Bell Captain 行李领班

SCOPE 范围
The Bell Captain is
responsible for daily operations of the Bellmen The Bell Captain is responsible
for ensuring their teams deliver service with poise and respond to guest
requests efficiently and effectively. Following the department standards and
procedures so they exceed the guest expectation. The Bell Captain must drive the key
metrics to achieve GSI, CSI, KPI and financial targets.
行李领班的工作职责为负责行李员日常工作,确保他们为宾客提供自信的服务并有效地回复宾客的需求. 依照部门的标准和程序服务宾客争取超越他们的期望. 行李主管必须传递工作重点使团队达到GSI,CSI,KPI以及财务目标.
PRINCIPAL
RESPONSIBILITIES 主要职责
Work alongside guest contact colleagues
ensuring the delivery of on brand guest service with poise.
与对客同事紧密合作确保向宾客提供符合品牌要求的服务体验.
Execute job tasks according to the pre-defined
standards & procedures and in compliance with the company employment
handbook.
根据拟定的规定条例以及公司同事手册执行其职责范围内的工作。
Ensure all areas in the lobby, forecourt and
parking areas are up to standard and all operating equipment is
well-maintained.
确保大堂,酒店正门前区及停车区域符合标准,所有营运设备运作正常.
Be familiar with the 1865 program.
熟悉1865尊贵会内容.
Demonstrate honesty, reliability, ethics, and
professionalism; demonstrate consistency between words & behaviour.
展现诚实，可靠，规范及专业的工作礼仪。
Build positive and productive working
relationships with customers, subordinates, peers, superiors, business partners,
and the community; encourage this behaviour in others.
与宾客，下级，同级，上级，合作伙伴及社区建立正面及有效的工作关系。并鼓励其他同事也依照此行为准则。
Accept personal responsibility and
accountability for achieving results within targeted timelines; ensure
clear authority and accountability for results by others.
在规定的时限内承担相应的责任及义务从而完成任务。并清晰其他职务的权限及责任。
Ensure all tasks are carried out accurately,
efficiently and within the allocated timeframes for each task. All tasks
must be closed in the FCS system once completed.
在指定的时间内准确,有效地执行每一个任务.一旦完成后,所有任务都必须在FCS系统中被关闭.
Be fully knowledgeable about the hotel
facilities, functions and local area information.
熟知酒店设施,功能及当地区域信息.
Responsible for keeping standards and
procedures and information folders and brochures up to date.
遵守条例及规定.
Ensure a smooth co-ordination between the
individual sections of Front Office and Rooms Division.
确保与其他前厅各部门及房务部建立良好的合作关系。
Liaise and work closely with other departments
to resolve any operational issues.
与其他部门保持紧密联系和工作从而解决日常营运遇到的问题。
Promote the free flow of information; encourage
the open expression of ideas and opinions.
促进信息的流通，鼓励开放的思想和看法
Have the master key control system in place
and conduct audit on a regular basis.
设立万能钥匙使用准则，并且定时审查
Work collaboratively with others to achieve
common goals and objectives; serve effectively in both team member and
team leader roles; promote collaboration & teamwork in others.
共同协作以达到共同的目标和目的。有效展现团队成员及团队主管的角色，促进协作。
Ensure all team members report to work on time
as scheduled.
确保所有团队同事按照安排准时上班.
Complete the performance appraisal process for
colleagues as required, and ensure all appraisals have clear and accurate
feedback and SMART objectives for the next 6 – 12 months.
完成同事表现评估，确保所有的评估都得到清晰准确的回馈，并能客观地制定跟进计划。
Knowledge of and educate others about how
one's work aligns with the overall business/brand strategy, and ultimately
shareholder value.
指导其他同事如何工作从而与整体业务与品牌战略保持一致，最终体现股东价值。
Understand the meaning and implications of key
internal and external financial indicators.
理解内部和外部财务指标的意义及影响
Add value through operational efficiency
through process improvement; understand and focus on the key drivers of
sales, colleague and customer satisfaction, profitability, and quality.
通过收入的增长和有效的运作提升价值；理解并关注销售，同事和宾客的满意度，收益和质量的关键。
Understand hotel PMS – Opera and FCS to ensure
efficient handling of work duties.
理解酒店PMS-Opera和FCS以确保有效地处理工作事务。
Be familiar with hotel emergency procedures
e.g. fire alarm and take charge during emergency situations.
熟悉酒店对于紧急情况的程序，例如：遇火警时，并能负责紧急情况的处理。
Respond to guest requests ASAP before
departing your shift.
在离岗前尽可能快地回复宾客的需求.
Actively participate in meetings as requested.
Attendance must always be on time.
按照要求积极参与会议,并保持准时出席.
Perform other duties assigned by the
management.
履行管理层安排的其他工作职责.
REQUIREMENTS 职位要求
Education 教育学历
Certificate / Diploma / Bachelor in Hotel
Management
酒店管理类证书/学历证明/学士学位证明
Experience 经验
Three years related working experience in
hotel
三年相关的酒店工作经验
Job Skill / Knowledge 工作技能 / 知识
Out-going personality
性格开朗
Good communication skills
良好的沟通技巧
Office administration experience
办公室行政经验
Computer Knowledge 电脑知识
Knowledge of MS office software
相关办公自动化知识
Opera PMS
酒店Opera系统
FCS
FCS系统
Language Proficiency 语言能力
Good command of English and Mandarin, other
languages would be beneficial.
良好的英语及普通话掌握能力,掌握其他语言者优先考虑.