Executive Floor Agent is majorly responsible for provide thehighest levels of guest service to all Executive Floor guest in dailyoperations. Also asan ambassador of the Hotel with guests and colleagues, while consistently achieving the most personalized and polished guest service to maximize guest satisfaction andloyalty
行政酒廊接待负责确保对行政楼层的客人提供最高水准的服务,同时作为酒店的形象大使为客人和同事提供一贯性的个性化服务来最大化客人的满意度和忠诚度。
Primary Responsibilities 主要职责
Deliver Friendly and Efficient Service in Executive Floor
提供友善高效的行政楼层服务
· Ensure LQAstandards are implemented and delivered to every guest.
在对客服务中遵守和执行LQA。
· Ensure and maintain the PSB upload is accurately.
掌握和保证前台外事传输的正确性。
· Provideexceptional concierge information to guests about local and areaattractions, restaurants, theatres, special events and other availableservices. Information will be clear,concise and accurate.
为行政楼层的客人提供关于本地景点、饭店、剧院、其他特殊活动等清晰、简明和准确的礼宾信息。
· Honesty is a work basis, ensure implement on work with honesty alltimes.
以诚信为工作基本,在任何时候都需要诚实的执行酒店所有财务制度。
· Handles guest and colleagues enquiriesin a courteous and efficient manner, reporting complaints or problems if noimmediate solution can be found.
礼貌且高效地处理客人及同事的要求,遇到投诉或问题,如不能马上找到解决办法,要向上级报告。
· Implement and achieve daily up-selling budget to maximize hotel roomrevenue.
执行并完成每日促销高价房目标来最大化酒店房间收益。
· Detailedhotel product knowledge, up-to-date with VIP arrivals & events within thehotel and the destination.
掌握酒店产品知识,确保贵宾及活动信息的时效性和准确性。
· Provide smooth handling of luggage and transport servicesto all Executive Floor Guest.
为行政楼层客人提供专业的行李处理和运输服务。
· Handles incoming and outgoing mail,faxes, courier mail, and messages in a timely manner. Handles basic BusinessCentre services when required.
及时处理所有收到及发出的邮件、传真、速递物品及留言。同时需要提供基本的商务中心服务。
· Ensures the Executive Floor Manager iskept fully aware of any relevant feedback from either customers or otherdepartments.
将任何来自客人或其它部门的反馈及时并准确地汇报给行政楼层经理。
· Maintains informationsecurity standards compliance of Front Office at 100%.
确保《支付卡行业数据安全标准》被百分之百的执行。
· The management reserves the right to change / extend this jobdescription if necessary at any point of time during her / his employment.
如有必要,该部门有权更改或补充该职位描述。
· Carries out any other reasonable duties and responsibilities asassigned.
完成任何其他合理的职责和被指派的职责。
Provide Guests’ Experiences that ExceedGuests’ Expectations
为客人带来超越期待的入住体验
· Greets and assists at the check in ofguests and ensures VIP guests are escorted to their rooms.
在客人登记时,同客人打招呼并帮助客人登记,确保护送重要人物至房间。
· Pro-active in seeking guest contactand maintaining excellent public relations.
积极客人联系,并维持与客人的良好关系。
· Anticipateguests’ needs, collects guests preferences, and ensure the needs andpreferences will be met during current stay and future stays.
预知客人需求,收集客人喜好,并在客人入住期间会被一直满足这些需求和喜好。
· Fullutilization of all kinds of systems to embraceguest experience.
充分利用各类酒店管理系统和软件以提高宾客体验。
· Accuracy inlink of reservations requirement to room allocation/guest needs.
根据预订信息准确地为客人安排房间及满足合理需求。
· Focuses onthe stay experience for LCAH members.
致力于提升雅高乐雅会会员的入住体验。
Work as Part of the Executive Floor Team
作为行政楼层运营团队的一员
· Ensures that all Executive Floor Policies and Procedures are adhered.
明确执行行政楼层各项政策与程序。
· Ensures with high standards ofpersonal presentation & grooming at all time.
一贯保持高标准的人才形象和仪表。
· Carry outdisciplinary actions in line with hotel procedures.
按照酒店规章制度对不合适的行为采取相应措施。
· Verifiesthat all information requested by the local police authorities are adhered toand prepared accurately.
明确严格遵守并实行由当地执法部门所要求的全部事项。
· Initiate action to correct a hazardous situation and notify ERT ofpotential dangers.
掌握在发现安全隐患时采取行动并通知危机处置团队。
· Ensure cleanliness and appearance of Executive Floor Lounge and relatedareas.
保持行政楼层酒廊及相关区域的清洁和外观符合品牌标准。
Involvement in Wider JobFunction Actions/Relationships
进一步拓展工作职能
· Learn the health & safety policies to ensure a safe work environmentand knowledgeable all safety & emergency procedures.
学习健康与安全政策,以确保安全的工作环境;熟悉了解安全及紧急程序。
· Learn tomaintain strong guest relationships to ensure Executive Floor loyalty. Handleand resolve guests’ complaints, including follow up in a timely manner andproper communication in the daily log. Provide service that consistently exceeds our internal and externalguest expectations always leading by example.
学习保持良好的宾客关系,以确保客人对行政楼层的忠诚感。处理并解决客人的投诉,包括及时跟进并在日志中进行记录。提供一贯超过客人期望的服务。
· Be familiar with property safety, first aid and fire and emergencyprocedures and operate equipment safely and sensibly.
熟悉和掌握财物安全、急救、火灾及紧急程序,并确保能够安全的使用相关设备。
· Learn maintaining good customerrelationship at all time, handling all guest complaints, requests and enquirieson hotel services.
学习始终如一的与客人保持良好关系,根据酒店服务准则,处理客人的所有投诉,要求和问题。
· Participatein training activities to improve knowledge & skills. Cross Training among theFront Office Team.
参加各项培训来增加自身的知识和技能。在前厅部内部之间进行交叉培训。
MainComplexity/Critical Issues In The Job主要复杂/关键工作事项
· Efficiencyof check in/check out process, accuracy in retrieval of guest data and billing.
确保入住及离店手续的效率性,确保客人信息与账目的准确性。
· To host and manage the VIP and all aspects of their stay in one to oneservices function with 24 hours.
为贵宾入住期间提供24小时一对一的全方位的款待和照顾。
· To Pre-communicate with guest to collect guest preference in advance,ensure guests bedroom/ suites are fully prepared with their requirements, priorto their arrival.
确保提前与预到客人联系来获取客人的喜好,确保行政楼层宾客入住之前所有房间按照宾客要求提前完成布置。
· Honesty to all accounting proceduresare adhered to throughout the department, including monitoring guest balanceand city ledger accounts.
诚信的保证在部门工作中严格执行酒店所有财务制度。
· To liaise and co-ordinate VIPguest requirements throughout their stay.
确保在宾客入住期间作为酒店与宾客之间的联络官。
· Ensures the replenishment of Food andBeverage during breakfast and cocktail hours is being carried out accordingly.
确保在早餐及鸡尾酒时间内,食品、饮料的充足供应。
· Maintains ‘Safe Food & Hygiene Standards’ are implemented withinFront Office at 100%.
确保《食品安全与卫生标准》被百分之百的执行。
· Warm welcome all Executive Floor guestupon their arrivals and departures.
确保所有行政楼层宾客在抵店得到热情的欢迎和在离店时得到热情的欢送。