礼宾主管/Concierge Supervisor

1.诚挚友好的问候客人。快速精准的回答和应对客人提出的问题及要求，其中包括各消费场所的营运时间，景区景点指南，租车服务及机场接送服务等。
Greets customers immediately with a friendly and sincere welcome. Responds to inquires with accurate information regarding hours of outlet operation, directions to local attractions, or meeting rooms, car rentals and airline shuttle service, etc, according to individual needs.
2.负责接听礼宾部电话，处理客人留言，包裹，邮件及传真。Answers telephone calls and inputs messages into the computer. Retrieves messages and communicates contents to the guest. Retrieves mail, small packages, and facsimiles for customers as requested.
3. 代客预订店内及店外的餐厅和娱乐场所。为医疗保健，托婴，送花等服务提供协助。
Arranges and confirms recreation, business and dining activities both inside and outside the hotel. Promptly responds to requests for dentists, doctors, child care, florists , etc.
4. 依照酒店人员录用及相关条例应聘，培训，监督，管理礼宾部员工。
Hires, trains, supervises, disciplines concierge team member. Schedules team member in accordance with hotel manages department budget, including approval of payroll.
5.协助酒店销售部门处理好会议及团队客户的各项需求，提高客户满意度。
Creates activities and provides information and support to ensure total guest satisfaction for group clientele. Works with the sales department and attends pre –con meetings.
5.沉着冷静的应对和处理各类客人投诉，如：客人对价格不满，空调或供暖系统的不足等。
Responds to guest complaints, conducts research to develop such as price conflicts, insufficient heating or air conditioning, etc. Remains calm and alert especially during emergencies and heavy hotel activity.
6.做队员的导师，提高员工水平，促进他们完成所设立的目标。Acts as a coach and mentor to team members, reinforcing standards and expectations and motivating team members to strive for established targets.
7.培训部门高潜能员工，促进工作水平的提高及进一步的职业规划。Is involved with succession planning and development of high potential team members to ensure that all team members are trained to progress to the next level of their career.
8.简单易懂的培训新员工，使其尽快达到胜任工作的最低标准,了解公司的期许与要求。
Responsible for the smooth induction and facilitation of training for new team members, ensuring that they are trained to the minimum level standard, that they can competently complete their job, and that they know what is expected of them.
9.积极主动的加强前台与礼宾部的有效沟通，确保达到目标提供高质量的服务。
Takes an active role in the front desk and concierge team, ensuring effective communication and working as a team in order to reach goals and targets.
10.将客人送至客房，介绍客房布局，确保行李及时送达。
Ensures that the concierge team escorts guests to their room that the hotel facilities and room features are explained, and that luggage is delivered in a prompt manner.
11.采取必要行动，及时有效的处理顾客的不满，适当的时候告知值班经理或宾客关系经理。回访客人，确保客人对解决方法满意。Handles complaints promptly and efficiently, taking the necessary action, and informing the Duty Manager or Guest Relations Manager for follow up, where appropriate. Follows up with all guests to ensure satisfaction with problem resolution.
12.如有需要，帮助客人拿取行李，确保客人及时办理离店，安排运送，同时欢迎他们再次光临。
Ensures that the concierge team facilitate a prompt departure for all guests by ensuring that their luggage is brought from their rooms promptly when requested, or offered assistance when in the lobby. Also to ensure that all guests are offered to make arrangements for transportation and that they are invited back and farewell.
13.有条理的安放和储存客人的行李并确保安全。
Manages the storage and organization of guests luggage in a safe and secure, organized and systemized way.
14.确保大厅的整洁卫生，及常用客用资料和物品等的补充更新。Ensures that the concierge team maintains the lobby appearance is neat and tidy, and that public areas are called when necessary. Responsible for ensuring that hotel material and information is stocked and available for guests.
15.了解酒店周边地区的最新信息，名胜，风景地等，为顾客提供方便。将这些知识与团队成员分享。
Is up to date with information and has detailed knowledge of facilities, attractions, places of interest, sights and activities in and around hotel. Imparts this knowledge to other team members.
16.确保根据不同需求为宾客提供票务信息确认，预定等服务。Ensures that the concierge team correctly carries out ticket reconfirmation, safari bookings and makes guest reservations when required.
17.确保礼宾部准确的信息传递，保证酒店和宾客每日包裹邮件的正常收发。
Ensures that the concierge team correctly handles and delivers messages, receives and distributes packages, and the daily post and correspondence of both guests and the hotel
18.为客户提供机场接送服务并最大效率的安排司机的工作时间。Responsible for managing guest airport transportation, ensuring pick-ups and drop-offs are completed on time and the most effective use of the drivers time is made.
19.将准确完整的信息录入酒店管理系统，以便大家分享。
Inputs information in to Fidelio regarding guests, ensuring accuracy and that all details are completed and that the information can be clearly understood by other team members.
20.对酒店设施设备的非正常运转予以及时报告，并跟进直至问题解决。
Reports problems with hotel systems, hardware or facilities to the appropriate party and follows up to ensure that corrective action has been taken.
21.确保信息的有效传达，及时解决问题提高满意度，参加例会及日常会议等。
Passes on information effectively, ensuring that all necessary details are communicated to the intended person and that any pending action is completed and guest satisfaction confirmed. Attends daily briefings, shift handovers, meetings and reads the log book on a daily basis.
22.对礼宾部日常用品予以管理控制，节约成本。
Manages and maintains the Concierge Desk stock and that it is not wasted, maintaining costs where able.
23.遵照执行健康安全，危机管理，灾难救助，火灾预警程序。必要的时候加入 救火。
Complies with Health & Safety, Emergency Management, disaster Manual, and Fire procedures and regulations. Takes part in the fire team when and where directed.
24.严格遵守现金收付手续，收取现金，信用卡，转帐，代金券等。Adheres strictly to standard cash handling procedures, ensuring to balance float and drop the required amount. Manages cash, credit card, city ledger, voucher and all other forms of payment correctly.
25.如有必要，该部门有权更改或补充该职位描述。
The management reserves the right to change / extend this job description if necessary at any point of time during her / his employment.
26.完成任何其他合理的职责和被指派的职责。
Carries out any other reasonable duties and responsibilities as assigned.