主要職責(zé)
Main Duties
行政
Administration
§ 定期更新餐廳、酒店設(shè)施、緊急電話號(hào)碼、名勝古跡和其他的信息。
Updates all information on restaurants, hotel facilities, emergency telephone numbers, places of interests and other miscellaneous information periodically.
賓客服務(wù)
Customer Service
§ 確保遵循品牌承諾并始終提供優(yōu)異的對(duì)客服務(wù)。
Delivers the brand promise and provide exceptional guest service at all times.
§ 適時(shí)的為其他部門(mén)員工提供同樣優(yōu)質(zhì)的服務(wù)。
Provides excellent service to internal customers as appropriate.
§ 熟悉掌握酒店的產(chǎn)品知識(shí)、服務(wù)及酒店政策。
Be familiar with the hotel’s products and services and policies.
§ 禮貌并有效地處理客人和員工的投訴或詢問(wèn)，并將客人投訴立即匯報(bào)至禮賓部副理。
Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, Feedback guests’ complaints to Assistant Manager Concierge immediately.
§ 與客人和同事保持基于良好工作關(guān)系的接觸。
Maintains positive guest and colleague interactions with good working relationships.
§ 確?？腿诵畔⒌臍v史記錄得到精確的維護(hù)。
Ensures that guest history records are accurately maintained.
財(cái)務(wù)
Financial
§ 確保留存所有與酒店、公司和地方規(guī)定、政策和法規(guī)相關(guān)的財(cái)務(wù)記錄；遵循財(cái)務(wù)記賬、資金處理的規(guī)定；及時(shí)準(zhǔn)確的匯報(bào)財(cái)務(wù)信息。
Ensures that all hotel, company and local rules, policies and regulations relating to financial record keeping, money handling and licensing are adhered to, including the timely and accurate reporting of financial information.
營(yíng)運(yùn)
Operational
§ 確保服務(wù)符合品牌標(biāo)準(zhǔn)的基本要求，適時(shí)提供更多可供選擇的品牌服務(wù)。
Ensures that all company minimum brand standards have been implemented, and that optional brand standards have been implemented where appropriate.
§ 負(fù)責(zé)整理顧客意見(jiàn)調(diào)查結(jié)果，確保所有改進(jìn)措施的貫徹執(zhí)行。
Responds to the results of the Consumer Audit and ensures that the relevant changes are implemented.
§ 確保全部的顧客留言、信件、傳真和包裹正確迅速地分類(lèi)及分發(fā)。
Ensures all guests' messages, mail, faxes and parcels are handled and distributed promptly.
§ 確保所有顧客需求和要求得到及時(shí)關(guān)注并以正確的方式處理，按照客人要求提供取送服務(wù)。
Ensures that all guest requests and requirements are attended to promptly and handled in the correct manner. Runs errand for guest as and when required.
§ 確保將所有客人意見(jiàn)轉(zhuǎn)達(dá)給禮賓副理，以便繼續(xù)跟進(jìn)。
Ensures guest comments are channelled to Assistant Manager Concierge for follow up.
§ 始終確保迅速、準(zhǔn)確和高效的電話和留言服務(wù)。
Ensures speedy, accurate and efficient telephone and message service at all times.
§ 確保店內(nèi)店外特殊會(huì)議和促銷(xiāo)活動(dòng)信息的準(zhǔn)確。
Ensures accurate information of special events and promotions inside and outside of the hotel.
§ 負(fù)責(zé)為客人提供打包服務(wù)。
Handles parcel wrapping for guests.
§ 以支持和靈活的態(tài)度與其他禮賓部同事密切合作，關(guān)注酒店的整體成功和客人的滿意度。
Works closely with other Concierge personnel in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
§ 擁護(hù)和支持“群策群力”的精神。
Supports and embraces the spirit of “We work through Teams”.
§ 確保熟知鎮(zhèn)江酒店、餐廳及旅游信息。
Ensures accurate knowledge of hotels, restaurants and the tourism in Zhenjiang.
人事
Personnel
§ 支持并貫徹“以人為本”的理念， 體現(xiàn)并發(fā)揚(yáng)凱悅價(jià)值觀。
Supports the implementation of The People Philosophy, demonstrating and reinforcing Hyatt’s Values.
其他
Other Duties
§ 確保高標(biāo)準(zhǔn)的個(gè)人形象和儀容儀表。
Ensures high standards of personal presentation and grooming.
§ 始終展現(xiàn)負(fù)責(zé)的管理和行為，并以積極的形象代表酒店和凱悅酒店集團(tuán)。
Exercises responsible behaviour at all times and positively representing the hotel and Hyatt Hotels Cooperation.
§ 隨著行業(yè)、公司和酒店的變化，對(duì)禮賓部的職能作出相應(yīng)調(diào)整。
Responds to changes in the Concierge function as dictated by the industry, company and hotel.
§ 了解關(guān)于員工及行業(yè)關(guān)系的法律、法規(guī)，理解并嚴(yán)格遵守員工手冊(cè)中的規(guī)章制度，及酒店關(guān)于防火、衛(wèi)生、健康和安全的制度。
Reads the hotel's Associate Handbook and have an understanding of and adhere to the hotel's rules and regulations and in particular, the policies and procedures relating to fire, hygiene, health and safety.
§ 按照要求參加培訓(xùn)和會(huì)議。
Attends training sessions and meetings as and when required.
§ 根據(jù)酒店、行業(yè)和公司的指引，回應(yīng)需求、改變，執(zhí)行任何合理的任務(wù)及額外職責(zé)。
Responds to requests to undertake any reasonable tasks and secondary duties and to changes as dictated by the Hotel, industry and company.
