Summary
岗位职责/职位描述
§ 礼貌且高效地处理所有内部及外部客人的投诉及要求，并跟进确保问题的圆满解决。
Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
§ 始终确保所有前厅员工实现酒店品牌的承诺并提供超出客人预期的服务。
Ensures that all Front Office employees deliver the brand promise and provide exceptional guest service at all times.
§ 前厅部要在给客人留下最深的品牌理念的前提下，根据主要的绩效指示积极主动地管理成本。
Ensures that the Front Office operates with the lowest possible cost structure while also delivering on the brand promise to the guest, proactively managing costs based on key performance indicators.
§ 若有需要，协助每周收益管理会议。
Assists in weekly yield and revenue management meetings, as necessary.
§ 协助准备、使用和更新年度市场计划。
Assists in the preparation, utilisation and update of an annual Marketing Plan.
§ 确保每日预抵贵宾、有特殊要求、常住客人的房间提前预留、并且通知客房部同事打扫和放置欢迎赠品。
Ensures that all daily arrival V.I.P. rooms, special request rooms, and long stay guest rooms are pre-blocked in advance, that Housekeeping is notified and that each room is prepared with the appropriate welcome amenities.
§ 协助确保凯悦温情及房务部经典20条的实行。
Assists in making sure that all Touches of Hyatt and the Rooms Top 20 have been implemented。
Qualifications
- 5年以上相关工作经验
- 尊重客人需求，认真对待客人的提问或投诉，热衷于满足客人期望，时刻提供专业和高水平的服务质量
- 工作自觉主动、负责任
- 性格开朗，能从容应对压力
- 具有良好的团队合作精神，全力支持并协助他人工作
- 出色的沟通及表达能力
- 愿意接受轮班工作
- At least 5 year similar working experience
- Respects guest needs; takes great interest in satisfying them by taking their interests and complaints seriously; consistently delivers professional services with high quality work standards
- Acts on own initiative and takes responsibility for own work
- Have a bright and cheerful disposition，can contend with pressure
- Has team spirit, willing to provide assistance and helpful
- Has good communication & interpersonal skills
- Accepts to take shift work
$ads={1}