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崗位職責/職位描述

在日常的工作運行及緊急情況中與客房部、保安部、工程部及其他各部門保持緊密的聯系。

Liaises with Housekeeping, Security, Engineering and other related departments on daily operations and emergency situation.

禮貌并高效的處理客人的要求及投訴，需要時要向前廳部副經理匯報，并且確保及時跟進。

Handles guest enquiries in a courteous and efficient manner and reports guest complaints or problems to?Assistant Front Office Manager?for necessary action and assure follow up with guests.

與客人建立并保持良好的賓客關系。

Establishes a rapport with guests, maintaining good customer relationship.

在團隊的接待工作中發揮主動性及創造性，協調好與銷售部、餐飲部及其他部門之間的合作。

To exercise initiative and resourcefulness in all aspects of group handling and to coordinate and cooperate with Sales, Rooms and F&B departments in all arrangements.

組織每天所在班次的例會，宣布每天的住房率、到店客人、離店客人、發生的各種一般尤其是特殊事件。

Conducts daily pre-shift briefings to associates on room occupancy, arrival and departures, event and special attention that are needed.

確保每一個員工及時了解酒店的各種更新的產品知識、促銷計劃、政策變動，并處理好內部的溝通及聯系。

Ensures all associates maintain an up-to-date awareness of hotel product knowledge, current promotion, policy changes and appropriate internal communication.

確保每一個員工時刻保持并履行高度的保護客人隱私的意識。

Ensures all associates practice the utmost protection of guests’ privacy and confidentiality.

確保賓客服務員始終提供所需的服務，并按照部門營運手冊的要求提供快捷、持續、禮貌且符合標準的服務。

Ensures services provided by associates are always available and are always carried out to define standard with the utmost efficiency, consistency and courtesy as detailed in the Departmental Operations Manual.