Concierge Supervisor 礼宾主管

职位描述

• Assist guests with all inquiries, both hotel and non-hotel related

协助客人各种与酒店相关或无关的问询。

• Conduct effective shift briefings to ensure hotel activities and operational requirements are known

进行有效的交接班说明工作，以明确酒店活动和运营要求。

• To assistant the Assistant Concierge Manager to delegate tasks.

协助礼宾部经理分配任务给员工。

• Ensures that all bell staff are neat, clean and punctual at all times and that they perform the task assigned to them promptly and efficiently

确保所有行李服务人员随时保持衣着整洁，工作守时，并且能够快速和高效的完成任务。

• Supervise and direct Bell Desk activities and Bell Staff

对行李服务台的活动和行李服务人员实施监督和指导。

• Ensure the lobby is always kept in an orderly fashion

确保大堂始终保持整洁。

• Maintain detailed knowledge of the activities of the day and alert to any potential problems

详细了解当日活动情况并留意各种潜在问题。

• Maintain detailed knowledge of key occurrences in your city/location including directions to key points of interests, restaurants, theatres, shopping, cinemas, sporting and recreational facilities, banks, consulates, transport systems and special events

详细了解所在城市和地区的情况，包括去往主要地点的路线、以及关于餐馆、剧场、商场、电影院、体育场馆、娱乐设施、银行、领事馆、交通系统和特殊活动的信息。

• Maintain adequate supplies of forms, brochures and ensure they are presented in line with hotel standards

保证供应足够的表格和宣传资料，并确保其质量达到酒店标准。

• Consult Log Book for information/request left by outgoing shift

查阅交班人员的工作日志，留意相关信息和要求。

• Manage all incoming guest mail, messages, facsimiles and special deliveries, in accordance with policy

按照相关政策，对发给客人的信件、留言、传真和特快专递进行管理。

• Manage outgoing guest mail, courier services, postage of parcels and freighting as directed by guests

按照客人的要求，对客人寄出的邮件、通过信使服务寄送的信件、 包裹的邮资和货运进行管理。

• Maintain order and security of guest keys and other selected keys kept in Front Office, ensuring key issue policy is followed

遵守钥匙管理政策，保证客人的钥匙及其它存放在前厅部的的钥匙的安全与有序管理

• Receive telephone calls and take messages for guests who are out, in accordance with hotel policy

依照酒店政策，替外出的客人接听电话和留言。

• Record incoming registered mail, parcel, telex in appropriate file

在相应的登记表里对寄给客人的挂号信、包裹和电传进行记录。

• Night shift staff check mail, message of expected guests against the system/computer and expected arrivals

夜班工作人员按照电脑系统和预抵房记录对预抵客人的邮件和留言进行查核。

• Prepare efficient work schedule for Bell staff, arranging holidays and vacations, taking into consideration projected occupancy and forecasts and any large group movements, especially those with early or late arrivals and departures

预测入住情况以及大规模的团组活动，特别是关于提前或延迟到达及离店的情况的前提下，为行李服务部员工准备高效的工作计划，提前安排节假日的当值人员。

• Responsible for the maintenance of the hotel information directory (function board) and ensures that the information shown in current and accurate at all times

负责维护酒店信息（功能板），并确保所有信息的准确性和实效性。

• In charge of the section to ensure operation runs smoothly in the absence of Assistant Concierge Manager

在礼宾部副经理缺席下，对部门负责任，以确保运营正常。

职位资格和技能

Required Skills –

技能要求

• Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.

拥有在与他人交往时大多数时间所使用的沟通技能；完全代表酒店，品牌和公司与顾客，员工和第三方交往的能力

• Proficient in the use of Microsoft Office and Front Office System

熟练使用微软办公软件和前台系统

• Problem solving, organizational and training abilities

具有解决问题、组织和培训能力

Qualifications –

学历

• Diploma or Vocational Certificate in Hotel Administration, Hotel Management or equivalent

具有酒店行政管理，酒店管理或相关的大专学历或专业证书

Experience –

经历

• 1 years experience in concierge or related discipline or an equivalent combination of education and experience. 

拥有1年礼宾部工作经验，或与此相当的教育和相关工作经验结合的背景。