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崗位職責/職位描述

主要職責

MainDuties

1.?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。

Ensuresall guests' messages, mail, faxes and parcels are handled and distributedpromptly.

2.?始終確保迅速、準確和高效的電話和留言服務。

Ensuresspeedy, accurate and efficient telephone and message service at all times.

3.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 and co-ordinationof all Departments, with particular emphasis on the interactions betweenConcierge and Front Desk, Sales, housekeeping, Maintenance, Telephone, Securityare smooth and efficient.?

4.以協助和靈活的態度與其他管理層員工密切合作，關注酒店的整體成功和客人的滿意度。

Worksclosely with other management personnel in a supportive and flexible manner,focusing on the overall success of the hotel and the satisfaction of hotelguests.

5.確保所有客人的信息的準確錄入，并遵循清晰簡潔的原則。

Ensuresthat all guest details are entered correctly in accordance with the principlesof clean data.

6.繁忙時期確保禮賓部，行李臺，大堂和入口區域均有條不紊地運作并實現酒店的品牌承諾。

Spends time in Concierge, Bell Desk, Hotel Lobby and Entrance duringpeak periods to ensure that both areas are managed well by the respective teamand delivers the brand promise.

7.確?？腿诵畔⒌臍v史記錄得到精確的維護。

Ensures that guest history records are accurately maintained.

8.確保所有禮賓部員工熟悉掌握酒店的產品知識及服務標準。

Ensures that all Concierge associates are familiar with the hotel’sproducts and services.

9.?禮貌而高效地處理所有客人和內部的投訴和詢問，確保問題得到圓滿解決。

Handles all guest and internal customer complaints and inquiries in acourteous and efficient manner, following through to make sure problems areresolved satisfactorily.

10.確保所有員工遵循品牌承諾并始終提供優異的對客服務。

Ensures that all associates deliver the brand promise and provideexceptional guest service at all times.