- 服务热线：400-826-0101 (9:00-18:00)
- 杭州总部：0571-88866108 (9:00-18:00)
Greets and registers guests , providing prompt and courteous service .Check in / out of guests . Resolves guest challenges throughout their stay in our hotel . upgrades guests as required . Promotes hotel services .
1.Completes the registration process by inputting and retrieving information from a computer system , confirming pertinent information including number of guests and room rate . Makes appropriate selection of rooms based on guest needs . Codes electronic keys . Non –verbally confirms the room number and rate . Promotes and administers Wyndham Marketing programs such as Wyndham Rewards , for arriving guests . Ensures guests knows location of room , containing room keys , tokens of our appreciation ,gifts , etc ,to guest .
2.Ensures rooms and services are correctly accounted for within guest statement Properly accounts for service provided by the hotel . Assists guests with check out payments or charges . Accepts and records vouchers , credit, traveler’s checks , and other forms of payment , converts foreign currency at current posted rates .
3.Greets customers immediately with a friendly and sincere welcome . Uses a positive and clear speaking voice , listens to understands requests , responds with appropriate action and provide accurate information such on outlet hours , special VIP programs , events , etc .
4.Receives special requests from guests , and responds appropriately or forwards requests to appropriate team members for decisions and actions.
5.Promptly answers the telephone and email inquires . inputs messages into the computer and advises other team members of special guest needs . retrieves messages and communicates the content to the guest . Retrieves mail , packages and facsimiles or other special items for customers as requested .
6.Fields guest complaints , conducting thorough research to develop the most effective solutions and negotiate results . Listens and extends assistance in order to resolve problems such as price conflicts , insufficient heating or air conditioning , etc . Remains calm and alert especially during emergency situations and heavy hotel activity . Plans and implements detailed steps by using experienced judgment and discretion .
7.Contributes to the hotel and team by sharing new ideas and suggestions for improvements, being innovative and creative to provide quality service and customer care to team members and guests.
8.Checking-in guests in accordance with their reservation details, ensuring that the registration card is completed, reservation information confirmed, Wyndham Rewards and Frequent Flyer Number enquired about, and method of payment secured.
9.Handles complaints promptly and efficiently, taking the necessary action, and informing the Duty Manager or Guest Relations Manager for follow up, where appropriate. Follows up with all guests to ensure satisfaction with problem resolution.
10.Ensures that VIP guests are treated personally and recognized as an individual.
11.Promotes Wyndham Rewards and its associated benefits to guests who are not already enrolled in the program. Ensures that existing Wyndham Rewards members receive personal and professional service that recognizes them as important guests and that their benefits are received.
12.Ensures a prompt and efficient departure, by settling guests accounts as per billing and reservation instructions and ensuring that all guests folios are correct.
13.Is up to date with information on facilities, attractions, places of interest, sights and activities in and around hotel.
14.Passes on information effectively, ensuring that all necessary details are communicated to the intended person and that any pending action is completed and guest satisfaction confirmed. Attends daily briefings, shift handovers, meetings and reads the log book on a daily basis.
15.Ensures that the day-to-day functions of the front desk are completed. Including but not limited to checklist, trace reports, credit limit checks, and online back-up.
16.Carries out any other reasonable duties and responsibilities as assigned.