Guest Relations Agent 宾客关系接待

Duties and Supporting Responsibilities：

• Support, create and promote a climate of enthusiasm; maintain a work environment that promotes teamwork, performance, feedback, recognition, mutual respect and colleague commitment for achieving the goal (Colleague Engagement Survey) of the department as well as the hotel. Ensures departmental practices are compliant with company policies and legal requirements.
• Provide quality service to the guests by responding to their requests promptly, efficiently and courteously.
• Maintain good knowledge of hotel’s services, facilities, room rates, packages, events, programmes and be ready to sell/ upsell/ cross-sell hotel services and conduct hotel tour to guests at anytime.
• Always maintain an alert posture at hotel lobby be ready to offer sincere and warm services to guests e.g. hotel tour, room change, key malfunction etc.
• Ensure the grooming standards is well maintained.
• Always maintain a good work relationship with other departments.

Job Requested:

• Strong desire to provide excellent guest services and with passion to serve.
• Basic computer and typing skills.
• A good team player with ability to multi-task and remain composed at all times.
• Good in English and Mandarin, both spoken and written.

工作职责/职位描述:

• 支持、创造和促进热情氛围；维持一个促进团队合作、绩效、反馈、认可、相互尊重和同事承诺的工作环境，以实现部门和酒店的目标（同事满意度调查）。确保部门行为符合公司政策和法律要求。
• 及时、高效、礼貌地响应客人的要求，为客人提供优质服务。
• 对酒店的服务、设施、房价、套餐、活动、计划保持良好的了解，随时准备向客人销售/追加销售/交叉销售酒店服务，并进行酒店介绍。
• 在酒店大堂始终保持警觉的姿态，随时准备为客人提供真诚和热情的服务，例如酒店游览、房间更换、钥匙故障等。
• 确保保持良好的仪容标准。
• 始终与其他部门保持良好的工作关系。

岗位要求：

• 拥有较强的服务意识与激情。
• 基本的电脑应用能力。
• 沉着冷静，能随机应变，有团队精神。
• 良好的中英文沟通及书写能力。