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崗位職責/職位描述

Primary Responsibilities 主要職責
Deliver Friendly and Efficient Guest Experience Service
提供友善高效的賓客體驗
· Remains observant and responds to each guest who approaches the hotel.
保持關注每一位抵達酒店的客人并主動問候。
· Maintains high visibility with guests and colleagues, ensure that guest and colleague concerns are resolved in a professional and timely manner.
積極參與部門日常運營，以確保客人或同事的問題能夠在最短的時間內以專業的方式得以解決。
· Stand by in the Front Desk or lobby area, to assist Front Office Operating department to provide service at critical guest flow time.
在前臺及大堂區域服務客人，并在客流高峰期協助前廳運營部門提供對客服務。
· Coordinate and escort guest for the arrival, stay and departure experience to ensure a seamless experience.
協調和禮貌地引領客人辦理入住，退房來保持客人無縫的住宿體驗。
· Review arrivals for the next ten days on a daily basis.
每天預覽后續十天的預進情況，并提前準備。
· Assist VIP and high profile loyalty guests with preparation of activity itineraries and ground transportation when applicable.
在適當的時候，協助貴賓和常住客的進行行程計劃和交通的安排。
· Review all loyalty/VIP guest incidents and ensure proper follow up is completed with the relevant departments.
閱覽所有貴賓和常住客發生的事故，確保所有事故的跟進已經完成。
· Coordinates with Front Desk, Executive Floor, Concierge and Service Center to ensure a smooth operation and the highest level of guest satisfaction。
協調前臺、行政樓層、禮賓部和總機等部門，以確保運營順暢及客人滿意度。
· Detailed hotel product knowledge, up-to-date with VIP arrivals & events within the hotel and the destination.
明晰酒店產品知識，確保貴賓及活動信息的時效性和準確性。
· Verifies that all information requested by the local police authorities are adhered to and prepared accurately.
確保由當地執法部門所要求的全部事項都被嚴格遵守并實行。
· The management reserves the right to change / extend this job description if necessary at any point of time during her / his employment.
如有必要，該部門有權更改或補充該職位描述。
· Carries out any other reasonable duties and responsibilities as assigned.
完成任何其他合理的職責和被指派的職責。
Provide Guests’ Experiences that Exceed Guests’ Expectations
為客人帶來超越期待的入住體驗
· Personal involvement in the pre-arrival preparation, arrival, rooming, and departure of key/VIP guests.
親自參與到貴賓抵店前的準備工作、入住手續的辦理、房間介紹以及離店送別之中。
· Ensure guests’ needs be anticipated, guests’ preferences be collected, and the needs and preferences be met during current stay and future stays.
確保客人的需求被預知、喜好被收集、并且這些需求和喜好在今后會始終被得到滿足。
· Communication with Front Desk to ensure all VIP and loyalty guests’ billing is correct and delivered the night prior to departure; schedule check out services with Concierge team.
與前臺溝通，確保所有貴賓和常住客的賬單信息的準確性，并在客人退房前一晚送至客人房間，安排客人退房時的禮賓服務。
· Coordinate with the Front Office and Housekeeping to ensure preferences are consistently met.
協調前廳部和客房部，確保持續的滿足客人的喜好。
· Ensure hotel operation supporting systems be fully utilized to embrace guest experience.
確保各類酒店管理系統和軟件得到充分的使用以提高賓客體驗。
· Management of the guest service experience / personalization.
確保個性化服務以提升客人體驗。
· Focuses on the stay experience for LCAH members.
致力于提升雅高樂雅會會員的入住體驗。
Work as Part of the Guest Relation Team
作為賓客關系團隊的一員
· Adheres to and implement the health & safety policies to ensure a safe work environment and knowledgeable all safety & emergency procedures.
堅持并執行健康與安全政策，以確保安全的工作環境并熟悉了解并掌握安全及緊急程序。
· Review Daily and Weekly arrival reports highlighting the special upcoming arrivals and process pre-arrival program.
預覽每日和每周的預到報表，對即將入住的特殊特別來賓進行標注，并跟進執行預到禮遇計劃。
· Attends to referred and unsolved problematic situations such as complaint handling, takes initiative action and be entrepreneurial.
主動關注并參與如客人投訴等待解決問題的跟進和處理。
· Perform pre-arrival communication to VIP and loyalty guests when necessary to ensure the correct information is obtained.
與貴賓和常住客進行預到前的交流，確保獲取客人正確的喜好信息。
· Ensures to implement all Front Office related Hotel Policies and Procedures.
確保嚴格執行與部門相關的酒店各項政策與程序。
· Ensures clear communication within departments to provide seamless service to all guests.
確保部門內的溝通順暢以便為賓客提供無縫且高效的服務。
Involvement in Wider Job Function Actions/Relationships
進一步拓展工作職能
· Participate in training activities to improve knowledge & skills.
參加各項培訓來增加自身的知識和技能。
· Participate in departmental training to improve the management knowledge and skills. Cross Training among the Front Office Team.
參與部門培訓，加強管理知識和技巧。在前廳部部門內進行交叉培訓。
· Ensure cleanliness and appearance of lobby and related areas.
確保大堂及相關區域的清潔和外觀符合品牌標準。
· Liaison between Front Office departments and rest of hotel effective for guest experience.
在本部門與酒店其他部門之間進行有效的溝通以提高賓客體驗。
· Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly.
熟悉和掌握財物安全、急救、火災及緊急程序，并確保能夠安全的使用相關設備。
· Maintains positive guest and colleague interactions with good working relationships.
與客人和同事保持基于良好工作關系的接觸。
Main Complexity/Critical Issues In The Job主要復雜/關鍵工作事項
· Efficiency of check in/check out process and accuracy in retrieval of guest data and billing.
確保入住及離店手續的效率性和客人信息與賬目的準確性。
· Be familiar with all guest services, daily events and functions within the hotel and to ensure that all Concierge colleagues are also adequately furnished with such information.
熟悉和掌握酒店內所有對客服務項目和活動信息，并確保所有禮賓部的同事都能提供這樣的信息。
· Communicate relevant information and special requirements to all departments to ensure the expectations of all LCAH member and VIP guests are exceeded.
與所有部門分享雅高樂雅會會員和貴賓的相關信息和特殊要求，確保滿足雅高樂雅會會員和貴賓的服務期望。
· Maintains all information security standards compliance of Front Office at 100%.
確保所有信息安全標準都被百分之百的執行。
· Conduct courtesy call to guest by daily, summarize guest stay experience and take immediately action if guest with problem to ensure the guest satisfied before leave.
每日進行禮儀電話，收集客人的入住體驗并在客人有問題時立即行動，確保客人滿意離開。
Profile概述
Knowledge and Experience知識和經驗
· Diploma or Degree preferably in hospitality or related field
酒店管理或相關專業的本科或專科學歷
· Minimum one (1) years relevant experience in a similar position in a renowned international hotel brand(s)
在知名國際酒店內從事至少一年類似崗位的經驗
· PMS and Office software knowledge
熟悉并掌握Opera酒店管理系統和各類辦公軟件
· Excellent oral and written skills in Mandarin and English
優秀的中英文聽說讀寫能力
· Familiar with LCAH processes or other loyalty programs
熟悉雅高樂雅會或其他忠誠會員計劃
· Experienced in guest experience management, understands and can use reporting RPS, etc.
熟悉賓客體驗管理體系，并可熟練使用報表工具對賓客滿意度進行分析
Competencies 技能
· Strong organizational skills
優秀的組織能力
· Analytical skills a must combined with creativity and initiative
結合了創造性和主動性的分析能力
· Excellent interpersonal & communication skills
優秀的人際關系和溝通能力
· A passion for perfection
追求完美
· Service oriented with an eye for details
以服務為導向的敏銳洞察力
· Confidently able to resolve problems and make decisions
自信的解決問題與決策的能力
· Good presentation, influencing skills
優秀的表達、影響能力
· Adaptable and flexible and able to embrace and respond to change effectively
適應性強，靈活并能有效地接受和應對變化