Concierge 礼宾员

The Concierge isresponsible for assist with guest to provide Concierge service in various areaof hotel to maximize guest satisfaction. In additional to up-selltransportation to increase hotel transportation revenue.
礼宾员负责在不同的场合为客人提供全方位的礼宾服务来最大化宾客的满意度。同时通过售卖来增加酒店车队的收入。
Primary Responsibilities 主要职责
Deliver Friendly and Efficient ConciergeService
提供友善高效的礼宾服务
· Implementedand delivered LQA standards to every guest in daily operation.
在每日的对客服务中遵守和执行LQA。
· Honesty is a work basis, ensure implement on work with honesty alltimes.
以诚信为工作基本，在任何时候都需要诚实的执行酒店所有财务制度。
· Knowledgeable about all events andinformation of the immediate and surrounding area, while provide newinformation for maintaining a library of relevant information.
熟知酒店周边区域所有各项活动和信息，并不断保持信息资料库的更新。
· To be efficient and prompt handling anddelivery of all messages, facsimiles and parcels throughout the hotel.
高效和迅速的处理和交付酒店内所有信件、传真和包裹。
· Strictly to follow all Concierge Policies and Procedures are adhered.
严格执行部门各项政策与程序。
· Directs guests and visitors to any ofthe Hotel’s facilities.
指引客人及来访者到任何酒店的设施。
· To keep the cleanliness of theConcierge counter, equipment and storage, and responsible for the maintenance of all Concierge equipment.
保持礼宾台，礼宾设备和储藏间的卫生，对所有礼宾部运营品的维护保养负责。
· Implementthat all information requested by the local police authorities are adhered.
严格遵守并实行由当地执法部门所要求的全部事项。
· The management reserves the right to change / extend this jobdescription if necessary at any point of time during her / his employment.
如有必要，该部门有权更改或补充该职位描述。
· Carries out any other reasonable duties and responsibilities asassigned.
完成任何其他合理的职责和被指派的职责。
Provide Guests’ Experiences that ExceedGuests’ Expectations
为客人带来超越期待的入住体验
· Recognize guests, acknowledge their arrangement, and engage with them ina polite way at any possible moment.
认知客人，了解其安排，并随时与客人展开亲切并主动的沟通。
· Maintaining good customerrelationship. Implement for the provision of friendly and efficient service toall guests.
与客人建立并保持良好的关系。负责提供给客人友善、有效的服务。
· Remainsobservant and responds to each guest who approaches the reception/Front Desk.
保持关注每一位抵达酒店的客人并主动问候。
· Fullutilization of all kinds of system to embraceguest experience
充分利用各类酒店管理系统和软件以提高宾客体验。
· Consistent to keep with high preference, initiative, and hospitality serviceattitude.
一贯保持高标准，主动性和殷勤好客的服务态度。
· Focuses onthe stay experience for LCAH members.
致力于提升雅高乐雅会会员的入住体验。
Work as Part of the Concierge Team
作为礼宾部运营团队的一员
· To keep theproper grooming within hotel standard in daily operation.
保持每日仪容仪表符合酒店标准。
· Observe and maintaining the cleanliness and appearance of lobby and mainentrance areas.
观察和保持大堂及正门区域的清洁和外观符合品牌标准。
· Reports complaints or problems to ChiefConcierge or Concierge Supervisor if no immediate solution can be found.
遇到问题或投诉，如果找不到立即解决的方法，要向首席礼宾司或礼宾部主管汇报。
· Carry outdisciplinary actions in line with hotel procedures.
按照酒店规章制度对不合适的行为采取相应措施。
· Maintainconsistent and effective flow of communication in daily shifts.
保持在不同班次之间持续和有效的沟通。
Involvement in Wider JobFunction Actions/Relationships
进一步拓展工作职能
· Initiate action to correct a hazardous situation and notify ERT ofpotential dangers.
在发现安全隐患时采取行动并通知危机处置团队。
· Participatein training activities to improve knowledge & skills.
参加各项培训来增加自身的知识和技能。
· Be familiar with property safety, first aid and fire and emergency proceduresand operate equipment safely and sensibly.
掌握财物安全、急救、火灾及紧急程序，并确保能够安全的使用相关设备。
· Maintainspositive guest and colleague interactions with good working relationships.
与客人和同事保持基于良好工作关系的接触。
· Being good at work summing up, sharing working experience with team andbring up the suggestions to improve work skills.
善于做工作总结，与同事分享动作体验并提出改进的建议。
MainComplexity/Critical Issues In The Job主要复杂/关键工作事项
· Efficiency of guest service process.Accuracy in fulfilling of guest requests.
确保对客服务的效率性。确保满足客人需求的准确性
· Provide for all guests with luggagestorage. Ensuring the proper handling, storage, security procedures arefollowed.
协助所有客人的行李存放，确保遵守安全的处理、储存、安全的程序。
· Opens and closes car doors for guestswhenever the opportunity arises. Loads and unloads guest’s luggage for arrivingand departing guests.
主动为上下车的客人开/关车门。为离店及抵达的客人装、卸行李。
· To providefriendly and efficient check in & check out luggage service. Escort guestto room and introduce room within hotel guideline.
提供友善和高效的入住和退房行李服务。引领客人至房间并按照酒店的服务标准来介绍房间。
· Honesty to all accounting procedure is adhered to throughout the department,including monitoring guest balance and city ledger accounts.
诚信的保证在部门工作中严格执行酒店所有财务制度。
· Knowledgeable about all events andinformation of the immediate and surrounding area, provide an efficient andaccurately information to guest when guest inquired.
熟知酒店周边区域所有各项活动和信息，并在客人询问时，高效和准确的回复客人。
· Coordinates and reserve alltransportation requirements for the guests or other operation departmentswhenever needed.
协调并预定客人或其他营运部门对交通工具的需求。
· Implement with work safety and guests’ information datasafety
保证执行工作安全和客人信息安全。