岗位职责/职位描述

Work alongside guest contact colleagues ensuring the delivery of on brand guest service with poise.
与对客同事紧密合作确保向宾客提供符合品牌要求的服务体验.
Execute job tasks according to the pre-defined standards & procedures and in compliance with the company employment handbook.
根据拟定的规定条例以及公司同事手册执行其职责范围内的工作。
Ensure all areas in the concierge lounge are up to standard and all operating equipment is well-maintained.
确保礼宾部区域符合标准以及所有设备运作正常。
Demonstrate honesty, reliability, ethics, and professionalism; demonstrate consistency between words & behaviour.
展现诚实，可靠，规范及专业的工作礼仪。

Handle dissatisfied guests during their stay or after they have departed to resolve complaints and identify and rectify any processes which lead to the service shortfall.
处理入住期间宾客所遇的不满意之处和解决他们离店后的投诉并确认及改进服务中的不足之处。
Build positive and productive working relationships with customers, subordinates, peers, superiors, business partners, and the community; encourage this behavior in others.
与宾客，下级，同级，上级，合作伙伴及社区建立正面及有效的工作关系。并鼓励其他同事也依照此行为准则。
Accept personal responsibility and accountability for achieving results within targeted timelines; ensure clear authority and accountability for results by others.
在规定的时限内承担相应的责任及义务从而完成任务。并清晰其他职务的权限及责任。
Collect and analyse data to make customer focused business decisions; ensure colleagues understand and exceed customer expectations.
收集并分析数据从而使顾客群集中商业决策; 确保同事理解并超越顾客的期望.
Ensure relevant information is circulated through the hotel to enhance colleague effectiveness and the guest experience.
确保酒店内部相关信息的流通从而增加同事的效率和宾客的体验.
Responsible for keeping standards and procedures and information folders and brochures up to date.
遵守酒店标准和程序以及信息资料和宣传册的更新。
Ensure a smooth co-ordination between the individual sections of Front Office and Rooms Division.
确保与其他前厅各部门及房务部建立良好的合作关系。
Liaise and work closely with other departments to resolve any operational issues.
与其他部门保持紧密联系和工作从而解