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崗位職責/職位描述

Job Summary
職位簡述
To execute and coordinate the daily operations and duties of concierge services and other Guest Services areas as required by operations. and to assist and coordinate the daily Bell services activities primarily tasked in providing the hotel guests / patrons the efficient Bell service, to ensure the luggage being delivered collected, stored accurately and promptly on time. Attends to guest inquiries, preferences and requests with the best interest of the resort and the guest in mind at all times. Provides updated and accurate information in assisting guests with their requests, inquiries on resort activities, restaurants, spa, sales promotions and excursions. Meanwhile, should be more proactive in practicing the salesmanship to promote the hotel products at any guest contact, for example, when rooming the guest. The bellman also does act as a Doorman and assists at the Front Doors in opening the doors and controlling the traffic at the porte cochere.
按照運作要求來執(zhí)行和協(xié)調(diào)禮賓和行李服務(wù)的日常運作。協(xié)調(diào)日常的行李服務(wù)工作，主要負責為酒店客人顧客提供高效的服務(wù)，確保行李及時準確地存儲。隨時關(guān)注客人的詢問、喜好和要求，并盡可能地考慮到度假村和客人的利益。提供最新和最準確的信息，協(xié)助客人提出要求，詢問度假活動，餐館，水療中心，促銷活動和旅行與此同時，在任何客人接觸時，應(yīng)更積極主動地推銷酒店產(chǎn)品，例如，當客人入住時。行李員還充當門衛(wèi)，協(xié)助前門開門，并指揮車道的交通。

Key Duties and Responsibilities
主要義務(wù)和職責
Attends to duty timely, wearing the correct uniform, name badge and well-groomed in compliance to the resort grooming policy.
準時上班，穿著正確的制服、名牌、整潔，符合酒店儀容儀表標準。
Attends daily briefing 15 minutes prior to the beginning of each shift.
參加每日班前例會。
Adheres to all Resort rules and regulations as per Service Standard Policies and Procedures, and follow all communications discussed in daily shift briefing.
堅持所有度假規(guī)定按服務(wù)標準的政策和程序，并在班前會和同事溝通要跟進的事項。
Must be fully aware of the Resort emergency procedures.
充分了解度假村的應(yīng)急程序。
Communicates guest requirements to colleagues and other relevant departments with an understanding that guests are always number one priority in terms of service.
明白客人的需求，第一時間通知相關(guān)的部門和同事跟進。
Ensures all guests are attended to in a welcoming and timely manner.
確保及時歡迎所有客人。
Acquires knowledge on resort services, activities, events and special promotions on a daily basis.
每日獲取最新的度假村的服務(wù)項目，活動，和特殊的促銷活動。
Knowledgeable of opening hours and services provided in all areas of the hotel and external including spa information, children facilities, restaurant cuisine, water park facilities, local attractions, events, restaurants, shopping centers, distances and opening hours of the respective venues.
了解度假村所有項目的開放時間和提供的服務(wù)項目，在酒店外包括SPA信息，所有地區(qū)的兒童設(shè)施，餐廳的美食，水上公園設(shè)施、當?shù)鼐包c、事件、餐廳、購物中心，距離和各場館開放時間。
Knowledgeable of the concierge database, how to search information, print information and follow up on requested information as per resort standards.
按照度假村的標準熟悉禮賓部的數(shù)據(jù)庫，如何搜索信息，打印信息和跟進客人的要求。
Attends training on respective tasks and duties in the case of health and safety, life, fire or other emergency procedures.
參加安全培訓，火災(zāi)或其他急救程序。
Attends departmental training sessions as requested.
按照要求參加部門培訓。
Works flexible working hours and schedules according to resort and departmental requirements.
按照酒店和部門的要求靈活安排上班時間。
Assist with other job-related tasks when requested.
協(xié)助其它工作相關(guān)的工作任務(wù)。
Ensures guest information is always kept confidential as per resort standards.
按照酒店的標準確保客人信息一直保密。
Liaises with respective departments of special guest or group needs and requirements to ensure guest satisfaction.
更好的聯(lián)絡(luò)各部門為特殊客戶的需求和要求，以確保客戶滿意。
Excellent knowledge and understanding about the objectives and goals of the department.
卓越的知識和了解本部門的目標和目的。
? Ensures full understanding on how to achieve and maintain Key Performance Indicators across the departments whether through revenue, mystery shopper audits or guest satisfaction surveys (e.g., LQA or JD Powers).
確保充分了解如何實現(xiàn)和維護部門的績效指標通過收入、神秘顧客審核或客戶滿意度調(diào)查。
Be able to analyze information and evaluate results to choose best solutions and solve problems to guest satisfaction.
能夠分析信息和評估結(jié)果來選擇最佳的解決方案和解決問題的客人滿意度。
Maintain harmonious working environment and professional relationship amongst colleagues within the department.
內(nèi)部同事之間要保持和諧的工作環(huán)境。
To be up to date on the Departmental Revenue targets and be a team player towards achieving set goals.
作為成為團隊的一員及時了解部門的收入目標，以實現(xiàn)既定目標。
To have an in-depth knowledge of hotel’s products to be able to maximize revenue by capturing all opportunities.
通過對酒店的產(chǎn)品有深入的了解，從而能夠通過抓住所有的機會使收入最大化。
To bring to the immediate attention of the Manager for any guest complaints.
任何客人的投訴要及時告知經(jīng)理。
Treat internal and external customer fairly to develop and maintain positive working relationship.
對內(nèi)部和外部客戶一樣的對待，以發(fā)展和保持積極的工作關(guān)系。
Engaging with guests and encouraging feedback of the stay or areas of improvement to help achieve JD power and Mystery shopper targets.
和客人進行交流，鼓勵他們的反饋，幫助他們達到神秘顧客的目標。
Ensure proper grooming standards and body language is adhered to at all times.
始終被遵守確保正確的儀容標準和身體語言。
Meeting and greeting guests upon arrival at the porte cochere
在酒店正門問好和歡迎客人.。
Handling in-coming and out-going guest luggage’s and storing it in the right shelves.
處理即將到來的客人行李，并將其儲存在正確的架子上。
Ensure at all times before guest departure the right number of luggage’s are correctly put into the vehicle.
客人離開之前確保正確的行李放在車上。
Ensuring proper tagging of luggage is being done with all the details noted.
確保正確的行李標簽已經(jīng)完成了所有的記錄。
Acknowledge guests by guest name as much as possible.
盡可能多地以客人的名字來稱呼客人。
Ensure smooth traffic flow at the porte cochere at all times.
確保在任何時候都能保證車輛的暢通。
Ensure lobby presence and assistance to the Front Desk Agents.
確保前堂的工作人員到場協(xié)助。
Escorting guests to their rooms and do an In-Room Orientation.
盡可能多地以客人的名字來稱呼客人。
Escorting guests to their rooms and do an In-Room Orientation.
確保送客人到他們的房間并介紹房間的設(shè)施。
Assist in booking hotel limousines or hotel shuttle bus or arranging taxis for the guests.
協(xié)助預訂酒店豪華轎車或酒店機場穿梭巴士或為客人安排出租車。
Report and follow up on maintenance of any damaged or out for repair equipment’s in the department.
負責本部門的設(shè)備維修保養(yǎng)工作。