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崗位職責/職位描述

The Doorman’s main duty is to greet each arrival guest at the hotel main entrance, controlling the order of driveway traffic, assists guests with directions and handling requests of parking, luggage assistance and miscellaneous guest requests. Responsible for fulfilling guest request and ensuring 100% guest satisfaction, is the main purpose of a doorman of the hotel.
在酒店正門口為客人提供熱誠的歡迎，控制車道，保持其暢通，為客人指示方向，協助酒店及客人的停車要求，為可人提供語言幫助，幫助客人裝卸行李。酒店門童最重要的是要滿足客人合乎情理，且不違反法律與道德的各種要求，并確保提供的服務能讓客人100％滿意。

CORE WORK ACTIVITIES崗位主要工作職責
Administration
行政
? Open vehicle doors and warmly greet guests arriving at the main entrance
主要負責在酒店正門為客人打開車門，并且熱情地為到達酒店的客人打招呼
? All Doormen representing the image of The hotel, must practice not only a warm greeting upon guest arrival, but also to assist guests with their requests and then bid a fond farewell to guests after interaction
所有的門童都代表著酒店的形象，他不僅要熱誠得為到達酒店的客人打招呼，還需要為每一個離開酒店的客人熱誠道別。
? Doormen are the key persons to keeping the traffic on the driveway smooth by using fine judgment to maintain the order of the driveway
門童是最重要的人員，用其正確的判斷力來保持車道暢通。
? Doormen should also keep the door area accident-free and must be alert of any potential accidents and try to prevent them from happening.
門童應確保酒店正門口安全，且必須對潛在的安全隱患保持警惕
? Doormen should also prioritize VVIP vehicles, hotel vehicles, guests’ own vehicles or any other special vehicles.
門童應優先對待酒店的重要客人的車輛，客人的自備車，或則其他特殊車輛
? Should provide assistance to unloading or loading guest luggage’s in and out of vehicles.
門童在酒店正門口，要協助客人裝卸行李，并轉交給禮賓員
? Keep guest information confidential and only communicate the information with proper personnel
確保客人信息的機密性,只能與為了工作為目的的相關員工進行交接
? Should direct guest vehicle parking in standard order-if the vehicle is allowed to park on both sides of the hotel front door.
門童必須引導車輛以正確方式進出車位
? Providing assistance for guest luggage such as FIT Check in and Check out , group luggage Check In/ Check out, Storing guest luggage and other related service requirement.
幫助客人提供處理行李的服務,包括散客的入住及離店客人,團隊客的入住及離店客人,寄存客人的行李以及相關服務需求。
? All above services must be recorded on the log sheet in a timely manner.
上述服務必須及時記錄在記錄登記單上

Guest Satisfaction
客人滿意度
? The purpose of The hotel staff is to provide a service with genuine care to hotel guest, staff must make sure the security and comfort of guest is their highest mission.
酒店門童必須提供給客人最真誠的關心與服務，客人的安全與舒適是酒店門童的根本任務
? The doorman must practice the 3 steps of service in compliance of The Hotel Philosophy.
酒店門童必須按照優良服務三步驟為客人服務
? In order to ensure the standards, the doorman of The hotel should fully practice the service process and procedure of hotel and transportation department upon every interaction with hotel guest.
為保證服務的標準，酒店門童需按標準的程序和要求為每一位賓客提供服務

Profitability
利潤率
? Doorman should have the sense to promote the Hotel facilities and practice the energy and cost conservation at all time, such as guest supplies etc.
酒店門童應積極銷售酒店的產品，服務和設施，節約能源和資源，如各種用品等
? Doorman should report to the supervisor or Manager if there is any chance of selling.
酒店門童應及時報告任何銷售機會

Communication and Compliance to Job Assignment.
溝通與合作
? Refer to hotel policy, doorman should communicate the issues with proper personnel (Supervisors or Managers)
酒店門童必須將關注的問題與相關人員交流，如總禮賓司和主管
? As a line employee, doorman must practice the full compliance to the daily job assignment. Any objection of job assignment without proper reason is not allowed and to be communicated with concerned staff and Manager of Guest Service.
作為一名一線員工，酒店門童必須積極服從工作安排，任何無端的不服從是不適當的，并可能導致紀律處分

Operation Efficiency
工作效率
? Once doorman receives a call of job, he must Re-act quickly to the mission in order to provide a speedy service response to guest request.
每當門童接到指令后，他必須有迅速的反應，以保證客人得到快速的服務
? Doorman must be aware of his efficiency of operation has direct impact towards the satisfaction of guest & the department profit.
酒店門童必須了解他的工作效率對酒店客人的滿意度和部門利潤有著直接的影響

GENERAL DUTIES
其他相關職責
Grooming and Image
儀容儀表
? As the staff of hotel, the doorman must make sure adhere to the grooming standard to present a fine image of The hotel.
酒店門童必須遵照酒店的儀表行為準則，體現良好的酒店形象。
? As the staff of hotel, the doorman must make sure the integrity of hotel image and department image. Always convey the fine image no matter in and out of hotel, communicate the concerns to proper supervisor or managers.
作為一名酒店門童，他必須保證酒店形象的完整性，無論酒店內外，保持良好的酒店形象和言談舉止。
? No- Smoking when on the duty
不得在崗位上抽煙

Attendance
出勤
? Adheres to the set procedures for attendance and timekeeping.
按酒店章程和工作要求準時出勤和下班，保證出勤率
? Doorman job is a specific job related with Business pattern, it often requires over time and re-scheduling of timing. Doorman should be flexible with the scheduling and last minute amendment of the timing of working.
根據工作要求出勤是酒店門童的工作特點，可能會加班和臨時調動班次，門童須積極主動配合工作要求和時間調動

Company Policies and Procedures
公司章程與政策
? Familiarizes oneself, and adheres to the provisions outlined in the Employee’s Handbook, Disciplinary Code and Rules and Regulations.
了解并遵守公司章程與政策，員工手冊，紀律規定和條例

Environment Awareness
環境保護
? Reduced waste material and supplies by re-using or selling
循環利用，減少浪費
? Conserve water and energy
節約水電等資源
? Maintain proper image of the working area at all times
保持辦公地點的整潔
? Actively participate in Environmentally friendly practices
積極的創造友好愉快的工作環境
? Actively participate in activities concerning the protection of the environment
積極參加有關環境保護的活動

Training, Meeting and Employees Activities
培訓，會議，和員工活動
? Attend Scheduled Training and Meeting
積極參加安排的培訓與會議
? Participate actively in company and department initiated employee activities.
積極參與酒店或部門安排的活動
? Any absence of above mentioned activities must have prior approval from manager or supervisor.
任何缺席必須事先得到經理或主管的批準

Lateral Service
橫向服務
? As employee of The hotel, he should participate the assignment of lateral service, such as assisting Bell & Door Service
作為一名酒店員工，酒店門童應積極配合橫向服務的安排

Qualifications
任職條件:
Essential
必備條件:
? Minimum 1 year working experience in similar capacity.
1年相關工作經歷
? Ability to work long and unusual hours
可以適應長時間工作以及在不同時段上班的可能性
? Service-oriented
良好服務意識
? Cheerful and Team Spirit
具有激勵和團隊建設品質
? Confident
信心
? Alert, Calm, Organized
警覺，冷靜，有序
? Good Learner
進取
? Ability to work long and unusual hours
能適應長時間工作和加班

Desirable
可取條件：
? 1year experience in a service occupation
1年服務相關行業經驗
? Good Communicator
良好溝通能力

SKILLS
技能:

Essential
必備條件:
? Must have a professional image and personality exuding confidence
具有專業形象和個性散發的信心
? Ability to maintain confidentiality and security of all guest and general hotel information.
具有一定的保密能力，對所有客人的及一般酒店的信息安全負責
? Must be a team player, working well with other departments and coworkers.
具有良好的團隊精神，與其他部門和同事關系良好
? Ability to work flexible hours, including weekends and evenings if necessary.
靈活的工作時間，如有需要包括周末和晚上
? Ability to work flexible hours, including weekends and evenings if necessary.
工作勤奮，提供額外的關注，以滿足客人的個人需求和欲望
? Ability to go the extra mile, to provide the extra attention in order to satisfy guests’ individual needs and wants.
具有一定的創意，能不斷創新并改進服務
? Should display leadership qualities in regards to thinking clearly, quickly, and making decisions.
具有良好的溝通能力，以積極促進酒店所有客人和公司的關系
? Ability to promote positive relationships with all guests in the hotel and company.
具有與客人建立積極良好的關系的能力

Note
備注:

? A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions.
此工作職責把很多次要的工作職責排除在外而增加了大量的基本工作職責。所有責任和要求都是最基本的工作職責。

? This job description in no way states or implies that these are the only duties to be performed by the employee occupying the position. Employees will be required to perform any other job related duties assigned by their supervisor.
此工作職責沒有規定或暗示這些責任是在崗員工所有的責任。員工還必須完成所有由主管分配的相關任務。

? The Hotel reserves the right to delegate tasks and duties not listed in the job description to support Hotel Credo and operational needs.
? 為支持酒店信條及運作需要，酒店保留分配其他工作及任務的權利。