Marriott 职业

Concierge 礼宾员

郑州, 中国
客房和宾客服务运营


职位描述

职位发布 Jul 27, 2017
职位编号 17001GLZ
工作类别 客房和宾客服务运营
地点 郑州绿地JW万豪酒店, 郑州, 河南 在地图中查看
品牌 Marriott Hotels Resorts /JW Marriott
编制 全职
职位类型 非管理人员/小时工

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MAJOR FUNCTION 主要职能:

1.      Ensures deliver the brand promise and provide exceptional guest service at all times.

确保遵循品牌承诺并始终提供优异的对客服务。

 

2.      Ensure that the Concierge activities are aligned with the respective Corporate Strategy, and that the Hotel Actions have been implemented where appropriate.

确保礼宾部的运行符合酒店的相关策略,执行酒店的行为指南。

 

3.      Provides excellent service to all customers as appropriate.

适时的为所有的客人提供优质的服务。

 

 

MAJOR RESPONSIBILIES 主要责任:

1.      Updates all information on restaurants, hotel facilities, emergency telephone numbers, places of interest and other miscellaneous information periodically.

定期更新餐厅、酒店设施、紧急电话号码、名胜古迹和其他的信息。

 

2.      Be familiar with the hotel product, services and policies.

熟悉掌握酒店的产品知识、服务标准及酒店政策。

 

3.      Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, feedback guests’ complaint to Concierge or Guest Service Manager immediately.

礼貌并有效地处理客人和员工的投诉或询问,将客人投诉立即汇报至礼宾主管或宾客服务经理。

 

4.      Maintains positive guest and colleague interactions with good working relationships.

保持与顾客和同事之间良好的合作关系。

 

5.      Ensures that guest history records are accurately maintained.

确保客人信息的历史记录得到精确的维护。

 

6.      Ensures that all hotel, company and local rules, policies and regulations relating to financial record keeping, money handling and licensing are adhered to, including the timely and accurate reporting of financial information.

确保留存所有与酒店、公司、地方法规相关的财务记录;遵循财务记账,资金处理的规定;及时准确的汇报财务信息。

 

7.      Ensures that all company minimum brand standards have been implemented, and that optional brand standards have been implemented where appropriate.

确保服务符合品牌标准的基本要求,适时提供更多可供选择的品牌服务。

 

8.      Responds to the results of the Consumer Audit and ensures that the relevant changes are implemented.

负责整理顾客意见调查结果,确保贯彻执行所有改进措施。

 

9.      Ensures all guests' messages, mail, faxes and parcels are handled and distributed promptly.

确保全部的顾客留言,信件,传真和包裹的正确迅速地分类及分发。

 

10.    Ensures that all guest requests and requirements are attended to promptly and handled in the correct manner. Runs errand for guest as and when required.

确保所有顾客需求和要求得到及时关注并以正确的方式处理,按照客人要求提供取送服务。

 

11.    Ensures guest comments are channelled to Concierge for follow up.

确保将所有客人意见转达给礼宾主管,以便继续跟进。

 

12.    Ensures speedy, accurate and efficient telephone and message service at all times.

始终确保迅速、准确和高效的电话和留言服务。

 

13.    Ensures accurate information of special events and promotions inside and outside of the hotel.

确保店内店外特殊会议和促销活动的信息准确。

 

14.    Handles parcel wrapping for guests.

负责为客人提供打包服务。

 

15.    Works closely with other Concierge personnel in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.

以协助和灵活的态度与其他礼宾部同事密切合作,关注酒店的整体成功和客人的满意度。

 

16.    Supports and embraces the spirit of “We work through Teams”.

坚持发扬“群策群力”的精神。

 

17.    Ensures accurate knowledge of hotels, restaurants and the tourism in Zhengzhou.

确保熟知郑州酒店、餐厅及其他旅游信息。

 

18.    Ensures high standards of personal presentation and grooming.

确保保持高标准的个人形象和仪容仪表。

 

19.    Exercises responsible behaviour at all times and positively representing the hotel.

始终对个人行为负责,并且积极展现酒店的形象。

 

20.    Reads the hotel's Employee Handbook and have an understanding of and adhere to the hotel's rules and regulations and in particular, the policies and procedures relating to fire, hygiene, health and safety.

了解酒店的员工手册内容,严格执行酒店的规章制度,尤其是有关消防,卫生,健康,与安全的政策和程序。

 

21.    Attends training sessions and meetings as and when required.

参加必要的培训和例会。

 

22.    Carries out any other reasonable duties and responsibilities as assigned.

完成其他合理分配的职责和任务。

 


JOB SPECIFICATION 职位要求:

Profile of Competency

工作能力:

l  Customer Service Oriented

       服务宾客

l  Efficiency

       有效快捷的

l  Desirable Communication Skill

       良好的沟通技巧

l  Organizer

       组织能力

l  Team Player

       团队合作能力

Language 语言能力:

l  Fluent in Chinese and basic English  流利的中文及基本英文

Education 教育:

l  Preferably College and Above  大专及以上优先

Job License:

资格 / 登记证:

l  Preferably relative area work experience.

有相关部门工作经验优先。

 

NOTICE 注意 :

 

The hotel business functions seven days a week, 24 hours a day. All associates must realize this fact and be aware that at all times it may be necessary to move associates from their accustomed shift as business demands. 同事须知道酒店每周七天、每天二十四小时运转的行业。因应工作需要,上班的班次会随时相应调动。

 

Management reserves the right to make changes to this job description at its sole discretion and without advance notice. 管理层保留在没有提前通知的情况下对工作描述变更的权利。