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崗位職責/職位描述

Primary Responsibilities 主要職責:

·Public areasupervisor communicate and supervise all public area attendant to ensure propercompletion of all task .He maintain public and back of the house area inaccordance with the policies, standards, and guidelines established by Sofitelhotel.

·Brief all Public Area staffto aware of public area events, attendees of the hotel and hotel’s promotionprogram.

·Acknowledge and greet allguests in public areas.

·Ensure guest request andpreference are to be ready before event start.

·All area to be clean and wellset up and is ready for customer on all the time.

·Provides a clean and defectfree public area for customer.

·Respond to all guest requestsin an enthusiastic manner.? Expediterequests as quickly and effectively.

·Communicates with guest atevery opportunity to get their feedback.

·Ensures a high level of guestrecovery from guest complaints.

·Be visible and accessible tothe guest and follow through.

·Maintains strong relationshipand goodwill with other departments.

·Practices and promoteseffective and timely recovery of guest complaint situations.

·Personally attend to request/ problem of guest and own the problem ensures such will be resolved on thespot.

·Ensure that team memberproduce consistent excellent service along with a SMILE.

·Check and follow up oncleaning schedule and contract cleaning projects on Daily, weekly, monthlybasic.

·Make sure all cleaningschedule and project are implementing as schedule.

·Maintains and delivers thehotel minimum standards.

·負責聯絡并督導各公共服務區域的員工的工作狀態及操作標準。確保工作任務高質量,高標準完成。遵照索菲特酒店的各項政策和管理標準，監督管理公共服務區域和后勤的日常工作。

·給公共區域員工通報酒店當天的接待任務和活動。

·熟知客人且在公共區域碰見時要熱情招呼。

·在活動開始之前確保衛生清潔質量,活動之中滿足客人的所有需求。

·確保公共區域一切正常，以迎接客人隨時到來。

·給客人提供干凈整潔的公共區域。

·熱情接待每一位客人，時刻保持微笑及使用法語問候，迅速及時解決客人的需求。

·抓住每一個為客人服務的機會來與客人接觸，了解客人的需求并為其提供優質的服務。

·確保對客人投訴有高的補救率。

·及時發現客人的需求并予以落實。

·密切配合其他部門的工作。

·有效及時地對客人的投訴進行補救。

·隨時促進工作，隨時彌補不足。

·確保始終如一的微笑服務。

·每天每周每月都要對清潔程序及外包清潔區域的狀況和工作持續及其清潔結果進行評估。

·確保所有的清潔計劃都按照時間表執行。

·全面落實酒店的清潔標準