宾客服务中心服务员

营运管理
Operational
§  确保以礼貌、高效的方式处理所有来电。
Ensures all telephone calls are handled in a polite, efficient manner.
§  对不能立即解决的投诉和问题，向宾客服务中心主管/副理报告。
Reports complaints or problems to Team Leader/Assistant Manager – Guest Services Center if no immediate solution can be found.
§  确保具有营销员的态度，并抓住酒店内的一切销售机会。
Ensures a sales attitude is adopted at all times and maintains an awareness of all sales opportunities within the Hotel.
§  确保对酒店产品和当地情况的高度了解。
Ensures a high level of product knowledge of hotel and local area.
§  确保始终提供高水准的服务。
Ensures a high level of customer service is consistently maintained.
§  根据部门程序，操作总机的控制台、呼叫系统和员工计算机系统。
Operates switchboard consoles, paging system, and associated computer equipment in accordance with departmental procedures.
§  确保将任何来自客人或其它部门的反馈及时并准确地汇报给宾客服务中心主管/副理。
Ensures the Team Leader/Assistant Manager – Guest Services Center is kept fully aware of any relevant feedback from either customers or other departments.
§  确保具有高水平的酒店产品知识，以便在机会出现时，宣传/销售客房、餐厅及其它设施/活动。
To be knowledgeable and promotes/ upsells Rooms, Outlets and other facilities/ programmes whenever opportunities arises.
§  主动向潜在客人推荐凯悦天地计划。
Promotes World of Hyatt program to potential guests whenever possible.
§  遵守房务部制定的所有系统和程序。
Complies with all systems and procedures as laid down by the Room Division.
§  必要时协助预订部的工作。
Assists with reservations whenever necessary.
§  及时处理所有收到及发出的邮件和传真。
Handles incoming and outgoing mail, and faxes in a timely manner.
§  全面了解酒店提供的所有服务。
Has a thorough understanding of all the services offered by the Hotel.
§  熟悉城市的每个方面，以便礼貌并高效的满足客人需求。
Fully conversant in all aspects of the city in order that all guests’ queries can be handled efficiently and courteously.
§  确保将所有预订、定单、申请准确及迅速地传送到有关部门。
Ensures that all reservations, orders, requests, etc. are accurately and quickly relayed to the department concerned.
 
总则
General
§  按要求出席所有会议并作出贡献。
Attends and contributes to all Meetings as required.
§  始终提供礼貌和专业的服务。
Provides courteous and professional service at all times.
§  根据安排参加酒店培训课程，以提高工作技能及知识。
Attends hotel and departmental training sessions as scheduled to improve skills and knowledge.
§  礼貌而高效的处理客人和员工询问，对不能立即解决的投诉和问题进行汇报，并及时回馈和跟进。
Handles guest and associate calls in a courteous and efficient manner, reporting complaints or problems if no immediate solution can be found, whilst providing feedback for a prompt follow up.
§  了解关于员工及行业关系的法律、法规，理解并严格遵守员工手册中的规章制度，及酒店关于防火、卫生、健康和安全的制度。
Is knowledgeable in statutory legislation in associate and industrial relations, understanding and strictly adhering to Rules & Regulations established in the Associate Handbook and the Hotel’s policies concerning fire, hygiene and health & safety.
§  确保高标准的个人形象和仪容仪表。
Ensures high standards of personal presentation & grooming.
§  与客人和同事保持基于良好工作关系的接触。
Maintains positive guest and colleague interactions with good working relationships.
§  负责促进在酒店内部和外部的客人、员工的有效沟通。
Responsible for facilitating efficient communications for both guests and associates both within the Hotel and for external communications.
§  阅读并熟悉与宾客服务中心相关的所有通知。
Reads and be familiar with all memos concerning Guest Services.
§  必要时为客人提供基本信息。
Provides general information to guests when necessary.
§  根据酒店、行业和公司的指引，回应需求、改变，执行任何合理的任务及额外职责。
Respond to requests to undertake any reasonable tasks and secondary duties and to changes as dictated by the hotel, industry & company.
§  能应对工作职责的变化。为了满足营业及客户服务需求，也许会有工作职责的变动，包括调任至其他部门/地区。
To be flexible in your job function and perform any other reasonable duties and responsibilities which may be assigned to you, including redeployment to other departments/areas if required, in order to meet business demands and guest service needs.
§  酒店依靠员工的灵活性以保证已达到的高标准的持续性。因此，此份工作职责仅作为最常用的工作职责的指南，如有需要，可进行修改和调整。
The Hotel relies upon the flexibility of its associates to ensure the continuity of the high standards currently being achieved.  As such, this job description is only intended to be a guide to the most regularly performed duties and is subject to amendment and change as may be considered necessary from time to time.
 
其他方面
Other Comments
§  职位属于“员工”级并享有相应的福利。
 Position is ranked as “Host” with related benefits provided.