行李员 Bellman at InterContinental Hotels Group in China, China

job overview职位概述

• Responsible for receiving and ensuring correct delivery of guest’s luggage to and from rooms, airport and cars and assists all guests with inquiries and requests. The Bellman performs various errands related to guest’s needs, comfort and satisfaction.
• 负责将客人的行李顺利送往或送离房间、机场和汽车，并对客人的问询和申请提供协助。行李员需要从事各种各样的杂务，以满足客人的需要，保证其舒适和满意。

At HUALUXE ^®^, we want our guests to feel accomplished and respected. To help them we need you to offer intuitive Chinese hospitality and:

• Show Chinese Etiquette – by greeting our guests by extending the spirit of our signature welcome and indulge them in Chinese hospitality by being humble and discreet in observing Chinese protocol.
• Respect and Recognize – We respect and recognize guests no matter who they are and adapt to guest preferences making them feel a cut above the rest.
• Help Accomplish – by fully understanding our guests’ business and social engagement needs, and take pro-active action to exceed their expectations by efficient and accurate services.

在華邑 **^®^**酒店，我们让我们的客人感到事业通达，尊重认同。为了达到这个目标，我们需要你提供知礼尊客的中华待客之道，同时还要：

• 尽显中华礼仪 **–**向客人展示我们标志性的欢迎礼，并用谦恭得体的中华待客之道来款待我们的客人。
• 表达尊重认同 **–**我们尊重、认知每一位客人，我们记录客人的偏好，通过个性化的服务客人的尊贵身份。
• 协力成就事业 **–**悉心洞察、领会客人商务及社交的不同需求，先行一步，力求以准确高效、超越客人期望的服务，帮助客人达成目标。

Duties and Responsibilities工作职责

• Assist with heavy packages, coats, suitcase, etc. being alert to give assistance courteously and quickly, before having to be asked
• 主动协助客人提重包裹、拿衣服、提手提箱等，向客人提供礼貌和迅速的协助。
• Maintain a willingness to please attitude and give undivided attention to any approaching guest
• 保持令人愉悦的态度并专心接待每位到来的客人。
• Adhere to guest checking in and checking out procedures pertaining to baggage handling
• 在与行李相关的问题上，遵守客人入住和退房工作程序。
• Welcome guests at the main entrance, offering the greeting appropriate to the time of day taking particular note of repeat guests and IHG Rewards Club members
• 在正门处欢迎客人，按具体时间段向客人发出合适的问候，特别要注意常客和优悦会会员。
• Assist arriving and departing guests by opening and closing car and taxi doors
• 为来店和离店的客人开关汽车及出租车门。
• Maintain a spotless Porte Cochere and Drive way
• 保持车辆门道和车道的清洁。
• Guide the guest to the Front Desk and wait behind the guest during the check-in. Keep eyes on the Front Desk Clerk who provides the signal for you to step forward and receive the room and rooming booklet from the Front Desk Clerk. Without delay, escort the guests accordingly.
• 将客人引至前台并在其办理入住手续时在其身后等待。在看到前台接待员的示意后上前从前台接待员处取得房间号和房卡，然后立即护送客人至其房间。
• Be familiar with the layout of the hotel and memorize the preferred route for escorting guests
• 熟悉酒店布局并记下陪同客人的最佳路线。
• Room the guest in accordance with hotel standards
• 按照酒店标准带客人参观房间。
• Be familiar with the lift workings and emergency stairs
• 熟悉电梯和疏散楼梯的使用。
• Provide information to guests about the hotel facilities and services
• 向客人提供关于酒店的设施和服务的信息。
• Provide guest services and guidance
• 向客人提供服务和引导。
• Learn and utilize names of guests, especially repeat and long staying guests and routinely greet guests as they pass through the lobby, remaining alert to situations where he can be of assistance to guests
• 熟知并称呼客人的名字，特别是对于常客和长包房的客人，并在客人经过大厅时与其打招呼，随时留意是否有可以为客人提供服务的情况出现。
• Keep the lobby clean and tidy, informing the Concierge or Bell Captain if it needs major cleaning
• 保持大厅的整洁，如果需要大清扫的话应通知礼宾主管或行李领班。
• Maintain a well groomed hair style and wear clean, shiny well polished shoes and a neat uniform while on duty
• 上班时要保持好的发型，注意服装的干净，鞋要擦净并上光，并保持制服的整齐清洁。
• Help other employees in department, replacing them temporarily when necessary
• 帮助部门内其它员工，如有必要则暂时代理他们的工作 。
• Keep the baggage room clean and in order before going off duty on each shift
• 每次交班前均保持行李室的整洁。
• Upon arrival of newspaper, prepare them and deliver them to guest rooms as assigned by the Bell Captain
• 当报纸送到后进行适当整理，然后按行李领班的要求将其送至客人房间。
• Use the Duty Log to document matters of importance
• 使用工作日志来记录重要事项。
• Operate Communicates equipment
• 操作通信设备。
• Arrange transport and coordinate luggage
• 负责安排交通并协调行李事宜。
• Manage the key system securely
• 对钥匙系统进行安全管理。