job overview职位概述
· The supervisor provides day to day supervision to the Bell Service team, Drivers to ensure that the Concierge Team is running smoothly and courteously. Efficient service is rendered to all guests under the guidance of the Chief Concierge and Front Office Manager and in accordance with the objectives, performance and quality standards established by hotel.
· 主管需要监督管理每日礼宾部团队的日常运作,确保礼宾团队和车队的平稳运行，保持彬彬有礼。在礼宾部经理和前厅经理的既定目标下，去高效的服务客人,确保礼宾部和车队符合酒店制定的目标。
Duties and Responsibilities工作职责
· To be well-versed with the products offered by the hotel
· 熟悉酒店的相关信息。
· To ensure effective communication within the Concierge Team as well as other departments and management to achieve the hotel’s operation goals
· 确保有效的沟通礼宾团队以及其他部门，实现酒店的经营目标。
· To effectively communicate with all guests and patrons to achieve the hotel’s business goals
· 有效地与客人沟通达到酒店的业务目标。
· To establish good rapport with guest concerning services from all areas of operation with a professional, warm, caring and tactful manner to reflect the positive image of hotel. Also be able to provide excellent solution to the guest’s satisfaction.
· 通过各方面的服务与专业操作,温暖关怀、和客人建立良好的关系，体现酒店良好的形象。
· To ensure all complaints and problems of guests are rectified immediately in a prompt and courteous manner. Any matters that cannot be solved immediately are to be follow up personally and as soon as possible. Guests are to be notified of the progress of the action taken and assured of effective and prompt follow-up. All solutions reached must be up to the level or even exceeds the guest’s satisfaction.
· 确保所有客人的投诉和问题迅速而有礼貌的方式得到解决。任何问题如不能立即解决要亲自尽快跟进,。事情的进展,保证有效和及时跟进。解决方式需要一定的技巧。
· To provide assistance to fellow team members during peak periods. Also to be able to provide guidance courteously to any team members on the policies and procedures of each job task.
· 主管之间应有团队协作精神，相互帮助，在工作过程中礼貌的对待自己的同事。
· To be conversant with the software and operating equipment used by the hotel in order to effectively generate reports or any request from in-house guests
· 熟练使用相关酒店操作系统，能有效地服务到客人。
· To be able to plan and prioritize daily job duties effectively. Intelligent time management by carefully delegating duties to the team members to achieve operation objectives.
· 能够有效地安排日常工作。合理的安排员工工作。
· To attend and participate actively on the monthly Front Office meeting and provide feedback, suggestions and effective solutions on the work flow and policies and procedures of the Concierge department
· 积极参与月度前厅会议并提供反馈,提出有效地建议和解决方案。
· Responsible for the safety of all guest’s luggage.
· 负责所有对客行李的安全 。
· To provide the information around the hotel for the guest.
· 为客人提供酒店周边的相关信息。
· Assist with manager’s working.
· 协助经理的相关工作。
· To manage the transportation
· 对酒店用车的管理。
· Comply with all Hotel and corporate guidelines.
· 遵守酒店和企业指导方针。
· Deliver high quality service to guests
· 向客人提供高品质的服务。
· Adhere to departmental cleaning and maintenance programs
· 遵守部门清洁和保养规定。
Qualifications –
学历
· Diploma or Vocational Certificate in Hotel Management or equivalent
· 酒店管理或相关专业学历优先
Experience –
经历
· 3 -4 years related, or an equivalent combination of education and experience.
· 3-4年相关工作经历，或与此相当的教育和相关工作经验结合的背景。
