温泉前台接待

1. Welcome - warmly greetthe guest; ask of their experience of the day and offer assistance.
欢迎客人-热情的问候，询问客人的体验感受并且提供帮助
2. Ensures Hot Springreception premises are clean and tidy before and after, and during operationhours.
确保温泉前台区域营运开始前、结束后，及营运期间保持干净、整洁
3. Ensures that Hot Springambience is maintained throughout operations hours in accordance withdepartmental standard.
按照部门要求，布置和准备温泉设施
4. Ensures that adequatesupply of guest amenities and supplies are maintained and provided to guests.
确保客人所需物品准备充分, 随时为客人提供相应的服务
5. Check that allfacilities under one’s respective areas are in good working order, and toreport defects to the Hot Spring Supervisor.
检查温泉各个区域所有设施运作正常，如有问题立刻向温泉主管报告
6. Be fully aware of thedaily booking programmed and to update any changes to the system.
清楚了解每日的预订情况，如有变化，及时在系统中跟新
7. Check the followingshift’s appointments at the end of each shift and to make necessarypreparations accordingly.
每日班次结束时检查下一个班次的工作安排，做好适当的准备工作
8. Enhance guestrecognition at all times by addressing guests by name and interacting with themon a professional level.
任何时候都要以客人的名字称呼客人, 尽自己最大能力和客人交流
9. Always offers analternative if a requested service is unavailable.
在选择的服务不允许的情况下，给客人提供其他选择
10. Always visible toguests by being present at the reception desk.
总是在接待台区域，让顾客可以时刻看见
11. Be fully conversantwith Hot Spring services and facilities in order to be able to make helpful recommendations, and to be able to up-sell Spatreatments, Hot Spring services and Hot Spring products.
熟悉温泉的各种服务和设施，针对性地进行有效的推荐，推广销售Spa疗程，温泉服务及产品
12. 1Answer telephone callsin a professional, courteous and polite manner in accordance with Hot Spring’sstandards.
根据温泉部门标准，专业、礼貌地接听客人的来电
13. Accept and accuratelyrecord all guest bookings for Hot Spring services in accordance withdepartmental procedures.
按照部门程序接受并准确地预订客人的温泉服务
14. Ensure that allcashiering functions are carried out in accordance with Hot Spring’s accountingprocedures. Ensure that guest billing,collect payment and issue invoice correctly and accurately.
确保所有收银按照温泉规定的财务程序操作。 确保客人账单，收银和开具发票准确和正确性
15. Ensure that lockers areproperly issued and utilized, according to departmental procedures
确保更衣柜的发放和使用按照部门程序
16. Ensure that all guestrequirements and requests are coordinated correctly and cordially with otherservice staff, to ensure guest satisfaction.
确保尽力协调所有客人的需求和要求，并且友善的与其它服务人员合作，确保客人满意度
17. Accept responsibilityfor, and to show initiative in decision making when handling minor guestobjections, in order to enhance guest satisfaction.
承担责任, 在处理客人的投诉时要及时做出正确的决定，以提高客人的满意度
18. Refer major guestobjections to immediate superior to prevent further guest dissatisfaction
对于客人较大的投诉，应立即报告主管或者经理，及时处理，以免增加客人的不满意感
19. Ensure that all reports– daily, weekly and monthly – are prepared accurately and submitted on a timelymanner as directed by superior.
确保所有报表 – 日报，周报，月报 – 精确并根据主管要求及时上交
20. To remind guest takecare of their valuables and keep in their assigned lockers.
入场时提醒客人保管好自己的贵重物品，并且锁进自己的更衣柜中。
21. Maintain high level ofwork cooperation with other department.
与其它部门保持良好沟通
22. To offer welcome drinkand hot or cold hand towel to guest
为客人提供欢迎饮料及冷热毛巾服务
23. Farewell - warmly greetthe guest; ask of their experience of the day; offer guest to visit our galleryfor signature HS items and other merchandise; offer assistance for futurebookings at Spa / Restaurant / Tour etc.
道别 - 热情的问候客人，问候客人的体验感受，主动建议客人参观我们的悦椿阁并且提供温泉以及其它的相关商品信息，为客人提供关于spa/餐饮/旅游的相关预定信息。