To have complete knowledge of the operational systems at Front Office.全面掌握前厅部操作系统专业知识。To have complete knowledge of Shangri-La standard operating policies and procedures.全面掌握香格里拉标准操作政策和程序方面的知识。To have complete knowledge of Shangri-La Program e.g.Golden Circle, FFP, Guest History.全面掌握香格里拉会员活动知识。例如贵宾金环会，飞行里程计划， 客史记录。Builds relationship with guests to delight and gain loyalty.与客人建立友好关系， 使其喜出望外赢得客人忠实感。Notes, collects and actions on any guests preferences.确保宾客喜好表的记录， 收集和行动实施。Ensures all interactions with guests are handled professionally and with care adhering to hotel policies and procedures.根据酒店的政策和程序确保专业地处理与客人的关系，并且关心客人。Supervises Front Desk operation and workflow to maximize guests satisfaction.管理前台营运和工作流程，最大限度的使宾客满意。Ensures that all staffs are aware of emergency procedures at all times.确保员工始终掌握处理紧急事件的程序。Attends scheduled employee training and periodic reviews on departmental responsibilities in case of emergencies.培训参加安排的员工并阶段性的回顾紧急事件发生时部门的责任。Responds to Emergency calls, as may be required.按要求应答紧急电话。Ensures that all staffs are aware of guidelines governing complaints handling.确保所有的员工知道处理投诉的程序。Encourages staff to make decisions at customer contact, and ensures staff is aware of the responsibility and established authority limits at all times. Personally attends to all guest complaints immediately and initiates immediate resolution.鼓励员工在对客服务时做出决定，确保每位员工每时每刻知道自己的职责和权限。能够迅速处理客人的投诉并有效及时地解决。Performs other duties as may be required by management from time to time.履行上级要求的其他职责。Ensures that shift reports are printed and traces are followed up accordingly.确保每个班次打印报表，跟进事宜报表。Is responsible for the inventory and control of stationery and collaterals for Front Desk use.负责前台使用的文具和印刷品的库存。CHARACTERISTICS REQUIRED要求· Presentable. 良好的外貌· Communication skills. 沟通良好· Good Health. 身体健康· Articulate. 语音清晰· Has a rather good grasp of both written and spoken English. 相当好的英文口语及书写领会能力· Knowledge of computer. 电脑知识· Able to work flexible hours. 能适应灵活的工作时间· Willing to work long hours. 能够适应长时间工作
