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崗位職責/職位描述

1.協助副理確保賓客服務中心按照既定的理念順暢運作，始終提供禮貌、專業、快捷、靈活的服務。

Assists the Assistant Manager in efficiently managing the Guest Service Centre according to the established concept statement providing courteous, professional, efficient and flexible service at all times.

2.?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，向賓客服務副理報告。

Handles guest enquiries in a courteous and efficient manner and reports guest complaints or problems to Guest Services Assistant Manager if no immediate solution can be found.

3.與客人建立并保持良好的賓客關系。

Establishes a rapport with guests, maintaining good customer relationship.

4.確保信息交流中心、設施及儲藏室的整潔并妥善保養。

Ensures cleanliness and maintenance of the Communication Centre, equipment and storage.

5.負責向所有來電者提供友善、高效的服務。

Responsible for the provision of friendly and efficient service to all callers.

§?經常親自檢查，以確保使用賓客服務中心服務的客人、員工及公共區人員得到符合凱悅酒店集團標準的服務。

Personally and frequently verifies that guests, associates and members of the public utilising the Guest Service Centre services are receiving service in line with Hyatt Hotels Corporation standards.

6.確保部門的服務一貫按照部門營運手冊的標準，高效、一致和禮貌的完成。

Ensures services provided by the Guest Services Agents are always available and are always?carried out to define Standards with the utmost efficiency, consistency and courtesy as detailed in the Departmental Operations Manual.

7.?按要求參加所有會議并作出貢獻。

Attends and contributes to all meetings as required.

8.確保所有員工始終提供禮貌和專業的服務。

Ensures all associates provide courteous and professional service at all times.

9.禮貌而高效的處理客人和員工的詢問，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 enquiries in a courteous and efficient manner, reporting complaints or problems if no immediate solution can be found, whilst feeding back a prompt follow up.

10.?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.

11.積極參與員工福利、安全、發展及健康的活動，并給予建議、咨詢及真實、恰當的反饋。

Is actively involved in the welfare, safety, development and well-being of associates providing advice, counselling and truthful, diplomatic feedback.

12.?確保高標準的個人形象和儀容儀表。

Ensures high standards of personal presentation & grooming.

13.掌握酒店管理基礎知識，善于同賓客交往、溝通，處理周到、果斷，能獨立處理各種投訴。

Master the basic knowledge of hotel management, be good at interacting and communicating with guests, handle affairs meticulously and decisively, and be capable of independently handling various complaints.

有凱悅系背景優先考慮。