Duties and Responsibilities工作職責(zé)
PEOPLE員工團(tuán)隊(duì)
·???????? High awareness of Guest service and sense of? Job
Responsibility?
有對(duì)客服務(wù)意識(shí)和較強(qiáng)的工作責(zé)任心
·???????? Positively? achieve all the training course assigned by serving section
積極認(rèn)真完成部門(mén)安排的各項(xiàng)培訓(xùn)
·???????? Be familiarized in and obey all the policies or regulations of the hotel
認(rèn)真了解并嚴(yán)格遵守酒店規(guī)定的各項(xiàng)政策與制度
·???????? Be familiarized in and obey all the policies of the section; Follow any reasonable arrangement?
認(rèn)真了解并嚴(yán)格遵守部門(mén)制度；服從部門(mén)的合理安排
·???????? Sense of Team work and sharing experience
有團(tuán)隊(duì)幫助與分享精神
·???????? Sense of Positive communicating and reaching for help
有積極溝通并尋求幫助的意識(shí)
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GUEST EXPERIENCE賓客體驗(yàn)
·???????? Be stationed at entrance to Hotel lobby to welcome all guests into the hotel
·???????? 在酒店大堂的入口歡迎所有進(jìn)入的客人。
·???????? Make sure we leave 1st impressions on our guests in an excellent way.
確保我們給我們的客人留下了美好的第一印象。
·???????? Greets all guests at all times in a friendly and helpful manner and attempts to learn and use guest’s name at every opportunity?
隨時(shí)以友好和樂(lè)于協(xié)助的態(tài)度迎接客人，并盡量了解和稱(chēng)呼客人的名字。
·???????? Registers and rooms all arrivals according to established procedures
按照既定工作程序?yàn)樗衼?lái)客登記并安排房間。
·???????? Maintains intimate knowledge of departmental standards and procedures
熟知部門(mén)標(biāo)準(zhǔn)工作程序。
·???????? Keeps abreast of all modifications to accounting policies and procedures
隨時(shí)留意會(huì)計(jì)政策和工作程序的變化 。
·???????? Knowledgeable of all special promotion procedures, for programs such as; Seasonal Packages, Frequent Flyers Programs, and also Intercontinental Hotels Group Loyalty programs.
熟知所有特別促銷(xiāo)活動(dòng)，如：季節(jié)性套餐計(jì)劃、常客優(yōu)惠計(jì)劃以及洲際酒店集團(tuán)忠實(shí)方案。
·???????? Assisting attends to guest’s complaints, inquiries and requests, referees problems to Manager if he/she unable to assist
協(xié)助處理客人的投訴、問(wèn)詢和請(qǐng)求，如果自己無(wú)法提供協(xié)助，則將問(wèn)題轉(zhuǎn)給經(jīng)理。
·???????? Does everything possible to ensure that the guests depart the hotel with a positive impression of hotel service
盡一切努力確保客人在離店時(shí)會(huì)對(duì)酒店的服務(wù)有很好的印象。
·???????? Maintains comprehensive knowledge of standard reservation procedures including correct forms to use, how to read e-mail, messages, and how to interpret availability sources within the reservation systems
全面了解標(biāo)準(zhǔn)的預(yù)訂工作程序，包括如何正確使用表格，如何讀電子郵件和留言，以及如何在預(yù)訂系統(tǒng)內(nèi)對(duì)房源情況進(jìn)行解讀。
·???????? Ensure arrival list for the current day is check at the start of the shift to ensure all guest profile notes and preferences are fully understood.
確保在值班開(kāi)始時(shí)檢查當(dāng)日預(yù)進(jìn)客人名單，以保證所有客人的客史備注和喜好都被跟進(jìn)。
·???????? Assist guest with luggage if required
如果有需要需幫助客人拿行李。
·???????? Escort the guest to the check in counter.
伴隨客人到辦理入住的柜臺(tái)。
·???????? Serve welcome drink.
呈上歡迎飲料。
·???????? Offer site inspection of the rest of the hotel (Restaurants, Bar, SPA, Gym, Concierge desk)
主動(dòng)介紹酒店其它區(qū)域的服務(wù)（餐廳、酒吧、水療、健身房、禮賓臺(tái)）。
·???????? You have to attend all training courses on time and you ensure that the training which you attend will be followed up by together with your Manager.
你必須按時(shí)參加所有的培訓(xùn)課程并且確保你參加的培訓(xùn)應(yīng)由你的經(jīng)理一起跟進(jìn)完善。
·???????? You will at all times show a professional image of the Intercontinental Nanjing in from of all guests.
你應(yīng)隨時(shí)在所有客人面前都展現(xiàn)出專(zhuān)業(yè)的形象。
·???????? Record all the needs and preferences of each guest into the guest history log book on a daily basis.
每天都在賓客客史檔案里記錄下每個(gè)客人的所有需求和喜好。
·???????? You will focus on all what’s the guest needs.
你應(yīng)關(guān)注于客人的需求。
·???????? It is responsibility of the employee to ensure that you learn and remember what you have been taught.
員工有責(zé)任確保學(xué)習(xí)并記住被告知內(nèi)容。
·???????? Make sure the guest feels “The ICGZ” is his home away from home.
確保客人感受到“廣州保利洲際酒店是他的家外之家”。
·???????? Respond to guest needs at any time, make them feel welcome.
任何時(shí)刻都為客人的需求負(fù)責(zé)到底，令他們感到溫馨。
·???????? Follow the greeting standards towards any customer (internal& external) at any time.
在任何時(shí)刻遇見(jiàn)任何客人（店內(nèi)和店外）都應(yīng)按照標(biāo)準(zhǔn)問(wèn)好。
·???????? Coordinate with Concierge to arrange restaurant bookings, theatre, limousine, sightseeing and etc.
與禮賓部溝通以安排餐廳預(yù)訂、劇院、車(chē)輛、觀光等等。
·???????? Make sure before the guest arrival the room is clean and the amenities are in the room.
在客人到店之前確保房間是干凈的且備品均配備在房間。
·???????? Coordinate with kitchen and HSKP that all guest preferences and requests are fulfilled
與廚房和客房中心溝通以滿足所有客人的喜好和需求。
·???????? Report complaints from Club Floor guests to your Supervisor. Respond to guest needs at any time
任何時(shí)刻都應(yīng)跟進(jìn)客人的需求。
FINANCIAL RETURNS財(cái)務(wù)回報(bào)
·???????? Think economical for the department at any time.
在任何時(shí)刻都從部門(mén)的經(jīng)濟(jì)角度考慮。
·???????? Do not waste anything.
絕不浪費(fèi)任何物品。
·???????? Never use anything which is there for the guest unless your Manager has authorized you to do so
????? 除非得到你的經(jīng)理授權(quán)，決不允許使用任何客用品。
RESPONSIBLE BUSINESS企業(yè)責(zé)任
·???????? Ensure cleanliness of all Hotel lobby areas at any time.
任何時(shí)刻都應(yīng)確保酒店大堂入口區(qū)域的整潔衛(wèi)生。
·???????? Follow up regular cleaning schedules.
跟進(jìn)完成日常衛(wèi)生值日表。
·???????? Report to your Manager if not enough stock is available.
如果出現(xiàn)庫(kù)存物品不足應(yīng)匯報(bào)給你的經(jīng)理。
·???????? Ensure all the working equipment is functional
確保所有的工作設(shè)施設(shè)備運(yùn)行正常。
·???????? Maintains exemplary deportment standards of behavior and appearance and attitude as expected in a IHG Brand
按照洲際酒店集團(tuán)品牌的預(yù)期保持自己行為、外表和態(tài)度的高標(biāo)準(zhǔn)。
·???????? Takes personal interest and pride to ensure that the front desk work area is kept clean and in an orderly state al all times
隨時(shí)保持前臺(tái)工作區(qū)域的整潔和有序，并以此作為自己的個(gè)人興趣和驕傲 。
·???????? Endeavors to maintain the high standards of the hotel with particular regard to the importance of IHG Loyalty Program member and other VIP’s and with reference to hotel and to be a health or safety hazard
力爭(zhēng)保持酒店的高標(biāo)準(zhǔn)，特別注意洲際酒店集團(tuán)忠實(shí)計(jì)劃會(huì)員及其它貴賓的重要性，并重視酒店的健康和安全隱患等問(wèn)題。
