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崗位職責/職位描述

Duties and Responsibilities工作職責

PEOPLE團隊成員

·???????? Responsible for sorting and distributing guests and administrative mail and returning mail to the sender for forwarding mail

負責挑選和分發客人的信件及行政信件，并將無人接收的信件送返發信人。

·???????? Prepares efficient work schedule for Bell Services, arranging holidays and vacation, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures

在考慮酒店入住情況和預測以及大規模的團組活動，特別是關于提前或延遲到達及離店的情況的前提下，為行李服務部員工準備高效的工作計劃，安排節日和假日

·???????? Ensures that all bell staff are neat, clean and punctual at all times and that they perform the task assigned to them promptly and efficiently

確保所有行李服務人員隨時保持衣著整潔，工作守時，并且能夠快速和高效的完成任務。

·???????? Supervise and direct Bell Desk activities and Bell Staff

對行李服務臺的活動和行李服務人員實施監督和指導。

·???????? To participate hotel promotion selling activities.

出售月餅、圣誕促銷活動券、新年促銷活動券、及餐廳和其它部門平時的促銷活動。

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GUEST EXPERIENCE賓客體驗

·???????? Assist guests with all inquiries, both hotel and non-hotel related

協助客人各種與酒店相關或無關的問詢

·???????? Conduct effective shift briefings to ensure hotel activities and operational requirements are known

進行有效的交接班說明工作，以明確酒店活動和運營要求

·???????? Maintain detailed knowledge of the activities of the day and alert to any potential problems

詳細了解當日活動情況并留意各種潛在問題

·???????? Maintain detailed knowledge of key occurrences in your city/location including directions to key points of interests, restaurants, theatres, shopping, cinemas, sporting and recreational facilities, banks, consulates, transport systems and special events

詳細了解所在城市和地區的情況，包括去往主要地點的路線、以及關于餐館、劇場、商場、電影院、體育場館、娛樂設施、銀行、領事館、交通系統和特殊活動的信息

·???????? Maintain adequate supplies of forms, brochures and ensure they are presented in line with hotel standards

保證供應足夠的表格和手冊，并確保其質量達到酒店標準

·???????? Consult Log Book for information/request left by outgoing shift

查閱交班人員的工作日志，尋找相關信息和要求

·???????? Manage all incoming guest mail, messages, telexes, facsimiles and special deliveries, in accordance with policy

按照相關政策，對發給客人的信件、留言、電傳、傳真和特快專遞進行管理

·???????? Manage outgoing guest mail, courier services, postage of parcels and freighting as directed by guests

按照客人的要求，對客人寄出的郵件、通過信使服務寄送的信件、 包裹的郵資和貨運進行管理

·???????? Record incoming registered mail, parcel in appropriate file

在相應的檔案上對寄給客人的掛號信、電報、包裹和電傳進行記錄

·???????? Prepare efficient work schedule for Bell staff, arranging holidays and vacations, taking into consideration projected occupancy and forecasts and any large group movements, especially those with early or late arrivals and departures

·???????? 在考慮入住情況預測以及大規模的團組活動，特別是關于提前或延遲到達及離店的情況的前提下，為行李服務部員工準備高效的工作計劃，安排節日和假日

·???????? Ensures guest recognition programmes are maintained.

·???????? 確保客人認知項目

·???????? Actively obtains feedback from guests to improve services and facilities.

·???????? 積極地根據客人的反饋改進服務水平和設施功能

·???????? Enforces all quality standards and procedures from VIP guests’ pre‐arrival, to their arrival, during their stay till their departure.

·???????? 執行所有有關預抵客人，入住客人，在住客人和離店客人的服務標準和程序

·???????? Ensures FITs arriving and departing by limousine are met and greeted and are given a smooth and seamless check in and check out

·???????? 確保預定酒店禮賓車接送服務的客人能得到迎接和問候，提供無縫連接的入住和退房手續

·???????? Develops and in still the philosophy amongst staff to exceed guests’ needs at every point of contact.

·???????? 對所有為客人服務的員工灌輸提供超出客人期望服務的意識

·???????? Is familiar with all happening in the hotel, arrivals, departures and see‐offs of guests staying in‐house or attending a function.

·???????? 熟悉酒店所有活動和客人抵達與離店的信息，迎接或歡送所有在住和參與酒店活動的客人

·???????? Is familiar with VIP room blocks and conducts random inspections of rooms.

·???????? 熟悉重要客人房間平面圖和組織任何房間的參觀

·???????? Ensures Lobby presence is maintained and lobby is kept neat, cleaned and maintained at all times.

·???????? 隨時確保大堂區域的整齊和潔凈

·???????? Ensures orderliness and manages the flow of traffic in the lobby, Front Desk and lift landing area.

·???????? 確保大堂區域的運作順暢和指引明確，包括前臺區域和客房電梯間