礼宾部主管 Concierge Clerk

Major Functions
主要职能
To attend to the daily functions of theConcierge and to provide information and assistance to all hotel guests asrequested.
确保每日礼宾部运转正常并且向住店客人提供信息咨询及其他帮助。
Specific Duties
具体职责
Responsible tohandle all guest requests and to solve any guest complaints.
负责为客人提供帮助并且处理客人投诉。 Ensure that theHospitality and the Guest Response Programs are being followed and monitored.根据标准确保服务质量和对客回应的程序。 Be familiar withcultural differences to meet guest's specific needs and requirements.了解客人的文化差异以便提供周到的服务。 Provide informationto guests about :向客人提供以下信息咨询及服务：
local areas (e.g. social, cultural, historicaland physical attractions), location and hours of operation本地信息（例如社会信息，本地文化，历史和旅游景点），位置和开放时间。all hotel facilities (e.g. the hours ofoperation, location, daily and weekly events)酒店内的设施（例如营业时间，位置，平日和一周的活动及促销）local area's restaurants and theatre/musicalproductions本地的餐厅，剧场信息。以及相关的演出信息。airline, automobile rental, transportationdirections, office services, and beauty/barber establishments机票，租车，为客人指路，提供文秘协助，以及安排美容美发服务等。
Make reservationsand arrangements for events, transportation, local attractions, restaurants,etc. as tours as requested.为客人预定活动，往返交通，本地旅游，餐厅定坐等。 Procure services;provide information and reserve services and/or use of bonded babysitters,reputable athletic clubs, etc.提供信息咨询，预订服务，安排为客人照看儿童，以及安排到著名的健身俱乐部健身等。 Each associate isexpected to carry out, within their capabilities, all reasonable requests bymanagement.根据每个员工的能力安排工作以确保管理层的任务准确完成 Maintain the RepeatGuest Program and the VIP Program. Ensure that the above-mentioned clienteleare receiving the type of service they deserve and follow up with guestrelations to ensure that all requests are carried out.确保实行常客计划和VIP接待计划。确保以上客人得到应有的服务并协助宾客关系主任协助客人解决他们的问题。 General Duties:基本要求：Be well groomed and conform to the hotel'sdress code and deportment.
确保根据酒店的标准打理仪容仪表，保持良好的形象。 Be informed about daily operations and events.了解当日的运作状况和会议活动。 Be highly visible during extraordinary events.确保在酒店大型活动时在大堂待命。 Be familiar with sales strategies; communicatedaily with reservation sales.了解酒店的市场战略，每日保持和预订部的良好沟通。 Develop a thorough knowledge about all brandsin Marriott's portfolio.了解万豪集团品牌所有品牌知识。 Know all frequent customers and be familiarwith their special requests. Ensure that their needs are met.掌握酒店的常客信息和特殊要求。确保客人的要求得到满足。 Be familiar with cultural differences and knowcorrect behaviour for each culture. Also know the different protocols andetiquette.了解文化差异并且行为得当。了解其他文化的礼节礼仪文化等。 Be knowledgeable about all emergency plans andknow how to act upon them.掌握酒店的应急处理程序并熟练操作。 Report any unusual occurrences immediately tothe front office manager如有任何异常情况立刻向前厅部经理报告。 At all times strive to represent Marriott inthe most professional and courteous manner.时刻保持专业和礼貌的形象以展现万豪集团的企业形象。 Safety Awareness:安全意识：
Maintain safety by adhering to safestpolicies, being responsible to report all accidents immediately. 认真贯彻酒店安全程序和措施，及时汇报所有的事故。 Support all safety programs. Proceed withcaution when walking on slippery floors.认真执行所有安全相关的项目。在湿滑的楼道中走动要保持小心。Ensure proper safety instructions are givenbefore operating any equipment.操作任何设备前确保员工熟知安全操作规范。