副理 - 礼宾部 AM - Concierge

1.确保所有礼宾部员工和行李员遵循品牌承诺并始终提供优异的对客服务。
Ensures that all Concierge and Bell Desk employees deliver the brand
promise and provide exceptional guest service at all times.
2.确保礼宾部员工和行李员适时的为其他部门员工同样提供优质的服务。
Ensures that Concierge and Bell Desk employees provide excellent service
to internal customers as appropriate
3.确保所有礼宾部员工和行李员知悉最新的促销信息，规章制度及其他重要信息。
Ensures that all Concierge and Bell Desk employees are aware of current
promotions, policies and other important information
4.确保所有礼宾部员工和行李员熟悉掌握酒店的产品知识及服务标准。
Ensures that all Concierge and Bell Desk employees are familiar with the
hotel’s products and services
5.礼貌并有效地处理客人和员工的询问，对于无法立即处理的投诉和提出的问题，应汇报上级，并迅速跟进及时反馈结果。
Handles guest and employee enquiries in a courteous and efficient
manner, reporting complaints or problems if no immediate solution can be found,
whilst feeding back a prompt follow up.
6.经常性地亲自确认客人得到尽善尽美的服务。
Personally and frequently verifies that guests are receiving the best
possible service.
7.繁忙时期确保礼宾部和行李台有条不紊的运作并实现酒店的品牌承诺。
Spends time in Concierge and Bell Desk areas during peak periods to
ensure that the area is managed well by the respective team and deliver the
brand promise.
8.与客人之间建立和谐的客服关系并长久保持。
Establishes a rapport with guests maintaining good customer relationship
9.保持与顾客和同事之间良好的合作关系。
Maintains positive guests and colleagues interactions with good working
relationships
10.确保所有员工始终为客人提供礼貌和专业化的服务。
Ensures all employees provide a courteous and professional service at
all times.