招聘行政楼层服务员 Executive Floor Service Agent_上海康莱德酒店招聘信息-最佳东方

【职位描述】
· 确保行政楼层客人入住期间的各项需求能有效满足，向客人提供餐饮服务，协助行政楼层接待做好行政酒廊的日常接待及管理。

· 热情友好的问候客人，对客人的合理需求予以积极恰当的回应。准确提供各种信息如：酒店营业场所的营业时间及VIP促销计划等。

· 礼貌的接听所有来电，对于客人的特殊要求予以交接班，确保信息传递的有效性。维持行政楼层设施设备的正常运做和工作区域的清洁。

· 对自己权限范围内不能予以解决的问题和需求，及时反馈给相应部门和人员予以解决。

· 成着冷静的应对和处理各类客人投诉，如：客人对价格不满，食品质量，空调或供暖系统的不足等。

· 积极的工作，友好的为客人提供服务。

· 积极参加所需的各种培训，提高工作能力。

· 致力于酒店工作，为酒店发展提供建议，有创新精神，为顾客提供品质服务。

· 在行政楼层的团队中起到积极做用，有效的沟通，确保达到目标。

· 在行政楼层接待需要的时候提供帮助。

· 为顾客提供热情周到的服务，有宾至如归感。

· 及时更换所需物品，方便客人。及时清理，确保房间，走廊等处的清洁。

· 采取必要行动，及时有效的处理顾客的不满，适当的时候告知行政楼层经理或宾客关系经理。回访客人，确保客人对解决方法满意。

· 确保VIP客人的待遇。

· Ensure that rooms and services provided by the hotel are correctly accounted for within guests’ statements.

· Provide food and beverage services to executive floor guests, assisting the Executive Floor GSA in the daily check in and check out as well as the executive floor lounge operation.

· Greet customers immediately with a friendly and sincere welcome, using a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such on outlet hours, special VIP programs, events, etc.

· Promptly answer telephone calls, advise other team members of special guests’ needs and pass the information accordingly.

· Ensure that the Executive Lounge equipment and systems are functioning at all times, and that the area is maintained in a clean, tidy and organized way.

· Receive special requests from guests and respond appropriately or forward requests to appropriate team members for decisions and actions.

· Record guests’ complaints, conducting thorough research to develop the most effective solution and negotiate results.

· Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, quality of dishes etc.

· Remain calm and alert especially during emergency situations and heavy hotel activity.

· Plan and implement detailed steps by using experienced judgment and discretion.

· Take on an active role in the team by being kind, cooperative, and helpful and never forgetting the person behind the guest.

· Actively take part in training where and when required, attending formal training sessions and on the job trainings to ensure standards and develop skills and abilities.

· Contribute 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.

· Take on an active role in the Executive Floor team, ensuring effective communication and working as a team in order to reach goals and targets.

【任职要求】
· 高中及以上学历。

· 具有较强的沟通和组织协调能力。

· 强烈的责任感及自我激励能力。

· 所有员工保持良好关系。

· 能在强压下胜任工作。

· 熟悉电脑操作系统优先考虑。

· High School degree.

· Good communication, organization and coordination skills.

· Team player with a strong sense of responsibility and self-motivation.

· Able to maintain excellent relations with team member.

· Able to work under great physical and mental pressures.

· Familiar with computer systems preferred.

上海康莱德酒店坐落上海市中心的南京东路和人民广场地带，交通便捷，连接1/2/8地铁线。著名的南京路步行街，人民广场，上海博物馆，上海大剧院等亦在信步之间；步行亦可到达外滩、新天地、豫园、城隍庙等知名旅游景点；距外滩咫尺之遥，毗邻人民广场地铁站。酒店作为人民广场地标建筑，楼高66层，设计时尚典雅，餐厅和酒吧供应丰富的创意美食和特色饮品。728间客房及套房雅致舒适，均设有宽大的落地窗，人民广场和外滩的迷人景色尽收眼底。酒店40 层及以上为行政楼层，可居高临下俯瞰繁华城市及外滩景观，于此下榻尊享诸多希尔顿会员专属礼遇。