• Assist Guest Experience Managers in ensuring smooth operation of each working shift; handling of guest issues; monitor guest satisfaction by evaluating feedback.
协助宾客体验经理确保每个班次运营流畅，通过评估反馈来处理客人问题并监控客人的满意度。
• Promote a helpful and professional image to the guest, and give full co-operation to any guest requiring assistance, with a prompt caring and helpful attitude.
对客塑造一个专业及乐于助人的形象，当客人遇到任何需要帮助的情况时，及时的以关怀和帮助的态度给予充分配合。
• Be fully conversant with all services and facilities offered by the hotel as well as the local surroundings.
要完全熟知酒店及本地其他场所的服务和设施。
• Answer inquires from guests regarding restaurants, transportation, and entertainment in the local area.
要对客人关于本地餐厅、交通和娱乐活动的问题做出回答。
• Suggest off-the-beaten path places to guests to present authentic dinning, entertainment and travel experience.
为客人推荐一些不同寻常的正宗的饮食、娱乐活动以及旅行体验。
• Perform opening and closing procedures at all Guest Experiences Area.
负责所有宾客体验部所属区域的营业和关闭的相关工作。
• Ensure all guests experience a fresh and modern check-in/check-out procedure.
确保所有客人在办理入住、离店手续时，都能有新颖和时尚的体验。
• Assist with luggage and door upon guest request.
当客人提出需要行李和开门服务时应提供相应服务。
• Perform curbside check in for special guests on mobile devices.
使用移动设备为特殊客人在房间办理入住手续。
• Ensure that guest history is maintained accurately and up-to-date.
确保客史信息维护的正确性和时效性。
• Ensure that Guest Experience and surrounding area are kept clean and organized at all times.
确保宾客体验部及其他周边区域随时都保持干净和整洁的状态。
• Anticipate guest needs and offer related services and suggestions accordingly.
预知客人需求，并提供相关服务和建议。
• Find opportunities to surprise and delight guests to create memorable moments.
寻找为客人创造惊喜的机会，从而制造难忘时光。
• Be able to build small talks with guests during every interaction to engage with guests.
能够在每一次与客人相处的时候愉快沟通，从而与客人建立友好的关系。
• Be entirely flexible and adapt to rotate within the different positions of the Guest Experiences or any other Department of the hotel as needed.
能够在需要时完全灵活地工作在宾客体验部各个岗位，或酒店其他各个部门。
• Ensure that all daily special rooms, special request rooms, Long Stay guest rooms for arrivals are blocked in advance and accordingly and welcome amenities are appropriately ordered.
确保所有每日特殊房间，有特别要求的房间，长住客人房间都会在客人抵店前提前锁定，并且提前准备好欢迎礼品。
• Be knowledgeable of all hotel outlets and hours of operation.
熟知酒店所有运营部门信息及营业时间。
• In absence of other department operation during the night, assist all departments to ensure the normal operation when necessary.
在夜间没有其他部门营运的情况下，必要时协作各部门确保正常运行。
• Upsell larger rooms or suites to enhance guest experience and maximize revenue.
推销更大的房间或套房给客人，以提升客人更好的入住体验及酒店收益最大化。
• Cross sell F&B space and products.
交叉销售餐厅餐位及产品。
• Post on a timely basis all laundry, restaurant and other charges as needed.
将客人的洗衣费用、餐饮费用及其他费用及时入账。
• Print room status reports, complete welcome cards/calls and communicate available services and amenities.
打印房态表，完成欢迎卡片/欢迎电话，以及沟通相应的服务及物品。
• Perform daily end of shift deposits and correct "drop" procedures.
完成每日班次结束后结算程序和正确的“投账”程序。
• Review Up-To-Date Report and Trace File on a regular basis during the day.
每天定期检查Up-To-Date Report和Trace File。
• Settle bill accurately through different transaction， including Alipay, Wechat Pay, credit card, cash and etc.
准确地通过不同形式结账，包括支付宝，微信，信用卡，现金等。
• Keep learning not only Guest Experience area but also other Rooms departments and F&B operations.
不断学习宾客体验部的相关知识，及其他运营部门的相关知识。
• Coordinate, process and distribute all incoming reservations during off hours of Reservation Department, and be responsible for telephone inquiries and information services for the hotel.
负责酒店的电话问询、答疑等服务，并在非预订部工作时间，负责协调、处理和分配所有接收到的客房预定。
• Optimize revenue through timely and accurate bookings.
通过及时、准确的酒店相关预订提高酒店收益。
• Complete other tasks that assigned by Management.
完成管理层安排的其他工作。
