礼宾主管

Duties & Responsibilities:
职责义务
A) Management Duties and Responsibilities：
管 理 职 责
1. Supervise and delegate duties to Bellman, Doorman and Driver
监督和分派任务给行李员、迎宾员、司机，确保每日进行清晰准确的换班交流
2. Train all associates on the job
在工作中培训所有员工
3. Ensure a clear accurate shift handover communication on a daily basis.
确保每天交接班沟通的清晰与准确。
4. Ensure all guest baggage are delivered promptly to their rooms after registration
确保客人登记完毕后，行李被迅速地送到客人房间
5. Coordinate the delivery and collection of tour/ group baggage upon arrival and departure Ensure that at all times the loading/ unloading of tour bags to be done at the appointed area outside the main entrance with no obstruction by the baggage van at the entrance
当团队行李抵/离店时，确保在门口指定的地方装/卸行李；行李车按指示 停在门口，防止正门交通阻塞
6. Ensure all baggage held for long term storage are recorded and claim tickets issued to guests
确保所有长期寄存的行李都被登记并将行李寄存牌交给客人
7. Ensure stored luggage is kept safe and secure
确保寄存行李的安全
8. Ensure that trolleys are accounted for on every shift and are stacked in a neat and orderly manner
确保每一班手推车交接并且被整齐和有次序的摆放
9. Ensure all working files and records pertaining to guest services are accurately recorded, maintained and updated
确保所有属于对客服务的文件、记录被准确的记录、维护和更新
10. Keep updated information of Arrivals/ Departures of FIT, Group and VIPs
保存经过更新的散客、团队和贵宾抵/离的信息
11. Have thorough knowledge of hotel facilities and hours of operation
对饭店的设施和经营时间有一个全面的了解
12. Conduct On the Job Training of new staff
持续对员工的培训
13. Have a good control on staff meal and break time.
控制员工用餐和休息时间
14. Assist the Chief Concierge to review staff roster and make necessary adjustments according to business needs.
协助礼宾部经理回顾排班表并按需调整
15. Maintain operating equipment in good working order
维护经营设备良好的工作状态
16. Keep working areas neat and tidy at all times
确保工作区域在任何时间内的干净和整 洁
17. Conduct weekly inspection tours to the Airport
建立每周一次的机场检查
18. Seek opportunities to continually improve guest service
不断地寻找机会发展对客服务
19. Ensure a high level of cleaning is maintained in work area
保持维护所在工作区域的高度整洁
20. Ensure every bell person positions himself properly
确保每个行李员正确站位
21. Responsible for daily newspaper distribution procedures are proper and timely.
负责每日适时分发报纸
22. Responsible for speedy messages delivery
负责迅速地发送传真留言
23. Conduct daily briefings to all associates and arrange proper training according trainingplan
指导每日例会按照培训计划进行培训。
B) Guest Service/Sales
对客服务/销售
1. Answer the telephone promptly and courteously
迅速且彬彬有礼地回答电话
2. Handle guest request and take personal responsibility by following up with relevant persons/ departments.
处理客人要求，并负责追踪相关人员/部门满足客人要求
3. Handle hotel car and taxi requests
处理饭店汽车和出租车的要求
4. Handle baggage short term storage requests and issues baggage receipts
处理行李短期寄存要求并将寄存牌交给客人
5. Handle Hold For Pick Up items
处理物品存取服务
6. Assist with airline confirmation, change of flight, new bookings etc.
协助确认机票、改换班次、新预定等等
7. Accept mail and deliver on time
接受邮件并且及时发送
8. Deliver high quality service to guests
向客人提供优质服务
9. Ensure guest needs and reasonable requests are met
确保客人需求和合理要求被满足
10. Take appropriate action to resolve guest complaints
采取合适的行动解决客人的抱怨
11. Promote the hotel and Marriott product and service knowledge in order to explain and services and facilities to guests