礼宾部经理 Chief Concierge
- 江苏省南京市
- 长期
- 全职
- Leads and motivates team members by leading by example and employing competent and consistent management practices.
- Actively takes part in training the team, facilitating formal training sessions and on the job training to ensure that all team members are of the same standard. Also attends training where and when required
- Conducts PDR's, 1:1 meetings throughout the year, ensuring that the feedback given to team members is fair, unbiased and provides a platform for continued improvement, according to the Hilton standards.
- Is involved with succession planning and development of high potential team members to ensure that all team members are trained to progress to the next level of their career.
- Contributes to the hotel and team by sharing new ideas and suggestions for improvements, being innovative and creative to provide quality service and customer care to team members and guests.
- Responsible for the smooth induction and facilitation of training for new team members, ensuring that they are trained to the minimum level standard and that they can competently complete their job and that they know what is expected of them.
- Takes an active role in the front desk and concierge team, ensuring effective communication and working as a team in order to reach goals and targets.
- Creating a warm and welcoming arrival for guests, ensuring that they feel expected and immediately “at-home” when they arrive.
- Ensures that the concierge team escorts guests to their room that the hotel facilities and room features are explained, and that luggage is delivered in a prompt manner.
- Handles complaints promptly and efficiently, taking the necessary action, and informing the Duty Manager or Guest Relations Manager for follow up, where appropriate. Follows up with all guests to ensure satisfaction with problem resolution.
- Maintains awareness of guest's profile and specific preferences, ensuring that they are acted upon for each reservation.
- Ensures that VIP guests are treated personally and recognized as an individual.
- Promotes Honours and its associated benefits to guests who are not already enrolled in the program. Ensures that existing Honours members receive personal and professional service that recognizes them as important guests and that their benefits are received.
- Ensures that the concierge team facilitate a prompt departure for all guests by ensuring that their luggage is brought from their rooms promptly when requested, or offered assistance when in the lobby. Also to ensure that all guests are offered to make arrangements for transportation and that they are invited back and farewelled.
- Manages the storage and organization of guests luggage in a safe and secure, organized and systemized way.
- Ensures that the concierge team maintains the lobby appearance is neat and tidy, and that public areas are called when necessary. Responsible for ensuring that hotel material and information is stocked and available for guests.
- Has knowledge of the hotels facilities and services as well as basic knowledge of Hilton International, MEAP & other properties in China.
- Is up to date with information and has detailed knowledge of facilities, attractions, places of interest, sights and activities in and around hotel. Imparts this knowledge to other team members.
- Monitors the sale of postage stamps, telephone cards and other items and maintains a cash float.
- Ensures that the concierge team correctly carries out ticket reconfirmation, safari bookings and makes guest reservations when required.
- Ensures that the concierge team correctly handles and delivers messages, receives and distributes packages, and the daily post and correspondence of both guests and the hotel
- Inputs information in to Fidelio regarding guests, ensuring accuracy and that all details are completed and that the information can be clearly understood by other team members.
- Passes on information effectively, ensuring that all necessary details are communicated to the intended person and that any pending action is completed and guest satisfaction confirmed. Attends daily briefings, shift handovers, meetings and reads the log book on a daily basis.
- Manages and maintains the Concierge Desk stock and that it is not wasted, maintaining costs where able.
1. College degree or above, more than 4 years working experience in international brand hotels, including more than 1 year working experience as concierge,and has obtained the Golden Key
大专及以上学历,有国际品牌酒店4年以上工作经验,其中担任礼宾部负责人1年以上工作经验,且已取得的金钥匙。
2. Demonstrated excellent People Management, Communication skill, selection and counselling skill。
优秀的人员管理、沟通、甄选和协调能力。
3. Good at English, especially oral and written English.
良好的英语口语和书写能力。
4. Demonstrated strong leadership skill.
较强的领导技能
5. Thorough organization and supervisory skills proficient in accomplishing the task.
最佳东方