GRO

Position : Guest Service Officer Division : Rooms

Job Category : S Department :Front Office Immediate Supervisor : Guest Service Manager Section : Guest Service Effective Date : 20 April 2004 Dept No. :

MAJOR FUNCTION & RESPONSIBILITIES主要工作职责:

Job Summary工作摘要

The Guest Service Officer is responsible for a smooth and efficient supervision of the Guest Service operation in order to ensure that the guests receive the utmost care. The Guest Service Officer will coordinate with all departments concerned to fulfill guests’ needs and to respond and comply professionally with all guest requests including working closely with the Guest Service and Front Desk Managers to ensure a smooth running of the daily operations.

客户服务主任的工作重要是确保客人得到流畅,有效地高标准服务. 协调相关部门让客人的要求得到满足和提供专业的服务, 包括与前台接待和前台经理良好地合作以确保每天的正常运作. Main Duties 主要工作

1.To be well-versed with the followings:要熟悉以下几点:

i)Rooms types 房型

ii)Restaurants outlets hours 各餐厅营业时间

iii)Hotel Facilities and operating hours 酒店设施设备的营业时间

iv)City and tour information, etc. 城市的有关景点等等

2.To ensure effective communication within front office as well as other

departments and management to achieve the hotel’s operations goal.与前厅内部及各部门和管理层保持有效, 良好地沟通. 以确保酒店的正常运作目标.

3.To effectively communicate with all gues ts and patrons to achieve the hotel’s

business goals. 与客人和保护者保持良好,有效地沟通,以确保生意目标.

4.To establish good rapport with guests concerning services from all areas of

operation with a professional, warm, caring and tactful manner to reflect the positive image of the Loong Palace Resort & Spa. Also able to provide excellent solution to ensure guest’s satisfaction.与客人建立良好关系,无论在酒店的各个区域,客人均能得到专业地, 热情地, 得体地关注,让客人对龙城丽宫酒店有很好的印象, 及提供优秀地解决方法确保客人的满意度.

5.To be thoroughly conversant with the hotel’s computer system and its’ bac k up

procedure 熟悉酒店电脑系统及运作程序

6.To be conversant with the software used by the hotel in order to effectively

generate reports, training programs or any requests from in-house guests. 熟悉酒店内部软件系统, 确保有效地给予酒店内部人员提供有关报告, 培训计划或相关要求.

7.To be able to plan, organize and prioritize daily job duties effectively to ensure

Position : Guest Service Officer Division : Rooms

Job Category : S Department :Front Office Immediate Supervisor : Guest Service Manager Section : Guest Service Effective Date : 20 April 2004 Dept No. :

smooth operation. Intelligent time management by carefully delegating job duties to the team members to achieve operation objectives. 优先计划,组织团队成员的每天工作, 有效地安排时间, 以保证达到很好地工作效率.

8.To possess business skills as follows 拥有以下生意技巧:

i)Telemarketing 推广

ii)Upselling Skills 促销技巧

iii)Selling Skills 销售技巧

iv)Forecasting 预测

9.To operate the Guest Service department within the operating expenses budget by

effective control and management of the followings有效地控制成本,确保产生费用在预算之内:

i)Office Supplies 办公用品

ii)Guest Supplies 客用品

iii)Operating Equipment 运作设备

iv)Furniture & Fixture 家具及固定资产

v)Operating Expenses 运营消耗

vi)Telecommunication Expenses 电话费用

10.To ensure all team members thoroughly understand and actively participate in the

exercise of cost management like energy savings in unused areas and equipment, recycling of partially used papers and economize the usage of office stationary.

确保团队成员很好地明白及参与控制成本活动,如:节能, 在不需要的区域和设备, 充分回收利用纸张和办公用品

11.To fully understand and embraced the operating values, mission statement and

vision of the Loong Palace Resort & Spa and is sincerely committed to train, share and energized it with fellow team members. 全部理解酒店的运作意义, 使命, 严格地给团队成员培训,分享,且不断强调重要性

12.To have a thorough knowledge on the operating concepts and objectives in order

to efficiently guide and train all team members effectively. 拥有运作专业知识,理念和主题, 确保很好, 有效地指导和培训团队成员

13.Possess excellent skills of quality guest service and never compromise for any

inefficiency in dealing with hotel guests. At all times strive to provide upscale and excellent service which exceeds guests’ expectations and be a positive role model for all team members. 拥有优秀地服务技能,且从不提供无效地,损害地服务. 同时提供优秀的,客人所期望的服务. 在团队成员中起到模仿作用.