副理 - 前厅部 AM - Front Office

1.礼貌而高效地处理所有客人和内部的投诉和询问，确保问题得到圆满解决。
Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily
2.保持与顾客和同事的良好合作关系。
Maintain positive guest and colleague interactions with good working relationships.
3.确保所有员工始终提供给客人礼貌、专业的服务。
Ensures all associates provide a courteous and professional service at all times.
4.确保所有前厅部员工遵循品牌承诺并始终提供优异的对客服务。
Ensures that all Front Office associates deliver the brand promise and provide exceptional guest service at all times.
5.确保员工适时的为其他部门员工提供同样优质的服务。
Ensure that Front Office associates provide excellent service to internal customers as appropriate.
6.协助问候并向贵宾和长住客人提供入住登记服务。
Assist in greeting and checking-in VIP and Long Stay guests.
7.确保所有前厅部员工熟悉掌握酒店的产品知识及服务标准。
Ensure that all Front Office associates are familiar with the hotel’s products and services.
8.经常性的亲自确认客人在入住和离店过程中得到尽善尽美的服务。
Personally and frequently verifies that guests are receiving the best possible service during check-in and check-out.
9.繁忙时期确保前厅部及其他各个区域均能有条不紊地运作并实现酒店的品牌承诺。
Spends time in Front Office areas during peak periods to ensure that the area is managed well by the respective team and delivers the brand promise.
10.推行客人认知计划并更新客史数据。
Implements consistent guest recognition programmes and maintain a relevant guest history database.
11. 确保客人信息的历史记录得到精确的维护，并提前对回头客进行入住登记。
Ensures that guest history records are accurately maintained and all repeat guests are pre-registered.