MAJORRESPONSIBILIES 責(zé)任概要:
Under the guidance and supervision of the Front Desk Manager, oversee all aspects of communication, coordination and executionof all assigned tasks. Ensures smooth and efficient handling of the FrontOffice operation so that the guest receives utmost care. Provide the necessaryVIP treatment; Work in coordination with Rooms Division and all departmentconcerned to fulfill guest needs and to respond and comply professionally.
有責(zé)任認(rèn)識(shí)認(rèn)可和識(shí)別溫德姆尊貴會(huì)員，及OTA賓客，以提供高質(zhì)量得賓客入住體驗(yàn)，從預(yù)置電話建立聯(lián)系開始，見面和問(wèn)候，到再整個(gè)酒店入住期間，離店中賓客得所有反饋，主導(dǎo)并踐行OTA運(yùn)營(yíng)方案，負(fù)責(zé)管理和監(jiān)督忠誠(chéng)運(yùn)營(yíng)和項(xiàng)目得所有組成部分，與人力資源部門合作，建立適應(yīng)部門的培訓(xùn)體系。
SPECIFIC DUTIES 工作任務(wù) :
1.????Maintainsup to-date information on.
? ? ? ? 良好的溝通和人際關(guān)系技巧。
2.???? Ensures prompt, efficient and courteous service.
? ? ? ? 優(yōu)秀的組織能力。
3.????To walkthe talk about customer delight and be a role model for your team with regardsto “Customer Delights”.
? ? ? ? 在令客人喜出望外方面以身作責(zé)，在集體中起到帶頭作用。
4.????Anticipatesthe needs of the guests and exceed their needs as much as possible.
? ? ? ? 總是預(yù)見并超越客人的期望。
5.????Ensuresall VIP? arrivals receive special attention.
? ? ? ? 確保所有的VIP客人到達(dá)時(shí)受到關(guān)注。
6.????Be awareof the VIP amenities and all requests.
? ? ? ? 了解客人房間的贈(zèng)品和其它要求。
7.????Reviewarrival information on a daily basis; VIP, MB, Regular guests, Groups, specialrequests etc. ，inform Housekeepingand Room Service in time.
? ? ? ? 每班檢查當(dāng)日抵店客人信息，包括貴賓、溫德姆會(huì)員、回頭客人、團(tuán)隊(duì)及OTA賓客的情況以? 及特別要求，及時(shí)將相關(guān)信息通知客房部和送餐部。
8.???? Meets VIP guest in the lobby and offer information pertainingto hotel services and facilities. Welcome and escorts VIPs on their arrival inorder to ensure guest's satisfaction through personal recognition.
? ? ? ? 在大堂迎接貴賓并提供有關(guān)酒店服務(wù)及設(shè)備信息。有客人到達(dá)時(shí)迎接并護(hù)送客人以便識(shí)別確保客人滿意度。
9.????Ensuresguest are recognized and known within the department throughout their stay.
? ? ? ? 確保在客人入住期間充分地讓所在部門內(nèi)所有員工認(rèn)識(shí)客人。
10.? Ensures all guests are greeted upon check in and departure.
? ? ? ? 所有客人入住及離店時(shí)迎送客人。
11.? Be a role model for the associate in your support for thisprogram and help associate or get involvement from them.
? ? ? 為賓客關(guān)系主任作好榜樣工作中協(xié)助他們。
12.? Takes quick and decisive action to eliminate potentialmotivation hazards.
? ? ? 采取迅速，果斷的措施，以消除潛在的影響工作熱情的危機(jī)。
13.? Earn a level of trust and respect throughout the organizationthrough hard work and dedication.
? ? ? 通過(guò)努力工作的獻(xiàn)身精神去贏得部門中每位員工的信任與尊敬。
14.? Ensure all GSA are completely familiar with computer systemsand the standards operation of their areas. E.G.? Business Center, Traders Club, ServiceCenter.
? ? ? 確保所有賓客服務(wù)員熟練掌握電腦系統(tǒng)知識(shí)和標(biāo)準(zhǔn)服務(wù)程序。
15.? Oversees lobby operations ensuring that guests are handledquickly and efficiently in all their needs.
? ? ? 監(jiān)管大堂營(yíng)運(yùn)確保所有顧客的需求得以高效快捷的處理。
16.? Assist Reception with group check-in. Conduct hotel tours, forboth general facilities and rooms.
? ? ? 協(xié)助前臺(tái)為團(tuán)隊(duì)辦理入住，引導(dǎo)團(tuán)隊(duì)并介紹酒店總體設(shè)施及場(chǎng)所。
17.? Ensure that lobby area is kept clean at all times andcoordinate with Housekeeping to ensure this.
? ? ? 與客房部密切聯(lián)系，確保大堂隨時(shí)處于一個(gè)干凈整潔狀態(tài)。
18.? Ensures emergency procedures are in place and can be easilyenacted on a 24 hours basis.
? ? ? 確保緊急疏散程序在全天24小時(shí)內(nèi)都可以隨全時(shí)適用。
19.? Ensures that the environmental initiatives are adhered to inthe workplace.
? ? ? 確保工作區(qū)域環(huán)保措施的施行。
20.? Constantly identify potential environmental improvementinitiatives which can be included in the environmental management program.
? ? ? 不斷地探求利用環(huán)保的改進(jìn)措施，納入環(huán)保管理方案。
21.? Monitor and conduct a smoothly procedure of PM daily, ensuredistribution, enrolment, collection back and record operate properly accordingto standard.
? ? ? ?監(jiān)控和引導(dǎo)日常正確和流暢的賓客調(diào)查工作，確保日常分發(fā)，申請(qǐng)，回收和記錄的操作都按照標(biāo)準(zhǔn)進(jìn)行。
22.? Analysis PM and collect guest comments and material, maintenanceand improve operation & performance standard.
? ? ? ?分析賓客意見調(diào)查表格，糾正和改進(jìn)標(biāo)準(zhǔn)程序。
23.?Conductthe regular meeting according to the guest comments, to improve service quality.
? ? ? ?分析賓客意見調(diào)查資料，召開例會(huì)，與相關(guān)研討，從而提升服務(wù)質(zhì)量。
27. Be familiar with the Room Rate、discount、packageprice、hotel facilities and special events and otherinformation.
? ? ? ?熟悉房費(fèi)、折扣、包價(jià)、酒店設(shè)施和特殊活動(dòng)等相關(guān)知識(shí)。
28. Promoting the hotel's products and services by introducingthe hotel's services and facilities to guests
? ? ? ?通過(guò)不斷向客人介紹酒店服務(wù)與設(shè)施，從而促銷酒店的產(chǎn)品與服務(wù)。
29.?Ensure guest complaints are recorded and resolvedpromptly and correctly, try to avoid guests leaving with unsatisfied, solicit the assistance of Guest Service Managerif necessary.
? ? ? ?確保迅速、正確記錄與解決客人投訴，盡量避免客人帶著不滿意離開酒店，必要時(shí)征求賓客服務(wù)經(jīng)理或前廳部經(jīng)理的幫助。
32. Follow the guestservice standard of Hotel in the work，make sure the guest satisfaction?score on the Guest Voice and Ctrip up to standard.
? ? ? ?在工作中遵循酒店對(duì)客服務(wù)滿意標(biāo)準(zhǔn)，確保賓客滿意度和攜程中賓客滿意度的分?jǐn)?shù)達(dá)標(biāo)。
33. Payattention to the situation of the department staff and achieve the objectivesof the department staff satisfaction survey.
? ? ? ?關(guān)注部門員工工作情況，使部門員工達(dá)到賓客滿意度調(diào)查的目標(biāo)。
34.?Participate in the rotation of Guest Service Manager and?Executive?Lounge Manager.
? ? ? 參與賓客服務(wù)經(jīng)理及行政酒廊經(jīng)理的輪崗工作。
