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崗位職責/職位描述

·???????Promote a helpfuland professional image to the guest, and give full co-operation to any guestrequiring assistance, with a prompt caring and helpful attitude.

對客塑造一個專業及樂于助人的形象，當客人遇到任何需要幫助的情況時，及時的以關懷和幫助的態度給予充分配合。

• Be fully conversant with all services and facilities offered by the hotel as well as the local surroundings.

要完全熟知酒店及本地其他場所的服務和設施。

• Answer inquiries from guests regarding restaurants, transportation, and entertainment in the local area.

要對客人關于本地餐廳、交通和娛樂活動的問題做出回答。

• Suggest off-the-beaten path places to guests to present authentic dinning, entertainment, and travel experience.

為客人推薦一些不同尋常的正宗的飲食、娛樂活動以及旅行體驗。

• Perform opening and closing procedures at all Guest Services Area.

負責所有賓客服務部所屬區域的營業和關閉的相關工作。

• Ensure all guests experience a fresh and modern check-in/check-out procedure.

確保所有客人在辦理入住、離店手續時，都能有新穎和時尚的體驗。

• Assist with luggage and door upon guest request.

當客人提出需要行李和開門服務時應提供相應服務。

• Perform curbside check in for special guests on mobile devices.

使用移動設備為特殊客人在房間辦理入住手續。

• Ensure that guest history is maintained accurately and up to date.

確?？褪沸畔⒕S護的正確性和時效性。

• Ensure that the Guest Services and surrounding area are kept clean and always organized.

確保賓客服務部及其他周邊區域隨時都保持干凈和整潔的狀態。

• Anticipate guest needs and offer related services and suggestions accordingly.

預知客人需求，并提供相關服務和建議。

• Find opportunities to surprise and delight guests to create memorable moments.

尋找為客人創造驚喜的機會，從而制造難忘時光。

• Be able to build small talks with guests during every interaction to engage with guests.

能夠在每一次與客人相處的時候閑聊一會，從而與客人建立友好的關系。

• Be entirely flexible and adapt to rotate within the different positions of the Guest Services or any other Department of the hotel as needed.

能夠在需要時完全靈活地工作在賓客服務部各個崗位，或酒店其他各個部門。

• Ensure that all daily special rooms, special request rooms, Long Stay guest rooms for arrivals are blocked in advance and accordingly and welcome amenities are appropriately ordered.

確保所有每日特殊房間，有特別要求的房間，長住客人房間都會在客人抵店前提前鎖定，并且提前準備好歡迎禮品。

• Be knowledgeable of all hotel outlets and hours of operation.

熟知酒店所有運營部門信息及營業時間。

• Upsell larger rooms or suites to enhance guest experience and maximize revenue.

推銷更大的房間或套房給客人，以提升客人更好的入住體驗及酒店收益最大化。

• Cross sell F&B space and products.

交叉銷售餐廳餐位及產品。

• Post on a timely basis all laundry, restaurant and other?charges as needed.

將客人的洗衣費用、餐飲費用及其他費用及時入賬。

• Print room status reports, complete welcome cards/calls and communicate available services and amenities.

打印房態表，完成歡迎卡片/歡迎電話，以及溝通相應的服務及物品。

• Perform daily end of shift deposits and correct?"drop" procedures.

完成每日班次結束后結算程序和正確的“投賬”程序。

• Review Up-To-Date Report and Trace File on a regular basis during the day.

每天定期檢查Up-To-Date Report和Trace File。

• Settle bill accurately through credit card or cash transaction.

準確地通過信用卡或現金形式結賬。

• Keep learning not only Guest Service area but also other Rooms departments and F&B operations.

不斷學習賓客服務部的相關知識，及其他運營部門的相關知識。

• Coordinate, process and distribute all incoming reservations during off hours of Revenue Manager and be responsible for telephone inquiries and information services for the hotel.

負責酒店的電話問詢、答疑等服務，并在收益經理休息時，負責協調、處理和分配所有接收到的客房預定。

• Optimize revenue through timely and accurate bookings.

通過及時、準確的酒店相關預訂提高酒店收益。

• Follow and complete the work that is arranged by supervisor and perform other duties as assigned by superior.

按照上級領導的工作安排，完成工作，履行上級分派的其它職責。