Bellman 礼宾员/礼宾领班

1.
Greet all
arriving and departing guests with a smile and eye-contact
用微笑和目光接触问候所有抵店和离店的客人
2.
Deliver and
collect baggage for arriving and departing guests and groups
为抵店和离店的客人/团体收送行李
3.
Give guest an
introduction to the facilities in the guest room, i.e. air-conditioning
control, light switches, Safety box, TV, telephone, wardrobe, etc. when rooming
the guest
为所有住店客人介绍客房设施，例如：空调控制，电灯开关，保险箱、电视，电话，衣橱等
4.
Deliver messages
and handles requests and questions from guests
发送留言并处理客人的要求及问题
5.
Check closets
and drawers to see if guest have forgotten items when collecting luggage
在收取行李时检查壁橱和抽屉确认客人没有遗留物品
6.
Deliver mail, faxes,
messages, packages, flowers etc promptly to guest rooms
迅速地把邮件、传真、留言、包裹、鲜花等送到客房
7.
Log all
deliveries to guest rooms
登记所有递交给客人的物品
8.
Deliver any
in-house items or papers to various departments in the hotel
为饭店各个部门传递用品和文件
9.
Deliver
newspapers to guest rooms
送报纸到客房
10.
Run errands for
guests when requested
当需要时完成客人的吩咐
11.
Page guests in
public area with the aid of a paging board when requested
当需要时在公共区域用告示板寻找客人
12.
Give careful
attention and assistance to disabled guests
给予残疾客人以特别的关注与帮助
13.
Be neatly
groomed at all times
随时保持整洁的外表
14.
Accept baggage
that guest may wish to keep in storage, issues claim ticket and record in the
Record Book accordingly
接受客人要寄存的行李，交给客人行李寄存卡，并相应地在记录本上登记
15.
Have thorough
knowledge of all hotel facilities and hours of operation, to be able to respond
to guests’ questions correctly
熟悉饭店所有设施、营业时间，能够正确回答客人的提问
16.
Answer the
telephone promptly and courteously
迅速地、彬彬有礼地回答客人的电话
17.
Maintain
operating equipment in good working order
维持营业设备良好的工作状态
18.
Keep working
areas neat and tidy at all times
随时保持工作区域的干净与整洁
19.
Identify VIPs, Bonvoy member, regular and long staying guests and build rapport to offer
personalized service and assistance
识别贵宾、万豪旅享家顾客、常规客人和长住客人并提供个性化的服务
20.
Cultivate good
working relationships with inter-related departments
与有内在联系的部门建立良好关系
21.
Undertake assignments
as delegated by your superiors
完成你上级委派的任务
22.
Deliver high
quality service to guests
向客人提供优质服务
23.
Ensure guest
needs and reasonable requests are met
确保客人需求和合理要求被满足
24.
Seek
opportunities to continually improve guest service
通过记录客人的评论并以此为实践，不断地寻找机会发展对客服务
25.
Promote the
hotel and the Westin products and services
促销饭店与威斯汀的产品与服务
26.
Maintain a high
level of product and service knowledge in order to explain and sell services
and facilities to guests
维持对产品和服务的高度了解以便于向客人解释和销售服务和设施
27.
Assist in
keeping the lobby area clean at all times
协助保持大堂区域任何时间的高度整洁
28.
Raise and lower
the flags daily on time
负责每日国旗、店旗的按时升降
29.
Abide by Star
Service Standard and Westin Brand Standards
在工作中明星服务标准和威斯汀服务标准
30.
Abide by the
Hotel’s Policies and Procedures, the Westin Code of Business Conduct and the
hotel’s Associate Handbook.
遵守饭店的工作政策及程序，遵守威斯汀的商业行为规范以及员工手册中的条款。
31.
Carry out other
tasks as directed by your supervisors
完成你上级交待的其它任务
32. Follow all company policies and procedures.
遵循万豪集团及酒店的所有政策和程序。