礼宾副理 Assistant Manager - Concierge

§ 确保礼宾部的有效运行,并根据有关理念表现出始终如一的礼貌,专业,有效和灵活的服务态度。
Ensures the smooth running of the Concierge department and related areasaccording to the established concept statement providing courteous,professional, efficient and flexible service at all times.
§ 确保客人满意,以及所有员工遵守酒店所制定的部门营运守则。
Maintains guest satisfaction and that all Associates adhere to Policies& Procedures as laid out in the Department Operations Manual.
§ 组织每天所在班次的例会，宣布每天的住房率、到店客人、离店客人、发生的各种一般尤其是特殊事件,以及需要注意的事项。
Conducts daily pre-shift briefings to Associates on room occupancy,arrival and departures, functions/ event and special attention that is needed.
§ 以礼貌专业的态度处理客人的问题,若不能马上给予解决,则需汇报客户投诉并及时跟进。
Handles guest inquiries in a courteous and efficient manner andreports guest complaints or problems if no immediate solution can be found andensures follow up with guests.
§ 建立客户资料,并保持良好的客户关系。
Establishes a rapport with guests, maintaining good customerrelationship.
§ 直接为员工,客人以及所有需要帮助的礼宾部所有员工提供准确,及时,可靠的信息。
Provides accurate, timely and reliable information and direction toAssociates, guests and anyone seeking assistance from the Concierge.
§ 不断开发出有关厦门和中国的路标有趣的地方(饭店,风景区,探险地,等)以更新酒店信息.确保更新的信息能够及时传达给员工。
Constantly explores landmarks and points of interest (restaurants,sights, expeditions, etc) in Xiamen and China to update hotel data. Ensuresupdated information is passed on to Associates.
§ 朝向一个“金钥匙”机构。
Works towards a true “Golden Keys” establishment.
§ 管理和监督礼宾服务和机场服务的操作。
Oversees the Bell Service and Airport Services operations in the absenceof managerial presence.
§ 确保信息公布栏总是最新信息。
Ensures that the Lobby function board is up to date at all times.