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RESPONSIBILITIES:
To be familiar with Hotel’s policies & procedures.
To report to work on time, uniform to be clean & tidy, including name tag.
Personal appearance and grooming conform the Brand Service Standards
To attend the required meetings and trainings on time
Knowing the names and positions of the hotel’s management and their Respective extensions
To be familiar with all hotel’s facilities and restaurants
To be aware of the promotions in the hotel’s restaurants
Awareness of the daily events in the hotel
Familiarity with the city attractions and restaurants
Knowledge of the events in the city
Being able to use the “Pro Concierge” system for updated city information
To ensure the Brand Service Standards and “Telephone etiquette” are strictly followed at all times
To handle all internal and external phone calls according to the telephone Etiquette
Ensure the main entrance is clean, easy accessible and manned at all times
Make sure the working area and equipment is fully functional, otherwise follow up with The relevant department
The adequate staffing and presence (duty schedule) of the Concierge Team
Open, honest and clear communication with the team members
Appraises the team members performance to encourage development and recognize the contribution of team members
Ensure all hotel policies are followed by the team
To conduct a daily briefing of the team; communicate and check their awareness of daily specials/events
Weekly service value to be discussed and trained in the pre briefing and shift hand over
To verify the familiarity with the hotel’s facilities and events among the team
To check the grooming and appearance of the team members and correct When necessary
To create and implement a Training plan for Concierge team members ensuring the awareness of their duties and responsibilities
To review the Standard Operating Procedures of the team and ensure these are Followed accordingly
To supervise the team and coach/train them to achieve the highest quality of knowledge and service
Monthly departmental communication meeting to be held to discuss the latest news/Updates on goals etc.
To create and ensure awareness of the business objectives and targets
To review on team members satisfaction and identify their concerns
To bring their concerns to the attention of the Front Office Manager when necessary
To liaise closely with all Front Office Departmental sections
To be highly visible in hotel public areas
Ensuring a warm, sincere welcome and farewell of all guests
Anticipate to any guest requests or inquiries
Smooth operation of limousine service and all guests to be met by the airport representative
Prompt delivery and collection of all guest’s luggage
Ensure the “Gentleman’s service” is provided for ladies with high heels or elderly.
Offer at least 2 suggestions when recommending a guest to provide the guest With a choice
To provide immediate and accurate services regarding travel arrangements, airline reconfirmation, sightseeing tours, airport transfer, restaurant reservations etc.
Ensure the proper recording of the guest’s items storage is kept at all times in a safe Condition
To verify the guest supplies (e.g. umbrellas) and ensure a proper record is kept, Order to restock when necessary
To communicate the received parcels/mails for the guests and ensure a delivery Within 10 minutes
To report and seek assistance from the Assistant/Front Office Manager when necessary
To communicate all guest’s comments to the DutyManager (and in his/her absence the Assistant/Front Office Manager) and ensure a follow up is done
To perform any other duties assigned by the Assistant/ Front Office Manager
SPECIFICATIONS:
Minimum 6 years experience in a similar position in comparable hotel, at least 3 years experience at
supervisory or managerial level
Fluent in Mandarin and English (spoken and written)
Excellent leadership and training skills
Sense of responsibility and taking ownership, service oriented and eye for detail
Open, pleasant, helpful and friendly personality
Ability to use standard software applications and the OnQ system
灵感的归属. 不止于驻足.Never Just Stay. Stay Inspired. 杭州康莱德酒店位于钱江新城地标性建筑-来福士广场中心,是希尔顿集团旗下奢华品牌。由荷兰著名建筑公司 UN Studio打造的杭州康莱德酒店将为钱江新城注入快速发展的新鲜活力。Conveniently located inside Qian Jiang’s Raffles City Complex, Conrad Hangzhou is poised to be the newest luxury hotel in Hangzhou. Designed by renowned Dutch Architect ‘UN Studio’, the hotel is a true landmark building in Hangzhou’s fast growing Central Business District.酒店拥有306间房间,其中包含25间套房, 房间内钱江新城的俊美以及西湖的柔情尽收眼底。除此之外,客人还可以在酒店4间不同特色的餐厅以及大堂吧中体验无与伦比的当地美食、精致的下午茶以及极具特色的日餐。室内游泳池以及奢华的水疗服务将为你带来一段令人难忘的身心放松之旅。Featuring 306 guest rooms, including 25 suites, the hotel will provide panoramic views over Hangzhou, Qian Jiang River and the famous Westlake. In addition, guests may enjoy local delicacies, an inspiring afternoon tea or refined Japanese dishes in one of the hotel’s four restaurants or bars. An indoor pool, health club and luxurious Spa will ensure an even more relaxing stay.在酒店的9楼以及10楼,有一系列世界级会议设施可用于公司活动、董事会会议、社交聚会和婚礼。这些设施包括800平方米的总会厅以及大小在50平方米到200平方米之间的8间辅助会议室。On levels 9 and 10, an array of world-class meeting facilities is available for corporate events, board meetings, social gatherings and weddings. These facilities include a 800sqm ballroom and eight ancillary meeting rooms varying between 50sqm to 200sqm in size.交通信息:Transportation:Railway Route Hangzhou Metro Line 4:Please get off the Jiang Jin Station through Exit-B1杭州地铁4号线:江锦路站B1出口Address:228 Xinye Road, Raffles City Hangzhou, Shangcheng District, Hangzhou 310016, PRC地址:浙江省杭州市上城区新业路228号来福士广场T2温馨提示:1.通过最佳东方投递简历后请耐心等待回复,无须邮件再次发送;2.通过发送简历到邮箱:Conradhangzhou_Recruitment@hilton.com