前台接待/主管 Front Desk Agent/Supervisor

用微笑,眼神交流,友好的语言问候,尽可能称呼客人的名字来欢迎和感谢每一位客人。Greet and thank each guest with a smile, eye contact, friendly words, and by their first name whenever possible.与客人就他们的入住体验、酒店服务和酒店所在地景点/产品进行交谈。Talk to guests about their stay, hotel services and local attractions/products.使用品牌或酒店的具体程序,积极聆听和回应客人的问题、疑虑和要求,已解决问题,使客人满意,并建立信任。Use brand or hotel specific procedures to actively listen to and respond to guest questions, concerns and requests, to resolve issues to guest satisfaction, and build trust.担任部门的榜样或导师,与员工一起工作,履行技术或职能的工作职责。Serve as a role model or mentor for the department, working with employees to perform technical or functional job duties.鼓励和激励员工表现出最佳状态,对任务和指派的工作负责,做出决定并对可能的改进提供意见。Encourage and motivate employees to perform at their best, take responsibility for tasks and assigned work, make decisions and advise on possible improvements.协调任务并与其他部门合作,以确保部门的有效运行。Coordinate tasks and cooperate with other departments to ensure the effective operation of the department.分配并确保工作任务按时完成,并达到适当的质量标准。Assign and ensure that work tasks are completed on time and to appropriate quality standards.协助管理层准备员工的排班表。协助管理层准备员工的考勤报表(例如确保准确性、调整和分配)Assist management in preparing employee schedules. Assist management in preparing employee attendance reports (e.g. ensuring accuracy, adjustment and distribution).确保员工接受关于公司核心价值观、工作角色、职责以及技术和服务方面的培训。Ensure that employees are trained on the company's core values, job roles, responsibilities, and technical and service aspects.听取员工关于改进工作方式和服务方式的建议,并根据需要获得管理层的支持,以便采取行动。Listen to suggestions from employees on how to improve working practices and service delivery and get support from management to take action as needed.确保员工遵守酒店标准和政策以及外部法规(如安全、职业安全与卫生条例和食品标准等部门特定程序)。Ensure that employees comply with hotel standards and policies as well as external regulations (such as sector-specific procedures such as safety, occupational safety and health regulations and food standards).