Job responsibilities of hotel bellboy

In the ever-changing modern society, job responsibilities are becoming more and more important to people, and formulating job responsibilities can reduce illegal acts and accidents. Do you know the format of job responsibilities? The following is the job responsibilities of the hotel bellboy that I helped you sort out, for reference only. Let's have a look.

(1) Job responsibilities

Follow the tenet of "guests first, service first", provide timely, accurate and thoughtful services for guests, manage and guide the affairs of the concierge, and ensure that the concierge provides efficient and high-quality services for guests.

1, master the hotel room status, catering situation and other related information;

2. Be friendly to guests, clean and tidy, pay attention to personal hygiene, and be decent in appearance; Wear neat work clothes; Keep a friendly attitude and smile under any circumstances; Maintain personal professional image;

3. Provide warm service to the guests and give timely and satisfactory answers to their complaints, demands or requirements; Understand the requirements and complaints of guests in a timely and comprehensive manner; Give timely and satisfactory solutions to guests' dissatisfaction; Ensure that guests are satisfied with the service provided before leaving the store; For unresolved complaints and demands, ask the assistant manager of the lobby or the front office manager in time;

4. Check the lobby and other public activity areas;

5. Cooperate with the Security Department to investigate misbehaving guests;

6. Attend regular departmental meetings on time;

7. Manage and control the work activities of porters and doormen; Directly manage and supervise the daily work of bellboy and doorman; Check the usual performance of bellboy and doorman;

8, to ensure that guests come and go to give timely care; Ensure that the bellboy helps the guests to transport their luggage, and send the bellboy to take the luggage out of the room as soon as possible after receiving the notice.

9. The porter's work should be recorded; Record the time when the bellboy was laid off, the number of pieces sent to Liu Ji, the time of loading and unloading luggage and the room number.

10, when you receive a call from a guest, you should immediately send a bellboy to serve without delay; The phone must be answered within three times. When you answer the phone, you must have a pen and paper at hand.

1 1. Record the orders of superiors and all important events or things in the luggage and doorman shift book, and submit them to the front office manager for search every morning;

12, which should be marked on the luggage for the sake of luggage safety; Sign the luggage tag before delivering the luggage, fill in the storage card when storing the luggage, and double sign it (guest/bellboy), and record the storage and claim of the luggage in this book.

13, control vehicle activities in front of the hotel; Correctly guide the movement of vehicles in front of the door, avoid congestion and traffic jams, and ensure vip parking spaces and fixed parking spaces.

14. Give individual guidance and training to the bellboy appointed by the front office manager; Hold a training class for bellmen and doormen every six months and meet once a month to discuss the work situation.

15. instruct each bellboy to help the guests when they check in; Check the performance of bellboy and doorman at any time, make inspection records and talk with relevant bellboy in time.

16. Coordinate with the team to ensure the smooth delivery of team luggage; Any changes in team luggage should be checked with the team. One hour before the team arrives, get the room number from the front desk for distribution.

17. Ensure that all luggage rooms and hotel lobby are clean and tidy; Check the baggage service and the guard room every time you go to work. The ashtray and trash can in the lobby are full, please ask the cleaner to clean them up.

18. Make sure that there are three posts outside the door, inside the door and in the lobby: someone must be on duty in the baggage room. When there are not enough hands, the doorman and bellman can replace each other.

19 to ensure the normal operation of the service equipment of the baggage department; Check luggage carts, scales, luggage racks and wheelchairs at any time;

20. Make a daily work plan for bellboy and doorman;

2 1, report any emergency to the assistant manager in the lobby; Any quarrel, theft, fire and accident must be reported to the assistant manager of the lobby, and the accident must be recorded in this book.

22, regular inspection and supervision of the luggage room; When the luggage rack is full, it should be reported to the front office manager in time, and contact the security department to deal with the expired items or unclaimed luggage stored in the luggage room.

23. Inspect and supervise the daily work of the entrusted agent; Ensure that the entrusted agent can successfully complete all kinds of affairs assigned by the guests and arrange for the hotel guests to pick up the plane.

24. Preside over and organize regular meetings, summarize last week's work, make plans for next week, abide by hotel rules and regulations, and perform other tasks assigned by the hotel.

(2) Quality standards

1. Basic qualities: enthusiastic service, comprehensive knowledge and information about tourist attractions and entertainment, strong information communication skills, and familiarity with various working procedures and relevant business regulations of the department; Familiar with taxi management regulations; Familiar with ticketing, mailing and other entrustment knowledge; Familiar with hotel facilities, history and geography of China; Familiar with the location, telephone number, ticket price and consumption level of tourist attractions and entertainment places in XX city; Good relationship with airlines and Beijing Railway Station, familiar with various fares and charging standards; Familiar with postal instructions and charging standards at home and abroad; Familiar with the types and charging standards of newspapers and magazines at home and abroad.

2. Natural conditions: healthy, dignified, energetic, articulate, male, over 24 years old, height1.76m-1.79m. ..

3. Education level: College degree or above or equivalent.

4. foreign language proficiency: proficient in English, reaching the intermediate level of English in tourism bureau, and knowing a little Japanese is preferred.

5. Work experience: more than four years working experience in hotel or similar.

6. Special requirements: extroversion, enthusiasm, patience, good health, wide knowledge, wit and flexibility, and strong social skills.

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