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济南富力凯悦酒店

    职位:前台/嘉宾轩/健身中心/宾客服务中心宾客服务员 Guest Service Officer

  • 职位性质:全职
  • 工作地区:山东省济南市
  • 招聘人数:1人
  • 学  历:不限
  • 工作经验:不限
  • 所 在 地:不限
  • 户 籍 地:不限
  • 提供食宿:提供食宿
  • 年龄要求:不限
  • 计算机能力:一般
  • 语言要求:英语(一般)中国普通话(熟练)
  • 国际联号工作经历:优先
  • 薪资待遇:2千-3千
  • 职位有效期:2020-03-31至2020-05-30

岗位职责/职位描述

1. 遵循品牌承诺并始终提供优异的对客服务。

Delivers the brand promise and provide exceptional guest service at all times.


2. 适时的为其他部门员工提供同样优质的服务。

Provides excellent service to internal customers as appropriate.


  • 3. 熟悉掌握酒店的产品知识及服务标准。

Be familiar with the hotel’s products and services and policies.


  • 4. 礼貌而高效地处理所有客人和内部的投诉和询问,确保问题得到圆满解决。
  • Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.


  • 5. 保持与顾客和同事的良好合作关系。

Maintains positive guest and colleague interactions with good working relationships.


  • 6. 经常性的亲自确认客人在入住和离店过程中得到尽善尽美的服务。

Personally and frequently verifies that guests are receiving the best possible service during check-in and check-out.


  • 7. 确保客人信息的历史记录得到精确的维护,并提前对回头客进行入住登记。

Ensures that guest history records are accurately maintained and all repeat guests are pre-registered.


  • 8. 问候、接待客人并协助做好入住登记。

Meets and greets all guests and assists with registrations.


  • 9. 确保严格的房卡管理制度。

Ensures the strict control of room keys.


  • 10. 确保服务符合品牌标准的基本要求,适时提供更多可供选择的品牌服务。

Ensures that all company minimum brand standards have been implemented, and that optional brand standards have been implemented where appropriate.


11. 根据顾客意见调查结果,确保所有改进措施贯彻执行。

  • Responds to the results of the Consumer Audit and ensures that the relevant changes are implemented.

  • 12. 为散客准备欢迎卡及房卡。

Prepares welcome cards and keys for arrival FIT guests.


  • 13. 熟悉当地的酒店及旅游信息。

Ensures accurate knowledge of hotels and the tourism in           Jinan.


  • 14. 以协助和灵活的态度与其他员工密切合作,关注酒店的整体成功和客人的满意度。

Works closely with other Front Office personnel in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.


  • 15. 坚持发扬“群策群力”的精神。

Supports and embraces the spirit of “We work through Teams”.


  • 16. 确定客人抵达和离店的详情,并安排车辆接送、行李搬运及其他服务要求。

Verifies arrival and departure details and arranges luggage handling and transportation and other services requested by guests.


  • 17. 完成其他合理分配的职责和任务。

Carries out any other reasonable duties and responsibilities as assigned.