迎宾天使（宾客关系专员）

· Must be outfitted
in a unique uniform that is well designed and chic and contains elements of
pink to make them easily identifiable to the hotel guests.
迎宾天使必须身着精心设计、美观并结合粉色元素的统一制服从而能便于宾客识别。
· Must be in the
lobby and front office areas during their shift.
必须在工作班次中服务于酒店大堂和前厅区域。
· Have a clear
general knowledge of the hotel product to allow up sell and cross sell of hotel
rooms and facilities. This should include room types, food and beverage
facilities, spa and health club, daily catering events and local neighbourhood
information.
拥有清晰的酒店产品知识从而推销酒店更好房型及其他酒店产品，其中必须包括酒店房态、餐饮设施、水疗中心、健身中心、每日宴会以及相关周边信息。
· Welcome and
farewell guests from the lobby.
在酒店大堂欢迎及欢送宾客。
· Greet and acknowledge
guests that are waiting in the lobby.
与在大堂等候的客人打招呼并做出相应反应。
· Anticipate guest
needs and handle guest inquiries in a helpful and attentive manner.
预先估计宾客的需要并用殷切有理的态度处理宾客的需求。
· Escort guests upon
arrival to front desk and introduce by name to front desk colleague.
引领未入住宾客去前台并向前台接待员介绍宾客的名字。
· Service Stylists
must be able to talk to guests should they be waiting in a queue to check in or
check out.
迎宾天使必须与排队等候入住或结账的宾客交流。
· Listen to guests
requests with warmth, care and empathy and where necessary show guests to
particular service areas for more information or action.
充满热情，关怀及感同深受地聆听宾客的需求，在有必要的情况下带领宾客去相关服务区域从而获得更多的信息或行动。
· Recognize return
guests and VIP’s in the hotel.
认识酒店的再次入住宾客和VIP客人。
· Attend daily shift
briefing and be fully aware of the on-day room’s situation.
参加每日例会并清楚了解当日房态的情况。
· Be knowledgeable on the Brilliant by Langham program.
熟知卓逸会内容。
· Be aware of their
responsibilities in the event of an emergency situation.
清楚知道在紧急事件中所应承担的职责。
· Service Stylists
must perform other duties as assigned by their supervisors or managers.
迎宾天使必须履行主管或者经理安排的其他工作职责。
· Drive the Brilliant by Langham program to attain set
targets and ensure the guests receive the required recognition
and benefits for their membership level. Relevant colleagues in Front Office should
be certified as Brilliant ambassadors and all guest facing colleagues must be
aware of the benefits and joining requirements of the program
推进卓逸会项目从而达到设订的目标并确保宾客依照他们的会员级别获得相应的会员礼遇. 所有前厅同事都应通过卓逸会的考核并成为大使，所有对客同事都必须了解会员的礼遇及人会条件。
· Attend assigned
training sessions on time and as scheduled.
准时参加已安排的培训课程。
· Ensure attendance
to work is on time as scheduled.
确保按照预先安排的班次准时上岗工作。
· Perform any duties assigned by the Management.
执行任何管理层委托的工作。
· Comply with rules and regulations of the Colleague
Handbook.
遵守《员工手册》的各项规章制度。
· Ensure the timely completion of seasonal sales products
for the hotel, including but not limited to New Year gift boxes, rice
dumplings, and mooncakes.
按时完成酒店季节性销售产品，不局限新年礼盒、粽子、月饼。
· Comply with attendance policies and follow management's
shift arrangements regarding overtime work and leave.
遵循考勤制度，服从管理人员安排的合理加班和休假。
· 100% Complete hotel and job-related training courses.
100%完成酒店和岗位相关的培训课程。
· Complete review tasks on all platforms to improve the
hotel's reputation and market ranking
完成各平台点评任务，提升酒店声誉和市场排名。