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崗位職責/職位描述

• The Service Stylist must be outfitted in a? unique uniform that is well designed and chic and contains elements of pink to make them easily identifiable to the hotel guests。

客服大使必須身著精心設計,美觀并結合粉色元素的統一制服從而能便于賓客識別.

• Must be in the lobby and front office areas during their shift.

必須在工作班次中服務于酒店大堂和前廳區域。

• Have a clear general knowledge of the hotel product to allow up sell and cross sell of hotel rooms and facilities. This should include room types, food and beverage facilities, spa and health club, daily catering events and local neighbourhood information.

擁有清晰的酒店產品知識從而推銷酒店更好房型及其他酒店產品.其中必須包括酒店房態, 餐飲設施, 水療中心, 健身中心, 每日宴會以及相關周邊信息.

• Welcome and farewell guests from the lobby.

在酒店大堂歡迎及歡送賓客.

• Greet and acknowledge guests that are waiting in the lobby.

與在大堂等候的客人打招呼并作出相應反應.

• Anticipate guest needs and handle guest inquiries in a helpful and attentive manner.

預先估計賓客的需要并用殷切有理的態度處理賓客的需求.

• Escort guests upon arrival to front desk and? introduce by name to front desk colleague.

引領未入住賓客去前臺并向前臺接待員介紹賓客的名字。

• Service Stylists must be able to talk to guests should they be waiting in a queue to check in or check out.

客服大使必須與排隊等候入住或結帳的賓客交流。

• Listen to guests requests with warmth, care and empathy and where necessary show guests to particular service areas for more information or action.

充滿熱情,關懷及感同深受地聆聽賓客的需求,在有必要的情況下帶領賓客去相關服務區域從而獲得更多的信息或行動.

• Recognize return guests and VIP’s in the hotel.

認識酒店的再次入住賓客和VIP客人。

• Service Stylists should never be behind the front desk.

客服大使必須不于前臺內工作。

• Attend daily shift briefing and be fully aware of the on-day room’s situation.

參加每日例會并清楚了解當日房態的情況。

• Be knowledgeable on the 1865 program.

熟知1865尊貴會內容。

• Service Stylists may be required to participate in the Change of the Day ritual at 7.05 pm each day.

客服大使同時也將參與每日19：05日期轉換的儀式。

• Be aware of their responsibilities in the event of an emergency situation.

清楚知道在緊急事件中所應承擔的職責。

• Service Stylists must perform other duties as assigned by their supervisors or managers.

客服大使必須履行主管或者經理安排的其他工作職責。

• Drive the 1865 program to attain set targets? and ensure the guests receive the required recognition and benefits for their membership level. Relevant colleagues in Front Office should be certified as 1865 ambassadors and all guest facing colleagues must be aware of the benefits and joining requirements of the program

推進1865尊貴會項目從而達到設訂的目標并確保賓客依照他們的會員級別獲得相應的會員禮遇. 所有前廳同事都應通過1865尊貴會的考核并成為大使，所有對客同事都必須了解會員的禮遇及人會條件。

• Attend assigned training sessions on time and as scheduled.

準時參加已安排的培訓課程。

• Ensure attendance to work is on time as scheduled.

確保按照預先安排的班次準時上崗工作。

• Perform any duties assigned by the Management deemed necessary。

執行任何管理層委托的工作。

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REQUIREMENTS 職位要求

Education 教育學歷

• Certificate / Diploma / Bachelor in Hotel Management

酒店管理類證書/學歷證明/學士學位證明

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Experience 經驗

• One year working experience, preferably in hotel industry

一年相關的酒店工作經驗

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Job Skill / Knowledge 工作技能 / 知識

• Out-going personality

性格開朗

• Good communication skills

良好的溝通技巧

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Computer Knowledge 電腦知識

• Knowledge of MS office software

相關辦公自動化知識

• Opera PMS

酒店Opera系統

• FCSFCS系統

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Language Proficiency 語言能力

• Good command of English and Mandarin, other languages would be beneficial.

良好的英語及普通話掌握能力,掌握其他語言者優先考慮。