CustomerService宾客服务
· Ensure the delivery of brand promise and provideexceptional guest service at all times.确保所有员工遵循品牌承诺并始终提供优异的对客服务。
· Provide excellent service to internal customers inother departments as appropriate.确保员工同样在适当的时候为其他部门的内部客人提供优质服务。
· Handle all guest and internal customer complaintsand inquiries in a courteous and efficient manner, following through to makesure 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。
· Maintain positive guest and colleague interactionswith good working relationships.与客人和同事保持基于良好工作关系的互动接触。
· Establish a rapport with guests maintaining goodcustomer relationships.与客人建立并保持良好的客户关系。
· Spend time at conferences and banquets (during peakperiods) to ensure that they are managed well by the respective colleagues andfunctions to the fullest expectations.
在宴会厅和会议室区域花时间巡视(高峰时段)以确保员工很好地管理宴会区域并使各个宴会项目达到最佳满意度。
Operational 营运
· Ensure that minimum brand standards have beenimplemented.确保酒店所有的乃至最细小的品牌标准都要被贯彻执行。
· Embrace all the standard of Niccolo Hotels Global expectations遵循执行全球尼依格罗酒店期望值。
· Work closely with other Managers in a supportive andflexible manner, focusing on the overall success of the hotel and thesatisfaction of hotel guests.以支持和灵活的态度与其他经理紧密合作,着眼于整个酒店的成功和酒店客人的满意度。
· Ensure that Conferences and Banquets colleagues workin a supportive and flexible manner with other departments, in a spirit of “Wework through Teams”.确保会议宴会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。
· Ensure that Banquet storage and Audio Visual areasare neat and organised, including the proper storage of props, and equipment.确保宴会仓库和音响视听设备区的整洁有序,包括对装饰品和设备的妥善储存。
· In the absence of Conference and Banqueting Manager,conduct daily pre-shift briefings to colleagues on preparation, service andmenu.会议宴会经理不在岗时,就每日的准备、服务和菜单为员工召开班前例会。
· Assist the Catering Sales team with creativesuggestions and ideas.帮助宴会销售部提出富有创意的建议和想法。
· Liaise with the Kitchen and Beverage Department ondaily operations and quality control.针对每日营运和质量控制与厨房及酒水部门密切沟通。