保安领班职责.doc

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Security保安领班
Role Description 职责描述

Department/
Company:
Radisson Hotels & Resorts
丽笙酒店集团
Date:
日期

Reports To:
汇报给：
Security 保安领班

Purpose:
目的：
To safeguard customers, employees and assets of hotel by implementing sound security and emergency practices and supervising security guards
确保酒店旅客及员工人身、财产安全

Constituents:

q Guests 客人
q Employees 员工
q Hotel Management 酒店管理层
q Radisson Managed Services 集团管理
q The Local Community 社会团体
Indicators of Success:
成功指标

q Achievement of customer satisfaction and loyalty goals
达到客人满意和忠诚的目标
q Achievement of employee satisfaction (Gallup) and retention goals
达到员工的满意（满意度调查）以及持久性目标
Areas of Responsibility:
负责区域
1、 在主管的领导下进行工作，直接对主管负责。
2、 抓好班组思想建设，掌握员工思想动态，团结员工相互关心，共同提高。
3、 合理安排本班组人员的岗位分配。
4、 负责对客房、餐饮、康体休闲等区域的巡逻检查，发现事故隐患，及时处理，并向上级汇报处理情况。
5、 制止一切发生在酒店内的客人争吵、打架、斗殴等不良情况，及时处理，防止事态恶化
6、 负责每日财务投款及协助财务部做好押送有关款项工作。
7、 熟练酒店各区域消防设施，掌握灭火扑救措施的技能。
8、 加强酒店门前车道、车场车辆的疏导与管理。
Creates 100% guest satisfaction by providing Yes I Can! genuine hospitality and by exceeding guest expectations
通过真正提供“是的，我能”和超预计的表现到达100%客人满意度
¨ Communicates and demonstrates Yes I Can! service to other employees 与其他员工沟通和证明“是的，我能”的服务
¨ Gives personal attention, takes personal responsibility and uses teamwork when providing guest service给予个人关注，建立岗位职责，和通过团队合作给客人提供服务
¨ Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems 倾听，道歉和专注在对客问题上找到解决方法并且予以执行
¨ Assumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100% Guest Satisfaction Guarantee判断使用最好的解决办法处理客人的不满，确保客人100%满意度

¨ Performs other duties as required to provide Yes I Can! genuine hospitality其他表现方式真正提供“是的，我能”的服务

Success Factors:
成功因素
Focus On the Customer… Seek to understand the guest and internal customer and meet the needs of both the customer and the company.
关注客人：探询和满足客人需求

Take Responsibility… Demonstrate personal ownership of tasks and follow through to get the required results.
担负职责：证明个人的自身任务， 坚持达到要求

Build Strong Relationships… Foster trust and cooperation among coworkers, customers and suppliers; develop and sustain personal contact in order to provide mutual benefit.
建立强大的关系网络：与员工，客人和供应商之间培养信任和合作，为提供互惠互利发展和维护相互间的联系

Attend to Detail… Ensure that work is accurate, thorough and to the highest standards.
关注细节： 确保准确的工作，达到最高标准.

Improve Continuously… Constantly assess and adapt current practices to perform a task better, faster or more efficiently.
不断改进： 对自己的不懈的评估和更好，更快，更高效率的履行现行工作

Key Skills and Requirements:
技能要求：

Technical Service Skills… Demonstrate understanding of the technical service skills for assigned area (i.e. food & beverage service, housekeeping, etc.)
科学的服务技巧：对指定区域服务技术的充分理解（例如：餐饮服务和客房服务等）

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