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崗位職責/職位描述

·Ensures that all Front Office employees deliver the brand promise and provide exceptional guest service at all times.

始終確保所有前廳員工實現酒店品牌的承諾并提供超出客人預期的服務。

·Ensures that Front Office employees provide excellent service to internal customers as appropriate.

確保前廳部員工提供給內部客人優質的服務。

·Assists in greeting and checking-in VIP and Long Stay guests.

協助問候和給貴賓及常住客人提供入住登記服務。

·Ensures that all Front Office employees are aware of current promotions, policies and other important information.

確保所有前廳部員工理解最新的促銷，政策和其他重要信息。

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

確保所有前廳部員工熟悉掌握酒店的產品知識及服務標準。

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

不斷推行客人獎勵項目并且更新客史數據。

·Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.

禮貌且高效地處理所有內部及外部客人的投訴及要求，并跟進確保問題的圓滿解決。

·Personally and frequently verify that guests are receiving the best possible service during check-in and check-out.

經常親自確認客人在入住登記和辦理離店時能否得到盡善盡美的服務。

·Spends time in Front Office areas to ensure that the area is managed well by the respective team and deliver the brand promise.

出現在前廳區域, 確保相應的班次有條不紊的運作并且實現酒店品牌的承諾。

·Maintains positive guest and colleague interactions with good working relationships.

維護客人與同事間的良好關系。

·Ensures that guest history records are accurately maintained and all repeat guests are pre-registered.

確保客史檔案的準確性，以及所有回頭客能做提前登記。

·Coordinates VIP movements with relevant Departments as advised.

與相關部門協作，協調貴賓在店內的各項活動。