Customer Service
宾客服务
• Ensures the delivery of brand promise and provides exceptional guest service at all times.
确保遵循品牌承诺并始终提供优异的对客服务。
• Provides excellent service to internal customers in other departments as appropriate.
在适当的时候为其他部门的内部客人提供优质服务。
• Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
礼貌而高效地处理所有客人和内部客人的投诉和询问，确保问题得到圆满解决。
• Maintains positive colleague interactions with good working relationships.
和同事保持基于良好工作关系的互动接触。
• Establishes a rapport with guests maintaining good customer relationships.
与客人建立并保持良好的客户关系。
• Follows Event Standards for customer service.
遵守客户服务的会议宴会标准。
Operational
营运
• Ensures that brand standards have been implemented.
确保酒店的品牌标准都被贯彻执行。
• Responds to the results of HeartBeat and ensures that the relevant changes are implemented.
对于宾客满意度调查做出回应并落实相应的改善措施。
• Works closely with Outlet associates in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
以支持和灵活的态度与其他员工紧密合作，着眼于整个酒店的成功和酒店客人的满意度。
• Ensures that Food and Beverage associates work in a supportive and flexible manner with other departments.
确保餐饮部员工以支持和灵活的态度和“团队协作”的精神与其他部门合作。
• Greets customers and seats guests accordingly.
迎接客户并安排入座。
• Computers bill according to items consumed by guests.
根据客户消费进行入单。
• Presents checks/bill showing amount due.
打印并呈递对应账单。
• Makes change, cashes checks, and issues receipts to guests.
根据账单进行找零并签发收据。
• Rrecords amounts received.
记录交易金额。
• Make daily transactions on his/her shift.
做好每日交接工作。
• Follows all checklists for the relevant event type.
遵守相关会议宴会类型的所有检查清单。
Personnel
人事
• Wears the correct uniform and maintains a high standard of personal appearance and hygiene, according to the hotel and department’s grooming standards.
根据酒店和部门的仪容仪表要求身着正确的制服并保持高标准的仪容仪表和个人卫生状况。
• Understands of and adheres to associate rules and regulations.
理解并严格遵守员工守则。
Other Duties
其他
• Be knowledgeable in statutory legislation in associate and industrial relations.
熟知与员工和行业相关的法律法规。
• Understands and strictly adheres to Rules and Regulations established in the Associate Handbook and the hotel's policies concerning fire, hygiene, health and safety.
理解并严格遵守员工手册中的规章制度以及涉及到消防、卫生、健康和安全的酒店政策。
• Ensures high standards of personal presentation and grooming.
确保高标准的个人形象和仪容仪表。
• Attends training sessions and meetings as and when required.
需要时参加培训课程和会议。
• Carries out any other reasonable duties and responsibilities as assigned.
执行分派的任何合理任务和额外职责。
