Concierge

job overview 职位概述

• Responsible for providing accurate information concerning hotel facilities, venues and functions and handling guest inquiries.  Supervises the issue of keys, mail, messages, telegrams and parcels to the guests
• 负责提供关于酒店设施、场所和功能的准确信息并答复客人的问询。管理客人的钥匙、信件、留言、电报和包裹等。
• Coordinate guests’ needs, requests, and inquiries to ensure superior service and value for our guests.
• 协调客人的需求，要求和问询以确保提供卓越和超值的服务。

At HUALUXE®, we want our guests to feel accomplished and respected.  To help them we need you to offer intuitive Chinese hospitality and:

• Show Chinese Etiquette – by greeting our guests by extending the spirit of our signature welcome and indulge them in Chinese hospitality by being humble and discreet in observing Chinese protocol. 
• Respect and Recognize – We respect and recognize guests no matter who they are and adapt to guest preferences making them feel a cut above the rest.
• Help Accomplish – by fully understanding our guests’ business and social engagement needs, and take pro-active action to exceed their expectations by efficient and accurate services. 

在**華邑®**酒店，我们让我们的客人感到事业通达，尊重认同。为了达到这个目标，我们需要你提供知礼尊客的中华待客之道，同时还要：

• **尽显中华礼仪 –**向客人展示我们标志性的欢迎礼，并用谦恭得体的中华待客之道来款待我们的客人。
• 表达尊重认同 – 我们尊重、认知每一位客人，我们记录客人的偏好，通过个性化的服务客人的尊贵身份。
• 协力成就事业 – 悉心洞察、领会客人商务及社交的不同需求，先行一步，力求以准确高效、超越客人期望的服务，帮助客人达成目标。  

Duties and Responsibilities 工作职责

• 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
• 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手册，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，寻找相关信息和要求
• Manage all incoming guest mail, messages, telexes, facsimiles and special deliveries, in accordance with policy
• 按照相关政策，对发给客人的信件、留言、电传、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, telegram, parcel, telex in appropriate file
• 在相应的档案上对寄给客人的挂号信、电报、包裹和电传进行记录
• Night staff check mail, message of expected guests against the system/computer and expected arrivals
• 夜岗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收
• 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
• 在考虑入住情况预测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，安排节日和假日
• Works with Superior on manpower planning and management needs

与上级领导一起进行人力规划和管理需求。