Operational

营运管理

§ Delivers and picks up guest baggage as assigned by Team Leader.

根据领班的安排为客人运送行李。

§ Stores luggage according to standards.

根据标准储存行李。

§ Directs incoming guests to the check in area whilst offering to handle any luggage the guest happens to be carrying.

为客人提行李时，指引抵店客人到办理入住登记的地方。

§ Directs guests and visitors to any of the Hotel’s facilities.

指引客人及来访者到任何酒店的设施。

§ Transports guest’s luggage to their room in an efficient manner.

快速将客人的行李送至房间。

§ Maintains and cleans all trolley and equipment at Bell Service to maintain a professional image.

保持行李房所有行李车及设施的干净，以保持专业的形象。

§ Escorts guests to their rooms, explaining all in-house and room facilities.

陪同客人到房间并解释酒店及客房的设施。

§ Opens and closes car doors for guests whenever the opportunity arises.

主动为上下车的客人开/关车门。

§ Loads and unloads guest’s luggage for arriving and departing guests.

为离店及抵达的客人装、卸行李。

§ Assists all guests with luggage storage, ensuring the proper handling, storage, security and procedures are followed.

协助所有客人的行李存放，确保遵守正确的处理、储存、安全的程序。

§ Hails taxi/ cabs and answers inquiries.

为客人呼叫出租车并解答问询。

§ Prevents unauthorised parking in driveway.

防止车道上未经许可的车辆停放。

§ Prevents entrance of unauthorised or undesirable persons.

阻止闲杂人员进入酒店。

§ Opens doors, welcomes and greets guests and visitors.

为客人开门，欢迎并问候客人及来访者。

§ Maintains a tidy Lobby by checking the general cleanliness and tidiness of the sitting area and entrance.

检查休息区及入口的整洁情况，保持大堂的洁净。

§ Directs traffic in the Hotel’s driveway.

在车道上指挥交通。

§ Assists other departments as requested.

需要时协助其他部门。

§ Reports complaints or problems to Team Leader/ Assistant Manager – Bell Service if no immediate solution can be found.

遇到问题或投诉，如果找不到立即解决的方法，要向行李部的领班/副理汇报。

§ Ensures a sales attitude is adopted at all times and maintains an awareness of all sales opportunities within the Hotel.

保证具有营销员的态度，并抓住酒店内的一切销售机会。

§ Ensures a high level of product knowledge of hotel and local area.

确保对酒店产品和当地情况的高度了解。

§ Ensures a high level of customer service is consistently maintained.

确保持续高水平的对客服务。

§ Ensures the Team Leader/ Assistant Manager – Bell Service is kept fully aware of any relevant feedback from either customers or other departments.

确保将任何来自客人或其它部门的反馈及时并准确地汇报给行李房领班/副理。

§ Be knowledgeable and promotes/ upsells Rooms, Outlets, transportation and other facilities/ programmes whenever opportunities arises.

确保具有高水平的酒店产品知识，以便在机会出现时，宣传/销售客房、餐厅及其它设施/活动。

§ Promotes W.O.H programme to potential guests whenever possible.

主动向潜在客人推荐凯悦天地会员计划。

§ Complies with all systems and procedures as laid down by the Rooms Division.

遵守房务部制定的所有系统和程序。

§ Handles guest incoming and outgoing mail, faxes and parcel in a timely manner.

及时处理收到及发出的信件、传真及包裹。

§ Has a thorough understanding of all the services offered by the Hotel.

全面了解酒店提供的所有服务。

§ Reads all memos concerning Bell Service.

阅读与行李房有关的所有通知。

1.形象良好；

2.具备服务意识;

3.热情开朗、善于与人沟通。