Position Summary 职位概述： 1.Manages concierge team member in order to provide special assistance and information about local area attractions to customers an patrons , offering a wide selection of choices and alternatives to ensure guest satisfaction . 对礼宾部进行日常管理，处理部门突发事件。熟知当地及周边景区景点，餐馆，娱乐场所及商务中心，为客人提供个性化服务。 2.Maintain a friendly, neat and pleasant image to guests.  保持友好，整洁的形象给客人留下愉悦的印象。 3.Greet all arriving and departing guests with a smile and eye-contact. 问候所有抵店和离店的客人并保持微笑和目光接触。 4.Supervise and delegate duties to Bell Attendant, Door Attendant. 监督和分派任务给礼宾员、门童。 5.Ensure that the Bell Attendant and Door Attendant are at their respective position so that no area is left unmanned at all times.  要确保行李员和门童在各自的岗位上，不能出现空岗的现象。 6.Solve problems regarding allocation of personnel, handling of complaints, etc. 解决关于人员分配，投诉处理等方面的问题。 7.To accurately obtain all pertinent Guest information and preferences in order to consistent exceed Guest’s expectations. 通过专业和高效的方式处理团对客人与团对行李。   8.Welcome guests, unload luggage from vehicle, offer help to carry the guest’s luggage, to transport luggage to any place requested in the hotel, to send incoming messages to the guest rooms and/or offices. 欢迎客人，从汽车中卸下行李，帮助客人搬运行李，按照客人的要求将行李搬运到酒店内的任何地点，将收到的留言送达到客人房间以及/或者办公室。 9.Up Date all Concierge and Guest information file on a weekly basis for both accuracy and prompt delivery to all Guests inquiries. 每周更新所有的礼宾部及客人信息以确保向客人提供准确迅速的服务                                                                                       10.Keep an eye on all incoming guests and visitors and in case of doubt contact the hotel’s  Security Department. 关注所有进入酒店的客人和访客，发现异常则立即与酒店保安部门取得联系。 11.Make sure that entrance and entrance area is clean, clear and manned. 确保酒店入口以及出口处干净、整洁且有序， 并随时有人在岗。 12.Park cars upon request of the guests or management.  按照酒店客人或管理人员的要求停放汽车。 Provide information about facilities of the hotel and tourist information in a correct and hospitable way. 13.提供酒店设施方面的信息以及尽可能正确提供酒店和旅游观光方面的信息。 14.Pre-arrange all requested transportation service and inform hotel drivers. 按照用车要求提前安排好交通服务并通知酒店司机。 15.Make sure that the lobby area looks clean,  and in case necessary, ask the Housekeeping Department for assistance. 确保大堂区域清洁，并且在必要的情况下，请客房部进行协助。 Specific Job Knowledge, Skill and Ability  工作技能技巧要求： Ability to read, listen effectively , to speak and write English clearly . 具备一定英语会话和书写能力。 Ability to access and accurately input information using a moderately complex computer system . 掌握一定的电脑技能技巧。 Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect and analyze accurate information and resolve conflicts. 擅长于处理宾客关系，能快速有效的应对各种问题。 Interpersonal skills to provide overall guest satisfaction. 以较强的人际交往能力提高客人满意度。 Learning and visual ability to observe and detect signs of emergency situations 具备一定的观察能力对于紧急突发状况能积极应对。

岗位要求 1、大专以上学历，有同岗位工作经验1年以上 2、身体健康，品貌端正，形象气质佳。 3、良好的组织管理能力。 4、优秀的人际交往能力和沟通能力。 5、善于同宾客沟通，处理事件及时果断，能独立处理各种投诉。

【岗位职责】 1、负责礼宾部的工作。 2、管理岗位员工，安排岗位的工作班次和时间。 3、确保礼宾部交班本上记录的每一件事情都已经落实，记录未完成的工作交给下一个班次。 4、确保所接收的行李和包裹的安全，存放在合适的地方。 5、事先检查所有抵达和离店团队的分房名单，确保接待任务顺利完成。 6、管理行李房，确保行李房干净、接收、存放行李及宾客的遗留物品的处理。 7、参与员工培训工作，负责员工日常培训，制定培训计划。 8、宾客有要求时，为预计离店的宾客安排出租车、机场班车的服务。 【岗位要求】 1、大专及以上学历，有同岗位工作经验2年以上。 2、工作认真、作风细致、吃苦耐劳、反应灵活。 3、能进行英语日常会话，开展对客服务。

1.确保所有礼宾部员工和行李员遵循品牌承诺并始终提供优异的对客服务。 Ensures that all Concierge and Bell Desk employees deliver the brand promise and provide exceptional guest service at all times. 2.确保礼宾部员工和行李员适时的为其他部门员工同样提供优质的服务。 Ensures that Concierge and Bell Desk employees provide excellent service to internal customers as appropriate 3.确保所有礼宾部员工和行李员知悉最新的促销信息，规章制度及其他重要信息。 Ensures that all Concierge and Bell Desk employees are aware of current promotions, policies and other important information 4.确保所有礼宾部员工和行李员熟悉掌握酒店的产品知识及服务标准。 Ensures that all Concierge and Bell Desk employees are familiar with the hotel’s products and services 5.礼貌并有效地处理客人和员工的询问，对于无法立即处理的投诉和提出的问题，应汇报上级，并迅速跟进及时反馈结果。 Handles guest and employee enquiries in a courteous and efficient manner, reporting complaints or problems if no immediate solution can be found, whilst feeding back a prompt follow up. 6.经常性地亲自确认客人得到尽善尽美的服务。 Personally and frequently verifies that guests are receiving the best possible service. 7.繁忙时期确保礼宾部和行李台有条不紊的运作并实现酒店的品牌承诺。 Spends time in Concierge and Bell Desk areas during peak periods to ensure that the area is managed well by the respective team and deliver the brand promise. 8.与客人之间建立和谐的客服关系并长久保持。 Establishes a rapport with guests maintaining good customer relationship 9.保持与顾客和同事之间良好的合作关系。 Maintains positive guests and colleagues interactions with good working relationships 10.确保所有员工始终为客人提供礼貌和专业化的服务。 Ensures all employees provide a courteous and professional service at all times.

PRINCIPAL RESPONSIBILITIES 主要职责 To ensure that the operational procedures and standards are in accordance with the hotels' and company standard operation procedures and policies. 确保所有的操作程序与酒店制定的标准一致。 To ensure luggage is promptly delivered to guest room. 确保客人的行李迅速快捷的送到房间。 To ensure the prompt handling and delivery of messages, faxes and mail within 10 min in the hotel. 确保客人的传真，邮件，留言信在 10 分钟内送到客人房间。 . To provide the necessary information and assistance to hotel guests. 为酒店客人提供必需的信息。 To maintain the cleanliness and tidiness of the driveway, lobby area and luggage store at all times. 确保工作区域及行李储藏室的卫生清洁。 To ensure the daily event board in the hotel lobby is updated. 每日更新会议活动指示牌内容。 To assist chief concierge to supervise and control the activities of the Bellboys and Doormen. 协助首席礼宾司管理与调控行李员及门童的动态。 Ensure that all arriving and departing guests receive prompt attention. 确保所有到达与离开的客人受到关注。 Maintain records of services rendered by Bellboys, e.g. check-in, check-out, delivery of messages, mail, parcels, etc. 建立有关行李，邮件，传真发送记录。 Ensure that function boards and other lobby postings are in order. 确保会议指示牌以及大堂内其他指示牌在正确的位置。 Ensure that the Concierge counter and main door are manned at all times. 确保礼宾部柜台和酒店大门有人值班。 Ensure that Concierge equipment is properly maintained. 确保礼宾部的设施设备正常运转。 Performs related duties and special projects assigned. 能够完成所有相关及指派工作。 Familiarize self with the Cordis Brand standard Mission Vision and 1865 熟悉康得思酒店的品牌标准，使命，愿景和 1865 会员计划。