms.
--Comprehensively inspect the facilities, equipment and goods of all rooms on the floor under his/her responsibility on a daily basis, grasp the actual state of the rooms and fill in the reports in detail to ensure that the contents of the "Foreman's Room Inspection Form" are accurate and correct.
--Personally serve VIP guests and ensure the quality of service
--Change the computer information in time according to the status of the room, keep close contact with the front desk, and do a good job of service.
--Adopt more walk-around management, supervise the staff's work and check the quality and effect of their work and service; supervise the staff's disciplinary and illegal behaviors and do the rewards and punishments; do the monthly work assessment and evaluation of subordinates, peers and superiors.
-Time to receive the floor of the required consumables, and is responsible for checking the floor of the use of goods
-Assist the warehouse custodian, cost compiler to complete the monthly inventory of the floor
-Do the employee's role model, timely understanding, care for the work of the employees in the area under the jurisdiction of the work and labor intensity, and to do a good job of the ideological work.
Floor Supervisor
Direct Superior: Rooms Department Manager
Direct Subordinate: Rooms Department floor foreman, housekeeping center clerk
--According to the hotel and the department's work procedures and systems, management and supervision of the entire guest room floor of the day-to-day work
-Arrange the staff shifts and vacations, make a good record of the staff leave, and according to the hospitality tasks Arrange and transfer staff according to the reception tasks
--Supervise and evaluate the performance of floor foremen and staff, and distinguish between rewards and punishments
--Justly and reasonably deal with interpersonal relations among staff, and boost staff morale
--Assist the guest room manager in planning and arranging the training of staff's business operation skills and procedures as well as the hotel's rules and regulations
--Inspection of the floor's sanitary and hygienic public*** areas and keeping them in good condition
--Checking the floor's hygiene and keeping them in good condition.
--Check all VIP and long stay rooms, record and meet the special requirements and taboos of VIP and long stay guests
--Daily random inspection of no less than 20% of the total number of rooms, keep records to ensure that the cleanliness of the rooms and the standard of placement of items and equipment in good working order
--Rationalize and check the floor plan sanitation
--Arranging the cleaning of room carpets and passageway carpets, and keeping records.
--Assist the manager to deal with guest complaints, visit guests regularly, and make records of lost or damaged items
--Read the shift handover records of the housekeeping center, and check the various reports of the daily foreman
--Communicate with other related positions as necessary, especially maintain liaison and communication with the front desk and engineering department to ensure the normal rental of rooms
--Record all accidents and abnormalities, and keep them in order
--Record all accidents and abnormalities, and keep them in order
--Record all accidents and abnormalities. -Record all accidents and abnormalities, notify the manager
-Strictly control the keys to the rooms and other room doors, and do a good job of replacing them on time
-Assist the treasurer in controlling the receipt and consumption of guest goods and cleaning items
-Attend the relevant meetings of the hotel and the department and take notes, and preside over the floor's regular pre-shift meeting
-To fully utilize and Rational use of energy, to maintain a good environment
- To complete other tasks arranged by the Rooms Department Manager
Floor Foreman
Direct Supervisor: Rooms Department Floor Supervisor
Directly subordinate: Rooms Department Floor Attendant
- In accordance with the rules and regulations of the hotel and the department and the work procedures, the floor responsible for the management
- The full use and rational use of energy, and to maintain a good environment
- To complete the floor of the hotel and the department of rules and regulations and the work procedures
--To make full use of and reasonably utilize energy and maintain a good environment
--To arrange subordinates' work and assign tasks
--To check the appearance, behavior and attendance of the attendants
--Supervise the floor attendants in accordance with the correct procedures and standards of operation, and the correct use of cleaning supplies
--To keep the floor keys properly
--Check all guest rooms and floor public **** areas under his/her responsibility daily according to the standard and fill in the checklist
--Assist the floor supervisor to supervise and evaluate the performance of the floor attendants
--Control the receipt and issuance of the floor guest supplies and cleaning supplies according to room occupancy, keep the linen
--Fill in the work form and shift handover logs, and do a good job of handing over to the next shift
--Supervise the floor attendants according to correct procedures and standards. Assist the supervisor to do a good job of staff training
-- Understand the needs and difficulties of subordinates, and promptly report to the superior
-- Assist the floor supervisor to deal with guest complaints, and report abnormalities to the floor supervisor
-- When the floor supervisor and the manager is not present, in case of emergencies and guest complaints, contact with the assistant lobby manager for help
-- Complete other tasks arranged by the supervisor
-- Complete the Other tasks arranged by the supervisor
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