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在抵達時歡迎客人，確保他們在入住期間得到賓至如歸的服務。 Be responsible for greeting guests on arrival and making them feel welcome and comfortable during their stay. 始終將重點聚焦在對客服務展現(xiàn)關愛和積極的服務態(tài)度；用心聆聽并了解他們的需求 – 盡最大可能了解他們以及他們的喜好。 The priority at all times is to engage with guests in a caring and positive manner, using active listening skills to understand the needs and wants of guests – wherever possible, getting to know them and their preferences on a personal level. 確保完美的離店體驗, 令客人感到賓至如歸并期待盡快再次入住 Should also play the important role of ensuring that departure motivates guests to come back to the hotel at the earliest opportunity. 遵循品牌承諾并始終提供優(yōu)異的對客服務。 Delivers the brand promise and provide exceptional guest service at all times. 熟悉掌握酒店的產(chǎn)品知識及服務標準。 Be familiar with the hotel’s products and services and policies. 禮貌而高效地處理所有客人和內部的投訴和詢問，確保問題得到圓滿解決。 Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily. 保持與顧客和同事的良好合作關系。 Maintains positive guest and colleague interactions with good working relationships. 經(jīng)常性的親自確認客人在入住和離店過程中得到盡善盡美的服務。 Personally and frequently verifies that guests are receiving the best possible service during check-in and check-out. 確保客人信息的歷史記錄得到精確的維護，并提前對回頭客進行入住登記。 Ensures that guest history records are accurately maintained and all repeat guests are pre-registered. 確保留存所有與酒店、公司、地方法規(guī)相關的財務記錄；遵循財務記賬，資金處理的規(guī)定；及時準確的匯報財務信息。 Ensures that all hotel, company and local rules, policies and regulations relating to financial record keeping, money handling and licensing are adhered to, including the timely and accurate reporting of financial information.