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崗位職責(zé)/職位描述

§?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.

§?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 asappropriate.

§?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.

§?確保所有禮賓部員工和行李員知悉新的促銷信息，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.

§?確保所有前廳部員工知悉新的促銷信息，規(guī)章制度及其他重要信息。

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

§?協(xié)助推行客人認(rèn)知計劃并更新客史數(shù)據(jù)。

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

§?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.

§?經(jīng)常性的親自確認(rèn)客人在入住和離店過程中得到盡善盡美的服務(wù)。

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

§?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 Officeareas to ensure that the area is managed well by the respective team anddeliver the brand promise.

§?保持與顧客和同事之間良好的合作關(guān)系。

Maintains positive guest andcolleague interactions with good working relationships.

§?確保客人信息的歷史記錄得到精確的維護(hù)，并提前對回頭客進(jìn)行入住登記。

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

§?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 movementswith relevant Departments as advised.