礼宾部主管 Concierge Supervisor

1. Be prepared for each daily activity and holdpre-shift briefing with associates.
为每一项日常活动做好准备，并与同事们举行早班简报会。
2. Ensure all associates are aware of role andresponsibilities and operate within their guidelines.
确保所有员工都意识到角色和责任，并在指导方针内操作。
3. Ensure uniform, nametags, and personal appearanceare clean, hygienic, professional and in compliance with company policies andprocedures.
确保制服、铭牌和个人仪表干净、卫生、专业，符合公司的政策和程序。
4. Ensure department cleanliness is maintained at alltimes.
确保部门保持清洁。
5. Each associate is expected to carry out allreasonable requests by management, which the associate is capable ofperforming.
每个同事都希望通过管理来执行所有合理的要求，而管理人员能够执行这些要求。
6. Maintain efficiency in the operation of theassociate in a high standard of quality of service and courtesy, bringing totalsatisfaction to our guests and the hotel.
在高质量的服务和礼貌的服务中保持员工的工作效率，给客人和酒店带来全面的满足。
7. Conduct frequent hospitality audits to ensure theassociate are conducting themselves in the manner appropriate for thedepartment. Ensure Service Excellence Standards are in place.
进行定期检查，以确保员工以适合本部门的方式行事。确保服务质量标准到位。
8. Develop and maintain positive and productiveworking relationship with other employees and departments.
与其他员工和部门保持积极有效的工作关系。
9. Constantly stress to the associate that they arethe most effective tools in merchandising the hotel. Establish a “sales pitch” for the associate to usewhen assisting guests.
不断地向同事强调，他们是酒店营销中最有效的工具。在协助客人的时候，建立一个“推销计划”。
10. Maintain fair and consistent counseling and/ordisciplinary procedures in accordance with Marriott’s Guarantee of FairTreatment Policy.
根据万豪的公平待遇政策，维护公平、一致的咨询和/或纪律程序。
11. Partner with assist others to promote anenvironment of teamwork and achieve common goals.
与他人合作，促进团队合作，实现共同目标。
12. Protect the privacy and security of guests andco-workers, maintain confidentiality of proprietary materials and information.
保护客人和同事的隐私和安全，维护专有资料和信息的机密性。
13. Talk with and listen to other employees toeffectively exchange information.
与其他员工交谈，倾听他们的意见，有效地交换信息。
14. Supervise the subordinates in running the deskssmoothly and up to the hotel standards
监督下属顺利地运行，达到酒店标准。
15. Dispatch bell staff as needed.
根据需要派礼宾员工。
16. Greet guests and inform them of property amenities,services, and hours of operation, and local areas of interest and activities,open doors and assist guests/visitors entering and leaving property.
向客人告知他们的酒店设施、服务和营业时间，以及当地的有趣活动，开门并协助客人/访客进入和离开酒店。
17. Have bellboy assist with luggage storage andretrieval, transport guest luggage to and from guest rooms and/or designatedbell area.
让行李员协助行李的存放和取回，将客人的行李送到客房 和/或指定的贝尔区。
18. Assign bellboy in delivering newspaper andmessages.
分配行李员送报纸和信件。
19. Handle parcels received and items hold forcollection.
处理收到的包裹和寄存的物品。
20. Assign bellboy in paging guests in lobby
在大堂的客人中分配行李员。
21. Ensure equipments are properly used.
确保设备正确使用。
22. Keeping update schedule on transportation/train& flight
在交通时间表/火车和航班上保持更新时间表。
23. Ensure baggage room, baggage holding area and workareas are neat and tidy.
确保行李房、行李存放区和工作区域整洁。
24. Ensure that flags at the Hotel entrance are hoistedproperly.
确保酒店入口的旗帜正确升起。
25. Arrange transportation (e.g., taxi cab, shuttlebus, limousine/sedan service) for guests/visitors, and record advancetransportation request as needed.
为客人/访客安排交通(如出租车、班车、豪华轿车/轿车等)，并根据需要提前记录运输要求。
26. Keep close communication with other sectionsregarding car arrangements.
与其他部门保持紧密的沟通。
27. Be highly familiar with all emergency proceduresand evacuation plans.
Maintain and enforce all Marriottservice Standards.
熟悉所有紧急程序和疏散计划，维护和执行所有万豪服务标准。
28. Ensure that Guest Response Process is in place andall follow-up calls are made.
确保客人的反应过程到位，所有的跟进电话都已经发出。
29. Actempowered by using the compensation guidelines.
根据原则使用补偿协议。
30. Follow up with guests to ensure their requests orproblems have been met to their satisfaction.
跟进客人，确保他们的要求或问题得到满足。