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崗位職責/職位描述

§? 實現酒店品牌的承諾并提供超出客人預期的服務。

Delivers the brand promise and provide exceptional guest service at all times.

§? 為內部的客人提供優質的服務。

Provides excellent service to internal customers as appropriate.

§? 熟悉酒店的產品知識和服務標準以及政策。

Be familiar with the hotel’s products and services and policies.

§? 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。

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

§? 維護客人與同事間的良好關系。

Maintains positive guest and colleague interactions with good working relationships.

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§? 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。

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

§? 確保客史檔案的準確性，以及所有回頭客能做提前登記。

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