礼宾部主管 Concierge Supervisor

DUTIES AND RESPONSIBILITIES 工作职责
·
Ensure that all guest’s baggage are received and delivered
upon arrival and departure even for baggage storage pertaining to the procedure
laid down in the Inter-Continental Hotels & Resorts Front Office Manual
当客人抵店或离店时根据洲际酒店前厅部手册标准操作程序确保所有客人收到行李。
·
Be thoroughly aware of arrivals and departures of each day
with emphasis on VIP’s, Priority Club Members, groups and meeting
group movements.
充分的了解每一天重要客人，优悦会会员、团队客人、会议团队客人抵达和离店情况。
·
To work closely with Guest Relations Officer to ensure
baggage for VIP’s, Priority Club Members are delivered promptly
与宾客关系主任紧密合作确保重要客人和优悦会会员的行李可以迅速送达
·
To assist the Doorman and supervise on traffic control along
the driveway during peak hours
在高峰时期协助门童控制酒店交通车道。
·
Conducts daily briefing, Ensure that all staff are
properly dressed, neat and clean before start of duty. Similarly, staff appearance should remain
clean, smart and tidy at all times.
主持每日的交接班会，确保所有员工保持工作服的干净与整洁和良好的仪容仪表
·
Be responsible for training Bellman, Parking Valets and
Doorman, in their respective jobs (by identifying training needs)
负责培训所有的礼宾员，泊车员，门童各自不同的工作内容（各自培训所需）。
·
Ensure that all staff are fully informed and knowledgeable on
hotel facilities and its surrounding areas
确保所有员工完全了解酒店设施设备和知识以及周边地区信息。
·
Ensure that the surrounding areas at the lobby level and main
entrance are clean
确保大堂周边区域和主要通道干净整齐。
·
Supervise the Parking Valets in handling guests’ vehicles
properly
·
监督车辆指引，正确引导客人车辆。
·
Prepare newspaper orders and co-ordinates with news vendor
for early delivery. Supervises Bellman
for newspaper delivery
预先准备协调预定报纸，监督礼宾员报纸派送。
·
Ensuring that all equipment (trolley, etc....) are in proper
condition and recorded properly
确保所有物品（手推车，等）摆放整齐和记录完整。
·
Must be fully conversant with emergency evacuation and fire
procedures and ensuring all uniformed staff are aware of these procedures
必须完全熟悉紧急疏散和消防程序,确保所有当班的工作人员知道到这些程序。
FINANCIAL RETURNS
财务回报:
·
Works
with superior in the preparation and management of the department’s budget.
Duties include:
与部门上级一起准备和制定部门预算。其中包括:
o
Assists
in co-ordinating the preparation of the departmental annual budget
协助完成部门整年预算的制定.
o
Assists
in monitoring and controlling departmental cost on an ongoing basis to ensure
performance against budget
协助和监控部门成本维持在一定水平上，确保完成绩效和预算。
o
Assists
in the preparation of the hotel strategic plan, goals program, and Front Office
Departmental Budget
协助准备酒店战略计划，目标项目和前厅部部门预算。
·
Must
constantly check to ensure that all P & P in the department and other
relevant practices are within the Brand Standard of IHG.
必须持续不断检查确保所有部门的政策和程序及相关实践符合洲际集团标准。
·
Maintain
a close communication with Reservations Manager and Director of Revenue to
ensure hotel transportation revenue be maximized
与预定经理和收益总监保持密切沟通确保车队收入最大化。
PEOPLE员工团队:
·
Maintain
appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture
of departmental employee
部门员工保持合适的标准行为，着装，卫生，制服，仪容仪表和姿态。
·
Provides
a fair and honest input to the Assistant Chief Concierge on Performance
Appraisal for all staff members
提供公平和诚实的员工表现评估给助理礼宾部经理。
·
Creates
a positive and motivating working environment to all staff at all times.
为员工创造一个积极工作环境，无时无刻鼓励员工。
·
To
be a Teacher to all staff and not criticize them negatively for poor
performance
成为所有员工的老师而不是批评他们糟糕的表现。
·
To
work side by side with the staff member instead of just giving instruction.
要与员工并肩工作，而不是只是给予指令。
·
Maintain
inter-departmental relationships to ensure seamless customer service
维护部门内部关系，确保对客服务质量。
GUEST
EXPERIENCE 宾客体验:
·
To
monitor and ensure that all staff provides warm attention to all guests,
especially Priority Club Reward and Ambassador Members and repeat guests.
监督和确保所有员工为所有宾客提供宾至如归的服务，特别是优悦会会员、大使会员和回头客。
·
Drives customer delight and
retention by being a role model in delighting guests in every single
interaction.
通过每一个与客互动的良好典范，驱动客户满意度
·
Actively obtains feedback from
guests to improve services and facilities.
积极地获得客人反馈以提高服务和酒店设施设备
·
Ensure guests preference and
comments are documented by staff frequently and action upon next check in.
确保将客人的喜好和意见记录在客人资料信息中以便于客人下次入住员工可以提供针对性的服务。
RESPONSIBLE BUSINESS 企业责任:
l Green Engage program conduct, make sure all new employees receive the
Green Aware training; and employees re-education.
制定绿色酒店计划，确保所有员工接受绿色环保意识培训和教育
l Contributes
towards regional charity activities as directed by Marcom.
为区域慈善活动的市场公关活动做出贡献。
ACCOUNTABILITY
职责
Number of employees supervised –
管理人员
Direct Bellman
直接 礼宾员
Indirect N.A.
间接 无
Annual
Operating Profit/Payroll Budget –
年度经营利润和薪金预算
·
Transportation budget
车辆预算
Key
Metrics –
主要绩效目标--
l
Department Training Program
部门培训计划
l
Driving Department revernue budget
驱动部门收入预算
l
Priority Club Rewards Enrollment
优悦会会员招募
l
InterContinental Ambassador Enrollment
洲际大使会员招募
l
Heart Beat Guest Satisfaction Tracking System
心语宾客满意度跟踪系统
l
Employee Survey
员工满意度调查
Decision
Making Responsibilities (Decision Rights) –
决策和责任（决策权）---
·
Matters
pertaining to Front Desk operations
与前厅部运营相关的事宜。
·
Within
the authority as assigned for Hotel Band 7 role
酒店职位7级所拥有职权范围。
QUALIFICATIONS
AND REQUIREMENTS 任职要求
Required
Skills –
工作技能---
·
Communication
skills are utilized a significant amount of time when interacting with others;
demonstrated ability to interact with customers, employees and third parties
that reflects highly on the hotel, the brand and the Company.
拥有在与他人交往时大多数时间所使用的沟通技能；完全代表酒店，品牌和公司与顾客，员工和第三方交往的能力。
·
Proficient in the use of Microsoft Office and Front
Office System
精通使用微软办公系统和前厅操作系统。
·
Good
writing & communication skill.
良好的书写和沟通能力。
·
Problem
solving and organizational abilities
解决问题和组织能力。
Qualifications
–
学历---
Diploma or Vocational Certificate in Hotel
Administration, Hotel Management or equivalent
具有酒店行政管理，酒店管理或相关的大专学历或职业证书。
Experience
–
工作经验---
1 years experience in front
office / guest services or related discipline including supervisory experience,
or an equivalent combination of education and experience.
拥有1年礼宾部工作经验，或与此相当的教育和相关工作经验结合的背景