Position Summary職位概述
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.
康萊德禮賓在整個(gè)酒店中履行最重要的職能。是負(fù)責(zé)酒店大堂和前廳部的重要部分—康萊德禮賓是第一個(gè)也是最后一個(gè)與客人互動(dòng)的人—真正代表酒店和品牌標(biāo)準(zhǔn)的大使。從客人抵達(dá)—為客人開(kāi)車門(mén)—康萊德禮賓就成了酒店的門(mén)面。從最初的歡迎,協(xié)助行李和護(hù)送到前臺(tái)或行政樓層為客人辦理入住并送至房間,康萊德禮賓持續(xù)高效的去了解客人,這樣有意義的信息和建議會(huì)讓客人留下更多的靈感。登記入住流程和前廳部的所有流程都是經(jīng)過(guò)精心設(shè)計(jì)的，以便與每位客人進(jìn)行更長(zhǎng)時(shí)間的交談，以建立與每位客人的關(guān)系。在整個(gè)客人入住期間，康萊德禮賓將尋找機(jī)會(huì)繼續(xù)與他們服務(wù)過(guò)的客人互動(dòng)，通過(guò)觀察和互動(dòng)所得到信息的基礎(chǔ)上，為客人入住過(guò)程增添更多的價(jià)值和個(gè)性化。做一個(gè)好的傾聽(tīng)者，在客人入住的整個(gè)過(guò)程中任何細(xì)小的細(xì)節(jié)，都應(yīng)該被注意并用來(lái)提高客人入住體驗(yàn)。所有的想法都應(yīng)該必須跟進(jìn)，以超越客人的期望。作為康萊德禮賓主管更需要以身作則，為員工樹(shù)立榜樣，引導(dǎo)員工主動(dòng)協(xié)助客人以確保我們的服務(wù)能夠一直滿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.
遵循希爾頓品牌標(biāo)準(zhǔn)。
2.????????
Has knowledge of the hotels
facilities and services as well as basic knowledge of Hilton International, and
other Hilton properties in China.
掌握希爾頓酒店集團(tuán)及中國(guó)地區(qū)其他希爾頓項(xiàng)目的基本概況。
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.
與員工有效的溝通，提供明確指示，關(guān)注員工的表現(xiàn)并給予激勵(lì)。
4.????????
Uses creative management skills
to solve guest and team member problems . Ensures compliance with company
standards to ensure consistent high quality guest relations .
在遵循酒店規(guī)章制度，維持優(yōu)質(zhì)高效服務(wù)的基礎(chǔ)上設(shè)法解決所有賓客及員工遇到的困難和問(wèn)題。
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.
在徹底了解事件發(fā)生經(jīng)過(guò)的情況下解決客人投訴，在對(duì)提供多種解決方案仍無(wú)法解決投訴的情況下予以一定的收益補(bǔ)償。
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 .
友好誠(chéng)摯的問(wèn)候，耐心傾聽(tīng)，溝通并解決所有賓客與員工的困難和問(wèn)題。在團(tuán)隊(duì)中起到表率作用，能應(yīng)酒店需求調(diào)整工作時(shí)間。
7.????????
Supports and motivates Concierge
team members by leading by example and employing competent and consistent
management practices.
通過(guò)訓(xùn)練及一致的管理，領(lǐng)導(dǎo)和激勵(lì)團(tuán)隊(duì)員工。
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.
主持日常例會(huì)，及時(shí)將希爾頓服務(wù)標(biāo)準(zhǔn)，對(duì)客服務(wù)的相關(guān)信息做有效傳遞。
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.
對(duì)員工表現(xiàn)作出評(píng)估，不足之處予以指出并給予恰當(dāng)培訓(xùn)。在團(tuán)隊(duì)中起到表率作用，能應(yīng)酒店需求調(diào)整工作時(shí)間。?????
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.
積極地參加職業(yè)培訓(xùn),讓員工保持水平一致。
11.????
Acts as a coach and mentor to
team members, reinforcing standards and expectations and motivating team
members to strive for established targets.
做員工的導(dǎo)師，提高員工水平，促進(jìn)他們完成所設(shè)立的目標(biāo)。
12.????
Maintains discipline amongst
team members, ensuring consistency in accordance with the team member
handbook, Chinese Labour Law and HR guidelines.
確保員工手冊(cè)，中國(guó)的勞動(dòng)法，HR指南的一致性，必要的時(shí)候提供培訓(xùn)。
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.
培訓(xùn)部門(mén)高潛能員工，促進(jìn)工作水平的提高及進(jìn)一步的職業(yè)規(guī)劃。
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，為酒店發(fā)展提供創(chuàng)造性的建議，為顧客和整個(gè)團(tuán)隊(duì)提供高品質(zhì)服務(wù)。
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.
簡(jiǎn)單易懂的培訓(xùn)新員工，使其盡快達(dá)到勝任工作的最低標(biāo)準(zhǔn),了解公司的期許與要求。
16.????
Creating a warm and welcoming
arrival for guests, ensuring that they feel expected and immediately
“at-home” when they arrive.
為顧客提供熱情周到的服務(wù)，有賓至如歸感。
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.
引入新的榮譽(yù)客會(huì)會(huì)員，確保會(huì)員應(yīng)得利益，為會(huì)員提供優(yōu)質(zhì)專業(yè)的服務(wù)。
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.
確保信息的有效傳遞，尚未完成的事情逐一移交至有關(guān)人員，讓賓客滿意。參加日常例會(huì)及其他會(huì)議。
19.????
Ensures that the front desk is
kept stocked and maintained with requisitions and that par levels are
maintained and stock tracked.
確保日常設(shè)設(shè)施備用品的維護(hù)保養(yǎng)和必需庫(kù)存，所有物品記錄有序。
20.????
Adheres to the hotel selling
strategy of Demand Based Pricing and maintains rate integrity.
根據(jù)價(jià)格要求向客人提供相應(yīng)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，危機(jī)管理部門(mén)，災(zāi)難處理方法，救火程序執(zhí)行。在賓客關(guān)系經(jīng)理不在場(chǎng)的情況下，參與救助行動(dòng)。?
22.????
Adheres strictly to standard
cash handling procedures amongst team members, ensuring that all team members
balance their float and drop the required amount.
嚴(yán)格遵守現(xiàn)金收付手續(xù)，確保所有收銀員的現(xiàn)金帳目準(zhǔn)確無(wú)誤，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.
收取現(xiàn)金，信用卡，公司或第三方付費(fèi)等服務(wù)時(shí)要嚴(yán)格遵守酒店規(guī)定。
24.????
Maintains safety deposit boxes,
ensuring that guests valuables are safe and secure at all times.
為客人提供保險(xiǎn)箱，保證他們的財(cái)物安全。
25.????
Manages costs effectively by
minimizing and controlling expenses.
控制花費(fèi)，節(jié)約成本。
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.
抓住商機(jī)，用合理的方式提高酒店收入，確?？腿烁惺艿轿镉兴?。
27.????
Supervises front desk staff to
insure smooth and efficient operation during the assigned shift .
督促管理當(dāng)值期間前臺(tái)接待工作，確保提供優(yōu)質(zhì)高效的服務(wù)。
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 .
管理前臺(tái)，用敏銳的判斷力和決斷力對(duì)當(dāng)值期間的突發(fā)狀況予以迅速解決。
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.
依照預(yù)訂為客人辦理入住，核對(duì)預(yù)訂信息，希爾頓榮譽(yù)客會(huì)號(hào)及航空公司會(huì)員號(hào)，確保入住登記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.
核對(duì)入住登記表，會(huì)議及活動(dòng)信息，預(yù)訂備份等。
31.???? Maintains awareness of guest’s profile and specific preferences,
ensuring that they are acted upon for each reservation.
維護(hù)顧客檔案和信息，確保預(yù)訂的有效性和準(zhǔn)確性。
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.
將客人送至客房，介紹客房布局，確保行李及時(shí)送達(dá)。
33.???? Acts as the first point of contact and liaison for VIP guests,
ensuring that they are treated personally and recognized as an individual.
作為VIP客人最先聯(lián)系到的部門(mén)，要確保他們的個(gè)性化服務(wù)。
34.???? Liaises with Sales, Reservations and the Business Development team to
handle corporate.
協(xié)助銷售，預(yù)定和商業(yè)發(fā)展團(tuán)隊(duì)共同為客人提供服務(wù)。
35.???? Allocates rooms in accordance to the guests reservation, preference
and remarks, maintaining a systemized and sales focused approach to room
inventory management.
按照客人的預(yù)定或喜好安排房間，并做詳細(xì)目錄管理。
36.???? Ensures that guests profiles and information is input in to the Police
Report system in a timely and accurate way.
確保賓客檔案信息及時(shí)錄入公安申報(bào)系統(tǒng)。
37.???? Ensures communication, coordination and cooperation between the front
desk and other operating departments, specifically Housekeeping, F&B and
Accounts.
確保前臺(tái)和其他部門(mén)間的溝通交流，特別是客房部，餐飲部，財(cái)務(wù)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.
維護(hù)酒店電腦系統(tǒng)信息數(shù)據(jù)的準(zhǔn)確性，便于系統(tǒng)操作，確保前臺(tái)運(yùn)營(yíng)設(shè)備的正常運(yùn)轉(zhuǎn)以及工作區(qū)域的整潔清潔。
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.
確保前臺(tái)的日常管理，包括但不局限于工作的監(jiān)督，房間分配，報(bào)告，信用額度核對(duì)，電腦數(shù)據(jù)備份及主帳的核對(duì)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，提供完整的報(bào)告，并及時(shí)送至所需部門(mén)。
41.???? Follows up on outstanding accounts to ensure no loss of revenue and
secures method of payment for upcoming reservations.
跟進(jìn)擔(dān)保預(yù)訂及付款方式，確保酒店收入。
42.???? Maintains the efficiency of departure by checking all guests folios to
ensure accuracy of charges.
確保所有帳單消費(fèi)的精準(zhǔn)性，為客人提供高效快捷的結(jié)帳服務(wù)。
43.???? Handles guest relocations as required .
幫助客人解決換房間事宜。
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.
采取必要行動(dòng)，及時(shí)有效的處理顧客的不滿，適當(dāng)?shù)臅r(shí)候告知值班經(jīng)理或賓客關(guān)系經(jīng)理。回訪客人，確?？腿藢?duì)解決方法滿意。
45.???? Monitor Executive Floor traffic to make team membering adjustments
accordingly.
維持行政樓層的秩序，根據(jù)需求進(jìn)行人員調(diào)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.
為行政樓層提供餐飲服務(wù)，監(jiān)督管理使行政樓層隨時(shí)都處于最佳狀態(tài)。問(wèn)候行政樓層的客人和?？痛_?？蛻魸M意度。
47.???? Ensures that the Assistant Front Desk and Guest Service Managers are
kept aware and up to date of operational issues.
匯報(bào)最新的工作進(jìn)展，確保前廳副經(jīng)理和賓客服務(wù)經(jīng)理對(duì)部門(mén)營(yíng)運(yùn)狀況的了解。
48.???? Operation of office equipment such as facsimile and photocopier as
needed.
對(duì)行政樓層的設(shè)施設(shè)備和文具用品予以管理，如傳真機(jī)，影印機(jī)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和希爾頓會(huì)員抵店前的準(zhǔn)備工作，確保VIP禮物的及時(shí)擺放。
50.???? Prepare daily forecast of expected arrivals and departures using
analysis and judgment skills.
對(duì)已有數(shù)據(jù)進(jìn)行分析整理，做好預(yù)抵和預(yù)離的報(bào)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.
快速精準(zhǔn)的回答和應(yīng)對(duì)客人提出的問(wèn)題及要求，其中包括各消費(fèi)場(chǎng)所的營(yíng)運(yùn)時(shí)間，景區(qū)景點(diǎn)指南，租車服務(wù)及機(jī)場(chǎng)接送服務(wù)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.
代客預(yù)訂店內(nèi)及店外的餐廳和娛樂(lè)場(chǎng)所。為醫(yī)療保健，托嬰，送花等服務(wù)提供協(xié)助。
53.???? Is up to date with information on facilities, attractions, places of
interest, sights and activities in and around hotel.
了解酒店周邊地區(qū)的最新信息，名勝，風(fēng)景地等，為顧客提供方便。
54.???? Ensures that the concierge team correctly carries out ticket
reconfirmation, tour bookings and makes guest reservations when required.
確保根據(jù)不同需求為賓客提供票務(wù)信息確認(rèn)，旅行預(yù)定等服務(wù)。
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.
能成著冷靜的應(yīng)對(duì)各種突發(fā)情況。熟知酒店各營(yíng)運(yùn)場(chǎng)所的營(yíng)業(yè)時(shí)間，為客人提供旅游向?qū)В廛?，訂票等各種服務(wù)。
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.
將客人送至客房，介紹客房布局，確保行李及時(shí)送達(dá)。
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，幫助客人拿取行李，確?？腿思皶r(shí)辦理離店，安排運(yùn)送，同時(shí)歡迎他們?cè)俅喂馀R。
58.???? Handles and stores guests luggage in a safe and secure, organized and
systemized way.
有條理的安放和儲(chǔ)存客人的行李并確保安全。
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.
確保大廳的整潔衛(wèi)生，及常用客用資料和物品等的補(bǔ)充更新。
60.???? Handles and delivers messages, receives and distributes packages, and
the daily post and correspondence of both guests and the hotel
確保禮賓部準(zhǔn)確的信息傳遞，保證酒店和賓客每日包裹郵件的正常收發(fā)。
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.
為客戶提供機(jī)場(chǎng)接送服務(wù)并最大效率的安排司機(jī)的工作時(shí)間。
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，該部門(mén)有權(quán)更改或補(bǔ)充該職位描述。
63.????
Carries out any other
reasonable duties and responsibilities as assigned.
完成任何其他合理的職責(zé)和被指派的職責(zé)。
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