丽思瑞大使&总机

Ensure all room assignments are done properly, especially VIP/special attention guests. Alert any early arrivals.确保所有的客人房间分配得当，特别是VIP和特殊值得重视的客人；并留意是否有早到的客人。Maintain rapport with regular guests by meeting and greeting guests upon check in and bid farewell upon departure.在帮助客人入住和欢送客人离店，平时遇到客人是，保持关系的融洽。Maximize guest satisfaction by ensuring all guest areas are regularly inspected and confirmed in-order; guest’s suggestions are attended to; ideas and suggestions on modifying existing facilities and services are raised to higher management.确保所有的客人对酒店的满意度达到最大化；客人的建议要值得注意，这些想法和建议可以改进我们现有的设施，并提高我们的管理。Ensure rooms are in good condition and being set-up according to Lixury standard and guest’s special requirements prior the guest’s arrival.确保所有客人的房间可以正常使用；房间按照集团的要求准备好，客人对房间的特殊要求在客人到店前准备完好。Ensure preferences are updated in guest profile.确保客人的喜好在系统中更新。Ensure every single guest is greeted and met upon arrival.确保在到店时，欢迎所有的客人。。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.处理客人在店期间的不满，解决客人的投诉，意识到并纠正导致客人不满的服务过程中得不足。
Develop rapport with new guests by identifying them from arrival list从到店客人的报表中，发展新客人。Identify frequent return customers and establish guest relations to maximize business opportunities with Front Desk Team.频繁的做好客户回报，建立好与客人的关系，与前台团队最大限度的创造商机。Be “The Front of the House Sales Person” – maximize all revenue generating opportunities in different aspects.要做到“前台销售人员”的形象-在各种不同的情况要达到收入最大化的机会。Be familiar with different F&B promotions – Introduce/suggest/promote our F&B outlets to guests要非常了解餐饮的推广-向客人介绍，建议，推广我们酒店的餐厅。
· Responsible for facilitating efficient communications for both guests and staff both within the hotel and for external communications.
负责为酒店内外， 员工及客人之间提供高效地沟通与交流。
·Confidently operates switchboard consoles, paging system, and associated computer equipment in accordance with departmental procedures.
根据本部门的操作程序，对总机交换台，传呼系统和相关的电脑设备运用自如。
·Connects local and international calls quickly, courteously and accurately.
快捷、礼貌和精确地为本地及国际电话进行转接。
·Handles wake-up calls as requested with accuracy, whether they are automatic programmed or personal wake-up calls.
无论是自动或人工电话叫醒服务，必须按要求提供准确的服务。
·Acts proficiently in all aspects of emergency procedures. Remains calm, alert, and efficient in the event of a major incident or problem at the hotel and maintains professional discretion.
熟练地应对各种紧急情况。在遇到任何重大事件或困难下，保持冷静和警惕并高效地进行处理。
·Contributes and maintains businesslike working environment ensuring minimal background noise and conversation which could be transmitted through sensitive headsets.
维护行业化的工作环境，确保背景噪音和谈话的最小音量，以免通过敏感的耳麦传递出去
·Provides quality service to guests, staff, and incoming calls and a wide range of information pertaining to the hotel and Activities in and around the island.
为客人及员工提供优质的接线服务，并提供酒店周边地区的有关信息。
·Reports and logs various problems which occur during the shift and passes all relevant information to relieving operator on commencement of duty.
汇报并记录当班时间所发生的各种问题，并交接所有相关信息给下一班次的接线员。
·Accepts and relays messages for guests and hotel personnel.
接收并传递信息给客人及酒店员工。
·Projects the image of courteous, friendly service at all times.
始终保持礼貌和友好的服务形象。
·Answers and connects all incoming calls from both in and out of house.
应答并转接所有内部及外部电话。
·Coordinates with Concierge and Front Desk with pending messages, faxes, etc.
协助礼宾部和前台处理未解决的信息，传真等。
·Be fully conversant in all aspects of Food and Beverage outlets in order that all guests’ queries can be handled efficiently and courteously.
熟悉餐厅的各方面知识，以便于高效和礼貌的回应客人的咨询。
·Provides general information to guests when necessary.
必要时，为客人提供信息概况。
·Takes accurate messages, morning call requests, reservations and orders for/from guests.
为/从客人提供准确的留言， 叫醒， 预定及点单服务。
·Ensures that all reservations, orders, requests, etc. are accurately and quickly relayed to the correct department at all times.
始终确保所有的预定、点单及要求等准确并快捷地传递给相关的部门。
·Reports to supervisor and Duty Manager on any guest complaints.
向主管和值班经理汇报有关客人的投诉。
·Updates the white board.
更新布告板的信息。
·Reads the logbook, and communicates with colleagues and supervisor.
阅读交班本，与同事和主管进行沟通。
·Transfers outside calls to either guests, or hotel services/facilities.
转接外部电话给客人，或酒店的服务/设施。