1.
Greets
customers immediately with a friendly and sincere welcome . Responds to
inquires with accurate information regarding hours of outlet operation ,
directions to local attractions , or meeting rooms , car rentals and airline
shuttle service , etc ,according to individual needs.
诚挚友好的问候客人。快速精准的回答和应对客人提出的问题及要求，其中包括各消费场所的营运时间，景区景点指南，租车服务及机场接送服务等。
2.
Answers
telephone calls and inputs messages into the computer. Retrieves messages and
communicates contents to the guest . Retrieves mail , small packages , and facsimiles
for guests as requested .
负责接听礼宾部电话，处理客人留言，包裹，邮件及传真。
3.
Arranges
and confirms recreation , business and dining activities both inside and
outside the hotel . Promptly responds to requests for dentists , doctors
,child care , florists , etc.
代客预订店内及店外的餐厅和娱乐场所。为医疗保健，托婴，送花等服务提供协助。
4.
Hires
,trains , supervises ,disciplines concierge curators. Scheldules curators in
accordance with hotel manages department budget , including approval of
payroll .
依照酒店人员录用及相关条例应聘，培训，监督，管理礼宾部员工。
5.
Creates
activities and provides information and support to ensure total guest
satisfaction for group clientele . Works with the sales department and
attends pre –con meetings .
协助酒店销售部门处理好会议及团队客户的各项需求，提高客户满意度。
6.
Responds
to guest complaints , conducts research to develop such as price conflicts ,
insufficient heating or air conditioning , etc. Remains calm and alert
especially during emergency situations and heavy hotel activity .
沉着冷静的应对和处理各类客人投诉，如：客人对价格不满，空调或供暖系统的不足等。
7.
Leads
and motivates curators by leading by example and employing competent and
consistent management practices.
通过训练及一致的管理，领导和激励团队员工.
8.
Actively
takes part in training the team, facilitating formal training sessions and on
the job training to ensure that all curators are follow the same standard.
Also attends training where and when required
积极地参加职业培训,让员工保持水平一致。
9.
Acts
as a coach and mentor to curators, reinforcing standards and expectations and
motivating curators to strive for established targets.
做队员的导师，提高员工水平，促进他们完成所设立的目标。
10.
Conducts
PDR’s, 1:1 meetings throughout the year, ensuring that the feedback given to curators
is fair, unbiased and provides a platform for continued improvement,
according to the Hilton standards.
根据希尔顿PDR标准，每年度进行1：1的面谈，确保对每个员工的公平，为员工提供继续发展的平台。
11.
Is
involved with succession planning and development of high potential curators
to ensure that all curators are trained to progress to the next level of
their career.
培训部门高潜能员工，促进工作水平的提高及进一步的职业规划。
12.
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
curators and guests.
致力于酒店工作，为酒店发展提供创造性的建议，为顾客和整个团队提供高品质服务。
13.
Responsible
for the smooth induction and facilitation of training for new curators, 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.
简单易懂的培训新员工，使其尽快达到胜任工作的最低标准,了解公司的期许与要求。
14.
Takes
an active role in the front desk and concierge, ensuring effective
communication and working as a team in order to reach goals and targets.
积极主动的加强前台与礼宾部的有效沟通，确保达到目标提供高质量的服务。
15.
Creating
a warm and welcoming arrival for guests, ensuring that they feel expected and
immediately “at-home” when they arrive.
为顾客提供热情周到的服务，有宾至如归感。
16.
Ensures
that the Conrad concierge escorts guests to their room that the hotel
facilities and room features are explained, and that luggage is delivered in
a prompt manner.
将客人送至客房，介绍客房布局，确保行李及时送达。
17.
Handles
complaints promptly and efficiently, taking the necessary action, and
informing the Duty Manager for follow up. Follows up with all guests to
ensure satisfaction with problem resolution.
采取必要行动，及时有效的处理顾客的不满，适当的时候告知值班经理跟进。回访客人，确保客人对解决方法满意。
18.
Maintains
awareness of guest’s profile and specific preferences, ensuring that they are
acted upon for each reservation.
维护顾客档案和信息，确保预订的有效性和准确性。
19.
Ensures
that VIP guests are treated personally and recognized as an individual.
亲自迎接VIP客户。
20.
Promotes
HHonours and its associated benefits to guests who are not already enrolled
in the program. Ensures that existing HHonours members receive personal and
professional service that recognizes them as important guests and that their
benefits are received.
引入新的荣誉客会会员，确保会员应得利益，为会员提供优质专业的服务。
21.
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 team member when in the lobby. Also to ensure that all
guests are offered to make arrangements for transportation and that they are
invited back and farewell.
如有需要，帮助客人拿取行李，确保客人及时办理离店，安排运送，同时欢迎他们再次光临。
22.
Manages
the storage and organization of guests luggage in a safe and secure,
organized and systemized way.
有条理的安放和储存客人的行李并确保安全。
23.
Ensures
that the concierge team maintains the lobby appearance is neat and tidy, and
that public areas are cleaned when necessary. Responsible for ensuring that
hotel material and information is stocked and available for guests.
确保大厅的整洁卫生，及常用客用资料和物品等的补充更新。
24.
Has
knowledge of the hotels facilities and services as well as basic knowledge of
Hilton International, and other Hilton properties in China.
掌握希尔顿酒店集团及希尔顿在中国其他地区项目的基本概况。
25.
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.
了解酒店周边地区的最新信息，名胜，风景地等，为顾客提供方便。将这些知识与团队成员分享。
26.
Ensures
that the concierge team correctly carries out ticket reconfirmation, safari
bookings and makes guest reservations when required.
确保根据不同需求为宾客提供票务信息确认，预定等服务。
27.
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
确保礼宾部准确的信息传递，保证酒店和宾客每日包裹邮件的正常收发。
28.
Responsible
for managing guest airport transportation, ensuring pick-ups and drop-offs
are completed on time and the most effective use of the drivers time is made.
为客户提供机场接送服务并最大效率的安排司机的工作时间。
29.
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.
将准确完整的信息录入酒店管理系统，以便大家分享。
30.
Applies
Hilton Brand Standards in each and every action, acting as a role model and
example of how the standards should be carried out in a practical setting.
遵循希尔顿品牌标准并贯彻实施。
31.
Effectively
communicates, coordinates and cooperates with Housekeeping, F&B,
Engineering and .IT
与餐饮部，客房部，工程部，IT等进行有效的沟通及合作。
32.
Reports
problems with hotel systems, hardware or facilities to the appropriate party
and follows up to ensure that corrective action has been taken.
对酒店设施设备的非正常运转予以及时报告，并跟进直至问题解决。
33.
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.
确保信息的有效传达，及时解决问题提高满意度，参加例会及日常会议等。
34.
Manages
and maintains the Concierge Desk stock and that it is not wasted, maintaining
costs where able.
对礼宾部日常用品予以管理控制，节约成本。
35.
Keeps
up to date and aware of competitor activities in order to be informed.
警惕商业竞争行为，并及时上报。
36.
Complies
with Health & Safety, Emergency Management, disaster Manual, and Fire
procedures and regulations. Takes part in the fire team when and where
directed.
遵照执行健康安全，危机管理，灾难救助，火灾预警程序。必要的时候加入 救火。
37.
Adheres
strictly to standard cash handling procedures, ensuring to balance float and
drop the required amount. Manages cash, credit card, city ledger, voucher and
all other forms of payment correctly.
严格遵守现金收付手续，收取现金，信用卡，转帐，代金券等。
38.
Adheres
to the company credit policy at all times when handling cash, credit card
transactions, city ledger, providing currency exchange services and third
party payments for rooms, meetings, F&B and any other charges that may be
incurred by guests.
收取现金，信用卡，代金券，或第三方付费等服务时要严格遵守酒店规定。
39.
Maintains
awareness of sales opportunities within the hotel, maximizing revenue in an
ethical and responsible manner, ensuring the guests receive value for money
and adhering to Hilton Brand Standards.
抓住商机，用合理的方式提高酒店收入，确保客人物有所值。
40. Adhere to
the hotel’s security and emergency policies and procedures.
坚持酒店安全制度、紧急情况处理规定和程序。
41.
To ensure that all team members have a complete
understanding of and adhere to the Hotel’s Team member Rules and Regulations.
确保员工充分的理解并遵守员工手册内容。
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