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崗位職責/職位描述

1.確保所有員工遵循品牌承諾并始終提供優異的對客服務。

Ensures that allFront Office employees deliver the brand promise and provide exceptional guestservice at all times.

2.確保前廳部員工適時的為其他部門員工提供同樣優質的服務。

Ensures Front Officeemployees provide excellent service to internal customers as appropriate.

3.協助問候并向貴賓和長住客人提供入住登記服務。

Assists in greetingand checking-in VIP and Long Stay guests

4.確保所有禮賓部員工和行李員知悉最新的促銷信息，規章制度及其他重要信息。

Ensures that allFront Office employees are aware of current promotions, policies and otherimportant information

5.確保所有前廳部員工知悉最新的促銷信息，規章制度及其他重要信息。

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

6.協助推行客人認知計劃并更新客史數據。

Assist to implementconsistent guest recognition programmes and maintains a relevant guest historydatabase.

7.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 guestand internal customer complaints and inquiries in a courteous and efficientmanner, following through to make sure problems are resolved satisfactorily.

8.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 andfrequently verify that guests are receiving the best possible service duringcheck-in and check-out.

9.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酒店品牌的承諾。

Spends time in FrontOffice areas to ensure that the area is managed well by the respective team anddeliver the brand promise.

10.保持與顧客和同事之間良好的合作關系。

Maintains positiveguest and colleague interactions with good working relationships

11.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 guesthistory records are accurately maintained and all repeat guests arepre-registered.

12.與相關部門協作，協調貴賓在店內的各項活動。

Co-ordinates VIPmovements with relevant Departments as advised.