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Operational
营运管理
Assists the Assistant Manager in efficiently managing the Concierge Department according to established concept statement providing courteous, professional, efficient and flexible service at all times.
协助大堂副理确保礼宾部按照既定的理念顺畅运作,并始终提供礼貌、专业、快捷、灵活的服务。
Handles guest enquiries in a courteous and efficient manner and reports guest complaints or problems to Assistant Manager - Concierge if no immediate solution can be found.
以礼貌、高效的方式处理客人的要求,遇到投诉或问题,如果不能马上找到解决办法,则进行汇报。
Establishes a rapport with guests, maintaining good customer relationship.
与客人建立并保持良好的关系。
Ensures cleanliness and maintenance of the Concierge counter, equipment and storage.
确保礼宾部的柜台、设施及储藏室的干净及妥善保养。
Personally and frequently verifies that guests, employees and members of the public utilising the Concierge services are receiving service in line with Hyatt International standards.
经常亲自检查,以确保使用礼宾部服务的客人、员工及公共区人员得到符合国际凯悦标准的服务。
Ensures that all guests’ messages, mail and fax are handled and distributed properly
确保正确处理所有客人的留言、邮件、传真及包裹。
Exemplifies and instils upon the employees the ownership and a sales attitude to maintain awareness of all sales opportunities within the Hotel.
强化员工的归属感及营销员的态度并作出表率,以使员工抓住酒店内的一切销售机会。
Ensures operating equipment is maintained in good working order and to report maintenance requirements.
确保所有运营设备状态完好并在需要时提出维修要求。
General
总则
Ensures services provided by Concierge are always available and are always carried out to define Standards with the utmost efficiency, consistency and courtesy as detailed in the Departmental Operations Manual.
确保礼宾部随时提供所需的服务,并按照部门营运手册的要求提供快捷、持续、礼貌且符合标准的服务。
Attends and contributes to all Meetings as required.
按要求出席所有会议并作出贡献。.
Ensures all employees provide courteous and professional service at all times.
确保所有员工始终提供礼貌而专业的服务。
Handles guest and employee enquiries in a courteous and efficient manner, reporting complaints or problems if no immediate solution can be found.
礼貌且高效地处理客人及员工的要求,遇到投诉或问题,如不能马上找到解决办法,要向上级报告。
Is knowledgeable in statutory legislation in employee and industrial relations, understanding and strictly adhering to Rules & Regulations established in the Employee Handbook and the Hotel’s policies concerning fire, hygiene and health & safety.
了解关于员工及行业关系的法律、法规,理解并严格遵守员工手册中的规章制度,及酒店关于防火、卫生、健康和安全的制度。
Is actively involved in the welfare, safety, development and well-being of employees providing advice, counselling and truthful, diplomatic feedback.
积极参与员工福利、安全、发展及健康的活动并给予建议、咨询及真实、恰当的反馈。
Ensures high standards of personal presentation & grooming.
确保高标准的员工形象和仪表。
Maintains positive guest and colleague interactions with good working relationships.
与客人和同事保持基于良好工作关系的接触。
Exercises responsible management and behaviour at all times and positively representing the Hotel Management Team and Hyatt International.
在任何时间表现负责的管理和行为,并以积极的形象代表酒店管理团队和国际凯悦。
Schedules and ensures employees attend all Core training and related skills training.
安排并确保所有员工参加核心培训及有关技能培训。
Has a sound updated knowledge of the local environment such as restaurants, shopping areas and entertainment centres within the city.
对当地环境具有扎实及最新的了解,如城市的餐厅、购物区和娱乐场所。
Assists in maintaining a high level of safety and security for guests and hotel property.
协助保持客人及酒店财产的安全。
Fully conversant with all activities within the Hotel, Food and Beverage functions, restaurants, meeting rooms, and emergency telephone numbers and facilities.
全面了解酒店的活动、餐饮服务、餐厅、会议室、紧急电话号码及其它设施。
Responds to requests to undertake any reasonable tasks and secondary duties and to changes as dictated by the Hotel, industry and company.
根据酒店、行业和公司的指引,回应需求、改变,执行任何合理的任务及额外职责。