礼宾员

主要职责
Main Duties
 
 
行政
Administration
 
§  定期更新餐厅、酒店设施、紧急电话号码、名胜古迹和其他的信息。
Updates all information on restaurants, hotel facilities, emergency telephone numbers, places of interests and other miscellaneous information periodically.
 
 
宾客服务
Customer Service
 
§  确保遵循品牌承诺并始终提供优异的对客服务。
Delivers the brand promise and provide exceptional guest service at all times.
§  适时的为其他部门员工提供同样优质的服务。
Provides excellent service to internal customers as appropriate.
§  熟悉掌握酒店的产品知识、服务及酒店政策。
Be familiar with the hotel’s products and services and policies.
§  礼貌并有效地处理客人和员工的投诉或询问，并将客人投诉立即汇报至礼宾部副理。
Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, Feedback guests’ complaints to Assistant Manager Concierge immediately.
§  与客人和同事保持基于良好工作关系的接触。
Maintains positive guest and colleague interactions with good working relationships.
§  确保客人信息的历史记录得到精确的维护。
Ensures that guest history records are accurately maintained.
 
 
财务
Financial
 
 
§  确保留存所有与酒店、公司和地方规定、政策和法规相关的财务记录；遵循财务记账、资金处理的规定；及时准确的汇报财务信息。
Ensures that all hotel, company and local rules, policies and regulations relating to financial record keeping, money handling and licensing are adhered to, including the timely and accurate reporting of financial information.
 
 
营运
Operational
 
§  确保服务符合品牌标准的基本要求，适时提供更多可供选择的品牌服务。
Ensures that all company minimum brand standards have been implemented, and that optional brand standards have been implemented where appropriate.
§  负责整理顾客意见调查结果，确保所有改进措施的贯彻执行。
Responds to the results of the Consumer Audit and ensures that the relevant changes are implemented.
§  确保全部的顾客留言、信件、传真和包裹正确迅速地分类及分发。
Ensures all guests' messages, mail, faxes and parcels are handled and distributed promptly.
§  确保所有顾客需求和要求得到及时关注并以正确的方式处理，按照客人要求提供取送服务。
Ensures that all guest requests and requirements are attended to promptly and handled in the correct manner. Runs errand for guest as and when required.
§  确保将所有客人意见转达给礼宾副理，以便继续跟进。
Ensures guest comments are channelled to Assistant Manager Concierge for follow up.
§  始终确保迅速、准确和高效的电话和留言服务。
Ensures speedy, accurate and efficient telephone and message service at all times.
§  确保店内店外特殊会议和促销活动信息的准确。
Ensures accurate information of special events and promotions inside and outside of the hotel.
§  负责为客人提供打包服务。
Handles parcel wrapping for guests.
§  以支持和灵活的态度与其他礼宾部同事密切合作，关注酒店的整体成功和客人的满意度。
Works closely with other Concierge personnel in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
§  拥护和支持“群策群力”的精神。
Supports and embraces the spirit of “We work through Teams”.
§  确保熟知镇江酒店、餐厅及旅游信息。
Ensures accurate knowledge of hotels, restaurants and the tourism in Zhenjiang.
 
 
人事
Personnel
 
§  支持并贯彻“以人为本”的理念， 体现并发扬凯悦价值观。
Supports the implementation of The People Philosophy, demonstrating and reinforcing Hyatt’s Values.
 
 
其他
Other Duties
 
§  确保高标准的个人形象和仪容仪表。
Ensures high standards of personal presentation and grooming.
§  始终展现负责的管理和行为，并以积极的形象代表酒店和凯悦酒店集团。
Exercises responsible behaviour at all times and positively representing the hotel and Hyatt Hotels Cooperation.
§  随着行业、公司和酒店的变化，对礼宾部的职能作出相应调整。
Responds to changes in the Concierge function as dictated by the industry, company and hotel.
§  了解关于员工及行业关系的法律、法规，理解并严格遵守员工手册中的规章制度，及酒店关于防火、卫生、健康和安全的制度。
Reads the hotel's Associate Handbook and have an understanding of and adhere to the hotel's rules and regulations and in particular, the policies and procedures relating to fire, hygiene, health and safety.
§  按照要求参加培训和会议。
Attends training sessions and meetings as and when required.
§  根据酒店、行业和公司的指引，回应需求、改变，执行任何合理的任务及额外职责。
Responds to requests to undertake any reasonable tasks and secondary duties and to changes as dictated by the Hotel, industry and company.