职位介绍 :Job Summary 职位简述 To execute and coordinate the daily operations and duties of concierge services and other Guest Services areas as required by operations. Attends to guest inquiries, preferences and requests with the best interest of the resort and the guest in mind at all times. Provides updated and accurate information in assisting guests with their requests, inquiries on resort activities, restaurants, spa, sales promotions and excursions. 按照运作要求来执行和协调礼宾和行李服务的日常运作。随时关注客人的询问、喜好和要求,并尽可能地考虑到度假村和客人的 利益。提供最新和最准确的信息,协助客人提出要求,询问度假活动,餐馆,水疗中心,促销活动和旅行。 Key Duties and Responsibilities 主要义务和职责 1.Attends to duty timely, wearing the correct uniform, name badge and well groomed in compliance to the resort grooming policy 准时上班,穿着正确的制服、名牌、整洁,符合酒店仪容仪表标准。 2.Attends daily briefing 15 minutes prior to the beginning of each shift 参加每日班前例会。 3.Conducts team briefing and training in the absence of Manager Concierge or whenever required. 给部门开班前会和培训当礼宾经理休假。 4.Adheres to all Resort rules and regulations as per Service Standard Policies and Procedures, and follow all communications discussed in daily shift briefing 坚持所有度假规定按服务标准的政策和程序,并在班前会和同事沟通要跟进的事项。 5.Supervises and coordinate the daily tasks carried out by the concierge team, and ensuring the team adheres to resort standards and policies 监督和协调由礼宾团队开展日常工作,并确保团队成员坚持酒店的服务标准和政策 6.Communicates guest requirements to colleagues and other relevant departments with an understanding that guests are always number one priority in terms of service. 明白客人的需求,第一时间通知相关的部门和同事跟进。 7.Monitor and ensures that team members adhere to the grooming standards 检查并确保团队成员遵守仪容仪表标准。 8.Ensures all guests are attended to in a welcoming and timely manner. 确保及时欢迎所有客人。 9.Ensures all team members are trained and updated, and carry out on the job training for the team members. 确保所有团队成员进行培训并更新,并执行对团队成员的岗位培训。 10.Always Monitor and ensure enough manning of Guest Services- Concierge. 检查和确保有足够的人员在对客服务区域。 11.Acquires knowledge on resort services, activities, events and special promotions on a daily basis. 每日获取最新的度假村的服务项目,活动,和特殊的促销活动 12.Knowledgeable of opening hours and services provided in all areas of the hotel and external including spa information, children facilities, restaurant cuisine, water park facilities, local attractions, events, restaurants, shopping centers, distances and opening hours of the respective venues. 了解度假村所有项目的开放时间和提供的服务项目,在酒店外包括 SPA 信息,所有地区的儿童设施,餐厅的美食,水上公 园设施、当地景点、事件、餐厅、购物中心,距离和各场馆开放时间。 13.Knowledgeable of the concierge database, how to search information, print information and follow up on requested information as per resort standards 按照度假村的标准熟悉礼宾部的数据库,如何搜索信息,打印信息和跟进客人的要求 14.Attends training on respective tasks and duties in the case of health and safety, life, fire or other emergency procedures 参加安全培训,火灾或其他急救程序 15.Attends departmental training sessions as requested. 按照要求参加部门培训。 16.Works flexible working hours and schedules according to resort and departmental requirements. 按照酒店和部门的要求灵活安排上班时间。 17.Assist with other job related tasks when requested 协助其他工作相关的工作任务。 18.Ensures guest information is always kept confidential as per resort standards. 按照酒店的标准确保客人信息一直保密。 19.Liaises with respective departments of special guest or group needs and requirements to ensure guest satisfaction 更好的联络各部门为特殊客户的需求和要求,以确保客户满意。 20.Excellent knowledge and understanding about the objectives and goals of the department. 卓越的知识和了解本部门的目标和目的。 21.Ensures full understanding on how to achieve and maintain Key Performance Indicators across the departments whether through revenue, mystery shopper audits or guest satisfaction surveys (e.g. LQA or JD Powers) 确保充分了解如何实现和维护部门的绩效指标通过收入、神秘顾客审核或客户满意度调查。 22.Be able to analyze information and evaluate results to choose best solutions and solve problems to guest satisfaction. 能够分析信息和评估结果来选择最佳的解决方案和解决问题的客人满意度。 23.Maintain harmonious working environment and professional relationship amongst colleagues within the department. 内部同事之间要保持和谐的工作环境。 24. Skills, Experience & Educational Requirements 技能、经验和教育要求 25.Minimum 2 years’ experience in the related field. Must be service oriented individual with good decision making capability. 至少 2 年相关领域的工作经验。必须具有良好的决策能力和服务意识。 26.College Level on any related hospitality course 大专水平的相关的课程。 27.At least 25 years old at the time of hiring. 必须至少 25 岁。 28.Association with local concierge group is an added advantage but not required. 当地礼宾团队成员优先。 29.Multi lingual skills will be an added advantage 多语言优先。 30.Basic knowledge of Opera- Property Management system is necessary. 基本知识,Opera 系统。