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崗位職責/職位描述

工作職責：to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure確保來賓始終得到禮貌接待及充分的注意和重視，由此實現最大的客人滿意度to ensure Priority Club members consistently receive all benefits, repeat guests and other VIP’s receive special recognition and service確保優悅會會員始終得到全部優惠，?？秃推渌F賓也得到特別關照Inspects all VIP rooms prior to arrival在貴賓到達前對貴賓房進行檢查Greet VIP guests personally親自迎接貴賓Liaise with other departments and necessary outside contracts to ensure excellent service delivery與其它部門和必要的外部承包商聯系，以確保提供高質量的服務Oversee maintenance of efficient repeat guest history system對高效的常客客史檔案系統維護實施監管Promote Inter－Hotel sales and in－house facilities促進店際銷售及完善內部設施Perform such functions as to include but not be limited to:行使下列功能，包括但不僅限于：IHG Rewards Club and regular guest welcome letters向IHG優悅會會員和?？椭職g迎信Solicitation of IHG Rewards Club applications發展IHG優悅會會員Attending to special requests by guests回應客人提出的特別要求Develop and implement guest telephone contact systems開發和應用客人電話聯系系統Handle guest complaints and refer them as necessary, follows up on corrective action處理客人投訴，如有必要則將其提交給有關部門，并對糾正措施進行跟進Compile, analyze and control guest relations’ costs對客戶關系部的成本情況進行編寫、分析和控制Schedule and attend regular Priority Club and VIP guest cocktail parties and social engagements in an effort to further improve on service delivery計劃并參加優悅會和貴賓的定期雞尾酒會和社會活動，以便進一步提高服務質量Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests查閱來客單，檢查對客人和貴賓的房間分配情況、各類設施情況以及特別申請Prepare requisitions for amenities on a timely basis及時準備設備使用申請Overall responsible for ensuring and maintaining the entire range of services offered for the Club Floor and Club Lounge with the aim to maximum guest satisfaction確保向行政樓層和行政俱樂部提供全方位的服務，最大程度的獲得賓客滿意度Appraise appearance, discipline and efficiency of all staff under direct supervision and initiate immediate remedial action if necessary評估所有員工的外在形象、守紀情況和工作效率并進行直接監管，如有必要，可采取直接的糾正措施Organize and conduct regular meeting for all Guest Relation’s staff to facilitate communications and smooth operations織和召開客戶關系部全體人員參加的會議，以加強交流和保證業務的順利進行Prepare efficient work schedule for Guest Relations Staff, arranging holidays and vacation, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures在考慮酒店入住情況和預測以及大規模的團組活動，特別是關于提前或延遲到達及離店的情況的前提下，為客戶關系部員工準備高效的工作計劃，安排節日和假日任職資格：.