宾客服务主管 Lead Host

1.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 employees deliver the brand promise and provide exceptional guest
service at all times.
2.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
employees provide excellent service to internal customers as appropriate.
3.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
4.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 employees are aware of current promotions, policies and other
important information
5.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 employees are familiar with the hotel’s products and services
6.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.
7.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.
8.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.
9.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.
10.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
11.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.
12.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.