Concierge Supervisor 礼宾部主管

Greets customers immediately with a friendlyand sincere welcome .Responds to inquire with accurate information regardinghours of outlet operation, directions to local attractions, or meeting rooms,car rentals and airline shuttle service, etc. according to individual needs.
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。
Answers telephone calls and inputs messagesinto the computer. Retrieves messages and communicates contents to the guest.Retrieves mail, small packages, and facsimiles for customers as requested.
负责接听礼宾部电话，处理客人留言，包裹，邮件及传真。
Arranges and confirms recreation, businessand dining activities both inside and outside the hotel. Promptly responds torequests for dentists , doctors ,child care , florists, etc.
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。
Registers VIP guests by inputting andretrieving information from a computer system, confirming pertinent informationsuch as guest name, number of guests and room number. Provide professional andpersonal service.
通过电脑系统查询确认VIP客人的名字，房号，人数等相关信息确保提供更专业更人性化的服务。
Responds to guest complaints, conductsresearch to develop the most effective solutions and negotiates results.Listens and assists in resolving problems such as price conflicts, insufficientheating or air conditioning, etc.
Remains calm and alert especially duringemergency situations and heavy hotel activity.
处理客人投诉，如客人对价格不满，空调或供暖系统的不足等，遇突发事件时能成着冷静应对。
Distributes printed materials such asbrochures of local attractions or other Hiltons
分发酒店及希尔顿集团宣传资料。
Takes an active role in the team by beingkind, cooperative, and helpful and never forgetting the person behind theguest.
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 the team,facilitating formal training sessions and on the job training to ensure thatall team members are of the same standard. Also attends training where and whenrequired
积极地参加职业培训,让员工保持水平一致。
Contributes to the hotel and team by sharingnew ideas and suggestions for improvements, being innovative and creative toprovide 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 andconcierge team, ensuring effective communication and working as a team in orderto 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 forguests, ensuring that they feel expected and immediately “at-home” when theyarrive.
为顾客提供热情周到的服务，有宾至如归感。
Ensures that the concierge team escortsguests to their room that the hotel facilities and room features are explained,and that luggage is delivered in a prompt manner.
将客人送至客房，介绍客房布局，确保行李及时送达。
Handles complaints promptly and efficiently,taking the necessary action, and informing the Duty Manager or Guest RelationsManager for follow up, where appropriate. Follows up with all guests to ensuresatisfaction 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 andspecific 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 treatedpersonally and recognized as an individual.
确保VIP客人的待遇。
Promotes Honors and its associated benefitsto guests who are not already enrolled in the program. Ensures that existing Honorsmembers receive personal and professional service that recognizes them asimportant 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 that the concierge team facilitate aprompt departure for all guests by ensuring that their luggage is brought fromtheir rooms promptly when requested, or offered assistance when in the lobby.Also to ensure that all guests are offered to make arrangements fortransportation 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 safeand secure, organized and systemized way.
确保客人的行李物品安全存放。
Responsible for ensuring that the lobbyappearance is neat and tidy, and that public areas are called when necessary.Responsible for ensuring that hotel material and information is stocked andavailable 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。
Manages the storage and organization ofguests’ luggage in a safe and secure, organized and systemized way.
有条理的安放客人的行李，确保安全。
Has knowledge of the hotels facilities andservices as well as basic knowledge of Hilton International, MEAP & otherproperties in China.
掌握希尔顿酒店集团的基本概况。
Is up to date with information and hasdetailed knowledge of facilities, attractions, and places of interest, sightsand activities in and around Hotel. Imparts this knowledge to other teammembers.
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。
Monitors the sale of postage stamps,telephone cards and other items and maintains a cash float.
对出售的邮票，电话卡和其他物品，现金兑换等进行管理。
Ensures that the concierge team correctlycarries out ticket reconfirmation, safari bookings and makes guest reservationswhen required.
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 correctlyhandles and delivers messages, receives and distributes packages, and the dailypost and correspondence of both guests and the hotel
确保礼宾部准确的传递信息，保证酒店和宾客每日包裹邮件的收发。
Responsible for managing guest airporttransportation, ensuring pick-ups and drop-offs are completed on time and themost effective use of the drivers’ time is made.
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。
Inputs information in to Fidelio regardingguests, ensuring accuracy and that all details are completed and that theinformation can be clearly understood by other team members.
将准确完整的信息录入酒店管理系统，以便大家分享。
Applies Hilton Brand Standards in each andevery action, acting as a role model and example of how the standards should becarried out in a practical setting.
遵循希尔顿品牌标准
Effectively communicates, coordinates andcooperates 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。
Reports problems with hotel systems, hardwareor facilities to the appropriate party and follows up to ensure that correctiveaction 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。
Ensures that the Chief Concierge is keptaware 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, ensuringthat all necessary details are communicated to the intended person and that anypending action is completed and guest satisfaction confirmed. Attends dailybriefings, shift handovers, meetings and reads the log book on a daily basis.
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。
Manages and maintains the Concierge Deskstock and that it is not wasted, maintaining costs where able.
对礼宾部日常用品予以管理控制，节约成本。
Keeps up to date and aware of competitoractivities in order to be informed.
警惕商业竞争行为，并及时上报。