礼宾部督导
Concierge Supervisor
Ø Responsible for the supervision and control of the Bell Services, which consists of the Bellman, Doorman and Valet. Ensuring all guests’ luggage is kept and stored promptly and in accordance to the LSOP.
监督和控制行李服务，包括行李员，门童以及司机。保证所有客人的行李都按照酒店标准存放。
Ø Ensure a high quality of service is provided to all external and internal customers of your department.
无论对于内部或外部的顾客，均须提供高标准服务质量。
Ø Devote all your working time and efforts to the business of the hotel and carry out duties assigned to you by your direct supervisors.
服从上司对你的工作安排，同时保证工作时专心致志，努力为酒店创造价值。
Ø Conduct all your duties in accordance with the rules, practices, procedures and policies, which are outlined in the associates handbook and promote the spirit of teamwork whenever and wherever is possible.
依据《员工手册》所描述的相关政策、制度和程序来规范你的工作表现，且无论何时、何地都要尽力体现团队合作精神。
SPECIFIC DUTIES:
特别工作要求；
1. Supervise and control the activities of the Bellman, Doorman and Valet.
监督行李员，门童以及司机的日常工作。
2. Inspect general appearance of Bellman, Doorman and Valet upon reporting to work.
每日工作前要检查行李员，门童以及司机的仪容仪表。
3. Perform Concierge and Bell Service.
提供行李及礼宾服务。
4. Ensure all arriving and departing guests are attended to promptly.
保证所有入住以及退房的客人得到同样迅速的服务。
5. Ensure all services rendered by Bellman are recorded in the Bellman movement log.
确保所有服务完成后使用行李行动登记表。
6. Ensure all Bellman uses the movement log all the time.
确保行李员使用登记本。
7. Record all storage accordingly. Temporary storage on clip file and long term storage in the ‘Long Term Storage’ book and issue tags accordingly.
所有的行李都要登记。短期寄存以及长期寄存分别登记在不同的登记本上，并附有行李牌号码。
8. Maintain smooth operation at all time and ensure there is no traffic congestion at the Hotel’s forecourt.
无论何时都要确保酒店的正常营运，以及确保酒店正门的交通畅通。
9. Attend daily briefing and 15 minutes training.
主持每日部门会议以及15分钟培训。
10. Conducting classes and 15 minutes training for Bellmen on ‘Rooming Procedures’ as established by the department / section head.
严格按照安排好的酒店要求做好15分钟培训。
11. Maintain good and consistent co-ordination with Front Desk to facilitate the delivery of the guest luggage, room changes etc.
与前台员工保持良好的沟通，以确保客人行李的派送，以及换房情况等等。
12. Ensure function sheet displayed on notice board is updated.
确保信息栏中的宴会信息是更新的。
13. Maintain cleanliness and order at the hotel lobby.
确保酒店大堂的清洁。
1. Plan weekly roster for the Bellmen and Doormen.
给所有行李员以及门童排班。
2. Ensure equipment used for daily operation is handled with care and all trolleys are polished every night.
仔细维护日常使用的行李车等设备。
16. Maintain the cleanliness and the condition of the all flags.
保持旗帜的清洁。
17. Understand the hotel’s safety features and procedures.
了解酒店内的安全设施及应急措施。
18. Ensure all bell service associates to provide service with a smile and to speak to the guests in a warm and friendly manner.
确保所有的行李员在待客服务时做到热情和微笑。
19. Maintain effective service in line with the Hotel’s Corporate Image
按照万豪的标准坚持有效率的服务
a) Company’s Grooming Standard
酒店的仪表规定。
b) Standard Operation Procedures
标准操作程序。
c) Departmental Policies
部门营运的步骤。
20. To exhibit an immaculate grooming at all times without any compromise for lesser quality other than that established by Marriott Lodging Group to project a professional image. Immaculate grooming includes neatly trimmed and combed hairstyle, a well balance and appropriate make-up, properly trimmed fingernails as stipulated in the Standard of Performance.
确保按照万豪的要求注意自己的仪容仪表，例如鬓角，头发，化妆，指甲等等。
21. To constantly display an excellent level of courtesy and etiquette in the presence of both guests and team members of the Marriott Lodging Group. Proper and pleasant choice of words is to be used at all times without discrimination. Pleasant disposition is to be display at all times in all locations within the hotel. A strong bond of cooperation and teamwork are to be embodied and exercise at all times to all team members of the Marriott Lodging Group.
不论对客人还是同事都应保持良好的礼貌礼节。注意言辞。这一切，是建立良好同事关系以及处理一切事物的基础。
22. To be punctual and achieve full attendance for all training programs provided by the hotels.
积极参加酒店组织的培训计划。
23. To provide feedback during briefing daily on suggestions or complaints from guests regarding the level of service or the smoothness of the policies and procedures practiced.
在部门会议上积极反馈客人的意见以及服务上的优缺点。
24. To assume any other duties or responsibilities as assign by the management.
学会发现其他的责任并汇报给管理层。
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