SCOPE 职务范围
- The Lady in Red is an iconic symbol of Kempinski and is in essence the Hotel Ambassador (or First Lady). As an extended arm of the General Manager she welcomes, meets and farewells hotel guests and is responsible for the communication with all guests providing highest quality service standards. The Lady in Red is empowered to take immediate decisions in respect to guest well being.
红衣女郎是凯宾斯基饭店的标志性象征，其意义为酒店大使。作为一个酒店总经理的延伸，红衣女郎欢迎、会见和告别酒店客人，并负责与所有客人沟通，并提供高质量的服务标准。
OVERALL OBJECTIVES 工作目标
The job of Lady in Red is executed satisfactorily when:
红衣女郎工作执行标准，如下：
- KEA (Kempinski Experience Assessment) audit results are 88% and above.
KEA品质领先保证审查成绩高于88%
- ReviewPro results are rated on an average with “5” and above.
顾客满意程度调查平均不低于“5”分。
- Hotel and Outlets are promoted.
推荐酒店的餐厅
- Guest complaints are minimized and if occur followed up efficient and are reported to Operations team.
将客人的投诉最小化并通知给相应运营部门
- In case of immediate need, the Lady in Red helps with reception duties.
根据运营需要帮助前台相关工作
MAIN RESPONSIBILITIES 主要职责
- Communication of hotel & company philosophy and internal hotel representation.
酒店及公司沟通，及酒店内部的相关展示
- Have an in-depth knowledge of the hotel and the geographical layout of the city / surroundings.
深度了解酒店，并且对酒店周边信息有着可以随时托盘而出的能力
- Knowledgeable about all VIPs in-house, hotel functions and special events.
熟知酒店各个VIP，了解酒店各项功能，一及酒店内部的活动
- Collect as much feedback information on VIPs as possible (on daily basis) by checking e.g. Google, Opera PMS company wide, briefs and distribute this information within the hotel to all relevant departments by e.g. daily guest fact sheets/reports, newsletter, etc. and ensure information is updated in the guest profile.
收集VIP客人的一手资料并传达给酒店相关人员
- Welcome, facilitate and bid farewell to as many guests as possible.
欢迎并欢送客人
- Top VIPs MUST be welcomed upon arrival, escorted to their room and bid farewell upon departure.
迎接VIP客人并带至房间，并在客人离店时进行欢送
- Liaise with FOM and GM, to prepare tailor made guest itinerary for Top VIP’s when appropriate and coordinate VIP greetings and departures – ahead of time.
与前厅经理和总经理保持良好关系在会见top VIP 客人时按照客人要求准备量身定做的日程。
- Obtain as much information about a guest’s stay to be entered in the guest history.
在客人入住期间尽可能获得客人信息并录入客史档案
- Welcome visitors to the hotel, assist with general information, internal promotions and directions.
欢迎参观客人并提供相应信息
- Handle guest complaints and requests in a polite and efficient manner, give further instructions to the relevant staff if needed to ensure optimal guest satisfaction.
以积极礼貌的态度处理客人的投诉，并将相关信息传达给对应员工以获得客人满意
- Maintain a record of all complaints and requests, follow up and inform concerned operating departments.
记录客人投诉及要求并作出相应跟进工作
- Perform special projects and related duties as assigned.
按工作要求做出相应的调整
- Walk throughout the hotel recognizing guests and engage with them appropriately.
浏览需要熟知的常客并与其保持良好关系
- Attend & participate in daily briefings as scheduled.
参加日常交班简报
- Report potential and existing hazards and rectified immediately.
报告潜在或存在的风险并及时作出调整
- Provide information to all guests regarding the services and possible internal promotions of the hotel.
向酒店客人提供酒店的信息及促销活动以提高服务质量
- Senior Management on any unusual circumstances that might affect guest service and expectation.
在任何可能影响客人入住体验的情况下扮演高级管理者的角色
- Take decisions on upgrades / comps / rebates etc. as per stipulated hotel policies and procedures.
在相关情况下按政策做出给予折扣这类的决定
- Participate in training programs.
参与培训
Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel.
相关工作包含但不仅限于以上要求，会根据业务发展和酒店需求随时进
