【禮賓部】禮賓主任 Concierge Supervisor

1. 督導並訓練禮賓團隊，確保同仁儀容端正、服務態度專業且能即時有效處理賓客需求。
2. 協助安排賓客交通、行程、景點資訊、票券與其他代辦服務，提供個人化旅客服務體驗。
3. 主動推廣飯店內設施、餐廳與活動，提升整體業績與顧客滿意度。
4. 接待貴賓與常客，建立良好關係並確保服務品質符合品牌標準。
5. 支援賓客服務相關需求，包括寄送、包裹收發、信件處理與外送等。
6. 規劃並安排禮賓團隊之值勤班表與假期，並依據營運需求靈活調整。
7. 維護大廳整潔與秩序，確保公共空間符合飯店形象與安全標準。
8. 管理飯店資訊看板、旅遊宣傳資料與外部服務名冊，確保資訊即時更新與準確。
9. 協助培訓新人並追蹤服務表現，確保禮賓部作業標準落實於日常執行。
10. 與前台、房務與其他部門緊密合作，確保跨部門服務流程順暢。

Operations & Guest Experience
Supervise and coach the Concierge team to ensure professional grooming, service behavior, and efficient guest assistance.
Assist guests with transportation arrangements, sightseeing, ticketing, and personalized travel recommendations.
Promote in-house facilities, dining outlets, and events to enhance revenue and guest satisfaction.
Welcome VIPs and loyal guests, maintaining strong relationships and ensuring service excellence.
Support guest-related logistics such as parcel handling, message delivery, and external courier services.

Administration & Public Area Supervision
Prepare and manage duty rosters and leave schedules for the Concierge team, adjusting based on operational needs.
Ensure the lobby and public areas are neat, orderly, and in line with hotel image and safety standards.
Maintain and update the hotel directory, travel brochures, and vendor contact lists for guest use.
Assist with training new team members and tracking performance to ensure adherence to departmental SOPs.
Coordinate closely with the Front Desk, Guest Relations, and other departments to ensure seamless guest service delivery.

Accountability
This position reports directly to the Chief Concierge and is responsible for overseeing daily Concierge operations, team scheduling, and service consistency. The Concierge Supervisor plays a key role in delivering timely, high-quality service across guest touchpoints and upholding brand image in all public-facing areas.