PRINCIPAL RESPONSIBILITIES 主要職責 ?Coordinate with front office to ensure that every guest are roomed 與前臺協(xié)調好，確保為每位客人介紹過房間。 ?Be fully familiar with the room facilities and provide concise information about it to the guest during the rooming process? 要非常了解房間的設施，并在為客人介紹房間設施時可提供簡明的信息。 ?Ensure VIP rooms are in good condition and being set-up according to Brand standard and guest’s special requirements prior the VIP’s arrival. 確保所有VIP房間可以正常使用，并按照集團的標準和客人的特殊要求在客人到店前準備完好。 ?Review all VIP/ Brilliant members’ arrival to ensure they receive their preferred room and amenity.? 要核查所有VIP和卓逸會會員的到店，確保他們優(yōu)先得到舒適的房間和設施。 ?Must be in the lobby and front office areas during their shift. 必須在工作班次中服務于酒店大堂和前廳區(qū)域。 ?Have a clear general knowledge of the hotel product to allow up sell and cross sell of hotel rooms and facilities. This should include room types, food and beverage facilities, spa and health club, daily catering events and local neighbourhood information. 擁有清晰的酒店產品知識從而推銷酒店更好房型及其他酒店產品。其中必須包括酒店房態(tài)，餐飲設施，水療中心，健身中心，每日宴會以及相關周邊信息。 ?Welcome and farewell guests from the lobby. 在酒店大堂歡迎及歡送賓客。 ?Greet and acknowledge guests that are waiting in the lobby. 與在大堂等候的客人打招呼并作出相應反應。 ?Anticipate guest needs and handle guest inquiries in a helpful and attentive manner. 預先估計賓客的需要并用殷切有理的態(tài)度處理賓客的需求。 ?Escort guests upon arrival to front desk and introduce by name to front desk colleague.. 引領未入住賓客去前臺并向前臺接待員介紹賓客的名字。 ?Guest Relation Officer must be able to talk to guests should they be waiting in a queue to check in or check out. 賓客服務大使必須與排隊等候入住或結帳的賓客交流。 ?Listen to guests requests with warmth, care and empathy and where necessary show guests to particular service areas for more information or action. 充滿熱情,關懷及感同深受地聆聽賓客的需求,在有必要的情況下帶領賓客去相關服務區(qū)域從而獲得更多的信息或行動。 ?Recognize return guests and VIP’s in the hotel. 認識酒店的再次入住賓客和VIP客人。 ?Guest Relation Officer should never be behind the front desk. 賓客服務大使不必須在前臺內工作。 ?Attend daily shift briefing and be fully aware of the on-day room’s situation. 參加每日例會并清楚了解當日房態(tài)的情況。 ?Be knowledgeable on the Brilliant program. 熟知朗廷卓逸會內容。 ?Be aware of their responsibilities in the event of an emergency situation. 清楚知道在緊急事件中所應承擔的職責。 ?Guest Relation Officer must perform other duties as assigned by their supervisors or managers. 賓客服務大使必須履行主管或者經理安排的其他工作職責。 ?Drive the Brilliant program to attain set targets and ensure the guests receive the required recognition and benefits for their membership level. Relevant colleagues in Front Office should be certified as Brilliant ambassadors and all guest facing colleagues must be aware of the benefits and joining requirements of the program 推進卓逸會項目從而達到設訂的目標并確保賓客依照他們的會員級別獲得相應的會員禮遇.。所有前廳同事都應通過卓逸會的考核并成為大使，所有對客同事都必須了解會員的禮遇及人會條件。 ?Attend assigned training sessions on time and as scheduled. 準時參加已安排的培訓課程。 ?Ensure attendance to work is on time as scheduled. 確保按照預先安排的班次準時上崗工作。 ?Perform any duties assigned by the Management deemed necessary. 執(zhí)行任何管理層委托的工作。 REQUIREMENTS 職位要求 Education 教育學歷 ?Certificate / Diploma / Bachelor in Hotel Management 酒店管理類證書/學歷證明/學士學位證明 Experience 經驗 ?One year working experience, preferably in hotel industry 一年相關的酒店工作經驗 Job Skill / Knowledge 工作技能 / 知識 ?Out-going personality 性格開朗 ?Good communication skills 良好的溝通技巧 Computer Knowledge 電腦知識 ?Knowledge of MS office software 相關辦公自動化知識 ?Opera PMS 酒店Opera系統(tǒng) ?PSB PSB系統(tǒng) Language Proficiency 語言能力 ?Knowledge of English,?Fluent in Mandarin 英語精通，普通話流利 ?Foreign Preferred 外籍優(yōu)先