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崗位職責/職位描述

1.??????To greet guests on arrival at the hotel and conduct check-in and registration procedures.

歡迎客人來到酒店，為客人辦理入住手續.

2.?????To check villas prior to guests check-in to ensure they are clean, properly equipped and in a high standard of maintenance.

在客人辦理入住手續之前，要為客人核實房間是否打掃好，同時要確保房間的設施等是否符合酒店高標準.

3.?????To handle guest complaints, inquiries, and comments, log them and initiate appropriate action and follow up.

解決客人的投訴，回答客人的問題，滿足客人的需要，并詳細記錄下來。對于不能滿足的問題，要及時跟進.

4.?????To maintain an up to date files and information on tours, sightseeing and points of general interest and make the necessary bookings when requested.

給客人提供最新的旅游信息，各旅游景點的資訊，必要時客人預定行程。

5.?????To handle inquiries by providing appropriate information.

通過提供適當的信息解決客人詢問.

6.?????To conduct inspections of the public areas of the main lobby ensuring a high standard of cleanliness and maintenance and initiating appropriate action where necessary.

維護公共區域整潔，主要是確保大堂的干凈整潔。

7. ? ? ?To ensure that guests expectations are met or exceeded by providing an efficient, friendly and attentive service.

通過提供高效、友好、及時的服務，達到并超過客人的期望.

8.?????To conduct hotel site inspections when directed.

按指示進行酒店參觀及介紹。

9.?????To update teleguides in the hotel computer system (Opera).

及時更新電話信息，并將信息輸入OPERA系統。

10.?????To assist Telephone Operator?to handle the hotel wake up systems.

協助總機準確地完成叫早服務.

11.?????To take and forward messages accurately and in a timely manner.

準確、及時禮貌地記錄并轉達信息.

12.?????Administers the hotel’s billing system for telephone charges.

管理酒店電話收費系統.

13.?????Handles customer complaints if possible, or reports them to supervisors.

盡可能處理客人投訴，或及時向主管匯報.

14.?????Ensure the Supervisor is informed of any malfunction of equipment in the Operator room.

確保將所有總機設備故障的信息告知主管。

15.?????To upsell all hotel, spa and gallery facilities.

向客人推薦，銷售酒店更好的房間，水療和精品閣的商品。

16.?????To entertain guests as and when appropriate.

熱情地接待客人。

17.??To ensure that guest check out arrangements are in order, abide to the cashiering policies &?standards, and to bid the guests farewell.

確保用酒店的標準程序為客人辦理退房手續并歡送客人。

18.??To assist Telephone Operator when required.

必要時要協助總機的工作。

19.??To carry out administrative requirements as directed.

落實行政要求的指示。