1.
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 .
确保入住期间的各项需求能有效满足，帮助客人办理外币兑换及结帐手续。接收现金，信用卡，旅行支票，公司或第三方付费等付款方式。
2.
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 , city tour informations special VIP programs , events , etc .
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、城市旅游信息及
VIP
促销计划等。
3.
Receives special requests from guests , and responds appropriately or forwards requests to appropriate team members for decisions and actions.
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。
4.
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 .
礼貌的接听所有来电，及时恰当的处理各种邮件、传真和包裹，对于客人的特殊要求予以交接班。
5.
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 .
沉着冷静的应对和处理各类客人投诉，如：客人对价格不满，空调或供暖系统的不足等。
6.
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.
致力于酒店工作，为酒店发展提供创造性的建议，为顾客和整个团队提供高品质服务。
7.
Takes an active role in the Executive Floor team, ensuring effective communication and working as a team in order to reach goals and targets.
在团队中起到积极作用，有效的沟通，确保达到目标。
8.
Creating a warm and welcoming arrival for guests, ensuring that they feel expected and immediately “at-home” when they arrive.
To set-up meal period displays, ensuring the correct quality and quantity of food and beverage items, as well as attention to detail in order to promote the hotels daily offerings.
为顾客提供热情周到的服务，有宾至如归感。
确保餐饮的数量与质量，注重细节。
9.
Ensuring that guests are escorted to their room that the hotel facilities and room features are explained, and that luggage is delivered in a prompt manner.
将客人送至客房，介绍客房布局，确保行李及时送达。
10.
Maintains awareness of guest’s profile and specific preferences, ensuring that they are acted upon for each reservation.
维护顾客档案和信息，确保预订的有效性和准确性。
11.
Ensures that VIP guests are treated personally and recognized as an individual.
确保
VIP
客人个性化服务待遇。
12.
Assists the Guest Service Manager by blocking rooms according the guests preferences.
协助宾客服务经理按客人喜好分配房间。
13.
Coordinates with Amenity Butlers to arrange in-room amenity set-ups according to VIP level and for special occasions – ie. Birthday’s and Honeymoon’s.
为
VIP
客人或特殊场合安排活动，例如：过生日和度蜜月的宾客。
14.
Facilitate the operation of the VIP gift amenity menu, by offering it to guests, and ensuring that VIP’s receive their chosen amenity item.
提供
VIP
宾客礼遇的单页，确保宾客享用到所有礼遇。
15.
Liaises with Sales, Reservations and the Business Development team to handle corporate guests.
协助销售，预定和业务发展团队共同为公司客人提供服务。
16.Carries out any other reasonable duties and responsibilities as assigned.
完成任何其他合理的职责和被指派的职责。
浙公网安备33010602002015
电子营业执照/人力资源服务许可证
