Bell Boy 礼宾员

·     把客人的行李从到店地点送到指定的房间
Transport guest luggage from the point of arrivalat the hotel to their assigned room.
·     当客人要求换房时，把客人的行李从当前的房间送到指定房间。
Transport guest luggage from current room to re-assigned room for room changes.
·     把客人行李从客人房间送到离店的指定地点。
Transport guest luggagefrom their room to the point of departure from the hotel.
·     协助查找客人遗失行李
Assist in locatingguest's lost luggage.
·     能够准确为客人行李加标签，存储并能准确的从行李房找到客人行李。
Correctly tag, store andretrieve luggage from holding room.
·     在引领客人去房间时，能识别和解释酒店的设施和特色
Identify and explain hotel facilities and features to guestswhile escorting them to their room.
·     辨别靠近客房的安全出口，解释指定房间的安全设施
Identify fire exit closest to guest's room and explain safetyfeatures of assigned room.
·     向客人示范房卡的使用
Demonstrate use ofroom key to guests.
·     把客人行李放置到房间适当位置
Place guest luggageinside room.
·     识别并能解释客房设备，包括如何使用
Identify and explainguest room features to include use of:
·      空调和调温装置
Air conditioning/heat units and thermostat controls
·      电话
Telephone
·      电视
Television
·      闹钟
Clock radio
·      客户服务指南
Guest services directory
·      迷你吧
Mini-bar
·      室内安全设施
In room safe
·      灯
Lights
·      浴室设施
Bathroom amenities
·      洗衣服务
valet/laundry services
·      门锁
Door lock
·      其他服务
Services
·      突发事件处理程序
Emergency procedures
·     提供打包/解包服务
Offerpacking/unpacking service.
熟知酒店所有的会议宴会活动，能指引客人到达正确的地点     Maintain accurate knowledge of scheduled functions withinthe hotel to direct guests to correct locations.
·     熟知本地景点，并能对客人询问给出建议。
Maintain accurate knowledge of local attractions and activitiesto recommend for guest inquiries.
·     在客人询问当地交通信息时能够给出准确的方向指引
Relay accurate directions to guests on inquiries oftransportation within the local area.
当客人要求行李员帮助时，能准确的记录相关信息            Maintain accurate log record of guestcalls for Bell Person assistance.
·     在礼宾台时，能在电话响3声之内接听电话，并使用正确的问候和电话礼仪
Answer Bell stand telephone within 3 rings using correct greetingand telephone etiquette.
·     根据相关程序处理客人投诉，并保证顾客满意
Handle guest complaints by following the instant pacificationprocedures and ensuring guest satisfaction.
站在指定的地点，保持正确的姿态
Remain in assigned post position, maintaining correct stance.
·     收集客人需要送洗的衣物，送到洗衣房
Retrieveguest dry cleaning/laundry from their rooms and deliver to Laundry/Valet.
·     及时将以下项目送至客房
Deliver items to guest rooms promptly toinclude:
-        信息Messages
-        邮件，传真mail,faxes
-        包裹Packages
-        花Flowers
-        客人要求的其他物品Sundryitems requested by guest
-        礼品Gift items
-        将指定的报纸按时送到指定的房间Deliver designated newspaper on time tospecified guest rooms.
·     监督和维护大堂区域以及行李房的形象
Monitor and maintain appearance of lobby areas and luggageholding room.
·     擦亮行李车，保持行李车干净。
Polish brass luggage carts and maintain cleanliness of carts.
·     保护住店客人的机密信息以及安全
Ensure confidentiality of hotel guests and security of guest roomaccess.
·      成功完成各项培训
Successfulcompletion of the training/certification process.