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崗位職責/職位描述

營運管理

Operational

§? 確保以禮貌、高效的方式處理所有來電。

Ensures all telephone calls are handled in a polite, efficient manner.

§? 對不能立即解決的投訴和問題，向賓客服務中心主管/副理報告。

Reports complaints or problems to Team Leader/Assistant Manager – Guest Services Center if no immediate solution can be found.

§? 確保具有營銷員的態度，并抓住酒店內的一切銷售機會。

Ensures a sales attitude is adopted at all times and maintains an awareness of all sales opportunities within the Hotel.

§? 確保對酒店產品和當地情況的高度了解。

Ensures a high level of product knowledge of hotel and local area.

§? 確保始終提供高水準的服務。

Ensures a high level of customer service is consistently maintained.

§? 根據部門程序，操作總機的控制臺、呼叫系統和員工計算機系統。

Operates switchboard consoles, paging system, and associated computer equipment in accordance with departmental procedures.

§? 確保將任何來自客人或其它部門的反饋及時并準確地匯報給賓客服務中心主管/副理。

Ensures the Team Leader/Assistant Manager – Guest Services Center is kept fully aware of any relevant feedback from either customers or other departments.

§? 確保具有高水平的酒店產品知識，以便在機會出現時，宣傳/銷售客房、餐廳及其它設施/活動。

To be knowledgeable and promotes/ upsells Rooms, Outlets and other facilities/ programmes whenever opportunities arises.

§? 主動向潛在客人推薦凱悅天地計劃。

Promotes World of Hyatt program to potential guests whenever possible.

§? 遵守房務部制定的所有系統和程序。

Complies with all systems and procedures as laid down by the Room Division.

§? 必要時協助預訂部的工作。

Assists with reservations whenever necessary.

§? 及時處理所有收到及發出的郵件和傳真。

Handles incoming and outgoing mail, and faxes in a timely manner.

§? 全面了解酒店提供的所有服務。

Has a thorough understanding of all the services offered by the Hotel.

§? 熟悉城市的每個方面，以便禮貌并高效的滿足客人需求。

Fully conversant in all aspects of the city in order that all guests’ queries can be handled efficiently and courteously.

§? 確保將所有預訂、定單、申請準確及迅速地傳送到有關部門。

Ensures that all reservations, orders, requests, etc. are accurately and quickly relayed to the department concerned.

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總則

General

§? 按要求出席所有會議并作出貢獻。

Attends and contributes to all Meetings as required.

§? 始終提供禮貌和專業的服務。

Provides courteous and professional service at all times.

§? 根據安排參加酒店培訓課程，以提高工作技能及知識。

Attends hotel and departmental training sessions as scheduled to improve skills and knowledge.

§? 禮貌而高效的處理客人和員工詢問，對不能立即解決的投訴和問題進行匯報，并及時回饋和跟進。

Handles guest and associate calls in a courteous and efficient manner, reporting complaints or problems if no immediate solution can be found, whilst providing feedback for a prompt follow up.

§? 了解關于員工及行業關系的法律、法規，理解并嚴格遵守員工手冊中的規章制度，及酒店關于防火、衛生、健康和安全的制度。

Is knowledgeable in statutory legislation in associate and industrial relations, understanding and strictly adhering to Rules & Regulations established in the Associate Handbook and the Hotel’s policies concerning fire, hygiene and health & safety.

§? 確保高標準的個人形象和儀容儀表。

Ensures high standards of personal presentation & grooming.

§? 與客人和同事保持基于良好工作關系的接觸。

Maintains positive guest and colleague interactions with good working relationships.

§? 負責促進在酒店內部和外部的客人、員工的有效溝通。

Responsible for facilitating efficient communications for both guests and associates both within the Hotel and for external communications.

§? 閱讀并熟悉與賓客服務中心相關的所有通知。

Reads and be familiar with all memos concerning Guest Services.

§? 必要時為客人提供基本信息。

Provides general information to guests when necessary.

§? 根據酒店、行業和公司的指引，回應需求、改變，執行任何合理的任務及額外職責。

Respond to requests to undertake any reasonable tasks and secondary duties and to changes as dictated by the hotel, industry & company.

§? 能應對工作職責的變化。為了滿足營業及客戶服務需求，也許會有工作職責的變動，包括調任至其他部門/地區。

To be flexible in your job function and perform any other reasonable duties and responsibilities which may be assigned to you, including redeployment to other departments/areas if required, in order to meet business demands and guest service needs.

§? 酒店依靠員工的靈活性以保證已達到的高標準的持續性。因此，此份工作職責僅作為最常用的工作職責的指南，如有需要，可進行修改和調整。

The Hotel relies upon the flexibility of its associates to ensure the continuity of the high standards currently being achieved.? As such, this job description is only intended to be a guide to the most regularly performed duties and is subject to amendment and change as may be considered necessary from time to time.

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其他方面

Other Comments

§? 職位屬于“員工”級并享有相應的福利。

?Position is ranked as “Host” with related benefits provided.