主要职责
Main Duties
1、协助确保嘉宾轩的有效运行
Toassist in the smooth and efficient running of the Regency Club Departmentwithin the Rooms Division.
2、礼貌而高效地处理所有客人和内部的投诉和询问，确保问题得到圆满解决。
Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
3、确保客人信息的历史记录得到精确的维护，并提前对回头客进行入住登记。
Ensures that guest history records are accurately maintained and all repeat guests are pre-registered.
4、推行客人认知计划并更新客史数据。
Implements consistent guest recognition programmes and maintain a relevant guest history database.
5、协助嘉宾轩副理确保根据经营理念嘉宾轩酒廊进行高效的管理。
Assistthe Assistant Manager ensuring that Regency Club Lounge is managed efficientlyaccording to the established concept statements.
6、以礼貌、高效的方式处理客人的要求，遇到问题或投诉时，如果不能马上找到解决办法，则进行汇报，并给以迅速追踪。
Handles guest enquiries in a courteous and efficient manner and reports guest complaints or problems to Assistant Manager if no immediate solution can be found.
7、与客人建立并保持良好的关系。
Establishes a rapport with guests, maintaining good customer relationship.
8、确保按照部门运营手册的要求为客人办理入住及离店手续。
To ensure that all guests check in / out are being handle according to the Departmental Operations Manual requirements.
9、确保熟知关于宾客满意度调查和宾客入住体验方面的知识。
Ensuring self are well knowledgeable about Hysat and GEM (Guest Experience Management).
10、确保员工掌握最新的酒店产品知识、当前的推广、政策改变及适当的内部信息。
Ensures all associates maintain an up-to-date awareness of hotel product knowledge, current promotion, policy changes and appropriate internal communication.
