Policies and Procedures政策和程序
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Protect the privacy
and security of guests and coworkers. 保护客人和同事的隐私和安全。
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Maintain
confidentiality of proprietary materials and information. 保护客人和同事的隐私和安全。
·
Follow company and
department policies and procedures. 遵守公司和部门的政策和程序。
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Perform other
reasonable job duties as requested by Supervisors. 主管要求的其他合理工作职责。
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Ensure uniform,
nametags, and personal appearance are clean, hygienic, professional and in
compliance with company policies and procedures. 确保制服、姓名牌和个人仪表干净、卫生、专业，符合公司政策和程序。
Guest Relations客户关系
·
Welcome and
acknowledge each and every guest with a smile, eye contact, and a friendly
verbal greeting, using the guest's name when possible.
欢迎并问候每一位客人，微笑，眼神交流，友好的口头问候，如果可能的话，写上客人的名字。
·
Actively listen and
respond positively to guest questions, concerns, and requests using brand or
property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to
resolve issues, delight, and build trust.
积极倾听并积极回应客人的问题、关注和要求，使用品牌或酒店的特定流程(例如，LEARN, PLEASED, guest Response, LEAP)来解决问题，愉悦并建立信任。
·
Anticipate guests'
service needs, including asking questions of guests to better understand their
needs and watching/listening to guest preferences and acting on them whenever
possible.
预测客人的服务需求，包括询问客人的问题以更好地了解他们的需求，观察/倾听客人的喜好，并在可能的情况下采取行动。
·
Thank guests with
genuine appreciation and provide a fond farewell. 用真诚的感谢和亲切的告别。
·
Address guests'
service needs in a professional, positive, and timely manner.
以专业、积极、及时的方式满足客人的服务需求。
·
Engage guests in
conversation regarding their stay, property services, and area
attractions/offerings.
与客人就他们的住宿、酒店服务和区域景点/产品进行交谈。
Communication沟通
·
Answer telephones
using appropriate etiquette including answering the phone within 3 rings,
answering with a smile in one's voice, using the callers' name, transferring
calls to appropriate person/department, requesting permission before placing
the caller on hold, taking and relaying messages, and allowing the caller to
end the call. 回答电话使用适当的礼仪，包括电话铃响3声之内接电话，微笑应答，称呼来电者的名字，将电话转移到适当的人/部门，在让来电者等待前先获得同意，接收和传递信息，允许来电者先结束电话。
·
Speak to guests and
co-workers using clear, appropriate and professional language.
用清晰、恰当和专业的语言与客人和同事交谈。
·
Prepare and review
written documents (e.g., daily logs, business letters, memoranda, reports),
including proofreading and editing written information to ensure accuracy and
completeness.
准备和审查书面文件(例如，每日日志，商业信函，备忘录，报告)，包括校对和编辑书面信息，以确保准确性和完整性。
·
Talk with and listen
to other employees to effectively exchange information.
与其他员工交谈并倾听，以有效地交换信息。
Working with Others与他人合作
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Partner with and
assist others to promote an environment of teamwork and achieve common goals.
与他人合作并协助他人促进团队合作环境，实现共同目标。
·
Develop and maintain
positive and productive working relationships with other employees and
departments.
与其他员工和部门发展并保持积极有效的工作关系。
·
Support all
co-workers and treat them with dignity and respect.
支持所有同事，尊重他们。
Physical Tasks日常工作
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Move, lift, carry,
push, pull, and place objects weighing less than or equal to 10 pounds without
assistance. 在没有帮助的情况下移动、举起、搬运、推、拉和放置重量小于或等于10磅的物体。
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To perform any other
duties as assigned by the Management.
完成管理层交予的其它工作。
Sales销售
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Perform
general office duties to support Sales & Marketing (e.g., filing, sending
emails, typing, sending outgoing faxes, delivering incoming faxes, copying,
opening or distributing mail).
执行支持销售和市场的办公室职责(例如，归档，发送电子邮件，打字，发送传真，发送传真，复印，打开或分发邮件)。
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