Service Leader - Concierge 服务主管-礼宾部

Duties and Responsibilities工作职责
PEOPLE团队成员
· Responsible for sorting and distributing guests and administrative mail and returning mail to the sender for forwarding mail
负责挑选和分发客人的信件及行政信件，并将无人接收的信件送返发信人。
· Prepares efficient work schedule for Bell Services, arranging holidays and vacation, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures
在考虑酒店入住情况和预测以及大规模的团组活动，特别是关于提前或延迟到达及离店的情况的前提下，为行李服务部员工准备高效的工作计划，安排节日和假日
· Ensures that all bell staff are neat, clean and punctual at all times and that they perform the task assigned to them promptly and efficiently
确保所有行李服务人员随时保持衣着整洁，工作守时，并且能够快速和高效的完成任务。
· Supervise and direct Bell Desk activities and Bell Staff
对行李服务台的活动和行李服务人员实施监督和指导。
· To participate hotel promotion selling activities.
出售月饼、圣诞促销活动券、新年促销活动券、及餐厅和其它部门平时的促销活动。


GUEST EXPERIENCE宾客体验
· Assist guests with all inquiries, both hotel and non-hotel related
协助客人各种与酒店相关或无关的问询
· Conduct effective shift briefings to ensure hotel activities and operational requirements are known
进行有效的交接班说明工作，以明确酒店活动和运营要求
· Maintain detailed knowledge of the activities of the day and alert to any potential problems
详细了解当日活动情况并留意各种潜在问题
· Maintain detailed knowledge of key occurrences in your city/location including directions to key points of interests, restaurants, theatres, shopping, cinemas, sporting and recreational facilities, banks, consulates, transport systems and special events
详细了解所在城市和地区的情况，包括去往主要地点的路线、以及关于餐馆、剧场、商场、电影院、体育场馆、娱乐设施、银行、领事馆、交通系统和特殊活动的信息
· Maintain adequate supplies of forms, brochures and ensure they are presented in line with hotel standards
保证供应足够的表格和手册，并确保其质量达到酒店标准
· Consult Log Book for information/request left by outgoing shift
查阅交班人员的工作日志，寻找相关信息和要求
· Manage all incoming guest mail, messages, telexes, facsimiles and special deliveries, in accordance with policy
按照相关政策，对发给客人的信件、留言、电传、传真和特快专递进行管理
· Manage outgoing guest mail, courier services, postage of parcels and freighting as directed by guests
按照客人的要求，对客人寄出的邮件、通过信使服务寄送的信件、 包裹的邮资和货运进行管理
· Record incoming registered mail, parcel in appropriate file
在相应的档案上对寄给客人的挂号信、电报、包裹和电传进行记录
· Prepare efficient work schedule for Bell staff, arranging holidays and vacations, taking into consideration projected occupancy and forecasts and any large group movements, especially those with early or late arrivals and departures
· 在考虑入住情况预测以及大规模的团组活动，特别是关于提前或延迟到达及离店的情况的前提下，为行李服务部员工准备高效的工作计划，安排节日和假日
· Ensures guest recognition programmes are maintained.
· 确保客人认知项目
· Actively obtains feedback from guests to improve services and facilities.
· 积极地根据客人的反馈改进服务水平和设施功能
· Enforces all quality standards and procedures from VIP guests’ pre‐arrival, to their arrival, during their stay till their departure.
· 执行所有有关预抵客人，入住客人，在住客人和离店客人的服务标准和程序
· Ensures FITs arriving and departing by limousine are met and greeted and are given a smooth and seamless check in and check out
· 确保预定酒店礼宾车接送服务的客人能得到迎接和问候，提供无缝连接的入住和退房手续
· Develops and in still the philosophy amongst staff to exceed guests’ needs at every point of contact.
· 对所有为客人服务的员工灌输提供超出客人期望服务的意识
· Is familiar with all happening in the hotel, arrivals, departures and see‐offs of guests staying in‐house or attending a function.
· 熟悉酒店所有活动和客人抵达与离店的信息，迎接或欢送所有在住和参与酒店活动的客人
· Is familiar with VIP room blocks and conducts random inspections of rooms.
· 熟悉重要客人房间平面图和组织任何房间的参观
· Ensures Lobby presence is maintained and lobby is kept neat, cleaned and maintained at all times.
· 随时确保大堂区域的整齐和洁净
· Ensures orderliness and manages the flow of traffic in the lobby, Front Desk and lift landing area.
· 确保大堂区域的运作顺畅和指引明确，包括前台区域和客房电梯间