礼宾领班（主管级）Team Leader - Concierge (Supervisor Level)

职级： 4级主管级别
Job Level: Level 4 Supervisor
汇报给: 前厅经理
Report to: FO Manager
职位描述 Job Description
1. 统筹礼宾部日常运营，管控行李接送、用车、接送机等全流程服务标准
Oversee daily concierge operations, standardize luggage handling, car service and airport transfer procedures
2. 组织班前会分配工作，监督礼宾员工仪容礼仪、服务规范与在岗状态
Conduct pre-shift briefings to assign tasks, monitor associate grooming, etiquette and working performance
3. 处理宾客出行、票务、餐饮预订等各类需求，妥善解决宾客各类诉求与投诉
Fulfill guest demands including transportation, tickets and restaurant reservations, resolve guest requests and complaints properly
4. 管理礼宾物资、寄存行李、钥匙台账，做好登记盘点，规避物品丢失风险
Manage concierge supplies, luggage storage and key records, conduct regular inventory to avoid loss
5. 培训礼宾员城市游玩、高端商户、酒店配套相关知识，规范服务话术
Train team on local attractions, premium merchants and hotel facilities, standardize service communication
6. 联动前厅、客房、车队及外部合作商家，保障宾客服务高效衔接
Coordinate with front office, housekeeping, transportation team and external partners for seamless guest service
任职条件 Criteria：
1. 2 年以上高端酒店礼宾带班经验，熟悉城市高端商圈、出行及文旅资源
Over 2 years concierge supervisory experience in international hotels, familiar with local high-end business, travel and tourism resources
2. 流利使用基础英语口语，沟通应变能力强，可独立处理各类宾客突发问题
Basic fluent oral English, excellent communication and problem-solving skills to handle guest emergencies independently
3. 具备团队管理与带教能力，服务意识强，能适应早中晚轮班及客流高峰
Capable of team management and training, strong service awareness, able to work rotating shifts and busy peak periods