VIP管家

Duties and Responsibilities 工作职责
l Must be in the lobby and front office areas during their shift.
必须在工作班次中服务于酒店大堂和前厅区域.
l Have a clear general knowledge of the hotel product to allow up sell and cross sell of hotel rooms and facilities. This should include room types, food and beverage facilities, spa and health club, daily catering events and local neighbourhood information.
拥有清晰的酒店产品知识从而推销酒店更好房型及其他酒店产品.其中必须包括酒店房态,餐饮设施,水疗中心,健身中心,每日宴会以及相关周边信息.
l Welcome and farewell guests from the lobby.
在酒店大堂欢迎及欢送宾客.
l Greet and acknowledge guests that are waiting in the lobby.
与在大堂等候的客人打招呼并作出相应反应.
l Anticipate guest needs and handle guest inquiries in a helpful and attentive manner.
预先估计宾客的需要并用殷切有理的态度处理宾客的需求.
l Escort guests upon arrival to front desk and introduce by name to front desk colleague..
引领未入住宾客去前台并向前台接待员介绍宾客的名字.
l Service Stylists must be able to talk to guests should they be waiting in a queue to check in or check out.
宾客服务大使必须与排队等候入住或结帐的宾客交流.
l Listen to guests requests with warmth, care and empathy and where necessary show guests to particular service areas for more information or action.
充满热情,关怀及感同深受地聆听宾客的需求,在有必要的情况下带领宾客去相关服务区域从而获得更多的信息或行动.
l Recognize return guests and VIP’s in the hotel.
认识酒店的再次入住宾客和VIP客人.
l Service Stylists should never be behind the front desk.
宾客服务大使必须不于前台内工作.
l Attend daily shift briefing and be fully aware of the on-day room’s situation.
参加每日例会并清楚了解当日房态的情况.
l Be knowledgeable on the 1865 program.
熟知1865尊贵会内容.
l Service Stylists may be required to participate in the Change of the Day ritual at 7.05 pm each day.
l 宾客服务大使同时也将参与每日19：05日期转换的仪式
l Be aware of their responsibilities in the event of an emergency situation.
清楚知道在紧急事件中所应承担的职责.
l Service Stylists must perform other duties as assigned by their supervisors or managers.
宾客服务大使必须履行主管或者经理安排的其他工作职责.
l Attend assigned training sessions on time and as scheduled.
准时参加已安排的培训课程.
l Ensure attendance to work is on time as scheduled.
确保按照预先安排的班次准时上岗工作.
l Perform any duties assigned by the Management deemed necessary.
执行任何管理层委托的工作。
aCCOUNTABILITY责任范围
Number of employees supervised –
管理的员工
Direct N/A
直接 N/A
Indirect N/A
间接 N/A
QUALIFICATIONS AND REQUIREMENTS任职要求
Required Skills –
技能要求
l Out-going personality
l 性格开朗
l Good communication skills
l 良好的沟通技巧
l Office administration experience
l 办公室行政经验
l Good command of English and Mandarin, other languages would be an advantage
l 良好的英语及普通话掌握能力,掌握其他语言者优先考虑.
Qualifications –
学历
l Certificate / Diploma / Bachelor in Hotel Management or Human Resources Management
l 酒店管理类或人力资源管理类证书/学历证明/学士学位证明
Experience –
经验
§ One year working experience, preferably in hotel industry
一年相关的酒店工作经验
男性身高 180 厘米 女性身高 168 厘米