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- Open car doors for all guests arriving to or leaving the hotel
- 为所有抵店或离店的客人开车门
- Greet and welcomes arriving guests with a smile and eye contact, using guest’s name if known. Ensures good first impression
- 以微笑和目光接触问候和欢迎客人,尽可能使用客人姓名。确保给客人留下良好的第一印象
- Assist in unloading luggage whilst confirming How Many? for arriving guests
- 帮助抵店客人卸行李
- Help guests to get in and out of car/taxi/hotel transportation
- 协助客人叫酒店车或出租车。
- Assist in transporting luggage to lobby if needed
- 在需要时帮助客人把行李运到大厅
- Assist in collecting and delivering group luggage
- 协助行李员收集和发送团队行李。
- Maintain thorough product knowledge, to answer guest’s questions correctly
- 了解饭店产品细节方面的知识,以确保正确回答客人的提问
- Call taxis when requested and assist in telling the driver where guest want to go. Escort all guests to the taxi, open door and close door politely.
- 在需要时叫出租车,并帮助客人告诉司机他要去哪里
- Keep the entrance free from vehicles
- 保持入口畅通无阻
- Give extra assistance and attention to disabled guests
- 对残疾的客人给予特别的帮助和关注
- Assist in keeping the entrance clean and tidy
- 协助保持入口清洁和整洁
- Assist in transporting luggage from the lobby to taxi if needed
- 在需要时协助把行李从大厅运到出租车上
- Bid farewell to departing guests with a smile and eye contact, using guest’s name if known
- 以微笑和目光接触欢送离店客人,尽可能使用客人姓名
- Report guest comments/ complaints, problems, incidents etc to Chief Concierge
- 向礼宾部经理汇报客人的评价/抱怨、问题、事件等
- Identify VIPs, regular and long staying guests and build rapport to personalized service and assistance
- 识别贵宾、常规客人和长住客人,并提供个性化的服务和帮助
- Deliver high quality service to guests
- 向客人提供优质服务
- Seek opportunities to continually improve guest service
- 通过记录客人的评论并以此为实践,不断地寻找机会发展对客服务
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