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崗位職責/職位描述

確保所有禮賓部員工和行李員知悉目前的促銷信息，規章制度及其他重要信息。

Ensures that all Concierge and Bell Desk Associates are familiar with the hotel’s products and services.

禮貌并有效地處理客人和員工的投訴或詢問，跟進確保問題的圓滿解決。

Handles all guest and internal customercomplaints and inquiries in a courteous and efficient manner, following throughto make sure problems are resolved satisfactorily.

經常性地親自確認客人得到盡善盡美的服務。

Personally and frequently verifies thatguests are receiving the best possible service.

繁忙時期確保禮賓部和行李部均能有條不紊地運作并實現酒店的品牌承諾。

Spends time in Concierge and Bell Deskareas during peak periods to ensure that the area is managed well by therespective team and deliver the brand promise.

與客人之間建立和諧的客服關系并長久保持。

Establishes a rapport with guestsmaintaining good customer relationship.

保持與顧客和同事之間良好的合作關系。

Maintains positive guests and colleaguesinteractions with good working relationships.

確保所有員工始終為客人提供禮貌和專業化的服務。

Ensures all Associates provide acourteous and professional service at all times.

確保全部的顧客留言，信件，傳真和包裹的正確迅速地分類及分發。

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關注并以正確的方式處理。

Ensures that all guest requests andrequirements are attended to promptly and handled in the correct manner.

始終確保迅速、準確和高效的電話和留言服務。

Ensures speedy, accurate and efficienttelephone and message service at all times.

確保與所有部門的溝通和協調工作順暢有效，特別是與前臺、銷售、客房、維修、電話、保衛等部門之間。

Ensures that communication andco-ordination of all Departments, with particular emphasis on the interactionbetween Concierge and Front Desk, Sales, housekeeping, Maintenance, Telephone,Security are smooth and efficient. .

負責給所有客人提供友善、迅捷的服務。

Responsible for the provision offriendly and efficient service to all guests.

確保服務符合品牌標準的基本要求，適時提供更多可供選擇的品牌服務。

Ensures that all company minimum brandstandards have been implemented, and that optional brand standards have beenimplemented where appropriate.

與客人建立并保持良好的關系。

Establishes a rapport with guests,maintaining good customer relationship.

確保禮賓部的柜臺、及儲藏室的干凈并妥善保養設備設施。

Ensures cleanliness and maintenance ofthe Concierge counter, equipment and storage.?