前厅部礼宾领班（前台主管）Lead Host - Front Office

在抵达时欢迎客人，确保他们在入住期间得到宾至如归的服务。
Be responsible for greeting guests on arrival and making them feel welcome and comfortable during their stay.
始终将重点聚焦在对客服务展现关爱和积极的服务态度；用心聆听并了解他们的需求 – 尽最大可能了解他们以及他们的喜好。
The priority at all times is to engage with guests in a caring and positive manner, using active listening skills to understand the needs and wants of guests – wherever possible, getting to know them and their preferences on a personal level.
做为客人入住期间的主要联络人员, 并提供创新的问题解决方法。
Should be the key contact person and resource for guests throughout their stay and should demonstrate creative problem solving.
确保完美的离店体验, 令客人感到宾至如归并期待尽快再次入住
Should also play the important role of ensuring that departure motivates guests to come back to the hotel at the earliest opportunity.
确保所有员工遵循品牌承诺并始终提供优异的对客服务。
Ensures that all Front Office Associates deliver the brand promise and provide exceptional guest service at all times.
确保前厅部员工适时的为其他部门员工提供同样优质的服务。
Ensures Front Office Associates provide excellent service to internal customers as appropriate.
协助问候并向贵宾和长住客人提供入住登记服务。
Assists in greeting and checking-in VIP and Long Stay guests.
确保所有礼宾部员工和行李员知悉最新的促销信息，规章制度及其他重要信息。
Ensures that all Front Office Associates are aware of current promotions, policies and other important information.
确保所有前厅部员工知悉最新的促销信息，规章制度及其他重要信息。
Ensures that all Front Office Associates are familiar with the hotel’s products and services.
协助推行客人认知计划并更新客史数据。
Assist to implement consistent guest recognition programmes and maintains a relevant guest history database.
礼貌而高效地处理所有客人和内部的投诉和询问，确保问题得到圆满解决。
Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
经常性的亲自确认客人在入住和离店过程中得到尽善尽美的服务。
Personally and frequently verify that guests are receiving the best possible service during check-in and check-out.
在前厅办公室投入一定的时间, 确保有条不紊的运作并且实现酒店品牌的承诺。
Spends time in Front Office areas to ensure that the area is managed well by the respective team and deliver the brand promise.
保持与顾客和同事之间良好的合作关系。
Maintains positive guest and colleague interactions with good working relationships.
确保客人信息的历史记录得到精确的维护，并提前对回头客进行入住登记。
Ensures that guest history records are accurately maintained and all repeat guests are pre-registered.
与相关部门协作，协调贵宾在店内的各项活动。
Co-ordinates VIP movements with relevant Departments as advised.