JOB SUMMARY
崗位描述 To perform as the ambassador of the outlet, while handling all seating and arrangement of guest reservations.
作為部門形象大使，負責客人預訂以及座位的安排
JOB RESPONSIBILITIES
工作職責 Customer and Colleague Experience
賓客服務
• Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
與客人和同事保持基于良好工作關系的互動接觸。
• Maintains positive guest and colleague interactions with good working relationships.
與客人建立并保持良好的客戶關系。
• Deliver high quality service to guests
向客人傳遞高水平服務
• Ensure guest needs and reasonable requests are met
確保客人的需求和合理要求被滿足
• Seek opportunities to continually improve guest service
不斷尋找機會發展對客服務
• Report any guest feedback to the supervisor on duty
匯報客人意見及反饋
• Establish and maintain effective guest relations
建立并維持有效的對客關系
• To remember and address guests by their names.
盡力記住客人的姓名并以姓氏稱呼
• Know and recognize regular guests and their needs
了解長住和常來客人的習慣
• Demonstrate effective and appropriate interaction with guests whilst maintaining a professional approach and image
以職業化的形象和態度實施有效的和合適的對客影響
• Communication with guests in a manner which promotes goodwill, trust and satisfaction
以能夠促進友好、信任和滿意的態度與客人交流
• Take appropriate action to resolve guest complaints
采取合適的行動解決客人的抱怨
• To be empowered to handle special requests and complaints from outlet guests
有承擔起上級授予的處理客人特殊要求投訴的能力
• Wear appropriate uniforms for the area, as supplied by the hotel.
在工作區域確保制服整潔、大方
• Greet and seat guest
向客人問候并安排為其安排座位
• Remember guest’s names and address them by their surname.
記住客人姓名并稱呼客人姓名
• Bidding farewell to the guest as they leave
歡送客人
• Explanation of required waiting periods to the guest
向客人解釋等候時間
• Obtain and record Feedback from guests regularly
獲得并記錄客人反饋意見
• Maintains a comprehensive set of guest history records.
記錄客人檔案
• Have a thorough knowledge and understanding of all Food and Beverage items in the menu and the ability to recommend Food and Beverage combinations and up sell alternatives.
對所有的在菜單上餐飲有透徹的認識和了解并有能力去推薦食品和飲料。
• Assist in preparing Outlet for Service
協助餐廳服務的準備工作
• Ensure that the work area is clean at all the times
確保任何時間工作區域整潔
• Clean outlet equipment
清潔餐廳設施
• Answer the phone as per the standard Phone answering procedures
標準接聽電話
• Care for the menu and drink List
保存菜牌、酒水牌
• Complete and maintain reservations in system
填寫和錄入預訂系統
• Take and record reservations
接收和記錄預訂
• Record and pass information
記錄和傳達信息
Other Duties
其他
• Ensures high standards of personal presentation and grooming.
確保保持高標準的個人形象和儀容儀表。
• Responds to changes in the Food & Beverage function as dictated by the industry, company and hotel.
隨著行業、公司和酒店的變化，對人力資源的職能做出相應調整。
• Reads the hotel's Associate Handbook and has an understanding of and adheres to the hotel's rules and regulations and in particular, the policies and procedures relating to fire, hygiene, health and safety.
熟知酒店的員工手冊并且理解酒店的規章制度，尤其是有關火災，衛生，健康，與安全的政策和程序。
• Attends training sessions and meetings as and when required.
參加必要的培訓和例會。
• Carries out any other reasonable duties and responsibilities as assigned.
完成其他合理分配的職責和任務。
JOB QUALIFICATIONS
任職資格 • High expectation of appearance standard for Grooming, hair and make up
高標準的儀容、發型，化妝和外觀
• Oral and written fluency in English.
熟練的英語口語及書面表達能力
• Computer operation and familiarity with some software packages and table management including Spreadsheet programs.
精通計算機程序、熟知軟件，餐廳餐桌管理及電子表格系統