Concierge Supervisor 礼宾部主管

Under the general direction of the Chief Concierge/Front Office Manager and within the limits of established by InterContinental Hotels Group and local policies and procedures, Responsible for providing accurate information concerning hotel facilities, venues and functions and handling guest inquiries. Supervises the issue of keys, mail, messages, telegrams and parcels to the guests. Respect, One Team and Service of the InterContinental Hotels Group and the brand ethos.
按照洲际酒店集团标准，在礼宾部经理和前厅部经理领导下，负责提供有关酒店设施，会议场所的准确信息，处理客人质询。监督客人钥匙、邮件、信息、电报、包裹的发送。增强员工的工作氛围，发扬洲际团队合作精神。
FINANCIAL RETURNS财务回报
Works with superior in the preparation and management of the department’s budget. Duties include:
与上级合作，准备及管理部门账目：
Assists in co-coordinating the preparation of the departmental annual budget
协助准备部门年度预算。
Controls and monitors departmental costs on an ongoing basis to ensure performance against budget
控制及管理部门花费，确保达到预算。
PEOPLE员工团队
Works with Superior and Human Resource Manager to ensure the departmental performance of staff is productive. Duties include:
与上级主管及人力资源部经理合作，确保部门有足够的人员工作。
Conduct on the job training in accordance with the departmental standards and procedures and maintain a record of progress for each staff member
按照部门标准及程序，组织员工工作培训，并对每位员工所获得的进步做出记录。
Provide input for probation and formal performance appraisal discussions in line with company guidelines
按照酒店政策，组织员工实习，并对员工的实习做出评价。
Ensure new staff attend Corporate Orientation within first month of hire
确保新员工在被雇佣的第一个月参加酒店培训。
Coach, counsel and discipline staff in breach of hotel policies and departmental procedures, providing constructive feedback to enhance performance
训练、指导员工工作，为员工提供建设性的信息回馈。
GUEST EXPERIENCE宾客体验
Assist guests with all inquiries, both hotel and non-hotel related. Conduct effective shift briefings to ensure hotel activities and operational requirements are known. Consult Log Book for information/request left by outgoing shift. Maintain detailed knowledge of the activities of the day and alert to any potential problems. Maintain adequate supplies of forms, brochures and ensure they are presented in line with hotel standards
回答客人有关酒店及非酒店的质疑,有效制作值班简报，确保员工知晓酒店活动及操作要求。查看前一个
值班在记事薄里留下的信息,详细了解酒店日常活动，警惕潜在问题,按照酒店标准，确保表格、小册子的
供给.
Maintain detailed knowledge of key occurrences in your city/location including directions to key points of interests, restaurants, theaters, shopping, cinemas, sporting and recreational facilities, banks, consulates, transport systems and special events
详细了解酒店附近的各个地方，如：餐厅、剧院、购物中心、电影院、娱乐场所、银行、领事馆、车站及其他特殊场所。
Manage outgoing guest mail, courier services, postage of parcels and freighting as directed by guests.
Manage all incoming guest mail, messages, telexes, facsimiles and special deliveries, in accordance with policy. Record incoming registered mail, telegram, parcel, telex in appropriate file. Receive telephone calls and take messages for guests who are out, in accordance with hotel policy. Night staff check mail, message of expected guests against the system/computer and expected arrivals
处理客人送出的邮件、包裹邮资及货物,按照酒店政策，处理送给客人的邮件、信息、传真、电报及其他特殊物品.存档记录好客人的挂号信、电报、包裹,按照酒店政策，在接到外出客人电话时，留言给客人, 夜班时，查看预期抵达客人的邮件、信息.
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
为行李部员工准备工作计划，安排假日及休息时间，考虑并预计大型活动安排，特别是早到或晚到及离店的客人安排。
Maintain order and security of guest keys and other selected keys kept in Front Office; ensuring key issue policy is followed. Assist others how to use Go-Concierge system. Make sure Concierge Lounge keep clean all the time, and the operation of Concierge Lounge maintain.
按照酒店钥匙政策，确保客人钥匙、前厅保存的其他钥匙的顺序及安全,帮助其他同事如何运用礼宾部运营系统,确保礼宾部要时刻保持卫生清洁, 和礼宾部休息区域的整洁.
RESPONSIBLE BUSINESS企业责任
Demonstrate Awareness of OH&S policies and procedures and ensure all procedures are conducted safely and within OH&S guidelines and ensure your direct reports do the same
证明了解职业健康及安全责任政策及程序，确保安全操作所有的程序，并确保直接报告也是一样。
Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures
了解职责相关内容，维护职业法，健康安全法。
Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly
熟悉财产安全，急救，火灾、紧急事件发生时的补救措施，设备的安全操作。
Initiate action to correct a hazardous situation and notify supervisors of potential dangers
实施行动对危险情况进行纠正，通报潜在的危险。
Log security incidents and accidents in accordance with hotel requirements
按照酒店要求记录安全事件及意外事故。
Perform other duties as maybe assigned by superiors
完成上级布置的其他工作