1.CARE guest: creating a rewarding experience for all guests, ensuring that they feel expected and immediately “at-home” when they arrive. Use SALT, CRM etc system to understand our customer need and make improvement.
关爱客人：为顾客创造嘉奖式的体验，有宾至如归感。及时收集顾客反馈，善用SALT,CRM等工具了解顾客需求并及时回复及改进。
2.Provide personalize reception service at excutive club. Collect customers’ preference, recorded and share. Recognize customer loyalty and maintain guest relationship.
提供个性化的接待服务。收集顾客的偏好，记录并分享。认可顾客的忠诚度并维系宾客关系。
3.Handles complaints promptly and efficiently, represent management in all guest related issues in the best possible way. Solicits assistance from Management team if needed. Follows up with all guests to ensure satisfaction with problem resolution.
及时有效的处理顾客的不满，以最好的方式代表饭店管理层处理与客人相关的一切事宜。必要时从上级管理者寻求帮助。回访客人，确保客人对解决方法满意。
4.Handle guest requests and takes personal responsibility to ensure request is met by following up with relevant departments.
处理客人要求并亲自协调相关部门，保证满足客人的合理要求。
5.Cooperate with Guest Service Manager to reviews VIP reservations and ensures proper handling of VIPs and groups, administers amenity orders, and resumes for incoming guests. Monitors special reservation requests handling and recording.
关注VIP及有特殊要求的预订，及时更新系统相关信息，确保VIP及团队预订的良好运作。处理特殊要求的预定并记录。
6.Concierge
service will be provided at Executive Lounge.
行政酒廊提供礼宾部服务
7.Ensures communication, coordination and cooperation between the excutive lounge and other operating departments, regular communication meeting is necessary.
确保前厅团队成员和其他部门间的沟通交流，定期的沟通会是必需的。
8.Follow Financial Policy. Review monthly departmental expense report and related report.
遵循酒店财经规范。核对月度部门费用报表及部门相关报表。
9.Provide
F&B service at executive lounge, ensure team member are managed F&B
service.
在行政酒廊提供餐饮服务，并确保团队成员管理调控餐饮服务。
10.Promotes
HHonours and its associated benefits to guests who are not already enrolled in
the program. Ensures that existing HHonours members receive personal and
professional service that recognizes them as important guests and that their
benefits are received.
引入新的荣誉客会会员，确保会员应得利益，为会员提供优质专业的服务。
11.Ensures
that the concierge team maintains the lobby appearance is neat and tidy, and
that public areas are called when necessary. Responsible for ensuring that
hotel material and information is stocked and available for guests.
确保大厅的整洁卫生，及常用客用资料和物品等的补充更新。
