岗位职责/职位描述
Negotiate terms pertinent to the sale of conference and banqueting services
协商有关会议销售和宴会服务的条款。
Assist in the co-ordination of conference sales/promotional events and activities
协助协调会议销售和促销活动等工作。
Assist in the operation of banquet functions
协助运作宴会工作。
Liaise with Reservations for space allocation and priority
与预订部联系有关场地分配和优先权的问题。
Conducts daily briefings and other meetings as needed to obtain optimal results
需要时主持每天的例会和其它会议,使会议取得最佳效果。
【岗位职责】
l 直接向前厅部经理汇报并就所有与宾客服务及酒店运作相关的问题进行沟通。
l 监督本部门的工作人员,以确保来宾始终得到礼貌接待及充分的注意和重视,由此实现最大的宾客满意度。
l 向所有部门提供功能性支持和指导。
l 按需要与酒店其它部门进行合作、协调和沟通。
l 就客人的需求做出反应并解决相关问题。
l 对前厅部各岗位进行监督和指导。
l 在高峰期向前厅部工作人员提供支持和协助。
l 关注VIP客人和网络客人。
l 定期检查前台和礼宾部的卫生清洁状况。
l 协助酒店迎接贵宾,为其安排房间,在贵宾(VIP)到达前对贵宾房进行检查,并在其离店时送行。
l 监督员工的行为、制服穿着、卫生和外表形象。
l 为前厅部会议提供信息。
l 促进房间销售以及推销酒店内的设施。
l 检查结账说明并监督客人信用情况。
l 每日due out房间的处理。
l 分析和批准打折相关事宜。
l 熟知酒店紧急情况所有处理程序。
l 确保一线员工遵从散客市场技巧并最大化的进行销售。
l 执行相关的对客关系维护工作,如订花、送生日卡、节日祝福、书写欢迎信及道歉信等。
l 主持每日的班前例会,对前日的住房情况进行通报,以及对本日的工作安排进行布置。
l 对前台系统的客史档案进行维护,实施监管。
l 对住店客人进行拜访。
l 维护网络客人关系,并提升好评。
l 对在店客人进行酒店活动的导入、介绍。
l 处理客人投诉,如有必要则将其提交给有关部门,并对纠正措施进行跟进。
l 查阅来客单,检查对客人和贵宾的房间分配情况、各类设施情况以及特别申请。
BASIC FUNCTION基本职责
To handle andmonitor all matters relating to customer credit and timely collection ofoutstanding debts.
负责处理所有信贷客户事宜,及时收回应收欠款。
DUTIESAND RESPONSIBILITIES职责和义务
1. Knowand observe the credit policies of group and the hotel and to assist inestablishing and compiling clear and well defined credit procedures for allpositions in a formal credit manual.
熟悉并遵守集团的信用政策,帮助建立和编制信用手册中所有岗位相关的信用操作流程。
2. Befully conversant with the credit policy and procedures.
熟悉信贷政策和程序。
3. Investigatecustomer’s credit worthiness by research through various available sources(e.g. banks, trade and credit associations etc.) and to recommend creditapproval or disapproval to management.
负责客人的信用评估,对于客人信贷申请的批准或否定给于建议。
4. Maintaina complete alphabetical credit file for each account containing alldocumentation related to the credit research.
按一定次序做好使用文件归档工作包括相关的附件无一遗漏。
5. Maintainseparate updated alphabetical listings of approved credit account holders andnon-approved applications, and to recommend credit approval or disapproval tomanagement.
区分整理已获批准的挂帐帐户和未获批准的信贷申请,对于信贷申请的批准与否给出自己的建议。
6. Setand continuously review credit limits for both in-house guests and City Ledgeraccounts.
设置信贷限额并检查所有住店客及挂帐客人的消费变动是否超过限额。
7. Systematicallyfollow up on collection of outstanding accounts in a manner that will yield thebest timely results while maintaining good relations with the customer.
在跟踪及催收帐款时要有礼貌并同客人保持良好的关系以确保应收账款的收回。
8. Issuetimely reminders and collection letters.
定时寄出催款及收帐信。
9. Reportunfavorable information which may affect a customer’s credit standing so as toallow timely action.
及时汇报任何影响客人信贷的情况及相关信息。
10. Identifydaily in-house guest balances which are in access of the house limit forappropriate follow up action with the guests.
检查每日住店客人消费是否超过限额并及时跟踪。
11. Followup on collection of; Returned Cheques; Credit Card Chargebacks; Skipperaccounts; Late charges; Guaranteed No-shows.
对收帐、退支票、信用卡退款、逃帐追收、保证预定等及时跟踪。
12. Investigatedisputed charges and to follow up on queries raised by City Ledger customer.
调查由争议的入账并及时回复挂帐客人的疑问。
13. Handleall credit requests from in-house guests.
负责住店客人的挂帐要求。
14.Issuecredit card cancellation bulletins to Front Office and Food & BeverageOutlets.
发放信用卡黑名单给前台和各餐饮营业点。
15. Analyzetrends in Accounts Receivable balances or significant changes in paymentpatterns and to recap major collection problems for the monthly credit controlmeeting.
分析应收帐款及变动,在每月信贷会议上就主要的应收帐款问题着重说明。
16. Maintainongoing detailed documentation of all collection efforts by account for futureanalysis of a customer’s credit worthiness and to serve as support in the eventof a bad debt write-off.
保留所有收帐记录,以及分析客人信用情况同时也可作为坏帐处理的证明。
17. Recommendthe writing-off of uncollectible accounts.
对收不到的账款的应收帐户建议坏帐处理。
18. Supervisethe activities of the credit staff including the formal preparation ofcollection schedules for bill collection.
负责管理信贷员工收帐准备工作及收款日程表。
19. Trainall involved employees such as Front Office Clerks and Food & BeverageCashiers to ensure continued adherence to established credit procedures.
培训相关员工包括前台员工、餐厅收银确保其忠于执行已建立的信贷程序及政策。
BASIC FUNCTION基本职责
Assists Executive Housekeeper in supervising and coordinating all activities of Housekeeping personnel.
协助行政副管家做好监督工作,并协调好所有客房员工的工作
DUTIES AND RESPONSIBILITIES 职责和义务
1.Supervises and coordinates the functions of Housekeeping personnel such as cleaning and maintaining hotel premises, storing and issuing of hotel linens.
监督协调客房部员工的工作,例如:清洁和保养客房营运场所,储存发放酒店的布草
2.Prepares daily floor assignments of Room Attendants based on room occupancy.
根据住客率安排每天楼层服务员在楼层内的工作
3.Hands out floor keys to Floor Supervisor and lists of work priorities for the day.
分发楼层钥匙给楼层主管,并列出当天的工作重点
4.Inspects all rooms blocked for VIPS; endorses all VIP-occupied rooms are properly cleaned and maintained.
检查所有房间尤其是贵宾房;确认所有贵宾房的清洁和物品的完好
5.Checks regularly all floor areas and floor public areas and informs supervisors concerned regarding deficiencies.
定时检查所有楼层区域和客房公共区域,并通知主管其不足之处
6.Spot checks all Housekeeping equipment in use and kept in storeroom.
盘点所有客房部正在使用的设备和库存的设备
7.Trains all supervisors periodically for improvement of Housekeeping operations.
定期进行主管的培训以提高改善客房部的运作
8.Supervises the general inventory taking of all housekeeping materials, linen and equipment.
监督管理客房部一般物品,布草和设备
9.Coordinates with other departments such as Front Office, Engineering and Laundry.
与其他部门做好协调工作,例如:前台、工程部、洗衣房
10.Performs other duties that may be required by his superior.
履行由其上级要求的工作职责
JOB SPECIFICATION工作要求
1.College graduate
专科毕业
2.At least with 3 years’ experience
至少3年同岗位工作经验
3. Familiar with operation of Front Office, Engineering and Laundry
熟悉前台、工程部和洗衣房的运作
4. Personable and neat, aggressive
外貌姣好、整洁,有进取心的
【岗位职责】
与既有的客户和潜在的客户及合作伙伴保持密切的联系
Active distribution of product information and creates awareness in the markets and business segments or responsibility
高效认知和掌握销售线索
Identifies and handles sales leads effectively and efficiently
代表酒店参加国际及国内的销售活动
Represents the hotel and participates in domestic and international sales activities
发挥创造力,为酒店的产品及部门做出应有的贡献
Creative contribution to product and sales development
仔细计划与客户的会面,对预定的客户实施客户关系管理,完成销售目标
Fulfills Customer Relationship Management responsibilities and sales goals for defined customers through planned customer interviews
在所负责的市场区域内,监视和报告市场及竞争者的情况
Monitors and reports on market and competition within own market segment
准备销售报告,确保市场及客户信息的准确性,以便于工作的跟进
Prepares and updates customer management reports and ensures all nece
【岗位要求】
1、具备领导才能,了解所负责部门对各职位的责任
2、掌握使用互联网及其它主要电脑系统的知识
3、掌握应用销售及前台的电脑系统
4、了解商务旅游、旅游业国际市场,会议旅游及餐饮销售
5、能够掌握和理解市场和竞争
6、必须具备良好的中,英文读写能力
7、良好的电脑技能,至少会使用微软2003或以上操作系统、微软办公软件2003或更高版本、互联网及其它的流行出版软件
8、良好的人际交往和沟通技巧
9、独立工作和团队工作的能力
10、5年以上销售与市场推广方面的经验, 包括在国际连锁酒店的管理经验并有最少3年的销售经理经历