前台接待/行政楼层接待/接线员 Front Desk Service Agent/Executive Floor Service Agent/Operator

1. Greets customers immediately with a friendly and sincere welcome. Uses a positive and clear speaking voice, listens to understands requests , responds with appropriate action and provide accurate information such on outlet hours , special VIP programs , events , etc .
热情友好的问候客人，对客人的合理需求予以积极恰当的回应。准确提供各种信息如：酒店营业场所的营业时间及VIP促销计划等。
2. Promptly answers the telephone, advises other team members of special guest needs and passes the information accordingly.
礼貌的接听所有来电，对于客人的特殊要求予以交接班，确保信息传递的有效性。
3. Receives special requests from guests , and responds appropriately or forwards requests to appropriate team members for decisions and actions.
对自己权限范围内不能予以解决的问题和需求，及时反馈给相应部门和人员予以解决。
4. Fields guest complaints , conducting thorough research to develop the most effective solutions and
negotiate results . Listens and extends assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning , quality of dishes etc . Remains calm and alert especially during emergency situations and heavy hotel activity . Plans and implements detailed steps by using experienced judgment and discretion .
成着冷静的应对和处理各类客人投诉，如：客人对价格不满，食品质量，空调或供暖系统的不足等。
5. Takes an active role in the team by being kind, cooperative, helpful and never forgetting the person behind the guest.
积极的工作，友好的为客人提供服务。
6. Actively takes part in training where and when required, attending formal training sessions and on the job training to ensure standards and develop skills and abilities.
积极参加所需的各种培训，提高工作能力。
7. Contributes to the hotel and team by sharing new ideas and suggestions for improvements, being innovative and creative to provide quality service and customer care to team members and guests.
致力于酒店工作，为酒店发展提供建议，有创新精神，为顾客提供品质服务。