Concierge Supervisor礼宾主管

The Concierge Supervisoris majorly responsible for ensuring to provide a timely and seamless service toall guests on daily operation. Furthermore the Concierge supervisor is alsoaccountable to enhance the guest satisfaction service experience, and throughoutup-sell to increasing transportation revenue.
礼宾部主管主要负责与保持礼宾部团队在日常工作中为客人提供及时性和无缝对接的服务，并为客人提供主动且博学的服务来持续客人满意的服务体验，通过售卖来增加酒店车队的收入。
Primary Responsibilities 主要职责
Maintain the Friendlyand Efficient Service in Concierge
保持友善和高效的礼宾服务
· AssistChief Concierge to supervision all operational tasks as well as theirrespective delegation and follow-up.
协助首席礼宾司管理礼宾部所有运营任务以及与之相关的委派与跟进。
· Honesty is a work basis, ensure implement on work with honesty alltimes.
以诚信为工作基本，在任何时候都需要诚实的执行酒店所有财务制度。
· Lead to ensure LQA standards are implemented and delivered to everyguest.
遵守和执行LQA。
· Handles guest and talent enquiries ina courteous and efficient manner, reporting complaints or problems if noimmediate solution can be found.
礼貌且高效地处理客人及人才的要求，遇到投诉或问题，如不能马上找到解决办法，要向上级报告。
· Be familiar with all guest services, dailyevents and functions within the hotel and to ensure that all Conciergecolleagues are also adequately furnished with such information.
熟悉和掌握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。
· Ensures the cleanliness of theConcierge counter, equipment and storage room, and responsible for the maintenance of all Concierge equipment.
保持礼宾台、礼宾设备和储藏间的卫生，对所有礼宾部运营设备的维护保养负责。
· Verifiesthat all information requested by the local police authorities and all Concierge Policiesand Procedures are adhered are adheredaccurately.
严格遵守并实行由当地执法部门所要求和礼宾部的各项政策与程序。
· Sharing daily pre-shift briefing to talentson transport requirement, arrival and departure of VIP guests, functions/events and special attention that is needed.
在每天上班前，与人才分享：当天交通工具的需求，VIP客人的到达和离开，会议/宴会和一些需要特别注意的地方。
· 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 ExceedGuests’ Expectations
为客人带来超越期待的入住体验
· 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。
· Aware of VIP visitors and loyalty guests, provide an effectivecommunication with operation team for the arrival, departure and special needs,offer them a polite and courteous personal service.
了解贵宾和忠实宾客，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，并提供有礼有节的个性化服务。
· Maintaining a good customerrelationship. Responsible for the provision of friendly and efficient serviceto all guests.
与客人保持良好的关系。负责提供给客人友善、有效的服务。
· Provide of the guest serviceexperience / personalization consistently.
保持持续化的对客提供个性化服务以提升客人体验。
· Fullutilization of all kinds of systems to embraceguest experience.
充分使用各类酒店管理系统和软件以提高宾客体验。
· 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.
成为客人获取信息的来源。
· Focuses onthe stay experience for LCAH members.
致力于提升雅高乐雅会会员的入住体验。
Supervision of Concierge Team
管理礼宾部团队
· Ensures the Chief Concierge is keptfully aware of any relevant feedback from either customers or otherdepartments.
将任何来自客人或其它部门的反馈及时并准确地汇报给首席礼宾司。
· Ensuring the Concierge shift to ensureengaged, efficient service provided to guests in every interaction.
保证礼宾部每班次在每一次互动中都为客人提供亲切、有效的服务。
· Make anexample to provide guidance and motivation to the Concierge Team. Maintainand communicates on a daily basis with the Concierge Team.
以身作则来指引并激励礼宾部团队，保持与团队实时的沟通。
· Ensure theConcierge team members with proper grooming within Hotel standard in daily operation.
确保礼宾部每日当班人才的仪容仪表符合酒店标准。
· Conducts daily inspection on thevehicles to ensure cleanliness are being maintained at all times.
每日检查车辆并确保车辆始终是干净的。
· Ensures all drivers on duty are ingood health condition and drivers who are unfit for driving should be preventedfrom driving, in regardless of any business situation.
保证所有的司机是身体是健康的情况下工作，不管在任何情况下，如果司机身体不适都要禁止开车。
· Be present in scenes whatever happened in Concierge.
当礼宾部发生任何情况时，都要在现场处理。
· Liaisonbetween Concierge and rest of hotel effective for guest experience.
在礼宾部内部与酒店其他部门之间有效的沟通来提高宾客体验。
· Maintain consistentand effective flow of communication between shifts among fellow managers andcolleagues.
保证在不同班次之间保持持续和有效的沟通。
Involvement in Wider JobFunction Actions/Relationships
进一步拓展工作职能
· 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。
· Implementwith high visibility with guests and colleagues, ensurethat guest and colleague concerns are resolved in a professional and timelymanner.
参与执行部门日常运营，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。
· Learn topromotes the health & safety policies to ensure a safe workenvironment and knowledgeable all safety & emergency procedures.
学习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。
· Learn tocommunication with the night shift Duty Manager regarding the supervision ofthe night shift Concierge personnel, identifying and dealing with any issuesthat may arise.
学习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。
· Participatein departmental leadership activities as a member of the team.
作为团队的一员参与和学习部门管理层的各种活动。
· Participatein departmental training to improve the management knowledge and skills. Cross Training among theFront Office Team.
参与部门培训，加强管理知识和技巧。在前厅部部门内进行交叉培训。
· Initiate action to correct ahazardous situation and notify ERT of potential dangers.
在发现安全隐患时采取行动并通知危机处置团队。
MainComplexity/Critical Issues In The Job主要复杂/关键工作事项
· Efficiency of guest service process.Accuracy in fulfilling of guest requests.
持续对客服务的效率性。保证满足客人需求的准确性
· 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。
· Coordinates all transportationrequirements for the guests and other operation departments whenever needed.
协调客人和其他营运部门对交通工具的需求。
· Management of work safety and guest information data safety.
保证工作安全和客人信息安全。