禮賓部督導
Concierge Supervisor
?? Responsible for the supervision and control of the Bell Services, which consists of the Bellman, Doorman and Valet.? Ensuring all guests’ luggage is kept and stored promptly and in accordance to the LSOP.
監(jiān)督和控制行李服務，包括行李員，門童以及司機。保證所有客人的行李都按照酒店標準存放。
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?? Ensure a high quality of service is provided to all external and internal customers of your department.
無論對于內部或外部的顧客，均須提供高標準服務質量。
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?? Devote all your working time and efforts to the business of the hotel and carry out duties assigned to you by your direct supervisors.???????????????????????????
服從上司對你的工作安排，同時保證工作時專心致志，努力為酒店創(chuàng)造價值。
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?? Conduct all your duties in accordance with the rules, practices, procedures and policies, which are outlined in the associates handbook and promote the spirit of teamwork whenever and wherever is possible.
依據(jù)《員工手冊》所描述的相關政策、制度和程序來規(guī)范你的工作表現(xiàn)，且無論何時、何地都要盡力體現(xiàn)團隊合作精神。
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SPECIFIC DUTIES:
特別工作要求；
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1.???????? Supervise and control the activities of the Bellman, Doorman and Valet.
??????????? 監(jiān)督行李員，門童以及司機的日常工作。
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2.???????? Inspect general appearance of Bellman, Doorman and Valet upon reporting to work.
??????????? 每日工作前要檢查行李員，門童以及司機的儀容儀表。
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3.???????? Perform Concierge and Bell Service.
??????????? 提供行李及禮賓服務。
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4.??????????? Ensure all arriving and departing guests are attended to promptly.
保證所有入住以及退房的客人得到同樣迅速的服務。
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5.??????????? Ensure all services rendered by Bellman are recorded in the Bellman movement log.
確保所有服務完成后使用行李行動登記表。
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6.??? Ensure all Bellman uses the movement log all the time.
?????? 確保行李員使用登記本。
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7.??????????? Record all storage accordingly. Temporary storage on clip file and long term storage in the ‘Long Term Storage’ book and issue tags accordingly.
所有的行李都要登記。短期寄存以及長期寄存分別登記在不同的登記本上，并附有行李牌號碼。
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8.??????????? Maintain smooth operation at all time and ensure there is no traffic congestion at the Hotel’s forecourt.
無論何時都要確保酒店的正常營運，以及確保酒店正門的交通暢通。
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9.???????? Attend daily briefing and 15 minutes training.
??????????? 主持每日部門會議以及15分鐘培訓。
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10.?????? Conducting classes and 15 minutes training for Bellmen on ‘Rooming Procedures’ as established by the department / section head.
??????????? 嚴格按照安排好的酒店要求做好15分鐘培訓。
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11.?????? Maintain good and consistent co-ordination with Front Desk to facilitate the delivery of the guest luggage, room changes etc.
??????????? 與前臺員工保持良好的溝通，以確?？腿诵欣畹呐伤?，以及換房情況等等。
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12.?????? Ensure function sheet displayed on notice board is updated.
??????????? 確保信息欄中的宴會信息是更新的。
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13.???????? Maintain cleanliness and order at the hotel lobby.
確保酒店大堂的清潔。
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1.???? ????? Plan weekly roster for the Bellmen and Doormen.
給所有行李員以及門童排班。
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2.???? Ensure equipment used for daily operation is handled with care and all trolleys are polished every night.
仔細維護日常使用的行李車等設備。
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16.? Maintain the cleanliness and the condition of the all flags.
?????? 保持旗幟的清潔。
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17.? Understand the hotel’s safety features and procedures.
?????? 了解酒店內的安全設施及應急措施。
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18.?????? Ensure all bell service associates to provide service with a smile and to speak to the guests in a warm and friendly manner.
??????????? 確保所有的行李員在待客服務時做到熱情和微笑。
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19.???????? Maintain effective service in line with the Hotel’s Corporate Image
按照萬豪的標準堅持有效率的服務
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a)??????????? Company’s Grooming Standard
酒店的儀表規(guī)定。
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b)??????????? Standard Operation Procedures
標準操作程序。
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c)??????????? Departmental Policies
部門營運的步驟。
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20.???????? To exhibit an immaculate grooming at all times without any compromise for lesser quality other than that established by Marriott Lodging Group to project a professional image. Immaculate grooming includes neatly trimmed and combed hairstyle, a well balance and appropriate make-up, properly trimmed fingernails as stipulated in the Standard of Performance.
確保按照萬豪的要求注意自己的儀容儀表，例如鬢角，頭發(fā)，化妝，指甲等等。
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21.???????? To constantly display an excellent level of courtesy and etiquette in the presence of both guests and team members of the Marriott Lodging Group. Proper and pleasant choice of words is to be used at all times without discrimination. Pleasant disposition is to be display at all times in all locations within the hotel. A strong bond of cooperation and teamwork are to be embodied and exercise at all times to all team members of the Marriott Lodging Group.
不論對客人還是同事都應保持良好的禮貌禮節(jié)。注意言辭。這一切，是建立良好同事關系以及處理一切事物的基礎。
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22.???????? To be punctual and achieve full attendance for all training programs provided by the hotels.
積極參加酒店組織的培訓計劃。
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23.???????? To provide feedback during briefing daily on suggestions or complaints from guests regarding the level of service or the smoothness of the policies and procedures practiced.
在部門會議上積極反饋客人的意見以及服務上的優(yōu)缺點。
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24.???????? To assume any other duties or responsibilities as assign by the management.
學會發(fā)現(xiàn)其他的責任并匯報給管理層。
