• 五险一金
• 带薪年假
• 技能培训
• 岗位晋升
• 包吃包住
• 节日礼物
• 人性化管理
• 管理规范
• 员工优惠价
• 员工生日礼物

Main Duties /主要职责：
1. To have complete knowledge of the operational systems at Front Office.
全面掌握前厅部操作系统专业知识。
2. To have complete knowledge of Libre Resorts  standard operating policies and procedures for the Concierge Department.
全面掌握丽朗度假村礼宾部标准操作政策和程序方面的知识。
3. To have complete knowledge of Libre Resorts  Program e.g. Golden Circle.
全面掌握丽朗度假村会员活动知识。例如贵宾金环会。
4. Supervises the Concierge operation and work flow to maximize guests satisfaction.
管理礼宾部的运作和工作流程，使宾客满意度最大化。
5. Identifies staff training requirements and service improvements areas.
识别员工的培训需求和服务中需要提高的区域。
6. Supervises and guides all staff to ensure that Resorts policies and procedures are adhered to. 
管理和引导员工并且确保度假村政策和程序的执行。
7. Highlight areas of improvement in the service aspects  in daily and monthly meetings and obtain feedback.
获得客人的意见，在每日和每月会议并指出服务中需要提高的区域。
8. Creates a positive and highly motivated working environment that promotes and develops teamwork. 
创造积极和谐的工作环境以促进和发展团队精神。
9. Utilizes and develops communication tools and channels for the dissemination of information and work flow in the section.
利用和发展沟通交流的工具和途径， 为部门进行很好的工作信息和流程的传递。
10. Ensures guest preferences are collected and action upon in order to delight our guests.
确保宾客喜好表的收集和行动实施以便在对客服务中使我们的宾客喜出望外。
11. Drives customer delight and retention by being a role model in delighting guest in every single interaction.
推动喜出望外的宾客忠实感必须在每一次的对客服务接触中成为令宾客喜出望外的模范。
12. Actively obtains feedback from guests and inform the relevant departments the actions taken to rectify the feedback and to ensure guests’ satisfaction. 
积极地获得客人的反馈意见并且通知相关部门改善客人的反馈意见， 确保客人的满意度。
13. Establishes relationships with guests to delight and gain loyalty.
建立良好的宾客关系赢得客人的忠实感。
14. Actively obtains feedback from guests to improve services and facilities.
积极地赢得客人的反馈意见，提高服务和设施。
15. Enforces all quality standards and procedures from VIP guests, pre-arrival, to their arrival, during their stay till their departure.
加强质量标准和VIP客人，预先抵达， 抵达， 入住至离店的程序。
16. Ensures FIT’s arriving and departing by limousine are met and greeted and are given a smooth and seamless check-in and check-out.
凡是订车的散客到达和离店必须要迎接和欢送， 保证客人的顺利入住和离店。
17. Develops and instill the philosophy amongst staff to exceed guests needs at every point of contact.
发展丽朗度假村理念， 在每一次对客服务中超出客人的期望值。
18. Checks the log book to ensure the quick and correct handling of guest requests.
抽查记录本，确保快速准确地解决客人的需求。
19. Analyzes and solves any recurring problems that arise.
分析和解决多发问题。
20. Ensures staff are trained to understand and complete all common requests.
确保员工的培训，理解并执行对客的要求。
21. Notes, collects and actions on any guest’ preferences.
记录、收集宾客的喜好并予以落实。
22. Practices visible management,  including daily interaction and courtesy calls with guests.
实现可视管理包括每日与客人沟通和礼仪电话。
23. Ensures that all guest complaints are handled efficiently and politely.
确保及时有效而得体地处理宾客投诉。
24. Analyzes cause for complaint and take action to minimize any reoccurrence.
分析投诉原因，采取行动避免再次发生。
25. Update guest history remarks(Qianlima system) for any guest complaint or comments to make sure delighted service presentation upon next arrival.
将客人的投诉、意见记录在其个人档案内（千里马系统），以便其日后再次入住时，得到喜出望外的服务。
26. Offers all possible assistance to guests at all times.
随时随地为客人提供帮助。
27. Assist Service Manager in maximizing revenue in Front Office Department.
在前厅部协助服务经理，扩大前厅收益。
28. Monitor efficiency levels in Concierge.
监督礼宾部的效率水平。
29. Ensures Service Associate staffing deployment is appropriate for business volume.
确保按开房率合理分配员工。
30. Ensures all employees are performing the assigned tasks with adhering to the standards.
确保所有员工按标准完成所分配的任务。
31. Monitors wastage and energy consumption throughout the Concierge Department.
监督全礼宾部的物资和能源消耗。
32. Ensures all employees are practicing recycle wastage at all time.
确保所有员工始终对物资循环再利用。
33. Contribute suggestions concerning environmental issues.
对环保事宜提出建议。
34. Maximizes every opportunity to increase revenue by selling the in-house facilities and inter Resorts sales.
通过促销度假村内部的设施，扩大增加收入的机会。
35. Constantly reviews the current procedures and practices to ensure they are simple for staff and guests. 
经常地回顾当前程序和操作以确保对员工和客人都是简单易行的。
36. Establishes standards and conducts spot checks of internal controls and ensures compliance.
建立标准并且对内部控制进行抽查，以确保其符合标准。
37. Ensures proper records are kept for all guests deliveries.
保存所有客人物品递送的记录。
38. Handles guests request/enquires in a professional and helpful manner.
专业热情地处理客人的需求。
39. Maintains updates and relevant information to handle guests enquires.
对于客人的询问， 给予最更新的相关信息。
40. Ensures all guests requests are handled quickly and efficiently.
确保所有客人的需求得到快速而有效的处理。
41. Maintains all quality standards and procedures from guest pre-arrival, to guest arrival, to guest in-house stay to guest departure.
对于客人预计抵达，抵达， 入住和离店， 维持质量标准和程序。
42. Assists guests in airline reservation / confirmation, handling of messages, transportation arrangements, city tours, restaurant reservations.
协助客人做机票预定，确认， 留言处理， 安排车辆，市内旅游和餐厅预定。
43. Is responsible for receipt, storage and shipment of luggage and packages for guest.
负责为客人收取，寄存，邮寄和包装行李。
44. Arranges for outside errands for guests such as pick-up/delivery of packages and passport formalities.
为客人办理相关适宜。例如接收和递送包裹， 办理护照手续。
45. Arranges transportation for guests arrivals and departures.
为客人的到达和离店安排车子。
46. Ensure driveway orderliness and manages the flow of traffic in the driveway.
确保车道的整洁，井然有序和管理车道的流程。
47. Ensures that all equipment is properly cleaned and maintained.
确保所有设备的清洁和维护保养。
48. Assists in carrying out training programs for the department.
协助部门执行培训计划。
49. Assists and supports Divisional Trainer.
协助并支持部门的培训员。
50. Identifies and implements training based on departmental needs.
根据部门要求确认并履行培训。
51. Up front, hands-on, visible leadership.
超前，实际，可行的领导能力。
52. Provides positive feedback and reinforcement.
提供积极的反馈和援助。
53. Encourages and develops teamwork.
鼓励和发展团队合作。
54. Seeks out employee concerns and offers assistance.
寻找员工的需求并提供帮助。
55. Logs specific incidents and takes immediate action.
记录特定事件并及时采取措施。
56. Implements case study for reference.
履行案例分析以作参考。
57. Maintains a detailed record of all incidents (guest or employee) all finding and other relevant items to the events in the Logbook. Where discretion is required, reports directly to Service Manager.
确保发生的所有事件（客人或员工）和其他相关事件详细的记录在交接本上，如有需要，直接向服务经理报告。
58. Ensures that she is aware of all events during the previous shift by going through the errand Logbook upon arrival.
交接班的时候通过查看值班经理发出的工作日志以确保对所有事件的了解。
59. Attends meetings as required by the Front Office Manager.
按规定参加前厅部经理组织的会议。
60. Ensures there is a healthy and strong communication link between the various Front Office Department and other department.
确保前厅各部门之间以及建立与其他部门之间良好的沟通。
61. Ensures briefings and shift hand-over are carried out in a professional and regular manner.
确保简会和交接班要简明扼要及专业。
62. Develops strong communication channels among team members
在团队成员中发展强大的交流渠道。
63. Ensures integrity and confidentiality of information at all times
每时每刻确保信息的完整性和保密性。
64. Monitors performance standards, reporting issues / concerns as needed.
监督服务标准，必要时须向上级汇报。
65. Models the Vision, value and behavioral standard set forth by the Management.
以管理层设定的要求树立榜样。
66. Should present himself as a Senior representative of managers in handling of all guest request and complaint concerning services affecting the Resorts operations.
需要代表度假村管理层解决客人需要及处理涉及服务以至影响度假村运作的投诉。
67. Involves the team in decision-making processes.
参与团队决策程序。
68. Supports and encourages empowerment.
支持和鼓励授权。
69. Provides directions aligned with Resorts as well as departmental objectives.
根据度假村及部门目标提供指导
70. Assists all departments to facilitate high level of standards.
协助所有部门推动高水平的标准。
71. Takes appropriate action to correct any deficiency.
对任何不足采取适当的措施。
72. Encourages employees for innovation.
鼓励员工创新。
73. Ensures each innovation provides “value” to customers, Resorts, and owners.
保证每项创新可以为客人，度假村和业主提供价值。
74. Supports and implements new ideas.
支持并履行新的想法。
75. Practices the Guiding Principles.
实施指导原则。
76. Communicates values to team on a regular basis. 
在常规基础上与团队交流价值观。
77. Utilizes every interaction with team as an opportunity to coach and improve performance.
利用每一个与团队接触的机会来指导和改进表现。
78. Effectively listens to and assists staff with problems.
有效地聆听和帮助员工的一些问题。
79. Breaks down barriers that prohibit communication and accessibility to management.
打破一切阻碍交流和管理的障碍。
80. Utilizes Discussion planners during employee discussions.
在员工讨论中实施讨论策划者这一程序。
81. Displays a positive and passionate attitude towards the accomplishment of department goals and achievements.
展示积极和热情的态度来完成部门的目标。
82. Takes quick and decisive action to eliminate potential motivation hazard.
采取迅速有效的行动以消除潜在的不必要的冒险行为。
83. Encourages open communication channels amongst the team.
在团队中鼓励畅通的交流渠道。
84. Earns a level of trust and respect throughout the organization through hard work and dedication.
通过努力的工作和贡献来赢得一定的信任和尊重。
85. Be a mentor for as many employees as possible.
尽可能成为员工的良师益友。
86. Takes every opportunity to recognize and reward staff for service excellence.
利用一切机会来表彰和奖励服务出色的员工。
87. Praise publicly.
公开的表扬。
88. Encourages use of customer delight form.
鼓励使用“令客人喜出望外”的形式。
89. Constantly monitors cleanliness standards throughout Resorts and ensures employees complying with grooming standards.
定时监督实施度假村的卫生标准的并确保员工遵守仪容标准。
90. Prepares Duty Roster.
准备排班表。
91. Conduct orientation and induction of new employee.
安排新员工的入职培训及介绍。
92. Monitors employee leave and off days.
安排员工的休假和休息时间。
93. Conducts daily briefing.
主持每日的晨会。
94. Attendance in departmental morning briefing, and other meeting where necessary.
参加每日晨会以及其他重要会议。
95. Reviews important statistics and share information with other team members.
回顾重要的数据并与部门同事分享。
96. Perform any other duties as assigned by the Management team of the Resorts.
执行由度假村的管理层指派的其他任务。
97. Prints shift reports.
打印班次报表。
98. Follows up on Trace Report.
打印跟进适宜报表。
99. Ensures everyone takes ownership of Resorts equipment’s and timely reporting of malfunction or maintenance deficiencies to appropriate area.
确保所有的人在维护度假村设备上都有主人翁精神，将设备的故障或需要维修的地方及时报告给相关部门。
100. Oversees maintenance and handling of equipment used and reporting malfunction or maintenance deficiencies to appropriate area.
监控设备的使用和维修并向相关部门汇报故障和所需维修的地方。
101. Adheres to the procedures set for attendance and time keeping.
坚持考勤程序的执行。
102. Adheres to the provision outlined in the Employee’s Handbook, Disciplinary Code and Rules and Regulations.
坚持贯彻员工手册，奖惩措施，规则章程中的规定。
103. Reduces waste supplies and materials by re-using or selling.
通过废物再利用和卖旧货减少物资浪费。
104. Recycles, whenever possible.
尽一切可能地循环再用。
105. Conserves water and energy by adhering to environmental / energy conservation.
通过遵守环境 / 保护条例来节水，节能。
106. Ensure implement OHSAS18001.
坚持履行职业健康安全体系的标准
107. Demonstrate and practice the Guiding Principle according to the Libre Resorts  One Team One Way towards excellence.
根据丽朗度假村齐心协力，步调一致，力争卓越的企业文化来实践和体现我们的指导原则。
108. Facilitate training programs that deliver a high degree of awareness on customer safety and security.
为客人提供最高的安全保密，安排相关的培训。
109. Ensures that procedures set with regards to guest confidentiality are strictly adhered to.
确保能够完善严格保守客人秘密的机制。
110. Ensures all Service Associates are familiar with emergency procedures. In case of such situation, coordinates all actions with primary focus on life and second on property protection.
确保所有的员工熟知紧急事件处理程序。如果一旦发生紧急事件，所有部门通力合作，遵循生命第一，财物第二的原则。
111. Ensure Service Associate do not solicit for tips. Coordinates with Security in investigation of irregularities if required.
确保员工不向客人索要小费。如有需要，与保安部合作对一些违规事件进行调查。
112. Ensures that the environmental initiatives are adhered to in the workplace.
坚持环保优先的工作环境。
113. Observes departmental best practices.
观察部门最好最佳操作规程。
114. Finishing other work assigned by superior leader.
完成上级分配的其它工作。
Qualification: 任职要求
1. Presentable, communication skills, good health, articulate
良好的外貌，沟通良好，身体健康，语音清晰
2. Has a reasonable standard of oral and written English.
有一定的英语口语和书写能力
3. Completed at least 8 years of school.
完成至少8年的学业
4. At least 2-year experience in Concierge Operations. Concierge Service Leader Experience.
礼宾部主管工作经验。至少2年礼宾部工作经验
5. Able to interact, displays initiative, pleasant
善于交际，主动性，性格开朗
6. Knowledge of computer. Able to work flexible hours. Willing to work long hours.
电脑知识。能适应度假村的工作时间。能够适应长时间工作。

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