RESPONSIBILITIES责任:
Reporting to The Manager Guest Service, the Chief Concierge is responsible for ensuring that the Concierge team is fully knowledgeable and skilled on all aspects of touristic, heritage, cultural, shopping, transportation and other guest relevant information.  He will also assist the Manager Guest Services in ensuring all aspects of luggage collection & delivery & other guests services tasks meet Fairmont Hotels standards.
向宾客服务经理汇报工作，首席礼宾员司负责确保礼宾员团队完全了解和熟悉旅游、遗迹、文化、购物、交通和其他客人相关资料的各个方面，他将帮助宾客服务经理确保行李收取运送和其他宾客服务的各个方面达到费尔蒙酒店标准。

- Be responsible for and pro-active in the recruitment and selection of all Concierge staff.
- 负责并积极参与招募和选拔全部礼宾员。
- Constantly review training needs within the department primarily through the Hotel's appraisal system in conjunction with the Front Office Training Manager
- 通过酒店的评价系统，和前厅培训经理一起不断地审查部门内的培训需求。
- Implement and monitor minimum standards of service throughout the Department resulting in a GAP analysis score of no less than 90%
- 实施和监督整个部门内的最低服务标准，GAP分析分数不得低于90%。
- Responsible for the Departmental roster, ensuring adequate staffing at all times. The Head Concierge or his Deputy must be on duty between 08.00am and 20.30pm each day
- 负责部门值勤表，确保在任何时间都能够合理安排部门职员的工作。礼宾部主管或他的副主管每天上午8点到晚上8点30分期间必须在岗执班。
- Be familiar with all guest services within the Hotel and to ensure that all Concierge staff are also adequately furnished with such information
- 熟悉酒店内的全部宾客服务，确保这些信息都已提供给全体礼宾员。
- Knowledgeable about Beijing and the immediate area  surrounding Fairmont Beijing, maintaining a library of relevant information
- 了解北京和北京费尔蒙周围的附近区域，保持相关的信息库。
- Maintain exceptional contacts throughout the city and other tourist destinations, to facilitate the ease of arranging last minute requests for guests.
- 与城市和其他旅游目的地保持特别联系，以便帮助安排客户的最终需求。
- Maintain relationship with various external service providers, auditing their services regularly to ensure all guests receive a 5 star Fairmont experience even when dealing with a 3rd party.
- 保持与各种外部服务提供商的关系，定期审核他们的服务，确保所有客人即使在与第三方接触时也能体验到五星级费尔蒙服务。
- Regular communication with the Night Manager regarding the supervision of the Night Concierge staff, identifying and dealing with any issues that may arise
- 定期与夜班经理沟通，监督夜班礼宾员的工作，确定并处理可能出现的问题。
- Ensure that no suspicious packages are accepted
- 确保不接受可疑包裹。
- Ensure that all Concierge staff are correctly dressed and groomed for work
- 确保所有礼宾员工穿着得体、整洁。
- Ensure the efficient and prompt handling and delivery of all messages, facsimiles and parcels throughout the Hotel
- 确保及时有效地处理和传送酒店的各种信息、传真和包裹。
- Be familiar with courier companies and their charges
- 熟悉速递公司的业务和收费
- Be aware of the daily schedule and activity of the Hotel's drivers
- 了解酒店车队司机的日常时间表和活动。
- Be familiar with all daily events and functions occurring within the Hotel and to effectively communicate this information to all staff on duty
- 熟悉酒店的所有日常事件和活动，有效地把这些信息传达给所有当班员工。
- Ensure that the Concierge desk, Hotel entrance and Lobby kept clean and tidy at all times
- 确保礼宾台、酒店入口和大厅始终保持干净整洁。
- Aware of VIP visitors and long-standing guests, offering them a polite and courteous personal service
- 了解VIP客人和长期停留的客人，提供彬彬有礼和周到的私人服务。
- Establish and maintain an effective communication system with Reception, Front Office Management and Airport Services with regard to VIP arrivals and departures
- 与接待处、前厅经理和机场服务就VIP的抵达和离去建立和保持有效的沟通体系。
- Responsible for the maintenance of all Concierge equipment
- 负责维护所有礼宾设备。
- Regularly conduct departmental meetings, encouraging two-way communication when doing so
- 定期召开部门会议，鼓励双向沟通。
- Maintain amicable and co-operative working relations with other departments, especially Reception
- 保持与其他部门尤其是接待处的融洽、合作的工作关系。
- Comply with all Health and Safety legislation, using working practices that are safe and sensible to your colleagues and to yourself.
- 采用对同事和自己都安全、合理的工作习惯，遵守一切健康和安全立法。
- Attend any courses Management may deem beneficial.
- 参加管理层认为有益的课程。


- QUALIFICATIONS:资格
- A minimum of 3 years, Hotel Concierge management experience
- 至少三年的酒店礼宾管理经验
- Previous experience in a managerial capacity
- 以前具有管理经验。
- Fluent in English & Mandarin (verbal & written), with knowledge of third language an asset
- 英语、汉语流利（口语和书面），拥有第三种语言优先。
- Proven ability to guide and coach team members
- 具有指导和培训团队成员的能力。
- Recognized commitment to Guest Service and exceeding guest expectations
- 认可的致力于宾客服务，超出客人的期望。
- Proven ability to balance complimentary objectives, guest service, colleague satisfaction and profitability
- 具有平衡各种互补目标、宾客服务、同事满意度和盈利性的能力。
- Excellent leadership, written/verbal communication and interpersonal skills
- 优秀的领导、书面/口头沟通和人际技能。
- Self-motivation and organizational skills with the initiative and ability to complete projects in a timely manner and proven ability to work under pressure
- 自我激励、组织能力、主动性和及时完成项目的能力、具有在压力下工作的能力。
- An operational knowledge and proficiency in Front Office Systems-Micros-Fidelio and Microsoft Office suite (Word, Excel, PowerPoint)
- 操作知识和精通前厅办公系统——Micros——Fidelio和微软办公软件（Word、Excel、PowerPoint）。
- Degree or Diploma in Hospitality Management is an asset
- 拥有酒店管理学历或文凭。
- A working knowledge of a second language and its application in the hotel and hospitality operation is an asset
- 拥有第二种语言的工作知识和在酒店和酒店经营中的运用经历。
- Active member of Golden Key is an asset。
- 金钥匙会员优先。