【正文】 客務(wù)經(jīng)理 GENERAL MISSION 職責(zé)概述 日常工作 To assist guests and ensure their stay at SOFITEL Jin Jiang Oriental is fortable and an experience to remember. 幫助客人并保證客人在東錦江索菲特大酒店入住期間感覺舒適和留有美好的回憶。 Escort guest form the main entrance to the reception counter for registration. 從正門陪同客人到接待處登記。 Assist in taking room reservations, if a guest approached the desk or calls up. 如果客人路過總臺(tái)或打電話預(yù)訂房間，要幫助客人。 Assumes other duties as delegated from time to time. 承擔(dān)其他的工作。 REPLACEMENT AND TEMPORARY MISSION 替代和臨時(shí)任務(wù) To be flexible and willing when asked to fill in any areas where needed to help in an emergency or difficult circumstances as assigned or required by Management. 當(dāng)任何崗位在特殊情況下需要幫助時(shí) ,要服從管理人員的工作分配到需要的崗位上工作 . Sofitel Jin Jiang Orienta l 9 12/10/20 JOB DESCRIPTION JOB TITLE : CHIEF OPERATOR 職務(wù) 總機(jī)主管 DIVISION : OPERATORS 部門 總機(jī) JOB CODE : 代碼 REPORTS TO : FRONT OFFICE MANAGER 上級(jí)主管 前廳部經(jīng)理 GENERAL MISSION 職責(zé)概述 To supervise staff within the section. 管理本崗位的員工。 Make sure wakeup calls are all recorded and followed up accordingly. 確認(rèn)所有的叫早電話已經(jīng)被記錄并且已經(jīng)落實(shí)。 Ensure proper administration of the department by anizing and administering internal procedures and duty rosters, coordinating activities of 3 shifts. 通過對(duì)內(nèi)部工作程序 ,員工考勤，三個(gè)班次的運(yùn)轉(zhuǎn)的組織和內(nèi)部管理，以保證部門的正確管理。 To have a plete understanding of and adhere to the hotel’s policy relating to Fire and Emergency, Hygiene, Health and Safety. 全面了解并遵守酒店關(guān)于消防急救，衛(wèi)生，健康和安全的政策。 To be ready and responsible to perform any other duties as designated or required by Management from time to time. 要隨時(shí)準(zhǔn)備按管理者的要求或者分配承擔(dān)其他的任何職責(zé)。 To ensure you have a plete and thorough knowledge of the outlets of SOFITEL Jin Jiang Oriental, their operating hours and the scope of services that they provide. 確認(rèn)已經(jīng)完全了解東錦江索菲特大酒店的餐廳以及他們的營(yíng)業(yè)時(shí)間和經(jīng)營(yíng)范圍。 To maintain and be aware of the importance of guest recognition. 你要意識(shí)到客人認(rèn)可的重要性。 To ensure at all times that personal presentation is immaculate, your uniform or work clothes are in line with relevant Front Office, Hotel uniform and clothing codes. 確保所有的時(shí)候你都要保持整潔干凈 ,你要著相應(yīng)的制服或者工裝。給所有的客人留下美好的印象 . RESPONSIBILITIES AND MEANS 責(zé)任和方 法 Controls and directs the entire section within the framework as defined in the anization chart. 直接負(fù)責(zé)禮賓部的工作。 Ensures that all equipment within the section is properly maintained and in good working order at all times. 確保工作區(qū)域內(nèi)的所有設(shè)備處于良好工作狀態(tài)。 Ensures that all work areas are neat and tidy at all time. 保證所有的工作區(qū)域始終保持整潔。 REPLACEMENT AND TEMPORARY MISSION 替代和臨時(shí)任務(wù) To be ready and responsible when assigned to perform in an emergency or difficult situation as required by Management from time to time. 要服從管理層的安排和分配有到出現(xiàn)困難或者突發(fā)事件而需要幫助的崗位工作。 Accepts luggage and parcels for safekeeping and ensure that at all times it is recorded properly. 確保所接收的行李和包裹的安全，并存放在合適的地方。 Is responsible for the cleaning of the trolleys and the storage room. To assign a Bell Person to be responsible for this task. 要負(fù)責(zé)保持行李車和行李房干凈。 RELATIONS 工作關(guān)系 Maintain good working relationship with all colleagues within the section and Department as a whole. 同崗位和部門所有的同事保持良好的工作關(guān)系，團(tuán)結(jié)如同一個(gè)整體。 Identify ways of increasing the hotel’s overall profitability within the section. 在本職崗位，通過各種途徑和努力以增加整個(gè)飯店的收益。在交班本上記錄 未完成的工作交給下一個(gè)班次。 Supervise and delegate duties to all staff within the section and prepare their working schedules as required. Sofitel Jin Jiang Orienta l 22 12/10/20 負(fù)責(zé)管理崗位員工，并安排崗位的工作班次和時(shí)間。 Identify and develop leadership qualities among staff in order to guide them towards a path of career enrichment with SOFITEL Jin Jiang Oriental. 同員工建立發(fā)展良好的友誼，引導(dǎo)員工在東錦江索菲特大酒店的工作中取得成績(jī) . RELATIONS 工作關(guān)系 Ensures a smooth working relationship between the Bell Service and all other departments of the hotel. 確保行李部和飯店其他的部門之間保持良好的工作關(guān)系。 Monitors, that the Concierge staff are engaged in their daily duties – greeting of guests at entrance, carrying baggage, rooming of guests, daily directory postings, transfer arrangements. 監(jiān)督員工的日常工作 在門口問候客人、幫助客人提行李、引領(lǐng)客人進(jìn)房、日常的分送、 交通安排工作。 Maintains and controls the use of the luggage room, ensuring that luggage is properly stored and labeled at all times. 負(fù)責(zé)管理行李房，確保所有的行李有行李標(biāo)簽并且存放在合適的位置。 REPLACEMENT AND TEMPORARY MISSION 替代和臨時(shí)任務(wù) To assist and carry out duties as assigned by the Telephone Supervisor or Front Office Manager from time to time. 隨時(shí)準(zhǔn)備協(xié)助和執(zhí)行總機(jī)主管或者前廳部經(jīng)理分配的工作。打印報(bào)表不會(huì)卡紙。 To ensure confidentiality is adhered to in relation to all inquiries in reference to guests or staff with no exceptions. 有關(guān)員工或者客人的情況，要保密。 To ensure on a daily basis that you are fully aware of all arrivals to the Hotel, and in particular, VIP and return guests, and that you are aware of any special requests so that they may be action accordingly. 確認(rèn)你已經(jīng)確切知道了抵達(dá)飯店的客人 ,特別是重要客人和回頭客 ,并且知道了他們可能需要的特殊要求。 Assist in maintaining a close working relation with all Departments of the Hotel. 協(xié)助同飯店所有的部門保持密切的工作關(guān)系。 Thorough familiarity with existing extension numbers of the hotel. 熟悉飯店的所有分機(jī)號(hào)碼。 Ensure efficient provision of telephone services by overseeing efficient arrangement of local and long distance calls, as well as staff’s courtesy in handling telephone calls. 通過有效地管理本市和長(zhǎng)途電話設(shè)備以及接線員處理電話的禮貌 ,確保有效的總機(jī)服務(wù)。 ADMINISTRATIVE RESPONSIBILITIES 行政職責(zé) Be concerned with staff discipline and staff performance and help to develop skills for all staff within the section. Sofitel Jin Jiang Orienta l 10 12/10/20 關(guān)注本崗位員工的紀(jì)律和行為并幫助員工提高技能。 HUMAN RESOURCE RESPONSIBILITIES 人事職責(zé) Sofitel Jin Jiang Orienta l 8 12/10/20 Have a good working relationship with all colleagues and employees of the Hotel. 同飯店所有的同事和員工保持良好的工作關(guān)系。 Reports to the Guest Relation Manager of guest plaints immediately. 及時(shí)向客務(wù)經(jīng)理報(bào)告客人的投訴。 Checks and ensures that all room/suites assigned for VIPs are in order and the respective amenities are placed in the room/sui