工作职责
1.随时以友好和乐于协助的态度迎接客人,并尽量了解和称呼客人的名字;
2.按照既定工作程序为所有来客登记并安排房间;
3.熟知部门标准工作程序;
4.履行入住、退房和换房手续,并确保所有资料都按照预订情况完整的输入酒店电脑系统;
5.熟知所有特别促销活动,如:季节性套餐计划、常客优惠计划以及洲际酒店集团忠实方案;
6.处理客人的投诉、问询和请求,如果自己无法提供协助,则将问题转给主管和经理助理;
7.尽一切努力确保客人在离店时会对酒店的服务有很好的印象;
8.全面了解标准的预订工作程序,包括如何正确使用表格,如何读电传、电子邮件和留言,以及如何在预订系统内对房源情况进行解读;
9.按照酒店集团品牌的预期保持自己行为、外表和态度的高标准,随时保持前台工作区域的整洁和有序,并以此作为自己的个人兴 趣和骄傲;
10.准备好当天工作报表并熟记一些VIP客人和即将入住/退房贵宾的姓名。尽可能在对客时能称呼客人的姓氏;
11.确保所有设备工作正常,熟知前台系统的应急预案以防任何设备的突然失灵;
12.十分熟悉优悦会会员计划,飞行里程计划,酒店贵宾计划及礼遇
13.确保所有贵宾的喜好在排房时已经考虑周到,并且在贵宾抵达前就已经安排妥当;
14.熟知当天酒店的所有活动为宾客提供必要的信息;
15.参加日常部门例会;
16.严格执行所有的运营标准和程序,包括贵宾抵店前,抵店时,在住期间和离店时;
17.执行可能由前厅部经理/房务总监/行政助理经理和总经理交办的任务。
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