岗位职责
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确保遵守品牌承诺,在宾客到达酒店后及在酒店停留期间享受到超出其期望的服务。
Ensures the delivery of brand promise and provides exceptional guest service at all times by engaging with guests upon arrival and working with the guest throughout their stay.
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通过礼貌有效的方式处理所有客人的投诉和要求,并确保问题得到圆满解决。
Handles all guest inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
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保证宾客满意度调查(HySat)得分达到或超越公司目标。
Ensure that Guest Satisfaction Survey (HySat) score is achieved or exceeds the corporate target.
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与客人及同事建立起积极的交流互动并保持良好的工作关系。
Maintains positive guest and colleague interactions with good working relationships.
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通过维持与宾客的良好关系与宾客建立友好关系。
Establishes a rapport with guests maintaining good customer relationships.
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培训和确保宾客服务员按照品牌标准履行其职责。
Trains and develops Hosts to carry out duties to brand standards.
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按照要求维持所有设备和客用品的标准库存量。
Maintains par stocks of all equipment and guest supplies as required.
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办理入住和退房程序,包括核对宾客付款细节、上传客户资料至公安系统及分配房间。
Performs check in and check out procedures by verifying guest payment details, registering the guest with the Public Security Bureau and assigning a room.
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帮助每位宾客了解熟悉酒店服务和设施。
Assists each guest to become familiar with the hotel services and amenities.
岗位要求
1、大专以上学历,有同岗位工作经验2年以上。
2、有良好的团队领导精神及执行力。工作认真负责,作风正派。
3、熟练掌握前厅部工作的各个环节和程序。
4、身体健康,品貌端正,气质高雅。
5、掌握酒店管理基础知识,善于同宾客交往、沟通,处理周到、果断,能独立处理各种投诉。