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崗位職責(zé)/職位描述

Primary Responsibilities主要職責(zé)

·To greet guests on arrival at the hotel and conduct check-in and registration procedures.

·To check villas prior to guests check-in to ensure they are clean, properly equipped and in a high standard of maintenance.

·To handle guest complaints, inquiries, and comments, log them and initiate appropriate action and follow up.

·To maintain an up to date files and information on tours, sightseeing and points of general interest and make the necessary bookings when requested.

·To handle inquiries by providing appropriate information.

·To handle inquiries by providing appropriate information.

·To conduct inspections of the public areas of the main lobby ensuring a high standard of cleanliness and maintenance and initiating appropriate action where necessary.

·To ensure that guests expectations are met or exceeded by providing an efficient, friendly and attentive service.

·To conduct hotel site inspections when directed.

·To update teleguides in the hotel computer system (Opera).

·To assist Telephone Operator to handle the hotel wake up systems.

·To take and forward messages accurately and in a timely manner.

·Handles customer complaints if possible, or reports them to supervisors.

·Ensure the Supervisor is informed of any malfunction of equipment in the Operator room.

·To upsell all hotel, spa and gallery facilities.

·To entertain guests as and when appropriate.

·To ensure that guest check out arrangements are in order, abide to the cashiering policies & standards, and to bid the guests farewell.

·To assist Telephone Operator when required.

·To carry out administrative requirements as directed.

·歡迎客人來到酒店，為客人辦理入住手續(xù)。

·在客人辦理入住手續(xù)之前，要為客人核實房間是否打掃好，同時要確保房間的設(shè)施等是否符合酒店高標(biāo)準(zhǔn)。

·解決客人的投訴，回答客人的問題，滿足客人的需要，并詳細記錄下來。對于不能滿足的問題，要及時跟進。

·給客人提供最新的旅游信息，各旅游景點的資訊，必要時客人預(yù)定行程。

·通過提供適當(dāng)?shù)男畔⒔鉀Q客人詢問。

·通過提供適當(dāng)?shù)男畔⒔鉀Q客人詢問。

·維護公共區(qū)域整潔，主要是確保大堂的干凈整潔。

·通過提供高效、友好、及時的服務(wù)，達到并超過客人的期望。

·按指示進行酒店參觀及介紹。

·及時更新客人信息，并將信息輸入OPERA系統(tǒng)。

·協(xié)助總機準(zhǔn)確地完成叫早服務(wù)。

·準(zhǔn)確、及時禮貌地記錄并轉(zhuǎn)達信息。

·盡可能處理客人投訴，或及時向主管匯報。

·確保將所有總機設(shè)備故障的信息告知主管。

·向客人推薦，銷售酒店更好的房間，水療和精品閣的商品。

·熱情地接待客人。

·確保用酒店的標(biāo)準(zhǔn)程序為客人辦理退房手續(xù)并歡送客人。

·必要時要協(xié)助總機的工作。

·落實行政要求的指示。

Knowledge and Experience知識和經(jīng)驗

·Excellent English language skills

·Good customer relations skills

·Positive outgoing personality

·優(yōu)秀的英語技能（英語熟練，工資可面談）

·良好的與客人溝通技能

·積極的開朗的外向型的個性