礼宾领班岗位职责

1、协助客人从车上卸载行李，确保所有进店的行李被做好标记并立即交付至正确的房间。
2、及时回复宾客询问，提供准确的信息。
3、完成上级领导交办事项。

岗位职责
1.
按要求完成部门负责人交予相关工作。
2.
与大堂经理和前台接待主管及相关岗位加强沟通，随时了解团队散客和贵宾的到离店情况，使团队入店和离店的行李收、送更为快捷。
3.
监督检查所属员工执行酒店工作程序、标准及规章制度情况。
4.
保证工作所需用品的齐全。
5.
对礼宾部员工进行培训。
6.
负责落实礼宾部设备的清洁和保养工作。
7.
对所有入店和离店客人给予及时、有效地安排和照顾。
8.
做好当班工作日志的记录，以便部门经理了解掌握岗位工作及对客服务的相关情况。
9.
注意所有在大堂的告示牌，并将其安排在适当的位置。
10
确保当班的每一位员工有着良好的仪容仪表。
11
监督和控制行李员的工作情况和完成本班次内工作情况的交接。
12
当发现可疑的物品或人员时，向大堂经理和前厅部经理报告。
13
对火情疏散等紧急情况下的程序有充分的意识和了解。
岗位要求
文化程度：高中以上文化程度。
英语水平：口语顺畅交流。
工作经验：星级酒店礼宾部主管、领班或相关工作经验。
身体要求：身体健康，仪表端庄，精力充沛。体态适中，身高在1.70M以上。
素质要求：具有独立安排日常工作的能力；具有同相关部门沟通、协作的能力，具有安全防范意识；了解本地旅游、餐饮、商务方面相关知识，掌握网络配置的基本知识。

1.在抵达时欢迎客人，确保他们在入住期间得到宾至如归的服务。
Be responsible fgreeting guests on arrival making them feel welcome comfortable during their stay.
2.始终将重点聚焦在对客服务展现关爱和积极的服务态度；用心聆听并了解他们的需求 – 尽可能了解他们以及他们的喜好。
The priority at all times is to engage with guests in a caring positive manner, using active listening skills to understthe needs wants of guests – wherever possible, getting to know them their preferences on a personal level.
3.做为客人入住期间的主要联络人员, 并提供创新的问题解决方法。
Should be the key contact person resource fguests throughout their stay should demonstrate creative problem solving.
4.确保完美的离店体验, 令客人感到宾至如归并期待尽快再次入住
Should also play the important role of ensuring that departure motivates guests to come back to the hotel at the earliest opportunity.
5.确保所有员工遵循品牌承诺并始终提供优异的对客服务。
Ensures that all Front Office Associates deliver the brpromise provide exceptional guest service at all times.
6.确保前厅部员工适时的为其他部门员工提供同样优质的服务。
Ensures Front Office Associates provide excellent service to internal customers as appropriate.
7.协助问候并向贵宾和长住客人提供入住登记服务。
Assists in greeting checking-in VIP Long Stay guests.
8.确保所有礼宾部员工和行李员知悉促销信息，规章制度及其他重要信息。
Ensures that all Front Office Associates are aware of current promotions, policies other important information.
10.协助推行客人认知计划并更新客史数据。
Assist to implement consistent guest recognition programmes maintains a relevant guest history database.
11.礼貌而高效地处理所有客人和内部的投诉和询问，确保问题得到圆满解决。
Handles all guest internal customer complaints inquiries in a courteous efficient manner, following through to make sure problems are resolved satisfactorily.
12.经常性的亲自确认客人在入住和离店过程中得到尽善尽美的服务。
Personally frequently verify that guests are receiving the best possible service during check-in check-out.
13.在前厅办公室投入一定的时间, 确保有条不紊的运作并且实现酒店品牌的承诺。
Spends time in Front Office areas to ensure that the area is managed well by the respective team deliver the brpromise.
14.保持与顾客和同事之间良好的合作关系。
Maintains positive guest colleague interactions with good working relationships.
15.确保客人信息的历史记录得到精确的维护，并提前对回头客进行入住登记。
Ensures that guest history records are accurately maintained all repeat guests are pre-registered.
16.与相关部门协作，协调贵宾在店内的各项活动。
Co-ordinates VIP movements with relevant Departments as advised.