前台接待 Resort Host

Primary Responsibilities主要职责
·To greet guests on arrival at the hotel and conduct check-in and registration procedures.
·To check villas prior to guests check-in to ensure they are clean, properly equipped and in a high standard of maintenance.
·To handle guest complaints, inquiries, and comments, log them and initiate appropriate action and follow up.
·To maintain an up to date files and information on tours, sightseeing and points of general interest and make the necessary bookings when requested.
·To handle inquiries by providing appropriate information.
·To handle inquiries by providing appropriate information.
·To conduct inspections of the public areas of the main lobby ensuring a high standard of cleanliness and maintenance and initiating appropriate action where necessary.
·To ensure that guests expectations are met or exceeded by providing an efficient, friendly and attentive service.
·To conduct hotel site inspections when directed.
·To update teleguides in the hotel computer system (Opera).
·To assist Telephone Operator to handle the hotel wake up systems.
·To take and forward messages accurately and in a timely manner.
·Handles customer complaints if possible, or reports them to supervisors.
·Ensure the Supervisor is informed of any malfunction of equipment in the Operator room.
·To upsell all hotel, spa and gallery facilities.
·To entertain guests as and when appropriate.
·To ensure that guest check out arrangements are in order, abide to the cashiering policies & standards, and to bid the guests farewell.
·To assist Telephone Operator when required.
·To carry out administrative requirements as directed.
·欢迎客人来到酒店，为客人办理入住手续。
·在客人办理入住手续之前，要为客人核实房间是否打扫好，同时要确保房间的设施等是否符合酒店高标准。
·解决客人的投诉，回答客人的问题，满足客人的需要，并详细记录下来。对于不能满足的问题，要及时跟进。
·给客人提供最新的旅游信息，各旅游景点的资讯，必要时客人预定行程。
·通过提供适当的信息解决客人询问。
·通过提供适当的信息解决客人询问。
·维护公共区域整洁，主要是确保大堂的干净整洁。
·通过提供高效、友好、及时的服务，达到并超过客人的期望。
·按指示进行酒店参观及介绍。
·及时更新客人信息，并将信息输入OPERA系统。
·协助总机准确地完成叫早服务。
·准确、及时礼貌地记录并转达信息。
·尽可能处理客人投诉，或及时向主管汇报。
·确保将所有总机设备故障的信息告知主管。
·向客人推荐，销售酒店更好的房间，水疗和精品阁的商品。
·热情地接待客人。
·确保用酒店的标准程序为客人办理退房手续并欢送客人。
·必要时要协助总机的工作。
·落实行政要求的指示。
Knowledge and Experience知识和经验
·Excellent English language skills
·Good customer relations skills
·Positive outgoing personality
·优秀的英语技能（英语熟练，工资可面谈）
·良好的与客人沟通技能
·积极的开朗的外向型的个性