Position Summary职位概述
The Conrad
Concierge fulfills the most important function in the entire hotel. Stationed
in the lobby and the key part of the Front Office team- the Conrad Concierge
is the first and last person to interact with our guests –the real ambassador
and face of the hotel and the brand. The moment the guest arrives – getting
out from the car- the Conrad Concierge becomes the face of the hotel. From
the initial welcome, assisting with luggage and escorting to the Front Desk
or Executive Floor for check in and to the room, the Conrad Concierge spends
uninterrupted quality time getting to know the guest so that meaningful
information and recommendations to make the guests stay More Inspired can be
made. The check in process and all processes in Front Office are engineered
to facilitate longer conversations with each guest to build a relationship
with every guest. Throughout the guest stay the Conrad Concierge will seek
out opportunities to continue interacting with the guests they have meet to
add more value and personalization to the guests stay by building on the
first interaction and knowledge they observed. Being a good listener and
picking up on any minor details throughout he stay should be used to enhance
the stay experience. All and any ideas must be followed up on to exceed
expectations. As a Conrad Concierge Supervisor, we need to lead
an example for our Conrad Concierge and guide them to assist our guests
actively to ensure that our service can always meet and exceed their
expectations.
康莱德礼宾在整个酒店中履行最重要的职能。是负责酒店大堂和前厅部的重要部分—康莱德礼宾是第一个也是最后一个与客人互动的人—真正代表酒店和品牌标准的大使。从客人抵达—为客人开车门—康莱德礼宾就成了酒店的门面。从最初的欢迎,协助行李和护送到前台或行政楼层为客人办理入住并送至房间,康莱德礼宾持续高效的去了解客人,这样有意义的信息和建议会让客人留下更多的灵感。登记入住流程和前厅部的所有流程都是经过精心设计的，以便与每位客人进行更长时间的交谈，以建立与每位客人的关系。在整个客人入住期间，康莱德礼宾将寻找机会继续与他们服务过的客人互动，通过观察和互动所得到信息的基础上，为客人入住过程增添更多的价值和个性化。做一个好的倾听者，在客人入住的整个过程中任何细小的细节，都应该被注意并用来提高客人入住体验。所有的想法都应该必须跟进，以超越客人的期望。作为康莱德礼宾主管更需要以身作则，为员工树立榜样，引导员工主动协助客人以确保我们的服务能够一直满足并超越客人的期望。
1.
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。
2.
Has knowledge of the hotels
facilities and services as well as basic knowledge of Hilton International, and
other Hilton properties in China.
掌握希尔顿酒店集团及中国地区其他希尔顿项目的基本概况。
3.
Communicates effectively both
orally and in writing to provide clear direction to staff. Assigns and
instructs guest service agents in the details of work Observes performance
and encourages improvement.
与员工有效的沟通，提供明确指示，关注员工的表现并给予激励。
4.
Uses creative management skills
to solve guest and team member problems . Ensures compliance with company
standards to ensure consistent high quality guest relations .
在遵循酒店规章制度，维持优质高效服务的基础上设法解决所有宾客及员工遇到的困难和问题。
5.
Resolve customer complaints by
conducting thorough research of the situation and the most effective
resolution. Authorize revenue allowances to remedy problems only after
alternative solutions have been offered.
在彻底了解事件发生经过的情况下解决客人投诉，在对提供多种解决方案仍无法解决投诉的情况下予以一定的收益补偿。
6.
Greets guests immediately with
a friendly and sincere welcome , uses a positive and clear speaking voice ,
listens to and understands requests , issues and situations from both guests
and team members. Regular attendance in conformance with the standards ,which
may be established by Hilton from time to time , is essential to the
successful performance of this position. Due to the cyclical nature of the
hospitality industry , employees may be required to work varying schedules to
reflect the business needs of the hotel .
友好诚挚的问候，耐心倾听，沟通并解决所有宾客与员工的困难和问题。在团队中起到表率作用，能应酒店需求调整工作时间。
7.
Supports and motivates Concierge
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。
8.
Prepare and conduct daily
pre-shift meetings, communicate effectively with all team member and provide
them with any information necessary to provide guest service in accordance
with Hilton Doubletree standards.
主持日常例会，及时将希尔顿服务标准，对客服务的相关信息做有效传递。
9.
Monitor performance of team
member with performance evaluations and discipline issues. Make
recommendations for training related issues when inconsistencies develop at
the Executive Floor Desk. Regular attendance in conformance with the
standards, which may be established by Hilton from time to time, is essential
to the successful performance of this position. Due to the cyclical nature of
the hospitality industry, employees may be required to work varying schedules
to reflect the business needs of the hotel.
对员工表现作出评估，不足之处予以指出并给予恰当培训。在团队中起到表率作用，能应酒店需求调整工作时间。
10.
Actively takes part in training
the team, supporting and leading formal training sessions and focusing 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。
11.
Acts as a coach and mentor to
team members, reinforcing standards and expectations and motivating team
members to strive for established targets.
做员工的导师，提高员工水平，促进他们完成所设立的目标。
12.
Maintains discipline amongst
team members, ensuring consistency in accordance with the team member
handbook, Chinese Labour Law and HR guidelines.
确保员工手册，中国的劳动法，HR指南的一致性，必要的时候提供培训。
13.
Is involved with the
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。
14.
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。
15.
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。
16.
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。
17.
Promotes HHonours and its
associated benefits to guests who are not already enrolled in the program.
Ensures that existing HHonours 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。
18.
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.
Conducts daily briefings, shift handovers, attends meetings and effectively
communicates information to team members.
确保信息的有效传递，尚未完成的事情逐一移交至有关人员，让宾客满意。参加日常例会及其他会议。
19.
Ensures that the front desk is
kept stocked and maintained with requisitions and that par levels are
maintained and stock tracked.
确保日常设设施备用品的维护保养和必需库存，所有物品记录有序。
20.
Adheres to the hotel selling
strategy of Demand Based Pricing and maintains rate integrity.
根据价格要求向客人提供相应物有所值的物品。
21.
Complies with Health &
Safety, Emergency Management, disaster Manual, and Fire procedures and
regulations. In the absence of the Guest Relations Manager, is a part of the
Fire Team ands takes action accordingly.
按照健康安全，危机管理部门，灾难处理方法，救火程序执行。在宾客关系经理不在场的情况下，参与救助行动。
22.
Adheres strictly to standard
cash handling procedures amongst team members, ensuring that all team members
balance their float and drop the required amount.
严格遵守现金收付手续，确保所有收银员的现金帐目准确无误，收支平衡。
23.
Adheres to the company credit
policy at all times when handling cash, credit card transactions, city
ledger, providing currency exchange services, 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，公司或第三方付费等服务时要严格遵守酒店规定。
24.
Maintains safety deposit boxes,
ensuring that guests valuables are safe and secure at all times.
为客人提供保险箱，保证他们的财物安全。
25.
Manages costs effectively by
minimizing and controlling expenses.
控制花费，节约成本。
26.
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，确保客人感受到物有所值。
27.
Supervises front desk staff to
insure smooth and efficient operation during the assigned shift .
督促管理当值期间前台接待工作，确保提供优质高效的服务。
28.
Manages desk , resolves guest
concerns , handles emergencies and other challenges that may occur during the
assigned shift . Implements resolutions by using discretion and judgment .
管理前台，用敏锐的判断力和决断力对当值期间的突发状况予以迅速解决。
29. Checking-in guests in accordance with their reservation details,
ensuring that the registration card is completed, reservation information
confirmed, HHonours and Frequent Flyer Number enquired about, and method of
payment secured.
依照预订为客人办理入住，核对预订信息，希尔顿荣誉客会号及航空公司会员号，确保入住登记表的完整性及付款方式安全有效。
30. Checks Registration cards, meeting and function information, billing
instructions, financial records and reservation backup to ensure that all
information received is actioned upon.
核对入住登记表，会议及活动信息，预订备份等。
31. 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。
32. Ensuring that guests are escorted 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。
33. Acts as the first point of contact and liaison for VIP guests,
ensuring that they are treated personally and recognized as an individual.
作为VIP客人最先联系到的部门，要确保他们的个性化服务。
34. Liaises with Sales, Reservations and the Business Development team to
handle corporate.
协助销售，预定和商业发展团队共同为客人提供服务。
35. Allocates rooms in accordance to the guests reservation, preference
and remarks, maintaining a systemized and sales focused approach to room
inventory management.
按照客人的预定或喜好安排房间，并做详细目录管理。
36. Ensures that guests profiles and information is input in to the Police
Report system in a timely and accurate way.
确保宾客档案信息及时录入公安申报系统。
37. Ensures communication, coordination and cooperation between the front
desk and other operating departments, specifically Housekeeping, F&B and
Accounts.
确保前台和其他部门间的沟通交流，特别是客房部，餐饮部，财务部等。
38. Maintains the hotel systems to ensure accuracy of information and
data, and that it is easy to use and operated in an organized and systemized
way. Also Ensures that the Front Desk equipment and systems are functioning
at all times, and that the area is maintained in a clean, tidy and organized
way.
维护酒店电脑系统信息数据的准确性，便于系统操作，确保前台运营设备的正常运转以及工作区域的整洁清洁。
39. Ensures that the day-to-day functions of the front desk are completed.
Including but not limited to Guest Services Manager’s checklist, trace
reports, credit limit checks, online back-up, allocation of rooms, Lost
Interface, Pay-Masters, Discount and rate discrepancies, and registration
cards.
确保前台的日常管理，包括但不局限于工作的监督，房间分配，报告，信用额度核对，电脑数据备份及主帐的核对等。
40. Completes reports where and when requested, ensuring that they are
complete and delivered on time to the respected party.
如有要求，提供完整的报告，并及时送至所需部门。
41. Follows up on outstanding accounts to ensure no loss of revenue and
secures method of payment for upcoming reservations.
跟进担保预订及付款方式，确保酒店收入。
42. Maintains the efficiency of departure by checking all guests folios to
ensure accuracy of charges.
确保所有帐单消费的精准性，为客人提供高效快捷的结帐服务。
43. Handles guest relocations as required .
帮助客人解决换房间事宜。
44. Handles complaints promptly and efficiently, taking the necessary
action, and informing the Guest Relations Manager or Guest Service 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。
45. Monitor Executive Floor traffic to make team membering adjustments
accordingly.
维持行政楼层的秩序，根据需求进行人员调配。
46. Prepares the Executive Lounge for F&B service, monitoring service
and preparation areas to ensure cleanliness and presentation standards. Meets
and greets regular and normal guests during the service, ensuring
satisfaction.
为行政楼层提供餐饮服务，监督管理使行政楼层随时都处于最佳状态。问候行政楼层的客人和常客确保客户满意度。
47. Ensures that the Assistant Front Desk and Guest Service Managers are
kept aware and up to date of operational issues.
汇报最新的工作进展，确保前厅副经理和宾客服务经理对部门营运状况的了解。
48. Operation of office equipment such as facsimile and photocopier as
needed.
对行政楼层的设施设备和文具用品予以管理，如传真机，影印机等。
49. Pre Register all VIP’s and Hilton Hhonors Reservations so that the
rooms may be inspected, and at the same time to ensure amenities are
delivered to the correct Rooms.
做好VIP和希尔顿会员抵店前的准备工作，确保VIP礼物的及时摆放。
50. Prepare daily forecast of expected arrivals and departures using
analysis and judgment skills.
对已有数据进行分析整理，做好预抵和预离的报表。
51. 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.
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。
52. 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。
53. Is up to date with information on facilities, attractions, places of
interest, sights and activities in and around hotel.
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。
54. Ensures that the concierge team correctly carries out ticket
reconfirmation, tour 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，旅行预定等服务。
55. Remains calm and attentive especially during heavy hotel activity and
emergencies . Listens and responds to guest inquires using a positive , clear
speaking voice . Answers questions and offers assistance giving accurate
information regarding outlet hours , other hotel services , directions to
local attractions or function rooms ,car rentals , air line shuttle service
,etc.
能成着冷静的应对各种突发情况。熟知酒店各营运场所的营业时间，为客人提供旅游向导，租车，订票等各种服务。
56. Ensuring that guests are escorted 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。
57. Ensures 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。
58. Handles and stores 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。
59. Responsible for ensuring that 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。
60. 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。
61. 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。
62. 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，该部门有权更改或补充该职位描述。
63.
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。
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