深圳威尼斯皇冠假日酒店礼宾部新员工入职培训手册(2)

直接汇报于：礼宾部主管

INDIRECT REPORT TO:CHIEF CONCIERGE

间接汇报于：礼宾部经理

JOB SCORE:In charge of guest’s fax and message, newspaper, internal departments letters delivery work. Follow up section inventory and guest’s hold for pick up items

follow up. Coordinate with Bellboys in the opening and closing hotel door and

assist to tidy up concierge file system.

工作叙述：负责客人留言和传真，报纸及酒店部门信件递送。跟进部门存货及客人转交物品。协助行李员开关酒店大门及整理礼宾部文档资料。

PRIMARY RESPONSIBILITIES:

基本工作职责:

1.Concierge ambassador is only available from Monday to Friday for concierge morning and

afternoon shift.

礼宾大使工作日程为周一至周五，早班中班各一位。

2.Concierge ambassador morning shift will prepare the newspaper for guests and internal

departments at 8:30AM daily and send out to concerned department before 9:00AM.

Department should be informed by ambassador for any delay.

每日早班必礼宾大使须于当日8：30AM准备客人及酒店部门报纸，并于9：00AM前送出。任何原因晚送相关部门必须由礼宾大使通知到。

8

深圳威尼斯皇冠假日酒店礼宾部新员工入职培训手册

ＤＩＪＯＮＨＯＴＥＬ上海市帝璟丽致大酒店礼宾部

3.Concierge ambassador should check guest’s message and fax box every 5 minutes interval

and send items as soon as possible.

礼宾大使应每隔5分钟检查客人留言和传真并尽快送出。

4.Concierge ambassador morning shift should check all of OCT leader laundry and call the

concerned driver to pick it up at 11:00AM. He must ensure the proper record is maintained.

早班礼宾大使必须于每日11：00AM检查集团领导洗衣并通知相应司机领取。礼宾大使必须保证所有洗衣有着正确记录。

5.All of letters should be sent out at 14:00PM daily by morning shift concierge ambassador and

shift supervisor must be informed for any unclaimed letters.

礼宾大使必须于每日14：00PM清空酒店所有信件，任何未知信件必须通知当班主管处理。

6.Concierge ambassador should clean all of internal department form delivery work at each

shift close.

礼宾大使必须于下班前清空投递完当班时所有酒店内部门表格。

7.Concierge ambassador afternoon shift on every Wed. must check the section inventory and

stationary then raise the request to Chief Concierge before 16:00 for approval.

每星期三中班礼宾大使必须检查礼宾部物品库存及文具并于16：00将申请表交与礼宾部经理批准。

8.The afternoon shift concierge ambassador on every Thu. must draw all of requested items

before 16:00.

每星期四中班礼宾大使必须于当日16：00领回申请物品。

9.Every shift concierge ambassador must clean the same day hold for pick up item and report

to shift supervisor at each shift end.

每日当班礼宾大使必须清点当日客人物品转交并于下班前向当班主管汇报。

10.The afternoon shift concierge ambassador at each month end must clean all of file holder at

file area and pass it to shift supervisor for storage.

每月底中班礼宾大使必须清理礼宾文件档案并交与主管库存。

11.Concierge ambassador should coordinate with Bellboys in the opening and closing hotel door

when he is not busy.

礼宾大使在不忙时必须协助行李员开关酒店大门。

12.Shift supervisor must assign the concierge ambassador work among bellboys on Sat. and

Sun.

当班主管在必须在周末当班时把礼宾大使工作分配给当班行李员。

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深圳威尼斯皇冠假日酒店礼宾部新员工入职培训手册

ＤＩＪＯＮＨＯＴＥＬ上海市帝璟丽致大酒店礼宾部

JOB DESCRIPTION

工作职责描述

JOB TITLE:DOORMAN

职位：门童

LOCATION:ＤＩＪＯＮＨＯＴＥＬＳＨＡＮＧＨＡＩ

工作场所：帝璟丽致大酒店

DEPARTMENT:/FRONT OFFICE

部门：前厅部

ORGANIZATION STRUCTURE:

组织结构：

DIRECT REPORT TO: CONCIERGE SUPERVISOR

直接汇报于：礼宾部主管

INDIRECT REPORT TO:CHIEF CONCIERGE

间接汇报于：礼宾部经理

JOB SCORE:Assists arriving and departing guests mainly by opening doors for the ensures The smooth flow of traffic in front of the hotel. Coordinates with Bellboys in

the loading and unloading of guest’s luggage from their vehicles.

工作叙述：帮助抵离酒店的客人开关车门和大门，确保酒店大门口交通畅通，协助行李员在客人车辆上拿放行李。

PRIMARY RESPONSIBILITIES:

基本工作职责:

●Maintain a friendly, neat and professional image to guest

保持友善，整洁，职业的形象，面对所有客人。

●Provide courteous service to guest and respond promptly and tactfully to guests complaints,

requests and inquiries

对于客人的投诉，要求，质询迅速作出回应，提供礼貌的服务。

●Assist guest and patrons by unfailingly opening and closing vehicles doors and hotel doors

帮助客人开关车门及酒店大门。

●Direct incoming guests to the registration desk and call Bellboy for the luggage

指引客人去前台登记处，联系行李生帮客人拿行李。

●Ensure that “No Parking areas are clear to provide smooth flow of traffic

确保大门口禁止停车区域交通畅通。

●Ensure that the Door girl’s station and front of the hotel are clear anytime

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深圳威尼斯皇冠假日酒店礼宾部新员工入职培训手册

ＤＩＪＯＮＨＯＴＥＬ上海市帝璟丽致大酒店礼宾部

确保任何时候门童工作区域及大门口都保持清洁。

●Keep undesirable characters away from the hotel, ask the help of the Assistant Manager when

necessary

确保衣冠不整及有不良习惯的人进入酒店，如有需要，通知大堂副理。

●Summon hotel’s Taxi cabs for guest and patrons

帮助客人召唤出租车。

●Keep umbrella available to protect guests and patrons coming in and out of the hotel from the

rain

下雨天确保为进出酒店的客人有雨伞提供服务。

●Refrain from any personnel conversation at main entrance with bellboys or other employees

禁止在酒店大门口与行李生或者其他酒店员工聊天。

●Help keep the lobby area clean and in door

帮助保持酒店大堂区域和大门里面清洁。

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