Consultant Job Responsibilities and Workflow

1, on time to work, neatly dressed, keep grooming, good instrumentation.

2, on time to participate in the pre-shift meeting, accept the superior work arrangements.

3, do a good job of business before the preparatory work, and improve the environmental health of the region.

4, familiar with the facilities and aisle lines in the field.

5, understand the company's consumption. Familiarize yourself with the daily booking records, and do the specific work of opening the card, opening the room, transferring the room and canceling the room according to the regulations.

6, to provide polite and considerate service to customers, and in accordance with the work program to bring the correct position.

7, for the guest's question should take the initiative to answer, in case of guest complaints or dissatisfaction, should make timely reflection, and timely report to the superior.

8, keep in mind the name of the guest, so that at any time to honor the name.

9, politely answer the phone booking, reservation.

2 consulting guests work flow chart

(1) welcome guests ready

A, check grooming

B, good mental state

(2) lead guests

A, press the elevator

B, first guests into the elevator

(3) ask guests

A, ask the guests if they have a Reservation

B. If there is a reservation, quickly verify it

(4) Greeting guests

A. Greeting distance of 1.5 meters -2 meters salute

B. Greeting guests with a 35 ° bow

C. Active, neat, polite

(5) Handover to the various areas of the consultant

A. Guests Data handover

(6) Guests confirm the opening of the card

A, call the cashier to open the card

(7) return to the original post

(8) lead guests to the room/desk

A, according to the guest's request

B, if there is a booking will be booked to collect the card

(9) card head to the cash register

( 10)Introduction of the company's entertainment facilities/charges

A, the function of ISCO performing arts bar ktv

B, charges

(11)Summary after the shift, regular meeting

3 Consulting Guests Department work flow chart note analysis

(1)Welcome guests to prepare for the guests to arrive before the arrival of the guests to check the good personal instrumentation grooming: A must be in accordance with the provisions of the company's uniform neatly dressed, make-up should not be excessive Uniforms dressed neatly, make-up should not be overly exaggerated. b pay attention to their mental state, do not bring emotions to work. To a neat, fresh, spiritual, energetic good state to meet the arrival of guests.

(2) Greeting guests: when the guests come to the distance of 1.5-2 meters, all consultants should bow with 35 °, active, neat, polite, smile and greet the guests: "Mr. / Miss, good evening! Welcome!"

(3) ask the guests: the consultant took the initiative to welcome up "May I ask Mr. / Miss have a reservation?" If the guest said there is a reservation, then the consultant should ask the guest to book the room / station number and last name, and then quickly look up on the computer. When you find it, check it with the guest. For example: "You are Mr./Miss XXX, booked XX room, contact number is XXXXXXXX, etc." If the guest has no reservation, we should ask the guest is visiting KTV, DISCO, performance bar, etc..

(4) lead guests: the first floor consultants lead guests into the elevator.

(5) Introduce the company's equipment, consumption: the first floor consultants to lead guests on the floor elevator can be a brief introduction to the company's facilities, equipment and consumer prices.

(6) and regional consultants handover: floor consultants in the receipt of the first floor consultants forwarded to the guests, the two sides should be clear about the handover, is the booking of the guest should be clear about the booking of the room number, booking the name of the person and the contact phone number; non-booking guests should be clear about the type of room the guest needs.

(7) lead the guests to the room / stage: according to the guests need to lead the guests to the room / stage type.

(8) Open the card: Whether it is a booked guest or a non-booked guest, the consultant should clearly open the card according to the standard after the guest confirms the room.

(9) card root to the cashier: consultants according to the norms of the card after the card, the card body inserted in the room door card box, the card root to the cashier (the cashier quickly open the room).

(10) return to meet the guests: the consultant handed over the card root after the rapid return to the post, according to the provisions of the next batch of guests to meet the arrival.

(11) after-shift meeting; gather to open the after-shift meeting, listen carefully to the evaluation of the department supervisor on the night's work service, the work of guests such as problems, they can solve as much as possible, can not be solved in a timely manner to notify the supervisor. When the supervisor arranges the work, it is absolutely necessary to obey first after the appeal.

Consultant not only for the guests to lead the way, lead the direction, responsible for the customer to lead the place, arrange the package. The first thing you need to do is to make sure that you have a good understanding of the various aspects of the restaurant. The first of the course will be from how to flexibly deal with all kinds of complaints; restaurant staff should be how to greet and lead the customer; and how to freely face all kinds of special customers.

Responsibility construction method

(a) Downward method

The downward method is a systematic method based on organizational strategy, and process-based decomposition of job responsibilities. Specifically, it is through the strategic decomposition to get the specific content of the duties, and then through process analysis to define in these duties, the position should play what kind of role, should have what kind of authority.

The specific steps for constructing job responsibilities using the downward approach are:

Step 1: Determine the purpose of the position

Determine the purpose of the position in accordance with the organization's strategic objectives and the department's functional positioning. Position (set) purpose, the establishment of the overall goal of the position, that is, to concisely state why the position exists, what is its special contribution to the organization. The reader should be able to read the purpose of the job and recognize how it differs from other job objectives.

The general format of a job objective is: job rationale + job content (core responsibilities of the position) + job outcomes. For example, the overall purpose of a company's planning and finance manager can be expressed as follows: under the guidance of the relevant national policies and company work plans, the organization to develop the company's financial policies, plans and programs, leading the department staff, including cost, sales, budgets, taxes, and other comprehensive financial services, the implementation of the financial functions of the company's business operations of the effective support role.

Step 2: Decomposition of key result areas

Through the decomposition of the purpose of the position to get the key result areas of the position. KRAs are the areas in which a position needs to achieve results in order to fulfill the purpose of the position. We used the Fishbone Diagram as a tool to decompose the purpose of the position in the above example to get the key result areas for the Manager of Planning and Finance.

Step 3: Determine the Duty Objectives

Determining the Duty Objectives identifies the outcomes that the position must achieve in that key result area. Because the description of the role is meant to describe the responsibilities that the job holder has and the end result that the job requires, it is important to be results-oriented and to define the objectives to be achieved in the key result area and to ensure that each objective does not deviate from the overall objective of the position.

Step 4: Determine job responsibilities

As mentioned above, we have expressed the end result of the position's responsibilities by determining the objectives of the job, so this step is to determine what activities and responsibilities the incumbent will have to perform in order to achieve these objectives.

Because each responsibility is a business process to the position of one or more activities (tasks), so the position in each responsibility should be based on the process to determine the responsibility, that is, to determine the responsibility of the item is to determine the role played by the position in the process.

When determining responsibilities, the point of responsibility for a position should be determined based on the flow of information into and out of the process. Information to the position, that the process responsibility transferred to the position; after the position processed, the information out, that the responsibility passed to the next position in the process. This principle reflects the "process-based", "clear responsibility" characteristics.

A company's `recruitment work, for example, the workflow of employee recruitment can be divided into four links:

(1) the development of the recruitment plan, review and approval;

(2) recruitment costs of the budget, review and approval;

(3) the implementation of the recruitment process. The recruitment of general personnel, the Ministry of Human Resources and the person in charge of the department to participate; the recruitment of key employees, senior management, human resources and (the person in charge of the department) to participate;

(4) Recruitment of feedback and inspection

In the process of the recruitment plan: human resources recruitment specialist to develop a recruitment plan, and then reported to the manager of the Ministry of Human Resources for review and approval, so that the recruitment specialist's responsibility to develop a recruitment plan is completed. Commissioner to develop a recruitment plan for the completion of the responsibilities; plan review responsibilities belong to the Human Resources Manager, if the review is not a problem, it will be reported to the Human Resources Director for approval; following the approval of the plan's responsibility is transferred to the Human Resources Director's responsibilities. After the approval is completed, the next part of the recruitment process.

It can be seen that the process-based analysis of duties, clearly defines the duties of each position should play what kind of role, as well as have what kind of authority. To clearly express the role of the position in the duties and responsibilities of the role and authority, in the description of the duties is to accurately standardize the use of verbs, as in the above example, "to develop", "review" and "approve" and so on. "

Fifth step.

The fifth step, the description of duties

As mentioned earlier, the description of duties is to explain the responsibilities of the job holder and the final results of the work required, therefore, through the above two steps to clarify the objectives of the duties and responsibilities of the main duties, we can be a combination of the two parts of the duties of the description of the duties, that is, the description of duties = what to do + the results of the work.

(B) the upward method

The upward method and the downward method in the analysis of the idea is just the opposite, it is a kind of bottom-up "inductive method". Specifically, it is from the elements of the work, through the basic work activities of the logical categorization, the formation of work tasks, and further according to the categorization of work tasks, to get the job description. Although the upward approach is not a particularly systematic decomposition method compared to the downward approach, it is more practical and operational in practice.

The steps for writing duties using the upward approach are:

Step 1: List and merge the basic work activities (work elements), and accordingly clearly list the tasks that must be performed;

Step 2: Point out the purpose or goal of each task;

Step 3: Analyze the work tasks and merge the related tasks;

Step 4: Briefly describe the main duties of each part;

Step 4: Analyze the work tasks and merge the related tasks;

Step 4: Analyze the work tasks and merge the related tasks: Briefly describe the major responsibilities of each section;

Step 5: Refine the job description by comparing each responsibility to the job purpose of the position.