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崗位職責/職位描述

工作職責：Monitor guest relations’ personnel to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure客人在入住期間，以個人化的重視和溫馨的服務來達到客人的滿意度Ensure IHG Rewards Club members consistently receive all benefits, repeat guests and other VIP’s receive special recognition and service督促和保證所有優悅會會員享受相關的福利，回頭客和貴賓享受特別的待遇和服務Inspects all VIP rooms prior to arrival檢查貴賓的房間Liaise with other departments and necessary outside contracts to ensure excellent service delivery和其它部門緊密配合提供優質服務Input guest data into Opera history system錄入客人數據到相關系統Assist to promote Inter－Hotel sales and in－house facilities協助推廣酒店銷售和設施Handle guest complaints and refer them as necessary, follows up on corrective action處理客人的投訴，做出相應的行動Assist in review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests根據當日預定報表提前檢查貴賓的房間分配，歡迎物品和滿足特別的要求Services offered for the VIP guests with the aim to maximum guest satisfaction提供貴賓客人的優質服務以提高滿意度Ensure the personnel maintain the appearance, discipline and efficiency of all staff under direct supervision and initiate immediate remedial action if necessary確保管理員工的行為表現和有效工作,如有必要主動作出相應的行動計劃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準備員工的有效工作安排計劃，合理安排假期，預測未來生意從而作出相應的行動計劃，特別是一些大型的團隊Conduct department training舉行部門培訓Check weekly on report for long staying guests, establish and maintain contact with the guests. Entertain them occasionally每周檢查長住客人的報表,和客人保持緊密聯系,適當的時候邀請他們參加各種活動Monitor files on Hotels facilities, airline schedules, transportation schedules / routes and course, map and other relevant tourist information負責酒店設施，航空信息，交通信息，線路，地圖，相關旅游信息的存檔Be conversant with all hotels’ activities by reading event order, Public Relation materials and also promotion of competitor advertisement in the media for details on special promotion熟悉酒店的各種宴會，外界信息同時了解競爭對手的一些宣傳和推廣Ensure Knowledgeable of all special promotion procedures, for programs such as; Seasonal Packages, Frequent Flyers Programs, and also Intercontinental Hotels Group Loyalty programs熟悉所有推廣的程序，比如，季度推廣，航空會員計劃，國際酒店集團的忠誠計劃Issue the gifts to Children to make sure guests’ satisfaction向兒童贈送禮品，并確保客人的滿意度Compliance to the IHG standards and policies and ensure delivery by the GRO確保賓客服務遵從酒店的標準和政策Performs other tasks assigned by the manager完成其他分配的工作任職資格：計算機能力：熟練語言要求：英語（熟練）國際聯號工作經歷：優先