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岗位职责:
· 确保所有员工遵循品牌承诺并始终提供优异的对客服务。
Ensures that all Front Office associates deliver the brand promise and provide exceptional guest service at all times.
· 确保前厅部员工适时的为其他部门员工提供同样优质的服务。
Ensures Front Office associates provide excellent service to internal customers as appropriate.
· 协助问候并向贵宾和长住客人提供入住登记服务。
Assists in greeting and checking-in VIP and Long Stay guests.
· 确保所有礼宾部员工和行李员知悉最新的促销信息,规章制度及其他重要信息。
Ensures that all Front Office associates are aware of current promotions, policies and other important information.
· 确保所有前厅部员工知悉最新的促销信息,规章制度及其他重要信息。
Ensures that all Front Office associates are familiar with the hotel’s products and services.
· 协助推行客人认知计划并更新客史数据。
Assist to implement consistent guest recognition programmes and maintains a relevant guest history database.
· 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.
· 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 verify that guests are receiving the best possible service during check-in and check-out.
· 在前厅办公室投入一定的时间, 确保有条不紊的运作并且实现酒店品牌的承诺。
Spends time in Front Office areas to ensure that the area is managed well by the respective team and deliver the brand promise.
· 保持与顾客和同事之间良好的合作关系。
Maintains positive guest and associate interactions with good working relationships.
· 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.
· 与相关部门协作,协调贵宾在店内的各项活动。
Co-ordinates VIP movements with relevant Departments as advised.
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