Bellman 行李员

Principle Responsibilities & Position Purpose:
职责目标：

Escorts arriving and departing guests in a friendly, courteous manner to and from their accommodations, transporting their luggage. Acquaints each guest with room and features. To facilitate a memorable guest experience from arrival, during the stay, and to adhere to Hilton Brand Standards.
热情友好的帮助客人提携行李，引领客人到房间并提供所需服务。贯穿希尔顿品牌服务理念于服务当中给客人留下难忘而又愉悦的回忆。

Essential Responsibilities:
基本职责：

Retrieves guests items from cars , busses , vans and carts lifts ,carries and loads luggage and packages onto a bell cat to transport items throughout hotel to designated room navigates bell cart through public areas , guest room corridors and to elevators .
帮助客人寻找丢失在出租车上的物品。 通过专用行李车装卸通道为客人装卸行李。
Escorts customers to accommodations, visually inspects room and telephone and deficiencies such as towels to housekeeping immediately. Points out room features and directory for reference.
引领客人到房间，介绍酒店及房间的设施设备。快速巡视房间是否存在问题，及时通知相关部门予以解决。
Listens and responds to guest inquires using a positive, clear speaking voice. Answers questions and offers assistance giving accurate information regarding outlet hours, other hotel service, directions to local attractions or function rooms, car rentals, air line shuttle service, etc.
对于客人的需求予以积极快速的回应，提供准确信息，提供租车、旅游向导等服务。
Organizes and store luggage as necessary in a designate area.
将客人行李有序的寄存于指定地点。
Greets customers immediately with a friendly and sincere welcome. Remain calm and attentive, especially during heavy hotel activity and emergencies.
热情友好的问候客人。能成着冷静的应对各种突发情况。

Supportive Responsibilities:
其他职责：

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by management based upon the particular requirements of the company.
Takes an active role in the team by being kind, cooperative, and helpful and never forgetting the person behind the guest.
积极的工作，友好的为客人提供服务的同时招呼示意下一位客人
Actively takes part in training where and when required, attending formal training sessions and on the job training to ensure standards and develop skills and abilities.
积极参加所需的各种培训，提高工作能力。
Contributes to the hotel and team by sharing new ideas and suggestions for improvements, being innovative and creative to provide quality service and customer care to team members and guests.
致力于酒店工作，为酒店发展提供创造性的建议，为顾客和整个团队提供高品质服务。
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.
在前台和礼宾部的团队中起到积极做用，有效的沟通，确保达到目标。
Creating a warm and welcoming arrival for guests, ensuring that they feel expected and immediately “at-home” when they arrive.
为顾客提供热情周到的服务，有宾至如归感。
Ensures that all guests are greeted at the door.
第一时间问候客人。
Handles complaints promptly and efficiently, taking the necessary action, and informing the Duty Manager or Guest Service Manager for follow up, where appropriate. Follows up with all guests to ensure satisfaction with problem resolution.
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。
Maintains awareness of guest’s profile and specific preferences, ensuring that they are acted upon for each reservation.
维护顾客档案和信息，确保预订的有效性和准确性。
Ensures that VIP guests are treated personally and recognized as an individual.
确保VIP客人的待遇。
Promotes HHonors and its associated benefits to guests who are not already enrolled in the program. Ensures that existing HHonors members receive personal and professional service that recognizes them as important guests and that their benefits are received.
引入新的荣誉客会会员，确保会员应得利益，为会员提供优质专业的服务。。
Ensures 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.
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。
Handles and stores guests’ luggage in a safe and secure, organized and systemized way.
有条理的安放和储存客人的行李并确保安全。
Responsible for ensuring that 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.
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。
Has knowledge of the hotels facilities and services as well as basic knowledge of Hilton International, MEAP & other properties in China.
掌握希尔顿酒店的基本概况。
Is up to date with information on facilities, attractions, and places of interest, sights and activities in and around hotel.
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。
Handles and delivers messages, receives and distributes packages, and the daily post and correspondence of both guests and the hotel
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。
Applies Hilton Brand Standards in each and every action, acting as a role model and example of how the standards should be carried out in a practical setting.
遵循希尔顿品牌标准。
Reports problems with hotel systems, hardware or facilities to the appropriate party and follows up to ensure that corrective action has been taken.
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。
Effectively communicates, coordinates and cooperates with Housekeeping, F&B, Engineering and .IT
与餐饮部，客房部，工程部，IT等进行有效的沟通及合作。
Ensures that the Chief Concierge is kept aware and up to date of operational issues.
确保首席礼宾司知道要完成的任务。
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.
确保信息有效的传达到人，及时解决问题让客人满意，参加每日必须的会议等。
Complies with Health & Safety, Emergency Management, disaster Manual, and Fire procedures and regulations. Takes part in the fire team when and where directed.
按照健康安全，危机管理部门，灾难处理方法，救火程序执行。必要的时候加入救火。
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.
严格遵守现金收付手续 ，收取现金，信用卡，转帐，代金券等。
Adheres to the company credit policy at all times when handling cash, credit card transactions, city ledger, providing currency exchange services, LPO and third party payments for rooms, meetings, F&B and any other charges that may be incurred by guests.
在收取现金，信用卡，代金券，公司或第三方付费等服务时严格遵守酒店规定。
Maintains awareness of sales opportunities within the hotel, maximizing revenue in an ethical and responsible manner, ensuring the guests receive value for money and adhering to Hilton Brand Standards.
抓住商机，用合理的方式提高酒店收入，确保客人物有所值。
To undertake any other reasonable task or request as directed by the management.
接受部门其他合理的任务或要求的安排。
The management reserves the right to change / extend this job description if necessary at any point of time during her / his employment.
如有必要，该部门有权更改或补充该职位描述
Picks up and delivers guest laundry to and from guest room in timely, accurate manner. Delivers morning newspapers, Zipout checkout packets, mail, packages faxes etc. To specific guest room.
负责将报纸,结帐单，包裹，邮件等送至客人房间。
Cleans and polishes carts and other equipment used in the department.
负责行李车的日常清洁和保养。
Answers the bell desk phone and provides information as needed.
接听礼宾台电话，应客人的不同需求提供服务。
Reads and matches luggage tags, writes claim tickets and detaches portion to give to desk.
行李牌的登记及行李的分发。
Assimilate into The Hilton Family PRIDE/CARE culture through understanding, supporting and participating in all elements of PRIDE/CARE. Demonstrate working knowledge of the service standards.
通过学习希尔顿关爱，把希尔顿关爱理念运用到服务中去。

Specific Job Knowledge, Skill and Ability:
工作技能技巧要求

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.
Ability to understand and follow written or verbal instructions
能遵照指示工作。
Ability to effectively deal with internal and external customers, some of whom will require high levels of patience tact and diplomacy to defuse anger and collect accurate information.
擅长于处理宾客关系，能快速有效的应对各种问题。
Ability to read English language sufficient to ascertain information from luggage tags and claim checks to write numbers and names on claim checks and rooming lists.
一定的英语阅读能力确保能获取行李牌上的信息，以及托运行李上的相关信息。
Ability to grasp, lift and carry or otherwise move packages, boxes and luggage up to 100lbs. continuously throughout shift.
有一定负重能力，能在当值期间持续搬运行李和重物。
Ability to stand, walk and sit and continuously perform essential job functions.
能持续因工作需要的站立，行走等
Sufficient manual dexterity in one hand to be able to load and unload luggage
能专业的装卸行李。