礼宾部领班/主管 Concierge Captain/Supervisor

JOB OVERVIEW职位概述
• Responsible for the efficient handling of guest luggage, adhering to proper check-in and check-out procedures, rostering of staff, directing and supervising the uniform services staff and to check/maintain the cleanliness of ground floor lobby and main entrance.
• 负责按照正确的入住和离店工作程序高效率的处理客人的行李，编排工作人员的工作班次，指导和监督身着制服的员工，并检查和保持一楼大厅和正门的卫生保洁。
At InterContinental Hotels & Resorts® we want our guests to feel special, cosmopolitan and In the Know which means we need you to:
• Be charming by being approachable, having confidence and showing respect.
• Stay in the moment by understanding and anticipating guests’ needs, being attentive and taking ownership of getting things done.
• Make it memorable by being knowledgeable, sharing stories and showing your style to create moments that make people feel special.
在洲际酒店及度假村®，我们希望宾客感觉风格独特、时尚现代和深入洞悉，这意味我们需要你：
• 亲切、充满自信、体现尊重来展现富有魅力的你。
• 理解和预测宾客的需要、做到细心周到、具主人翁精神、把事情办好，保持专注当下。
• 见多识广、分享阅历、展现你的风格来创造令人感觉特别的时刻，做到令人难忘。
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
• 依照洲际酒店及度假村前厅部工作手册中规定的工作程序，确保所有客人进行交接班说明工作，确定了解酒店活动和运营要求和抵店和离店时均有服务人员为其提送行李，甚至为其储存。
• Be thoroughly aware of arrivals and departures of each day with emphasis on VIP’s, IHG Rewards Club Members, groups and crew movements.
• 详细了解每天客人 进行交接班说明工作，确定了解酒店活动和运营要求抵店和离店的情况，重点留意贵宾、优悦会会员和团组的活动。
• To work closely with Guest Relations Officer to ensure baggage for VIP’s, IHG Rewards Club Members are delivered promptly
• 与宾客关系主任密切合作，以确保贵宾和优悦会会员的行李得到迅速派送。
• To assist the Doorman and supervise on traffic control along the driveway during peak hours
• 在高峰期对门僮进行协助，并监督对车道的交通控制。
• Conducts daily briefing and to ensure that all uniform service staff are kept up to date, properly instructed and 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.
• 进行每日例会，以确保所有着装服务人员了解最新情况并得到正确指导，并保证工作开始前所有员工的穿着均符合规定、干净整齐。同样，员工的外表也应随时给人以干净、精明和整洁的印象。
• Be responsible for training Bellman, Parking Valets and Doorman, in their respective jobs (by identifying training needs)
• 负责（通过发现培训需要）对应接服务员、停车场服务员和门僮就其各自岗位职责进行培训。
• Ensure that all staff are fully informed and knowledgeable on hotel facilities and its surrounding areas
• 确保所有员工了解并熟知酒店设施及周边区域的情况。
• Ensure that the surrounding areas at the lobby level and main entrance are clean
• 确保大厅和正门周边区域的清洁。
• Supervise the Parking Valets in handling guests’ vehicles properly
• 监督停车场服务员对客人车辆合适处理。
• Prepare newspaper orders and co-ordinates with news vendor for early delivery. Supervises Bellman for newspaper delivery
• 负责报纸预订工作，并与报纸供应商协调早晨送报事宜。监督应接服务员送报情况。
• Ensuring that all equipment (trolley, etc....) are in proper condition and recorded properly
• 确保所有设备（手推车等）保养良好并得到准确记录。
• Must be fully conversant with emergency evacuation and fire procedures and ensuring all uniformed staff are aware of these procedures
• 熟知紧急情况疏散和防火工作程序，并确保所有穿著酒店工服装的员工了解这些程序。
QUALIFICATIONS AND REQUIREMENTS任职要求
Required Skills –技能要求
• 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。
• Able to read and write English
• 能够读写英语
Qualifications –学历
• High School or Vocational Certificate in Hotel Administration, Hotel Management or equivalent
• 具有高中或酒店行政管理，酒店管理或相关的专业证书。
Experience –经验
• 1 year experience in guest service or customer service, or an equivalent combination of education and experience.
• 拥有1年宾客服务工作经验，或与此相当的教育和相关工作经验结合的背景。