饭店值班经理岗位职责--liujs1216

HOTEL MANAGER ON DUTY 饭店值班经理
• Obligation职责
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Training督促培训 Responsibility承担责任 Discipline 维护纪律 Standards检查标准
HOTEL MANAGER ON DUTY 饭店值班经理
• Responsibility of the MOD值班经理的职责
• Be updated on hotel P&Ps and daily events or
follow-ups. 及时获知饭店政策和程序，每日信息以及需跟进的 事项。
• Maintain high profile and visibility to make
presence felt. ห้องสมุดไป่ตู้持良好形象及可见度以让大家感觉到值班 经理的存在。
HOTEL MANAGER ON DUTY 饭店值班经理
• Definition定义
An appointed representative of the Hotel Management duly authorised to ensure that the standards and business of the hotel are properly conducted in the best interest of the Customers and Management in accordance with set policies.饭店管理层所指定的代表，能适时保证饭店 的标准及运营得以适当执行及管理，并参照现有相关 政策来维护宾客及饭店管理层的最佳利益。
REQUIRED DUTIES OF THE MOD 值班经理必须履行的职责
h. Attend to guest complaints where required. 必要时要处理顾客投诉事件。
i. Check all breakfast readiness and morning meeting preparations. 检查所有早餐和晨会的准备工作。
• Observe MOD meal obligations and provide
feedback. 履行观察饭店菜品的职责并提供反馈意见。
REQUIRED DUTIES OF THE MOD 值班经理必须履行的职责
• Check and complete MOD Report diligently
with details as required in the form. 根据值班经理排班表中的要求勤勉检查并完 成汇报。
• Incident Reports for serious complaints and
unlawful happenings. 严重投诉和非法事件要作出事件报告
• FEEDBACK反馈信息
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g. Fax check at Sales / Reservation during holidays at commencement of duty, mid-day and prior to dinner for follow-up. 节假日期间在值班开始时，中午和晚饭前， 到销售部/预订部内查收传真。
• MOD replacements will be rostered by GM for MODs who report sick for duty dates 在值班日因病无法履 行职责的值班经理由总经理在接到汇报后安排他人 代替。
REQUIRED DUTIES OF THE MOD 值班经理必须履行的职责
REQUIRED DUTIES OF THE MOD 值班经理必须履行的职责
k. Observe the service quality and hygiene standards of the areas visited and include these observations into your MOD checklist. 检查所到之处的服务质量和卫生标准，并记录在值班经 理检查表中。
REQUIRED DUTIES OF THE MOD 值班经理必须履行的职责
• MODs are responsible for their scheduled duty dates if their replacements fail to perform on their changed dates. 若替班者无法按照换班后的日期值班，原 则值班经理有责任按照换班之前的原始排班表履行 职责。
- Be updated 及时获取更新信息 - Be contactable 能联系到 - Reliable 可信赖 - Anticipation 预测 - Initiative 主动 - Decision-maker 做决定
HOTEL MANAGER ON DUTY 饭店值班经理
• Responsibility of the MOD值班经理的职责
c. Applications for overnight stay. 审批夜间留宿饭店的员工的住宿申请表
REQUIRED DUTIES OF THE MOD 值班经理必须履行的职责
d. Check three or more rooms at random together with Housekeeping Floor Supervisor. 与楼层主管一起随机抽取三个或更多房间进行检 查。
REQUIRED DUTIES OF THE MOD 值班经理必须履行的职责
• If a MOD is unable to perform duty on the scheduled date, it is their responsibility to look for a replacement
REQUIRED DUTIES OF THE MOD 值班经理必须履行的职责
Change Duties 换班 • Any change of MOD Duty must be requested in
writing to GM prior to date change by 3pm of the same day and approvals circulated to DGM immediately. 值班经理排班的任何变动必须事先在当日下 午3点之前以书面形式上交总经理审批，并 且要在总经理批准后立即交副总经理传阅。
- Conscientious 尽职尽责 - Maintain visibility and high profile
能被员工所看到及高姿态 - Positive attitude态度积极
- Good decorum and integrity
彬彬有礼，正直诚实
- Provide accurate feedback反馈准确信息
g. Report serious incidents which are life-threatening, unlawful or imminent danger to hotel and property To DGM and GM immediately. 向副总经理和总经理汇报所发生的包括危及他 人生命的，非法的或危及饭店及财产的严重事 件。
REQUIRED DUTIES OF THE MOD 值班经理必须履行的职责
• Duty period: 值班时间：
6.00pm - 9.00am from Mondays – Fridays. 9.00am - 9.00am on Saturdays, Sundays and Public Holidays. 周一－周五 6.00pm - 9.00am 周六，周日及公共节假日 9.00am - 9.00am
e. Check return of hotel vehicles and keys with Service Center and endorsement. 与服务中心一起检查饭店车辆的返回及钥匙的 归还并签字确认。
REQUIRED DUTIES OF THE MOD 值班经理必须履行的职责
f. Visit the required designated areas in the MOD Report Form at least once during weekdays and twice during other days at 1.5 hours apart. 根据饭店值班经理检查表对指定区域进行检查， 周一至周五至少一次，其它时间至少两次，每 次间隔1.5小时 。
REQUIRED DUTIES OF THE MOD 值班经理必须履行的职责
• Division Heads are responsible for performance of MODs who are in their charge including changes, absence, updates and training. 各部门总监要对各自管辖部门的值班经理的表 现负责，包括变更、缺勤、更新及培训。
REQUIRED DUTIES OF THE MOD 值班经理必须履行的职责
• Supplementary Duties辅助职责:
a. Welcome and Send-off for VIPs during duty period. 在值班期间要迎接并送别饭店贵宾。
b. Customer and staff relations. 协调顾客及员工的关系
HOTEL MANAGER ON DUTY 饭店值班经理
HOTEL MANAGER ON DUTY 饭店值班经理
• Mandate要求
- Maturity成熟 - Experience经验 - Responsible负责任 - Decisiveness果断 - Sound judgement正确的决断力
REQUIRED DUTIES OF THE MOD 值班经理必须履行的职责
m. On Saturdays and Sundays as well as on each Public Holiday, a handover should be done at 9.00am from the outgoing MOD to the incoming MOD, at the office of the outgoing MOD . This is to ensure that any follow-up is checked and completed by the incoming MOD. 每逢周六周日和各种法定假日，前一班次值班经理要 于早上9：00在其办公室和新班次的值班经理交接，交 接中新班次值班经理要确保所有的需跟进事宜都检查 和完成。
l. Check fruit basket for freshness, quality and presentation in the main kitchen as well as in guestrooms for VIP setup. 检查VIP客人的房间和厨房内果篮的新鲜度、质量和摆 放情况。