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Position : Guest Service Officer Division : RoomsJob 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 otherdepartments 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’sbusiness 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 ofoperation 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 upprocedure 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 effectivelygenerate 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 ensurePosition : Guest Service Officer Division : RoomsJob 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 byeffective 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 theexercise 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 andvision 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 orderto 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 anyinefficiency 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.Position : Guest Service Officer Division : RoomsJob Category : S Department :Front Office Immediate Supervisor : Guest Service Manager Section : Guest Service Effective Date : 20 April 2004 Dept No. :16.To ensure all complaints and problems of guests are rectified immediately in aprompt and courteous manner. Any matters that can not be solved immediately are to be followed-up personally and soonest possible. Guests are to be notified of the progress of the action taken and assured of effective and prompt follow-up. All solutions reached must be up to the level or even exceeds the guests’ satisfaction.确保所有的投诉和问题都能迅速地, 有得体地给予解决. 任何事件均在自己力所能及的情况下在最短的时间内给予解决.17.To have a thorough understanding on the usage, functions and maintenance of alloffice equipment to eliminate mishandling which might lead to expensive repair or even purchasing a new one. Any malfunctions are to be reported immediately and have it rectified and send for servicing when deemed necessary. 要熟知所有办公设备,以免不正当操作造成维修费用或损坏. 任何设备问题要及时汇报, 如有必要,送到设备维修服务中心18.To ensure the importance of safety and security being of all guests and fellowteam members at any location are fully understood. To liaise and work closely with the Guest Service Manager and Security Officers in handling and undertaking incidents of crime and accidents affecting hotel guests and team members. Also to constantly train all team mem bers to be alert and “security-minded” at all locations of the hotel.要明确及理解安全知识的重要性, 以确保客人和团队成员的安全. 与客人服务经理及保安人员保持良好的合作, 有效地解决所有安全事故. 且培训团队成员在任何场所时刻警惕和安全意识.19.To be well verse with the emergencies procedures and be able to lead and directhotel guests and fellow team members in such occasions. To have a sound knowledge on the roles of all team members during emergencies and to delegate effectively to ensure safety of both people and properties of the hotel. Also to have a detailed knowledge on the various types of reports to be generated during such occasion to ensure proper auditing and record of both people and property involved. 熟知紧急疏散程序,能够直接很好地引领客人. 在紧急情况下,能代表团队保证人员及财产的安全. 且记录好事故发生时的具体情况, 以便更好地调查相关人员及财产的记录.20.To exhibit an immaculate grooming at all times without any compromise forlesser quality other than that established by the Loong Palace Resort & Spa.Immaculate grooming includes neatly trimmed and combed hair style, a well balance and appropriate make-up and properly trimmed finger nails as stipulated in the standard of performance. Wear clean uniform and name tag and carry the Basic card during work hours. Know the Basic of the Day. 按照酒店标准, 保持良好的仪容仪表. 端庄的仪容仪表包括刮胡须, 理发, 淡妆及修理指甲. 着装干净制服,佩带名牌和在上班时间随身携带工作牌. 理解每天的基础工作.Position : Guest Service Officer Division : RoomsJob Category : S Department :Front Office Immediate Supervisor : Guest Service Manager Section : Guest Service Effective Date : 20 April 2004 Dept No. :21.To constantly display excellent levels of courtesy and etiquette in the presence ofboth guests and team members of the Loong Palace Resort & Spa. Proper and pleasant choice of words is to be used at all times without discrimination. Pleasant disposition is to be display at all times in all locations within the hotel. A strong bond of cooperation and team work are to be embodied and exercise at all times to all team members of the Loong Palace Resort & Spa 在遇到客人或同事均要礼貌,友好. 在酒店任何区域, 使用礼貌话语. 在团队中, 保持良好的合作和协调22.To assist the Guest Service Manager in planning and executing effective trainingprograms to all team members. Subjects for training will range from technical skills, equipment training to excellent customer service. Objectives of the training programs are targeted to help Front Office team members to achieve confidence and quality when performing the tasks concerned. 协助客户服务经理有效地计划团队成员的培训安排. 培训内容包含技能, 设备使用等等, 以确保给予客人提供高优秀的服务. 培训目的是为了帮助前厅团队能够高质量, 自信地完成相应任务.23.To conduct briefing daily to all team members on any new policies on room ratesand food and beverage promotions. Suggestions or complaints from guests are to be raised to create awareness and to resolve the matter proactively. 主持例会,及时告知员工房价新政策和餐饮促销活动. 分析客人的建议及意见, 更好地了解和有效地解决方法24.To attend and participate actively on the monthly Front Office meetings and toprovide feedback, suggestions and effective solutions on the work flow and policies and procedures of the Guest Service department. 参与本部门的每月会议, 积极反馈意见, 有效地提高工作中程序标准变动方法25.To display a positive image and proactive attitude at all times and act as a rolemodel to all by being punctual at reporting for work at the work station.Displaying a friendly, humble and cooperative attitude towards all team members throughout the hotel is essential. All negative disposition, comments or choice of words are not to be cultivated or engaged to create a poor image to both guests and fellow team members. All suggestions should be positively brought up during monthly meetings for healthy changes. To act as hotel ambassador in and out of the hotel at all times. 保持积极的工作态度和在团队中扮演模范角色. 准时上班.友好, 谦虚和积极配合态度. 在客人和同事面前, 不允许一切消极,不良意见或言语. 在每月的会议里要列出积极的意见. 在工作之余也要保持良好的形象.1.Additional Responsibilities 额外任务Position : Guest Service Officer Division : RoomsJob Category : S Department :Front Office Immediate Supervisor : Guest Service Manager Section : Guest Service Effective Date : 20 April 2004 Dept No. :a.Responsible to handle all guest requests and to solve any guestcomplaints. 负责处理客人所有的需求和解决客人的投诉b.Ensure that the Hospitality and the Guest Response Programs are beingfollowed and monitored. Be familiar with cultural differences to meetguest’s specific needs and requirements.确保客人的提议得到关注. 熟悉不同客人的文化背景和需求.c.Have Opera and Marsha skills, and be able to check in/out includinghandling of reservation whenever the need arise. 熟知OPERA系统. 办理入住,退房, 预定等d.Be very knowledgeable about the room types and its locations, servicesand facilities of the hotel. 熟知房型, 位置, 酒店的服务和设备e.Know how to offer and arrange for car rental, airline and train tickets,office services, beauty and hair salon services, baby sitting, specialoccasions arrangements, minor repairs as well as shopping informationfor guests. 得知安排车队的出租, 飞机票,火车的订购, 办公服务, 美发服务, 婴儿服务, 特殊服务,维修服务,商店信息等.f.Maintain the Repeat Guest, Rewards Member and the VIP programs.Ensure that the above-mentioned clientele are receiving the type ofservice they are expecting and follow up with guest service officer toensure that all request are carried out immediately. 留住回头客, 积分会员和贵宾. 确保以上客人得到他们所期望的服务, 所有的需求均能及时提供.g.Be able to handle emergencies and trained in these procedures 处理紧急情况及培训相关程序h.Responsible for appearance and behavior of associate. Ensurecompliance with grooming standards. 代表员工展现标准的仪容仪表i.Supervise the areas of lobby, main entrance, guest relations andconcierge lounge to assist, help, train, coach and counsel. 主管大堂区域,酒店正门, 客户服务和礼宾部, 给予协助, 帮助,培训, 教导和建议.plete and initiate special projects in a timely manner and within due dates. 在工作时间合理地安排和完成特殊事情k.Check information board daily, be informed and seek for additional information. 检查和得知每日信息栏, 寻找额外信息l.Assist in handling problems in Food and Beverage outlets and refer the incidents to the respective manager. 协助餐饮解决问题, 汇报相关报告给代表经理m.Conduct floor patrol to ensure that all are in order. 楼层巡视n.Report areas that need repair and maintenance. 及时报修o.Ensure efficient provision of front desk service by check in and escort VIP guests courteously and efficiently, co-ordinate check in of specialPosition : Guest Service Officer Division : RoomsJob Category : S Department :Front Office Immediate Supervisor : Guest Service Manager Section : Guest Service Effective Date : 20 April 2004 Dept No. :categories of guest, follow up on special check-out procedures for VIPguest, handle express check out when required, assist in maintaining thefree flow of guest in the lobby by helping out guest with their check inwhen situation required. 确保前台流畅地办理入住服务. 有效地办理贵宾, 特殊要求客人的服务. 贵宾特殊退房服务, 协助在大堂内要求办理入住的客人.p.Handle lost and found items, drill open of safe deposit box, paid out, rebate, room discrepancy, etc. 处理物品丢失, 遗留, 打开保险箱, 预付,减免, 房差等q.Ensure that log books, handovers and checklists are well maintained. 保管好交接本, 移交本和检查单r.Be knowledgeable about Rewards and Frequent Flyer Programs. 熟知积分制度和常用宣传册内容s.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. 记录好客人的联系方式,以便提供给相关管理层t.Assist in handling guests when other sections are busy. 在其他区域繁忙时,给予协助u.Create a productive and positive atmosphere, have a good relationship with all associates and other departments. 创造积极工作环境, 与同事和其他部门保持良好关系v.Ensure immediate and prompt guest attention to all guest concerns and complaints.对于客人的投诉要及时地采取相应行动w.Responsible for resolution of problems and follow up with the guest within 10 minutes to ensure satisfaction.确保在10分内给予客人满意的答复x.Develop friendly conversation with guests and obtain feedback from them and reflect to department concerned. 建立与客人友好的沟通方式, 收集客人反馈意见, 汇报给相关部门y.Be Familiar with the hotel emergency procedures and to ensure maximum safety of guest and employees in case of emergencies. 熟知紧急情况的处理程序, 确保客人和同事在紧急情况的安全z.Contact VIP Guests on a regular basis during their stay, - all arrivals each evening, - all long staying guests once a week to see if they needanything special. 在贵宾入住期间, 定期电话访问. 要每周见一次长住客, 确保满足他们的特殊要求.municate on a daily basis with sales and the executive office for VIPs. 与销售人员,行政人员保持沟通了解贵宾信息Position : Guest Service Officer Division : RoomsJob Category : S Department :Front Office Immediate Supervisor : Guest Service Manager Section : Guest Service Effective Date : 20 April 2004 Dept No. :bb.VIP rooms blocking, ordering gifts, check gifts, check rooms, welcome VIPs and guidance to the rooms. 预留贵宾房, 订礼品, 检查礼品, 房间,欢迎及引领到房间cc.Check that all work areas are neat and clean throughout the day. 检查所有区域确保干净,整齐.dd.Have good control of all vehicle and drivers. 控制好车子的使用ee.Check daily vehicles requests. 检查车子每天使用要求ff.Inspect all vehicles to ensure they are cleaned at all times. Carry out car inspections to ensure that cars are in safe and good conditions. 检查车子保证干净, 安全, 良好状态gg.Check records like monthly gasoline consumption and repair at garage.检查月份汽油消耗及维修状况hh.Plan drivers’work schedule with the Chief driver.与车队队长协商安排司机的班次ii.Ensure that all documents for use by transportation department are submitted on time on daily or monthly basis. 确保车队的文件及时更新jj.Provide update information on transportation tariff, schedule and new arrangements in train station/airport.提供机场/火车站最新信息kk.Any other duties as may be assigned from time to time. 其他任务将随时吩咐NOTICE备注:The hotel business functions seven days a week, 24 hours a day. All associates must realize this fact and be aware that at all times it may be necessary to move associates from their accustomed shift as business demands. 酒店7天制营业, 24小时. 所有员工必须得知, 在必要时,根据生意情况,将进行调整.Management reserves the right to make changes to this job description at its sole discretion and without advance notice. 管理层拥有更改工作职责, 将不另行通知I have read and received a copy of the above description and fully understand that violation of any of the stated responsibilities and duties is grounds for disciplinary action. 我以阅读以上的内容, 并完全理解工作职责和任务, 且会认真执行Position : Guest Service Officer Division : RoomsJob Category : S Department :Front Office Immediate Supervisor : Guest Service Manager Section : Guest Service Effective Date : 20 April 2004 Dept No. :经理签字Manager’s Signature / Date 员工签字Associate’s Signature /DateSigned copy to human resources office for retention in personal file.。