PRIMARY RESPONSIBILITIES
主要职责
·
Direct the activities of the Continental Club Floor
GRA, providing guidance, leadership
and
motivation in the delivery of services to maintainthe high standard of service
and products for the Continental Club Floor.指导贵宾楼层服务员的活动，提供指导意见，领导和鼓励她们进行服务，保持贵宾楼层服务和产品的高品质。
·
Supervise the overall and daily administrative work of
the section, guarantees all guest relations files, records and reports are
updated on a regular basis and maintained in an accurate manner; monitors room
availability and future occupancy – to achieve maximum efficiency.
监管日常行政工作，保证所有客户关系档案的记录以及信息的及时更新，确保客房的可使用程度各未来的入住率 – 取得最大的工作效率。
·
Maintain active presence in the Continental Club to
ensure work procedures are carried out efficiently.
确保行政楼层工作流程得到有效的执行。
·
Oversees the room allocation and conducts room
inspection to ensure total comfort and enjoyment of guests.
监督客房安排，进行客房检查，保证客人入住的舒适和快乐。
·
Meet and escorts VIP / CCF guests to ensure they are
given due recognition and importance.
迎接和陪同贵宾进入客房，保证他们得到应该受到的重视和礼遇。
·
Monitors wastage and energy consumption throughout the
Continental Club Floor.
监管日常用品的可用性以有助于降低成本。
·
Monitors performance standards, reporting issues /
concerns as needed.
监管日常服务标准，报告相关事宜。
·
Should at all times act as eyes and ears of Management,
immediately relaying information and details.
实行管理职责，迅速传递信息及详细资料。
·
Plan and administer associate duty roster for
uninterrupted delivery of services.
计划和管理班表，使服务不间断
·
Record all physical defects identified and use
appropriate work order forms.
记录所有的故障并使用合适的申请单。
·
Coordinate with Housekeeping to ensure tidiness and
cleanliness of the entire Continental Club Floor's public areas.
协调房务部保证整个贵宾楼层公共区域的整洁。
·
Implement par stocking of supplies at the Front Desk;
check and monitor availability to help reduce cost.
在前台进行日常供应品的贮存，检查和监督日常用品的可用性以有助于降低成本。
·
Monitor and evaluate associate performance to improve
productivity and efficiency.监督和评估员工的工作表现，改进工作效率。
·
Assumes Club Floor GRA’s responsibilities when the need
arises to ensure continuity of service.
当有需要时承担服务职责，保护服务的连续性。
·
Interact with guest at all opportunities, play a
customer contact role.
抓住每个机会主动与客人接触。
·
Handles guest request, queries promptly; ensures that a
follow up action is done; coordinate with other departments for guest request
or specific needs – to ensure total guest satisfaction.
迅速处理客人的需求，询问和抱怨，保证采取行动，和其他部门一起协调满足客人请求或特别需要 – 保证客人完全满意。
·
Be responsible and receptive to guest complaint, should
analyze and within the limitation set, make correct and quick decision to
ensure total guest satisfaction whilst also protecting the hotel property and
revenue.
负责处理客人投诉，分析问题并快速做出正确的决定，保证客人满意的同时保护酒店财产及收入。
·
Records all suggestions, complaints and compliments
from guests in the logbook to bring them to Management's attention.
将所有客人的意见和建议记录在工作日志上，向管理层汇报。
·
Demonstrate awareness of and adherence to both the Food Safety
Requirement Guidelines and prescribed Policies & Procedures; and also to
ensure Front Office colleagues abide by such values.
遵守酒店食品安全的需求，以及确保其他前厅员工们都推崇其指南。
·
Demonstrate awareness of and promote health, safety and environmental
culture to all associates.
推崇健康、安全和文明的工作环境。
·
Perform any special
duties or projects as assigned from time to time by the Management.
执行由管理层交代的其他职责及特别的项目。
