崗位職責(zé)/職位描述

全職實習(xí)崗位，每天工作時長8小時，做五休二，實習(xí)期間提供免費(fèi)食宿，實習(xí)期3個月以上提供上海至學(xué)校所在城市的交通費(fèi)用報銷（高鐵二等座標(biāo)準(zhǔn)）。

Greet customers immediately with a friendly andsincere welcome. Uses a positive and clear speaking voice, listens tounderstands requests, responds with appropriate action and provide accurateinformation such on outlet hours, special VIP programs, events, etc.

熱情友好的問候客人，對客人的合理需求予以積極恰當(dāng)?shù)幕貞?yīng)。準(zhǔn)確提供各種信息如：酒店營業(yè)場所的營業(yè)時間及VIP促銷計劃等。

Receives special requests from guests, and respondsappropriately or forwards requests to appropriate team members for decisionsand actions.

對自己權(quán)限范圍內(nèi)不能予以解決的問題和需求，及時反饋給相應(yīng)部門和人員予以解決。

Promptly answers the telephone and email inquiries.Inputs messages into the computer and advises other team members of specialguest needs. Retrieves messages and communicates the content to the guest.Retrieves mail, packages and facsimiles or other special items for customers asrequested.

禮貌的接聽所有來電，及時恰當(dāng)?shù)膽?yīng)客人要求處理各種郵件、傳真及轉(zhuǎn)交物品。

Fields guest complaints, conducting thoroughresearch to develop the most effective solutions and negotiate results. Listensand extends assistance in order to resolve problems such as price conflicts, insufficientheating or air conditioning, etc. Remain calm and alert especially duringemergency situations and heavy hotel activity. Plans and implements detailedsteps by using experienced judgment and discretion.

沉著冷靜的應(yīng)對和處理各類客人投訴，如：客人對價格不滿，空調(diào)或供暖系統(tǒng)的不足等。

In addition to performance of the essential functions, this position maybe required to perform a combination of the following supportive functions,with the percentage of time performing each function to be solely determined bymanagement based upon the particular requirements of the company.

Takes an active role in the team by being kind, cooperative, and helpfuland never forgetting the person behind the guest.

積極的工作，友好的為客人提供服務(wù)。

Actively takes part in training where and when required, attendingformal training sessions and on the job training to ensure standards anddevelop skills and abilities.

積極參加所需的各種培訓(xùn)，提高工作能力。

Contributes to the hotel and team by sharing new ideas and suggestionsfor improvements, being innovative and creative to provide quality service andcustomer care to team members and guests.

致力于酒店工作，為酒店發(fā)展提供創(chuàng)造性的建議，為顧客和整個團(tuán)隊提供高品質(zhì)服務(wù)。