招聘房务中心文员_温州君廷大酒店管理有限公司招聘信息-最佳东方

JOB SCOPE: 工作范围

· Work in the Housekeeping Office to answer all phone calls from guest and / or internal departments, liaise with room attendants and other departments to provide service requested from guests. Assist in Housekeeping administrative works.

在房务中心工作，负责接听所有客人和内部来电，联系客房服务员和其他部门提供客人所需要的服务。协助客房部的日常行政工作。

1. KEY RESPONSIBILITIES 主要职责

· Keep controlling phone calls from guest and staff. Keep all files record and the office clean and tidy

处理员工和客人的电话，对所有文件进行存档,并确保房间和办公室的清洁、干净。

2. ESSENTIAL DUTIES AND RESPONSIBILITIES – (Key Activities of the role)

本职工作﹣(职务的主要工作)

· Maintenance the cleanliness of office

保持办公室清洁

· Plan monthly duty list for room attendant and keep record

每月客房服务员的排班表存档

· Fill up attendance record and hand it over to HR

填写考勤表并提交人力资源部

· Maintenance equipment

设备报修

· Keep record of monthly flower consumption booking list

每月鲜花单汇总

· Keep store of lost and found issues

失物招领的存放

· Distribute lost and found issues to staffs quarterly and keep record

发放过期失物招领给员工

· Deal with paper work

处理文字工作

· Assist to check salary in case the room attendant has some doubt

为员工核实工资

· Organize staff party

组织员工聚会

· Take place of HSKP Supervisor and keep controlling of store room when supervisor absent

在主管不在时发货

· Housekeeping department daily briefing daily report

参加每日部门工作会议和编制日报表

· Any other related duty which may be assigned by Housekeeping Manager

完成经理安排的其他工作

3. KEY COMPETENCIES主要能力

UNDERSTANDING MY JOB了解自己的工作

· Clarifies own job responsibilities and looks for opportunities that will increase skills and job knowledge

阐明自己的工作职责并找寻能提升工作技能与知识的机会。

· Understands how their role fits with others and contributes to the success of business

了解自己的主要职责并提供成功的工作经验。

· Understands the hotel’s facilities, products and services

了解酒店的设施设备、产品及服务。

· Provides information when requested and promotes hotel’s services, facilities and special events

为客人提供酒店的服务、设备和特殊事件的服务等相关的信息。

· Implements department procedures and policies as needed

根据需要贯彻执行部门的程序和政策。

CUSTOMER FOCUS 关注顾客

· Build and maintain positive relationships with all internal customers and guests in order to anticipate their needs

与内部员工和客人建立和维持积极的关系，以便能有效满足他们的合理需求。

· Anticipate guest needs, handle guest enquires, and solve problems

预见客人的需要，解答客人的咨询，并为客人解决问题。

· Create a positive hotel image in every interaction with internal and external customers

通过与店内外顾客和内部员工的交谈为酒店树立良好的形象。

· Adhere to hotel brand standards

坚持酒店的品牌标准。

· Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests

保持产品和服务知识的高水准以便更好向顾客解说、出售酒店的服务及设施。

· Assist guests and escort them to locations within the hotel at their request

根据客人的需要帮助并引领客人到达他们想去的地方。

· Maintain knowledge of special programs and events in the hotel in order to recognize and respond to guests needs

了解关于酒店特别的节目及事情，以便知晓他们的需要并做出回复。

· Maintain current Hotel information to be able to provide information to guests

了解酒店最新的信息以便为客人提供信息服务。

TEAMWORK 团队合作

· Demonstrate co-operation and trust with colleagues, supervisors, teams and across departments to deliver positive results

与同事友好合作并对同事、主管、团队给予信任，可跨部门地交流工作成果。

· Communicate well to ensure effective shift hand-overs

通过良好的交流确保交班工作的顺利进行。

· Actively participate in wider hotel meetings

参与更多的酒店会议。

· 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

以专业而积极的方式与部门和酒店员工进行接触与交流，促进彼此感情，增进团队精神并保持两种有效的交流方式。

ADAPTABILITY 适应能力

· Be open to new ideas and make changes in the job and routine as required

在工作及日常事务中根据实际需求做出改变

· Work in line with business requirements

工作应符合商业要求的需要。

· Complete tasks as directed by Management

完成管理层指派下来的工作。

DEVELOPING SELF 自我发展

· Develop/update skills and knowledge (internally or externally) to reflect changed technology or changed work requirements

发展/更新知识与技能以便适应技术与工作不断变化的需求（内在与外在）。

· Seek feedback on areas of shortfall

找出并分析存在的不足之处。

· Maximize opportunities for self development

为自我发展寻求更多的机会。

RELIABILITY 可靠忠诚

· Follow standards, policies and procedures

遵循标准、制度及程序。

· Meet hotel attendance and grooming standards

符合酒店现行的标准。

CULTURAL AWARENESS 文化意识

· Work effectively with customers and colleagues from different viewpoints, cultures and countries

与来自不同国家具有不同文化、观念的顾客和同事友好相处。

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