行李员行李员

职位描述

• At all times well groomed, have a pleasant disposition, greet guests with the most hospitable attitude upon arrival at the hotel, and willing to offer assistance at all times

随时保持外表整洁及良好的站姿，在客人到达时，以最热情的态度迎接客人，并主动地为客人提供帮助。

• Maintain the entrance and main door area clean and tidy, free of obstacles and ensue that traffic through the driveway is controlled

保持主要入口的干净及整洁，确保进入酒店车道的顺畅。

• Obtain taxis for guests as required and coordinate with the driver in advance to avoid disputes

在需要时，为客人叫出租车，为避免乘客与出租车司机产生纠纷，应提前与出租车司机协调。

• Knowledgeable in assisting guests in requests for transport and other information

在需要时，为客人提供交通信息或其他信息。

• Welcome guests at the main entrance, offering the greeting appropriate to the time of day taking particular note of repeat guests and Priority Club members

在主要的门口迎接客人，特别关注当天到达的回头客和优悦会员。

• Has presence and alerts Security or Duty Manager whenever a suspicious looking person or troublemaker is present

在发现可疑人物或滋事者时，提醒安全部门或值班经理注意。

• Assist arriving and departing guests by opening and closing car and taxi doors

协助到达和离开的客人开、关车门。

• Guide the guest to the Front Desk and wait behind during the guest check-in.  Escort the guests to the room accordingly after check in

引导客人到前台，在客人登记时，站在客人后面等待，在客人办理完手续后陪同客人到房间。

• Be familiar with the layout of the hotel and memorize the preferred route for escorting guests

熟悉酒店布局，陪同客人到达酒店的各个场所。

• Room the guest in accordance with hotel standards

按照酒店标准，引导客人到房间。

• Be familiar with the lift workings and emergency stairs

熟悉电梯的运作及酒店紧急通道。

• Provide information to guests about the hotel facilities and services

为客人提供有关酒店设施及服务的信息。

• Learn and utilize names of guests, especially repeat and long staying guests and routinely greet guests as they pass through the lobby, remaining alert to situations where he can be of assistance to guests

熟记并使用客人的名字，特别是回头客、长期的住店客人及定期的住店客人的名字，在客人通过大堂时，主动询问客人是否需要帮助。

• Keep Trolleys clean all the time and every night shift needs to clean all Trolleys

随时保持行李推车的清洁，每个夜班都要擦拭所有行李推车

• Keep the baggage room clean and in order before going off duty on each shift

在值班期间，保持行李房干净及整洁。

• Prepare and send the newspaper to guest rooms as remark in the system

准备报纸的发送，按照系统记录的要求把报纸送到客人房间。

• Use the Duty Log to document matters of importance

用交班日志记录重要事情。

• Arrange transport and coordinate luggage

安排交通并协助客人提行李。

• Drive the hotel shuttle to pickup the guest in hotel area

驾驶酒店穿梭车接送客人往返各酒店区域。

• To maintain the buggy in the regular status, pay attention to the usage of batteries and charge timely. Ensure the normal operation of the buggy. Charge and clean the buggy during night shift. If there is any abnormality of the buggy, report to the Supervisor and Assistant Concierge Manager immediately for repair

维护酒店穿梭车辆，留意电池的使用情况，确保车辆能正常运作，夜班需要进行充电和清洁工作，如有发现车辆异常需要马上报告给主管和经理进行维修。

• Assist guest purchase items. Be aware can only purchase the medicine after sign the authorization form 

可以帮助客人购买东西。只可以在签订授权书后才能帮助购买普通药品。

• Provide escort guest outside under requested

在客人的要求下可陪同客人外出。

• Assist guests with all inquiries, both hotel and non-hotel related

回答客人有关酒店及非酒店的询问。

• Conduct effective shift briefings to ensure hotel activities and operational requirements are known

有效制作交班简报，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、宣传资料的供给。

• Consult Log Book for information/request left by outgoing shift

查看前一个班次在交班薄里留下的信息。

• Manage all incoming guest mail, messages, 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。

• Make sure the Master key usage is in the right way and ensuring key issue policy is followed

按照酒店钥匙政策，确保万能钥匙的正确使用及安全。

• 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 letter, mail, parcel in appropriate file

存档记录好客人的信件、邮件、包裹。

• Perform other duties as maybe assigned by superiors

       完成上级布置的其他工作。

 

职位资格和技能：

Required Skills –

技能要求

• Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.

拥有在与他人交往时大多数时间所使用的沟通技能；完全代表酒店，品牌和公司与顾客，员工和第三方交往的能力

• Able to read and write in English

能够读写英语

 

Qualifications –

学历

• High School or Vocational Certificate in Hotel Administration, Hotel Management or equivalent

具有高中或酒店行政管理，酒店管理或相关的专业证书。

 

Experience –

经历

• 6 months experience in guest service or customer service, or an equivalent combination of education and experience. 

拥有6个月宾客服务工作经验，或与此相当的教育和相关工作经验结合的背景。