Have knowledge of hotel, hotel associates, and hotel services with hours of operations for all departments’ involved and surrounding areas. Has a thorough knowledge of guestrooms including: locations, views, amenities, features, types, etc …
了解酒店、酒店员工以及所有运营服务部门及相关服务区域的营业时间。充分了解酒店客房,包括:房间的布局、景色、便于设施、特色、类型等
Offer the hotel guests the best possible service through courteous and proper phone answering procedures through proper telephone procedures.
通过礼貌及适合的电话服务程序为酒店的客人提供最好的服务。
Be an ambassador by promoting the hotel, restaurant, lounge, gift shops, etc.
作为推销酒店、餐厅、酒廊及礼品店等的代表
Be able to give accurate directions and information regarding the immediate and surrounding area.
能够指出准确的定位及信息对于酒店的直接和周边区域
Handle all emergencies according to established procedures.
掌握所有紧急情况的规定处理程序
Ensure all guest complaints are recorded in the Guest Response Program (Opera&GXP) in a timely and directly professional manner.
确保所有客人投诉都以及时及直接专业的态度输入到客人反馈系统中(Opera&GXP)
Ensure all guests experiencing a problem receive an immediate response along with satisfactory resolved, any promised compensation is delivered and all guests receive appropriate follow up in a timely and professional manner. Practise empowerment!
确保所有客人提出的问题都能够以客人满意的解决方式给予客人反馈,所有承诺的赔偿都能做到,所有客人都能得到及时专业的服务方式。熟练授权
Ensure all individuals designated for follow-up are copied on incident reports and any other pertinent information available.
确保所有需跟进的个别的要求都抄送在事件报表中及任何其它需要提供相关信息的表
Each associate is expected to carry out all reasonable requests by the management, which the associate is capable of performing.
能够按领导层的要求进行较好的执行力
Constantly updates himself/herself with local activities and current events in order to provide guests with information.
自己不断的更新关于本酒店活动及事件的信息,以便于更好的为客人提供信息
Assist those who are on duty with questions or problems that may arise. Be able to take ownership of problems and resolve them.
协助当班的员工发现可能出现的问题,能够承担责任并解决问题
Audit work for accuracy and consistency. Take corrective measures where errors surface and report immediately anything out of the ordinary to the Asst. .Manager of AYS or Mgr. of AYS.
检查工作的准备性及连贯性,采用正确的办法解决错误,并把所有违返规定的事情及时汇报给AYS助理经理或经理
Schedule the roster according to business needs. Monitors attendance records, sick leaves, overtime, and vacation levels.
根据工作需要进行排班,监管员工出勤、病假、加班及假期等
Ensure staff is properly groomed and uniformed at all times.
确保员工仪容仪表及工作符合要求
Promote and display teamwork throughout the hotel.
工作中提升和表现团队合作精神
Oversees the operations in the absence of the Manager of OPERATOR.
在OPERATOR经理不在的情况下,协助监督运营工作
Be involved in interviewing, new hire orientation and training.
参与部门招聘、新员工入职培训及其它培训工作
Communicate daily with manger to assure consistency and pass-on of pertinent information.
与经理沟通每日工作相关的信息,保持工作安排上传下达的连续性
Conducts effective Coaching and Counselling.
进行有效的工作和心理辅导
Assists the Manager of AYS in preparing annual Performance Appraisals.
协助AYS经理准备年度评估
Establish effective 15-minute training and briefing with associates prior to reporting to stations.
坚持每天进行15分钟的例会与培训,汇报目前状况的内容优先
To consistently practise the Gold Standards (RC).
坚持练习黄金准则(RC)
Respect for others and establish a good working relationship with other departments.
尊重他人并与其他部门建立良好的工作关系