Direct Superior - Manager of the Front Office Department
Direct Subordinate - Reception Foreman (reception cashier)
Contact department - -Hotel Departments
I. Position Responsibilities
1. Assist the Front Office Manager in checking and controlling the working procedures of the Front Office, take full responsibility for the daily
work of the Front Office, such as reception and inquiries, and supervise the staff in providing efficient and high quality services to the guests.
2. Formulate the work plan, rules and regulations of the general service desk, and improve the staff's business ability and service level.
3. Communicate with the guest room department, catering department, marketing department and other departments and the management of the contact between the door area, coordinate the work, for the guests of the special four, the requirements to provide satisfactory service, to the important guests, long housing, disabled patients and repeat customers to give special attention.
4. Commissioned on behalf of the control and management of the key.
5. Responsible for booking work, grasp the status of guest reservations and the hotel's room situation, review the daily booking commission, timely report to the department manager of the important team and guests of the booking situation, supervision and inspection of guests' special requirements in accordance with the standard completion.
6. Check the staff's appearance, personal hygiene and demeanor, adhere to the management of the service site, inspect and supervise the staff on duty to do a good job of standardized hospitality services, and to meet the quality requirements.
7. Solve problems in the work, deal with work errors and accidents.
8. Responsible for the collection, archiving and management of relevant documents, booking information and guest history files.
9. Assist the department manager to grasp the daily, monthly and yearly booking situation, and make a good forecast report.
10. Handle guests' opinions and complaints politely at any time.
11. Check the rooms of guests with special requirements and ensure that these special requirements are taken care of.
12. Check the room status for the current day and the next day.
13.Timely requisition of items to ensure that the front desk has enough office supplies.
14. Do a good job of receptionist training, care for the staff's thinking and living conditions, to help solve the problem of staff thinking and work.
15. Assist the lobby assistant to check the hall health, display the hotel introduction and other publicity materials, and in the meal time, temporarily take over the work of the lobby assistant.
16. Check and supervise the uploading of guests' valid documents to the public security department on a daily basis as required.
17. Complete the tasks assigned by the front office manager or other management departments.
18. Do a good job of work diary, do a good job of shift work.
19. Communicate work instructions from the Front Office Manager or other leaders to staff.
Two, the work of the area of responsibility
1. Front desk questioning work.
2. Front desk reception, cashier work.
3. Management and training of staff at the front desk
Three, work report
1. Daily work on the shift to the front office manager in a timely manner.
2. Weekly summary of the work situation, reported at the regular meeting of the department.
3. 30th of each month to the front office manager to submit the "Front Desk Guest Analysis Report"
4. Implementation of the front office manager of the day, week, month of the work of the instructions, to carry forward the achievements and correct shortcomings.
Four, work standards
1. In accordance with the norms and requirements of this job, seriously do a good job of VIP guests reception.
2. Accurately deal with guest complaints, timely cooperation with various departments to deal with the work of the problem, no work errors.
3. Maintain communication and contact with the guests, care about the situation of the guests, guests' opinions, to solve the problems of the guests, and make timely records, report to the superior.
4. Monthly statistics on the history of the guest file, agreement customers, can enjoy preferential policies.
5. Understand the staff's thinking, check whether the staff's service is in line with the standard, to maintain the work area, to ensure the normal operation of the work.
6. Check the reception of the work of each shift handover, make a good shift work system and key management.
7. Strictly require the department to comply with the post hotel rules, store discipline.
8. Manage the department to achieve good teamwork and professionalism.
9. Absolute obedience to the leadership of the deployment of arrangements to assist the work of superiors.
10. To meet the requirements of the department to develop a percentage of the assessment standards.
Six, front office concierge supervisor duties
Report to the superior - front office manager
Supervision of subordinates - concierge foreman
Contact with the department - the relevant departments with working relationships
Contact with the Department of -Related departments with working relationship
I. Job responsibilities
1. Supervise the daily work of subordinates to ensure that arriving and departing guests receive timely attention and assistance.
2. When the baggage handlers help the guests, they should always be ready to correct any irregularities in their work.
3. Promptly and courteously answer guests' questions and properly handle guests' complaints about the concierge.
4. Check the subordinates' appearance, behavior, manners and courtesy and on duty.
5. Arrange subordinate shifts, assign work tasks and responsible for their attendance.
6. Manage the operation of vehicles in front of the hotel and strengthen the supervision of cabs.
7. Ensure the cleanliness of the lobby and the front of the hotel, and ensure that the event notice boards and other notice boards placed in the lobby meet the requirements.
8. Supervise and check the subordinates to fill out various work forms and file them.
9. Checking the shift handover book, baggage check-in book, storage of baggage in the baggage room and maintenance of tools.
10. Responsible for the training of the staff in this part of the staff, and regular assessment and evaluation of the staff.
11. Weekly application for spare parts in this part.
12. Completion of other tasks assigned by the supervisor.
Two, the work of the area of responsibility
1. Responsible for welcoming guests.
2. Unloading and delivering luggage on behalf of guests.
3. Provide luggage storage and check-in services
4. Contact rental cars on behalf of guests.
Three, the work of the report
1. Daily work of the shift to the front office manager in a timely manner.
2. Weekly summary of the work to the front office manager.
3. Submit the "Work Accident Summary Sheet" to the Front Office Manager by the 30th of each month.
4. Implementation of the front office department manager of the day, week, month, the work of the instructions, to promote the achievements and correct shortcomings.
Four, work standards
1. To ensure that the concierge service quality standards, guest satisfaction rate of 98%.
2. Ensure that the work area health and cleanliness, equipment (luggage carts, etc.) good.
3. Civilization assessment standards.
4. Strictly abide by the store rules, store discipline and the work of the post operating procedures, strict compliance with labor discipline and safety regulations.
5. Good teamwork and dedication.
6. Absolutely obey the superior supervisor's deployment and leadership, take the initiative to assist the superior to do a good job.
7. Meet the requirements of the department's established percentage assessment standards.