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崗位職責(zé)/職位描述

Primary Responsibilities 主要職責(zé)
Deliver Friendly and Efficient Guest Experience Service
提供友善高效的賓客體驗(yàn)
· Remains observant and responds to each guest who approaches the hotel.
保持關(guān)注每一位抵達(dá)酒店的客人并主動(dòng)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(yùn)營，以確保客人或同事的問題能夠在最短的時(shí)間內(nèi)以專業(yè)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(tái)及大堂區(qū)域服務(wù)客人，并在客流高峰期協(xié)助前廳運(yùn)營部門提供對(duì)客服務(wù)。
· Coordinate and escort guest for the arrival, stay and departure experience to ensure a seamless experience.
協(xié)調(diào)和禮貌地引領(lǐng)客人辦理入住，退房來保持客人無縫的住宿體驗(yàn)。
· Review arrivals for the next ten days on a daily basis.
每天預(yù)覽后續(xù)十天的預(yù)進(jìn)情況，并提前準(zhǔn)備。
· Assist VIP and high profile loyalty guests with preparation of activity itineraries and ground transportation when applicable.
在適當(dāng)?shù)臅r(shí)候，協(xié)助貴賓和常住客的進(jìn)行行程計(jì)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(fā)生的事故，確保所有事故的跟進(jìn)已經(jīng)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(xié)調(diào)前臺(tái)、行政樓層、禮賓部和總機(jī)等部門，以確保運(yùn)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(chǎn)品知識(shí)，確保貴賓及活動(dòng)信息的時(shí)效性和準(zhǔn)確性。
· Verifies that all information requested by the local police authorities are adhered to and prepared accurately.
確保由當(dāng)?shù)貓?zhí)法部門所要求的全部事項(xiàng)都被嚴(yán)格遵守并實(shí)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(quán)更改或補(bǔ)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(zé)和被指派的職責(zé)。
Provide Guests’ Experiences that Exceed Guests’ Expectations
為客人帶來超越期待的入住體驗(yàn)
· 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(zhǔn)備工作、入住手續(xù)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(yù)知、喜好被收集、并且這些需求和喜好在今后會(huì)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(tái)溝通，確保所有貴賓和常住客的賬單信息的準(zhǔn)確性，并在客人退房前一晚送至客人房間，安排客人退房時(shí)的禮賓服務(wù)。
· Coordinate with the Front Office and Housekeeping to ensure preferences are consistently met.
協(xié)調(diào)前廳部和客房部，確保持續(xù)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(tǒng)和軟件得到充分的使用以提高賓客體驗(yàn)。
· Management of the guest service experience / personalization.
確保個(gè)性化服務(wù)以提升客人體驗(yàn)。
· Focuses on the stay experience for LCAH members.
致力于提升雅高樂雅會(huì)會(huì)員的入住體驗(yàn)。
Work as Part of the Guest Relation Team
作為賓客關(guān)系團(tuán)隊(duì)的一員
· Adheres to and implement the health & safety policies to ensure a safe work environment and knowledgeable all safety & emergency procedures.
堅(jiān)持并執(zhí)行健康與安全政策，以確保安全的工作環(huán)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(yù)覽每日和每周的預(yù)到報(bào)表，對(duì)即將入住的特殊特別來賓進(jìn)行標(biāo)注，并跟進(jìn)執(zhí)行預(yù)到禮遇計(jì)劃。
· Attends to referred and unsolved problematic situations such as complaint handling, takes initiative action and be entrepreneurial.
主動(dòng)關(guān)注并參與如客人投訴等待解決問題的跟進(jìn)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(jìn)行預(yù)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(yán)格執(zhí)行與部門相關(guān)的酒店各項(xiàng)政策與程序。
· Ensures clear communication within departments to provide seamless service to all guests.
確保部門內(nèi)的溝通順暢以便為賓客提供無縫且高效的服務(wù)。
Involvement in Wider Job Function Actions/Relationships
進(jìn)一步拓展工作職能
· Participate in training activities to improve knowledge & skills.
參加各項(xiàng)培訓(xùn)來增加自身的知識(shí)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(xùn)，加強(qiáng)管理知識(shí)和技巧。在前廳部部門內(nèi)進(jìn)行交叉培訓(xùn)。
· Ensure cleanliness and appearance of lobby and related areas.
確保大堂及相關(guān)區(qū)域的清潔和外觀符合品牌標(biāo)準(zhǔn)。
· 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(jìn)行有效的溝通以提高賓客體驗(yàn)。
· Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly.
熟悉和掌握財(cái)物安全、急救、火災(zāi)及緊急程序，并確保能夠安全的使用相關(guān)設(shè)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(guān)系的接觸。
Main Complexity/Critical Issues In The Job主要復(fù)雜/關(guān)鍵工作事項(xiàng)
· 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(xù)的效率性和客人信息與賬目的準(zhǔn)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(nèi)所有對(duì)客服務(wù)項(xiàng)目和活動(dòng)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(huì)會(huì)員和貴賓的相關(guān)信息和特殊要求，確保滿足雅高樂雅會(huì)會(huì)員和貴賓的服務(wù)期望。
· Maintains all information security standards compliance of Front Office at 100%.
確保所有信息安全標(biāo)準(zhǔn)都被百分之百的執(zhí)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(jìn)行禮儀電話，收集客人的入住體驗(yàn)并在客人有問題時(shí)立即行動(dòng)，確保客人滿意離開。
Profile概述
Knowledge and Experience知識(shí)和經(jīng)驗(yàn)
· Diploma or Degree preferably in hospitality or related field
酒店管理或相關(guān)專業(yè)的本科或?qū)？茖W(xué)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(nèi)從事至少一年類似崗位的經(jīng)驗(yàn)
· PMS and Office software knowledge
熟悉并掌握Opera酒店管理系統(tǒng)和各類辦公軟件
· Excellent oral and written skills in Mandarin and English
優(yōu)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(huì)或其他忠誠會(huì)員計(jì)劃
· Experienced in guest experience management, understands and can use reporting RPS, etc.
熟悉賓客體驗(yàn)管理體系，并可熟練使用報(bào)表工具對(duì)賓客滿意度進(jìn)行分析
Competencies 技能
· Strong organizational skills
優(yōu)秀的組織能力
· Analytical skills a must combined with creativity and initiative
結(jié)合了創(chuàng)造性和主動(dòng)性的分析能力
· Excellent interpersonal & communication skills
優(yōu)秀的人際關(guān)系和溝通能力
· A passion for perfection
追求完美
· Service oriented with an eye for details
以服務(wù)為導(dǎo)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(yōu)秀的表達(dá)、影響能力
· Adaptable and flexible and able to embrace and respond to change effectively
適應(yīng)性強(qiáng)，靈活并能有效地接受和應(yīng)對(duì)變化