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崗位職責/職位描述

Greets all guests at all times in a friendly and helpful manner and attempts to learn and use guest’s name at every opportunity?

·??????? 每時每刻都友好熱情的歡迎和接待所有客人,努力自我學習并利用每個機會稱呼客人的名字。

·??????? Registers and rooms all arrivals according to established procedures

·??????? 根據相關程序登記并引領所有的入住客人。

·??????? Maintains intimate knowledge of departmental standards and procedures

·??????? 熟知部門的標準和程序。

·??????? Greet the guests upon their arrival and escort them to the Executive Lounge for check-in if the reception desk if occupied by other guests.

·??????? 如在前臺繁忙的情況下主動的歡迎和護送客人到行政酒廊辦理登記入住手續。

·??????? Performs check in, check out and room change procedures and ensures all data are entered completely into the hotel systems in accordance with reservation if there is a need of assist. Co-ordinate with other departments or sections for all requires from guests.

·??????? 準確操作入住,退房和換房的電腦系統,確保輸入酒店系統里的數據和預定保持一致，和其他部門緊密協作以滿足客人要求。

·??????? Keeps abreast of all modifications to accounting policies and procedures

·??????? 與同事一起共同遵循和保證所有財務政策和程序的更新。

·??????? Ensure the breakfast, afternoon tea and evening cocktails are set up accordingly.

·??????? 確保相應的準備早餐,下午茶,雞尾酒會。

·??????? Delivers newspaper and magazine in the Club rooms

·??????? 發放報紙和雜志給行政樓層客人。

·??????? Ensure the cleanliness of the Club Floor and lounge at all times

·??????? 每時每刻口確保行政酒廊和樓層的清潔。

·??????? Knowledgeable in the F&B lounge menu and cocktail drinks

·??????? 熟悉餐飲菜單和所提供的雞尾酒會酒水服務。

·??????? Knowledgeable of all special promotion procedures, for programs such as; Seasonal Packages, Frequent Flyers Programs, and also HUALUXE Hotels Group Loyalty programs.

·??????? 熟悉所有推廣的程序，比如，季度推廣，航空會員計劃，酒店集團的忠誠計劃。

·??????? Attends to guest’s complaints, inquiries and requests, referees problems to supervisor/ Executive Club Manager if he/she unable to assist

·??????? 關注客人的投訴，詢問和需求,在不能解決的情況下立即匯報主管或行政樓經理。

·??????? Maintains exemplary deportment standards of behavior and appearance and attitude as expected in a ICHG Brand

·??????? 確保自己的舉止，行為，外表和態度和洲際酒店集團品牌保持一致。

·??????? Daily to check through IHG Rewards Club members and VIPs list and arrival reports, to check rooms of expected arrival guests and ensure that amenities are prepared and ordered. Upon arrival, greet and welcome them.

·??????? 每日檢查和確保所有當日達到優悅會會員的房間和歡迎物品是否齊全,在客人入住的時候親切的歡迎他們。

·??????? Attends to all guests’ queries / complaints and channel feedback to the relevant Department Heads for appropriate actions.? All such queries and complaints must be given immediate attention.? If necessary, to pacify while investigate is being carried on and also it must be recorded it the logbook.

·??????? 留意客人的要求和投訴，及時反饋給相關的部門領導,所有的要求和投訴必須立即得到解決，在有的情況下,

先安撫客人同時在交接本上做好記錄。

·??????? Distributes VIP release to department concerned after having obtained room members. Check additional VIP report for delivery of special amenities and prepares additional requisition for VIP Walk In for distribution.

·??????? 和相關部門緊密溝通貴賓客人的相關信息,同時檢查更新的貴賓到達報表,同時保證相應的歡迎物品要齊全,包括準備無預定貴賓的歡迎物品。

·??????? Endeavors to maintain the high standards of the hotel with particular regard to the importance of IHG Rewards Club member and other VIP’s and with reference to hotel and to be a health or safety hazard

·??????? 努力為優悅會會員和貴賓創造一個安全,優雅,高品質服務。

·??????? Assist in any other duties as assigned

·??????? 完成其他分配的任務。