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崗位職責/職位描述

禮貌而高效地處理客人的投訴和詢問，確保問題得到圓滿解決。

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

保持與顧客和同事的良好合作關系。

Maintains positive guests and colleague interactions
with good working relationships.

確保所有員工始終提供給客人禮貌、專業的服務。

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

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.

繁忙時期協助禮賓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.

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.

推行客人認知計劃并更新客史數據。

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

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.

每天在早餐時間去餐廳和客人了解他們的入住體驗和喜好從而完善客史資料。

Implements GEM notes and to understand guest’s stay
experience when engage with guests during breakfast time at restaurant.?

每天通過禮貌電話了解客人對房間和前廳客房的服務滿意度，對于造成不好的體驗客人給予及時的補救。

To understand guest’s satisfaction with room and
FO,HSKP service through courtesy calls everyday, give service recovery at once
if guest’s feedback is negative.

當休假時要與賓客體驗專員做好工作交接。

Handover timely and correctly with Guest
Experience Host when takes day off.