皇冠崗位職責(zé)客房部協(xié)調(diào)員

1、JOB DESCRIPTION崗位職責(zé)JOB TITLE: HOUSEKEEPING COORDINATOR職位 客房部協(xié)調(diào)員AREA/DEPARTMENT: ROOMS DIVISION/HOUSEKEEPING 部門(mén) 房務(wù)部/管家部JOB BAND:6LEVEL級(jí)別 六級(jí)REPORTS TO: ASST.EXEC.HOUSEKEEPER直接上級(jí) 行政副管家POSITIONS SUPERVISED: NIL下級(jí) 無(wú)JOB SCOPE: 工作范圍 Department and department is responsible for the communication; responsibl

2、e for the work of the right to receive information and communication; is responsible for departmental management; the drinks the management of the remaining items.負(fù)責(zé)部門(mén)內(nèi)部及部門(mén)間的協(xié)調(diào)溝通工作；負(fù)責(zé)電話的接聽(tīng)和信息的正確完整傳達(dá)；負(fù)責(zé)部門(mén)酒水管理；酒店遺留物品的管理工作。TESTIMONIAL: I have read and received a copy of the description and fully unders

3、tand that violation of any of the stated responsibilities and duties is grounded for disciplinary action.本人確認(rèn)已閱讀了本職責(zé)描述，并同意在工作職責(zé)描述中所規(guī)定的職責(zé)。Signature:簽名 Date: 日期 Key Responsibilities主要職責(zé)l Consciously abide by commuting system and department regulations. 自覺(jué)遵守上下班制度及部門(mén)的規(guī)章制度。l Warm in reception, the hotel

4、and department of business personnel, finishes the corresponding explanation, but not its prattle, more arbitrarily revealed hotel and department information. 熱情接待，酒店和部門(mén)的業(yè)務(wù)往來(lái)人員，作好相應(yīng)解釋，但不得與其閑聊，更不得隨意透露酒店和部門(mén)信息。l Responsible for all kinds of keys, communications tools keeping, sending work. 負(fù)責(zé)部門(mén)的各類鑰匙、通訊

5、工具保管、發(fā)放工作。l Answer telephone according to the standard requirement of questions and answers provide reliable information. 接聽(tīng)電話按標(biāo)準(zhǔn)要求回答各類提問(wèn)和提供準(zhǔn)確有效的信息。l Fast and accurate fill in, document handling, form work and exquisite neat and beautiful. 快速準(zhǔn)確地填寫(xiě)、處理文件、表格工作，并講究整潔美觀。l In time, check, completion, hand

6、ed in, and consecrated documents form to department and other departments have communicated, transfer information. 按時(shí)檢查、完成、上交、分派各類文件表格，向部門(mén)和其它部門(mén)傳達(dá)、傳遞工作信息。l Master room state material, to long dweller, ripe Penn, VIP room, name wait for a circumstance to fully understand, Facilitate quickly and accura

7、tely provide information to the floor and management personnel. 掌握房態(tài)資料，對(duì)長(zhǎng)住客、熟賓、貴賓的房間、姓名等情況要充分了解；便于迅速準(zhǔn)確地提供情報(bào)給樓層及管理人員。l Tracking VIP reception, VIP reception, banquet reception work, notifies competent and relevant personnel complete the arrangement preparation, and report the situation to executive h

8、ousekeeper. 跟蹤VIP接待、重要客人接待、宴會(huì)接待等工作，通知主管及相關(guān)人員做好安排準(zhǔn)備工作，并把情況向行政管家匯報(bào)。l Be responsible for sorting housekeeping center of equipment articles, regular cleaning maintenance computer, electrical equipment, office equipment, Make neat and beautiful, and maintain environmental order. 負(fù)責(zé)整理客房中心的設(shè)備物品，定期清潔維護(hù)電腦、電器

9、、辦公設(shè)備；使之整潔美觀，并保持環(huán)境秩序。l Is responsible for the warehousing legacy, temporary objects and tackle the work according to procedures. 負(fù)責(zé)保管遺留、暫存物品，并按程序處理此項(xiàng)工作。l The consumption of statistical rooms, fill out the wine bar supplementary card, and responsibility for preserving, The stipulated time in the fron

10、t cashier take feedback single, send beverage consumption TAB. 統(tǒng)計(jì)客房酒吧的消耗量，填寫(xiě)酒水補(bǔ)充報(bào)告單，并負(fù)責(zé)保存；按規(guī)定時(shí)間到前臺(tái)收銀取反饋單、送酒水消耗統(tǒng)計(jì)表。l Ready 24 hours daily maintenance statistical work, timely updates and fills in maintenance room and room extra bed of registering. 每日做好24小時(shí)維修統(tǒng)計(jì)工作，及時(shí)更改和填寫(xiě)維修房情況和客房加床的顯示記錄。l Responsible f

11、or floor attendant timing records and disease, leave the preservation, accurately and correctly completes various divisions of the handover record and report to shift leader convey handover record contents. 負(fù)責(zé)樓層服務(wù)員考勤記錄和病、事假條的保存；準(zhǔn)確無(wú)誤地做好各班次的交接記錄，并向主管轉(zhuǎn)達(dá)匯報(bào)交接記錄內(nèi)容。l Daily early waiter responsible to work

12、days floor supervisor provide floor rooms rental situation. 每日早班服務(wù)員負(fù)責(zé)向白班樓層主管提供樓層客房出租情況。l Is responsible for the warehousing hotel guests “do not disturb” room in the laundry, timely the laundry to guests. Not submitted to the laundry, should make handover records. Also accept outside the guests laun

13、dry service shop, and completes the laundry handover records of laundry. 負(fù)責(zé)保管住店客人“請(qǐng)勿打擾”房的洗衣，適時(shí)將此洗衣送交客人。未能送交的洗衣，應(yīng)做好交接記錄。同時(shí)接受店外客人的洗衣服務(wù)，并與布草&制服房做好洗衣的交接記錄。l Checkout room number shall promptly notify the on-duty attendant, and from 17:00 checkout room after notification mid-day foremen, for timely arran

14、gement clean. 退房房號(hào)應(yīng)及時(shí)通知當(dāng)班服務(wù)員，并將17：00后退房房號(hào)通知中班主管，以便及時(shí)安排清掃。l Be responsible for the relevant floor urgent repair projects, and engineering contact, to “rooms maintenance form”. 負(fù)責(zé)有關(guān)樓層急修項(xiàng)目，與工程部聯(lián)系，送交“客房維修單”。l Promptly put the guest complaints report foreman and floor supervisor, and make records. 及時(shí)將客人投

15、訴報(bào)告樓層主管，并做好記錄。l Responsible for service center of hygiene and safety, fill out the waiter work reports, floor drinks control table. 負(fù)責(zé)客房中心的衛(wèi)生和安全，填寫(xiě)服務(wù)員工作報(bào)告表、樓層酒水控制表。GENERAL概要l Is prepared to implement assigned tasks during emergencies such as fires, power cuts, and bomb threats.在如火災(zāi)，停電，爆炸襲擊等緊急事件的發(fā)生過(guò)程

16、中，準(zhǔn)備好所分配任務(wù)所需的工具。l Encourages the highest possible standard of environmental management.鼓勵(lì)最高標(biāo)準(zhǔn)的管理環(huán)境。l To ensure guest requests are met and hotel policies and standard procedures are maintained.確?？腿说囊笫沁m宜的，維持酒店的政策和標(biāo)準(zhǔn)程序。l Reports any suspicious looking person, missing items, discrepancies, health or sa

17、fety hazard to floor supervisor.將一切可疑的人，丟失物品，差異房或安全隱患報(bào)告給樓層主管。l Fills in for other non-supervisory personnel as required.必需時(shí)替代其他非管理人員。l Performs turndown service as required.按需提供開(kāi)夜床服務(wù)。l Handles Mini-bar according to The International Conference Center standard procedure.依照國(guó)際會(huì)議中心的標(biāo)準(zhǔn)程序處理迷你吧。l Provides

18、all possible assistance and outstanding service to guest.盡可能為客人提供優(yōu)質(zhì)的服務(wù)。l Handles other duties and projects as assigned.解決其他工作，依照分配做出計(jì)劃。Occupational Health and Safety Responsibilities職業(yè)保健及安全職責(zé)l Demonstrate Awareness of OH&S policies and procedures and ensure all procedures are conducted safely and wi

19、thin OH&S guidelines.表現(xiàn)出職業(yè)保健及安全職責(zé)方面的政策及程序的意識(shí)，確保在職業(yè)保健指導(dǎo)方針下安全地進(jìn)行所有程序并確保下屬也是按此規(guī)程進(jìn)行操作。l Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures.關(guān)心并知曉遵守職業(yè)、保健及安全方面的政策、法規(guī)及程序的職責(zé)。l Be familiar with property safety, first aid and fire and emergency procedure

20、s and operate equipment safely and sensibly.熟悉酒店安全、急救及消防、緊急應(yīng)變程序，安全謹(jǐn)慎地操作設(shè)備。l Initiate action to correct a hazardous situation and notify supervisors of potential dangers.發(fā)起消除安全隱患的行動(dòng)并通知主管潛在的危險(xiǎn)。l Log security incidents and accidents in accordance with hotel requirements.按照酒店要求記錄安全事故及事件。Key Competencies

21、主要資質(zhì)Key Tasks主要任務(wù)Drive For Results獲取結(jié)果l Compete against a standard of excellence by setting high performance standards and pursuing aggressive goals. 設(shè)立高工作標(biāo)準(zhǔn)并朝挑戰(zhàn)性目標(biāo)前進(jìn)。l Strive for constant improvements and takes responsibility for achieving business results and persevere despite obstacles. 致力于持續(xù)性發(fā)展并

22、負(fù)責(zé)達(dá)到業(yè)績(jī)目標(biāo)，盡管有困難，還是要堅(jiān)持達(dá)標(biāo)。Understanding the Business理解酒店業(yè)l Demonstrate an interest in and an understanding of issues relevant to your department and hotel and keep your knowledge up to date, including legislative information.顯示出與本部門(mén)及酒店有關(guān)事宜的興趣及理解，并不斷更新相關(guān)最新情況，包括法律法規(guī)。l Adheres to The International Confere

23、nce Center Corporate Code of Conduct, Employee Handbook and Hotel policies.遵守國(guó)際會(huì)議中心行為準(zhǔn)則、員工手冊(cè)及酒店政策。l Demonstrates an understanding of competitors major strengths and weaknesses.表現(xiàn)出對(duì)競(jìng)爭(zhēng)對(duì)手優(yōu)勢(shì)及弱勢(shì)方面的理解。l Establishes and interprets key performance indicators to manage the business, consistently takes into a

24、ccounts financial implications of business decisions and recommendations.設(shè)立并解釋用以管理酒店經(jīng)營(yíng)的營(yíng)運(yùn)指標(biāo)，始終考慮到經(jīng)營(yíng)決策及建議會(huì)為財(cái)務(wù)方面產(chǎn)生的影響。l Has a broad knowledge of how the business is run, focuses on the major factors necessary to ensure that the business is successful and profitable.在酒店運(yùn)營(yíng)方面有廣博的知識(shí)，重點(diǎn)放在確保酒店生意成功且贏利的必要重要環(huán)節(jié)

25、上。Problem Solving and Decision Making解決問(wèn)題及決策l Diagnose problems and thoroughly analyze information to guide decision making.診斷問(wèn)題并全面分析指引決策的信息。l Evaluate and assimilate critical information when reaching conclusions and make logical, competent decisions.當(dāng)?shù)贸鼋Y(jié)論時(shí)，應(yīng)先評(píng)估并吸收關(guān)鍵信息，然后進(jìn)行邏輯分析、做出有說(shuō)服力的決定。Customer F

26、ocus聚焦客戶l Build and maintain positive relationships with all internal customers and guests in order to exceed their needs.與所有內(nèi)、外部客人建立并保持積極關(guān)系，以預(yù)期其期望。l Take action to address these needs in order to exceed their expectations.采取行動(dòng)說(shuō)明這些需求以便能超過(guò)他們的期望。l Create a positive hotel image in every interaction wit

27、h internal and external customers.在與內(nèi)部及外部客人每一次互動(dòng)的時(shí)候都爭(zhēng)創(chuàng)積極的酒店形象。l Adhere to hotel brand standards.堅(jiān)持酒店品牌標(biāo)準(zhǔn)。l Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests.保持產(chǎn)品及服務(wù)高標(biāo)準(zhǔn)，以便向客人解釋并銷售服務(wù)及設(shè)施。l Assist guests and escort them to locations wit

28、hin the hotel at their request.協(xié)助客人，并按其要求引領(lǐng)客人去酒店內(nèi)的相應(yīng)位置。l Maintain knowledge of special programs and events in the hotel in order to recognize and respond to guests needs.保持對(duì)酒店內(nèi)特殊計(jì)劃及活動(dòng)的認(rèn)知，如客人有需要時(shí)可識(shí)別并進(jìn)行回復(fù)。l Maintain current Hotel information to be able to provide information to guests.保持對(duì)酒店當(dāng)前信息的認(rèn)知，以便將

29、相關(guān)信息提供給客人。l Implements procedures which enhance the guest experience.實(shí)施會(huì)使客人滿意度提升的工作程序。Innovation創(chuàng)新l Generate new ideas and encourage creativity from your staff.從本部門(mén)員工處獲取新想法并對(duì)其創(chuàng)造性予以鼓勵(lì)。l Recognize the need for new and modified approaches.認(rèn)可新的、改良的方法的需要。Teamwork團(tuán)隊(duì)精神l Demonstrate co-operation and trust w

30、ith colleagues, supervisors, teams and across departments to deliver positive results.在同事、主管、團(tuán)隊(duì)人員及部門(mén)間顯示出合作與信任。l Actively participate in wider hotel meetings.積極參與酒店各項(xiàng)會(huì)議。l Interact with department and hotel staff in a professional and positive manner to foster good rapport, promote team spirit and ensure effective two way communication.以專業(yè)積極的方式與部門(mén)及酒店員工進(jìn)行互動(dòng)，以培養(yǎng)促進(jìn)和諧的團(tuán)隊(duì)精神并確保有效的雙向溝通。Adaptability適應(yīng)性l Be comfortable and effective in an environment of ambiguity or change.可適應(yīng)含糊或變化的環(huán)境，并有效率地工作。l Be receptive to new ideas and respond to workplace changes in a flexi