Job Responsibilities岗位职责
To provide leadership and direction for the At
Your Service department.
Responsibilities include training, motivating and managing the AYS staff
keeping guest hospitality as the number one focus. The supervisor should ensure
that each associate has sufficient resources to perform their job well and
constantly seek to improve the methods to meet the guest needs. The supervisor should manage daily
operational tasks in an efficient and regular manner. Coordinate the shift operations in accordance
to the corporate and local SOP’s emphasizing guest hospitality and directing
associates to work together as a team presenting themselves as professional. Be
aggressive and well informed Guest Service staff.领导并监督整个为您服务部。须承担培训，指导以及管理部门员工为客人提供优良服务的责任。主管需确保其他同事有充足的资源可被用于出色完成工作，并不断找寻更好地处理客人需求的方法。主管需运用有效适当的方式来管理日常工作。协调班组同事按照公司及当地工作守则热情对客，并指导其他同事团队协作以表现酒店的专业性,作一名具备过硬专业素质的见多识广的客户服务员工。
1. Have
knowledge of hotel, hotel associates, and hotel services with hours of
operations for all departments’ involved and surrounding areas. Has a thorough
knowledge of guestrooms including:
locations, views, amenities, features, types, etc…了解酒店，酒店各部门员工以及酒店各项服务设施及周边地区设施的营业及服务时间。清楚客房的相关信息,
例如位置，景色，提供物品，特色及房间类型等。
2. Offer
the hotel guests the best possible service through courteous and proper phone
answering procedures
through proper telephone procedures.运用礼貌并适当的电话礼仪接听客人的电话，并对客人提出的合理要求提供最好的服务。
3. Be
an ambassador by promoting the hotel, restaurant, lounge, gift shops, etc.作为酒店，餐厅，酒吧及礼品部等开展的促销活动的代表。
4. Ensure
all customer complaints are recorded in the Guest Response Program in a timely and
directly professional manner.本着及时坦率的专业态度，确保所有客人的投诉都被记录于客户回访项目中。
5. Ensure
all guests experiencing a problem receive an immediate response along with
satisfactory
resolved, any promised compensation is delivered and all guests receive appropriate
follow up in a timely and professional manner, Practice empowerment.确保对客人所提出的问题都能给以及时满意的答复，以及时和专业的态度完成对客人的承诺并能后续跟进，付诸于行动。
6.Handle
all wake-up call requests and repeat information to the guest to ensure proper handling
of wake up calls in the morning.处理所有叫醒服务要求，并向客人重复相关信息以确保早上能准时叫醒客人。
7.Take
changes on incoming collect calls or any calls not received by the accounting
system and
post them in Opera.灵活应对来电，并能将未被记录入客人房帐中的电话费用输入相应房间。
Job Requirement岗位要求
1.Open-mindedness,
interpersonal skills and sense of initiative.思路开阔，个性开朗和积极向上。
2.Spontaneous
and empathic.主动和耐心
3.At
ease in a multi-cultural environment.能适应多元化的环境。
4.Demonstrated excellent communication skills in
English and Mandarin.优秀的英语和普通话沟通技能。
