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崗位職責/職位描述

· In the absence of a Manager, conducts shift briefings to ensure hotel activities and operational requirements are known. 

當經理不在場時，負責人才的監督和管理指導，確保部門的正常運行。

· Endeavour to resolve all complaints during shift and logs all complaints in log book for further follow up.

全力解決客人的投訴，并負責將所有投訴進行記錄和跟進解決。

· Supervise cash handling and banking procedures.

負責監督現金操作和交接程序。

· Prepare daily banking and cash flow reports.

填寫部門營業收入報表。

· Establish and instruct Heartists in cash security procedures.

建立和指導人才正確處理現金程序。

· Deal with irregular payments.

處理非日常的付款。

· Supervise the maintenance of service equipment.

監管和維護服務設備。

· Monitor standards of guest facilities and services.

監督客人設施和服務標準。

· Control stock and monitor security procedures.

控制庫存和進行安全監督。

· Build and maintain positive relationships with all internal customers and guests in order to exceed their needs.

與所有的酒店客人建立并保持積極的關系。

· Take action to address these needs in order to exceed their expectations.

努力去預知客人需求以便滿足并超出他們的需求。

· Create a positive hotel image in every interaction with internal and external customers.

在與國內外的客人交流時，努力保持酒店的正面形象。

· Adhere to hotel brand standards.

堅持酒店的品牌標準。

· Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests.

保持高水平的酒店產品和服務知識，以便向客人解釋和介紹相關的服務設施。

· Assist guests and escort them to locations within the hotel at their request.

在酒店內部，如果客人要求，一定要幫助客人并把他帶到要去的酒店內的任何地方。

· Maintain knowledge of special programs and events in the hotel in order to recognize and respond to guests needs.

對特殊活動和事件要有了解以便回答客人的需求。

· Maintain current Hotel information to be able to provide information to guests.

了解最新的酒店知識以提供給客人最新信息。

· Implements Procedures which enhance the guest experience.

執行正確的程序以提高客人的體驗。