l Check all VIP rooms before arrival.
在重要客人入住前检查房间
l Familiar with hotel and city information and answer guest inquiries accurately.
了解酒店和城市信息，准确回答客人问询。
l Greet VIP guests personally and escort all VIP guests to their room.
亲自迎候重要客人并护送所有 VIP客人至房间。
l Rooming for guest according to Pullman standard and proactively introduce the room facilities to the guest.
按铂尔曼服务标准带领客人参观房间，积极主动的向客人介绍房间设施设备。
l Control lighting in lobby according to weather. Put umbrella and umbrella holder in time during rainy days.
根据天气情况，控制大堂区域灯光。阴雨天气时，及时摆放雨伞和雨伞架。
l Ensure the cleanliness of hotel lobby and main entrance. Inform housekeeping in time when it is dirty.
确保酒店大堂，大堂附近区域及主要入口干净整洁。发现污物时，及时通知客房部清洁。
l Try to greet the guest by name and serve the guest warmly and friendly.
尽量称呼客人姓名，热情友好的为客人提供服务。
l Answer all guest inquiry promptly, accurately and in friendly manner to solve guests’ requirements.
要及时、准确、友好地解答所有客人的询问，解决客人的需求。
l When greeting guests at lobby, communicate with guests and ask about their stay experience actively.
门口和大堂区域迎候客人时，积极主动的上前与客人沟通交流，询问住店感受等。
l Recommend Le Club AccorHotels to guests and recruit them to be Le Club membership.
向客人推荐雅高乐雅会，招募客人成为雅高乐雅会会员。
l Follow and complete other work tasks from department leader.
完成上级指派的其他工作。
l Introduce the Accor loyalty program to the guest according to the yearly target.
根据年度指标向客人推荐雅高集团忠诚客户计划。
l Introduce the Accor customer survey system to the guest according to the monthly target.
根据月度指标向客人推荐雅高客户满意度调查系统。
Third Responsibility第三职责:
l Strictly follow hotel regulations to ensure the safety of personnel and property.
严格遵守酒店的规章制度, 确保酒店内的人员及财产的安全。
l Protect the privacy and property security of the hotel and guests.
保护酒店及客人的隐私及财产安全。
l Familiar with procedures of fire drill and emergency.
熟悉处理部门消防和紧急事件的程序。
l Attend training courses in time, improve skills and knowledge through training.
按照计划准时参加所有的培训课程，通过培训提高工作技能知识。
l Respect the hotel’s commitments to the “Environment charter”(Energy saving、Recycling、garbage classification etc).
尊重并确保酒店对环保章程的承诺（节约能源、重复使用、垃圾分类等）。
l Comply with Accor’s code of ethics and social responsibility.
遵守雅高酒店集团道德规范及企业社会责任章程。
