Job Summary
职位简述
To be the point of contact for the resort customer requests by providing an exemplary guest experience. To provide all customers with efficient and prompt service through instant anticipation to customer needs and requests.
通过提供典范的宾客体验,成为度假村宾客要求的联系人。通过即时预期地为宾客提供高效,及时的服务,满足宾客的需求和要求。
Key Duties and Responsibilities
主要义务和职责
▪ Adhere with the resort and department general policies, procedures, and standards.
遵守度假村和部门总的政策,程序和标准。
▪ Strictly abides by the standard policies and procedures governing instances or cases of emergency and critical situations.
严格遵守有关紧急情况的实例或案件的标准政策和程序。
▪ Understands customer expectations and act accordingly to various needs/requests, and gather information by asking the right questions, and listening to customers uncover unique needs.
了解宾客期望,并根据各种需求/要求采取相应行动,通过提出正确的问题收集信息,并听取宾客提出的独特需求。
▪ Provides accurate information to the internal and external customers in a clear, courteous and professional manner.
以清晰,礼貌和专业的方式向内部和外部宾客提供准确的信息。
▪ Listens, questions and analyses to determine underlying needs of customer concerns. Rectify whenever possible, the customer concerns.
通过倾听,提问和分析,以确定宾客的潜在需求。 尽可能纠正宾客的顾虑。
▪ Report any other issues in guest rooms that might affect guest stay to respective departments.
在客房中报告任何可能影响到宾客入住的问题给相关的部门。
▪ Report any guest dissatisfaction to GSC team members for immediate action and follow up.
及时向宾客服务中心的员工报告宾客的不满便于尽快采取行动及跟进。
▪ Carries out work independently as required and delivers what is promised.
根据需要独立进行工作,并提供承诺过的服务
▪ Believes in the company values, vision and mission statement, accordingly, complete work with energy and enthusiast.
相信公司的价值观,愿景和使命宣言,相应地,充满活力和热情的工作。
▪ Willingly shares information with other team members and encourages team work.
愿意与其他团队成员分享信息,鼓励团队合作。
▪ Treats company property with care and minimize wastage in resort.
小心对待公司财产,尽量减少度假村的浪费。
▪ Demonstrate flexibility as required by Logistic management according to work load.
物流部的管理层会根据工作量灵活调整当日工作安排。
▪ Check and ensure communication device is in a good working condition at all times.
检查并确保通信设备始终处于良好的工作状态。
▪ Anticipate guest requests within the standard set time for each job.
在每个工作设置的标准时间内达到宾客需求。
▪ Ensure store room has full inventory at all times and all the store items are in good condition and in a proper order.
确保仓库始终具有完整的库存,并且保证所有的物品都处于良好状态并按照正确的顺序摆放。
▪ Ensure understanding guest requests before proceeding with the job and confirming back the request with the GSC or housekeeping coordinator if any doubts.
在进行工作之前,请务必了解宾客的要求,如有任何疑问,请与宾客服务中心或客房部协调员确认请求。
▪ Provide guests with clear guidance on all steps needed to complete their request in case of multiple requests or technical assistance.
如果宾客有多个需求或者需要技术上的帮助,要根据他们的需求提供所有步骤的清晰指导。
▪ Ensure all items delivered to guest rooms are in proper working order and good condition as per the set standards.
要确保根据设定的标准给宾客递送物品,并保证物品的正确性和完整性。
▪ Report and escalating to team leader any task that needs technical assistance and immediate attention.
及时向团队领导报告任何需要技术援助和即时关注的任务。
▪ Communicate any major jobs in guest rooms with team leader for action and follow up.
与团队领导沟通客房中的任何主要工作,并采取行动和跟进。
▪ Follow up closing and confirming back completed jobs.
跟进关闭并确认已完成的工作。
▪ Communicate any outstanding issues to the Team Leader or Assistant Manager Logistic for immediate action.
将任何未解决问题与物流主管或副经理沟通,立即采取行动。
▪ To have an in depth knowledge of resort facilities & city information.
深入了解度假村设施和城市信息。
▪ To be aware of functions, facilities, promotions and events taking place in the resort.
熟知在度假村发生的宴会,设施,促销和事件活动。
Skills, Experience & Educational Requirements
技能、经验和教育要求
Previous experience would be advantageous
相关经验者优先
Basic knowledge of Microsoft Office applications
微软办公软件的基础知识
Basic administrative and organization skills
基本的行政和组织技能