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崗位職責/職位描述

1.?????????
禮貌而高效地處理所有客人和內部的投訴和詢問，確保問題得到圓滿解決。

Handles all
guest and internal customer complaints and inquiries in a courteous and
efficient manner, following through to make sure problems are resolved
satisfactorily

2.?????????
保持與顧客和同事的良好合作關系。

Maintains
positive guest and colleague interactions with good working relationships.

3.?????????
確保所有員工始終提供給客人禮貌、專業的服務。

Ensures all
employees provide a courteous and professional service at all times.

4.?????????
確保所有前廳部員工遵循品牌承諾并始終提供優異的對客服務。

Ensures that
all Front Office employees deliver the brand promise and provide exceptional
guest service at all times.

5.?????????
確保員工適時的為其他部門員工提供同樣優質的服務。

Ensures that
Front Office employees provide excellent service to internal customers as
appropriate.

6.?????????
協助問候并向貴賓和長住客人提供入住登記服務。

Assists in
greeting and checking-in VIP and Long Stay guests.

7.?????????
確保所有前廳部員工熟悉掌握酒店的產品知識及服務標準。

Ensures that
all Front Office employees are familiar with the hotel’s products and services

8.?????????
確保所有前廳部員工知悉新的促銷信息，規章制度及其他重要信息。

Ensures that
all Front Office employees are aware of current promotions, policies and other
important information.

9.?????????
經常性的親自確認客人在入住和離店過程中得到盡善盡美的服務。

Personally
and frequently verifies that guests are receiving the best possible service
during check-in and check-out.

10.?????? 繁忙時期確保禮賓部，行李部及其他各個區域均能有條不紊地運作并實現酒店的品牌承諾。

Spends time
in Front Office areas during peak periods to ensure that the area is managed
well by the respective team and delivers the brand promise.

11.?????? 與客人建立和諧的客服關系并長久保持。

Establishes a
rapport with guests and maintains good customer relationship.

12.?????? 推行客人認知計劃并更新客史數據。

Implements
consistent guest recognition programmes and maintain a relevant guest history
database.

13.?????? 確保客人信息的歷史記錄得到精確的維護，并提前對回頭客進行入住登記。

Ensures that
guest history records are accurately maintained and all repeat guests are
pre-registered.