Guest Experience Manager provides day-to-day
supervision, direction and leadership to all staff in accordance with the
objectives, performance and quality standard established by EDITION. Ensures
that the communication system of the hotel is well maintained and guest
communication handled politely and efficiently.
进行日常的管理、指导及领导工作，并确保该部门能执行 EDITION酒店的标准达到工作目标且同事工作表现符合要求。另须确保酒店的通讯系统运作正常且对客人提供有礼、高效的电话服务。
Safety and Security 安全
Follow property specific procedures for handling emergency situations (e.g. evacuations, medical emergencies, natural disasters).
根据酒店程序处理紧急情况（例如：疏散，医疗急救，自然灾害）
Report work related to accidents, or other injuries immediately upon occurrence to manager/supervisor.
一旦发现任何事故，意外立即上报。
Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
根据酒店和部门的安全政策，保证清洁，安全的环境。
Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
及时发现和纠正不安全的操作/情况，及时汇报给管理团队。
Policies and Procedures 政策与程序
Protect the privacy and security of guests and team members.
保护客人及团队成员的隐私和安全。
Maintain confidentiality of proprietary materials and information.
对酒店的内部材料和信息保密。
Follow company and department policies and procedures.
遵循公司及部门的政策和程序。
Attends scheduled training.
按计划参加培训。
Always be briefed and updated with important information of hotel.
了解酒店信息并做及时更新。
Performance standards must be used at all times in order to project a uniform standard and maintain a notable image of the switchboard.
始终贯彻本岗位工作标准。工作标准的使用是为了建立统一的服务标准并让宾客体验给人以深刻的印象。
Never offers guest information or guest room number to the callers
不要把客人的信息或房号告知来电者。
Notify Security of any guest reports of theft.
接到客人报告偷盗事件及时通知到防损部。
Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
维护酒店的工具，设备，机器。确保酒店的政策和程序的一致性，负责和监管每日的工作。
Communication沟通
Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
接听电话使用正确的电话礼仪，包括3声以内接听电话，把微笑融入到声音里，称呼来电者，转接电话到正确的人员或 者部门，得到对方的允许情况下等候电话，提供留言服务，等对方挂断电话后再挂。
Operate the telephone switchboard station in order to answer telephone calls.
为了电话正常的运行需掌控程控交换的操作。
Process guest requests for wake up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls, and non-registered guest calls.
为客人提供电话叫醒服务,电话过滤,免打扰,电话转接,电话会议,转拨电话,为登记的电话。
Transfer guests with internet access issues to the internet service provider's customer support line.
客人有无法获取网络的问题时及时为客人转接电话至我们的网路供应商服务热线。
Instruct guests on how to access the internet (e.g., broadband, wireless).
告知客人如何获取网络 (比如, 宽带,无线) 。
Follow up with guests regarding satisfaction with guest-related issues.
跟进并确保客人的问题得到解决并满意。
Respond to special requests from guests with unique needs.
及时回复有特殊要求的客人并提供独一无二的体验。
Update and distribute property telephone directories to property staff.
更新及发布电话通许录。
Monitor busy or unanswered lines, check back with callers on hold to update status, and offer to take a message.
监管忙碌或者无应答的线,回应等候电话者现在的状态,或者建议留言.
Communicate guest and employee messages by printing messages and arranging for delivery of printed messages.
打印留言给客人和同事,并安排及时递送。
Speak to guests and co-workers using clear, appropriate and professional language.
用专业，清晰及正确的语言跟客人和同事交流。
Prepare and review written documents (e.g., daily logs, business letters, reports), including proofreading and editing written information to ensure accuracy and completeness.
检查所有的资料，确保编辑的所有信息的准确性和圆满性（比如，每日日记，商务信件，报告）。
Talk with and listen to other employees to effectively exchange information.
和其他同事进行良好的信息交流及倾听。
Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email).
和其他同事进行良好的电子信息交流及倾听（比如，传呼，对讲，邮件）。
Provide assistance to coworkers, ensuring they understand their tasks.
提供帮助给其他同事的同时，确保他们理解他们的工作。
Assists Management协助管理
To ensure daily operational materials are sufficiently stocked and must be well controlled. Recycling of forms should be encouraged and to prevent wastage.
确保每日工作所需的材料和物品的齐全和充足，并确保所有物品合理的使用和保存。鼓励重复利用，防止浪费。
Monitor performance standards.
监督宾客体验同事的电话礼仪和工作标准。
Staffing-numbers, grooming and attitude.
同事管理－上班人数，仪容仪表和态度。
Ensure all Guest Experience Attendant to use the EDITION standard to answer the phone.
确保所有宾客体验接线员使用规范的EDITION电话用语。
Ensure all Guest Experience Attendant following the set standard for providing the best service to all of guest.
确保所有同事遵循工作标准，为所有客人提供更好的服务。
File the employee feedback and report it to management after the department meeting, each issue needs to follow up.
对部门同事在每月例会上的反馈意见和建议进行跟进和存档，并向管理层汇报。
Help in guiding the Guest Experience Attendant in carrying out their assignment and constantly anticipating their needs.
与同事沟通帮助其完成工作，并了解同事的个人需求。
Maintain relevant Log-book and file.
确保相关的信息及时更新并存档保留。
Ensure all employees read and initial the logbook after reading and double-check on all Guest Experience Attendant is important.
确保所有同事详细阅读交接本上的各项工作要求并签名，并严格遵守。
Check and update all information in Guest Experience every day.
核实并及时更新所有和宾客体验有关的信息。
Daily line-up and testing of product knowledge to ensure all Guest Experience Attendant are knowledgeable on hotel facilities.
每天进行会议并测试宾客体验同事的工作知识保证她们对酒店的设施非常了解。
Daily check on morning calls made and reminds calls given, ensure the wakeup call standard is in practice at all times.
每日核查所有的叫早和提醒服务的标准,确保认真按照标准执行叫早服务。
Monitor and handle guest comments, find good ways to engage the guest.
聆听并处理客人的意见，找到好的途径去让客人满意。
Motivate the staff to work and provide their best to the guest and conduct telephone training as and when needed.
带领所有同事全身心的投入到工作中,并完善部门内的培训工作。
Be fully aware of the functioning procedure of all switchboard equipment.
时刻保持部门设备的日常维护以确保正常工作。
Ensure the appropriate back up reports are sent to Guest Experience office in case of system shutdown
确保准备好相关的备用报告以备系统停止运作之用。
Ensure the whole Guest Experience office is clean and tidy.
时刻保持宾客体验办公室的清洁。
Take care of Guest Experience team, help them learn and grow.
关心部门同事，帮助他们学习与成长。
Reports/Recordkeeping报表/记录
Print contingency lists to have a record of all guests in case of emergency.
打印意外事故名单并记录, 防范客人如有紧急事件。
Review shift logs/daily memo books and document pertinent information in logbooks.
检查班次记录表/每日备忘录和相关的信息记录在交班本上。
Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.
导出每日报告(预定, 预退),标示出客人的特殊要求, 准确的检查报告。
Working with Others 协作
Support all employees and treat them with dignity and respect.
协助同事，尊重他们。
Develop and maintain positive and productive working relationships with other employees and departments.
建立和保持积极高效的工作关系。
Partner with and assist employees to promote an environment of teamwork and achieve common goals.
协助同事们建立团队协作的环境，以成就共同的目标。
Actively listen to and consider the concerns of other employees, responding appropriately and effectively.
积极的倾听和关心同事,适当时做出有效的反映。
Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
在处理同事和客人敏感问题时，确保机智，尊重，有很好的外交能力，信息的保密。
Perform other reasonable job duties as requested by Supervisors, include similar job duties as decided by their supervisor, possibly in other departments; however at the same level
建立和沟履行上级安排的其他工作，包括被安排到其他部门协助工作，但职位级别不改变。
立即沟通
