Job Summary
职位简述
To execute and coordinate the daily operations and duties of concierge services and other Guest Services areas as required by operations. and to assist and coordinate the daily Bell services activities primarily tasked in providing the hotel guests / patrons the efficient Bell service, to ensure the luggage being delivered collected, stored accurately and promptly on time. Attends to guest
inquiries, preferences and requests with the best interest of the resort and the guest in mind at all times. Provides updated and accurate information in assisting guests with their requests, inquiries on resort activities, restaurants, spa, sales promotions and excursions. Meanwhile, should be more proactive in practicing the salesmanship to promote the hotel products at any guest contact, for example, when rooming the guest. The bellman also does act as a Doorman and assists at the Front Doors in opening the doors and controlling the traffic at the porte cochere.
按照运作要求来执行和协调礼宾和行李服务的日常运作。协调日常的行李服务工作，主要负责为酒店客人顾客提供高效的服务，确保行李及时准确地存储。随时关注客人的询问、喜好和要求，并尽可能地考虑到度假村和客人的利益。提供最新和最准确的信息，协助客人提出要求，询问度假活动，餐馆，水疗中心，促销活动和旅行与此同时，在任何客人接触时，应更积极主动地推销酒店产品，例如，当客人入住时。行李员还充当门卫，协助前门开门，并指挥车道的交通。
Key Duties and Responsibilities
主要义务和职责
Attends to duty timely, wearing the correct uniform, name badge and well-groomed in compliance to the resort grooming policy.
准时上班，穿着正确的制服、名牌、整洁，符合酒店仪容仪表标准。
Attends daily briefing 15 minutes prior to the beginning of each shift.
参加每日班前例会。
Adheres to all Resort rules and regulations as per Service Standard Policies and Procedures, and follow all communications discussed in daily shift briefing.
坚持所有度假规定按服务标准的政策和程序，并在班前会和同事沟通要跟进的事项。
Must be fully aware of the Resort emergency procedures.
充分了解度假村的应急程序。
Communicates guest requirements to colleagues and other relevant departments with an understanding that guests are always number one priority in terms of service.
明白客人的需求，第一时间通知相关的部门和同事跟进。
Ensures all guests are attended to in a welcoming and timely manner.
确保及时欢迎所有客人。
Acquires knowledge on resort services, activities, events and special promotions on a daily basis.
每日获取最新的度假村的服务项目，活动，和特殊的促销活动。
Knowledgeable of opening hours and services provided in all areas of the hotel and external including spa information, children facilities, restaurant cuisine, water park facilities, local attractions, events, restaurants, shopping centers, distances and opening hours of the respective venues.
了解度假村所有项目的开放时间和提供的服务项目，在酒店外包括SPA信息，所有地区的儿童设施，餐厅的美食，水上公园设施、当地景点、事件、餐厅、购物中心，距离和各场馆开放时间。
Knowledgeable of the concierge database, how to search information, print information and follow up on requested information as per resort standards.
按照度假村的标准熟悉礼宾部的数据库，如何搜索信息，打印信息和跟进客人的要求。
Attends training on respective tasks and duties in the case of health and safety, life, fire or other emergency procedures.
参加安全培训，火灾或其他急救程序。
Attends departmental training sessions as requested.
按照要求参加部门培训。
Works flexible working hours and schedules according to resort and departmental requirements.
按照酒店和部门的要求灵活安排上班时间。
Assist with other job-related tasks when requested.
协助其它工作相关的工作任务。
Ensures guest information is always kept confidential as per resort standards.
按照酒店的标准确保客人信息一直保密。
Liaises with respective departments of special guest or group needs and requirements to ensure guest satisfaction.
更好的联络各部门为特殊客户的需求和要求，以确保客户满意。
Excellent knowledge and understanding about the objectives and goals of the department.
卓越的知识和了解本部门的目标和目的。
Ensures full understanding on how to achieve and maintain Key Performance Indicators across the departments whether through revenue, mystery shopper audits or guest satisfaction surveys (e.g., LQA or JD Powers).
确保充分了解如何实现和维护部门的绩效指标通过收入、神秘顾客审核或客户满意度调查。
Be able to analyze information and evaluate results to choose best solutions and solve problems to guest satisfaction.
能够分析信息和评估结果来选择最佳的解决方案和解决问题的客人满意度。
Maintain harmonious working environment and professional relationship amongst colleagues within the department.
内部同事之间要保持和谐的工作环境。
To be up to date on the Departmental Revenue targets and be a team player towards achieving set goals.
作为成为团队的一员及时了解部门的收入目标，以实现既定目标。
To have an in-depth knowledge of hotel’s products to be able to maximize revenue by capturing all opportunities.
通过对酒店的产品有深入的了解，从而能够通过抓住所有的机会使收入最大化。
To bring to the immediate attention of the Manager for any guest complaints.
任何客人的投诉要及时告知经理。
Treat internal and external customer fairly to develop and maintain positive working relationship.
对内部和外部客户一样的对待，以发展和保持积极的工作关系。
Engaging with guests and encouraging feedback of the stay or areas of improvement to help achieve JD power and Mystery shopper targets.
和客人进行交流，鼓励他们的反馈，帮助他们达到神秘顾客的目标。
Ensure proper grooming standards and body language is adhered to at all times.
始终被遵守确保正确的仪容标准和身体语言。
Meeting and greeting guests upon arrival at the porte cochere
在酒店正门问好和欢迎客人.。
Handling in-coming and out-going guest luggage’s and storing it in the right shelves.
处理即将到来的客人行李，并将其储存在正确的架子上。
Ensure at all times before guest departure the right number of luggage’s are correctly put into the vehicle.
客人离开之前确保正确的行李放在车上。
Ensuring proper tagging of luggage is being done with all the details noted.
确保正确的行李标签已经完成了所有的记录。
Acknowledge guests by guest name as much as possible.
尽可能多地以客人的名字来称呼客人。
Ensure smooth traffic flow at the porte cochere at all times.
确保在任何时候都能保证车辆的畅通。
Ensure lobby presence and assistance to the Front Desk Agents.
确保前堂的工作人员到场协助。
Escorting guests to their rooms and do an In-Room Orientation.
尽可能多地以客人的名字来称呼客人。
Escorting guests to their rooms and do an In-Room Orientation.
确保送客人到他们的房间并介绍房间的设施。
Assist in booking hotel limousines or hotel shuttle bus or arranging taxis for the guests.
协助预订酒店豪华轿车或酒店机场穿梭巴士或为客人安排出租车。
Report and follow up on maintenance of any damaged or out for repair equipment’s in the department.
负责本部门的设备维修保养工作。
