Responsibilities of the duty manager

Duty Manager: 1 1. Check the position of the personnel on duty;

2. Check whether employees violate the rules and regulations and handle them in time;

3, check the operation of power facilities, fire control facilities, monitoring facilities system, and deal with problems in a timely manner;

4. Energy management, urging rectification;

5, clean sanitation, found that the problem timely notify the relevant departments to improve;

6, with or without guest complaints or dissatisfaction, coordinate and solve the problem in time;

7, understand the front desk check-in, VIP guest reception and the operation of various departments. Welcome to receive the distinguished guests of the hotel;

8. Visit at least one member of the membership card who spent the day in the store and record his opinions.

9. Spot check the guest room and record the situation in the duty book;

10, the manager on duty will inspect the hotel at least three times a day, and no later than 2: 00 a.m., and solve any abnormal situation in time;

1 1. Don't leave the hotel area on duty. In principle, open the duty room at the front desk after 12 pm, and do not turn off the mobile phone or PHS for no reason;

12, supervise and check whether the water, electricity, gas and door locks of various businesses are closed safely;

13, check the environment outside the store, such as security guards on duty, neon lights, whether the vehicle is safely parked, etc.

14, patrol the breakfast situation before 8 o'clock the next day, and rectify the problems in time when found;

15, carefully record the shift situation, and report it in time the next morning;

16, hand over the duty book and unresolved problems to the next duty manager in time after the morning meeting the next day;

17, send business data and holiday duty according to regulations;

The duty of the manager on duty. During the duty, ensure that the mobile phone is turned on 24 hours, wear tooling and carry walkie-talkies with you.

2. Do not go out, drink, receive visitors or play cards without authorization.

Third, strictly abide by hotel rules and regulations and set an example for employees.

Four. Supervise and check the performance of the staff on duty: gfd, whether there are phenomena such as leaving the post, leaving the post, joining the job, leaving early and being late. Employees who violate discipline have the right to deal with it according to rules and regulations, and employees who have outstanding performance in their work have the right to make reward suggestions to their superiors.

5. At night11:00-11:30, supervise the cashier at the front desk to put in coins and strengthen safety.

Invisible verbs strengthen night patrol, especially the patrol work of major departments, handle problems in time and make records (such as whether the doors of the roof, finance room, warehouse, canteen, kitchen and office are locked; Whether the natural gas is shut down correctly; Whether the lights are switched on and off on time, whether the hotel facilities and equipment are in good condition, etc. ); The personnel on duty in the security department and the engineering department must cooperate unconditionally and accompany the inspection. Find problems and make records.

Seven, check the empty room to see the sanitary condition of the clean room, facilities and equipment for failure.

Eight, fully responsible for the hotel night safety work, properly handle the night emergencies, safeguard the interests of the hotel from damage.

9. When you meet a guest's complaint about hotel facilities, equipment and service quality, you should listen carefully and make a written record. No matter right or wrong, you can't argue with the guests to calm their emotions as soon as possible. While considering protecting the interests of the hotel, you can meet the reasonable requirements of the guests appropriately to maintain the good reputation of the hotel.

10. Maintain the warm and peaceful business atmosphere of the whole hotel, check whether the headlights, subtitles, air conditioning and background music in the lobby door are turned on and off on time, and do a good job in all aspects that affect the business atmosphere.

Eleven, understand the business situation of the day.

Responsibilities of the manager on duty Part III [Direct superior]: General Manager and Assistant to the General Manager.

[Duties]: Assist the general manager in guest service, quality control, training and assessment, internal management and other aspects of management and service. Including all the duties of the receptionist.

[Work content]:

Daily service and management work:

1, assist and guide the front desk attendant to complete all the work according to the standard.

2. Check whether the waiter is polite, enthusiastic, patient, meticulous and responsible in his daily work, and whether his appearance meets the requirements of hotel standards.

3. Review all the reservations, and personally handle the reservations that need special arrangements before booking and leaving the hotel, and can accompany the guests to visit the room and briefly introduce the hotel during the sales period.

4. Provide the waiter with all kinds of information about the territory and the hotel for the guests to inquire.

5. Be familiar with monitoring dynamics. In case of major accidents and criminal incidents, be responsible for protecting the site, organizing temporary rescue and reporting to the general manager immediately.

6. Be responsible for handling the complaints of the guests about the hotel reception service and room facilities, so as to make the guests satisfied. If it exceeds the responsibility and authority, ask the general manager for instructions in time.

7. According to the needs of the guests and the changes of the situation, we should flexibly deploy hotel personnel at any time, organize manpower to invest in customer service, and improve the efficiency and quality of customer service.

8. Be familiar with the restaurant layout, table design, dishes, drinks and service specifications, and be responsible for the quality control before and after the restaurant goes on the market to ensure that the restaurant layout, hygiene, food quality, manpower, service and material preparation meet the standards. Strengthen property management and cost management to minimize the loss of tableware and utensils.

9. Check VIP rooms and special rooms with the room foreman.

10, responsible for night audit, reviewing all kinds of discount approval authority, invoices, transfer orders, telephone receipts and other documents, and checking with actual room conditions and computer accounts, and implementing computer night audit posting.

1 1, responsible for the registration, storage and collection of items left by guests handed in from all over the country.

12, familiar with the hotel emergency plan and emergency measures.

13. Complete all tasks assigned by superiors.

Administrative work:

1, responsible for the management of printed matter, articles, tableware, equipment and all facilities and equipment in the lobby. Timely replenish front desk consumables and repair damaged facilities. Make an inventory and budget of consumables at the front desk and restaurant every month, and make corresponding reports and submit them to the general manager for review. (Designate a manager on duty to be responsible)

2. Responsible for the investigation of guest satisfaction, and upload relevant evaluation forms to the company according to the requirements of timeliness. According to the company's quality inspection project, the hotel conducts internal self-inspection and submits the quality inspection report to the general manager every month. (Designate a manager on duty to be responsible)

3. Be responsible for summarizing, reviewing and arranging the monthly shift and attendance of each employee according to the business situation and staffing situation, and making corresponding shift and attendance summary to the general manager. (Designate a manager on duty to be responsible)

4. Be responsible for the complete classification, binding and classification of guest historical data, such as China guest registration form, temporary accommodation registration form, reservation form, team list and forms, such as transfer form and safe use record. Classify and save the company copy, hotel personnel information and hotel internal copy. (Designate a manager on duty to be responsible)

5, regularly check the fire fighting equipment and facilities, do a good job of monitoring, to ensure the availability of fire fighting equipment. (Designate a manager on duty to be responsible)

6. According to the general manager's requirements and division of labor, organize and implement specific training in front desk service, front desk operation, room cleaning, room service and restaurant service.

Responsibilities of the manager on duty 4 1. Be fully responsible for the night safety of the hotel and properly handle the night security incidents.

2. Strengthen the night patrol, especially the patrol of important parts, handle problems in time when found, and make work records.

3. Supervise and inspect the work performance of the employees on duty, and have the right to punish the employees who violate the discipline according to the regulations, and the employees who have outstanding work performance have the right to make reward suggestions to their superiors.

4. When a guest complains about the hotel facilities and service quality, etc. They should listen carefully and make written records, and do not argue with them, no matter right or wrong. In order to calm the grievances of the guests as soon as possible, and at the same time consider protecting the interests of the hotel to the maximum extent, they can properly meet the reasonable requirements of the guests and maintain the good reputation of the hotel.

5. Coordinate the relationship between hotel departments and handle the complaints of hotel employees.

6. Maintain the warm and peaceful business atmosphere of the whole hotel, supervise the correct arrangement of lighting and background music in each business point, and do a good job in all aspects that affect the business atmosphere.

7. Deal with hotel emergencies at night to protect hotel interests from damage.

8. Do a good job in preventing night theft and fire safety, eliminate all kinds of hidden dangers and ensure the safety of hotel property and guests' personal property.

9. Perform and complete all tasks assigned by the company and hotel leaders.

10. Approve the privileges, exemptions and reductions of the highest employees in the business department. If it is really an emergency that needs to be reduced or exempted, detailed records should be made and reported step by step.

1 1. Use the entertainment expenses appropriately within the authorized scope and handle the disputed expenses of the guests.

The duty of the manager on duty is 5 1, strictly abide by the company's rules and regulations, and check the implementation of each system.

2. Seriously implement and supervise the tasks assigned by the company's senior leaders and convey them to employees in a timely and effective manner.

3. Keep abreast of market trends and provide good business ideas and methods according to the company's situation.

4, responsible for employee job skills training and work quality evaluation.

5, formulate detailed health standards and health plans, and regularly check the health situation of each department.

6. Strengthen employees' on-the-job training and on-site management to ensure the service quality of details.

7. Check employees' gfd and adjust their mentality and enthusiasm appropriately.

8. Implement the responsibility system for important facilities and equipment. , and check the situation at any time.

9, coordinate the working relationship between the ministries, properly solve various problems in principle.

10, strictly control the company's security risks and do a good job in fire prevention and theft prevention.

1 1. Strengthen the work responsibilities of grass-roots leaders, with division of responsibilities.

12, try to reduce the energy consumption and the consumption of various spare parts, and check the quantity of various consumables at any time every day according to the business situation.

13, cooperate with the shift supervisor, avoid the shift supervisor from shirking each other, and make clear the responsibilities and records of succession.

14. Review the handover records and work logs of all departments, and handle the problems and accidents found in time.

15, massage, bathing and other personnel are managed according to the unified regulations of the company, and the service quality and hygiene standards are improved.

16, take good care of public property and care about employees' lives. Communicate with employees regularly, understand the ideological trends of employees, and do a good job of employees' ideological work around work priorities.

17, actively assist the general manager to supervise and inspect all work and provide all kinds of effective feedback information in time.

18, dealing with guest complaints and all kinds of emergencies, ensuring the interests of the company is the most important.

19. Review the daily consumption report and receipt, and handle the problems found in time.

20. Keep abreast of the daily business situation, make daily reports, and send the daily business details and business situation to the superior leaders in the form of short messages.

2 1, do a good job in employee attendance, arrange work reasonably, and ensure the normal development of services.

22, improve the sense of ownership, strictly grasp the waste events.