Duty manager responsibility reference

Any job responsibility is a synthesis of responsibility, power and obligation. Use as much power as possible to undertake how many responsibilities, and use as much power and responsibility as possible to complete how many obligations. Any separation will cause problems. The following are the responsibilities of the company departments that I bring to you. Welcome to read the reference. Let's have a look!

Manager on duty (1)

Responsibilities of the manager on duty

The manager on duty is the inspector and supervisor who works in the shop every day, and also the manager of the club. Be serious, responsible, loyal and meticulous!

1. After work, the manager on duty will check the hygiene and equipment from 1 floor to -2 floor in turn.

1 building, whether the front desk is clean, whether the ground is clean, whether the equipment is clean, intact and running normally. -1 floor, whether the floor is clean, and whether the bathroom is clean and tidy without peculiar smell.

-On the second floor, whether the shower area of the swimming pool is clean and tidy, and whether the articles are fully equipped.

5th floor, check whether the boiler panel is normal.

On the third floor, whether the ground is clean and whether the equipment is placed neatly.

2. Try to avoid important guests and employees on duty at this moment, and try your best to help them if necessary.

3. Patrol all areas of the club, including the guest service area and the staff rest area, and record the overall situation of the area in the corresponding part.

4. In case of emergency, make sure to notify the following personnel: the general manager and the person in charge of relevant departments.

5. The manager on duty has the obligation to assist the on-the-job department head to deal with any incidents in each department.

6. At the end of the shift, you must submit the report to the next shift manager for signature.

7. The manager on duty is responsible for checking the cleanliness of the store, handling the emergencies in the store that day, coordinating the work problems between departments and reporting to the superior in time.

8, cleaning and hygiene inspection standards:

Each doorman is responsible for two floors, and two people are on duty every day. This schedule is the sequence and flow of work, and this standard can be followed during inspection and cleaning. )

First floor and second floor: 10: 00- 12: 00

Hall floor, tables and chairs, operating room floor, trash can cleaning, toilet, bathroom cabinet, floor,

Slippers (drain water, put them in the shoe cabinet and count the quantity)

Circulating cleaning (focusing on bathroom floor, toilet water stains, entrance hall, trash can cigarette butts)

12:30? 2:30 stair floor, atrium floor tables and chairs, bicycle room floor, yoga room floor, bar and bathroom.

Circulating cleaning (focusing on cleaning the dust on the floor of atrium stairs, tables and chairs and cycling yoga room on the second floor)

19:30 ground cleaning and pad disinfection of the operating room on the first floor.

20:30 Single-bike room cleaning (single-bike disinfection, floor cleaning)

Clean the trash can at 22:00

Third and fourth floors: 10:00? 1 1:00 equipment area floor, window sill, surrounding floor tiles and toilet

1 1:00? 12:00 office, fourth floor floor, window sill, spiral staircase, bathroom floor and counter surface cleaning.

Circulating cleaning (focusing on cleaning windowsill, floor glue black print, sweat stains of disinfection equipment and toilet water stains)

2 1:00 cleaning and disinfection of running platform and floor mat.

2 1:30 slippers disinfection

Clean the trash can at 22:00

The time for cleaning the operating room after the course is 6:307:308:30 (after the course, two on-the-job cleaning staff clean the operating room together. ) The mass cleaning time is every Monday 13:30? 17:00

The first week of cleaning: polishing the glass at the entrance of the hall, the walls of the hall and the floor of the hall (once a month)

The second week of cleaning: the stairs and shower area on the first floor (once a week)

Large-scale cleaning in the third week: glass windows on the third floor, platform floor, platform tile glass and surrounding tile glass (once every two weeks). Large-scale cleaning in the fourth week: disinfection of sofas and toilets in all areas on the fourth floor (once a week).

Thoroughly disinfect every other week (including sofas, tables and chairs, computers, telephones, lockers, etc.). ).

Duty Manager (2)

Manager on duty:

1. Assist the shift supervisor to complete the paperless e-mail approval of the day;

2. On the day of work, the day shift is organized to patrol twice a day in the morning and afternoon, and the night shift is organized to patrol four times a night in the middle of the night;

3. Assist the shift supervisor to supervise the personnel on duty of the safety and cooperation units in the park and the on-site construction conditions;

4. Assist the shift supervisor to supervise the operation status of related equipment in the park during the shift;

5. Assist shift supervisor to complete emergency response and related coordination. 6. Prepare the daily duty log and send the daily duty to the shift supervisor.

Duty Manager (3)

Responsibilities of the manager on duty:

1. The duty of the duty manager is to assist the manager in the management and service of customer service, quality control, training and assessment, daily operation and internal management.

2. The manager on duty is responsible for managing the printed matter, articles, tableware and equipment of the restaurant and all facilities and equipment in the lobby. Monthly inventory and budget of consumables at the front desk and restaurant, and make corresponding reports and submit them to the store manager for review.

3. The manager on duty assists the store manager in the management and service of customer service, quality control, training and assessment, daily operation and internal management. Contains all the work information of the front desk attendant.

4. The manager on duty should check whether the employees are polite, enthusiastic, patient, meticulous and responsible in their daily work, and whether their appearance meets the requirements of hotel standards.

5. When the manager and assistant manager are not in the hotel, the manager on duty is responsible for the operation and management of the hotel according to the authorization; Perform the duties of room supervisor in the absence of room supervisor and foreman.

6. The manager on duty must control the room condition, maximize the income, and personally handle the reservations that need special arrangements. And accompany the guests to visit the room during the sales process and briefly introduce the hotel information.

7. The manager on duty should master the dynamic information of monitoring and hotel safety. In case of safety accident, be responsible for protecting the site, organizing temporary rescue and reporting to the manager immediately.

8. The manager on duty is responsible for checking the restaurant environment, making preparations for the opening, and preparing the hotel staff at any time to ensure the quality of customer service.

9. The manager on duty is responsible for the manpower allocation, service quality and food hygiene of the restaurant in business, and handles the complaints of the guests in time.

10. The manager on duty should strengthen property management and guest supplies management to minimize the loss of items.

1 1. The manager on duty must check the rooms used by VIP guests and special guests, and give feedback to the room supervisor in time to implement improvement. Spot check the room quality according to the specified quantity.

12. The manager on duty is responsible for the daily inspection of the hotel, ensuring the quality and managing the hotel lighting (signboard, lobby, walkway, restaurant).

13. The manager on duty is responsible for the timely replenishment of consumables at the front desk and the repair of damaged facilities. Monthly inventory and budget of consumables at the front desk and restaurant, and make corresponding reports and submit them to the store manager for review.

14. The manager on duty is responsible for summarizing and reviewing the arranged schedules and attendance every month according to the business situation and staffing situation, and filling in the corresponding schedules and attendance summary table to the manager.

15. The manager on duty is responsible for the complete classification, binding and temporary storage of guest history materials such as China guest registration form, temporary accommodation registration form, reservation form and team list, as well as forms such as handover form and safe use record.

16. The manager on duty should take the complaint handling case as the training case of the hotel. Analyze the causes of complaints, make rectification plans and train employees.

17. The manager on duty should go into the room to check the hygiene. Before opening the door, he should pay attention to: 1. No matter what the room is like, knock on the door clearly. If the DND sign is hung, don't knock at the door. Don't use him instead of knocking at the door. Never peep into the room through the door mirror.

Duty Manager (4)

First, the purpose of establishing a general tariff system.

Hotel is a special industry that provides security and service for guests 24 hours a day, so we can't be careless. In order to smooth all-weather government orders, standardize services and deal with problems in time. In addition to the normal organization and management, it is necessary to set up a chief duty manager to direct the work outside the day shift to ensure that the hotel is always in good condition.

The total value shall be borne by the department manager in turn. The following is the workflow and working standards of the chief duty manager.

Second, to participate in the general staff on duty

The Administration and Personnel Department shall formulate the total value shift schedule: the shift schedule shall be in monthly units, and the personnel on duty next month shall be arranged on Friday of the last week of each month;

1, manager of administrative personnel department

2. Manager of Finance Department

3. Housekeeping Manager

4. Chef

5. Manager of Engineering Safety Department

6. Restaurant Manager

Third, the total duty time.

24-hour clock 08: 30 am? 08:30 the next morning

Four, general duty report and handover regulations

Morning meeting, report by the chief value manager: reflect the opinions of the guests, report and analyze the problems found, and put forward the things that need to be followed up.

Yesterday, the chief value manager handed over to today's chief value manager, and handed over the Work Log of the Chief Duty Manager to explain the matters that need to be followed up.

Verb (abbreviation of verb) The duties and standards of the chief duty officer

Responsibilities and standards of the chief duty manager

Title: Chief Duty Manager

Direct supervisor: general manager

Direct subordinates: employees of all departments.

1, according to the general duty table arranged by the general office, prepare the total value in advance and understand the following situation.

① Hotel occupancy rate today

② Arrive at the VIP store, arrive at the store today and leave the store today.

③ Team and meeting information in the store today.

④ Today's important banquet information

⑤ Whether there are any planned events that may affect the guests today, such as water cut-off, power supply, renovation, decoration, fire drill, engineering, etc.

1. During the duty, ensure that the mobile phone is in a state of vibration for 24 hours (ensure that the battery of the mobile phone is fully charged), and the answering rate of the work phone is100%; Wear work clothes; And carry a walkie-talkie with you.

2 pay close attention to the operation, timely organization, coordination and service work.

3, responsible for the prevention of night safety, properly handle the hotel night safety problems. Check all security posts and hotel passages, eliminate all kinds of hidden dangers, and ensure hotel finance and personal and property safety of guests.

4, strengthen the night patrol, personality is an important part of the hotel patrol work, found that the problem is solved in time, and make records.

5. Handle guest complaints. When you meet a guest's complaint about the hotel, listen carefully and make a written record in the work log, regardless of right or wrong, stand in the guest's position at the right time and let the guest calm down as soon as possible. While considering protecting the interests of the hotel to the maximum extent, we can properly meet the reasonable requirements of the guests in order to maintain the good reputation of the hotel.

6, take the initiative to solicit the opinions of the guests, analyze and deal with the opinions of the guests in a timely manner, and take preventive measures to promote the development of hotel quality service and improve the quality.

7. Maintain the warm and peaceful business atmosphere of the whole hotel, and supervise the decoration, lighting, background music and service quality that affect the business atmosphere.

8. At the morning meeting, the manager on duty should summarize and explain yesterday's shift change, evaluate the unqualified items in the inspection process, put forward rectification measures for the unqualified items, and the next manager on duty will follow up and implement them.

9. The manager on duty is responsible for supervising the employees of all departments to implement gfd standards.

Permission:

1. has the right to handle hotel emergencies and safeguard hotel interests.

2, have the right to coordinate the relationship between departments, and understand and handle the complaints of employees in the hotel.

3. Have the right to supervise the work performance of the employees on duty, deal with the employees who violate the rules according to regulations, and suggest material or spiritual rewards to the relevant departments for the employees who have outstanding work performance.

4. Have the right to examine and approve the preferential treatment, reduction or exemption beyond the authority of the senior personnel of the business department. If it is really an emergency that requires assistance or preferential treatment, it shall be recorded in detail and reported step by step.

5, the total duty work flow and standard

□ Work flow:

1. At the end of the morning meeting, the total value manager of that day learned about yesterday's total value work log and read yesterday's total value report.

2. Fill in the "information of the day" column of the total value report of the day to understand the important information in the store that day.

Learn the following information:

Understand the VIP guest information of the day

Understand the important banquet information of the day

3. Understand the meeting and team information of the day and the detailed schedule of the luxury (or important) team of the day.

Understand the information of meetings and large-scale activities of the day, estimate the occupancy rate today, estimate the number of rooms entering the store today, estimate the number of rooms leaving the store today, and estimate the catering attendance rate today.

Know whether there are any special events on that day, such as water cut, power cut, fire drill for major maintenance projects, etc.

Inspection data and standards:

16:30pm？ 65438+ 7:30 pm

1. According to the prompt of the total value report of the day, check whether the job preparation with important customer information is completed and meets the requirements.

17:30pm？ At 20:30 in the evening, check the service quality at the front desk.

A, the hall public * * * area

1. Are outdoor advertising lights, neon lights, floor lamps and lighting lamps working normally?

2, ashtray clean and tidy

3. Whether the freshness and hygiene of flowers and plants meet the standards.

4. Are there any rubbish and cigarette butts in the flowerpot?

5. The floor brightness of the hall is up to standard.

6, hall glass brightness and armrest brightness is up to standard.

7, male * * * bathroom hygiene standards?

8. Is the activity bulletin board in the lobby neat, standardized and correct?

Second, the food and beverage department:

(1) restaurant

1, whether there are ushers and seats at the dinner party, and whether there are personalized polite expressions.

2. Whether the waiter has honorific words and whether the posture is standardized when handing the menu.

3. Does the waiter publicize and introduce food and dishes and "Today's Special"?

4. Did the waiter repeat the order?

5. How long do you have to wait before serving drinks and dishes after ordering?

6. Whether to announce the name of the dish when serving.

7. Did the waiter take the initiative to patrol the table, tidy the dining table in time, and replace the bone plate and ashtray?

8, whether to ask for your opinion.

9. When the drinks and tea are running out, will the waiter take the initiative to add them?

10, how long does it take to check out?

1 1. How do you evaluate your meal?

Drinks

Food (taste, freshness, shape, plate, temperature)

service

Employee politeness degree

12. Did you say goodbye when you left the restaurant?

13, is there targeted service for old customers and long-term guests?

(2) Banquet reservation

1 Whether to answer the phone within three rings.

2. Whether to address you politely.

Have you listened carefully to your reservation requirements?

4. Whether to actively recommend and introduce relevant services to you.

5, whether to ask the name.

6, whether to ask your special requirements.

7. Whether to convey the reservation status to you.

8. Thank you.

(3) Kitchen

1, whether the chef's personal hygiene meets the requirements.

2. Whether the fire fighting equipment in the kitchen is complete.

3. Whether the cookers and kitchen utensils are clean and hygienic.

4. Whether the trash can has a bag and a cover.

5. Whether raw and cooked foods are stored separately.

6, workbench clean, no food residue.

7. Whether the food is stored on the shelf.

8, whether the kitchen staff to master health knowledge.

9. Whether the water, electricity and gas are turned off as required after work.

Second, the hall service

1. Playing time of background music: 7: 00-22: 00 in the public area, and then gradually turn off.

2. Each business site is synchronized with the business hours.

3. Lighting control: hall lighting and outdoor landscape lights (controlled by the engineering personnel on duty) should be switched on and off in time according to different weather and seasons;

Turn on the light in summer: 19: 00

Lighting time in spring and autumn: 18: 00

Turn on the light in winter: 17: 00

(Rainy days depend on the situation)

4. Air conditioning temperature: 26 degrees Celsius in summer.

Winter 18-22 degrees Celsius

5, public signs, billboards, posters are complete and correct.

6. The bulletin board and posted information are the information of the activities currently being held by the hotel, and the expired information is not displayed to the public.

7. Hotel periphery: road signs, decorative lights, street lamps, landscape lights, vehicle parking, external walls, doors, windows, glass and garbage bins are in good condition and tidy.

8. All lights and air conditioners in the public * * * area shall be switched on and off in the specified area within the specified time.

Third, the cashier peak patrols the cashier.

1. Is the cashier polite, enthusiastic and smiling?

2. Whether the cashier is accurate and fast.

3. Whether each post sticks to its post.

4. Whether it's bills, change, etc. Everything is ready at every post.

5, orderly succession.

6, post health, mesa clean.

20:30 p. m. 22 p.m.

Security check:

1. Fire escape in the middle of the hotel: no obstacles, good lighting;

2. Fire fighting equipment: all in place, ready to use; No safety hazards: doors, pendants, chandeliers, etc. Is firm;

3. There are warning signs when the ground slides;

4, equipment maintenance warning signs;

7. Lighting control: the lobby main lights and outdoor landscape lights need to be turned off at the following times:

Turn off the lights in summer: 22: 30

Turn off the lights in spring and autumn: 2 1: 30

Turn off the lights in winter: 2 1: 00

8. The landscape lights outside the building should be turned off at 23: 00, and check whether the lights are in good condition.

22 o'clock in the evening? At 8: 30 the next morning.

1. Check whether the night shift personnel are in good working condition at any time.

2. Check the work of night shift employees by phone twice a night.

Administration?Area

1. Can all departments cut off all power supplies and lock the doors and windows after work?

Front Office Marketing Department Catering Department Housekeeping Department Administration Department Finance Department

Whether to keep the office area clean and hygienic.

2. Whether to talk loudly in the office area.

3. Whether to eat snacks in the office area.

4, after work, whether to clean the office desk, keep the working environment clean and tidy.

5. Whether the employee's dress is neat and in line with the regulations.

Employee equipment:

(1) locker room

1, whether the dressing room hygiene meets the requirements.

Fourth, deliver the shift schedule to the post:

The Administration and Human Resources Department shall communicate the shift schedule to the following members:

F&B manager

Room manager

financial manager

Manager of engineering safety department

Duty Manager (5)

Job responsibilities and information of the manager on duty

1. The manager on duty is the department director, manager or department head appointed by the general manager.

2. The manager on duty of the club receives and handles relevant complaints on behalf of the general manager during the duty time, and solves and handles emergencies or emergency accidents in the club. In case of death, inform the general manager and the person in charge of relevant departments in time.

3. When the manager on duty is on duty, he must check all areas of the club as required, supervise all departments to work in accordance with the rules, regulations and working procedures of the club, and promptly ask the supervisors on duty of relevant departments to correct and improve the irregular service or service quality problems, and record these problems or phenomena in the duty log.

4. The manager on duty shall assist the supervisors on duty of each department to handle major complaints, and may be exempted from compensation within the authority (500 yuan RMB) according to the situation. And record the events and processing results in the duty log.

5. The manager on duty must be on duty in the order of the shift schedule. If there are special circumstances that need to be handed over to others, it must be implemented and informed to the agent before duty.

6, the manager on duty to arrive on time, should get in touch with the front desk after arrival, should ensure smooth communication.

7. When the duty manager is on duty, he should wear the club uniform and pay attention to gfd.

8. When the manager on duty is on duty, he needs to visit some regular customers to find out their requirements and opinions on the service quality, service facilities and service items of the club, and record the information in the log.

9, the manager on duty before and during the duty, try not to drink alcoholic beverages, and don't receive relatives and friends for things other than work.

10. The manager on duty shall inspect the business premises of the club for not less than the specified number of times (6 times) and record the inspection in the log.

1 1. During the duty, the manager on duty shall not leave the store without reason. If it is really necessary to leave the store under special circumstances, it must be approved by the superior, and the relevant personnel or departments should be informed of the communication mode and the return time.

Responsibility information

1. On behalf of the clubhouse, the manager on duty is fully responsible for the problems arising in the management of the clubhouse to ensure the normal operation and management of the clubhouse.

2. Handling of emergencies. Duty work is an important link in uploading, publishing and transmitting information. Any problems and emergencies in the duty and reception tasks should be reported in time.

3. Handle guest complaints. When the guest complains during the duty, he should act cautiously, solve it with a realistic attitude, and record the results.

4. Patrol inspection. Strengthen the inspection tour of key parts and facilities in the hall, such as floor, kitchen, boiler air conditioning room, etc. , and work with security personnel to do a good job in the safety and security of the business premises, pay attention to fire prevention.

5. Employee dynamics. Employee audio service, gfd and etiquette.

6. Energy usage: Whether there is constant running water and constant light.

7, the health status of each post, each region.