行政楼层接待（管家）

SCOPE 岗位概述
The incumbent in this position is
responsible for providing an array of personalized services to Hotel guests
such as the wake up call, newspaper delivery and shoe shine, in a friendly and
caring manner according to Kempinski’s policies and procedures and LQA
standards.
这一职位负责为酒店住户提供个性化服务例如叫醒服务，报纸递送，擦鞋，员工需要报以热心积极和符合凯宾斯基服务要求的高品质服务标准。
Main responsibilities 主要职责
The job of Butler
is executed satisfactorily when:
行政楼层管家工作执行标准，如下
KEA(Kempinski Experience Assessment) audit results are 88% and above.
KEA品质领先保证审查成绩高于88%
ReviewPro results are rated on an average with “5” and above.
顾客满意度调查成绩平均高于“5”
Hotel and Outlets are promoted.
酒店和销售成绩提高
VIP guests are met upon arrival, assistance with packing/unpacking is offered and
professionally executed.
迎接VIP客人并提供专业的打包和安置行李服务
All guest requests are executed highly professional and efficiently.
高效高质量的满足客人的所有要求
Maintain available to provide assistance for any matter related to making the stay of
Hotel guests a pleasant and memorable one.
为酒店客人提供各种相关服务，为客人留下难忘的愉快住店经历
Check in the arriving guest and check out the departing guests in a friendly and caring
manner according to the Kempinski and Leading Quality Assurance (LQA)
standards.
为客人办理入住手续和离店手续，并以热情友好符合凯宾斯基服务标准的工作态度接待和处理客人入住中的事宜。
Upon check in, register guest and assign rooms.
Accommodate special requests whenever possible. If needed, assist guests
in completing the registration cards.Use suggestive selling techniques to sell rooms and to promote other
services of the hotel. Verify the guest’s method of payment and follow
established credit-checking procedures or refer cash handling payment to
cashiers.
为客人办理入住分配房间。尽可能的满足客人对房间的特别要求，必要的话协助客人填写入住登记单。使用有效地建设性的销售技巧促销房间和酒店其他服务设施。确认客人的付款方式，遵循已有的信用卡使用的规则和现金付款的方式。
Coordinate with Room Service the delivery of fruits for VIP guests and prepares the VIP
fruit baskets. Replenish them on a daily basis until the guest's departure.
每日与客房服务合作，准备鲜果拼盘并送达给VIP客人房间，直至客人离店。
For the VIP guests, welcome upon arrival outside their assigned room and offer
assistance.
接待VIP客人，并帮助客人送至他们的房间
After check-in, introduce themselves to the guest, escort the guest to their room and
explain room and hotel facilities and offer assistance for the remainder of
their stay.
在客人办理入住后，介绍自己并将客人带领到他们的房间，介绍酒店的相关设施和房间设施，并为客人提供相应的帮助。
Handle all front office cashiers’ transactions such as posting charges to guests and
exchanging foreign currency according to the procedures. At the end of shift, balance their cash
float.
处理所有前台的出纳的账务事宜，比如为客人入账，根据规则为客人换外币，结束班次之前，平帐。
Coordinate luggage handling with Concierge sections for arriving and departing guest to
ensure safe and timely delivery.
与礼宾部合作，在客人办理入住和离店时转接客人行李
At times, check in the arriving guest and check out the departing guests in a
friendly and caring manner according to the procedures and Kempinski standards.
偶尔为客人提供符合凯宾斯基服务标准的入住办理和离店办理
Answer all guest requests and questions in a friendly and caring manner, whether by
telephone or in person, provide/receive information and take appropriate
actions or refer the matters to the relevant persons to handle.
不管是电话上或是面多面，都要热情友好的回答所有客人的请求和问题，并及时采取正确的行动，或是将任务转交给相关人员
Offer personalized wake-up to the room with tea or coffee as per guest requests.
提供个性化叫醒服务，并按照客人要求在叫醒时提供茶或咖啡
Offer assistance to guests with shoe shining, packing and unpacking luggage,
collecting and delivering laundry and dry cleaning.
为客人提供刷鞋，打包和安置行李，收集和运送换洗衣物，干洗等服务
Keep abreast of all hotel promotions, product knowledge, VIP arrivals, and upcoming
events in order to be able to answer guest requests and questions.
对酒店的产品及酒店新优惠政策，酒店内的活动，VIP客人抵达信息等事件有了解，并能够随时回答酒店客人的相应问题和请求
Keep grooming match with standard.
根据饭店及品牌标准保持个人仪容仪表。
Conduct health regulation,safety policy.
执行健康及安全法规、政策及程序。
Settle danger situation and inform potential danger.
采取行动排除危险情况，并及时通知危险隐患。
Carry out all the process of safety emergency.
执行酒店安全紧急情况政策及程序。
Ensure heart of house clean, safe and hygiene.
保证酒店后场区域与前场区域保持同样干净、安全、卫生。
Keep analysis, evaluate, improve self-behaviour.
不断分析、评估、改进个人工作表现。
Comply with code of conduct.
遵守道德行为规范。
Comply with Staff Handbook and related policies.
遵守《员工手册》的相关规定。
Complete the temporary job assigned by the reporting leader.
完成上级安排的临时性工作。