Conduct daily shift briefings to disseminate information pertaining to arrivals for the day, new operations procedures, special attention guests, hotel promotions update, training schedules and other related matters to ensure all Guest Relations agents are prepared with updated information before the start of each shift.
召开每日交班会，确保所有员工在接班前做好准备，并知晓酒店最新信息,如：当日预到，新操作流程，特殊关注客人，酒店最新促销活动，培训日程安排及其它相关信息。
To have knowledge of the operational systems of Front Office.
了解前厅部的操作系统。
To have knowledge of Niccolo Hotel’s standard operating policies and procedures.
了解尼依格罗酒店的标准运营政策和程序。
To have knowledge of Niccolo Hotel’s Programmes e.g. GHA DISCOVERY, FFP.
了解尼依格罗酒店的项目，如GHA DISCOVERY、FFP。
Builds relationship with guests to delight and gain loyalty.
与客人建立关系，以取悦客人并获得顾客忠诚度。
Notes, collects and actions on any guests’ preferences.
记录、收集和处理客人的喜好。
Ensures all interactions with guests are handled professionally and with care adhering
to hotel’s policies and procedures.
确保所有与客人的互动都得到专业处理，并遵守酒店的政策和程序。
Supervises Front Office operation and workflow to maximize guests’ satisfaction.
监督前厅部的运作和工作流程，最大限度地提高客人的满意度。
Conducts training of new colleague when necessary.
必要时对新员工进行培训。
Supervises and guides Front Desk Agent to ensure that hotel’s policies and procedures are
adhered to.
监督和指导前台服务员，确保酒店的政策和程序得到遵守。
Rooms controlling based on house status to maximize hotel occupancy and fulfilling
upselling target.
根据酒店状况控制客房，以最大限度地提高酒店入住率以及达成客房增销目标。
Coordinates with Housekeeping on the turnover of rooms to ensure availability of vacant
clean rooms upon guests’ arrival.
与客房部协调房态，确保客人到达后有符合标准的可销售的房间办理入住。
Coordinates with In-Room Dining / Amenity Centre for delivery of guest amenities.
与客房送餐协调，确保欢迎礼品及时送入房间。
Sets up and coordinates room maintenance programme with Housekeeping and Engineering.
与客房部和工程部制定并协调房间维护计划。
Plans for unexpected arrivals and disseminate information to relevant departments.
为计划外抵达客人留预备房间及相应欢迎礼遇，并通知有关部门。
Ensures that “Interface Lost Postings” are regularly checked.
确保定期检查账目入账情况。
Handles any relocation pledges follow through.
应对以及跟进所有换房。
Ensures email address of guests are obtained upon check-in and updated into guest profiles correctly
确保在入住时获得客人的电子邮件地址，并将其正确更新到客人档案中。
Provide assistance and directions to all hotel patrons. Is well known to city guides, restaurants, artists and other people of interest to our guests.
为客人准确提供酒店各营业点信息，熟练为客人推荐城市指南，餐厅，艺术场馆等客人感兴趣的地点。
Supervise the shift operations at the Guest Relations to ensure all guests are attended to efficiently, satisfying their needs and requests, providing a warm and friendly service environment at the Guest Relations.
督导宾客关系每一个班次运作，确保每个客人需求得到有效满足，为客人提供热情友好的服务氛围。
Handle all room allocations for individual and group guests to ensure rooms are ready for check-in upon guest arrival according to their requests indicated upon room reservation.
按照客人预订要求，为散客和团队客人分配房间，确保所有房间在入住前已准备好。
Monitor all VIP guests welcome process, ensure all guests are well taken care of during their staying.
督导VIP客人接待过程，确保客人在店期间得到妥善照顾。
Responsible for the guest program, such as: guest birthday, honeymoon,
kid’s program etc.
负责实施客人关爱计划，如：客人生日，蜜月，儿童关怀计划等。
Effectively handle all guest requests, especially pertaining to room and rate requests at the Guest Relations, to maximize room revenue while satisfying guest needs, and be able to assist colleagues in making decisions and diffusing any conflicting situations with guests.
有效处理客人要求，尤其在前台涉及到房间和房价。在满足客人需求的同时做到客房收益最大化，并帮助员工做决定和处理客人争执。
Be well versed with all Guest Relations procedures and be able to assists guests during heavy check-in and check-out periods
精通前台程序，在办理入住和退房的高峰时间段协助员工。
Check to ensure timely completion of assignments and duties by Guest Relations Agents and that all shift tasks are completed by the end of each shift.
检查前台员工及时分配任务和班次工作，确保每一个班次结束时员工已完成所有工作。
Responsible for training of Guest Relations Agents, monitoring their performance to ensure all Agents are following hotel procedures at all times, and to provide feedback and retraining follow-ups when necessary.
负责前台员工培训，检查员工表现，确保所有员工遵守酒店政策程序，并向员工提供反馈，必要时进行跟进和再次培训。
Monitor and ensure proper set up of payment methods for all guests, supported by credit card imprints, deposits or authorized company/travel agent document, relieving any unnecessary financial risks for the hotel.
督导并保证客人有合理的支付方式，如：信用卡预授权，现金押金或者公司和旅行社担保凭证，减少酒店不必要的财务风险。
Carries out any other reasonable duties and responsibilities as assigned.
执行分派的任何合理任务和额外职责。
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