1.?Tohave complete knowledge of the operational systems at Front Office.
全面掌握前廳部操作系統專業知識。
2.?Tohave complete knowledge of Shangri-La standard operating policies andprocedures.
全面掌握香格里拉標準操作政策和程序方面的知識。
3.?Tohave complete knowledge of Shangri-La Program e.g. Golden Circle, FFP, GuestHistory.
全面掌握香格里拉會員活動知識。例如貴賓金環會,飛行里程計劃,客史記錄。
4.?Supervisesthe Guest Relations operation and workflow to maximize guest’s satisfaction.
管理賓客關系部的運作和工作流程,使賓客滿意度最大化。
5.?Identifiesstaff training requirements and service improvements areas.
識別員工的培訓需求和服務中需要提高的區域。
6.?Supervisesand guides all staff to ensure that hotel policies and procedures are adheredto.
管理和引導員工并且確保酒店政策和程序的執行。
7.?Conductsdaily and monthly meetings to highlight areas of improvement in the serviceaspects and obtain feedback.
獲得客人的意見,舉行每日和每月會議并指出服務中需要提高的區域。
8.?Creates a positive and highly motivatedworking environment that promotes and develops teamwork.
創造積極和諧的工作環境以促進和發展團隊精神。
9. Utilizes and develops communication toolsand channels for the dissemination of information and workflow in the section..
利用和發展溝通交流的工具和途徑, 為部門進行很好的工作信息和流程的傳遞。
10.??Monitors for the accurate maintenance ofguest history database.
監督客史數據庫的維護。
11. Ensuresguest preferences are collected and action upon in order to delight our guests.
確保賓客喜好表的收集和行動實施以便在對客服務中使我們的賓客喜出望外。
12.??Drives customer delight and retention bybeing a role model in delighting guest in every single interaction.
推動喜出望外的賓客忠實感必須在每一次的對客服務接觸中成為令賓客喜出望外的模范。
13.??Actively obtains feedback from guests andinform the relevant departments the actions taken to rectify the feedback andto ensure guests’ satisfaction.
積極地獲得客人的反饋意見并且通知相關部門改善客人的反饋意見, 確保客人的滿意度。
14.?Establishes relationships with guests todelight and gain loyalty.
建立良好的賓客關系贏得客人的忠實感。
15. Ensures guest recognition program aremaintained.
維持感謝回頭客人的賓客認知計劃。
16.? Actively obtains feedback from guests toimprove services and facilities.
積極地贏得客人的反饋意見,提高服務和設施。
17.?Enforces all quality standards andprocedures from VIP guests, pre-arrival, to their arrival, during their staytill their departure.
加強質量標準和VIP客人,預先抵達, 抵達,入住至離店的程序。