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崗位職責/職位描述

Key Duties and Responsibilities

主要義務和職責

§ Managing the reception for the guest of owner office effectively and efficiently.

§ 有效、高效的組織業主公司客人的接待工作。

§ Ensures that the guests are communicated with and assisted in an efficient, warm and professional manner by all team members.

§ 確保所有人員以有效、熱情和專業的方式與客人溝通及幫助客人。

§ Actively review guest comments and feedback, communicate this with the team members and implement procedures to enhance guest satisfaction.

§ 主動查看客人的意見和反饋，將意見和反饋傳遞給團隊成員并采取措施提高客人滿意度。

§ Have full knowledge of all products and services provided by the resort and in the local area.

§ 熟悉酒店及周邊地區的產品知識和所具備的服務。

§ Inform the respective departments of special guest or group needs and requirements to ensure guest satisfaction.

§ 告知其他部門客人或團隊的特殊需求，確保客人滿意度。

§ Establishes and maintains close working relationships with all departments of the hotel to ensure maximum cooperation, productivity, morale and guest service.

§ 與酒店各部門建立并維持友好的工作關系，確保最大化合作、生產力、士氣和為客人提供的服務。

§ Develops relationships with clients, return guests, group contacts etc. to provide maximum personalized guest service.

§ 與客人、回頭客以及團隊聯系人等建立良好的關系，為其提供個性化賓客服務。

§ Makes suggestions for improvements in overall operations with an emphasis on increasing guest satisfaction, revenues as well as reducing costs.

§ 為整體運營情況的改善提供建議，著重于提高客人滿意度、增加收入及降低成本。

§ Attends training on handling required emergency procedures and basic first aid in the case of emergency or guest illness.

§ 參加緊急情況處理程序及基本急救培訓，如果發生緊急事故或遇客人生病可以進行處理。

§ Works flexible hours and schedules according to resort and departmental requirements.

§ 根據酒店和部門的要求，工作時間和安排靈活。

§ Assist with other job related duties when requested by the resort.

§ 協助其他與工作相關的任務。

§ Ensures guest information is kept confidential at all times. No personal or private information about resort guests including room number and arrival and departure dates is to be given out to third parties

§ 確保在任何時候對客人的信息保密。勿將客人的私人信息如房間號、到店和離店日期與第三方公司分享。

§ Consistency monitors of ?service quality, escalating any major problems/complaints to Senior Management

§ 監督服務質量，將重要的問題和投訴上報給高級管理層。