• 节日礼物
• 技能培训
• 岗位晋升
• 美女多
• 帅哥多
• 领导好
• 管理规范
• 人性化管理

  
Major Functions 
主要职责：
	Report to Front Office Manager.
	所有工作向前厅部经理报告。
	Well versed on all Brand Standard requirements for Front Office and related areas
	熟知前厅部及相关部门的品牌标准要求。
	-To establish an effective data base system to be used by all team members for restaurant and local attractions. Have solid understanding of and being able to establish relationship with all local attractions, restaurants… etc. 
	建立本地的餐厅和旅游景点信息数据库以备部门同事察看。与本地的著名景点景区，餐厅及其他相
	关部门建立良好的合作关系。
	To supervise the other concierge associates, bellstaff, doormen to effectively handle guest requests, To ensure that they are adhering to all hotel policies, procedures and standards while striving towards total guest satisfaction. To ensure that the above-mentioned areas are working in a professional manner at all times. 
	督导其他礼宾部员工，行李员，门童的工作以确保客人的要求得到满足。确保下属完全遵从酒店的政策，工作流程和标准以保证完全的客人满意。确保以上区域员工保持专业的工作态度。
	Responsible for hiring, training and development of all concierge-related associates, so they are hospitable, outgoing and customer service oriented. 
	负责招聘，培训和发展礼宾部的所有员工，确保他们殷勤待客，外向活泼和以提供优质服务为本。
	Assist the front office manager in above areas to ensure a correct and smoothly operation department.  
	协助前厅部经理确保以上工作区域运转正常。
	Each associate is expected to carry out, within their capabilities, all reasonable requests by management.
	根据每个员工的能力安排工作以确保管理层的任务准确完成

Specific Responsibilities: 
具体职责：
	Responsible to handle all guest requests and to solve any guest complaints.
	确保客人的要求得到满足，处理客人的投诉。
	Ensure that the Hospitality and the Guest Response Programs are being followed and monitored.
	确保并监督殷勤待客和客人回应计划正确实施。
	Be familiar with cultural differences to meet guest's specific needs and requirements.
	了解客人的文化差异以便提供周到的服务。
	Report any unusual occurrences to the front office manager immediately.
	如果有任何异常情况立刻向前厅部经理报告。
	Vendor contracts and meetings are initiated together with the front office manager.
	服务供应商的洽谈和合同签署必须经过前厅部经理的审核和签字。
	Lead concierge staff to create useful data base for hotel customer service usage. 
	调动礼宾部员工建立对客服务的数据库。
	Act as role model to training and demonstrate to entire concierge staff to act upon opportunities to do more. Provide upscale service whenever possible to make guest feel special. 
	工作中起带头作用，引领全体礼宾部员工的工作热情和积极性。在可能的条件下提供全面周到的服务以让客人体会到与众不同。
	Have OPERA and MARSHA skills, be able to check-in and check-out and to handle reservations when needed in MARSHA.
	掌握Opera和MARSHA系统，能够为客人办理入住、离店手续，能够在MARSHA系统中处理有
	关客人预定的事宜。
	Have a thorough knowledge about empowerment; live the principles and use them. Also, ensure that the staffs are using them according to their abilities.
	能够合理的给员工以授权，创建相应的原则并且根据员工的能力实施。
	Responsible for daily training of associates and their development of their communication, hospitality, customer care and technical skills.
	负责员工的日常培训，发展员工的沟通、服务技巧、关心客人和其他技巧的能力。
	Be very knowledgeable about the rooms and their locations, services and facilities of the hotel.
	掌握酒店房间设施、位置、各餐厅和其他设施的服务项目、营业时间等
	Have a solid understanding of and establish connection with local attractions, restaurants. Being able to offer and arrange car rental, airline and train tickets, office services, beauty and barber services, baby sitting and arranging presents, repairs and shopping for the guests. 
	熟悉当地的旅游景点、餐厅信息。协助客人租车、预定飞机票火车票、提供办公室服务、提供美容理发店信息、照看小孩服务、安排礼物、修理物品以及提供商场购物的信息。
	Maintain the Repeat Guest Program, the Marquis Program and the VIP Program. Ensure that the above-mentioned clientele are receiving the type of service they deserve and follow up with guest relations to ensure that all requests are carried out.
	熟悉酒店的常客计划，VIP客人接待程序等工作流程。确保以上重要客人得到他们应享受到的高品质服务，和宾客关系服务人员一起跟进客人提出的要求。
	Be able to handle emergency situations. Be trained in these procedures and be able to act upon them.
	能够处理紧急情况。熟悉所有应急程序并且能够在紧急情况发生时按规定予以实施。

 2018年7月1日开业的苏州太湖万豪酒店和苏州太湖万丽酒店位于“人间天堂”苏州太湖之滨，信步可揽憩静恬美的太湖山色；酒店临近沪宁、苏嘉杭高速，距苏州绕城高速太湖西山（金庭）出口仅5分钟车程，距离苏南机场30分钟车程、上海虹桥枢纽50分钟车程30分钟即可直达市区，是长三角商务会议好去处，休闲度假首选地。 酒店地理位置优越，壁邻度假区高尔夫球场， “太湖湿地公园”、“蒯祥纪念园”、“渔洋山景区”、“海洋馆”等自然景观景点左右相依，石公山、林屋洞、飘渺峰、明月湾古村落等太湖西山与东山景点均在酒店20分钟交通圈内。　　苏州太湖万豪酒店和太湖万丽酒店，是苏州太湖旅游度假区首家万豪国际品牌酒店。2家酒店坐拥116,000平方米，别具匠心的设计给您带来前所未有的舒适体验，一切尽显万豪集团高端酒店卓尔不凡的尊贵品质。周边秀山丽水，举目如画。湖生态环境富饶，盛产 “太湖三白”、 碧螺春茶、枇杷、杨梅等名特产品，这里“月月有花，季季有果，天天有鱼虾”，宛若室外桃源般令人神往。