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Hyatt Concierge Team Leader in ZHUZHOU, China

Description:
_营运_ _Operational_


§ 协助礼宾部副理确保礼宾部按照既定的理念顺畅运作,并始终提供礼貌、专业、快捷、灵活的服务。

Assists the Assistant Manager in efficiently managing the Concierge Department according to established concept statement providing courteous, professional, efficient and flexible service at all times.

§ 礼貌而高效的处理客人和员工询问,对不能立即解决的投诉和问题进行汇报。

Handles guest enquiries in a courteous and efficient manner and reports guest complaints or problems to Assistant Manager - Concierge if no immediate solution can be found.

§ 与客人建立并保持良好的关系。

Establishes a rapport with guests, maintaining good customer relationship.

§ 确保礼宾部的柜台、设施及储藏室的卫生及妥善保养。

Ensures cleanliness and maintenance of the Concierge counter, equipment and storage.

§ 负责为所有客人提供友善、高效的服务。

Responsible for the provision of friendly and efficient service to all guests.

§ 经常亲自检查,以确保使用礼宾部服务的客人、员工及公众成员得到符合凯悦酒店集团标准的服务。

Personally and frequently verifies that guests, associates and members of the public utilising the Concierge services are receiving service in line with Hyatt Hotels Corporation standards.

§ 确保正确处理所有客人的留言、邮件、传真及包裹。

Ensures that all guests’ messages, mail and fax are handled and distributed properly.

§ 强化员工的主人翁精神及营销员的态度并做出表率,以使员工抓住酒店内的一切销售机会。

Exemplifies and instils upon the associates the ownership and a sales attitude to maintain awareness of all sales opportunities within the Hotel.

§ 确保所有运营设备的正常运行,并在需要时汇报维修需求。

Ensures operating equipment is maintained in good working order and to report maintenance requirements.

_交通运输___ _Transportation_

§ 协助礼宾部副理按照既定的理念进行有效的管理。

Assists the Assistant Manager – Concierge in efficiently managing the Transportation Department according to the established concept statement.

§ 确保车辆、设备和储藏室的整洁及妥善管理。

Ensures cleanliness and maintenance of the vehicles, equipment and storage room.

§ 确保高效的接、送服务。

Ensures efficient pick up and drop off service.

§ 协助维持酒店前车道交通顺畅。

Assists in maintaining smooth flow traffic at the Hotel’s front driveway.

§ 协调客人和其他营运部门对交通工具的需求。

Coordinates all transportation requirements for the guests and other operation departments whenever needed.

§ 进行每日班前例会,告知员工当天交通工具的需求、VIP客人的到达和离开、会议/宴会和一些需要特别注意的地方。

Conducts daily pre-shift briefing to associates on transport requirement, arrival and departure of VIP guests, functions / events and special attention that is needed.

§ 定期检查车辆并确保车辆始终整洁。

Conducts regular inspection on the vehicles to ensure cleanliness are being maintained at all times.

§ 确保所有车辆汽油的消耗都是有记录的并在特殊的时候,计算出里程数。

Ensures petrol consumption of all vehicles is accounted for and tally with the mileage during the particular period.

§ 确保所有驾照都在有效期内,并及时更新将要过期的驾照。

Ensures the driving license for all drivers are valid and renewed prior to the expiry date.

§ 确保所有上班司机的身体健康,如果司机身体不适,不管在任何情况下,都禁止开车。

Ensures all drivers on duty are in good health condition and drivers who are unfit for driving should be prevented from driving, in regardless of any business situation.

§ 保管交通工具使用日志。

Maintains the transports usage logbook.

§ 确保所有司机始终严格遵守所有交通规则及安全信号。

Ensures all drivers are strictly adheres to all traffic’s rules and regulation and all safety code.

§ 与当地的交警部或公路运输部建立并维持良好的关系。

Establishes and maintains good relationship with local authorities in particular the Traffic Police Department or Road Transports Department.

_行政___ _Administration_

§ 维护礼宾部日志。

Maintains the Concierge daily Log Book.

§ 及时提交所有客人/员工的事故报告。

Submits all guest / associate incident reports on a timely basis.

_薪资及生产力管理___ _Payroll & Productivity Management _

§ 通过在整个部门内建立灵活的员工编制,实施高效的薪资管理/资源分配。这将依据一个灵活的员工基数(全职员工及临时工)、多技能及多任务的原则。

Exercises efficient Payroll Management/ Resources allocation through the establishment of a flexible workforce throughout the Department. This will be based on the principles of a flexible associate base (Full Time & Part Time associates), multi-skilling and multi-tasking.

§ 指导下属确保生产力水平满足凯悦设计标准和凯悦酒店集团餐饮部营运手册的要求。

Directs subordinates to ensure productivity meets Hyatt Hotels Corporation Rooms Operations Manual requirements.

§ 关注改进生产力水平及在可接受的指引下谨慎管理用品/薪资,确保所有设备的优化部署和高效能。

Focuses attention on improving productivity levels and the need to prudently manage utility/ payroll costs within acceptable guidelines, ensuring optimum deployment and energy efficiency of all equipment.

§ 通过“灵活处理工作”(适当情况下)和简化工作流程,来回顾和不断探索所有员工的生产力水平改善。

Reviews and constantly seeks productivity level improvements of all associates through the process of “taking work out of the system” (when appropriate) and through streamlining of work process.

_员工管理___ _People Management_

§ 协助引导礼宾部员工在工作中遵循经营、财务及行政管理的理念,确保员工掌握多项技能并承担多项工作。

Assists with the development of Concierge associates to work following the operational, financial, administrative philosophies and ensuring associates are multi-skilled and perform multi tasks.

§ 通过参与管理,根据酒店制度和程序以及相关适用法律,对所有礼宾部员工进行紧密督导。

Through hands-on management, supervises closely all Concierge associates in the performance of their duties in accordance with Policies & Procedures and applicable laws.

§ 给具备能力和资源的员工委派适当的工作和责任,在培养和发展员工的同时确保营运标准和安全。

Delegates appropriately duties and responsibilities to equipped and resourceful associates, nurturing and developing them whilst ensuring standards of operation and safety are maintained.

§ 拥护和支持酒店的培训精神和以人为本的管理哲学,并和进修及培训发展部经理、礼宾部副理和部门培训员密切合作培养和发展员工。

Embraces and supports the Training initiatives and philosophies of the company and works closely with the Learning and Development Manager, Assistant Manager and Departmental Trainers in the training and development of associates.

§ 发展及协助针对提高技能和知识的培训活动。

Develops and assists with training activities focused on improving skills and knowledge.

§ 确保员工完全理解酒店的规章制度并遵照执行。

Ensures associates have a complete understanding of Rules & Regulations, and that behaviour complies.

§ 监督员工士气并提供工作表现及发展的反馈。

Monitors associate morale and provides mechanism for performance feedback and development.

§ 进行员工年度表现发展评估,提供真实和准确的回馈。

Conducts annual Performance Development, providing honest and appropriate feedback.

§ 将指导原则及核心价值高效地传达给所有层级的员工。

Effectively communicates guiding principles and core values to all levels of associates.

_总则___ _General_

§ 确保部门的服务一贯按照部门营运手册的标准,高效、一致和礼貌的完成。

Ensures services provided by Concierge are always available and are always carried out to define Standards with the utmost efficiency, consistency and courtesy as detailed in the Departmental Operations Manual.

§ 按要求出席所有会议并作出贡献。.

Attends and contributes to all Meetings as required.

§ 确保所有员工始终提供礼貌和专业的服务。

Ensures all associates provide courteous and professional service at all times.

§ 礼貌而高效的处理客人和员工询问,对不能立即解决的投诉和问题进行汇报。

Handles guest and associate enquiries in a courteous and efficient manner, reporting complaints or problems if no immediate solution can be found.

§ 了解关于员工及行业关系的法律、法规,理解并严格遵守员工手册中的规章制度,及酒店关于防火、卫生、健康和安全的制度。

Is knowledgeable in statutory legislation in associate and industrial relations, understanding and strictly adhering to Rules & Regulations established in the Associate Handbook and the Hotel’s policies concerning fire, hygiene and health & safety.

§ 积极参与员工福利、安全、发展及健康的活动,并给予建议、咨询和真实、恰当的反馈。

Is actively involved in the welfare, safety, development and well-being of associates providing advice, counselling and truthful, diplomatic feedback.

§ 确保高标准的个人形象和仪容仪表。

Ensures high standards of personal presentation & grooming.

§ 与客人和同事保持基于良好工作关系的接触。

Maintains positive guest and colleague interactions with good working relationships.

§ 始终展现负责的管理和行为,并以积极的形象代表酒店管理团队和凯悦酒店集团。

Exercises responsible management and behaviour at all times and positively representing the Hotel Management Team and Hyatt Hotels Corporation.

§ 安排并确保所有员工参加核心培训及相关技能培训。

Schedules and ensures associates attend all Core training and related skills training.

§ 对当地环境具有扎实及最新的了解,如城市的餐厅、购物区和娱乐场所。

Has a sound updated knowledge of the local environment such as restaurants, shopping areas and entertainment centres within the city.

§ 协助高度保持客人及酒店财产的安全。

Assists in maintaining a high level of safety and security for guests and hotel property.

§ 全面了解酒店的活动、餐饮服务、餐厅、会议室、紧急电话号码及其它设施。

Fully conversant with all activities within the Hotel, Food and Beverage functions, restaurants, meeting rooms, and emergency telephone numbers and facilities.

§ 根据酒店、行业和公司的指引,回应需求、改变,执行任何合理的任务及额外职责。

Responds to requests to undertake any reasonable tasks and secondary duties and to changes as dictated by the Hotel, industry and company.

Primary Location: CN-43-Zhuzhou
Organization: Hyatt Regency Zhuzhou
Job Level: Full-time
Job: Guest Service Operations
Req ID: ZHU000238

Hyatt is an equal employment opportunity and affirmative action employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status or any other group protected by law.

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