1.确保所有员工遵循品牌承诺，始终提供优异的对客服务。 Ensures thatall associates deliver the brand promise and provide exceptional guest serviceat all times. 2.确保员工适时的为其他部门的内部客人提供优质的服务。 Ensures thatassociates also provide excellent service to internal customers in otherdepartments as appropriate. 3.礼貌而高效地处理所有客人和内部客人的投诉和询问，跟进并确保问题得到圆满解决。 Handles allguest and internal customer complaints and inquiries in a courteous andefficient manner, following through to make sure problems are resolvedsatisfactorily. 4.礼貌而高效的处理客人和员工询问，对不能立即解决的投诉和问题进行汇报，并及时回馈和跟进。 Handlesguest and associate enquiries in a courteous and efficient manner, reportingcomplaints or problems if no immediate solution can be found, whilst feedingback a prompt follow up. 5.协助贵宾及常住客的接待和入住登记。 Assistsin greeting and checking-in VIP and Long Stay guests 6.与客人和同事保持基于良好工作关系的接触。 Maintainspositive guest and colleague interactions with good working relationships. 7.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 thatall Front Office associates are aware of current promotions, policies and otherimportant information. 8.确保所有前厅部同事熟悉掌握酒店的产品知识及服务。 Ensures thatall Front Office associates are familiar with the hotel’s products andservices. 9.贯彻集团统一的客人认知计划并维护相关的客人历史信息数据库。 Implementsconsistent guest recognition programmes and maintains a relevant guest historydatabase. 10.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 andfrequently verifies that guests are receiving the best possible service duringcheck-in and check-out. 11.繁忙时期确保大堂和入口区域均有条不紊地运作并实现酒店的品牌承诺。 Spends time inHotel Lobby and Entrance during peak periods to ensure that both areas aremanaged well by the respective team and delivers the brand promise. 12.确保客人信息的历史记录得到准确的维护。 Ensures thatguest history records are accurately maintained.