【正文】 and Inter. 每間電腦工作站裝備有： 1 個 每間電腦工作站裝備有： 1 個鍵盤， 1 臺電腦， 1 臺激光打印機， 1 部電話及上網(wǎng)設施。 Do o r g i r l Dr i v e r 客戶關系主任 接待員 商務中心文員 客戶服務中心文員 行李生 amp。深圳威尼斯皇冠假日酒店 Crowne Plaza Shenzhen Prepared by Business Center 由商務中心編制 Page 1 of 55 Business Center 深圳威尼斯皇冠假日酒店 Crowne Plaza Shenzhen Prepared by Business Center 由商務中心編制 Page 2 of 55 TABLE OF CONTENTS Part One Part 1 ?Wele Letter From Director of Rooms Page 03 ?Departmental Organization Chart Page 04 Part 2 ? BC Vision amp。 門童 司機10 12 2 10 15 101G u e st Se r v i c e C e n t e r M a n a g e r客戶服務中心經(jīng)理M s. Sa n d r a Hu a n g 1M r . Dav i d Yan g C h i e f C o n c i e r g e禮賓司深圳威尼斯皇冠假日酒店 Crowne Plaza Shenzhen Prepared by Business Center 由商務中心編制 Page 5 of 55 Business Center Concept 商務中心的定義 Business Center is an office away from guest’s own office. We also supply the secretary service whenever guest need. 商務 中心是客人辦公室以外的辦公室，在客人沒有秘書的情況下也能滿足 客人的秘書需求。 JOB DESCRIPTION JOB TITLE: Business Center Supervisor AREA/DEPARTMENT: Rooms Division / Front Office / Business Center REPORTS TO: DOR / ADOR / FOM / AFOM/Guest Service Manager POSITIONS SUPERVISED: Business Center Clerk JOB SCOPE: Under the general direction of the Front Office Manager and within the limits of established InterContinental Hotels Group and local policies and procedures, oversees and directs all aspects of the Business Centre function to achieve the highest possible guest satisfaction and profit. Promotes the desired work culture around the five core values of Trust, Integrity, Respect, One Team and Service of the InterContinental Hotels Group and the brand ethos Key Responsibilities ? Monitor Business Center personnel to ensure maximum guest satisfaction through personal recognition and prompt cordial attention ? Manage and provide direction for daytoday operation and administration of all ponents of Business Center ? Appraise appearance, discipline and efficiency of all staff order direct supervision and initiate immediate remedial action if necessary ? Set up guests’ business appointments ? Ensure stationery supplies are maintained to standard, ordering in advance when required ? Manage the routine servicing of equipment ? Organize and conduct regular meetings for all Business Center staff to facilitate munication and a smooth operation ? Participate in broader Front Office meetings to keep abreast of issues i n the department and inform your staff of same ? Forecast future business trends on a monthly basis ? Plan strategies to take full benefit of forecasted business trends ? Analyse business centre’s strengths, weaknesses and opportunities ? Develop and implement action plans to improve strengths, overe weaknesses and capture opportunities ? Assist in planning and coordinating activities to ensure that a budgeted sales targets are met or exceeded ? Complete regular market surveys of petitor’s products ? Assist with the development of strategies based on market research that will ensure achievement of market share and outlet profit targets ? Approve leave after reviewing hotel occupancies 深圳威尼斯皇冠假日酒店 Crowne Plaza Shenzhen Prepared by Business Center 由商務中心編制 Page 8 of 55 ? Prepares efficient work schedule for Business Centre staff, arranging holidays and vacation, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures Human Resource Responsibilities ? Works with Superior and Human Resource Manager to ensure the departmental performance of staff is productive. Duties include: o Assists in planning for future staffing needs o Assists in recruiting in line with pany guidelines o Prepares and administers detailed induction program for new staff o Maintains a prehensive, current and guest focused set of departmental standards and procedures and oversees their implementation o Ensures training needs analysis of Business Centre staff is carried out and training programmes are designed and implemented to meet needs o Conducts on the job training and maintains a prehensive list of training progress for all staff o Conducts probation and formal performance appraisal discussions in line with pany guidelines o Coaches, counsels and disciplines staff, providing constructive feedback to enhance performance o Regularly municates with staff and maintains good relations Financial Responsibilities ? Works with superior in the preparation and management of the department’s budget. Duties include: o Assists in coordinating the preparation of the departmental annual budget o Controls and monitors departmental costs on an ongoing basis to ensure performance against budget Occupational Health and Safety Responsibilities ? Demonstrate Awareness of OHamp。 Surcharge 頁數(shù)及服務費 f) Telephone Cost 電話成本 g) Miscellaneous charge 雜項收費單單號 h) BC Clerk/Handle by 經(jīng)手人 i) Payment 付款方式 j) Remarks 備注 B shift staff need to print on fax report from fax machine at 23:00 and submit to Famp。 Procedures 程序 1. Greet the guest Stand up with smile and greet guest ask how you can be of assis