Job Purpose:   
  
工作目的
  
  
  
To maximize customer satisfaction by providing an efficient multi-lingual
  guest contact function that addresses the day to day needs of the hotel’s
  guests. Efficient, friendly and attentive telephone answering and
  transferring service as per the standards of performance and training
  provided.
  
最大限度提供有效并多样的服务，使客人满意. 按照培训要求及标准及时、高效、准确的回答、转接每一个来电。

KEY RESULT AREAS 
主要工作职责

  
 
1.    
ATo greet guests on arrival at the hotel and conduct
check-in and registration procedures.
欢迎客人来到酒店，为客人办理入住手续.
2.    
To check villas prior to guests check-in to ensure
they are clean, properly equipped and in a high standard of maintenance.
在客人办理入住手续之前，要为客人核实房间是否打扫好，同时要确保房间的设施等是否符合酒店高标准.
3.    
To handle guest complaints, inquiries, and comments,
log them and initiate appropriate action and follow up.
解决客人的投诉，回答客人的问题，满足客人的需要，并详细记录下来。对于不能满足的问题，要及时跟进.
4.    
To maintain an up to date files and information on
tours, sightseeing and points of general interest and make the necessary
bookings when requested.
给客人提供最新的旅游信息，各旅游景点的资讯，必要时客人预定行程。
5.    
To handle inquiries by providing appropriate
information.
通过提供适当的信息解决客人询问.
6.    
To handle inquiries by providing appropriate
information.
通过提供适当的信息解决客人询问.
7.    
To conduct inspections of the public areas of the
main lobby ensuring a high standard of cleanliness and maintenance and
initiating appropriate action where necessary.
维护公共区域整洁，主要是确保大堂的干净整洁。
8.    
To ensure that guests expectations are met or
exceeded by providing an efficient, friendly and attentive service.






























通过提供高效、友好、及时的服务，达到并超过客人的期望。

PERSONAL SPECIFICATION
个人能力描述
·    
Excellent English language skills
优秀的英语技能
·    
Fluency in one or more additional languages apart
from English
流利的英语外外加一个或多个语种
·    
Good customer relations skills
良好的处理客户关系技巧
·    
Positive outgoing personality














性格积极外向

阳澄湖悦榕庄&阳澄湖悦柳酒店是进驻阳澄湖度假区的双品牌悦榕酒店，其地址位于阳澄湖美人腿景区东侧，紧邻水岸，视野开阔。酒店拥有业界先进水平的设施和服务品质, 整体设计将自然生态和姑苏历史文化融为一体, 集优美环境与悦榕SPA优势，打造出一个远离尘嚣的城市独特度假胜地。 Banyan Tree Yangcheng Lake & Garrya Yangcheng Lake, is the first Banyan Tree complex resort in the area of Yangcheng Lake, which is located on the east side of the Beauty Leg scenic spot, adjacent to the water bank with a wide exclusive view. The resort features the unique natural resources and décor of the region with historical local culture. Experiencing a deep sense of the lake and garden pavilion relaxing dreams, creating a unique city vacation destination that you deserve to discover. 阳澄湖悦榕庄拥有70间豪华客房，豪华套房及养生套房，拥有可容纳80位客人同时用餐的明月餐厅（全日餐厅）、白云餐厅（中餐厅）以及董事会议室、健身房、游泳池、悦榕SPA及泡泉，精品店等配套设施。 There are 70 luxury suites (including deluxe rooms and suites, wellbeing suites) in Banyan Tree Yangcheng Lake. Equipped with Ming Yue Restaurant (All Day Dining Restaurant) with a capacity of 80-seat; Bai Yun Restaurant (Chinese Restaurant), a Board Meeting Room, GYM, Swimming Pool, Banyan Tree SPA and Onsen, Gallery and other boutique facilities. 阳澄湖悦柳酒店有212间标准客房及养生房，拥有可容纳170位客人同时用餐的全日餐厅、健身房、游泳池及SPA及康乐设施。同时酒店还配备910平米的大宴会厅及7间多功能厅，满足不同会议客人的需求。 There are 212 guestrooms (including standard rooms and wellbeing rooms) in Garrya Yangcheng Lake, Suzhou. Equipped with All Day Dining Restaurant with a capacity of 170-seat; GYM, Swimming Pool, SPA and other recreation facilities. In addition, the hotel has a size of 910㎡ Grand Ballroom and 7 function rooms to meet the needs of different conference guests.