1.
Be responsible for the operation of
the guest service center Department
2.
Ensure prompt, polite and accurate
handling of all telephone calls and messages
3.
Be completely familiar with the
hotel’s telephone system and related functions, i.e. voice mail, call logging etc
4.
Be completely familiar with PABX and
CAS system,know operate, back up and night
audit procedures
5.
Skillful use Business center
equipments and remain high service standards
6.
Ensure that staff adhere to the
hotel’s policies and procedures when carrying out their duties
7.
Remain the high standards for all
service items in guest Service Center and Business
Center
8.
Be completely familiar with Fire
Emergency Procedure and other Emergency procedures, Guest Service Center Department’s
role in emergencies and ensure all GSA’s knowledge of these procedures
9.
Ensure that operating equipment is
kept in good working order and communicate with IT and Engineering to find and
solve problems
10. Ensure that the working area is kept clean and tidy at all times
11. Identify VIP, regular guest and long staying guest and build
rapport to offer personalized service and assistance
12. Supervise Due out rooms and adhere to Late check-out and Financial
Policies
13. Responsible for prompt and accurate handling of guest’s wake up
calls
14. Handling of guest and internal messages
15. Responsible for Personal Guest Service and prompt response to guest
request
16. Assist in ensuring effective internal communication and play an active
role in this
17. Take part in the preparation of department goals and objectives
with GSC Manager
18. Set up systems to capture guest feedback and present this to the Guest
Service Center Manager on a regular basis
19. Coordinate work operations within the unit
20. Develop performance standards for operations in the unit
21. Prevent and resolve grievances
22. Discipline staff when necessary
23. Prepare staff rosters to meet business demands
24. Facilitate multi-skills
25. Maintain up-to date staff records
26. Provide ongoing advice and support to staff under your supervision
27. Supervise staff performance
28. Implement appropriate management practices that provide staff
motivation and communication
29. Manage the delivery of high quality service to guests
30. Manage the development and implementation of guest service
strategies
31. Ensure guest needs and reasonable requests are met
32. Seek opportunities to continually improve guest service
33. take appropriate action to resolve guest complaints
34. promote the hotel and Sheraton products and services
35. Maintain a high level of product and service knowledge in order to
explain and sell services and facilities to guests
36. Log security incidents and accidents in accordance with hotel
requirements
37. Ensure a high level of cleaning is maintained in work area
38. Set team goals in consultation with team members according to
hotel/department goals, policies and practices
39. Maintain and update the Opera Telephone Book and Concierge
Information Book to ensure all information is up to date and relevant
40. Ensure all reporting and servicing deadlines are met on a timely
basis
41. Abide by the CARES policies
42. Abide by the Hotel’s Policies and Procedures, Sheraton Code of
Business Conduct and the hotel’s Associate Handbook
43. Carry out tasks as
directed by your supervisors
1.
负责宾客服务中心和商务中心的工作
2.
确保迅速地、有礼貌地和准确地处理所有的来电和信息
3.
完全熟悉酒店的电话系统和相关功能,例如:语音信箱、传呼系统
4.
熟练操作PABX 和电话计费系统,熟悉操作、备份和夜审程序
5.
熟练使用商务中心各种设备,维护高水平的服务标准
6.
确保员工当班工作时执行酒店的政策和程序
7.
对宾客服务中心和商务中心所有的服务项目维持高水平的服务标准
8.
完全熟悉火警程序和其它应急程序,以及紧急事件中宾客服务中心的作用并确保所有宾客服务中心员工也熟悉这些程序
9.
确保操作设备保持良好的工作状态,与电脑部和工程部保持良好得沟通及时解决问题。
10.
确保每时每刻保持工作区域的干净和整洁
11.
识别贵宾、常规客人和长住客人并且亲善地提供个性化的服务和帮助
12.
管理控制预退房间,延迟退房房间,保证酒店最大效益。
13.
负责迅速准确地为客人提供叫醒服务
14.
负责迅速准确地处理客人以及酒店各部门的留言
15.
负责“个人性化服务”并迅速处理客人要求
16.
确保积极参与并实施有效地内部沟通
17.
与宾客服务中心经理一起参与准备部门的目的和目标
18.
系统化建立客人反馈并定时向宾客服务中心经理汇报
19.
在部门内进行工作协调
20.
提高部门的工作标准
21.
避免和调解争端
22.
约束员工遵守纪律
23.
根据工作需要安排员工班表
24.
鼓励员工贯彻多技能
25.
保持新员工记录
26.
在管理中对员工提供持续可行的建议和支持
27.
指导员工表现
28.
实施合适的管理方式给予员工动力和沟通
29.
负责提供优质对客服务
30.
负责建立和完成对客服务战略
31.
确保顾客需求和合理要求被满足
32.
不断寻找机会发展对客服务
33.
采取合适的行为解决客人投诉
34.
促销酒店与喜来登的产品与服务
35.
保持对产品与服务的高度了解以便于向客人解释和销售服务与设施
36.
依照酒店要求记录安全日记和事故记录
37.
保持维护所在工作区域的高度整洁
38.
根据酒店/部门目标、政策和实际与部门成员一起制定部门目标
39.
维护和更新,确保OPERA 电话本和礼宾部信息的准确性
40.
保证所有报告和服务都按时完成
41.
在工作中遵循喜来登对客服务满意标准
42.
遵守酒店的工作政策及程序,遵守喜达屋的商业行为规范及员工手册中的条款
43.
完成你上级交待的其它任务