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崗位職責/職位描述

確保所有員工遵循品牌承諾并始終提供優異的對客服務。

Ensures all associates provide a courteous an professional service at all times.

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禮貌并有效地處理客人和員工的詢問，對于無法立即處理的投訴和提出的問題，應匯報上級，并迅速跟進及時反饋結果。

Handles guest and associate enquiries in courteous and efficient manner, reporting complaints or problems if noimmediate solution can be found, whilst feeding back a prompt follow up.

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保持與顧客和同事之間良好的合作關系。

Maintains positive guest and associate interactions with good working relationships.

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負責為酒店內外，員工和客人之間提供靈活、高效地溝通與交流。

Responsible for facilitating efficien communications for both guests and associates both within the hotel and fo external communications.

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熟練地應對各種緊急情況。在遭遇嚴重事件的狀況下，保持冷靜的頭腦、警惕的神經和專業的判斷力，并能高效地進行處理。

Acts proficient in all aspects of emergenc procedures. Remains calm, alert, and efficient in the event of a major inciden or problem at the hotel and maintains professional discretion.

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維護有條不紊的工作環境，盡可能保持最小的背景噪音和談話音量，以免噪聲通過耳麥傳遞出去。

Contributes and maintains businesslike workin environment ensuring minimal background noise and conversation which could b transmitted through sensitive headsets.

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安排員工班次。

Plans the roster of associates.

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確認培訓需求， 計劃并培訓員工。

Identifies training needs, plans and trains associates.