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Duties and Responsibilities工作职责
Key Responsibilities 主要职责
· Ensure at all times maximum guest satisfaction through personal recognition to all guests along with
PCR members, VIPs, and repeat guests, and prompt cordial attention from arrival through departure
· 确保在任何时候最大的客人满意度通过个人识别所有客人PCR成员组成的合唱团、vip贵宾,以及重复客人,及时到来的亲切关注通过离开
· Ensure Priority Club members consistently receive all benefits, repeat guests and other VIP’s receive special recognition and service
· 确保优先俱乐部成员一直收到所有福利,重复客人和其他贵宾得到特殊的识别和服务
· Greet VIP guests personally
· 亲自迎接贵宾
· Greets all guests at all times in a friendly and helpful manner and attempts to learn and use guest’s name at every opportunity
· 迎接所有的客人都在一个友好和有帮助的方式,试图在每一个机会学习和使用客人的名字
· Assist with check-ins/check-outs
· 协助签到/付款处
· Liaise with other departments and necessary outside contracts to ensure excellent service delivery
· 联系其他部门和必要的外部合同确保优质的服务交付
· Ensure the maintenance of efficient repeat guest history system.
· 确保有效重复客户历史系统的维护
· Promote Inter-Hotel sales and in-house facilities
· 推销产品和内部设施
· Perform such functions as to include but not be limited to:
· 执行等功能,包括但不限于:
· Solicitation of Priority Club applications
· 征集优先俱乐部的应用程序
· Attending to special requests by guests
· 参加由客人特殊要求
· Develop and implement guest telephone contact systems
· 制定和实施客户电话联系系统
· Handle guest complaints and refer them as necessary, follows up on corrective action
· 处理客人投诉,称他们为必要,跟踪纠正措施
· Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests
· 评论列表对所有移民到来和贵宾来检查房间分配,设施和特殊要求
· Prepare requisitions for amenities on a timely basis
· 准备设施及时请购单
· Ensure and maintain the entire range of services offered for all the guests with the aim to maximum guest satisfaction
· 确保和维护整个范围的服务为所有的客人提供,目的是最大的客人满意度
· Attend recreation activities when necessary
· 必要时参加娱乐活动
· Provide feedback from guests to Front Office Manager for action
· 提供来自客人的反馈,前厅经理的行动
REQUIREMENTS任职要求
Required Skills
技能要求
· Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.
拥有在与他人交往时大多数时间所使用的沟通技能;完全代表酒店,品牌和公司与顾客,员工和第三方交往的能力。
· Good writing skills
具有良好写作技能
· Proficient in the use of Microsoft Office and Front Office System
熟练使用微软办公软件和前台系统
· Problem solving and organizational abilities
具有解决问题和组织能力
Qualifications学历
· Bachelor’s Degree or Diploma in Hotel Administration, Hotel Management or equivalent
具有酒店行政管理,酒店管理或相关的学士学位或大专水平。
Experience经验
· 1 years experience in front office / guest services operations, including supervisory experience at a hotel of similar size and complexity, or an equivalent combination of education and experience.
拥有1年前厅或宾客服务工作经验,包括在相似规模和复杂程度的酒店的管理经验,或与此相当的教育和相关工作经验结合的背景。
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