What can I do for the head waiter?

The job responsibilities of foreman managers in different departments are different.

Receptionist responsibilities:

(1) Check gfd according to hotel regulations and go to work on time;

⑵ Read the log record carefully and finish the unfinished work of the previous shift;

(3) warmly receive guests from all sides and provide good service for guests;

(4) When the guests arrive at the store, they should take the initiative to say hello to the guests;

5] Check in for guests accurately and quickly, and arrange various rooms reasonably;

[6] Accurately grasp the room status and check the room status with the housekeeping department in time;

Once close contact with various departments, do a good job in the communication of guest data and information;

Proficient in business knowledge and operational skills, responsible for the consultation and promotion of houses, house prices and hotel service facilities;

Levies to do a good job of printing and statistics of various reports;

⑽ Be able to arrange rooms for individual guests or teams independently;

⑾ Check the room number of the team on that day and check with the room status;

⑿ Flexibly handle the increase or decrease of rooms and house prices for teams and individual travelers;

[13] Understand the customer situation and do a good job in solving emergencies;

[14] Seriously complete all the work assigned by the supervisor, and report to the superior in time when problems are found;

⒂ book carefully;

【 16 】 Provide accurate wake-up service for guests;

⒄ go through the formalities of lending items;

⒅ Handle luggage storage and pick-up procedures for guests.

Work procedures for receiving individuals:

(1) greet the guests with a smile and ask if they have made a reservation;

(2) Check the reservation and check the relevant details (number of arrivals, time, etc.). );

(3) Ask the guests to show their ID cards or passports;

(4) Assign rooms according to the requirements of the guests;

5) Assist the guests to fill in the check-in registration form, check the registration card and check the relevant documents;

[6] Confirm the guest's departure date, house price, room type and payment method;

Once the hotel is a magnetic card key, you should make a room card and give it to the guests, wishing them a pleasant stay.

4. Working procedures of the reception team:

(1) The team arranges rooms before the arrival of the day;

(2) When the team arrives at the hotel, they can be greeted by the supervisor and relevant personnel, and can give a welcome speech and briefly introduce the hotel;

(3) Send the envelope with the room card to the guest;

(4) The supervisor or relevant personnel will send the guests to the elevator;

5] Housekeeping attendant should greet the guests at the elevator entrance, greet and guide the guests into the room;

[6] The receptionist should confirm with the team leader and the team leader whether the number of rooms has changed; Whether the number of people and the names of guests have changed; Whether the dining requirements have changed; Requirements for wake-up service; Departure arrangements;

Once the luggage sometimes arrives before the team arrives at the store, sometimes it arrives after the team arrives at the store. After the luggage arrives at the store, the baggage department must organize the strength to deliver the luggage to the guest room as soon as possible;

⑻ The front desk receptionist will send the team check-in registration, change notice, special request notice and other information to relevant departments as soon as possible;

officer

(1) Check gfd according to hotel regulations and go to work on time;

⑵ Read the log record carefully and finish the unfinished work of the previous shift;

(3) Understand the current and recent room conditions and control the room conditions in the tense period;

(4) Know whether there are any distinguished guests on that day, if so, know the room number, identity and arrival and departure time, and do a good job in reception;

5) Sort out the reservation order of the previous day, and summarize the undelayed ones returned by the front desk;

[6] Check the team's reservation for the next day in the computer;

(7) record the advance order information;

Being completed on the day of booking work, such as unfinished to do a good job of succession.

operator

(1) Be familiar with all businesses and knowledge within this group;

2 do a good job of succession;

(3) Transfer every call quickly and accurately according to the workflow;

(4) Answer the guests' inquiries warmly, politely and quickly; 、

5] Take the initiative to help the guest find the phone number or keep the phone secret for the guest;

[6] accurately provide wake-up service for guests;

Have mastered the store organization, familiar with the names and voices of the main person in charge of the store and the managers of various departments;

Familiar with common telephone numbers in cities;

Levies familiar with the knowledge about inquiry;

⑽ Master the functions of the equipment in the main room, and know how to make full use of the function keys and matters needing attention during operation;

⑾ When working, don't shoot the breeze, laugh, read books, newspapers and magazines;

⑿ The following situations must be kept strictly confidential:

(1) The information of the guests must be kept strictly confidential;

(2) guests are not open to the public;

③ The guest's room number.

Cashier's job responsibilities

(1) Carefully operate the used computers, calculators, money detectors and other equipment, and do a good job in cleaning and maintenance;

(2) Accurately print bills and invoices for various charges, collect the fees payable by the guests in time and quickly, and verify the authenticity of all kinds of banknotes, which is based on signing the bill;

(3) Accept credit card payment and operate strictly according to the process;

(4) At the end of each shift, make a cashier's summary table for collecting money on duty;

5] conscientiously do a good job in the handover of each shift, and do a good job in the handover of reserve funds and unfinished matters;

[6] When guests come to check out, they should first ask whether to check out (some guests come to check out). If so, they should ask the guest's room number and ask the guest to hand over the room card and deposit slip. In this case, the team must pay attention to reporting all room numbers to housekeeping.

Note: The cashier at the front desk should contact the guest room floor and telephone switchboard immediately when they check out, so as to prevent the bills of drinks, laundry and telephone charges from being missed.

Once out of the registration form and other relevant documents related to the guests;

(8) Ask the guest how to check out.

Please check the bill and sign it.

Business center attendant

(1) Be responsible for the supervisor on duty and complete the tasks assigned by the supervisor;

2 in case of special circumstances on duty, report to the supervisor for instructions;

⑶ Familiar with the work on duty: such as meeting service, receiving fax, copying and typing, and familiar with all kinds of unfinished work;

(4) Responsible for customer accounts: including fax, photocopying and typing fees;

5] Fujian;

[6] answer the phone;

(7) Repair equipment and facilities;

Assist the supervisor in some daily management work;

(9) Assist the supervisor in training new employees.

Duties of the doorman:

(1) seeing off guests;

(2) Send various reports, notices, messages, faxes, telex, express mail, things and letters;

(3) Distribute all kinds of newspapers to relevant departments and rooms;

(4) transporting arrival and departure luggage or related articles;

5) Guide the guests to check in at the front desk;

[6] Take the guests to the room and introduce the room facilities;

(7) to complete the tasks entrusted by this institution;

Responsible for the hygiene of all parts outside the front hall gate;

(9) Assist this department and other departments to transport related items.

⑽ Provide taxi service for guests;

⑾ Provide shopping service for guests;

human resources manager

working relationship

Direct superior: general manager

Direct subordinates: personnel supervisor, salary insurance supervisor, training supervisor and quality control supervisor.

Internal contact: hotel leaders and departments.

External contact: municipal labor management department, municipal personnel management department, municipal education management department, T industry quality management department, schools, professional intermediaries, etc.

job description

Be fully responsible for the development and utilization of hotel human resources, and formulate and implement policies such as personnel deployment, wages and benefits, labor insurance, rewards and punishments, education and training, and quality supervision.

operating duty

—— Implement national guidelines and policies, and organize the formulation of annual and long-term plans for hotel human resources development.

-Organizing the formulation of labor capacity planning, and comprehensively balancing labor quota and labor management.

-Organizing the formulation of labor wage management measures and distribution plans, and strictly managing wage funds.

-Organizing the formulation of personnel management systems such as recruitment, deployment, assessment, promotion, rewards and punishments, and training. And supervise the implementation.

-Reasonably adjust the personnel training plan, review the annual training plan, and strengthen the prediction and overall management of hotel human resources.

—— Organizing the formulation of employee training plans, reviewing annual training plans and planning the use of training expenses.

-formulate employee welfare policies, implement government labor insurance policies, and improve employees' working environment and living conditions.

—— Be responsible for establishing employee work files, designing employees' career, and fully mobilizing employees' enthusiasm and routine.

-Review and sign various personnel forms and reports, etc.

-To be responsible for solving problems and complaints about labor and personnel of employees.

-Check and supervise the implementation of employee handbook and hotel-related service quality management regulations.

-Fully understand the hotel service quality and put forward the quality management requirements of all departments.

-Be responsible for star rating and other service quality inspection of the hotel.

-Under the leadership of the general manager, lead the staff of this department to implement and entertain the hotel's quality policies, objectives and documents.

-Take full responsibility for the quality of work in this department.

-Have the right to direct and inspect the work that the department is responsible for.

-Be responsible for formulating the responsibilities and authorities of personnel at all levels in this department.

-Complete other tasks assigned by the General Manager.

qualified

Gender: male or female, education: bachelor degree or above.

Work manager: have more than five years management experience in the same star hotel, and have worked in this position for more than ten years.

Physical requirements: healthy and energetic.

Knowledge and skills:

(1), with theoretical basis in psychology and management, and trained in human resources related knowledge.

(2) Skilled computer operation

(3) The foreign language test has reached the hotel standard B ..

Others: leadership, good at coordinating and dealing with interpersonal relationships, and strong affinity.

HR director

Direct supervisor: manager of human resources department

Internal contact: various departments

External contact: municipal labor management department, municipal personnel management department, municipal education management department, T industry quality management department, schools, professional intermediaries, etc.

job description

According to the business needs of the hotel, the number and structure of all kinds of personnel are reasonably allocated, and the statistical analysis of personnel data is completed.

Work content:

-Assist the HR manager to handle the daily work of the HR department.

-Be responsible for putting forward the organizational structure and staffing plan of the hotel.

-Be responsible for proposing and organizing the implementation of hotel manpower planning and deployment.

-Prepare the post staffing plan, be familiar with and master the basic employment situation of each post in the hotel, and rationally allocate personnel.

-Responsible for the hotel's business contact with relevant government departments in personnel matters.

—— Responsible for employee assessment, approving floating wages, rewards and punishments.

-Responsible for the safety supervision of employees.

-Handling recruitment, employment and transfer procedures for employees.

-Responsible for filling in labor and personnel reports such as labor reports and salary reports.

-Responsible for the safety supervision of employees.

-Organize and implement a series of work such as evaluation and confirmation of professional titles.

-Go through the examination and approval procedures for hotels going abroad on business, such as political examination, passports, visas, etc.

—— Responsible for reporting and approving the appointment and dismissal information of personnel in each position.

-formulating, amending, supervising and implementing the labor system

-Adjust employees' punch-in numbers, and make, distribute and manage employees' work permits and famous brands.

-Handling the procedures for foreigners to come to China, invite them, get employment and live in China.

-Assist and complete other tasks assigned by the HR manager.

Wage insurance supervisor

working relationship

Direct supervisor: manager of human resources department

Internal contact: various departments

job description

Understand the policies, regulations and procedures on wages, welfare and labor insurance formulated by the state and hotels.

operating duty

-Put forward the salary insurance plan and annual adjustment opinions according to the hotel's operating conditions.

-Check and complete the monthly attendance statistics of the whole store.

—— Examining and approving various holidays, and formulating the implementation standards of various holiday wages.

-Summarize and pay overtime pay and other allowances every month.

-Responsible for the payment and surrender of employee pension, unemployment, medical care, maternity, work-related injury and other labor insurance.

—— Handling employee retirement and resignation procedures.

-Responsible for the daily management of employee files and their handover procedures.

-Responsible for revising the attendance system and supervising its implementation.

-Responsible for the revision, signing and verification of labor contracts.

-Be responsible for the political review and transfer of employees.

-Be responsible for the preparation of hotel salary system, salary level plan and salary adjustment plan, and the preparation and implementation of total salary plan.

-Be responsible for daily salary changes, payment review, floating salary evaluation, etc.

-Manage employee file salary.

-Be responsible for the settlement and transfer of employee's resignation salary.

-Assist and complete other tasks assigned by the HR manager.

Floor day shift supervisor

Direct supervisor: department manager and assistant manager.

Direct report: workshop foreman

Internal contact: all positions in the hotel department and housekeeping department.

job description

Responsible for the department manager and deputy manager, timely convey, carry out and execute the work instructions of the department manager and deputy manager, be fully responsible for the service and management of the floor, and be responsible for the effect of its implementation; We should adopt multi-way management in our work, supervise the implementation of various service processes and rules and regulations, and do a good job in the ideological work of employees; Establish and improve the relevant rules and regulations within the hotel and department to ensure the smooth progress of floor service and provide high-quality and efficient accommodation services for guests.

operating duty

-Attend the housekeeping foreman's meeting every day and report the situation that day;

-Preside over the morning meeting of subordinates every day and assign various tasks to subordinates; And check the appearance, appearance, attendance and the implementation of various rules and regulations of the employees on duty;

-Participate in visiting long-term guests and sick guests; Accept complaints from residents.

-Supervise the foreman's "foreman's rounds table" and handle problems in time.

-Check the damage of sanitation and facilities in public areas every day; Spot check the rooms above 1 1, and carefully record the inspection on the housekeeper checklist; Pay attention to the special rooms of the day, such as "S/O" and "DND", and report the situation to the manager in time.

-Be responsible for the assessment of foreman's work quality, and make rewards and punishments according to his performance; Do a good job of monthly assessment of subordinates.

-Do a good job in the ideological work of employees in the area under its jurisdiction and prepare a weekly training plan;

-Master the use of mini-bar drinks and guest supplies in the room; Investigate the order taking process and handle it in time.

-Do a good job of handover, and complete the day shift work report and the room master key handover registration form.

-Complete other temporary tasks assigned by superiors.

Middle shift foreman

Direct supervisor: night shift administrator

Direct report: the staff in the writing room.

Internal contacts: Front Office Department, Engineering Department and Security Department.

job description

Responsible for the cleaning and management of the writing room at night to ensure that the employees of the trading company have a clean and comfortable working environment.

operating duty

-Check the shift handover records before going to work, and solve the requirements and problems raised by office guests in time.

-Supervise employees to clean the trading company and writing room with them, and check them one by one.

-Before leaving work, you must check the closing of the office door again and do a good job of safety.

-Fill in "Handover Record" and "Working Day Report"

foreman

Direct supervisor: day shift supervisor on the floor.

Direct subordinates: waiter, piece-rate cleaner.

Internal contacts: Front Office Department, Engineering Department and Security Department.

job description

Responsible for the day shift supervisor on the floor, ask for instructions in time and carry out the supervisor's work instructions; Supervise subordinate employees to complete the cleaning tasks of floors and rooms under their jurisdiction; Responsible for checking the cleanliness of the room, the integrity of facilities and equipment, and the operation of equipment to ensure that guests have a clean and comfortable accommodation environment.

operating duty

—— Before going to work every day, you must consult the daily log and the night log and do a good job of hand-over; And implement and solve the work left over from night shift.

-Patrol the designated floor, check the cleanliness of the room, the good condition of the equipment and the operation of the equipment, and be responsible for verifying the maintenance items and acceptance work; Minimize the failure rate of the room and improve the intact rate of the room.

-Check the facilities, equipment and articles of all rooms on the responsible floor every day, grasp the actual state of the rooms and fill in the report in detail to ensure the accuracy of the foreman's ward round table.

-Serve the VIPs personally and ensure the quality of service.

-Change the computer information in time according to the room status, keep close contact with the front desk and do a good job in service.

-Adopt multi-step management to supervise employees' work and check the quality and effect of their work and services; Supervise employees' violations of discipline and discipline, and make rewards and punishments; Do a good job of monthly assessment of subordinates, peers and superiors.

-Receive consumables required by the floor regularly, and be responsible for checking the usage of items on the floor.

-Assist warehouse keeper and cost calculator to complete monthly floor inventory.

-Set an example for employees, understand and care about the work situation and labor intensity of employees in the area in time, and do a good job in ideological work.

Floor supervisor

Direct supervisor: Housekeeping Manager

Direct subordinates: floor foreman of housekeeping department and central clerk of housekeeping department.

-Manage and supervise the daily work of the whole guest room floor according to the working procedures and systems of the hotel and department.

-Arrange employee shifts and vacations, keep employee vacation records, and arrange and transfer personnel according to reception tasks.

-Supervise and evaluate the floor foreman, employee performance, rewards and punishments.

-handle interpersonal relationships among employees fairly and reasonably, and boost employee morale.

-Assist the Housekeeping Manager to plan and arrange the training of employees' business operation skills and procedures and hotel rules and regulations.

-Check the hygiene of the public area on the floor and keep it in good condition.

-Check all VIP rooms and long-term houses, and record and meet the special requirements and taboos of VIPs and long-term guests.

-Check at least 20% of the total number of rooms every day and make records to ensure the cleanliness of rooms and the normal operation of standards and equipment for placing items.

-Arrange and check the floor sanitation work reasonably.

-Arrange the cleaning of room carpets and aisle carpets, and make records.

-Assist the manager to handle guest complaints, visit guests regularly, and record lost or damaged items.

-Read the log records of the room service center and check the daily foreman's reports.

-Communicate with other related positions, especially with the front desk and engineering department to ensure the normal rental of rooms.

-Record all accidents and anomalies and notify the manager.

-Strictly control the keys of rooms and other doors and change them on time.

-Assist the warehouse manager to control the collection and consumption of guest items and cleaning items.

-Attend relevant meetings of hotels and departments, keep records, and preside over the floor pre-shift meeting.

-make full use of energy resources and maintain a good environment.

-Complete other tasks assigned by Housekeeping Manager.

Workshop foreman

Direct supervisor: Floor supervisor of Housekeeping Department.

Direct report: Room service floor attendant.

-Manage the responsible floor according to the rules and procedures of the hotel and the department.

-Make full use and rational use of energy and maintain a good environment.

-Arrange the work of subordinates and assign tasks.

-Check the appearance, code of conduct and attendance of waiters.

-Supervise floor attendants to operate according to correct procedures and standards, and use cleaning products correctly.

-Keep the floor key safe.

-Check all rooms and floors in the public area daily according to the standard, and fill in the checklist.

-Assist the floor supervisor to supervise and evaluate the performance of floor attendants.

-according to the occupancy rate of the room, control the collection, distribution and storage of linen for guest supplies and cleaning supplies on the floor.

-Fill in the work form and log, and make a good handover with the next shift.

-Report the room condition to the room service center

-Report the bad rooms on the floor to the supervisor and follow up the maintenance.

-Before the VIPs arrive at the store, check the preparation of all VIP rooms and the arrangement of VIP supplies.

-Check all emergency exits and staff stairs and keep them clear.

-Assist the supervisor in staff training.

-Understand the needs and difficulties of subordinates and report to superiors in time.

-Assist the floor supervisor to handle the guest's complaints and report the abnormal situation to the floor supervisor.

-When the floor supervisor and manager are away, please contact the assistant manager in the lobby for help in case of emergency and guest complaints.

-Complete other tasks assigned by the supervisor.

... too many, please refer to the following websites or search.

References:

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