礼宾主管 Concierge Supervisor

Essential duties and responsibilities – (Key activities)
· 遵守酒店及部门的各项规章以及服务程序
Maintains complete knowledge of and complies with all departmental policies, service procedures and standards.
· 确保持续地为酒店客人提供高水平的服务
Ensures that standards are maintained at a superior level on a daily basis at all times.
· 熟练使用酒店的设备设施
Maintains complete knowledge of correct maintenance and use of equipment.  Uses equipment only as intended
· 预测客人的需求，及时为客人解答
Anticipates guests' needs, responds promptly and acknowledge all guests, however busy and whatever time of day.
· 与客人保持良好的关系
Maintains positive relations with guest at all times.
· 为客人处理投诉，确保客人的满意度
Resolves guest complaints, ensures highest level of guest satisfaction.
· 确保工作区域整洁有序
Monitors and maintains cleanliness, sanitation and organization of assigned work areas.
· 长期的知识储备
Maintains complete knowledge
· Meets with Chef Concierge/Assistant Chef Concierge to review business status and follow up actions.
与首席礼宾司/副礼宾司进行沟通，了解需要跟进的事宜
· Accesses all functions of computer system in accordance with departmental specifications.
根据部门要求，使用电脑系统
· Sets up work station with necessary supplies; maintains cleanliness throughout shift.
办公用品摆放得当，确保工作区域整洁有序
·  Legibly completes requisition for additional supplies/materials
确保办公用品充足
· Maintains updated resource materials on all vendors and information to accommodate guest requests.
及时跟新第三方供应商的信息，以满足客人的需求     
· Reviews designated in-house guest list and be familiar with guests' names and room locations.
核查住店客人名单，熟悉酒店客人的姓名以及房间位置
· Answers department telephone using correct salutations and telephone etiquette.
根据酒店的服务标准，接听电话
· Accommodates all guest requests expediently and courteously.  Follows up with designated hotel personnel to ensure completion of request.
高效地为客人提供服务，与酒店的其他部门合作，尽可能地满足客人的需求