Work alongside guest contact colleagues ensuring the delivery of on brand guest service with poise.
與對客同事緊密合作確保向賓客提供符合品牌要求的服務體驗.
Ensure appropriate manning levels for the anticipated daily work flow in all managed sections.
確保所管理部門根據日常運作預先安排適當的人手。
Supervise the work and operation of the Concierge Counter, Ensure colleagues are executing their respective job tasks according to the pre-defined standards & procedures and in compliance with the company employment handbook.
監督禮賓柜臺的工作和日常營運。確保同事們根據擬定的規定條例以及公司同事手冊執行其職責范圍內的工作。
Handle dissatisfied guests during their stay or after they have departed to resolve complaints and identify and rectify any processes which lead to the service shortfall.
處理入住期間賓客所遇的不滿意之處和解決他們離店后的投訴并確認及改進服務中的不足之處。
Conduct inspections of front entrance areas and ensure all operation areas are up to standard and all operating equipment is well-maintained.
視察酒店正門公共區域并確保所查區域符合標準以及所有設備運作正常。
Be familiar with the 1865 program.
熟悉1865尊貴會內容。
Be able to perform all subordinates’ duties.
熟悉并能承擔部門所有班次工作。
Demonstrate honesty, reliability, ethics, and professionalism; demonstrate consistency between words & behaviour.
展現誠實，可靠，規范及專業的工作禮儀。
Gather and analyse relevant facts and data to establish the root cause of reoccurring problems; make timely and sound decisions with regard to appropriate course of action.
匯總和分析相關事實及資料從而確定發生問題的根源。 根據所需采取的行動做出及時并合理的決定。
Build positive and productive working relationships with customers, subordinates, peers, superiors, business partners, and the community; encourage this behaviour in others.
與賓客，下級，同級，上級，合作伙伴及社區建立正面及有效的工作關系。并鼓勵其他同事也依照此行為準則。
Accept personal responsibility and accountability for achieving results within targeted timelines; ensure clear authority and accountability for results by others.
在規定的時限內承擔相應的責任及義務從而完成任務。并清晰其他職務的權限及責任。
Foster a common vision; lead others by setting the proper example; demonstrate consistency between actions and words.
以身作則，并以正確和正面的事例引導其他同事。
Collect and analyse data to make customer focused business decisions; ensure colleagues understand and exceed customer expectations.
收集并分析資料使客源更接近商業目標；確保同事們理解并超越賓客的期望。
Responsible for keeping standards and procedures up to date, developing and executing training plans, coaching and motivation of all Concierge team colleagues.
遵守條例及規定，及時制定培訓計劃和職業發展規劃，向其他同事展示專業的領導力。
Ensure a smooth co-ordination between the individual sections of Front Office and Rooms Division.
確保與其他前廳各部門及房務部建立良好的合作關系。
Liaise and work closely with other departments to resolve any operational issues.
與其他部門保持緊密聯系和工作從而解決日常營運遇到的問題。
Promote the free flow of information; encourage the open expression of ideas and opinions.
促進信息的流通，鼓勵開放的思想和看法。
Work collaboratively with others to achieve common goals and objectives; serve effectively in both team member and team leader roles; promote collaboration & teamwork in others.
共同協作以達到共同的目標和目的。為團隊成員和主管展現有效的領導作用，促進協作。
Encourage and empower the success of others; create enthusiasm, investment, and a desire to excel; gain support and commitment from others; promote a healthy life balance.
通過溝通，鼓勵和授權他人在工作中體現價值，并創造平衡，和諧的工作環境。
Align plans with business strategy; understand short- and long-term impact of business decisions; demonstrate knowledge of and educate others about how one's work aligns with the overall business/brand strategy, and ultimately shareholder value.
制定與商業策略一致的計劃；理解短期和長期商業決策的影響力。指導其他同事如何工作從而與整體業務與品牌戰略保持一致，最終體現股東價值。
Add value through revenue growth and operational efficiency through process improvement; understand and focus on the key drivers of sales, colleague and customer satisfaction, profitability, and quality.
通過收入的增長和有效的運作提升價值；理解并關注銷售，同事和賓客的滿意度，收益和質量的關鍵。
Manage and redesign processes for optimal value by encouraging and actively participating in process improvement methods while measuring results.
當評估結果時，通過鼓勵和積極參與過程的改進方法實現對于生產價值的管理和計劃。
Understand hotel PMS – Opera and FCS to ensure efficient handling of work duties.
理解酒店PMS-Opera和FCS以確保有效地處理工作事務。
Be familiar with hotel emergency procedures e.g. fire alarm and take charge during emergency situations.
熟悉酒店對于緊急情況的程序，例如：遇火警時，并能負責緊急情況的處理。
Respond to guest correspondence or feedback within 24 hours.
在24小時內回復賓客的信件及反饋意見
Actively participate in department head, daily crossover, KPI, Mice, section head and Rooms Division meetings as requested and any other relevant meetings as required. Attendance must always be on time.
積極參加房務部門交叉會議，KPI，MICE等會議，以及根據需要參加其他相關會議并必須準時出席.
Perform other duties assigned by the management.
執行任何管理層委托的工作。
