The ConciergeAttendant’s main duty is to perform all concierge duties andmiscellaneous requests. Responsible for fulfilling the requests of guests andensure that 100% guest satisfaction is the most important purpose of the bellstaff at The hotel.
为客人提供处理礼宾部日常工作以及其他多重需求. 作为酒店礼宾员最重要的是要满足客人合乎情理，且不违反法律与道德的各种要求，并确保提供的服务能让客人100％满意
CORE WORK ACTIVITIES岗位主要工作职责
Administration
行政
l Be aware of safety and security issuesand report to managers
具有安全意识,关心工作区域的安全性,对于一些安全隐患要及时报告给经理。
l Keep guest information confidential andonly communicate the information with proper personnel
确保客人信息的机密性, 只能与为了工作为目的的相关员工进行交流。
l Be familiar with the layout of thehotel and memorize the preferred route for escorting guests.
熟悉酒店布局并记下护送客人的最佳路线。
l Provide information to guests about thehotel facilities and services.
向客人提供关于酒店的设施和服务的信息。
l Provide guest services and guidance.
向客人提供服务和引导。
l Obtain daily operational informationthrough line up
从每天的会议中获得工作信息
l Maintain detailed knowledge of keyoccurrences 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.
l 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。
l Build up good relationships with bothinternal and external guests
建立酒店内部和外部的良好关系
Guest Satisfaction
客人满意度
l The purpose of hotel staff is to provide a service withgenuine care to hotel guest, staff must make sure the security and comfort ofguest is their highest mission.
酒店礼宾员必须提供给客人最真诚的关心与服务，客人的安全与舒适是酒店礼宾员的确根本任务
l The Concierge Attendant must practice the 3 steps of servicein compliance of the hotel Philosophy.
酒店礼宾员必须按照优良服务三步骤为客人服务
l In order to ensure the standards, the Concierge Attendant of hotel should fully practice theservice process and procedure of hotel upon every interaction with hotel guest.
为保证服务的标准，酒店礼宾员需按标准的程序和要求为每一位宾客提供服务
Profitability
利润率
l Concierge Attendant should have the sense to promote theHotel facilities and practice the energy and cost conservation at all time,such as guest supplies etc.
酒店礼宾员应积极销售酒店的产品，服务和设施，节约能源和资源，如各种用品等
l Concierge Attendant should report to the supervisor orManager if there is any chance of selling.
酒店礼宾员应及时报告任何销售机会
Communication andCompliance to Job Assignment.
沟通与合作
l Refer to hotel policy, Concierge Attendantshould communicate the issues with proper personnel (Supervisors or Managers)
酒店礼宾员必须将关注的问题与相关人员交流，如总礼宾司和主管
l As a line employee, Concierge Attendant must practice the full compliance tothe daily job assignment. Any objection of job assignment without proper reasonis not allowed and to be communicated with concerned staff and Manager of GuestService.
作为一名一线员工，酒店礼宾员必须积极服从工作安排，任何无端的不服从是不适当的，并可能导致纪律处分
Operation Efficiency
工作效率
l Once Concierge Attendant receives a call of job, he must Re-actquickly to the mission in order to provide a speedy service response to guestrequest.
当礼宾员接到指令后，他必须有迅速的反应，以保证客人得到快速的服务
l Concierge Attendant must be aware of his efficiency ofoperation has direct impact towards the satisfaction of guest & thedepartment profit.
酒店礼宾员必须了解他的工作效率对酒店客人的满意度和部门利润有着直接的影响
GENERAL DUTIES
其他相关职责
Grooming and Image
仪容仪表
l As the staff of hotel, the Concierge Attendant must make sure adhere to the groomingstandard to present a fine image of the hotel.
酒店礼宾员必须遵照酒店的仪表行为准则，体现良好的酒店形象。
l As the staff of hotel, the Concierge Attendant must make sure the integrity of hotelimage and department image. Always convey the fine image no matter in and outof hotel, communicate the concerns to proper supervisor or managers.
作为一名酒店礼宾员，他必须保证酒店形象的完整性，无论酒店内外，保持良好的酒店形象和言谈举止。
l No- Smoking when on the duty
不得在岗位上抽烟
Attendance
出勤
l Adheres to the set procedures for attendance andtimekeeping.
按酒店章程和工作要求准时出勤和下班，保证出勤率
l Concierge Attendant job is a specific job related withBusiness pattern, it often requires over time and re-scheduling of timing. Concierge Attendant should be flexible with the schedulingand last minute amendment of the timing of working.
根据工作要求出勤是酒店礼宾员的工作特点，可能会加班和临时调动班次，礼宾员须积极主动配合工作要求和时间调动
Company Policies and Procedures
公司章程与政策
l Familiarizes oneself, and adheres tothe provisions outlined in the Employee’s Handbook, Disciplinary Code and Rulesand Regulations.
了解并遵守公司章程与政策，员工手册，纪律规定和条例
Environment Awareness
环境保护
l Reduced waste material andsupplies by re-using or selling
循环利用，减少浪费
l Conserve water and energy
节约水电等资源
l Maintain proper image ofthe working area at all times
保持办公地点的整洁
l Actively participate inEnvironmentally friendly practices
积极的创造友好愉快的工作环境
l Actively participate inactivities concerning the protection of the environment
积极参加有关环境保护的活动
Training, Meeting and Employees Activities
培训，会议，和员工活动
l Attend Scheduled Training and Meeting
积极参加安排的培训与会议
l Participate actively in company and department initiatedemployee activities.
积极参与酒店或部门安排的活动
l Any absence of above mentioned activities must have priorapproval from manager or supervisor.
任何缺席必须事先得到经理或主管的批准
Lateral Service
横向服务
l As employee of the hotel, he shouldparticipate the assignment of lateral service, such as assisting Bell &Door Service
作为一名酒店员工，酒店礼宾员应积极配合横向服务的安排
Qualifications
任职条件:
Essential
必备条件:
l Minimum 2 year working experience in similar capacity.
2年相关工作经历
l Ability to work long and unusual hours
可以适应长时间工作以及在不同时段上班的可能性
l Service-oriented
良好服务意识
l Cheerful and Team Spirit
具有激励和团队建设品质
l Confident
信心
l Alert, Calm, Organized
警觉，冷静，有序
l Good Learner
进取
l Ability to work long and unusual hours
能适应长时间工作和加班
Desirable
可取条件：
l 2-year experience in a serviceoccupation
2年服务相关行业经验
l Good Communicator
良好沟通能力
SKILLS
技能:
Essential
必备条件:
l Must have a professional image and personality exudingconfidence
具有专业形象和个性散发的信心
l Ability to maintain confidentiality and security of allguest and general hotel information.
具有一定的保密能力，对所有客人的及一般酒店的信息安全负责
l Must be a team player, working well with other departmentsand coworkers.
具有良好的团队精神，与其他部门和同事关系良好
l Ability to work flexible hours, including weekends andevenings if necessary.
灵活的工作时间，如有需要包括周末和晚上
l Ability to work flexible hours, including weekends andevenings if necessary.
工作勤奋，提供额外的关注，以满足客人的个人需求和欲望
l Ability to go the extra mile, to provide the extra attentionin order to satisfy guests’ individual needs and wants.
具有一定的创意，能不断创新并改进服务
l Should display leadership qualities in regards to thinkingclearly, quickly, and making decisions.
具有良好的沟通能力，以积极促进酒店所有客人和公司的关系
l Ability to promote positive relationships with all guests inthe hotel and company.
具有与客人建立积极良好的关系的能力
Note
备注:
A review of thisdescription has excluded the marginal functions of the position that areincidental to the performance of fundamental job duties. All duties andrequirements are essential job functions.
此工作职责把很多次要的工作职责排除在外而增加了大量的基本工作职责。所有责任和要求都是最基本的工作职责。
This job description in no way states or implies that these arethe only duties to be performed by the employee occupying the position.Employees will be required to perform any other job related duties assigned bytheir supervisor.
此工作职责没有规定或暗示这些责任是在岗员工所有的责任。员工还必须完成所有由主管分配的相关任务。
The Hotel reserves the right to delegate tasks andduties not listed in the job description to support Hotel Credo and operationalneeds.
为支持酒店信条及运作需要，酒店保留分配其他工作及任务的权利。
