崗位職責(zé)
·???????? Greets all guests at all times in a friendly and helpful manner and attempts to learn and use guest’s name at every opportunity?
·???????? 每時(shí)每刻都友好熱情的歡迎和接待所有客人,努力自我學(xué)習(xí)并利用每個(gè)機(jī)會(huì)稱呼客人的名字。
·???????? Registers and rooms all arrivals according to established procedures
·???????? 根據(jù)相關(guān)程序登記并引領(lǐng)所有的入住客人。
·???????? Maintains intimate knowledge of departmental standards and procedures
·???????? 熟知部門的標(biāo)準(zhǔn)和程序。
·???????? Greet the guests upon their arrival and escort them to the Executive Lounge for check-in if the reception desk if occupied by other guests.
·???????? 如在前臺(tái)繁忙的情況下主動(dòng)的歡迎和護(hù)送客人到行政酒廊辦理登記入住手續(xù)。
·???????? Performs check in, check out and room change procedures and ensures all data are entered completely into the hotel systems in accordance with reservation if there is a need of assist. Co-ordinate with other departments or sections for all requires from guests.
·???????? 準(zhǔn)確操作入住,退房和換房的電腦系統(tǒng),確保輸入酒店系統(tǒng)里的數(shù)據(jù)和預(yù)定保持一致，和其他部門緊密協(xié)作以滿足客人要求。
·???????? Keeps abreast of all modifications to accounting policies and procedures
·???????? 與同事一起共同遵循和保證所有財(cái)務(wù)政策和程序的更新。
·???????? Ensure the breakfast, afternoon tea and evening cocktails are set up accordingly.
·???????? 確保相應(yīng)的準(zhǔn)備早餐,下午茶,雞尾酒會(huì)。
·???????? Delivers newspaper and magazine in the Club rooms
·???????? 發(fā)放報(bào)紙和雜志給行政樓層客人。
·???????? Ensure the cleanliness of the Club Floor and lounge at all times
·???????? 每時(shí)每刻口確保行政酒廊和樓層的清潔。
·???????? Knowledgeable in the F&B lounge menu and cocktail drinks
·???????? 熟悉餐飲菜單和所提供的雞尾酒會(huì)酒水服務(wù)。
·???????? Knowledgeable of all special promotion procedures, for programs such as; Seasonal Packages, Frequent Flyers Programs, and also HUALUXE Hotels Group Loyalty programs.
·???????? 熟悉所有推廣的程序，比如，季度推廣，航空會(huì)員計(jì)劃，酒店集團(tuán)的忠誠(chéng)計(jì)劃。
·???????? Attends to guest’s complaints, inquiries and requests, referees problems to supervisor/ Executive Club Manager if he/she unable to assist
·???????? 關(guān)注客人的投訴，詢問和需求,在不能解決的情況下立即匯報(bào)主管或行政樓經(jīng)理。
·???????? Does everything possible to ensure that the guests depart the hotel with a positive impression of hotel service
·???????? 為給客人離店之前留下美好的印象做出一切努力。
·???????? Maintains comprehensive knowledge of standard reservation procedures including correct forms to use, how to read telex, e-mail, messages, and how to interpret availability sources within the reservation systems
·???????? 確保充分了解酒店預(yù)定部的標(biāo)準(zhǔn)程序，包括正確的填寫表格，怎樣讀取電傳文字，郵件，留言，怎樣在預(yù)定系統(tǒng)里解釋來源的有效性。
·???????? Maintains exemplary deportment standards of behavior and appearance and attitude as expected in a ICHG Brand
·???????? 確保自己的舉止，行為，外表和態(tài)度和洲際酒店集團(tuán)品牌保持一致。
·???????? Daily to check through IHG Rewards Club members and VIPs list and arrival reports, to check rooms of expected arrival guests and ensure that amenities are prepared and ordered. Upon arrival, greet and welcome them.
·???????? 每日檢查和確保所有當(dāng)日達(dá)到優(yōu)悅會(huì)會(huì)員的房間和歡迎物品是否齊全,在客人入住的時(shí)候親切的歡迎他們。
·???????? Maintain files on Hotels facilities, airline schedules, transportation schedules / routes and course, map and other relevant tourist information.
·???????? 保留所有酒店設(shè)施,航班時(shí)間表,交通線路和地圖相關(guān)旅游信息的存檔。
·???????? Be conversant with all hotels’ activities by reading event order, Public Relations materials and also promotion of competitor advertisement in the media for details on special promotion.
·???????? 通過閱讀宴會(huì)訂單，公關(guān)部的相關(guān)材料，熟悉所有酒店的活動(dòng)安排，同時(shí)了解競(jìng)爭(zhēng)對(duì)手通過各種媒介進(jìn)行的廣告宣傳和推廣。
·???????? Attends to all guests’ queries / complaints and channel feedback to the relevant Department Heads for appropriate actions.? All such queries and complaints must be given immediate attention.? If necessary, to pacify while investigate is being carried on and also it must be recorded it the logbook.
·???????? 留意客人的要求和投訴，及時(shí)反饋給相關(guān)的部門領(lǐng)導(dǎo),所有的要求和投訴必須立即得到解決，在有的情況下,
先安撫客人同時(shí)在交接本上做好記錄。
·???????? Distributes VIP release to department concerned after having obtained room members. Check additional VIP report for delivery of special amenities and prepares additional requisition for VIP Walk In for distribution.
·???????? 和相關(guān)部門緊密溝通貴賓客人的相關(guān)信息,同時(shí)檢查更新的貴賓到達(dá)報(bào)表,同時(shí)保證相應(yīng)的歡迎物品要齊全,包括準(zhǔn)備無預(yù)定貴賓的歡迎物品。
·???????? Accepting reservations for the next destination hotel bookings
·???????? 為客人預(yù)定下一站酒店。
·???????? Providing assistance with specific queries or problems
·???????? 根據(jù)客人具體要求和疑問提供幫助。
·???????? Checks long staying guest list for sending weekly fruits and flowers.
·???????? 每周檢查長(zhǎng)住客人報(bào)表并發(fā)水果和鮮花。
·???????? Bid farewell to VIP checking out guests.
·???????? 在退房時(shí)熱情歡送貴賓。
·???????? To arrange a birthday gift to Resident guest especially Long Staying Guests or Returning Guests,
·???????? 為現(xiàn)住客人特別是為長(zhǎng)住客人和回頭客人安排生日禮物。
·???????? Endeavors to maintain the high standards of the hotel with particular regard to the importance of IHG Rewards Club member and other VIP’s and with reference to hotel and to be a health or safety hazard
·???????? 努力為優(yōu)悅會(huì)會(huì)員和貴賓創(chuàng)造一個(gè)安全,優(yōu)雅,高品質(zhì)服務(wù)。
·???????? Assist in any other duties as assigned
·???????? 完成其他分配的任務(wù)。
崗位要求
1.大專以上文化程度，流利的英語口語；
2.性格開朗、頭腦靈活、工作踏實(shí)，具有較強(qiáng)的服務(wù)意識(shí)、推銷意識(shí)和責(zé)任感；
3.通曉酒店各項(xiàng)對(duì)客政策、設(shè)施設(shè)備及服務(wù)種類以及總臺(tái)工作程度和規(guī)范。
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