Bellperson 礼宾员

Job Level 岗位级别：Line Staff 基层员工
Report To 汇报给：Bell Captain 礼宾领班
Position Overview 岗位概述：
Greet and welcome all the arrivals/departures. Deliver or collect guests luggage according to their request in timely manner. While doing rooming always provide the best service to the guests. Other than that, it is a must to have clear understanding about hotel product knowledge and facilities. Always provide the guests with the exact information.
有礼貌的问候所有入住客人以及离店客人。按照客人需求保管以及将行李送到客房或大堂。陪同客人到客房并为客人介绍酒店的所有设施以及酒店产品信息。除此之外，礼宾员需全面对酒店的产品知识与设施有所理解，在客人需求下为客人提供相关信息。
Drive the car when the hotel driver is on duty off. So it requests the candidate is experienced in driving with driving license.
在酒店司机休假时候，承担开车任务，所以这一岗位要求候选人开车熟练，有驾照，并且愿意偶尔承担出车任务。
The Role 岗位职责：
Build good relationship with guests to obtain guest loyalty.
与客人建立良好关系以获得的客人忠诚度
Acquire complete knowledge and understanding about hotel’s product knowledge
拥有全面酒店产品知识以及了解
Have clear understanding on Capella’s policies and service standard.
对酒店的政策以及服务程序有所了解
Ensure all the delivery services are noted down accurately
确保所有与客人有关的送货服务都准确的记录下来
Able to deliver and collect guests’ luggage in a timely manner
协调并及时运送以及收取客人的行李
Ensure the traffic flow is smooth at the driveway
控制并确保车道保持通畅
Ensure the lobby always has people standing by
确保大堂一直有人在站岗
Able to tag, store and collect luggage according to guests’ requests
按照客人都要求正确的标记，储存以及取回客人的行李
Ensure lobby door is open immediately to the arrivals/departures
随时为抵达客人以及离店客人打开大门
Able to memorize guests’ profile and their preferences
记得每位住店客人的喜好
Have clear understanding about hotel’s product knowledge, for instance restaurant operation hour, room rates, types of room etc
对酒店的所有信息都拥有全面的了解，例如餐厅经营时间，酒店房价，酒店客房类型等等
Acquire information about local cultural heritage
了解上海当地景点以及上海文化遗产的信息
Able to provide confidentiality about guest’s profile
严格保密客人信息
Responds to requests from guests and staff enquiries in a timely manner and follow up to ensure guest satisfaction
及时回应客人的询问并时刻跟进以致客人满意为止
Assist in emergency situations as being the central communication center of the hotel
作为酒店中央通讯中心，协助处理紧急状况
Inform the culturists about the arrivals of VIPs, Site Visitors and Meeting Planners
为到来的VIPs客人以及常住客人提供独特的入住体验
Provide accurate information to guests regarding destinations of the local areas
传达正确的信息给客人
Always maintain the cleanliness of work area and equipment used
时刻保持工作区域的整洁
Greet, welcome and anticipate every guest. Best to greet them with their names.
保持微笑热烈欢迎客人的到来，尽可能使用客人名字来称呼他们
Provide a tour to guests around the hotel
为入住客人提供客房参观以便客人能了解酒店的各个信息
Talent Profile 能力&技能需求
Acquire working experience in hotel/resort (preferably luxury brands)
拥有酒店工作经验(特别是豪华品牌的酒店)
Have professional training in hospitality industry
有过专业化的训练
Able to communicate in Mandarin or English fluently
能够流畅的使用普通话或英语进行对话
Having good communication skills
良好的沟通能力
Able to operate basic computer skill
正确应用基本电脑系统