·         Manage and supervise all tasks of his/her staff ·         监督管理所有的员工。 ·         Communicate with Chief Concierge on all matters re guest services & department  operations ·         与首席礼宾司沟通对客服和部门运营。 ·         Provide functional assistance to all departments ·         为所有部门提供基本的 协助。 ·         Responsible for sorting and distributing guests Emails and returning Emails to the sender for forwarding Email。 ·         及时回复客人的邮件并采取行动。 ·         Be thoroughly aware of arrivals and departures of each day especially VIP’s and Groups ·         能够非常了解每天到达和离开的客人，特别是VIP和团队的客人。 ·         Ensure guests receive prompt attention and personal recognition throughout the hotel ·         确保客人在店期间得到及时的关注和充分的了解。 ·         Respond to guest needs and resolve related problems ·         处理客人的需求和解决相关问题 ·         Supervise and direct concierge personnel ·         监督和指导礼宾部的员工 ·         Maintains the hotel information directory (function board) and ensures that the information is current and accurate at all times ·         随时维护酒店信息目录（功能版）并确保信息是当前的和准确的。 ·         Recommends first and foremost the hotel’s own Food and Beverage outlets before outside restaurants, with full knowledge of the outlets (e.g. cuisine, operating times, etc.) ·         首先运用自己了解的餐饮知识（烹饪方法及操作时间），尽量推荐自己酒店的餐饮服务。 ·         Provides information pertaining to all hotel services, local places of interests, restaurants, doctors, sightseeing tours and any other information likely to be of the interest to guests ·         提供客人可能感兴趣的关于酒店所有服务、当地名胜、餐馆、医生、观光等方面的信息。 ·         Monitor appropriate standards of conduct, uniform, hygiene, and appearance of concierge staff ·         根据适当的行为准则监督员工的制服、卫生、和员工的仪容。 ·         Be responsible for Bellmen training (including identifying training needs) ·         负责礼宾员的培训（包括确认培训的需要） ·         Ensure that all staff are fully informed and knowledgeable on hotel facilities ·         确保所有员工充分了解酒店内设施设备的信息和知识。 ·         Ensuring that all equipment is in proper condition and recorded properly ·         确保所有的设备能够正常运作并做下记录。 ·         Must be fully conversant with emergency evacuation and fire procedures and ensure all uniformed staff are aware of these procedures ·         必须完全熟悉紧急疏散和消防程序，并确保所有在职的员工了解这些程序。 ·         Ensure the concierge counter is clean and in order at all times ·         确保礼宾柜台在任何时刻都是整洁有序的。 PERSONAL ATTRIBUTES个人特质 ·         Good organizational skills ·         良好的组织能力 ·         Good level of engagement with residents ·         良好的团队合作能力 ·         Ability to manage a multi-cultural workforce ·         适应管理一个多元化工作的能力 ·         Must be a self-starter, coach & mentor who can motivate the Team to perform their best ·         必须工作积极主动,教授和领导激励团队，是团队拥有好的执行力。 ·         经验及资质： ·        持C级驾照，驾驶技术熟练； ·        具备一定英文基础； ·         至少1-2年的行业经验

Assist guests with all inquiries, both hotel and non-hotel related. 协助客人各种与酒店相关或无关的问询。 Conduct effective shift briefings to ensure hotel activities and operational requirements are known. 进行有效的交接班说明工作，以明确酒店活动和运营要求。 Maintain detailed knowledge of the activities of the day and alert to any potential problems. 详细了解当日活动情况并留意各种潜在问题。 Maintain detailed knowledge of key occurrences in your city/location including directions to key points of interests, restaurants, theaters, shopping, cinemas, sporting and recreational facilities, banks, consulates, transport systems and special events. 详细了解所在城市和地区的情况，包括去往主要地点的路线、以及关于餐馆、剧场、商场、电影院、体育场馆、娱乐设施、银行、领事馆、交通系统和特殊活动的信息。 Maintain adequate supplies of forms, brochures and ensure they are presented in line with hotel standards. 保证供应足够的表格和手册，并确保其质量达到酒店标准。 Consult Log Book for information/request left by outgoing shift. 查阅交班人员的工作日志，寻找相关信息和要求。 Manage all incoming guest mail, messages, telexes, facsimiles and special deliveries, in accordance with policy. 按照相关政策，对发给客人的信件、留言、电传、传真和特快专递进行管理。 Manage outgoing guest mail, courier services, postage of parcels and freighting as directed by guests. 按照客人的要求，对客人寄出的邮件、通过信使服务寄送的信件、 包裹的邮资和货运进行管理。 Maintain order and security of guest keys and other selected keys kept in Front Office, ensuring key issue policy is followed. 遵守钥匙管理政策，保证客人的钥匙及其它存放在前厅部的的钥匙的安全与有序管理。 Receive telephone calls and take messages for guests who are out, in accordance with hotel policy. 依照酒店政策，替外出的客人接听电话和留言。 Record incoming registered mail, telegram, parcel, telex in appropriate file. 在相应的档案上对寄给客人的挂号信、电报、包裹和电传进行记录。 Night staff check mail, message of expected guests against the system/computer and expected arrivals. 夜岗人员按照电脑系统和预抵房记录对预抵客人的邮件和留言进行查收。 Prepare efficient work schedule for Bell staff, arranging holidays and vacations, taking into consideration projected occupancy and forecasts and any large group movements, especially those with early or late arrivals and departures. 在考虑入住情况预测以及大规模的团组活动，特别是关于提前或延迟到达及离店的情况的前提下，为行李服务部员工准备高效的工作计划，安排节日和假日。 Works with Superior and Human Resources on manpower planning and management needs. 与上级领导和人力资源部一起进行人力规划和管理需求。 Works with Superior and Director of Finance in the preparation and management of the Department’s budget. 与上级领导和财务总监一起编制和管理部门预算。

工作职责： 确保您自己和团队都能做到热情欢迎宾客，并与宾客真诚道别； 协助迎宾台或大门处的所有工作，同时确保大堂和礼宾区保持美观整洁； 通过快捷的个性化服务为宾客提供难忘的体验，发现并记录宾客的喜好； 解决宾客的问题，并充分利用宾客的反馈来提升宾客满意度； 收集并分享当地攻略以满足宾客的不时之需，比如体育赛事、名胜古迹和当地餐厅等； 在有限的时间内建立良好的宾客关系； 轻松满足全球各地宾客的多元文化需求。 任职资格： 高中毕业文凭/资格；持有大学学位更佳，但并非必要条件； 至少有4年在奢华酒店或同类型酒店担任礼宾员或相关职务的工作经验； 必须掌握流利的英语和当地语言，掌握其它语言者优先考虑； 至少1年管理经验，或学历加经验达到同等水平。

主要职责 MainDuties 1. 确保全部的顾客留言，信件，传真和包裹的正确迅速地分类及分发。 Ensuresall guests' messages, mail, faxes and parcels are handled and distributedpromptly. 2. 始终确保迅速、准确和高效的电话和留言服务。 Ensuresspeedy, accurate and efficient telephone and message service at all times. 3.确保与所有部门的沟通和协调工作顺畅有效，特别是与前台、销售、客房、维修、电话、保卫等部门之间。 Ensures that communication and co-ordinationof all Departments, with particular emphasis on the interactions betweenConcierge and Front Desk, Sales, housekeeping, Maintenance, Telephone, Securityare smooth and efficient.  4.以协助和灵活的态度与其他管理层员工密切合作，关注酒店的整体成功和客人的满意度。 Worksclosely with other management personnel in a supportive and flexible manner,focusing on the overall success of the hotel and the satisfaction of hotelguests. 5.确保所有客人的信息的准确录入，并遵循清晰简洁的原则。 Ensuresthat all guest details are entered correctly in accordance with the principlesof clean data. 6.繁忙时期确保礼宾部，行李台，大堂和入口区域均有条不紊地运作并实现酒店的品牌承诺。 Spends time in Concierge, Bell Desk, Hotel Lobby and Entrance duringpeak periods to ensure that both areas are managed well by the respective teamand delivers the brand promise. 7.确保客人信息的历史记录得到精确的维护。 Ensures that guest history records are accurately maintained. 8.确保所有礼宾部员工熟悉掌握酒店的产品知识及服务标准。 Ensures that all Concierge associates are familiar with the hotel’sproducts and services. 9. 礼貌而高效地处理所有客人和内部的投诉和询问，确保问题得到圆满解决。 Handles all guest and internal customer complaints and inquiries in acourteous and efficient manner, following through to make sure problems areresolved satisfactorily. 10.确保所有员工遵循品牌承诺并始终提供优异的对客服务。 Ensures that all associates deliver the brand promise and provideexceptional guest service at all times.