职位描述
Food & Beverage： • Guest Satisfaction: Ensures products and or services provided by the restaurant meet or exceed guest expectations and build customer loyalty through product and or service excellence. Is actively present in the outlets to ensure the wellbeing of the guests 客人满意度: 确保生产物或是其他服务的产生都鉴于在宾客的满意值上,并建立和宾客之间的忠诚度是服务更出色. • Displays leadership in guest hospitality, exemplifies excellent customer service and creates a positive atmosphere for guest relations. 积极展现待客殷勤,优良的宾客服务和积极向上的氛围. • Interacts with guests to obtain feedback on product quality and service levels; effectively responds to and handles guest problems and complaints. 虚心接受客人提出的反馈便于我们提升服务质量,并有效的对客人提出的问题和投诉进行反馈. • Meets with guests on an informal basis during meals or upon departure to obtain feedback on quality of food and beverage, service levels and overall satisfaction. 通过和客人接触而获得肯人对于餐饮服务上的质量反馈，服务层次和总体满意度 • Meets with guests on an informal basis during meals or upon departure to obtain feedback on quality of food and beverage, service levels and overall satisfaction. 通过和客人接触而获得肯人对于餐饮服务上的质量反馈，服务层次和总体满意度 Front Office： • Ensure efficient provision of front desk service by check in and escort VIP guests courteously and efficiently, co-ordinate check in of special categories of guest, follow up on special check-out procedures for VIP guest, handle express check out when required, assist in maintaining the free flow of guest in the lobby by helping out guest with their check in when situation required. 提供贵宾服务计划，包括房内入住登记手续，退房前预先准备账单，执行快速退房服务等等。 • Handle lost and found items, drill open of safe deposit box, and other operations matters from time to time. 根据需要处理失物招领、破拆保险箱等特殊要求。 • Be knowledgeable about Marriott Rewards and Frequent Flyer Programs. 熟悉万豪礼赏计划和飞行里程计划。 • Keep good relations with customers and write up guest contact reports for the attention of the Management. 与客人保持良好的关系，及时向管理层反馈客人的意见和建议。 • Assist in handling guests when other sections are busy. 当其它部门因人手不足而让客人等待时，需主动提供帮助。 • Create a productive and positive atmosphere, have a good relationship with all associates and other departments. 保持积极正面的氛围，与本部门和其它部门的同事保持良好的关系。 • Ensure immediate and prompt guest attention to all guest concerns and complaints. 及时回应处理所有客人的疑问和投诉。 • Responsible for resolution of problems and follow up with the guest within 10 minutes to ensure satisfaction. 十分钟之内向客人回应处理投诉的措施，以确保客人的满意度。 • Develop friendly conversation with guests and obtain feedback from them and reflect to department concerned. 与客人愉快地交流，将获得的信息反馈给有关部门。 • Be Familiar with the hotel emergency procedures and to ensure maximum safety of guest and employees in case of emergencies. 熟悉酒店的紧急事件处理程序，并在处理紧急事件的过程中确保客人和员工的安全。 • Communicate on a daily basis with sales and the executive office for VIPs. 向销售部员工了解贵宾的有关信息。 • VIP rooms blocking, ordering gifts, check gifts, check rooms, welcome VIPs and guidance to the rooms. 安排并检查贵宾房和欢迎礼物，准备贵宾登记资料。