领班-礼宾部 TL-Concierge

1.确保所有员工遵循品牌承诺并始终提供优异的对客服务。
Ensures that all Concierge employees deliver the brand promise and
provide exceptional guest service at all times.
2.确保礼宾部员工适时的为其他部门员工提供同样优质的服务。
Ensures that Concierge employees provide excellent service to internal
customers as appropriate.
3.确保所有礼宾部员工和行李员知悉最新的促销信息，规章制度及其他重要信息。
Ensures that all Concierge and Bell Desk employees are aware of current
promotions, policies and other important information.
4.确保所有礼宾部员工和行李员知悉最新的促销信息，规章制度及其他重要信息。
Ensures that all Concierge and Bell Desk employees are familiar with the
hotel’s products and services.
5.礼貌并有效地处理客人和员工的投诉或询问，跟进确保问题的圆满解决。
Handles all guest and internal customer complaints and inquiries in a
courteous and efficient manner, following through to make sure problems are
resolved satisfactorily.
6.经常性地亲自确认客人得到尽善尽美的服务。
Personally and frequently verifies that guests are receiving the best
possible service.
7.繁忙时期确保礼宾部和行李部均能有条不紊地运作并实现酒店的品牌承诺。
Spends time in Concierge and Bell Desk areas during peak periods to
ensure that the area is managed well by the respective team and deliver the
brand promise.
8.与客人之间建立和谐的客服关系并长久保持。
Establishes a rapport with guests maintaining good customer
relationship.
9.保持与顾客和同事之间良好的合作关系。
Maintains positive guests and colleagues interactions with good working
relationships.
10.确保所有员工始终为客人提供礼貌和专业化的服务。
Ensures all employees provide a courteous and professional service at
all times.
11.确保全部的顾客留言，信件，传真和包裹的正确迅速地分类及分发。
Ensures all guests' messages, mail, faxes
and parcels are handled and distributed promptly.
12.确保所有顾客需求和要求得到及时关注并以正确的方式处理。
Ensures that all guest requests and
requirements are attended to promptly and handled in the correct manner.
13.始终确保迅速、准确和高效的电话和留言服务。
Ensures speedy, accurate and efficient
telephone and message service at all times.
14.确保与所有部门的沟通和协调工作顺畅有效，特别是与前台、销售、客房、维修、电话、保卫等部门之间。
Ensures that communication and co-ordination
of all Departments, with particular emphasis on the interaction between
Concierge and Front Desk, Sales, housekeeping, Maintenance, Telephone, Security
are smooth and efficient. .
15.负责给所有客人提供友善、迅捷的服务。
Responsible for the provision of friendly
and efficient service to all guests.
16.确保服务符合品牌标准的基本要求，适时提供更多可供选择的品牌服务。
Ensures that all company minimum brand
standards have been implemented, and that optional brand standards have been
implemented where appropriate.
17.与客人建立并保持良好的关系。
Establishes a rapport with guests,
maintaining good customer relationship.
18.贯彻主人翁精神，并以身作则。保持良好的商业意识，尽可能抓住每个盈利机会。
Exemplifies and instils upon the employees
the ownership and a sales attitude to maintain awareness of all sales
opportunities within the Hotel.
19.确保礼宾部的柜台、及储藏室的干净并妥善保养设备设施。
Ensures cleanliness and maintenance of the
Concierge counter, equipment and storage.
20.确保所有运营设备状态良好，并在需要时提出维修要求。
Ensures operating equipment is maintained in
good working order and to report maintenance requirements.
21.经常性的亲自确认客人、员工得到符合酒店标准的服务。
Personally and frequently verifies that
guests, employees and members of the public utilising the Concierge services
are receiving service in line with Hyatt International standards.