礼宾员 Guest Service Agent - Concierge

1、保证礼宾部高效顺畅的运作。§ 确保遵循品牌承诺并始终提供优异的对客服务。
Delivers the brand promise andprovide exceptional guest service at all times.
2、适时的为其他部门员工同样提供优质的服务。
Providesexcellent service to internal customers as appropriate.
3、熟悉掌握酒店的产品知识、服务标准及酒店政策。
Befamiliar with the hotel’s products and services and policies.
4、礼貌并有效地处理客人和员工的投诉或询问，将客人投诉立即汇报至副理。
Handlesall guest and internal customer complaints and inquiries in a courteous andefficient manner, Feedback guests’ complaints to Assistant Manager immediately.
5、保持与顾客和同事之间良好的合作关系。
Maintainspositive guest and colleague interactions with good working relationships.
6、确保客人信息的历史记录得到精确的维护。
Ensuresthat guest history records are accurately maintained.
7、确保留存所有与酒店、公司、地方法规相关的财务记录；遵循财务记账，资金处理的规定；及时准确的汇报财务信息。
Ensuresthat all hotel, company and local rules, policies and regulations relating tofinancial record keeping, money handling and licensing are adhered to,including the timely and accurate reporting of financial information.
8、确保服务符合品牌标准的基本要求，适时提供更多可供选择的品牌服务。
Ensuresthat all company minimum brand standards have been implemented, and thatoptional brand standards have been implemented where appropriate.
9、拥护并执行凯悦温情及房务部经典20条。
Embracesall Touches of Hyatt and the Rooms Top 20.
10、负责整理顾客意见调查结果，确保贯彻执行所有改进措施。
Respondsto the results of the Consumer Audit and ensures that the relevant changes areimplemented.
11、确保全部的顾客留言，信件，传真和包裹的正确迅速地分类及分发。
Ensuresall guests' messages, mail, faxes and parcels are handled and distributedpromptly.
12、确保所有顾客需求和要求得到及时关注并以正确的方式处理，按照客人要求提供取送服务。
Ensuresthat all guest requests and requirements are attended to promptly and handledin the correct manner. Runs errand for guest as and when required.
13、确保将所有客人意见转达给礼宾部副理，以便继续跟进。
Ensuresguest comments are channelled to Assistant Manager for follow up.
14、始终确保迅速、准确和高效的电话和留言服务。
Ensuresspeedy, accurate and efficient telephone and message service at all times.