崗位職責/職位描述

1.???????? Greets customers immediately with a friendly and sincere welcome . Responds to inquires with accurate information regarding hours of outlet operation , directions to local attractions , or meeting rooms , car rentals and airline shuttle service , etc ,according to individual needs.

誠摯友好的問候客人。快速精準的回答和應對客人提出的問題及要求，其中包括各消費場所的營運時間，景區(qū)景點指南，租車服務及機場接送服務等。

2.???????? Answers telephone calls and inputs messages into the computer. Retrieves messages and communicates contents to the guest . Retrieves mail , small packages , and facsimiles for guests as requested .

負責接聽禮賓部電話，處理客人留言，包裹，郵件及傳真。

3.???????? Arranges and confirms recreation , business and dining activities both inside and outside the hotel . Promptly responds to requests for dentists , doctors ,child care , florists , etc.

代客預訂店內(nèi)及店外的餐廳和娛樂場所。為醫(yī)療保健，托嬰，送花等服務提供協(xié)助。

4.???????? Hires ,trains , supervises ,disciplines concierge curators. Scheldules curators in accordance with hotel manages department budget , including approval of payroll .

依照酒店人員錄用及相關條例應聘，培訓，監(jiān)督，管理禮賓部員工。

5.???????? Creates activities and provides information and support to ensure total guest satisfaction for group clientele . Works with the sales department and attends pre –con meetings .

協(xié)助酒店銷售部門處理好會議及團隊客戶的各項需求，提高客戶滿意度。

6.???????? Responds to guest complaints , conducts research to develop such as price conflicts , insufficient heating or air conditioning , etc. Remains calm and alert especially during emergency situations and heavy hotel activity .

沉著冷靜的應對和處理各類客人投訴，如：客人對價格不滿，空調或供暖系統(tǒng)的不足等。

7.???????? Leads and motivates curators by leading by example and employing competent and consistent management practices.

通過訓練及一致的管理，領導和激勵團隊員工.

8.???????? Actively takes part in training the team, facilitating formal training sessions and on the job training to ensure that all curators are follow the same standard. Also attends training where and when required

積極地參加職業(yè)培訓,讓員工保持水平一致。

9.???????? Acts as a coach and mentor to curators, reinforcing standards and expectations and motivating curators to strive for established targets.

做隊員的導師，提高員工水平，促進他們完成所設立的目標。

10.???? Conducts PDR’s, 1:1 meetings throughout the year, ensuring that the feedback given to curators is fair, unbiased and provides a platform for continued improvement, according to the Hilton standards.

根據(jù)希爾頓PDR標準，每年度進行1：1的面談，確保對每個員工的公平，為員工提供繼續(xù)發(fā)展的平臺。

11.???? Is involved with succession planning and development of high potential curators to ensure that all curators are trained to progress to the next level of their career.

培訓部門高潛能員工，促進工作水平的提高及進一步的職業(yè)規(guī)劃。

12.???? Contributes to the hotel and team by sharing new ideas and suggestions for improvements, being innovative and creative to provide quality service and customer care to curators and guests.

致力于酒店工作，為酒店發(fā)展提供創(chuàng)造性的建議，為顧客和整個團隊提供高品質服務。

13.???? Responsible for the smooth induction and facilitation of training for new curators, ensuring that they are trained to the minimum level standard and that they can competently complete their job and that they know what is expected of them.

簡單易懂的培訓新員工，使其盡快達到勝任工作的最低標準,了解公司的期許與要求。

14.???? Takes an active role in the front desk and concierge, ensuring effective communication and working as a team in order to reach goals and targets.

積極主動的加強前臺與禮賓部的有效溝通，確保達到目標提供高質量的服務。

15.???? Creating a warm and welcoming arrival for guests, ensuring that they feel expected and immediately “at-home” when they arrive.

為顧客提供熱情周到的服務，有賓至如歸感。

16.???? Ensures that the Conrad concierge escorts guests to their room that the hotel facilities and room features are explained, and that luggage is delivered in a prompt manner.

將客人送至客房，介紹客房布局，確保行李及時送達。

17.???? Handles complaints promptly and efficiently, taking the necessary action, and informing the Duty Manager for follow up. Follows up with all guests to ensure satisfaction with problem resolution.

采取必要行動，及時有效的處理顧客的不滿，適當?shù)臅r候告知值班經(jīng)理跟進。回訪客人，確保客人對解決方法滿意。

18.???? Maintains awareness of guest’s profile and specific preferences, ensuring that they are acted upon for each reservation.

維護顧客檔案和信息，確保預訂的有效性和準確性。

19.???? Ensures that VIP guests are treated personally and recognized as an individual.

親自迎接VIP客戶。

20.???? Promotes HHonours and its associated benefits to guests who are not already enrolled in the program. Ensures that existing HHonours members receive personal and professional service that recognizes them as important guests and that their benefits are received.

引入新的榮譽客會會員，確保會員應得利益，為會員提供優(yōu)質專業(yè)的服務。

21.???? Ensures that the concierge team facilitate a prompt departure for all guests by ensuring that their luggage is brought from their rooms promptly when requested, or offered team member when in the lobby. Also to ensure that all guests are offered to make arrangements for transportation and that they are invited back and farewell.

如有需要，幫助客人拿取行李，確保客人及時辦理離店，安排運送，同時歡迎他們再次光臨。

22.???? Manages the storage and organization of guests luggage in a safe and secure, organized and systemized way.

有條理的安放和儲存客人的行李并確保安全。

23.???? Ensures that the concierge team maintains the lobby appearance is neat and tidy, and that public areas are cleaned when necessary. Responsible for ensuring that hotel material and information is stocked and available for guests.

確保大廳的整潔衛(wèi)生，及常用客用資料和物品等的補充更新。

24.???? Has knowledge of the hotels facilities and services as well as basic knowledge of Hilton International, and other Hilton properties in China.

掌握希爾頓酒店集團及希爾頓在中國其他地區(qū)項目的基本概況。

25.???? Is up to date with information and has detailed knowledge of facilities, attractions, places of interest, sights and activities in and around hotel. Imparts this knowledge to other team members.

了解酒店周邊地區(qū)的最新信息，名勝，風景地等，為顧客提供方便。將這些知識與團隊成員分享。??

26.???? Ensures that the concierge team correctly carries out ticket reconfirmation, safari bookings and makes guest reservations when required.

確保根據(jù)不同需求為賓客提供票務信息確認，預定等服務。

27.???? Ensures that the concierge team correctly handles and delivers messages, receives and distributes packages, and the daily post and correspondence of both guests and the hotel

確保禮賓部準確的信息傳遞，保證酒店和賓客每日包裹郵件的正常收發(fā)。

28.???? Responsible for managing guest airport transportation, ensuring pick-ups and drop-offs are completed on time and the most effective use of the drivers time is made.

為客戶提供機場接送服務并最大效率的安排司機的工作時間。

29.???? Inputs information in to Fidelio regarding guests, ensuring accuracy and that all details are completed and that the information can be clearly understood by other team members.

將準確完整的信息錄入酒店管理系統(tǒng)，以便大家分享。

30.???? Applies Hilton Brand Standards in each and every action, acting as a role model and example of how the standards should be carried out in a practical setting.

遵循希爾頓品牌標準并貫徹實施。

31.???? Effectively communicates, coordinates and cooperates with Housekeeping, F&B, Engineering and .IT

與餐飲部，客房部，工程部，IT等進行有效的溝通及合作。

32.???? Reports problems with hotel systems, hardware or facilities to the appropriate party and follows up to ensure that corrective action has been taken.

對酒店設施設備的非正常運轉予以及時報告，并跟進直至問題解決。

33.???? Passes on information effectively, ensuring that all necessary details are communicated to the intended person and that any pending action is completed and guest satisfaction confirmed. Attends daily briefings, shift handovers, meetings and reads the log book on a daily basis.

確保信息的有效傳達，及時解決問題提高滿意度，參加例會及日常會議等。

34.???? Manages and maintains the Concierge Desk stock and that it is not wasted, maintaining costs where able.

對禮賓部日常用品予以管理控制，節(jié)約成本。

35.???? Keeps up to date and aware of competitor activities in order to be informed.

警惕商業(yè)競爭行為，并及時上報。

36.???? Complies with Health & Safety, Emergency Management, disaster Manual, and Fire procedures and regulations. Takes part in the fire team when and where directed.

遵照執(zhí)行健康安全，危機管理，災難救助，火災預警程序。必要的時候加入 救火。

37.???? Adheres strictly to standard cash handling procedures, ensuring to balance float and drop the required amount. Manages cash, credit card, city ledger, voucher and all other forms of payment correctly.

嚴格遵守現(xiàn)金收付手續(xù)，收取現(xiàn)金，信用卡，轉帳，代金券等。

38.???? Adheres to the company credit policy at all times when handling cash, credit card transactions, city ledger, providing currency exchange services and third party payments for rooms, meetings, F&B and any other charges that may be incurred by guests.

收取現(xiàn)金，信用卡，代金券，或第三方付費等服務時要嚴格遵守酒店規(guī)定。

39.???? Maintains awareness of sales opportunities within the hotel, maximizing revenue in an ethical and responsible manner, ensuring the guests receive value for money and adhering to Hilton Brand Standards.

抓住商機，用合理的方式提高酒店收入，確保客人物有所值。

40.???? Adhere to the hotel’s security and emergency policies and procedures.

堅持酒店安全制度、緊急情況處理規(guī)定和程序。

41.???? To ensure that all team members have a complete understanding of and adhere to the Hotel’s Team member Rules and Regulations. 確保員工充分的理解并遵守員工手冊內(nèi)容。