崗位職責(zé)/職位描述

工作職責(zé)：
Escorts arriving and departing guests in a friendly , courteous manner to and from their accommodations, transporting their luggage . Acquaints each guest with room and features. To facilitate a memorable guest experience from arrival, during the stay, and to adhere to Brand Standards. 熱情友好的幫助客人提攜行李，引領(lǐng)客人到房間并提供所需服務(wù)。貫穿品牌服務(wù)理念于服務(wù)當(dāng)中給客人留下難忘而又愉悅的回憶。
1.Retrieves guests items from cars , busses , vans and carts lifts ,carries and loads luggage and packages onto a bell cat to transport items throughout hotel to designated room navigates bell cart through public areas , guest room corridors and to elevators .幫助客人尋找丟失在出租車上的物品。 通過專用行李車裝卸通道為客人裝卸行李。
2.Escorts customers to accommodations, visually inspects room and telephone and deficiencies such as towels to housekeeping immediately. Points out room features and directory for reference.引領(lǐng)客人到房間，介紹酒店及房間的設(shè)施設(shè)備。快速巡視房間是否存在問題，及時通知相關(guān)部門予以解決。
3.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 service , directions to local attractions or function rooms , car rentals , air line shuttle service , etc.對于客人的需求予以積極快速的回應(yīng)，提供準(zhǔn)確信息，提供租車、旅游向?qū)У确?wù)。
4.Organizes and store luggage as necessary in a designate area .將客人行李有序的寄存于指定地點(diǎn)。
5.Greets customers immediately with a friendly and sincere welcome . Remain calm and attentive , especially during heavy hotel activity and emergencies .熱情友好的問候客人。能成著冷靜的應(yīng)對各種突發(fā)情況。
6.Takes an active role in the team by being kind, cooperative, helpful and never forgetting the person behind the guest.積極的工作，友好的為客人提供服務(wù)的同時招呼示意下一位客人。
7.Actively takes part in training where and when required, attending formal training sessions and on the job training to ensure standards and develop skills and abilities. 積極參加所需的各種培訓(xùn)，提高工作能力。
8.Takes an active role in the front desk and concierge team, ensuring effective communication and working as a team in order to reach goals and targets.在前臺和禮賓部的團(tuán)隊中起到積極做用，有效的溝通，確保達(dá)到目標(biāo)。
9.Creating a warm and welcoming arrival for guests, ensuring that they feel expected and immediately “at－h(huán)ome” when they arrive.為顧客提供熱情周到的服務(wù)，有賓至如歸感。
10.Ensures that all guests are greeted at the door.
熱情問候客人。

任職資格：
1.Ability to understand and follow written or verbal instructions 能遵照指示工作。
2.Ability to grasp , lift and carry or otherwise move packages , boxes and luggage up to 100lbs . continuously throughout shift .有一定負(fù)重能力，能在當(dāng)值期間持續(xù)搬運(yùn)行李和重物。
3.Ability to stand ,walk and sit and continuously perform essential job functions .能持續(xù)因工作需要的站立，行走等。
4.Sufficient manual dexterity in one hand to be able to load and unload luggage
能專業(yè)的裝卸行李。
5.Ability to work under pressure and deal with stressful situations during busy periods.能在強(qiáng)壓下勝任工作。
6.Ability to read English language sufficient to ascertain information from luggage tags and claim checks to write numbers and names on claim checks and rooming lists.一定的英語閱讀能力確保能獲取行李牌上的信息，以及托運(yùn)行李上的相關(guān)信息。
7.Ability to effectively deal with internal and external customers , some of whom will require high levels of patience tact and diplomacy to defuse anger and collect accurate information .擅長于處理賓客關(guān)系，能快速有效的應(yīng)對各種問題。
8.1 or 2 years of related working experience prefered.
一至兩年相關(guān)工作經(jīng)驗者優(yōu)先。