POSITION: 职位：    Concierge Supervisor    礼宾部主管       
POSITION DESCRIPTION:职位描述:
DIVISION:部门
Front Office 前厅部
DEPARTMENT职能部门
Concierge  礼宾部
NAME OF THE POSITION职位
Concierge  Supervisor  礼宾部主管
REPORTING TO直属上级
Chief  Concierge  礼宾部经理
RESPONSIBILITY OVER负责下属:
Airport Rep.  Bellman, Doorgilr, Bell Captain, 机场代表，行李员，门童，礼宾部领班
1. OBJECTIVE OF THE POSITION: 职位任务：
Responsible for providing accurate information concerning hotel facilities, venues and functions and handling guest inquiries. Supervises the issue of keys, mail, messages, telegrams and parcels to the guests. Promotes the desired work culture around the five core values of Trust, Integrity, Respect, One Team and Service of the Gran Melia Hotels Group and the brand ethos.
负责提供有关酒店设施，会议场所的准确信息，处理客人质询。监督客人钥匙、邮件、信息、电报、包裹的发送。围绕信任、廉政、尊重，团队和服务五项核心价值，增强员工的工作氛围，发扬新天哈瓦那团队合作精神。
2. MAIN RESPONSIBILITIES: 主要职责：
• Assist guests with all inquiries, both hotel and non-hotel related
回答客人有关酒店及非酒店的质疑。
• Conduct effective shift briefings to ensure hotel activities and operational requirements are known
有效制作值班简报，确保员工知晓酒店活动及操作要求。
• Maintain detailed knowledge of the activities of the day and alert to any potential problems
详细了解酒店日常活动，警惕潜在问题。
• Maintain detailed knowledge of key occurrences in your city/location including directions to key points of interests, restaurants, theaters, shopping, cinemas, sporting and recreational facilities, banks, consulates, transport systems and special events
详细了解酒店附近的各个地方，如：餐厅、剧院、购物中心、电影院、娱乐场所、银行、
领事馆、车站及其他特殊场所。
• Maintain adequate supplies of forms, brochures and ensure they are presented in line with hotel standards
按照酒店标准，确保表格、小册子的供给。
• Consult Log Book for information/request left by outgoing shift
查看前一个值班在记事薄里留下的信息。
• Manage all incoming guest mail, messages, telexes, facsimiles and special deliveries, in accordance with policy
按照酒店政策，处理送给客人的邮件、信息、传真、电报及其他特殊物品。
• Manage outgoing guest mail, courier services, postage of parcels and freighting as directed by guests
处理客人送出的邮件、包裹邮资及货物。
• Maintain order and security of guest keys and other selected keys kept in Front Office, ensuring key issue policy is followed
按照酒店钥匙政策，确保客人钥匙、前厅保存的其他钥匙的顺序及安全。
• Receive telephone calls and take messages for guests who are out, in accordance with hotel policy
按照酒店政策，在接到外出客人电话时，留言给客人。
• Record incoming registered mail, telegram, parcel, telex in appropriate file
存档记录好客人的挂号信、电报、包裹。
• Night staff check mail, message of expected guests against the system/computer and expected arrivals
夜班时，查看预期抵达客人的邮件、信息。
• Prepare efficient work schedule for Bell staff, arranging holidays and vacations, taking into consideration projected occupancy and forecasts and any large group movements, especially those with early or late arrivals and departures
        为行李部员工准备工作计划，安排假日及休息时间，考虑并预计大型活动安排，特别是早到或晚到及离店
        的客人安排。
∙ Works with Superior and Human Resource Manager to ensure the departmental performance of staff is productive. Duties include:
    与人力资源部经理合作，确保部门有足够的人员工作。
o Prepare induction programs for new employees and allocate sufficient time for their implementation
准备新员工招聘计划，为新员工能够顺利开始工作安排充分的时间。
                          Conduct on the job training in accordance with the departmental standards and procedures          and maintain a record of progress for each staff member.
按照部门标准及程序，组织员工工作培训，并对每位员工所获得的进步做出记录。
o Provide input for probation and formal performance appraisal discussions in line with company guidelines
    按照酒店政策，组织员工实习，并对员工的实习做出评价。
o Ensure new staff attend Corporate Orientation within first month of hire
    确保新员工在被雇佣的第一个月参加酒店培训。
o Coach, counsel and discipline staff in breach of hotel policies and departmental procedures, providing constructive feedback to enhance performance
训练、指导员工工作，为员工提供建设性的信息回馈。
∙ Demonstrate Awareness of OH&S policies and procedures and ensure all procedures are conducted safely and within OH&S guidelines and ensure your direct reports do the same
证明了解职业健康及安全责任政策及程序，确保安全操作所有的程序，并确保直接报告也是一样。
∙ Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures
了解职责相关内容，维护职业法，健康安全法。
∙ Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly
熟悉财产安全，急救，火灾、紧急事件发生时的补救措施，设备的安全操作。
∙ Initiate action to correct a hazardous situation and notify supervisors of potential dangers
实施行动对危险情况进行纠正，通报潜在的危险。
∙ Log security incidents and accidents in accordance with hotel requirements
按照酒店要求记录安全事件及意外事故。
3.  PROFILE: 履历:
EDUCATION AND TRAINING: 教育及培训：
College Degree or above
大学专科及以上学历
LANGUAGES: 语言：
Mandarin - Excellent level, written & spoken
English - Good level, written & spoken
Spanish - knowledge is not a must but will help embody & communication of Company culture.
中文 – 优秀，书写及会话
英语 – 良好，书写及会话
西班牙语 - 非必须但是有助于公司文化的体现和交流
SPECIFIC KNOWLEDGE: 特殊知识:
Computer Skills电脑技能
Letter Writing Skills信函写作技能
WORK EXPERIENCE IN OTHER COMPANIES (IN CASE OF EXTERNAL SELECTION): 在其他公司工作经历(外部招聘):
2 years in the hospitality industry in a similar position in a 5 star, deluxe hotel
2年5星级豪华酒店的相似工作经验
WORK EXPERIENCE IN SOL MELIA (IN  CASE OF INTERNAL PROMOTION):
Sol Melia集团工作经历（内部晋升）：
2 year in the same position in hotels of similar category and services.
2年相似类型和服务酒店的相同职位
4.  COMPETENCIES: 能力:
COMPETENCIES能力
LEVEL等级
OPEN MIND position职位开放性思维
2
ACHIEVEMENT ORIENTATED 注重成果
2
CUSTOMER SERVICE ORIENTATED 注重顾客服务
2
TEAM WORK 团队合作
2
RIGOUR Y ORGANIZATION严谨度极组织性
2
INITIATIVE 主动性
2
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I acknowledge that I have reviewed and understand the requirements and specifications of this job. I agree to carry out the duties and responsibilities noted on this Job Description.
我本人在此声明，我已收到、仔细阅读并理解我的岗位职责要求和细节情况。我本人承诺贯
彻执行“岗位职责”中所描述的所有工作和职责要求。
EMPLOYEE NAME :
员工姓名：
POSITION:
职位：
START DATE:
入职日期
SIGNATURE:
本人签字：

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