Concierge Service Captain 礼宾服务领班

Work alongside guest contact colleagues      ensuring the delivery of on brand guest service with poise.
与对客同事紧密合作确保向宾客提供符合品牌要求的服务体验.
Execute job tasks according to the pre-defined      standards & procedures and in compliance with the company employment      handbook.
根据拟定的规定条例以及公司同事手册执行其职责范围内的工作。
Ensure all areas in the concierge lounge are      up to standard and all operating equipment is well-maintained.
确保礼宾部区域符合标准以及所有设备运作正常。
Be familiar with the 1865 program.
熟悉1865尊贵会内容.
Demonstrate honesty, reliability, ethics, and      professionalism; demonstrate consistency between words & behaviour.
展现诚实，可靠，规范及专业的工作礼仪。
 
 
 
Handle dissatisfied guests during their stay      or after they have departed to resolve complaints and identify and rectify      any processes which lead to the service shortfall.
处理入住期间宾客所遇的不满意之处和解决他们离店后的投诉并确认及改进服务中的不足之处。
Build positive and productive working      relationships with customers, subordinates, peers, superiors, business      partners, and the community; encourage this behavior in others.
与宾客，下级，同级，上级，合作伙伴及社区建立正面及有效的工作关系。并鼓励其他同事也依照此行为准则。
Accept personal responsibility and      accountability for achieving results within targeted timelines; ensure      clear authority and accountability for results by others.
在规定的时限内承担相应的责任及义务从而完成任务。并清晰其他职务的权限及责任。
Collect and analyse data to make customer focused      business decisions; ensure colleagues understand and exceed customer      expectations.
收集并分析数据从而使顾客群集中商业决策; 确保同事理解并超越顾客的期望.
Ensure relevant information is circulated      through the hotel to enhance colleague effectiveness and the guest      experience.
确保酒店内部相关信息的流通从而增加同事的效率和宾客的体验.
Responsible for keeping standards and      procedures and information folders and brochures up to date.
遵守酒店标准和程序以及信息资料和宣传册的更新。
Ensure a smooth co-ordination between the      individual sections of Front Office and Rooms Division.
确保与其他前厅各部门及房务部建立良好的合作关系。
Liaise and work closely with other departments      to resolve any operational issues.
与其他部门保持紧密联系和工作从而解决日常营运遇到的问题。
Promote the free flow of information;      encourage the open expression of ideas and opinions.
促进信息的流通，鼓励开放的思想和看法。
Knowledge of and educate others about how      one's work aligns with the overall business/brand strategy, and ultimately      shareholder value.
指导其他同事如何工作从而与整体业务与品牌战略保持一致，最终体现股东价值。
Understand the meaning and implications of key      internal and external financial indicators; manage overall financial      performance; use sound financial analysis to evaluate strategic and      investment options.
理解内部和外部财务指标的意义及影响; 运用合理的财务分析去评价战略及投资选择。
Add value through revenue growth and      operational efficiency through process improvement; understand and focus      on the key drivers of sales, colleague and customer satisfaction,      profitability, and quality.
通过收入的增长和有效的运作提升价值；理解并关注销售，同事和宾客的满意度，收益和质量的关键。
Understand hotel PMS – Opera and FCS to ensure      efficient handling of work duties.
理解酒店PMS-Opera和FCS以确保有效地处理工作事务。
Be familiar with hotel emergency procedures      e.g. fire alarm.
熟悉酒店对于紧急情况的程序，例如：遇火警时。
Respond to guest correspondence or feedback      ASAP before departing your shift.
在离岗前尽可能快地回复宾客的需求.
Actively participate in meetings as requested.      Attendance must always be on time.
按照要求积极参与会议,并保持准时出席.
Perform other duties assigned by the      management.
履行管理层安排的其他工作职责.