1, check the duty staff on duty in the position;
2, check whether the staff have violated the rules and discipline phenomenon, and deal with it in a timely manner;
3, check the power facilities, fire protection facilities, monitoring facilities and systems of the system's operation, and deal with the problem in a timely manner;
4, the energy management situation, and supervise the site rectification;
5, cleanliness and hygiene conditions, and find problems to notify the relevant departments to improve;
6, any complaints or dissatisfaction of guests, and timely coordination to solve the problem.
6, there is no guest complaints or dissatisfaction, timely coordination to solve the problem;
7, to understand the front desk room, VIP guests reception and various departments of the business situation. Welcome reception hotel VIP guests;
8, at least one visit to the day in the store to consume the membership card guests, and make a good record of the views.
9, a random inspection of the guest rooms, the situation will be recorded in the duty book;
10, the duty manager of the hotel's inspection shall not be less than three times a day, the latest one shall not be earlier than 2:00 a.m. point, found that the anomalies are resolved in a timely manner;
11, the day of the duty shall not leave the hotel area, the duty room in principle, after 12:00 p.m. to the main desk at the discretion of the opening. Shall not close the cell phone or SmarTone for no reason;
12, supervise and check the business points of water, electricity, gas, door locks and so on whether to close, whether safe, etc.;
13, check the whole store outside the environmental conditions, such as security guards on duty, neon lights, whether the vehicle is safe to park, etc.;
14, the next day before 8 o'clock to inspect the breakfast situation, and found that the problem is promptly rectified;
15, carefully record the duty situation, the next morning meeting timely report;
16, the next morning meeting in a timely manner after the duty record book and unresolved matters to the next duty manager;
17, holidays in accordance with the provisions of the operating data and duty sent;
Duty Manager's Responsibilities Part 2First, during the duty period, to ensure that the cell phone is on 24 hours a day state, dressed in overalls, carry a walkie-talkie.
Second, not to go out without authorization, drinking, meeting guests, playing cards.
Third, strictly abide by the rules and regulations of the hotel, for employees to make an example.
Fourth, supervise and inspect the work performance of the staff on duty: appearance, whether there is off duty, leave the post, string post, leave early, late and other phenomena, the disciplinary staff have the right to be dealt with in accordance with the rules and regulations of the work of the outstanding performance of the staff have the right to the higher authorities to recommend to reward.
V. 11:00 -----11:30 pm at the front desk to supervise the cashier handover when the coin, to strengthen the security efforts.
Six, strengthen the night patrol, especially the main departments of the inspection work, found that the problem is handled in a timely manner and make a good record (such as: the roof, the financial room, the Treasury, restaurant, kitchen, office doors, etc. has been locked; whether the natural gas is turned off; whether there is a switch on time lights, the hotel's facilities and equipment in good condition, etc.); the Security Department and the Ministry of Engineering on duty shall unconditionally cooperate with the accompanying inspections. Problems found to make a good record.
VII, random inspection of empty rooms to see the health of the clean room, facilities and equipment without failure.
VIII, fully responsible for the hotel night security work, properly deal with emergencies occurring at night, to maintain the interests of the hotel is not damaged.
Nine, encountered guests on the hotel facilities and equipment, service quality and other aspects of the complaint, we must listen carefully and make a written record, no matter right or wrong can not argue with the guests, with a view to calming the guests as soon as possible, in consideration of the hotel's interests are protected at the same time, can be appropriate to meet the reasonable requirements of the guests, in order to maintain the good reputation of the hotel.
X. Maintain a warm and peaceful business atmosphere throughout the hotel, check the hall door lights, subtitles, air conditioning, background music, etc. Whether the switch on time, and do a good job of influencing the business atmosphere of 'all aspects of the work.
XI, to understand the business situation of the day.
Duty Manager's Responsibilities Part 3[Immediate superior]: General Manager, Assistant General Manager
[Job Responsibilities]: Assist the General Manager in the implementation of the management and service work on guest services, quality control, training and assessment, internal management. Includes all the duties of the front desk attendant.
[Job Description]:
Daily service and management work:
1, to assist and guide the front desk attendant to complete the work tasks according to standards.
2, check the daily work of the waiter is attentive and courteous, enthusiastic and patient, meticulous and responsible, whether the instrument appearance to meet the standard requirements of the hotel.
3, review all reservations, reserved, pre-departure room, and personally deal with the need for special arrangements for the booking, and in sales can accompany guests to visit the rooms and briefly introduce the hotel.
4, to provide the waiter with a variety of information about the genus and the hotel information, in order to prepare for guests to inquire.
5, familiar with the monitoring of the dynamics of the occurrence of catastrophic accidents and criminal incidents, is responsible for protecting the scene, organizing temporary rescue, and immediately report to the general manager.
6, is responsible for dealing with guests on the hotel reception services and room facilities and other aspects of the complaint, so that guests return satisfied. More than the duty authority, timely request the general manager.
7, according to guest demand and changes in circumstances, at any time the flexibility to do a good job in the hotel staff deployment, organization of manpower into the guest services, improve the efficiency and quality of guest services.
8, familiar with the restaurant layout, table design, dishes and drinks and service specifications, is responsible for the restaurant before the city, the city of quality control, to ensure that the restaurant layout, hygiene, food quality, manpower, service, preparation to meet the standards. Strengthen property management and cost management, minimize the loss of tableware and utensils.
9, and the room foreman together to check the VIP guest rooms and special guest rooms.
10, responsible for the night audit, all kinds of discounts approval authority, invoices, transfer bills, telephone bills and other vouchers for review, and the actual room and computer accounts to check, the implementation of computer night audit over the accounts.
11, is responsible for the handover of the guest left items for registration, custody, pick up the work.
12, familiar with the hotel emergency program, emergency measures.
13, to complete the work assigned by the superior.
Administrative management:
1, responsible for the front desk guest printed materials, guest items, restaurant tableware and equipment, lobby management of all facilities and equipment. Timely replenishment of front desk consumables and repair of damaged facilities. Monthly inventory of the front desk and restaurant consumables and prepare budgets, produce the appropriate statements to the general manager for review. (Designated a duty manager is responsible for)
2, responsible for guest satisfaction surveys, the relevant evaluation form uploaded to the company in accordance with the requirements of the time limit. And according to the company's quality inspection program for internal self-inspection of the hotel, the monthly quality inspection report submitted to the general manager. (Designated a duty manager is responsible for)
3, is responsible for according to the business situation and staffing, monthly summary and audit scheduling of each staff member's scheduling and attendance, and production of the corresponding scheduling schedule and absenteeism summary table to the general manager. (Designated a duty manager is responsible for)
4, is responsible for the time limit requirements of the guest registration form, temporary accommodation registration form, booking forms, team list and other guest history information and transfer forms, safe use records and other forms of complete categorization, binding, staging custody. Categorize and keep the company's documents, hotel personnel information, and internal documents of the hotel. (Designated a duty manager is responsible for)
5, regular inspection of fire equipment and facilities, do a good job of supervision to ensure that the fire equipment available. (Designated a duty manager is responsible for)
6, according to the general manager's requirements and division of labor, the organization and implementation of front desk service, front desk operation, room cleaning, room service, restaurant service and other aspects of a specific aspect of training.
Duty Manager's Responsibilities Part 4
1. Fully responsible for the hotel's night security work, properly handle the hotel night security incidents.
2. Strengthen the night patrol, especially the important parts of the inspection work, found that the problem is dealt with in a timely manner, and make a good record of the work.
3. Supervision and inspection of the work performance of the employees on duty, the right to discipline employees in accordance with the rules and regulations to be punished, the outstanding performance of the work of the employees, the right to the higher authorities recommended to give rewards.
4. Guests encountered on the hotel's equipment and facilities, service quality and other aspects of the complaint, we must listen carefully and make a written record, no matter right or wrong, not to argue with them, with a view to quelling the guests as soon as possible grievances, in consideration of the interests of the hotel to maximize the protection of the hotel at the same time, you can appropriately meet the guests' reasonable requests, in order to maintain the good reputation of the hotel.
5. Coordinate the relationship between the various departments of the hotel, and deal with the hotel's internal staff complaints.
6. Maintain a warm and peaceful business atmosphere throughout the hotel, supervise the business points to correctly set up lights, play background music, and do a good job of influencing the business atmosphere of the various aspects of the work.
7. To deal with the hotel night emergencies, to maintain the interests of the hotel is not damaged.
8. Do a good job at night to prevent theft and fire safety, eliminate all kinds of hidden dangers, to ensure that the hotel property as well as the guests' personal property safety.
9. Implementation and completion of the company and the hotel leadership of the tasks assigned.
10. Review and approval of the business sector in the post of the highest level of personnel outside the authority of the concessions, exemptions, where the emergency must be exempted or preferential, should be a detailed record and report at all levels.
11. Discretionary use of hospitality within the limits of the authorization and deal with guests disputed expenses.
Duty Manager's Responsibilities Part 5
1, strictly abide by the company's rules and regulations, and check the implementation of the system.
2, conscientiously implement and supervise the tasks issued by the company's senior leadership, and timely and effectively conveyed to the staff.
3, keep abreast of the market dynamics, and according to the company to provide good business ideas and methods.
4, responsible for staff job skills training and work quality assessment.
5, the development of detailed health standards and health plans, and regularly check the health of each department.
6, strengthen the staff on-the-job training and on-site management to ensure that the details of the quality of service.
7, check the staff's appearance, instrumentation, and appropriate adjustment of the staff's mentality and motivation.
8, the important facilities, equipment, etc. to implement the responsibility system, and at any time to check its condition.
9, to coordinate the working relationship between the ministries, to be principled to properly solve various problems.
10, strict control of the company's security risks, do a good job of fire prevention, anti-theft work.
11, to strengthen the grass-roots leaders of the work of responsibility, and division of its scope of responsibility.
12, try to reduce energy consumption and consumption of various spare parts, daily according to the business situation, always check the number of various consumables.
13, and the class to cooperate with each other, to avoid the two shifts to shirk each other's responsibilities, the responsibility to do a good job in a clear handover of all the work and records.
14, review the handover records and work logs of various departments, and timely handling of the problems and unexpected events found.
15, massage, bath rubbing and other personnel in accordance with the company's unified regulations for management, improve service quality and health standards.
16, care for public **** property, care for employees' lives. Regularly find employees to communicate, understand the staff thought dynamics, focus on the work of the staff's ideological work.
17, actively assist the general manager of the work of supervision and inspection and provide a variety of timely and effective feedback.
18, dealing with guest complaints and all kinds of emergencies, to ensure that the interests of the company as a priority.
19, review the daily consumption statement and small ticket, and timely handling of the problems found.
20, keep abreast of the daily operating conditions, make daily reports, and send the daily operating details and operating conditions to the senior leadership in the form of SMS.
21, do a good job of staff attendance, reasonable arrangement of off-duty, to ensure the normal development of services.
22, improve the sense of ownership, strict control of waste events.