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崗位職責/職位描述 Position Summary 職位概述 To supervise the other concierge associates, bell staff, doormen to effectively handle guest requests, to ensure that they are adhering to all hotel policies, procedures and standards while striving towards total guest satisfaction. To ensure that the above-mentioned areas are working in a professional manner at all times. 督導(dǎo)其他的禮賓同事，行李員，門僮快捷有效的為客人提供服務(wù)，確保他們執(zhí)行酒店的規(guī)章制度，程序和標準達到賓客滿意。 確保以上崗位隨時保持專業(yè)工作結(jié)果。 Responsible for hiring, training and development of all concierge-related associates, so they are hospitable, outgoing and customer service oriented. 負責招聘、培訓和發(fā)展所有禮賓部相關(guān)的員工，使他們有禮、外向并以客為先。 Assist the Chief Concierge in above areas to ensure a correct and smoothly operation department.? 協(xié)助禮賓司保證上述區(qū)域運營流暢、正確。 Each associate is expected to carry out, within their capabilities, all reasonable requests by management. 每位員工須執(zhí)行在其能力范圍內(nèi)的管理層提出的合理工作要求

崗位職責 1.直接負責禮賓部及兒童嗨玩區(qū)的日常管理工作。 2.對酒店的賓客提供禮貌專業(yè)的服務(wù)；協(xié)助重要賓客的入住和離店。 3.管理行李房，確保所有的行李有行李標簽并且安全存放在合適的位置。 4.負責日常客戶咨詢和解答。 5.確保工作區(qū)域內(nèi)的所有設(shè)備處于良好工作狀態(tài)。 6.參與員工的培訓工作。負責員工的日常培訓，制定培訓計劃。 7.賓客有要求時，為預(yù)計離店的賓客安排出租車、機場班車的服務(wù)。 崗位要求 1．高中以上學歷，有同崗位工作經(jīng)驗2年以上 2．身體健康，品貌端正，形象氣質(zhì)佳。 3．優(yōu)秀的組織管理能力。 4．優(yōu)秀的交際能和溝通技巧。 5．善于同賓客交往、溝通，處理周到、果斷，能獨立處理各種投訴。

崗位職責: Scope of Job: The Concierge Supervisor at LEGOLAND Hotel Shanghai oversees bellmen and concierge operations, ensuring exceptional guest service. They lead, train, and schedule the team, promoting a guest-focused environment and adherence to brand standards. Acting as the primary contact for guest requests, they handle luggage assistance, transportation, and family-friendly recommendations. The supervisor addresses guest concerns, coordinates with other departments, and ensures a seamless experience. This role requires strong leadership, excellent communication skills, and a commitment to customer service to maintain LEGOLAND’s welcoming atmosphere and ensure an enjoyable stay for all guests. Main Responsibilities 1. Scope As the Concierge Supervisor, you will be responsible for performing the following tasks to the highest standards: - Manage daily operations of the concierge and bellmen team to ensure smooth and efficient service. - Lead, motivate, and inspire the concierge and bell staff to provide enthusiastic, family-friendly service that aligns with LEGOLAND’s brand standards. - Develop and implement training programs covering customer service, LEGOLAND brand standards, guest interaction protocols, valet procedures, and safety measures. - Engage with guests in a friendly and approachable manner, ensuring their questions are answered, and needs are met promptly. - Coordinate guest arrivals and departures, including luggage handling, parking assistance, and transportation arrangements for a seamless check-in and check-out experience. - Actively keep informed about Shanghai’s local attractions, events, and dining options to offer valuable recommendations and enhance the guest experience. - Arrange special services for guests, such as car services, dining reservations, tours, and event tickets, with precision and attention to detail. - Address guest complaints or concerns with empathy and professionalism, offering immediate solutions and following up to ensure satisfaction. - Supervise safe and secure luggage storage and handling, following security protocols to prevent loss or damage. - Work closely with the front desk, housekeeping, and other departments to facilitate smooth service transitions and meet guest needs effectively. - Maintain cleanliness and organization at the concierge, bell, and valet desks, keeping them stocked with maps, brochures, and local guides for guest information. - Build and maintain relationships with local vendors, restaurants, and event organizers to secure exclusive deals or recommendations for guests. - Monitor and manage inventory for concierge supplies, welcome materials, and valet and luggage handling tools, reordering as needed to ensure team preparedness. - Review guest feedback from surveys and online reviews, implementing adjustments to improve concierge, bell, and valet services based on recurring issues. - Adhere to and enforce hotel policies, health, safety regulations, and local legal standards in all concierge, bell, and valet operations. - Provide VIP and special guest assistance, offering personalized attention for a unique, tailored experience. - Act as a liaison for guest-related issues, coordinating with management to ensure smooth resolution of complex situations. - Ensure a high standard of personal presentation for both the supervisor and team, adhering to LEGOLAND's dress code and grooming standards. - Have a “never say no” attitude and mentality. - Ensure the lobby maintains an elegant and orderly atmosphere for guests, upholding a welcoming and organized environment. 2. Leadership - Conduct regular team meetings to discuss updates, challenges, guest feedback, and recognize team achievements, keeping everyone informed and motivated. - Track team performance, offering constructive feedback, setting performance goals, and encouraging professional growth to maintain high service standards. - Foster a positive, inclusive work environment with open communication and recognition of individual contributions. - Prepare daily and weekly reports documenting operations, guest requests, valet incidents, and performance metrics for hotel management. - Supervise valet parking operations, ensuring secure and careful handling of guest vehicles, proper parking documentation, and prompt retrieval of vehicles. 3. Training - Actively take part in training the team, facilitating formal training sessions and on-the-job training to ensure that all team members are of the same standard. - Attend training where and when required. - Attend and participate in monthly manager meetings within the Front Office. - Attend weekly OTA meetings to ensure score objectives are met and discuss feedback given by the guests. 4. Technical Security - Ensure guests’ confidential information are privately archived and not shared with third-party vendors that are not otherwise licensed by Legoland. 5. Health and Safety HSS at LLSHR is the responsibility of all staff, so every employee has a duty to themselves, colleagues and LLSHR’s guests to work safely at all times. This means that you are expected to: -Follow established safe working practices and controls, use any personal protective equipment they are issued with, and abide by all relevant HSS rules and standards. -Report immediately any HSS incidents, including unsafe acts or conditions, near-misses and injuries. -Suggest any ideas you have for HSS improvements to your manager. -Support LLSHR’s measures to improve HSS performance. -Participate in HSS training, campaigns and initiatives. -Co-operate with health screening and surveillance as required. If any employee feels that their HSS concerns have not been properly addressed locally, they should inform the Group HSS team, the Group HSS Director, People department or the Whistleblowing Hotline. 任職資格: Job Requirements 1. Work and Educational Background - College degree or above, if there is work experience in a shared position, the educational requirements may be adjusted. - At least two years in a supervisory level position in Concierge operation. - Skilled in handling guest relationships and able to quickly and effectively address various issues. - Proficient in mastering and using computers. - Shift work is required, including weekends and national public holidays. - Emergency situations and emergencies need to be handled. - Fluent in more than one language- Able to read, write, speak, and understand English to communicate effectively with guests and colleagues. - A member of the Golden Key Association is preferred. - Must have a C Level driving license. 2. Skills and Knowledge A Concierge Supervisor is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow: - Fluent in computer operation and basic computer software skills such as Microsoft Word, Excel, PPT, Outlook, etc. - Maintain high customer service focus by approaching your job with the customers always in mind. - Strong sense of principle, professional management ability, a good team player, excellent interpersonal skills, sense of decency, honest and reliability. - Have a strong sense of responsibility and learning ability. - Ability to handle multiple tasks and work under pressure. - Attention to detail and strong problem-solving skills. - Excellent communication skills and customer service abilities. - Able to effectively deal with internal and external guests, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect and analyze accurate information and resolve conflicts. - Strong sense of responsibility and eagerness to learn. - Keen observational skills, with the ability to effectively lead and delegate tasks to the concierge and bellmen team. - Maintain welcoming atmosphere and ensure an enjoyable stay for all guests.

崗位職責 1、直接負責禮賓部的工作。 2、對酒店的賓客提供禮貌專業(yè)的服務(wù)；協(xié)助重要賓客的入住和離店。 3、管理行李房，確保所有的行李有行李標簽并且安全存放在合適的位置。 4、負責所有的特殊事情和酒店服務(wù)的有關(guān)信息的公告。 5、確保工作區(qū)域內(nèi)的所有設(shè)備處于良好工作狀態(tài)。 6、負責員工的培訓工作。負責員工的日常培訓，制定培訓計劃。 7、賓客有要求時，為預(yù)計離店的賓客安排出租車、機場班車的服務(wù)。 崗位要求 1、大專以上學歷，有同崗位工作經(jīng)驗1年以上；金鑰匙會員。 2、身體健康，品貌端正，形象氣質(zhì)佳。 3、優(yōu)秀的組織管理能力。 4、優(yōu)秀的交際能和溝通技巧。 5、善于同賓客交往、溝通，處理周到、果斷，能獨立處理各種投訴。

崗位職責 1、對酒店的賓客提供禮貌專業(yè)的服務(wù)；協(xié)助重要賓客的入住和離店。 2、管理行李房，確保所有的行李有行李標簽并且安全存放在合適的位置。 3、負責所有的特殊事情和酒店服務(wù)的有關(guān)信息的公告。 4、確保工作區(qū)域內(nèi)的所有設(shè)備處于良好工作狀態(tài)。 5、參與員工的培訓工作。負責員工的日常培訓，制定培訓計劃。 6、賓客有要求時，為預(yù)計離店的賓客安排出租車、機場班車的服務(wù)。 崗位要求 1、身體健康，品貌端正，形象氣質(zhì)佳。 2、優(yōu)秀的組織管理能力。 3、優(yōu)秀的交際能和溝通技巧。 4、善于同賓客交往、溝通，處理周到、果斷，能獨立處理各種投訴。

一、 團隊管理與運營 1. 日常管理： 排定禮賓部員工的班次，主持每日班前會，分配工作任務(wù)，確保各崗位（門童、行李員、禮賓臺）高效運轉(zhuǎn)。 2. 培訓與發(fā)展： 制定并執(zhí)行新員工入職培訓計劃，定期組織在職員工進行服務(wù)標準、產(chǎn)品知識、溝通技巧及安全流程的培訓與考核，提升團隊整體專業(yè)素養(yǎng)。 3. 績效與督導(dǎo)： 監(jiān)督、指導(dǎo)、激勵和評估下屬員工的工作表現(xiàn)，及時糾正偏差，提出改進建議，并協(xié)助前廳部經(jīng)理進行績效評估。 4. 物資管理： 負責禮賓部相關(guān)設(shè)備的管理與維護（如電瓶車，行李車、對講機、雨傘、輪椅等），確保其清潔、完好、數(shù)量充足。 二、 對客服務(wù)與體驗提升 1. 高標準服務(wù)： 確保所有賓客抵店、離店時都能享受到熱情、主動、專業(yè)的迎送服務(wù)，包括開車門、協(xié)助卸/裝行李、引導(dǎo)等。 2. 行李服務(wù)： 監(jiān)督行李的安全、準確、高效運送、寄存和領(lǐng)取流程，處理賓客的特殊行李需求（如易碎品、大件物品等）。 3. 信息樞紐： 作為酒店的“萬事通”，精通本地信息（如旅游景點、交通、餐飲、購物、醫(yī)療、娛樂等），為賓客提供準確的咨詢、預(yù)訂和安排服務(wù)（如預(yù)訂餐廳、車輛、導(dǎo)游、演出門票等）。 4. 個性化服務(wù)： 處理賓客的特殊要求和建議，積極為VIP客人、?？图坝刑厥庑枨蟮目腿颂峁俺狡谕钡膫€性化服務(wù)和驚喜體驗。 5. 投訴處理： 及時、妥善地處理賓客在禮賓服務(wù)范圍內(nèi)遇到的投訴和問題，無法解決的需迅速上報前廳部經(jīng)理。 三、 協(xié)調(diào)溝通與業(yè)務(wù)推廣 1. 內(nèi)部協(xié)調(diào)： 與前臺、客房部、餐飲部、銷售部等其他部門保持密切溝通與協(xié)作，確保信息暢通，為客人提供無縫銜接的服務(wù)。 2. 外部聯(lián)絡(luò)： 建立并維護與本地旅行社、出租車公司、航空公司、旅游景點、高端餐廳等外部合作伙伴的良好關(guān)系。 3. 收益創(chuàng)造： 積極向客人介紹和推銷酒店的客房、溫泉、餐飲、SPA等設(shè)施與服務(wù)，促進酒店內(nèi)部消費，提升酒店收入。 四、 安全與標準 1. 安全合規(guī)： 嚴格執(zhí)行酒店的安全規(guī)定，確保行李房區(qū)域的消防安全和行李財產(chǎn)安全。監(jiān)督行李寄存程序的執(zhí)行，核對寄存牌，防止錯取、丟失。 2. 標準維護： 確保禮賓部所有員工儀容儀表、行為舉止完全符合酒店的服務(wù)標準和品牌形象要求。 3. 記錄管理： 管理并審核各類服務(wù)記錄和報表，如行李寄存記錄、委托代辦記錄、小費記錄等，確保準確無誤。 任職資格要求： · 教育背景： 高中及以上學歷，酒店管理、旅游管理等相關(guān)專業(yè)優(yōu)先。 · 工作經(jīng)驗： 2年以上星級酒店或度假村禮賓工作經(jīng)驗，至少1年以上領(lǐng)班或主管經(jīng)驗。

【崗位職責】 1、直接負責禮賓部的工作。 2、對酒店的賓客提供禮貌專業(yè)的服務(wù)；協(xié)助重要賓客的入住和離店。 3、管理行李房，確保所有的行李有行李標簽并且安全存放在合適的位置。 4、在度假村內(nèi)負責接送客人至各服務(wù)點。 5、確保工作區(qū)域內(nèi)的所有設(shè)備處于良好工作狀態(tài)。 6、參與員工的培訓工作。負責員工的日常培訓，制定培訓計劃。 7、賓客有要求時，為預(yù)計離店的賓客安排出租車、機場班車的服務(wù)。 【崗位要求】 1、中專以上學歷，有同崗位工作經(jīng)驗3年以上。 2、身體健康，品貌端正，形象氣質(zhì)佳。 3、優(yōu)秀的組織管理能力，優(yōu)秀的交際能和溝通技巧。 4、有C1以上駕照，能夠獨立駕駛機動車。 5、善于同賓客交往、溝通，處理周到、果斷，能獨立處理各種投訴。

*工作地點： 鼓浪嶼 *工作內(nèi)容描述： 1. 主責整理、更新客史資料，檢查GRO日常接待流程的規(guī)范性，清理部門各項相關(guān)報表； 2. 代表酒店接送VIP客人，保證部門提供優(yōu)質(zhì)、個性化服務(wù)； 3. 負責處理賓客投訴，提高部門解決客訴的能力，有效降低酒店客訴率； 4. 制定部門培訓計劃，完成部門人員培訓和評估； 5. 做好部門月度數(shù)據(jù)匯總工作，積極思考對部門和酒店有利的建議，提高部門服務(wù)水平； 6. 熟悉財產(chǎn)安全、緊急救護、火警等處理流程，帶領(lǐng)GRO保障酒店正常運營； 7. 熟悉本崗位工作標準及流程，維持對酒店相關(guān)信息的高度了解； 8. 負責召集和主持部門會議，安排部門人員工作，使部門效益最大化； 9. 加強與其他各部門的信息溝通，協(xié)調(diào)對客服務(wù)的各項工作。 *勝任能力要求： 1. 同崗位1-3年工作經(jīng)驗 ； 2. 良好的英語能力、管理技能； 3. 理解力強、工作細致，有條理，效率高； 4. 具有較強的溝通協(xié)調(diào)能力和組織能力； 5. 具備專項優(yōu)化能力，可以獨立完成方案的優(yōu)化及實施； 6. 熟悉GSM工作標準及程序，掌握賓客關(guān)系工作知識并且熟悉GRO日常工作。

【崗位職責】 1、直接負責禮賓部的工作。 2、對酒店的賓客提供禮貌專業(yè)的服務(wù)；協(xié)助重要賓客的入住和離店。 3、管理行李房，確保所有的行李有行李標簽并且安全存放在合適的位置。 4、負責所有的特殊事情和酒店服務(wù)的有關(guān)信息的公告。 5、確保工作區(qū)域內(nèi)的所有設(shè)備處于良好工作狀態(tài)。 6、參與員工的培訓工作。負責員工的日常培訓，制定培訓計劃。 7、賓客有要求時，為預(yù)計離店的賓客安排出租車、機場班車的服務(wù)。 【崗位要求】 1、專科及以上學歷，有同崗位工作經(jīng)驗3年以上 2、身體健康，品貌端正，形象氣質(zhì)佳。 3、優(yōu)秀的組織管理能力。 4、優(yōu)秀的交際能和溝通技巧，普通話及英語口語流利。 5、善于同賓客交往、溝通，處理周到、果斷，能獨立處理各種投訴。

崗位職責： 1、協(xié)助駐店經(jīng)理做好部門經(jīng)營管理工作，按日、周、月進行經(jīng)營目標制定，落實完成禮賓部二次銷售工作； 2、負責完善前臺的標準化流程及制度，檢查員工儀容儀表，督導(dǎo)員工服務(wù)態(tài)度及行為舉止，控制服務(wù)質(zhì)量； 3、關(guān)注VIP、會議團及特殊需求客戶，牽頭做好相關(guān)接待安排； 4、根據(jù)賓客意見、網(wǎng)評及業(yè)務(wù)需求，對前臺標準化流程進行優(yōu)化和完善； 5、負責店內(nèi)消防、巡邏、安全檢查工作； 任職要求： 1、大專以上學歷； 2、2年以上酒店禮賓管理經(jīng)驗； 3、良好的溝通能力，良好的組織能力，較好的語言、書面表達能力，熟練使用計算機及相關(guān)專業(yè)軟件； 4、身體健康、形象氣質(zhì)佳、良好的抗壓能力和組織能力。

崗位概述 負責提供關(guān)于酒店設(shè)施、場所和功能的準確信息并答復(fù)客人的問詢，管理客人的鑰匙、信件、留言、電報和包裹等；協(xié)調(diào)客人的需求，要求和問詢以確保提供卓越和超值的服務(wù)。 技能要求 - 擁有在與他人交往時大多數(shù)時間所使用的溝通技能；完全代表酒店，品牌和公司與顧客，員工和第三方交往的能力。 具有良好寫作技能。 熟練使用微軟辦公軟件和前臺系統(tǒng)。 具有解決問題，組織和培訓能力。 學歷要求 - 酒店行政管理，酒店管理或相關(guān)專業(yè)的大專學歷或職業(yè)證書。 職業(yè)經(jīng)驗要求 - 擁有1年禮賓部工作經(jīng)驗，或與此相當?shù)慕逃拖嚓P(guān)工作經(jīng)驗結(jié)合的背景。

崗位職責 1、直接負責禮賓部的工作。 2、對酒店的賓客提供禮貌專業(yè)的服務(wù)；協(xié)助重要賓客的入住和離店。 3、管理行李房，確保所有的行李有行李標簽并且安全存放在合適的位置。 4、負責所有的特殊事情和酒店服務(wù)的有關(guān)信息的公告。 5、確保工作區(qū)域內(nèi)的所有設(shè)備處于良好工作狀態(tài)。 6、參與員工的培訓工作。負責員工的日常培訓，制定培訓計劃。 7、賓客有要求時，為預(yù)計離店的賓客安排出租車、機場班車的服務(wù)。 崗位要求 1、大專以上學歷，有同崗位工作經(jīng)驗1年以上 2、身體健康，品貌端正，形象氣質(zhì)佳。 3、優(yōu)秀的組織管理能力。 4、優(yōu)秀的交際能和溝通技巧。 5、善于同賓客交往、溝通，處理周到、果斷，能獨立處理各種投訴。

誠摯友好的問候客人?？焖倬珳实幕卮鸷蛻?yīng)對客人提出的問題及要求，其中包括各消費場所的營運時間，景區(qū)景點指南，租車服務(wù)及機場接送服務(wù)等。 負責接聽禮賓部電話，處理客人留言，包裹，郵件及傳真。 代客預(yù)訂店內(nèi)及店外的餐廳和娛樂場所。為醫(yī)療保健，送花等服務(wù)提供協(xié)助。 依照酒店人員錄用及相關(guān)條例應(yīng)聘，培訓，監(jiān)督，管理禮賓部員工。 協(xié)助酒店銷售部門處理好會議及團隊客戶的各項需求，提高客戶滿意度。 成著冷靜的應(yīng)對和處理各類客人投訴，如：客人對價格不滿，空調(diào)或供暖系統(tǒng)的不足等。 ? ? ? 崗位需求 大專以上學歷，有同崗位工作經(jīng)驗3年以上。 擅長于處理賓客關(guān)系，能快速有效的應(yīng)對各種問題。 具備一定的精算能力，如為客戶代購機票。 具備一定英語會話和書寫能力。 掌握一定的電腦技能技巧。 以較強的人際交往能力提高客人滿意度。 能持續(xù)因工作需要的站立，行走等 具備一定的觀察能力對于緊急突發(fā)狀況能積極應(yīng)對。 ?具備駕駛執(zhí)照并擁有熟練的駕駛技術(shù)

【崗位職責】 1、直接負責禮賓部的工作。 2、對酒店的賓客提供禮貌專業(yè)的服務(wù)；協(xié)助重要賓客的入住和離店。 3、管理行李房，確保所有的行李有行李標簽并且安全存放在合適的位置。 4、負責所有的特殊事情和酒店服務(wù)的有關(guān)信息的公告。 5、確保工作區(qū)域內(nèi)的所有設(shè)備處于良好工作狀態(tài)。 6、參與員工的培訓工作。負責員工的日常培訓，制定培訓計劃。 7、賓客有要求時，為預(yù)計離店的賓客安排出租車、機場班車的服務(wù)。 【崗位要求】 1、大專以上學歷，有同崗位工作經(jīng)驗1年以上 2、身體健康，品貌端正，形象氣質(zhì)佳。 3、優(yōu)秀的組織管理能力。 4、優(yōu)秀的交際能和溝通技巧。 5、善于同賓客交往、溝通，處理周到、果斷，能獨立處理各種投訴。

崗位職責 1、管理所負責區(qū)域的正常運轉(zhuǎn)。 2、管理崗位員工，安排崗位的工作班次和時間。 3、確保禮賓部交班本上記錄的每一件事情都已經(jīng)落實，記錄未完成的工作交給下一個班次。 崗位要求 1、?？埔陨蠈W歷，有同崗位工作經(jīng)驗2年以上。 2、工作認真、作風細致、吃苦耐勞、反應(yīng)靈活。 3、能進行英語日常會話，開展對客服務(wù)。

·???????Ensure that all guest’s baggage are receivedand delivered upon arrival and departure even for baggage storage pertaining tothe procedure laid down in the Inter-Continental Hotels & Resorts FrontOffice Manual ·???????Be thoroughly aware of arrivals anddepartures of each day with emphasis on VIP’s, Priority Club Members, groupsand crew movements ·???????Accepts luggageand parcels for safekeeping and ensure that at all times it is recordedproperly ·???????Maintain a logbookto record all important events and matters for follow ups and forward it to theFront Office Manager very morning ·???????Ensure that theflags are raised and always in good condition per established procedures ·???????To work closely with Guest Relations Officerto ensure baggage for VIP’s, Priority Club Members are delivered promptly ·???????To assist the Doorman and supervise ontraffic control along the driveway during peak hours ·???????Conducts daily briefing and to ensure thatall uniform service staff are kept up to date, properly instructed and that allstaff are properly dressed, neat and clean before start of duty.? Similarly, staff appearance should remainclean, smart and tidy at all times. ·???????Be responsible for training Bellman andDoorman, in their respective jobs (by identifying training needs) ·???????Ensure that all staff are fully informed andknowledgeable on hotel facilities and its surrounding areas ·???????Ensure that the surrounding areas at thelobby level and main entrance are clean ·???????Supervise the Parking Valets in handlingguests’ vehicles properly ·???????Prepare newspaper orders and co-ordinateswith news vendor for early delivery.?Supervises Bellman for newspaper delivery ·???????Ensuring that all equipment (trolley,etc....) are in proper condition and recorded properly ·???????Must be fully conversant with emergencyevacuation and fire procedures and ensuring all uniformed staff are aware ofthese procedures ·???????Pre-check allgroup rooming lists for arrival and departure ·???????Monitors that theConcierge staff is engaged in their daily duties – greeting of guests atentrance, carrying baggage, rooming of guests, daily directory postings,transfer arrangements. ·???????Ensure that allstaff and sub-ordinates within the section are using the training given ·???????Determines workschedule of the Bellservice personnel, records attendance and accomplishments of Bell ServicePersonnel and endorses unfinished duties to incoming shift in appropriatelogbooks ·???????Maintain andcontrol the use of storeroom, ensures the cleanliness and see to it that properprocedures are followed in receiving, storing and issuing of baggage and anyother items as may be left behind by guests ·???????Responsible forthe cleanliness of the trolleys and the storage room. To assign a bell personto be responsible for this task ·???????Ensure that theBellman and Doorman are at their respective position so that no areas are leftunmanned at all times ·???????Answers telephoneand dispatched bellman on calls ·???????Keeps record ofbellmen calls ·???????Responsible fororderly crew on each shift ·???????Accepts checks andissues claim checks for baggage, coats, packages and other articles presentedfor checking ·???????Releases checkedarticles in exchange for claim checks

工作職責 ·?依照洲際酒店及度假村前廳部工作手冊中規(guī)定的工作程序，確保所有客人進行交接班說明工作，確定了解酒店活動和運營要求和抵店和離店時均有服務(wù)人員為其提送行李，甚至為其儲存 ·?詳細了解每天客人?進行交接班說明工作，確定了解酒店活動和運營要求抵店和離店的情況，重點留意貴賓、優(yōu)悅會會員和團組的活動 ·?與賓客關(guān)系主任密切合作，以確保貴賓和優(yōu)悅會會員的行李得到迅速派送 ·?在高峰期對門僮進行協(xié)助，并監(jiān)督對車道的交通控制 ·?進行每日例會，以確保所有著裝服務(wù)人員了解最新情況并得到正確指導(dǎo)，并保證工作開始前所有員工的穿著均符合規(guī)定、干凈整齊。同樣，員工的外表也應(yīng)隨時給人以干凈、精明和整潔的印象 ·?負責（通過發(fā)現(xiàn)培訓需要）對應(yīng)接服務(wù)員、停車場服務(wù)員和門僮就其各自崗位職責進行培訓 ·?確保所有員工了解并熟知酒店設(shè)施及周邊區(qū)域的情況 ·?確保大廳和正門周邊區(qū)域的清潔 ·?監(jiān)督停車場服務(wù)員對客人車輛合適處理 ·?負責報紙預(yù)訂工作，并與報紙供應(yīng)商協(xié)調(diào)早晨送報事宜。監(jiān)督應(yīng)接服務(wù)員送報情況 ·?確保所有設(shè)備（手推車等）保養(yǎng)良好并得到準確記錄 技能要求 ·?擁有在與他人交往時大多數(shù)時間所使用的溝通技能；完全代表酒店，品牌和公司與顧客，員工和第三方交往的能力 ·?熟練使用微軟辦公軟件

DUTIES AND RESPONSIBILITIES 工作職責 ·????????Ensure that all guest’s baggage are received and deliveredupon arrival and departure even for baggage storage pertaining to the procedurelaid down in the Inter-Continental Hotels & Resorts Front Office Manual 當客人抵店或離店時根據(jù)洲際酒店前廳部手冊標準操作程序確保所有客人收到行李。 ·????????Be thoroughly aware of arrivals and departures of each daywith emphasis on VIP’s, Priority Club Members, groups and meetinggroup movements. 充分的了解每一天重要客人，優(yōu)悅會會員、團隊客人、會議團隊客人抵達和離店情況。 ·????????To work closely with Guest Relations Officer to ensurebaggage for VIP’s, Priority Club Members are delivered promptly 與賓客關(guān)系主任緊密合作確保重要客人和優(yōu)悅會會員的行李可以迅速送達 ·????????To assist the Doorman and supervise on traffic control alongthe driveway during peak hours 在高峰時期協(xié)助門童控制酒店交通車道。 ·????????Conducts daily briefing, Ensure that all staff areproperly dressed, neat and clean before start of duty.? Similarly, staff appearance should remainclean, smart and tidy at all times. 主持每日的交接班會，確保所有員工保持工作服的干凈與整潔和良好的儀容儀表 ·????????Be responsible for training Bellman, Parking Valets andDoorman, in their respective jobs (by identifying training needs) 負責培訓所有的禮賓員，泊車員，門童各自不同的工作內(nèi)容（各自培訓所需）。 ·????????Ensure that all staff are fully informed and knowledgeable onhotel facilities and its surrounding areas 確保所有員工完全了解酒店設(shè)施設(shè)備和知識以及周邊地區(qū)信息。 ·????????Ensure that the surrounding areas at the lobby level and mainentrance are clean 確保大堂周邊區(qū)域和主要通道干凈整齊。 ·????????Supervise the Parking Valets in handling guests’ vehiclesproperly ·????????監(jiān)督車輛指引，正確引導(dǎo)客人車輛。 ·????????Prepare newspaper orders and co-ordinates with news vendorfor early delivery.? Supervises Bellmanfor newspaper delivery 預(yù)先準備協(xié)調(diào)預(yù)定報紙，監(jiān)督禮賓員報紙派送。 ·????????Ensuring that all equipment (trolley, etc....) are in propercondition and recorded properly 確保所有物品（手推車，等）擺放整齊和記錄完整。 ·????????Must be fully conversant with emergency evacuation and fireprocedures and ensuring all uniformed staff are aware of these procedures ?? 必須完全熟悉緊急疏散和消防程序,確保所有當班的工作人員知道到這些程序。 FINANCIAL RETURNS財務(wù)回報: ·????????Workswith superior in the preparation and management of the department’s budget.Duties include: ?? 與部門上級一起準備和制定部門預(yù)算。其中包括: o??Assistsin co-ordinating the preparation of the departmental annual budget ?? 協(xié)助完成部門整年預(yù)算的制定. o??Assistsin monitoring and controlling departmental cost on an ongoing basis to ensureperformance against budget ?? 協(xié)助和監(jiān)控部門成本維持在一定水平上，確保完成績效和預(yù)算。 o??Assistsin the preparation of the hotel strategic plan, goals program, and Front OfficeDepartmental Budget 協(xié)助準備酒店戰(zhàn)略計劃，目標項目和前廳部部門預(yù)算。 ·????????Mustconstantly check to ensure that all P & P in the department and otherrelevant practices are within the Brand Standard of IHG. ??必須持續(xù)不斷檢查確保所有部門的政策和程序及相關(guān)實踐符合洲際集團標準。 ·????????Maintaina close communication with Reservations Manager and Director of Revenue toensure hotel transportation revenue be maximized 與預(yù)定經(jīng)理和收益總監(jiān)保持密切溝通確保車隊收入最大化。 ? PEOPLE員工團隊: ·????????Maintainappropriate standards of conduct, dress, hygiene, uniforms, appearance and postureof departmental employee ??部門員工保持合適的標準行為，著裝，衛(wèi)生，制服，儀容儀表和姿態(tài)。 ·????????Providesa fair and honest input to the Assistant Chief Concierge on PerformanceAppraisal for all staff members 提供公平和誠實的員工表現(xiàn)評估給助理禮賓部經(jīng)理。 ·????????Createsa positive and motivating working environment to all staff at all times. ??為員工創(chuàng)造一個積極工作環(huán)境，無時無刻鼓勵員工。 ·????????Tobe a Teacher to all staff and not criticize them negatively for poorperformance ??成為所有員工的老師而不是批評他們糟糕的表現(xiàn)。 ·????????Towork side by side with the staff member instead of just giving instruction. ??要與員工并肩工作，而不是只是給予指令。 ·????????Maintaininter-departmental relationships to ensure seamless customer service 維護部門內(nèi)部關(guān)系，確保對客服務(wù)質(zhì)量。 GUESTEXPERIENCE 賓客體驗: ?? ·????????Tomonitor and ensure that all staff provides warm attention to all guests,especially Priority Club Reward and Ambassador Members and repeat guests. ??監(jiān)督和確保所有員工為所有賓客提供賓至如歸的服務(wù)，特別是優(yōu)悅會會員、大使會員和回頭客。 ·????????Drives customer delight andretention by being a role model in delighting guests in every singleinteraction. 通過每一個與客互動的良好典范，驅(qū)動客戶滿意度 ·????????Actively obtains feedback fromguests to improve services and facilities. 積極地獲得客人反饋以提高服務(wù)和酒店設(shè)施設(shè)備 ·????????Ensure guests preference andcomments are documented by staff frequently and action upon next check in. 確保將客人的喜好和意見記錄在客人資料信息中以便于客人下次入住員工可以提供針對性的服務(wù)。 RESPONSIBLE BUSINESS 企業(yè)責任: l? Green Engage program conduct, make sure all new employees receive theGreen Aware training; and employees re-education. ?? 制定綠色酒店計劃，確保所有員工接受綠色環(huán)保意識培訓和教育 l Contributestowards regional charity activities as directed by Marcom. 為區(qū)域慈善活動的市場公關(guān)活動做出貢獻。 ACCOUNTABILITY職責 Number of employees supervised – 管理人員 Direct? ?? ??Bellman 直接????? 禮賓員 Indirect???? N.A. 間接?????? 無 AnnualOperating Profit/Payroll Budget – 年度經(jīng)營利潤和薪金預(yù)算 ·????????Transportation budget 車輛預(yù)算 KeyMetrics – 主要績效目標-- l?Department Training Program 部門培訓計劃 l?Driving Department revernue budget 驅(qū)動部門收入預(yù)算 l?Priority Club Rewards Enrollment 優(yōu)悅會會員招募 l?InterContinental Ambassador Enrollment 洲際大使會員招募 l?Heart Beat Guest Satisfaction Tracking System 心語賓客滿意度跟蹤系統(tǒng) l?Employee Survey 員工滿意度調(diào)查 DecisionMaking Responsibilities (Decision Rights) – 決策和責任（決策權(quán)）--- ·????????Matterspertaining to Front Desk operations ????? 與前廳部運營相關(guān)的事宜。 ·????????Withinthe authority as assigned for Hotel Band 7 role ????? 酒店職位7級所擁有職權(quán)范圍。 QUALIFICATIONSAND REQUIREMENTS 任職要求 RequiredSkills – 工作技能--- ·????????Communicationskills are utilized a significant amount of time when interacting with others;demonstrated ability to interact with customers, employees and third partiesthat reflects highly on the hotel, the brand and the Company. ???擁有在與他人交往時大多數(shù)時間所使用的溝通技能；完全代表酒店，品牌和公司與顧客，員工和第三方交往的能力。 ·????????Proficient in the use of Microsoft Office and FrontOffice System 精通使用微軟辦公系統(tǒng)和前廳操作系統(tǒng)。 ·????????Goodwriting & communication skill. 良好的書寫和溝通能力。 ·????????Problemsolving and organizational abilities 解決問題和組織能力。 Qualifications– 學歷--- Diploma or Vocational Certificate in HotelAdministration, Hotel Management or equivalent 具有酒店行政管理，酒店管理或相關(guān)的大專學歷或職業(yè)證書。 Experience– 工作經(jīng)驗--- 1 years experience in frontoffice / guest services or related discipline including supervisory experience,or an equivalent combination of education and experience.? 擁有1年禮賓部工作經(jīng)驗，或與此相當?shù)慕逃拖嚓P(guān)工作經(jīng)驗結(jié)合的背景 Tel招聘電話: + 86 (898) 8865 8888-7512 （working period is 9AM-6PM in working days工作時間為工作日上午9點至下午6點） Email招聘郵箱:?Sienna.Xian@ichaitangbay.com

1.管理禮賓部工作，培訓員工。監(jiān)督和分派工作給禮賓員 2.確保VIP客人登記完畢后，行李被迅速地送到客人房間 3.處理客人要求，并負責追蹤相關(guān)人員/部門滿足客人要求