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崗位職責/職位描述

主要職責

Main Duties

1.確保客人在酒店的最佳入住體驗, 負責建立和維系客戶和酒店之間的良好溝通和關(guān)系

To ensure guests have best experience in the hotel,
responsible for establishing and maintaining mutual understanding and goodwill
between guests and hotel.?

2.確保在大堂歡迎及歡送客人。

Ensure Welcome and Departure are carried out to guests in the lobby.

3.歡迎并感謝每一位客人的到來，面對微笑，目光接觸，及友好的問候，盡可能稱呼客人的名字。

Welcome and acknowledge each and every guest with a smile, eye contact,
and a friendly verbal greeting, using the guest's name when possible.

4.了解并熟悉酒店的產(chǎn)品，包括營業(yè)時間，度假設(shè)施，服務(wù)，促銷等。

Understand and be knowledgeable about resort products including outlets’
operation hours, resort facilities and offerings, resort promotions, etc.

5.向客人提供關(guān)于酒店內(nèi)的硬件設(shè)施，服務(wù)，促銷活動，營業(yè)時間，建議性信息。

Supply guests with direction and information regarding property
amenities, services, promotions, activities, hours of operation,
recommendations.

6.與客人交談，尋找機會，以提高客人的體驗，并通過詢問客人的問題，更好地了解客人的需求，通過專業(yè)的角度，觀看/聆聽客人的喜好，以積極和及時的方式采取行動。

Engage guests in conversation to find opportunities to enhance guests’
experience and generate more revenue for the hotel by asking questions of
guests to better understand their needs, watching/listening to guest preferences,
and acting on them in a professional, positive and timely manner.

7.與餐飲，水療，康樂等相關(guān)同事聯(lián)系，協(xié)助客人為其預(yù)訂。

Contact appropriate colleagues in Food & Beverage, Spa, and
Recreation to assist guests with making reservation/booking.

8.帶領(lǐng)攜程客人識別和解釋房間內(nèi)的設(shè)施（例如使用房卡，電子設(shè)備，迷你酒吧，室內(nèi)保險柜及洗衣服務(wù)）

Identify and explain room features to Ctrip guests (e.g., use of room
key, electronic devices, mini-bar, in-room safe, valet laundry services).

9.?管理入住體驗，并與禮賓部，前臺及嘉賓軒團隊緊密合作。協(xié)助前臺陪同客人前往相關(guān)的目的地，并利用機會與客人接觸。

Manage the Arrival Experience and work closely with the Concierge, Front
Desk, and Regency Club Team. Assist Front Office with escorting guests to the
relevant destination and use the opportunity to engage with the guests.

10.與相關(guān)部門協(xié)作，協(xié)調(diào)貴賓在店內(nèi)的各項活動。

Co-ordinates VIP movements with relevant Departments as advised.

11關(guān)注線上平臺的顧客評價，并致力于提升攜程等渠道的評分。

Focus on online channel guest comments and maximum enhance Ctrip guest
experience.

12.和相關(guān)部門緊密溝通貴賓客人的相關(guān)信息,同時檢查更新的貴賓到達報表,同時保證相應(yīng)的歡迎物品,包括準備無預(yù)定貴賓的歡迎物品.

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

13.留意客人的要求及時反饋給相關(guān)的部門領(lǐng)導,所有的要求必須要求相應(yīng)的行動,在有的情況下,先安撫客人同時做好記錄.

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.?

任職資格：

Qualification:

1.很強的中文、俄文交流溝通能力。
Excellent communication skills in Chinese, Russian.

2.處理客人問題的能力。

Handle guest incident skills
3.熟練的計算機能力并熟悉辦公軟件系統(tǒng)。
Excellent computer skills Microsoft office and related system.

4.1年以上國際酒店工作經(jīng)驗。
Minimum of 1years’ experience。