工作职责：
The Personal concierge Manager is responsible for creating, engaging and maintaining a professional relationship with the guests prior, during and after their stay. Major responsibility is to assistant the Front Office Manager Manager in daily operation. Maintaining a high level of service by following Hilton’s core service value. Generate guest’s feedback on SALT, Trip Advisor and Ctrip to enhance guest’s satisfaction and hotel’s reputation. Be creative, focus on customer’s experience and innovation. Presentable, approachable and visible for the guests, aiming for the unparalleled service the hotel pursues. “Leading by example” – being integer and honest.
Undertaking any other duties and responsibilities as required by the
Assistant Front Office Manager or Front Office Manager.
专属礼宾经理负责在客人入住前、入住期间和入住后与客人建立、保持专业的关系。主要职责是协助前厅部经理的日常工作。遵循希尔顿的核心服务价值，保持高水准的服务。收集客人对酒店盐，旅行顾问和携程的反馈，以提高客人的满意度和酒店的声誉。创新，关注客户的体验和创新。形象，平易近人，为客人可见，旨在为酒店追求无与伦比的服务。“以身作则”——正直诚实。
承担前厅部经理或前厅部副经理要求的其他职责。
RESPONSIBILITIES职责:
• To be familiar with Hotel’s policies & procedures.
熟悉酒店的政策和流程。
• To report to work on time, uniform to be clean & tidy, including name tag.
按时上班，着装整洁，包括名牌。
• Personal appearance and grooming conform the Brand Service Standards.
个人仪容仪表符合品牌服务标准。
• To attend the required meetings （Daily briefing, etc）
出席所需的会议（每日例会等）
• To be fully knowledgeable about the hotel’s general information, restaurant, Promotions and the daily events. （Update general information with team timely）. Ensure Personal Concierge team are fully aware all the names of on day event, standby on time.
充分了解酒店的一般信息、餐厅、促销活动和日常活动。（与团队一起及时更新一般信息）确保专属礼宾充分了解当天活动的所有名称，并及时待命。
• Familiarity with the city attractions and restaurants and events.
熟悉城市景点、餐厅和活动。
• To be conversant with the OnQ system and log off when leave.
熟悉OnQ系统，并在离开时注销。
• To ensure the Brand Service Standards and “Telephone etiquette” are strictly followed at all times.
确保始终严格遵守品牌服务标准和“电话礼仪”。
• To check the appearance and grooming of the Team members and correct when necessary
检查团队成员的仪容仪表，必要时进行纠正
• Daily patrol in the lobby and alert on the cleanness, tidy of the heritage and tower lobby.
每天在大堂巡逻，注意遗产和塔楼大堂的清洁、整洁。
• The adequate staffing and presence （duty schedule） of the various sections within the Front Office Team according to the operation needs. （VIP arrival, pick up, group） Open, honest and clear communication with the team members. Organize monthly Personal Concierge meeting and summary the meeting minutes.
根据运营需要，为前厅部团队各部门提供充足的人员配备和值班安排。（VIP到达、接机、组团）与团队成员坦诚、清晰的沟通。组织每月的礼宾会议并总结会议记录。
• Ensure all hotel policies are followed by the Personal Concierge team. Update currently SOP according to operation updates.
确保所有酒店政策得到私人礼宾部的遵守。根据操作更新更新当前SOP。
• Pre briefing of the new shift and handover after each shift to be conducted.
对新班组的班前汇报和班后的交接工作。
• Daily pre－shift training and plan monthly department training plan.
每日班前培训，制定部门月度培训计划
• To ensure a training program and “buddy” is in place for new team members to successfully perform their job with training plan/schedule.
确保新成员的培训计划和“伙伴”到位根据培训计划成功地完成他们的工作。
• To coach and support the team members and strive them to excel in their daily job
指导和支持团队成员，努力使他们在日常工作中表现出色
• To create and ensure awareness of the business objectives and targets （Trip Advisor/SALT）
建立并确保对业务目标和目标的认识（Trip Advisor/SALT）
• Recognition of excellent performance by team members
团队成员对优秀表现的认可
• To review on team members’ satisfaction and identify their concerns
评估团队成员的满意度，并确定他们的关注点
• Awareness of the different room categories and the room features
了解不同的房间类别和房间特点。
• To be aware of the room availability, the room rates and special packages
了解房间的可用性，房价和特殊包装
• Monitor and check the room assignment, special requests are followed and planning in advance of the arriving guests. （For special VIPs, discuss the special room amenities with chef according to the preference）
监督和检查房间分配，特殊要求得到遵守，并提前为客人做好计划。（对于特殊贵宾，根据喜好与厨师讨论特殊的客房设施）
• Supporting the Guest Service Agents and assist where necessary. Plan Personal Concierge for the cross training at the reception in low season.
支持前台服务人员，必要时提供协助。安排专属礼宾人员在淡季进行交叉培训。
• Being approachable and visible to attend and react to matters that require an immediate decision.
平易近人，对需要立即处理的事情能做出反应决定。
• Interactive with guests to obtain their feedback and recommendations
与客人互动，获得他们的反馈和建议。
• Awareness of the guest’s preferences and requirements prior to their arrival and communicate to the related teams; Guest Service Agent, Personal Concierge.
在客人到来之前了解客人的喜好和要求与宾客服务代表，专属礼宾等相关部门沟通。
• To confirm all requirements are prepared according to the guest’s preferences prior to the guest’s arrival
确认所有的要求都是根据即将入住客人的喜好准备
• Welcoming the guests to the hotel with sincerity, by using the guest’s name.
用客人的名字真诚地欢迎客人的到来。
• Emphasize on offering True Waldorf Service by the team upon guest’s arrival.
在客人到达时，强调团队提供真正的华尔道夫服务。
• Handling and proper investigation of guest’s and team members incidents
处理和适当调查客人和团队成员的突发事件
• To record the incidents that require the hotel managements attention and send out the CHANCE report
记录酒店管理层需要注意的事件，并发出事故报告
• Ensuring the update of the guest’s preferences in the CRM on a daily basis through information from the team, CHANCE, SALT and communication
通过来自团队、Chance, Salt和沟通的信息，确保每天更新客户在CRM中的偏好
• Daily review of Trip advisor website and monitor guest comments
对旅行顾问网站进行每日回顾，并监督客人的评论
• To approve rebates and paid outs by the Guest Service Agent team with valid reasons and
supported by necessary documents
用必要的文件证明，批准有正当理由的客人服务代理团队的减免和支出
• To ensure a clear record of the master key hand over and record properly.
确保万能钥匙交接记录清晰，记录正确。
• Able to handle the emergency when case happens.
有处理突发事件的能力。
• Send a post departure email and take care of guest’s requests through Engage, daily pre－arrival.
通过预订，每日到达前发送邮件和处理客人的要求。
• To lead the Personal Concierge team to create the memorable stay experience for guests especially for those guests who are here to celebrate their special occasion. Share in operations wechat for all the information to other departments.
带领专属礼宾团队为客人创造难忘的住宿体验，特别是为那些来这里庆祝他们特殊时刻的客人。与其他部门共享微信操作的所有信息。
• Dig into VIP guest’s background, share important information with team.
深入挖掘VIP客户的背景，与团队分享重要信息。
• Plan and development outstanding Personal Concierge.
计划和发展优秀的专属礼宾员。
• Communicate and work closely with housekeeping/IRD/concierge, good coordination.
与客房部、送餐部、礼宾部保持良好的沟通和协调。
• Plan in advance for group VIP arrival and fully prepare when hotel have the site inspection.
提前计划好贵宾的到来，并在酒店进行现场检查时做好充分准备。
SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY 专业知识及工作技能、技巧要求：
• Fluent English/Mandarin in speaking and written.
流利的英语/普通话及其书面表达能力。
• Can deal with complain and problems instantly and effectively.
能够即时、有效的解决投诉及其他问题。
• Leadership and team work.
具备领导能力和团队合作能力。
• Has discernment to identify the guests’ preference.
有敏锐的洞察力去辨识客人的喜好。
REQUIRED QUALIFICATIONS 必要的资历要求:
• Minimum 2 years’ working experience in a similar position an in a comparable hotel.
至少2年在同类酒店从事类似职位的工作经验。
• Fluent in English / Mandarin （spoken and written）
流利的英语/普通话（口语和书写）
• Excellent communication skills.
出色的沟通技巧。
• Well presented, smart and outgoing personality.
良好的形象，聪明和外向的个性。
• Strong leadership, ownership with open communication.
较强的领导能力，良好的沟通能力。
任职资格：
The Personal concierge Manager is responsible for creating, engaging and maintaining a professional relationship with the guests prior, during and after their stay. Major responsibility is to assistant the Front Office Manager Manager in daily operation. Maintaining a high level of service by following Hilton’s core service value. Generate guest’s feedback on SALT, Trip Advisor and Ctrip to enhance guest’s satisfaction and hotel’s reputation. Be creative, focus on customer’s experience and innovation. Presentable, approachable and visible for the guests, aiming for the unparalleled service the hotel pursues. “Leading by example” – being integer and honest.
Undertaking any other duties and responsibilities as required by the
Assistant Front Office Manager or Front Office Manager.
专属礼宾经理负责在客人入住前、入住期间和入住后与客人建立、保持专业的关系。主要职责是协助前厅部经理的日常工作。遵循希尔顿的核心服务价值，保持高水准的服务。收集客人对酒店盐，旅行顾问和携程的反馈，以提高客人的满意度和酒店的声誉。创新，关注客户的体验和创新。形象，平易近人，为客人可见，旨在为酒店追求无与伦比的服务。“以身作则”——正直诚实。
承担前厅部经理或前厅部副经理要求的其他职责。
RESPONSIBILITIES职责:
• To be familiar with Hotel’s policies & procedures.
熟悉酒店的政策和流程。
• To report to work on time, uniform to be clean & tidy, including name tag.
按时上班，着装整洁，包括名牌。
• Personal appearance and grooming conform the Brand Service Standards.
个人仪容仪表符合品牌服务标准。
• To attend the required meetings （Daily briefing, etc）
出席所需的会议（每日例会等）
• To be fully knowledgeable about the hotel’s general information, restaurant, Promotions and the daily events. （Update general information with team timely）. Ensure Personal Concierge team are fully aware all the names of on day event, standby on time.
充分了解酒店的一般信息、餐厅、促销活动和日常活动。（与团队一起及时更新一般信息）确保专属礼宾充分了解当天活动的所有名称，并及时待命。
• Familiarity with the city attractions and restaurants and events.
熟悉城市景点、餐厅和活动。
• To be conversant with the OnQ system and log off when leave.
熟悉OnQ系统，并在离开时注销。
• To ensure the Brand Service Standards and “Telephone etiquette” are strictly followed at all times.
确保始终严格遵守品牌服务标准和“电话礼仪”。
• To check the appearance and grooming of the Team members and correct when necessary
检查团队成员的仪容仪表，必要时进行纠正
• Daily patrol in the lobby and alert on the cleanness, tidy of the heritage and tower lobby.
每天在大堂巡逻，注意遗产和塔楼大堂的清洁、整洁。
• The adequate staffing and presence （duty schedule） of the various sections within the Front Office Team according to the operation needs. （VIP arrival, pick up, group） Open, honest and clear communication with the team members. Organize monthly Personal Concierge meeting and summary the meeting minutes.
根据运营需要，为前厅部团队各部门提供充足的人员配备和值班安排。（VIP到达、接机、组团）与团队成员坦诚、清晰的沟通。组织每月的礼宾会议并总结会议记录。
• Ensure all hotel policies are followed by the Personal Concierge team. Update currently SOP according to operation updates.
确保所有酒店政策得到私人礼宾部的遵守。根据操作更新更新当前SOP。
• Pre briefing of the new shift and handover after each shift to be conducted.
对新班组的班前汇报和班后的交接工作。
• Daily pre－shift training and plan monthly department training plan.
每日班前培训，制定部门月度培训计划
• To ensure a training program and “buddy” is in place for new team members to successfully perform their job with training plan/schedule.
确保新成员的培训计划和“伙伴”到位根据培训计划成功地完成他们的工作。
• To coach and support the team members and strive them to excel in their daily job
指导和支持团队成员，努力使他们在日常工作中表现出色
• To create and ensure awareness of the business objectives and targets （Trip Advisor/SALT）
建立并确保对业务目标和目标的认识（Trip Advisor/SALT）
• Recognition of excellent performance by team members
团队成员对优秀表现的认可
• To review on team members’ satisfaction and identify their concerns
评估团队成员的满意度，并确定他们的关注点
• Awareness of the different room categories and the room features
了解不同的房间类别和房间特点。
• To be aware of the room availability, the room rates and special packages
了解房间的可用性，房价和特殊包装
• Monitor and check the room assignment, special requests are followed and planning in advance of the arriving guests. （For special VIPs, discuss the special room amenities with chef according to the preference）
监督和检查房间分配，特殊要求得到遵守，并提前为客人做好计划。（对于特殊贵宾，根据喜好与厨师讨论特殊的客房设施）
• Supporting the Guest Service Agents and assist where necessary. Plan Personal Concierge for the cross training at the reception in low season.
支持前台服务人员，必要时提供协助。安排专属礼宾人员在淡季进行交叉培训。
• Being approachable and visible to attend and react to matters that require an immediate decision.
平易近人，对需要立即处理的事情能做出反应决定。
• Interactive with guests to obtain their feedback and recommendations
与客人互动，获得他们的反馈和建议。
• Awareness of the guest’s preferences and requirements prior to their arrival and communicate to the related teams; Guest Service Agent, Personal Concierge.
在客人到来之前了解客人的喜好和要求与宾客服务代表，专属礼宾等相关部门沟通。
• To confirm all requirements are prepared according to the guest’s preferences prior to the guest’s arrival
确认所有的要求都是根据即将入住客人的喜好准备
• Welcoming the guests to the hotel with sincerity, by using the guest’s name.
用客人的名字真诚地欢迎客人的到来。
• Emphasize on offering True Waldorf Service by the team upon guest’s arrival.
在客人到达时，强调团队提供真正的华尔道夫服务。
• Handling and proper investigation of guest’s and team members incidents
处理和适当调查客人和团队成员的突发事件
• To record the incidents that require the hotel managements attention and send out the CHANCE report
记录酒店管理层需要注意的事件，并发出事故报告
• Ensuring the update of the guest’s preferences in the CRM on a daily basis through information from the team, CHANCE, SALT and communication
通过来自团队、Chance, Salt和沟通的信息，确保每天更新客户在CRM中的偏好
• Daily review of Trip advisor website and monitor guest comments
对旅行顾问网站进行每日回顾，并监督客人的评论
• To approve rebates and paid outs by the Guest Service Agent team with valid reasons and
supported by necessary documents
用必要的文件证明，批准有正当理由的客人服务代理团队的减免和支出
• To ensure a clear record of the master key hand over and record properly.
确保万能钥匙交接记录清晰，记录正确。
• Able to handle the emergency when case happens.
有处理突发事件的能力。
• Send a post departure email and take care of guest’s requests through Engage, daily pre－arrival.
通过预订，每日到达前发送邮件和处理客人的要求。
• To lead the Personal Concierge team to create the memorable stay experience for guests especially for those guests who are here to celebrate their special occasion. Share in operations wechat for all the information to other departments.
带领专属礼宾团队为客人创造难忘的住宿体验，特别是为那些来这里庆祝他们特殊时刻的客人。与其他部门共享微信操作的所有信息。
• Dig into VIP guest’s background, share important information with team.
深入挖掘VIP客户的背景，与团队分享重要信息。
• Plan and development outstanding Personal Concierge.
计划和发展优秀的专属礼宾员。
• Communicate and work closely with housekeeping/IRD/concierge, good coordination.
与客房部、送餐部、礼宾部保持良好的沟通和协调。
• Plan in advance for group VIP arrival and fully prepare when hotel have the site inspection.
提前计划好贵宾的到来，并在酒店进行现场检查时做好充分准备。
SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY 专业知识及工作技能、技巧要求：
• Fluent English/Mandarin in speaking and written.
流利的英语/普通话及其书面表达能力。
• Can deal with complain and problems instantly and effectively.
能够即时、有效的解决投诉及其他问题。
• Leadership and team work.
具备领导能力和团队合作能力。
• Has discernment to identify the guests’ preference.
有敏锐的洞察力去辨识客人的喜好。
REQUIRED QUALIFICATIONS 必要的资历要求:
• Minimum 2 years’ working experience in a similar position an in a comparable hotel.
至少2年在同类酒店从事类似职位的工作经验。
• Fluent in English / Mandarin （spoken and written）
流利的英语/普通话（口语和书写）
• Excellent communication skills.
出色的沟通技巧。
• Well presented, smart and outgoing personality.
良好的形象，聪明和外向的个性。
• Strong leadership, ownership with open communication.
较强的领导能力，良好的沟通能力。
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