Chief Concierge礼宾部经理
CHINA Hotels - Restaurants
Job description
With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others.
If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it’s with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike.
The Chief Concierge manages Concierge team members in order to provide special assistance and information about local area attractions to customers and patrons, offering a wide selection of choices and alternatives to ensure guest satisfaction in line with Hilton and hotel policies and procedures.
What will I be doing?
As the Chief Concierge, you will be responsible for performing the following tasks to the highest standards:
• Develop all luggage related procedures and ensure that they are well followed by the Concierge / Transportation staff.
• Ensure all information is updated and available for easy access for all Front Office associates.
• Ensure that the Front Office Manager, Assistant Front Office Manager and Guest Service Manager are updated of any problems or difficulties encountered, so that assistance is obtained.
• Train all Concierge associates in accordance to hotel standards, appraise their performances, recommend promotions or transfers and handle disciplinary actions.
• Ensure proper reception of Hilton Honors members as well as other customers at the airport for both arrival and departure.
• Give recommendations on hotel operations when opportunities arise to improve services, increase revenue or reduce costs.
• Ensure that all Concierge associates are up to the grooming standards set by the Management.
• Set team goals in consultation with team members according to hotel / department goals, policies and practices.
• Maintain good personal presentation, adhering to hotel and Hilton standards.
• Ensure that all reporting and servicing deadlines are met on a timely basis.
• Adhere to the hotel’s security and emergency policies and procedures.
• Understand local tourism culture and city profile to provide considerate service to guests.
• Carry out any other reasonable duties and responsibilities as assigned.
• The Management reserves the right to make changes to this job description at its sole discretion and without advance notice.
希尔顿在全球 100 多个国家和地区拥有数以千计的酒店，提供无数令人愉悦的机会。 从敞开的大门到热情的微笑，再到与众不同的体验，我们为每年与我们在一起的数百万旅行者提供他们永远不会忘记的欢迎。 除了我们旗舰品牌希尔顿酒店及度假村还包括：华尔道夫酒店及度假村、LXR、康莱德酒店及度假村、希尔顿嘉悦里酒店、Signia、格芮希尔顿精选酒店、希尔顿逸林酒店及度假村、Tapestry Collection by Hilton、希尔顿尊盛酒店、Tempo、 Motto、希尔顿花园酒店、希尔顿欢朋酒店、Tru by Hilton、希尔顿欣庭酒店、希尔顿惠庭酒店和希尔顿分时度假俱乐部。
如果您热衷全球旅行对世界的影响，您可能就是我们正在寻找的希尔顿团队成员。 因为在希尔顿酒店，我们永远不会忘记我们在这里的原因：使我们的客人，团队成员和业主都满意。
在遵循希尔顿集团及酒店政策程序的前提下对礼宾部进行日常管理，处理部门突发事件。熟知当地及周边景区景点，餐馆，娱乐场所及商务中心，为客人提供个性化服务。
我的具体职责是什么?
作为礼宾部经理，您将应以最高标准完成以下任务:
• 编制与行李有关的工作程序，并确保礼宾部及车队员工在工作中遵守工作程序。
• 所有前厅员工了解最新消息的途径畅通。
• 确保前厅经理、前厅副经理、和宾客服务经理了解遇到的问题，以便获得帮助。
• 根据酒店标准培训所有礼宾部员工、评估表现、推荐晋升、办理员工调动及纪律惩戒。
• 确保贵宾及希尔顿荣誉客会会员得到完善招待，其它客人得到机场接送服务。
• 就酒店操作可以改进之处，提出推荐意见。
• 确保所有礼宾员工达到管理层提出的仪容仪表标准。
• 督导车队主管车队管理，确保车队利润最大化和车辆、资产的妥善管理。
• 根据酒店/部门目标、政策和实际情况与团队成员共同设立团队目标。
• 根据酒店及希尔顿集团标准保持个人形象。
• 保证按时完成各项报告及上级分配的各项工作。
• 坚持酒店安全制度、紧急情况处理规定和程序。
• 如有必要，该部门有权更改或补充该职位描述。
• 完成任何其他合理的职责和被指派的职责。
• 需要了解当地旅游文化，以及城市概况，为客人提供贴心服务。
What are we looking for?
A Chief Concierge serving Hilton Brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviour’s, skills, and values that follow:
• Secondary school education and above.
• At least 3 years in a supervisory level position in Concierge operation.
• Fluent in English to meet business needs.
• Appreciate Hilton culture.
• Good character and ethics.
• Strictly obey the relevant laws and regulations, internal policies and implementations.
• Strong sense of principle, professional management ability, a good team player, excellent interpersonal skills, sense of decency, honest and reliable.
• Have a strong sense of responsibility and learning ability.
• Hotel management experience preferred, but not required.
• Member of the Golden Key Association preferred.
What will it be like to work for Hilton?
Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travellers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!
我们寻找什么样的人才?
希尔顿礼宾部经理始终要以宾客的利益为重并与其他团队成员密切合作。若要成功地应聘这一职位，您的态度、行为、技能和价值观应符合下列标准:
• 高中毕业或以上学历。
• 至少3年礼宾主管级工作经验。
• 流利英语。
• 认同希尔顿企业文化。
• 有良好的职业操守。
• 严格遵守国家法律法规，执行企业各种规章制度。
• 原则性强，职业化规范度高，具有良好的团队协作精神，出色的人际交往能力，诚实可靠、品行端正。
• 具有较强的工作责任心和学习能力、良好的团队合作意识。
• 酒店管理专业优先。
• 金钥匙协会成员优先考虑。
服务于希尔顿将会如何?
希尔顿全球是国际最具知名度的酒店管理公司之一，其下品牌包括从豪华的全面服务酒店，度假村到公寓式酒店以及中端酒店等。近一个世纪，希尔顿全球致力于通过全球品牌。延续为全球客户提供优质服务的传统，坚持为商务和休闲旅游人士提供最优质的客房、服务、产品和品牌价值。我们的愿景 “让世界充满阳光，让大家都感受到热情的温暖，提供与众不同的卓越体验，让每位宾客在每家酒店的每次住宿都倍感满意” 团结我们作为一个团队每天都在世界各地创造非凡的酒店体验。同时，我们惊人的团队成员是希尔顿的核心所在！