Conducts all
activities
of the
Personal Concierge
section related
to
the welcoming of VIP guests such as ordering flowers, sending birthday card, writingwelcome letter or apologies, etc.执行有关对私人礼宾区域的服务,例如:迎接VIP,订花,送生日卡,书写欢迎信或道歉信等等。
1.
Verifies all
VIP
rooms and
Suites
prior to
arrival
of
guests
to ensure
they
are set
up
according to
our
standards, i.e.
Amenities are delivered tothe rooms.
Flowers
have been
sent,
and upon
needs
coordinate work
to
be done
with
Room Service,
Housekeeping
and/ or Engineering
Departments.在VIP到达前,确定房间已按标准设置完毕.例如: 礼品已摆放, 鲜花已送.针对需求, 与送餐服务部,客房部和工程部等部门通力合作。
2.
Escorts VIP
Guests
to their
rooms
upon arrival,
explains
the room
and
hotel facilities
and
offers them
with
assistance for
the
length of
their
stay.VIP到达时，需迎送客人至客房，介绍酒店及客房设施，为他们逗留期间提供帮助。
3.
Maintains high
visibility
in the
lobby
and front
desk
area and
provide
assistance to
our
guests in
a
pro-active way.经常巡视大堂和前台,主动为客人提供协助。
4.
Maintain a
friendly
and caring
relationship
with the
VIP
guests and
long-staying
guests during
their
stay by
making
a courtesy
phone
call, providing
them
with information
on
the hotel
services
and local
sites
of interest,
handling
their requests
such
as
restaurant
reservations
and transportation, etc..与VIP客人和长住客人保持良好关系.在他们入住期间,打礼貌电话征询意见, 为他们提供酒店服务信息及当地风景名胜介绍, 处理他们的特殊要求.例如: 餐厅定位和用车需求。
5.
Handles guest
requests
and complaints
in
a polite
and
efficient manner,
gives
further instructions
to
the relevant
staff
if
needed
to ensure
customer
satisfaction and
maintains
a record
of
all requests
received
from all
guests. To report immediatelyall guest’s comments and complaints to the Guest Service Manager.有礼,有效地处理客人需求和投诉,如果有必要,给相关人员提供指导以保证客人满意.记录下所有客人需求和投诉, 以便进一步跟踪。任何关于客人的意见和投诉，需第 一时间汇报给宾客服务经理。
6.
Farewells VIP
guests
upon their
check
out by
enquiring
about their
stay,
inventing them
over
again and
if
needed helping
them
with their
future
reservation.VIP结帐离店时, 进行告别, 询问入住期间情况, 邀请他们下次光临.如有必要, 帮助他们预订下次房间。
7.
Collects guests
questionnaires
to track
guest
feedback on
the
service they
received
during their
stay,
analyses and
summarizes
their comments
for
the hotel
management
and makes
recommendations.收集宾客意见,以便掌握他们在店期间所受服务的反馈,分析归纳他们的意见,提供合理化建议。
8.
During peak
period,
provides help
and
support to
the
Front Desk
with
check-in, check-out
and
handling guest
requests.高入住率期间,协助前台工作,帮助登记入住,结帐和处理客人特殊要求.
9.
Coordinates with
Front
Office Management,
Housekeeping
and Room
Service
all activities, such
as
the rooms
and
suites inspections,
arrival
and welcome
of
the VIPs,
check-in,
luggage handling
and
check-out to
ensure
all runs
smoothly.与前厅部其他管理人员,客房部和送餐服务部紧密合作,确保诸如VIP入住的房间检查,迎送VIP登记入住,结帐和行李运送等服务顺畅。
10.
Keeps updated
of
all information
concerning
the hotel
products
and service
as
well as
on
tourist and
business
traveling information
that
may be
of
any interest
to
our guests
and
communications
in
to
all reporting
employees
so that
they
are able
to
answer guest
requests
and questions.掌握酒店产品知识,当地旅游商务信息,并将其传递给直接下属,以便他们能够回答客人的要求个问题。
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