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崗位職責/職位描述

?Handles allguest and internal customer complaints and inquiries in a courteous andefficient manner, following through to make sure problems are resolvedsatisfactorily.? ? ? ? ? ? ? ? ? ? ??

禮貌且高效地處理所有內部及外部客人的投訴及要求，并跟進確保問題的圓滿解決。

Maintainspositive guest and colleague interactions with good working relationships.??????????????????????????????????????

維護客人與同事間的良好關系。

Ensures all associatesprovide a courteous and professional service at all times.? ? ? ? ? ? ? ? ? ? ? ? ??

始終確保員工提供禮貌及專業的服務。

?Ensures thatall Front Office associates deliver the brand promise and provide exceptionalguest service at all times.?????????? ? ? ? ?

始終確保所有前廳員工實現酒店品牌的承諾并提供超出客人預期的服務。

Ensures thatFront Office associates provide excellent service to internal customers asappropriate.???

確保前廳員工適當提供優質服務給內部客人。

Assists ingreeting and checking-in VIP and Long Stay guests.? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? 協助貴賓及常住客的接待和入住登記。

Ensures thatall Front Office associates are familiar with the hotel’s products andservices.? ? ? ? ? ? 確保所有前廳員工熟知酒店的產品知識和服務。

Personally andfrequently verifies that guests are receiving the best possible service duringcheck-in and check-out.??

經常親自確認客人在入住登記和辦理離店時能否得到盡善盡美的服務。

Spends time inFront Office areas during peak periods to ensure that the area is managed wellby the respective team and delivers the brand promise.?????????????????????????????????????????????????????????????

在工作的繁忙時段，出現在前廳區域, 確保前廳各個區域有條不紊的運作并且實現酒店品牌的承諾。

Establishes arapport with guests and maintains good customer relationship.?

與客人建立并保持良好的關系。