MAIN RESPONSIBILITIES:
To supervise the AYS agents to ensure that they are adhering to all hotel policies, procedures and standards while striving towards total guest satisfaction.
Assist AYS manager in training, evaluating, counselling, motivating and coaching employees, develop/maintain positive working relationships, support team to reach common goals, listen and respond appropriately to employee concerns. Follow company policies and procedures, maintain confidentiality of proprietary information and protect company assets.
JOB SPECIFICATION職位要求 :
Profile of Competency
工作能力:
· Positive and hardworking character.
积极努力工作
· Outgoing personality with good communication skills.
性格外向,有良好的沟通技巧
· Good knowledge of Marriott Systems.
Language 語言能力:
· Good command of spoken and written English.
良好的英语口语和写作能力
Education 教育:
· Graduate from hotel tourism school.
旅游专业
Job License
資格 / 等級証:
CPR Training as per Local Govt. certification.
To ensure the cleanliness of public areas, guestrooms, and ensure maximum guest satisfaction, adhering to the standard required by our hotel.
确保所有公共区域、客房按饭店标准清洁,同时保证客人最大程度的满意。
To supervise Guest Service Assistants and inspect guest rooms and surround service areas. Paying attention to details by keeping the international standard of room cleanliness and product maintenance adhering to standard required by our hotel.
管理客房服务员并检查客房及环绕服务区域的卫生,注意从饭店的全局出发并根据要求建立国际化的卫生标准。
To provide a courteous and professional service at all times.
时刻提供礼貌和专业的服务。
To have a complete understanding of and adhere to the hotel's policy relating to fire, hygiene, health and safety.
对饭店的规章制度、卫生、健康安全有明确的了解。
To perform secondary duties as assigned by the Dir Of Services
执行服务总监所分配的其它次要的任务。
Greets and is courteous to all guest and colleagues, uses eye contact and always offers assistance.
对待所有客人和同事要彬彬有礼、热情,用眼睛交流并时刻提供帮助。
To report on adverse guest comment as and when required.
必要时向上级报告客人的的意见和批评。
To report and record Lost and Damaged items in the supervisor’s logbook.
在主管记录表上报告和记录丢失和损坏的物品。
To log daily events in the logbook and follow up on previous information reported by outgoing supervisor daily.
记录日常事件并跟进上一班主管的报告。
To prepare duty rosters all of Housekeeping Attendants.
安排服务员值班。
To replenish guest supplies and cleaning requirements weekly.
每星期申请客用消耗品和清洁用品。
To check Public Areas and guestrooms.
检查公共区域和客房的卫生。
To check all the guest rooms, VIP in-house, VIP arrival and long staying guests.
检查所有客房,重要客人的房间以及重要客人的到达,以及常住客人的房间卫生。
To prepare and issue room status report.
准备和发放房态表。
To report and follow up on repair and maintenance.
报告和跟踪维修和保养情况。
To document all daily activities and events such as guest complaints in the logbook.
记录日常所有的活动,例如客人的投诉等。
To attend to guest requests and complaints. Takes corrective action.
采用正确的方式处理客人的要求和投诉。
Sees adequate storage of supplies inventory on assigned floors to safeguard against shortage or loss.
观察楼层布草的存储安全情况,以避免短缺和丢失。
Collects G.S.A.’s reports and keys for submission to service coordination/ Housekeeping manager.
收集客房服务员工作报告和钥匙并将其上交到服务中心/客房部经理。
Reports and turns over any items left by guests to Lost & Found in-charge.
报告并上交任何客人的丢失物品。
Maintains high standards of cleanliness of all guest and service elevators.
保持客用电梯和员工电梯的高水平的卫生。
To check on the standard of "Turn down services".
检查夜床服务是否符合标准。
To liase closely with Front Office regarding guestroom status.
与前台联系以保证房态的准确。
遵循品牌承诺并始终提供优异的对客服务。
Delivers the brand promise and provide exceptional guest service at all times.
为其内部客人提供优异的服务。
Provides excellent service to internal customers as appropriate.
熟悉酒店产品和服务政策。
Be familiar with the hotel’s products and services and policies.
通过礼貌及有效的方式,处理所有宾客及内部顾客的投诉及要求,跟确保问题得以圆满解决。
Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
通过良好的互动,保持宾客及员工关系。
Maintains positive guest and colleague interactions with good working relationships.
经常亲自去核实宾客在入住及退房时,受到最好的服务。
Personally and frequently verifies that guests are receiving the best possible service during check-in and check-out.
确保客史记录服从凯悦和PSB标准。
Ensures that guest history records are accurately maintained obeying Hyatt’s and PSB standards.