JOB OVERVIEW职位概述 Under the general direction of the Assistant Front Office Manager, and within the limited of established IHG and local hotel policies and procedures, directs in managing all aspects of the Bell service, Transportation operations, lead the coordination of any guests’ needs, special requests, and inquiries to ensure superior service and value for our guests. Adhere to all brand standards and brings the brand to life. 按照洲际酒店管理集团标准，在前厅部副经理的领导下,主要负责指导管理礼宾服务，车队运营各个方面的工作，负责协调任何客人的需求，特殊要求和询问，确保为客人提供优质的服务。遵照所有的品牌标准并将其带入生活。 DUTIES AND RESPONSIBILITIES 工作职责 •Report on a regular basis to Assistant Front Office Manager on the performance of the Concierge. 负责向前厅部副经理汇报礼宾部运营信息 •Responsible for sorting and distributing guests and administrative mail and returning mail to the sender for forwarding mail 负责挑选和分发客人的信件及行政信件，并将无人接收的信件送返发信人. •Provide 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的所有服务、当地名胜、餐厅、医生、观光等方面的信息。 •Coordinate activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction. 协调安排与其他酒店的活动，以便增进客户信息的交流和安排，最大化满足客人 •Coordinate/promote activity reports to track reservation bookings. Meet, greet, and escort as many of the Hotel's arriving guests as possible, with particular emphasis on VIPs, repeat guests, and Priority club members/ Ambassdor members 跟进酒店预订情况，尽可能多的去接触，问候和指引抵达酒店的客人，特别需要关注当天预抵的贵宾，回头客以及优悦会会员/大使卡会员 •Responsible for the maintenance of the hotel information directory (function board) and ensures that the information shown in current and accurate at all times 负责维护酒店信息簿（功能板），并确保所有信息的准确性和实效性。 •Prepares efficient work schedule for Bell Services, arranging holidays and vacation, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures 根据酒店的出租率和预测以及大规模的团队活动信息，特别是有提前或延迟到达及离店情况的前提下，为礼宾部员工准备高效的工作计划，安排轮休和假期。 •Ensures that all bell staff are neat, clean and punctual at all times and that they perform the task assigned to them promptly and efficiently 确保所有行李服务人员随时保持衣着整洁，工作守时，并且能够快速和高效的完成任务。 •Handle problems associated with guests and liaise with department heads or executive management in the absence of the Assistant Manager. 处理与客人相关的问题，在值班经理缺席的情况下负责与各部门负责人或行政管理部门联系。 •Maintains up-to-date status on cities entertainment information, major groups, major functions and events; as well as travel desk information to facilitate guest flight and accommodation assistance. Reviews VIP arrivals and makes certain that guest’s needs for special requests are met. 随时更新城市信息，团队信息以及宴会信息。为宾客提供旅途和住宿的帮助，确保重要客人的特殊要求能被满足。 •Conducts periodic departmental meetings. 定期举行部门会议 •Supports incentive programs. 建立部门激励制度 •Provides constant feedback to hotel management and department heads concerning service issues, including guest desires, complaints and comments. 不断与酒店管理层和部门领导反馈关于客人期望、投诉和建议的问题 •Additional duties as necessary and assigned. 根据工作需要分配任务 •Works with superior in the preparation and management of the department’s budget. Duties include: 与部门上级一起准备和制定部门预算。其中包括: •Assists in co-ordinating the preparation of the departmental annual budget 协助完成部门整年预算的制定. •Assists in monitoring and controlling departmental cost on an ongoing basis to ensure performance against budget 协助和监控部门成本维持在一定水平上，确保完成绩效和预算。 •Assists in the preparation of the hotel strategic plan, goals program, and Front Office Departmental Budget 协助准备酒店战略计划，目标项目和前厅部部门预算。 •Must constantly check to ensure that all P & P in the department and other relevant practices are within the Brand Standard of IHG. 必须持续不断检查确保所有部门的政策和程序及相关实践符合洲际集团标准。 •Maintain a close communication with Reservations Manager and Director of Revenue to ensure hotel transportation revenue be maximized 与预定经理和收益总监保持密切沟通确保车队收入最大化。 •Maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of departmental employees 部门员工保持合适的标准行为，着装，卫生，制服，仪容仪表和姿态。 •Provides a fair and honest input to the AFOM on Performance Appraisal for all staff members 公平、公正将所有员工工作表现提供给前厅部副经理。 •Creates a positive and motivating working environment to all staff at all times. 为员工创造一个积极工作环境，无时无刻鼓励员工。 •To be a Teacher to all staff and not criticize them negatively for poor performance 成为所有员工的老师而不是批评他们糟糕的表现。 •To work side by side with the staff member instead of just giving instruction. 要与员工并肩工作，而不只是给予指令。 •Maintain inter-departmental relationships to ensure seamless customer service 保持部门关系确保对客服务质量。 •Inspire others to excel by clearly communicating business values and direction, recognizing good performance and providing managerial support 清晰传达企业价值观和发展方向，鼓励出色表现和提供必要的管理支持。 •Develop potential staff through coaching and development opportunities to build organization capability for the future 通过辅导发现潜力员工，给予发展机会。 •Expected to be at the Lobby area at all times to monitor staff movement and their interaction with guests. To only spend a very minimal time at the back office and only do so when necessary. 在大堂范围内监督员工的行为以及对客的服务，用最短的时间在后台办公室完成必要的工作。 •To meet up with all VIP, PCR & Ambassador guests upon arrival. 会见所有的重要宾客、优悦会会员、优悦会大使在他们抵店时。 •To monitor and ensure that all staff provides warm attention to all guests, especially loyalty members and repeat guests 监督和确保所有员工为所有宾客提供宾至如归的服务，特别是优悦会会员、大使会员和回头客 •Actively obtains feedback from guests to improve services and facilities. 积极地获得客人反馈以提高服务和酒店设施设备 •Ensure guests preference and comments are documented by staff frequently and action upon next check in. 确保将客人的喜好和意见记录在客人资料信息中以便于客人下次入住员工可以提供针对性的服务。 •Build and maintain positive relationships with all internal customers and guests in order to exceed their needs 与所有内部客人和客户建立良好的人际关系，预测客人需求。 •Take action to address these needs in order to exceed their expectations 采取行动达到客人需求并超出期望。 •Create a positive hotel image in every interaction with internal and external customers 为每一个内部和外部客人营造一个良好的酒店形象。 •Adhere to hotel brand standards 遵循酒店品牌标准。 •Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests 持续不断的为客人提供高标准的产品和服务知识、销售服务和设备设施。 •Assist guests and escort them to locations within the hotel at their request 根据客人需求协助和陪同客人到达酒店内任何地方。 •Maintain knowledge of special programs and events in the hotel in order to recognize and respond to guests needs 熟知酒店内的特殊计划知识和活动在客人需求时可以提供服务。 •Implements In The Know which enhance the guest experience 实现“深入洞悉”提高客户体验。 •Green Engage program conduct, make sure all new employees receive the Green Aware training; and employees re-education. 制定绿色酒店计划，确保所有员工接受绿色环保意识培训和教育。 •Contributes towards regional charity activities as directed by Marcom. 为区域慈善活动的市场公关活动做出贡献。 QUALIFICATIONS AND REQUIREMENTS 任职要求 Required Skills – 技能要求---- •Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly the hotel, the band and the Company . 拥有在与他人交往时大多数时间所使用的沟通技能；完全代表酒店，品牌和公司与顾客，员工和第三方交往的能力。 •Problem solving, reasoning, motivating, organizational and training abilities 解决问题，评判，激励，组织和培训的能力 •A high energy level and a passion for achieving results 高标准和激情完成目标 •Strong Leadership skills in managing teams to drive for results 具有很强领导能力带领团队完成目标。 •A passion for delivering superior results 对于上级指派的任务有强烈热情去完成。 •A passion for High level of customer service 高标准的，充满热情的对客服务。 •Coaching skills 辅导技能。 Qualifications – 资格证书--- •College or above degree in Hotel Management or equivalent 具有酒店行政管理，酒店管理或相关的学士学位或大专水平 •3 years of hotel experience with 1 years in a management capacity and experience. 拥有3年前厅或1年管理服务工作经验，或与此相当的教育和相关工作经验结合的背景。