岗位职责
1. Assist guests with all inquiries, both apartment and non-apartment related.
协助客人各种与公寓相关或无关的问询。
2. Conduct effective shift briefings to ensure hotel activities and operational requirements are known.
进行有效的交接班说明工作，以明确公寓活动和运营要求。
3. Maintain detailed knowledge of the activities of the day and alert to any potential problems.
详细了解当日活动情况并留意各种潜在问题。
4. Maintain detailed knowledge of key occurrences in your city/location including directions to key points of interests, restaurants, theaters, shopping, cinemas, sporting and recreational facilities, banks, consulates, transport systems and special events.
详细了解所在城市和地区的情况，包括去往主要地点的路线、以及关于餐馆、剧场、商场、电影院、体育场馆、娱乐设施、银行、领事馆、交通系统和特殊活动的信息。
5. Consult Log Book for information/request left by outgoing shift.
查阅交班人员的工作日志，寻找相关信息和要求。
6. Manage all incoming guest mail, messages, telexes, facsimiles and special deliveries, in accordance with policy.
按照相关政策，对发给客人的信件、留言、电传、传真和特快专递进行管理。
7. Manage outgoing guest mail, courier services, postage of parcels and freighting as directed by guests.
按照客人的要求，对客人寄出的邮件、通过信使服务寄送的信件、 包裹的邮资和货运进行管理。
8. Maintain order and security of guest keys and other selected keys kept in Operation Department, ensuring key issue policy is followed.
遵守钥匙管理政策，保证客人的钥匙及其它存放在运营部的钥匙的安全与有序管理。
9. Receive telephone calls and take messages for guests who are out, in accordance with hotel policy.
依照公寓政策，替外出的客人接听电话和留言。
10. Record incoming registered mail, telegram, parcel, telex in appropriate file.
在相应的档案上对寄给客人的挂号信、电报、包裹和电传进行记录。
11. Night staff check mail, message of expected guests against the system/computer and expected arrivals.
夜岗人员按照电脑系统和预抵房记录对预抵客人的邮件和留言进行查收。
12. Co-ordinate the maintenance of all recreational facilities and equipment.
协调康乐设施和设备的所有保养工作。
13. Coordinate the delivery of all recreational guest services.
协调所有对客康乐服务。
14. Responsible for the safety of all guest services.
负责所有对客服务的安全 。
15. Manage the sale and promotion of departmental products and services.
对部门的产品及服务的销售工作进行管理。
16. Comply with all apartment and corporate guidelines (eg signage guidelines, safety guidelines, etc).
遵守公寓和企业指导方针（如标识指导方针安全指导方针等）。
17. Deliver high quality service to guests.
向客人提供高品质的服务。
18. Adhere to departmental cleaning and maintenance programs.
遵守部门清洁和保养规定。
岗位要求
● Familiar with all department procedures and related customer service requirements.熟悉部门所有程序和相关对客服务要求。
● Strong sense of responsibility.
责任心强。
