用微笑,眼神交流,友好的語言問候,盡可能稱呼客人的名字來歡迎和感謝每一位客人。
Greet and thank each guest with a smile, eye contact, friendly words, and by their first name whenever possible.
與客人就他們的入住體驗、酒店服務和酒店所在地景點/產(chǎn)品進行交談。
Talk to guests about their stay, hotel services and local attractions/products.
使用品牌或酒店的具體程序,積極聆聽和回應客人的問題、疑慮和要求,已解決問題,使客人滿意,并建立信任。
Use brand or hotel specific procedures to actively listen to and respond to guest questions, concerns and requests, to resolve issues to guest satisfaction, and build trust.
擔任部門的榜樣或?qū)?與員工一起工作,履行技術或職能的工作職責。
Serve as a role model or mentor for the department, working with employees to perform technical or functional job duties.
協(xié)調(diào)任務并與其他部門合作,以確保部門的有效運行。
Coordinate tasks and cooperate with other departments to ensure the effective operation of the department.
分配并確保工作任務按時完成,并達到適當?shù)馁|(zhì)量標準。
Assign and ensure that work tasks are completed on time and to appropriate quality standards.
協(xié)助管理層準備員工的排班表。協(xié)助管理層準備員工的考勤報表(例如確保準確性、調(diào)整和分配)
Assist management in preparing employee schedules. Assist management in preparing employee attendance reports (e.g. ensuring accuracy, adjustment and distribution).
確保員工接受關于公司核心價值觀、工作角色、職責以及技術和服務方面的培訓。
Ensure that employees are trained on the company's core values, job roles, responsibilities, and technical and service aspects.
聽取員工關于改進工作方式和服務方式的建議,并根據(jù)需要獲得管理層的支持,以便采取行動。
Listen to suggestions from employees on how to improve working practices and service delivery and get support from management to take action as needed.
確保員工遵守酒店標準和政策以及外部法規(guī)(如安全、職業(yè)安全與衛(wèi)生條例和食品標準等部門特定程序)。
Ensure that employees comply with hotel standards and policies as well as external regulations (such as sector-specific procedures such as safety, occupational safety and health regulations and food standards).
立即溝通
