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崗位職責/職位描述

職級： 4級主管級別

Job Level: Level 4 Supervisor

匯報給: 前廳經理

Report to: FO Manager

職位描述 Job Description

1. 統籌禮賓部日常運營，管控行李接送、用車、接送機等全流程服務標準
Oversee daily concierge operations, standardize luggage handling, car service and airport transfer procedures

2. 組織班前會分配工作，監督禮賓員工儀容禮儀、服務規范與在崗狀態
Conduct pre-shift briefings to assign tasks, monitor associate grooming, etiquette and working performance

3. 處理賓客出行、票務、餐飲預訂等各類需求，妥善解決賓客各類訴求與投訴
Fulfill guest demands including transportation, tickets and restaurant reservations, resolve guest requests and complaints properly

4. 管理禮賓物資、寄存行李、鑰匙臺賬，做好登記盤點，規避物品丟失風險
Manage concierge supplies, luggage storage and key records, conduct regular inventory to avoid loss

5. 培訓禮賓員城市游玩、高端商戶、酒店配套相關知識，規范服務話術
Train team on local attractions, premium merchants and hotel facilities, standardize service communication

6. 聯動前廳、客房、車隊及外部合作商家，保障賓客服務高效銜接
Coordinate with front office, housekeeping, transportation team and external partners for seamless guest service

任職條件 Criteria：

1. 2 年以上高端酒店禮賓帶班經驗，熟悉城市高端商圈、出行及文旅資源
Over 2 years concierge supervisory experience in international hotels, familiar with local high-end business, travel and tourism resources

2. 流利使用基礎英語口語，溝通應變能力強，可獨立處理各類賓客突發問題
Basic fluent oral English, excellent communication and problem-solving skills to handle guest emergencies independently

3. 具備團隊管理與帶教能力，服務意識強，能適應早中晚輪班及客流高峰
Capable of team management and training, strong service awareness, able to work rotating shifts and busy peak periods