Policies and Procedures
刋 Follow company and department policies and procedures.
刋 Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
刋 Protect the privacy and security of guests and coworkers.
刋 Maintain confidentiality of proprietary materials and information.
刋 Perform other reasonable job duties as requested by Supervisors.
Guest Relations
刋 Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
刋 Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
刋 Address guests' service needs in a professional, positive, and timely manner.
刋 Thank guests with genuine appreciation and provide a fond farewell.
刋 Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
Communication
刋 Prepare and review written documents （e.g., business letters, memoranda, reports）, including proofreading and editing written information to ensure accuracy and completeness.
刋 Exchange information with other employees using electronic devices （e.g., email）.
刋 Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
刋 Speak to guests and co-workers using clear, appropriate and professional language.
刋 Talk with and listen to other employees to effectively exchange information.
刋 Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
刋 Make sure correct usage of hotel logo as well as accuracy of hotel promotional messages in all collaterals that are produced by joint promotional partners
Working with Others
刋 Develop and maintain positive and productive working relationships with other employees and departments.
刋 Support all co-workers and treat them with dignity and respect.
刋 Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
刋 Partner with and assist others to promote an environment of teamwork and achieve common goals.
Physical Tasks
刋 Enter and locate work-related information using computers and/or point of sale systems.
刋 Read and visually verify information in a variety of formats.
Sales
刋 Promote awareness of brand image internally and externally.
刋 Develop marketing materials for promotional events, property tours, and conferences.
刋 Gather materials and assemble information packages （e.g., brochures, promotional materials, maps, price lists, or menus）.
Public Relations
刋 Respond to all daily general media inquiries via email, phone, and/or written correspondence.
刋 Refer requests for information from the media to an appropriate spokesperson or information source.
刋 Establish and maintain contacts with press, radio and TV at local, regional and international levels
刋 Prepare or edit letters, invitations, monthly and quarterly press reports, and news releases, using word processing, spreadsheet, database, or presentation software.
刋 Support activities and initiatives to bolster the property's reputation and image in the media and in the community.
刋 Make updates to property website by making changes directly to the website or by coordinating with appropriate others in order to make updates.
刋 Support media relations outreach efforts, including pitching ideas and events, interview facilitation, and media tours.
刋 Coordinate on-property visits from media, including reservations, amenities, special requests, and dining.
刋 File and update digital library and press clippings.
刋 Attend daily line-ups promptly.
刋 Monitor media coverage and other external factors to identify potential or actual problem areas and opportunities.
刋 File information and update press database, including list of all media contacts and media distribution lists （e.g., contact information, magazine circulation and demographics）.
刋 Assist with on-site media relations for local events, including, but not limited to, grand openings/anniversaries, marketing/promotional events, and other press functions.
刋 Receive visiting journalists in person, greet them on arrival and entertain them, providing all relevant background information and materials about the hotel for positive coverage of the hotel
刋 Write and edit copy, quality control of design of all materials for hotel collaterals and print advertisements
Marketing & Planning
刋 Prepare the communications plan and budget plan for the year in accordance with the hotel marketing plan
刋 Handle all liaisons with the designated advertising agency and ensures that the creative is of high quality, attention-grabbing and in accordance with the corporate guideline and the established market position and image of the hotel
刋 Supervise, direct and co-ordinate photo assignments, ordering of photographs, writing and sending of press releases, e-mails and letters of congratulations to people in the community
刋 Ensure the high quality of all photography for promotional collaterals and for the use of publicity
刋 Work closely with the Sales and Marketing Department in delivery of updated information and appropriate images to publications for hotel directory listings and hotel index/references