酒店CPURSER新1

前厅部部门岗位职责说明FRONT OFFICE DEPT. JOB DESCRIPTION部门DEPARTMENTFront Office 直接上司REPORTING TO Front Office Manager职位POSITION Chief Purser直辖下属SUBORDINATEAsst. Chief Purser职级JOB LEVEL编号REF NO.涉及部门 RELATIONSHIPS:-All Front Office Personnel-F&B Personnel-Housekeeping Personnel-Accounting Personnel-Hotel Guests工作概述 JOB SUMMARY:Be responsible for the whole operational aspects on the Executive Floor and have to ensure the best services are rendered to all distinguished guests who are staying with the Executive floors in terms of accommodation and F&B service. Provide supervision, direction and leadership in the floors in accordance with the objectives, performance and standards established by the Hotels.工作职责 DUTIES RESPONSIBILITIES:1. Guide the whole section to maintain the Executive Floor service standard: Overall supervise the check-in and check-out of guests at Executive Floor Lounge and make sure the service is efficient and accurate. Ensure a smooth operation in the Executive Floor Lounge and have tight control on all cost of drinks and foods. Check reservations for on day arrival to make sure room assignment is up to guests preference or needs and make sure all instructions of the booking are clear. Check guests folio after guests check-in to make sure billing instructions are following instructions given and guests address is keyed in accurately in accordance to the hotel standard. Make sure to check guest bills prior to guests departure and make sure no errors in the bill. Coordinate with Front Desk Manager and Reservation Manager for new bookings, extension and room assignment. Double check and/or inspect all set-up for arriving guest prior to their arrival, coordinate with F&B and Housekeeping Departments to ensure the arrangement and service will be extended accordingly. Supervise daily courtesy calls to find out the needs of guests and coordinate with related department / section to take following up action. Fully responsible for the control of foreign exchange, fax, photocopy, newspapers and magazines and other facilities provided in the Executive Floor Lounge to enhance the services are rendered efficiently.政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE16前厅部部门岗位职责说明FRONT OFFICE DEPT. JOB DESCRIPTION部门DEPARTMENTFront Office 直接上司REPORTING TO Front Office Manager职位POSITION Chief Purser直辖下属SUBORDINATEAsst. Chief Purser职级JOB LEVEL编号REF NO. Ensure appropriate supervision extended to Executive Floor in maintaining first class service provided to guests. Entertain Hotel guests occasionally in order to create a more personal service and contact as well as to make them familiarize with the various outlets available in the Hotel. Carry out regular check on the appearance, uniform and grooming of all the Executive Floor staff. Guide the staff to maintain the standard to make sure the cleanliness and tidiness of premises. Make sure to prepare supper environment for club guests at any time. Prepare monthly occupancy forecast report to Management. Inspect vacant rooms everyday and report any defect to Housekeeping or Engineering Department for immediately action. Supervise Housekeeping and Kitchen staff on Executive Floor and ensure the Hotel standard is extended. Conduct daily briefing for all Executive Floor Staff regarding special guests, arrangement, information, requests, arrivals and departures, and other operational follow up. Double check pre-registrations daily. Monitor guest arrivals and departures closely. Greet guest and escort them to their rooms upon arrival. See guest off upon departure to confirm guest satisfaction with arrangement of bell staff, butlers and pursers. Ensure Birthday cards and cakes are delivered to in-house guests. Ensure any special events of guests are recognized, i.e. wedding anniversaries, birthday, etc. Perform all duty, other than the above, as requested by the hotel management, company policies and/or his/her direct supervisor. Always conduct the job with concern for the environment and its resources. Where practical and possible, REDUCE use of items, RE-USE whenever possible, and RECYCLE those items that can be. Ensure staff when performing their duties is in accordance with the Hotels Guiding Principles.2. Administer human affairs of Executive Floor staff: Approve, prepare and/or adjust Duty-Roster according to forecasts and occupancy. Prepare staff movement for annual leave and office requisition. Arrange and conduct regular training for Executive Floor Staff on every aspect related. Hold Executive Floor weekly meeting with All Executive Floor staff. Prepare monthly operation report and submit to related departments a政策制定人PREPARED BY审批人APPROVED BY采用日期EFFECTIVE17