【職位描述】
? Leads and motivates team members by leading by example and employing competent and consistent management practices.
通過訓練領導和激發(fā)團隊員工.
? Actively takes part in training the team, facilitating formal training sessions and on the job training to ensure that all team members are of the same standard. Also attends training where and when required
積極地參加職業(yè)培訓,讓員工保持水平一致。
? Conducts PDR’s, 1:1 meetings throughout the year, ensuring that the feedback given to team members is fair, unbiased and provides a platform for continued improvement, according to the Hilton standards.
根據希爾頓PDR標準，進行1：1的面談，確保對每個員工的公平，為員工提供繼續(xù)發(fā)展的平臺。
? Is involved with succession planning and development of high potential team members to ensure that all team members are trained to progress to the next level of their career.
訓練高潛力的員工，提高他們的工作能力。
? Contributes to the hotel and team by sharing new ideas and suggestions for improvements, being innovative and creative to provide quality service and customer care to team members and guests.
致力于酒店工作，為酒店發(fā)展提供建議，有創(chuàng)新精神，為顧客提供品質服務。
? Responsible for the smooth induction and facilitation of training for new team members, ensuring that they are trained to the minimum level standard and that they can competently complete their job and that they know what is expected of them.
簡單易懂的訓練新員工，使器其盡快達到勝任工作的最低標準，明白他應該要做到什么樣的標準。
? Takes an active role in the front desk and concierge team, ensuring effective communication and working as a team in order to reach goals and targets.
團隊工作，在前臺扮演積極角色，有效率的和客人溝通，確保達到目標
? Creating a warm and welcoming arrival for guests, ensuring that they feel expected and immediately “at-home” when they arrive.
為顧客提供熱情服務，讓他們立刻有回家的感覺。
? Ensures that the concierge team escorts guests to their room that the hotel facilities and room features are explained, and that luggage is delivered in a prompt manner.
將客人送至客房，介紹客房布局，確保行李及時寄存等。
? Handles complaints promptly and efficiently, taking the necessary action, and informing the Duty Manager or Guest Relations Manager for follow up, where appropriate. Follows up with all guests to ensure satisfaction with problem resolution.
采取必要行動，及時有效的處理顧客的不滿，適當?shù)臅r候告知值班經理或賓客關系經理。回訪客人，確保客人對解決方法滿意。
? Maintains awareness of guest’s profile and specific preferences, ensuring that they are acted upon for each reservation.
維護顧客檔案和信息，確保有效的預定。
? Ensures that VIP guests are treated personally and recognized as an individual.
確保VIP客人的待遇。
? Promotes Honours and its associated benefits to guests who are not already enrolled in the program. Ensures that existing Honours members receive personal and professional service that recognizes them as important guests and that their benefits are received.
確保為會員顧客提供優(yōu)質專業(yè)的服務，勸說顧客加入會員。
? Ensures that the concierge team facilitate a prompt departure for all guests by ensuring that their luggage is brought from their rooms promptly when requested, or offered assistance when in the lobby. Also to ensure that all guests are offered to make arrangements for transportation and that they are invited back and farewelled.
如有必要，幫助客人拿取行李，確保客人及時辦理離店，安排運送，同時歡迎他們再次光臨。
? Manages the storage and organization of guests luggage in a safe and secure, organized and systemized way.
有條理的安放客人的行李，確保安全。
? Ensures that the concierge team maintains the lobby appearance is neat and tidy, and that public areas are called when necessary. Responsible for ensuring that hotel material and information is stocked and available for guests.
確保大廳的整潔衛(wèi)生，為賓客預備常用的物品和信息等。
? Has knowledge of the hotels facilities and services as well as basic knowledge of Hilton International, MEAP & other properties in China.
掌握希爾頓酒店的基本概況。
? Is up to date with information and has detailed knowledge of facilities, attractions, places of interest, sights and activities in and around hotel. Imparts this knowledge to other team members.
了解酒店周邊地區(qū)的最新信息，名勝，風景地等，為顧客提供方便。將這些知識與團隊成員分享。
? Monitors the sale of postage stamps, telephone cards and other items and maintains a cash float.
對出售的郵票，電話卡和其他物品，現(xiàn)金兌換等進行管理。
? Ensures that the concierge team correctly carries out ticket reconfirmation, safari bookings and makes guest reservations when required.
確保如有需要，禮賓部能為賓客進行票務信息確認，預定等。
? Ensures that the concierge team correctly handles and delivers messages, receives and distributes packages, and the daily post and correspondence of both guests and the hotel
確保禮賓部準確的傳遞信息，保證酒店和賓客每日包裹郵件的收發(fā)。
? Inputs information in to Fidelio regarding guests, ensuring accuracy and that all details are completed and that the information can be clearly understood by other team members.
將準確完整的信息錄入酒店管理系統(tǒng)，以便大家分享。
? Passes on information effectively, ensuring that all necessary details are communicated to the intended person and that any pending action is completed and guest satisfaction confirmed. Attends daily briefings, shift handovers, meetings and reads the log book on a daily basis.
確保信息有效的傳達到人，及時解決問題讓客人滿意，參加每日必須的會議等。
? Manages and maintains the Concierge Desk stock and that it is not wasted, maintaining costs where able.
節(jié)約成本，確保禮賓臺存貨不浪費。
【任職要求】
1.
College degree or above, more than 5 years working experience in international brand hotels, including more than 1 year working experience as concierge,and has obtained the Golden Key
大專及以上學歷，有國際品牌酒店5年以上工作經驗，其中擔任禮賓部負責人1年以上工作經驗，且已取得的金鑰匙。
2. Demonstrated excellent People Management, Communication skill, selection and counselling skill。
優(yōu)秀的人員管理、溝通、甄選和協(xié)調能力。
3. Good at English, especially oral and written English.
良好的英語口語和書寫能力。
4. Demonstrated strong leadership skill.
較強的領導技能
5. Thorough organization and supervisory skills proficient in accomplishing the task.
組織管理與督導能力。
