Guest Experience Expert 宾客体验专家（前台/礼宾/总机/行政楼层）

【岗位职责】
1. Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
按照酒店特定程序处理紧急情况（例如，撤离、医疗紧急情况、自然灾害）。
2. Identify and correct unsafe work procedures or conditions and report them to management and security / safety personnel.
识别和纠正不安全的工作程序或条件，并或向管理层和安全人员报告。
3. Protect the privacy and security of guests and coworkers.
保护客人和同事的隐私和安全。
4. Ensure uniform, name tags, and personal appearance are clean, hygienic, professional and in
compliance with hotel policies and procedures.
确保制服、名牌和个人外表干净、卫生、专业，并符合酒店的政策和程序。
5. Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN) to resolve issues, delight, and build trust.
积极地倾听并响应客人的问题、关注和要求，使用品牌特定的流程（例如，LEARN）来解决问题和建立信任。
6. Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
欢迎并感谢每一位客人，微笑、眼神交流、友好地口头问候，尽可能使用客人的姓氏。
7. Thank guests with genuine appreciation and provide a fond farewell.
衷心感谢客人，并向他告别。
8. Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching / listening to guest preferences and acting on them whenever possible.
预测客人的服务需求，包括询问客人的问题以更好地了解他们的需求，观察 / 倾听客人的喜好，并尽可能地根据他们的喜好行事。
【岗位要求】
1. Basic knowledge of hotel & Front Office
具有对酒店行业以及前厅部的基本知识的了解
2. Good finance knowledge
良好的财务知识或概念
3. general good attitude and appearance and with potential to easily learn the skills
具有良好的仪态、积极的态度和学习的潜力