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崗位職責(zé)/職位描述

1.在抵達時歡迎客人，確保他們在入住期間得到賓至如歸的服務(wù)。

Be responsible for greeting guests on arrival and making them feel welcome and comfortable during their stay.

2.始終將重點聚焦在對客服務(wù)展現(xiàn)關(guān)愛和積極的服務(wù)態(tài)度；用心聆聽并了解他們的需求 – 盡可能了解他們以及他們的喜好。

The priority at all times is to engage with guests in a caring and positive manner, using active listening skills to understand the needs and wants of guests – wherever possible, getting to know them and their preferences on a personal level. ?

3.做為客人入住期間的主要聯(lián)絡(luò)人員, 并提供創(chuàng)新的問題解決方法。

Should be the key contact person and resource for guests throughout their stay and should demonstrate creative problem solving.

4.確保完美的離店體驗, 令客人感到賓至如歸并期待盡快再次入住

Should also play the important role of ensuring that departure motivates guests to come back to the hotel at the earliest opportunity.

5.確保所有員工遵循品牌承諾并始終提供優(yōu)異的對客服務(wù)。

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

6.確保前廳部員工適時的為其他部門員工提供同樣優(yōu)質(zhì)的服務(wù)。

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

7.協(xié)助問候并向貴賓和長住客人提供入住登記服務(wù)。

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

8.確保所有禮賓部員工和行李員知悉促銷信息，規(guī)章制度及其他重要信息。

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

10.協(xié)助推行客人認知計劃并更新客史數(shù)據(jù)。

Assist to implement consistent guest recognition programmes and maintains a relevant guest history database.

11.禮貌而高效地處理所有客人和內(nèi)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.

12.經(jīng)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(wù)。

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

13.在前廳辦公室投入一定的時間, 確保有條不紊的運作并且實現(xiàn)酒店品牌的承諾。

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

14.保持與顧客和同事之間良好的合作關(guān)系。

Maintains positive guest and colleague interactions with good working relationships.

15.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.

16.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.