Greets customers immediately with a friendly
and sincere welcome. Responds to inquires with accurate information regarding
hours of outlet operation, directions to local attractions, or meeting rooms,
car rentals and airline shuttle service, etc, according to individual needs.
诚挚友好的问候客人。快速精准的回答和应对客人提出的问题及要求，其中包括各消费场所的营运时间，景区景点指南，租车服务及机场接送服务等。
Answers telephone calls and inputs messages
into the computer. Retrieves messages and communicates contents to the guest.
Retrieves mail, small packages, and facsimiles for customers as requested.
负责接听礼宾部电话，处理客人留言，包裹，邮件及传真。
Arranges and confirms recreation, business
and dining activities both inside and outside the hotel. Promptly responds to
requests for dentists, doctors, child care, florists, etc.
代客预订店内及店外的餐厅和娱乐场所。为医疗保健，托婴，送花等服务提供协助。
Hires, trains, supervises, disciplines
concierge staff. Schedules staff in accordance with hotel manages department
budget, including approval of payroll.
依照酒店人员录用及相关条例应聘，培训，监督，管理礼宾部员工。
Creates activities and provides information
and support to ensure total guest satisfaction for group clientele. Works with
the sales department and attends pre –con meetings.
协助酒店销售部门处理好会议及团队客户的各项需求，提高客户满意度。
Responds to guest complaints, conducts
research to develop such as price conflicts, insufficient heating or air
conditioning, etc. Remains calm and alert especially during emergency
situations and heavy hotel activity.
成着冷静的应对和处理各类客人投诉，如：客人对价格不满，空调或供暖系统的不足等。
In addition to performance of the essential functions, this position may
be required to perform a combination of the following supportive functions,
with the percentage of time performing each function to be solely determined by
management based upon the particular requirements of the company.
除上述基本职责之外，另有以下职责需要执行
Leads and motivates team members by leading by
example and employing competent and consistent management practices.
通过训练及一致的管理，领导和激励团队员工.
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
积极地参加职业培训,让员工保持水平一致。
Acts as a coach and mentor to team members,
reinforcing standards and expectations and motivating team members to strive
for established targets.
做队员的导师，提高员工水平，促进他们完成所设立的目标。
Maintains discipline amongst team members, ensuring
consistency in accordance with the team member handbook, UAE Labour Law and HR
guidelines. Distributes appropriate discipline when and where required.
确保员工手册，相关劳动法，HR指南的一致性，必要的时候提供培训。
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.
根据希尔顿PDR标准，进行1：1的面谈，确保对每个员工的公平，为员工提供继续发展的平台。
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.
培训部门高潜能员工，促进工作水平的提高及进一步的职业规划。
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，为酒店发展提供创造性的建议，为顾客和整个团队提供高品质服务。
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.
简单易懂的培训新员工，使其尽快达到胜任工作的最低标准,了解公司的期许与要求。
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.
积极主动的加强前台与礼宾部的有效沟通，确保达到目标提供高质量的服务。
Creating a warm and welcoming arrival for guests,
ensuring that they feel expected and immediately “at-home” when they arrive.
为顾客提供热情周到的服务，有宾至如归感。
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.
将客人送至客房，介绍客房布局，确保行李及时送达。
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.
采取必要行动，及时有效的处理顾客的不满，适当的时候告知值班经理或宾客关系经理。回访客人，确保客人对解决方法满意。
Maintains awareness of guest’s profile and specific
preferences, ensuring that they are acted upon for each reservation.
维护顾客档案和信息，确保预订的有效性和准确性。
Ensures that VIP guests are treated personally and
recognized as an individual.
亲自迎接VIP客户。
Promotes HHonors and its associated benefits to
guests who are not already enrolled in the program. Ensures that existing
HHonors members receive personal and professional service that recognizes them
as important guests and that their benefits are received.
引入新的荣誉客会会员，确保会员应得利益，为会员提供优质专业的服务。
Ensures that the concierge teams 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 farewell.
如有需要，帮助客人拿取行李，确保客人及时办理离店，安排运送，同时欢迎他们再次光临。
Manages the storage and organization of guests’
luggage in a safe and secure, organized and systemized way.
有条理的安放和储存客人的行李并确保安全。
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.
确保大厅的整洁卫生，及常用客用资料和物品等的补充更新。
Has knowledge of the hotels facilities and services
as well as basic knowledge of Hilton International, MEAP & other properties
in China.
掌握希尔顿酒店集团的基本概况。
Is up to date with information and has detailed
knowledge of facilities, attractions, and places of interest, sights and
activities in and around hotel. Imparts this knowledge to other team members.
了解酒店周边地区的最新信息，名胜，风景地等，为顾客提供方便。将这些知识与团队成员分享。
Monitors the sale of postage stamps, telephone
cards and other items and maintains a cash float.
对出售的邮票，电话卡和其他以现金兑换的物品进行管理。
Ensures that the concierge team correctly carries
out ticket reconfirmation, safari bookings and makes guest reservations when
required.
确保根据不同需求为宾客提供票务信息确认，预定等服务。
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
确保礼宾部准确的信息传递，保证酒店和宾客每日包裹邮件的正常收发。
Responsible for managing guest airport
transportation, ensuring pick-ups and drop-offs are completed on time and the
most effective use of the drivers’ time is made.
为客户提供机场接送服务并最大效率的安排司机的工作时间。
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.
将准确完整的信息录入酒店管理系统，以便大家分享。
Applies Hilton Brand Standards in each and every
action, acting as a role model and example of how the standards should be
carried out in a practical setting.
遵循希尔顿品牌标准并贯彻实施。
Effectively communicates, coordinates and cooperates
with Housekeeping, F&B, Engineering and .IT
与餐饮部，客房部，工程部，IT等进行有效的沟通及合作。
Reports problems with hotel systems, hardware or
facilities to the appropriate party and follows up to ensure that corrective
action has been taken.
对酒店设施设备的非正常运转予以及时报告，并跟进直至问题解决。
Ensures that the Front Desk Manager is kept aware
and up to date of operational issues.
确保前台经理知道要完成的任务。
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.
确保信息的有效传达，及时解决问题提高满意度，参加例会及日常会议等。
Manages and maintains the Concierge Desk stock and
that it is not wasted, maintaining costs were able.
对礼宾部日常用品予以管理控制，节约成本。
Keeps up to date and aware of competitor activities
in order to be informed.
警惕商业竞争行为，并及时上报。
Complies with Health & Safety, Emergency
Management, disaster Manual, and Fire procedures and regulations. Takes part in
the fire team when and where directed.
遵照执行健康安全，危机管理，灾难救助，火灾预警程序。必要的时候加入救火。
Adheres
strictly to standard cash handling procedures, ensuring to balance float and
drop the required amount. Manages cash, credit card, city ledger, voucher and
all other forms of payment correctly.
严格遵守现金收付手续，收取现金，信用卡，转帐，代金券等。
Adheres to the company credit policy at all times
when handling cash, credit card transactions, city ledger, providing currency
exchange services, LPO and third party payments for rooms, meetings, F&B
and any other charges that may be incurred by guests.
收取现金，信用卡，代金券，公司或第三方付费等服务时要严格遵守酒店规定。
Maintains awareness of sales opportunities within
the hotel, maximizing revenue in an ethical and responsible manner, ensuring
the guests receive value for money and adhering to Hilton Brand Standards.
抓住商机，用合理的方式提高酒店收入，确保客人物有所值。
Assimilate into The Hilton Family PRIDE/CARE
culture through understanding, supporting and participating in all elements of
PRIDE/CARE. Demonstrate working knowledge of the service standards.
通过学习希尔顿关爱，把希尔顿关爱理念运用到服务中去。
Carries out any other
reasonable duties and responsibilities as assigned.
完成任何其他合理的职责和被指派的职责。
The management reserves the
right to change / extend this job description if necessary at any point of time
during her / his employment.
如有必要，部门有权更改或补充该职位描述
Positions directly reporting to this position
(titles):
以下职位执行直接工作汇报：
Concierge Supervisor 礼宾部主管
Concierge 礼宾员
Bell Boy 行李生
Specific
Job Knowledge, Skill and Ability:
工作技能技巧要求
Ability to effectively deal with internal and
external customers, some of whom will require high levels of patience, tact and
diplomacy to defuse anger, collect and analyze accurate information and resolve
conflicts.
擅长于处理宾客关系，能快速有效的应对各种问题。
Basic mathematical and calculator skill to
prepare mathematical calculations without error, e.g. purchasing tickets for
guests.
具备一定的精算能力，如为客户代购机票
Ability to read, listen effectively, to speak
and write English clearly.
具备一定英语会话和书写能力。
Ability to access and accurately input
information using a moderately complex computer system.
掌握一定的电脑技能技巧。
Interpersonal skills to provide overall guest
satisfaction.
以较强的人际交往能力提高客人满意度
Ability to stand, walk and / or sit and
continuously perform essential job functions.
能持续因工作需要的站立，行走等
Learning and visual ability to observe and
detect signs of emergency situations
具备一定的观察能力对于紧急突发状况能积极应对。
