宾客服务员-大话廊

客户服务
Customer Service
• 确保遵守品牌承诺，在宾客到达酒店后及在酒店停留期间享受到超出他们期望的服务。
Ensures the delivery of brand promise and provides exceptional guest service at all times by engaging with guests upon arrival and throughout their stay. 
• 按照酒店各个区域内的运营要求履行宾客服务员的职责。
Performs Host duties as requested and required due to operational needs in all areas of the hotel.
• 保证宾客满意度调查（HySat）得分达到或超越公司目标。
Ensures that Guest Satisfaction Survey (HySat) score is achieved or exceeded the corporate target.
• 通过礼貌有效的方式处理所有客人及内部客人的投诉和要求，并确保问题得到圆满解决。
Handles all guest inquiries in a courteous and efficient manner, following through to make sure problems are resolved exceeding expectations.
• 与客人及同事建立起积极的交流互动并保持良好的工作关系。
Maintains positive guest and colleague interactions with good working relationships.
• 通过维持与宾客的良好关系建立友好氛围。
Establishes a rapport with guests maintaining good customer relationships.
运营
Operational
• 确保酒店最基本的品牌标准都被贯彻执行。
Ensures that minimum brand standards have been implemented.
• 以支持和灵活的态度与其他宾客服务员和凯悦员工紧密合作，着眼于整个酒店的成功和酒店客人的满意度。
Works closely with other Hosts and Hyatt Place associates in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
• 以支持和灵活的态度及“团队协作”精神与其它部门合作。
Works in a supportive and flexible manner with other departments, in a spirit of “We work through Teams”.
• 按照要求维持所有设备和客用品的标准库存量。
Maintains par stocks of all equipment and guest supplies as required.
• 热诚欢迎所有到达凯悦嘉轩酒店的宾客。
Welcomes all guests to Hyatt Place ensuring a warm welcome.
• 办理入住和退房程序，包括核对宾客付款细节、上传客户资料至公安系统及分配房间。
Performs check in and check out procedures by verifying guest payment details, registering the guest with the Public Security Bureau and assigning a room.
• 帮助每一宾客了解熟悉酒店服务和设施。
Assists each guest to become familiar with the hotel services and amenities.
• 根据所定的程序引领客人入座、接受点菜及为客人服务食品及饮料。
Seats, takes orders and serves food and beverage to guest according to the established sequence and procedures. 
• 确保酒店前场区域时刻保持干净和整洁。
Ensures the Front of House areas are well maintained and clean and tidy at all times
• 在每次用餐结束后清理台面或餐桌并重新摆台。
Clears and resets counters or tables at conclusion of each course.
• 完全了解房间和餐饮计算机系统。
Fully conversant with all aspects of the Rooms and Food and Beverage Computer Systems.
• 计算账单并收款。
Computes bill and accepts payment 
• 根据需要履行收银员的职责。
Performs the function of cashier as required.
• 核对收取的现金，确保所收现金是真钞。
Verifies cash received ensuring only genuine money is collected.
• 核对宾客出示的信用卡，确保所有信用卡都在有效期内。
Verifies all credit cards presented by guest to ensure validity of the card.
• 严格遵守财务部要求的关于收银与现金处理的政策和程序。
Strictly adheres to all policies and procedures issued by the Finance with regard to cashiering and cash handling.
• 完全了解菜单中的所有菜品和饮料，并能推荐适当的食品和饮料搭配，进行增值销售。
Have a thorough knowledge and understanding of all food and beverage items on the menu and have the ability to recommend Food and Beverage combinations and up sell alternatives.
• 必要时可帮助销售部门安排新雇员和客户进行参观。
Conducts property tours for new hires and clients as necessary to assist the Sales department .