礼宾部主管

· Practice R-Way Service; set an example to be followed.
实践R-Way服务， 以身作则。
· Directly responsible for the work of concierge
直接负责礼宾部的工作。
· The hotel guests provide courtesy professional service; Assist important guests check in and check out
对酒店的宾客提供礼貌专业的服务；协助重要宾客的入住和离店。
· The baggage section management, to ensure that all luggage have luggage label and safety in the right position
管理行李房，确保所有的行李有行李标签并且安全存放在合适的位置。
· Ensure that work area of all equipment in good working condition
确保工作区域内的所有设备处于良好工作状态.。
· Participate in the training of the staff work be responsible for the daily training, make a training plan
参与员工的培训工作。负责员工的日常培训，制定培训计划。
· To adhere to hotel service standards and be able to work in different areas in the hotel like main porch and banquet porch when asked for and required by the hotel supervisors.
坚持酒店服务标准，如上级要求， 能在不同区域内工作，例如；酒店走廊，宴会走廊。
· To welcome all guests arriving at the hotel.
欢迎所有到店客人。
· To escort guests to the rooms and familiarize them with the facilities.
引领客人到房间并介绍房间内设施。
· To assist guests at porch.
在走廊里协助客人。
· To call cars/ taxis for guests/ visitors.
帮助客人和来访者安排出租车和汽车。
· To maintain porch decorum and upkeep cleanliness of the area.
谦恭有礼，保持工作区域整洁。
· Be familiar with the property and services provided, as well as possess local knowledge, update with current events and places of interest.
熟悉酒店设施和服务项目，对本地情况了解，及时更新本地实事。
· Ensure department cleanliness is maintained at all times.
确保部门区域整洁。
· Ensure all guests experiencing a problem receive an appropriate response, any promised compensations is delivered and all guests receive appropriate follow up in a timely and professional manner by using the LEARN process.
确保所有客人的问题得到解决，履行一切承诺过的赔偿，通过运用LEARN程序确保客人得到专业及时地跟办。
· Know how to offer and arrange car rental, airline, train tickets and other traveling requirements.
了解怎样安排和处理租车、航班、火车票和其他旅行需求。
· Have a good knowledge of the local area including restaurants, bars, shopping facilities, sightseeing and location of corporate offices. Always recommend in-house services and facilities first.
了解本地情况，如餐厅、酒吧、购物观光场所及本地知名公司。先介绍店内服务设施。
· Be informed about special events & functions taking place in the city.
了解本市实事
· Have thorough knowledge of hotel fire regulations and policy, accident reports, safety programs, and what the direct duties are in relation to each.
对酒店消防规定和政策、意外事件报告、安全程序和相应的直接责任。确保所有员工得到适宜的操作程序培训。
· Be responsible for the ensuring that guest or operational issues are passed on to the centralized Guest Response area and are updated in all necessary Guest History databases.
确保客人或工作问题别及时反映到对客服务部门并更新全部有必要的客户历史。
· Ensure all or any unusual occurrences in the department are reported to the immediate supervisor.
及时向上级报告所有异常情况。
· Answer telephone calls within three rings and according to property’s standard.
根据标准，在电话铃响3声之内接听电话。
· Report to work on time with proper uniform, including nametag. Personal appearance must comply with the standard of the hotel.
报告工作时，着工服佩戴名牌。个人仪表必须遵照酒店标准。
· ENSURE logbooks, trace files, checklists are well maintained and listed/ followed accordingly.
确保工作日志，追踪档案文件，检查清单保存完好并遵照其执行。
· Attend training sessions and meetings as required.
如有需要参与培训会议。
· To always be on guard and alert especially at the porch, keep an eye on people coming in or going out of the hotel and keeping the Security Department and the Assistant Manager informed of any suspicious object, incident or characters.
时刻保持警觉，注意进出酒店的人并向保安部和大堂经理汇报一切可疑的人、物和事件。
· To perform any other duties as assigned by management.
完成管理层交给的任务。
· Maintain safety towards oneself as well as fellow associates and in-house or out-house guests by upholding safety policies and being responsible to report all occurrences to management and associates immediately, Support and act upon all safety programs. Ensure proper safety instructions are given and understand before operating any equipment.
支持酒店安全政策并贯彻，负责及时向管理层及员工报告一切发生的事件保证员工及酒店客人的安全。 确保员工在上岗前得到相应培训。
· Have knowledge about guest rooms, locations, amenities, features and all other services offered by the hotel such as Food and Beverage outlets, Banquet facilities, Fitness Club and be able to answer to all such guest related queries.
对客房、位置 、 客房用品以及其他餐饮、宴会、健康中心等方面的服务设施了
解并能解决客人的相关问题