1. Ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival to departure通过个人认知确保客人满意度最大化,并在客人到店至离店时给予密切关注。2. Reports directly to and communicates with the Director of Guest Experience on all pertinent matters affecting guest service and hotel operations对于影响对客服务和酒店运营的任何相关事宜直接向客户关系总监汇报及沟通3. Reports weekly accomplishments to the Director of Guest Experience.向客户关系总监汇报每周成绩。4. Provides functional assistance and direction to all departments为其他部门提供功能性支持和引导。5. Cooperates, coordinates and communicates with other hotel departments as required根据要求与酒店其他部门合作,协调及沟通。6. Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the hotel对任何情况做出反应以确保客人在酒店得到及时的回复及个人的认知。 7. Responds to guest needs and resolves related problems回复客人需求及解决相关问题。8. Monitors established SOP’s and supervises all staff’s adherence to service standards根据已制定的SOP,监督所有员工达到服务标准。9. Communicates with relevant department heads to ensure documentation of all incidents与相关部门负责人沟通,确保所有事件都有记录。10. Ensures that all incidents are reported following the appropriate SOP’s确保所有事故都遵循相关SOP被汇报。11. Welcomes designated VIP’s欢迎指定的VIPs。12. Supervises and directs hotel personnel监督和指导酒店人事。13. Inspects front of house and back of house regularly for cleanliness定期检查前厅及后区办公室的清洁。14. Monitors appropriate stands of conduct, uniform, hygiene, and appearance of team members监督团队成员的行为,制服,卫生及仪容仪表。15. Assists with all staff training in regards to service delivery and OPERA为所有的员工系统,服务培训提供协助。16. Assist all departments with any service lapses that may arise对各部门可能出现的服务失误提供协助。17. Maintains complete knowledge of:保持完整的知识:· All hotel features / services, hours of operation酒店所有相关知识/服务,营业时间· All hotel restaurant food concepts, menu price range, dress code and ambiance所有酒店餐厅的食品概念,菜单价格范围,着装要求以及氛围。· All RB events所有餐饮相关事件· All hotel room inventory, daily occupancy, rate structure , targeted monthly and annual revenue酒店所有房间房态,每日入住率,价格结构,月度及年度目标收入。· Daily house count, VIP arrivals, special events每日房态,VIP预抵,特别事件。· Group events团队事件· Events in the city城市事件18. Maintains and updates the bible of information in respect to telephone numbers, contact details, emergency procedures, first aid list etc.保持及更新关于电话号码,联系方式,紧急程序,急救措施等信息19. Perform daily walk-through throughout the hotel每日巡视整个酒店20. Inspect guest rooms according to established SOP’s根据 SOP 或特定标准检查房间。21. Ensures all bell operations are running smooth确保礼宾运营流畅。22. Ensures that all bell positions are covered at all times and all guests receive immediate service at time of arrival/departure of hotel确保礼宾部所有岗位时刻都有员工,客人入住和离店的时候能够立刻得到服务。23. Approves/disapproves prospective guests when their behavior or character is questionable.批准/不批准一些行为或性格有问题的客人24. Assists the Director of Guest Experience/ Assistant Director of Guest Experience for special projects as requested协助客户关系总监或副总监完成所要求的特别项目25. Checks and analyses for billing instructions, guest credit, allowances and rate variance.检查并分期账单指令,客人信用,限额和房费差异。26. Empowered to make decisions in the best interest of the hotel always ensuring consistency被授权根据酒店的最佳利益作出决定并确保一致性27. Fully conversant with all hotel emergency procedures完全熟悉酒店紧急程序28. Establish and maintain good relationship with Residents, actively and effectively handling residents feedback and complaints.与公寓住客建立和维持良好的关系,积极有效的处理住客的反馈及投诉。