1. Responsible to handle all guest requests and to solve any guest complaints. 負(fù)責(zé)處理所有客人的需求和解決任何客人的投訴。 2. Ensure that the Hospitality and the Guest Response Programs are being followed and monitored. Be familiar with cultural differences to meet guest’s specific needs and requirements. 確保客人反饋信息被執(zhí)行和監(jiān)督，熟悉文化差異來滿足客戶的具體需求。 3. Have PMS and MARSHA skills, be able to check in and check out and to handle reservation when needed in Marsha. 具備使用PMS和MARSHA的能力，能夠辦理入住和離店手續(xù)并在 需要的時候在MARSHA里處理預(yù)定。 4. Be very knowledgeable about the rooms and their locations, services and facilities of the hotel. 清楚了解客房以及位置，服務(wù)和酒店設(shè)施。 5. Maintain the Repeat Guest Program, the Marriott Rewards Member and the VIP program. Ensure that the above-mentioned clientele are receiving the type of service they are deserved and follow up with Guest Services to ensure that all request are carried out. 維護(hù)回頭客的資料系統(tǒng)，萬豪禮賞計劃以及貴賓項目。確保以上提及的客戶享受到他們應(yīng)得的服務(wù)并且保持與客戶的良好關(guān)系以確保他們的要求得到滿足。 6. Be able to handle emergencies. Be trained in these procedures and be able to act upon them. 能夠處理緊急事件。必須掌握處理緊急事件的程序的相關(guān)知識和有能力遵照以上知識在緊急情況發(fā)生時處置。