Chief Concierge 礼宾司

The Chief Concierge isresponsible for ensuring timely and seamless service when Concierge team dealingwith guest requests, providing proactive, knowledgeable, engaged service to allguests. The Chief Concierge also holds accountability for instillingconsistency of the hotel standards as well as generating and promoting ideas toenhance the guest experience, and increasing transportation revenue.
在对客服务时，礼宾司负责确保礼宾部团队服务的及时性和无缝对接，并为客人提供主动且博学的服务。礼宾司还负责创新和推广增进宾客体验的理念以及提高车队收入，同时持续贯彻执行酒店标准。
Primary Responsibilities 主要职责
Manage the Daily Concierge Operations
管理礼宾部日常运营
· Manages alloperational tasks as well as their respective delegation and follow-up.
管理礼宾部所有运营任务以及与之相关的委派与跟进。
· Maintainshigh visibility with guests and colleagues, ensurethat guest and colleague concerns are resolved in a professional and timelymanner.
积极参与部门日常运营，以确保客人或同事的问题能够在最短的时间内以专业的方式得以解决。
· Manage and training Concierge team to ensureengaged, efficient service provided to guests in every interaction.
管理并培训礼宾部团队以确保每一次互动中都为客人提供亲切、有效的服务。
· Personalinvolvement in the arrival, rooming, and departure of key/VIP guests.
亲自参与到贵宾的入住、房间介绍以及离店中。
· Serve as a general guest information source. Befamiliar with all guest services, daily events and functions within the hoteland to ensure that all Concierge colleagues are also adequately furnished withsuch information.
成为客人获取信息的来源。熟悉酒店内所有对客服务项目和活动信息，并确保所有礼宾部的同事都能提供这样的信息。
· Knowledgeable about all events andinformation of the immediate and surrounding area, while maintaining a libraryof relevant information.
熟知酒店周边区域所有各项活动和信息，并建立实时更新的信息资料库。
· Ensure the efficient and prompt handling anddelivery of all messages, facsimiles and parcels throughout the hotel.
确保酒店内所有信件、传真和包裹都能被有效并及时的处理和交付。
· Presence inthe lobby and main entrance area at critical guest flow time.
客流高峰期间在大堂及正门区域督导礼宾部运营。
· Conductsdaily walk-through to ensure LQA standards are implemented and delivered to everyguest.
进行每日巡检以确保LQA在对客服务中被遵守和执行。
· Managetransportation arrangement; responsible for petrol consumption, mileage counting, validation oflicenses, certifications and insurances; ensures transportation team adheres toall traffic rules and regulations; arrange the maintenance of limousineaccording to schedule; and conductaudits monthly to ensure consistent service standards met at all times.
安排车队运营，负责对油品消耗、里程统计、证照保险期限的管控，确保车队严格遵守相关法律法规，提前安排车辆维保，并进行月度检查以确保服务标准始终被执行。
· Maintainconsistent and effective flow of communication within department and between shifts among fellow managers and colleagues.
确保在部门内不同班次之间保持持续和有效的沟通。
· Ensures that all Front Office Policies and Procedures are adhered.
确保部门各项政策与程序都被严格执行。
· Actively participate in training andcontinuing education of Front Office team.
积极参与对前厅部同事的培训。
· Responsiblefor the maintenance of all Concierge equipment.
对所有礼宾部运营品的维护保养负责。
· Adheres toand promotes the health & safety policies to ensure a safe workenvironment and knowledgeable all safety & emergency procedures.
坚持并推行健康与安全政策，以确保安全的工作环境；同时确保所有同事都熟悉了解安全及紧急程序。
· Verifiesthat all information requested by the local police authorities are adhered toand prepared accurately.
确保由当地执法部门所要求的全部事项都被严格遵守并实行。
· Maintains informationsecurity standards compliance of Concierge at 100%.
确保所有信息安全标准都被百分之百的执行。
· Maintains ‘Safe Food & Hygiene Standards’ are implemented within Conciergeat 100%.
确保《食品安全与卫生标准》被百分之百的执行。
· The management reserves the right to change / extend this jobdescription 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。
· Carries out any other reasonable duties and responsibilities asassigned.
完成任何其他合理的职责和被指派的职责。
Provide Guests’ Experiences That Exceed Guests’ Expectations
为客人带来超越期待的入住体验
· Aware of VIP visitors and loyalty guests, establishand maintain an effective communication system with operation team the arrival,departure and special needs, offer them a polite and courteous personal service.
认知贵宾和忠实宾客，建立并维系与运营团队进行有关贵宾和忠实宾客入住、离店和其他特殊需求的有效沟通体系，并提供有礼有节的个性化服务。
· Recognize guests, acknowledge their arrangement, and engage with them ina polite way at any possible moment.
认知客人，了解其安排，并随时与客人展开亲切并主动的沟通。
· Sets short term and long term measurable objectives tocontinually improve service levels.
为部门设置时效性不同的、可衡量的标准，以达到提升服务水准的目的。
· Fullutilization of PMS/Royal Service Manager/InTouch/iConcierge to embrace guest experience.
充分利用各类酒店管理系统和软件以提高宾客体验。
· Liaisonbetween Front Office departments and rest of hotel effective for guestexperience.
在前厅部内部与酒店其他部门之间有效的沟通来提高宾客体验。
· Seeks feedback on guest satisfaction and resolves problems in accordancewith our Mission Statement and philosophy of talent empowerment.
寻求客人满意度反馈，并根据我们的使命宣言和人才赋权的理念来解决问题。
· Focuses onthe stay experience for LCAH members.
致力于提升雅高乐雅会会员的入住体验。
Management and Leadership of the Concierge Team
管理及领导礼宾部团队
· Creates anenvironment that allows colleagues to achieve job fulfillment and provides apath for career development with Fairmont Brand. Develops strong teams through activeinvolvement in the operations and through the development and support of acontinually evolving team.
为所有同事创造出一个可以完成工作任务并在品牌内得到提升与发展的工作环境。通过积极参与运营以及对同事的支持与发展来建立一个持续进步的团队。
· Provides guidance and motivation to the Concierge Team.Establishes and communicates on a daily basis with the Concierge Team. A strongcommitment to Colleague Satisfaction.
指引并激励礼宾部团队，与团队建立实时的沟通，并且对人才满意度负责。
· Supports the Concierge team to be consistent in service, use a collaborative, enabling leadership style,have regular team meeting.
通过协作与授权相结合的领导方式，与定期召开部门会议的方法相结合，确保前厅部保持始终如一的服务质量。
· Accomplish a set of administrative duties such as leading and attendingmeeting, writing reports and memos and other specific duties related to the jobfunction.
完成如组织并出席会议、撰写报告和备忘录以及与工作职能有关的其他职责的一整套行政职责。
· Identifiestraining needs, determine and submit trainingplan together with Front Office trainer and follow-up to ensure compliance andefficiency of training activities.
确认培训需求，与前厅培训师确认并提交培训计划，并跟踪培训进展以及确认培训效果。
· Preparesthe annual transportation budget and entire Concierge manning guide andmanage the team within budgetary guidelines.
根据预算指导准备车队年度收入/费用及礼宾部人员预算。
· Controlsthe duty roster for Concierge guaranteeing quality as well as considering thehighest personnel cost efficiency.
在保证服务质量的同时，通过对礼宾部排班的管控以达到效率最大化的目的。
· Drafts and evaluate work flows toimprove and optimize organization.
对工作流程进行制定和评估以达到优化提升的目的。
· Recruit,induct and train a Concierge team who are competent and confident to exceedguest expectations.
招聘、任命和培训出一个可胜任且有信心超越客人期待的礼宾部团队。
· Use theperformance review process on regular basis to identifyand develop talent for growth management performance issues, using a coachingstyles.
以辅导的方式和定期绩效评估相结合，以达到认知和发展人才的目的。
· Regularcommunication with the night shift Duty Manager regarding the supervision ofthe night shift Concierge personnel, identifying and dealing with any issuesthat may arise.
与夜班值班经理保持沟通以了解夜班礼宾部同事的情况，分辨并解决可能发生的问题。
· Ensures petrol consumption of allvehicles is accounted for and tally with the mileage during the particular period.
确保所有车辆汽油的消耗都是有记录的并在特殊的时候，计算出里程数。
· Carry outdisciplinary actions in line with hotel procedures.
按照酒店规章制度对不合适的行为采取相应措施。
Involvement as a Member of the Front Office Leadership Team
参与前厅部管理
· Involvementin budget preparations and responsible for profit & loss.
参与预算的制订，并对部门损益负责。
· Oversee alllabor cost controls within budget limits and occupancy variances to maximizeproductivity.
通过监督管控人工成本与入住率之间的差异来最大化劳动生产率。
· Attends toreferred and unsolved problematic situations such as complaint handling, takes initiativeaction and be entrepreneurial.
主动关注并参与如客人投诉等待解决问题的跟进和处理。
· Schedules self to be in the Lobby andthe Front Desk during peak operation hours, constantly checking on standards ofservices quality of guest interaction and cleanliness.
在繁忙时段将自己定位在大堂和前台,通过与客人的相互交流来不断检查自己的服务标准。
· Assist Housekeeping by maintaining cleanliness and appearance of lobbyand main entrance areas.
协助客房部以确保大堂及正门区域的清洁和外观符合品牌标准。
· Initiate action to correct a hazardous situation and notify ERT ofpotential dangers.
在发现安全隐患时采取行动并通知危机处置团队。
· Strong & effective communication with all other departments.Conducts and participates in monthly communication meetings.
与其他部门保持有效的沟通。组织并参与月度沟通协调会议。
· Oversees group business, reviewing and ensuring details of group resumesare met and serve as a liaison with the group organizers.
关注团队生意，了解并确保团队预订的细节都得到确认，并且与团队组织者保持沟通。
· Be able to participate proficiently in functions outside one’sdepartment when called upon.
在需要时可熟练参与其他部门的运营。
MainComplexity/Critical Issues In The Job主要复杂/关键工作事项
· Serve as Conciergeof the city and able to fulfill any kind of guest’s legal requests.
成为代表该城市的礼宾司，并能够满足客人各种合法需求。
· Efficiency of guest service process.
确保对客服务的效率性。
· Accuracy in fulfilling of guest requests.
确保满足客人需求的准确性。
· Management of the guest serviceexperience / personalization.
确保个性化服务以提升客人体验。
· Management of work safety and data safety.
保证工作安全和信息安全。
· Ensure wherever possible thatcolleagues are provided with a work place free of discrimination, harassmentand victimization.
确保提供给同事们一个没有歧视、骚扰和危险的工作环境。