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崗位職責/職位描述

【崗位職責】

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Monitor guest relations’
personnel to ensure maximum guest satisfaction through personal recognition and
prompt cordial attention from arrival through departure

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客人在入住期間，以個人化的重視和溫馨的服務(wù)來提高客人的滿意度。

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Ensure IHG Rewards Club members
consistently receive all benefits, repeat guests and other VIP’s receive
special recognition and service

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督促和保證所有優(yōu)悅會會員享受相關(guān)的福利，回頭客和貴賓享受特別的待遇和服務(wù)。

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Inspects all VIP rooms prior to
arrival

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檢查貴賓的房間。

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Liaise with other departments
and necessary outside contracts to ensure excellent service delivery

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和其它部門緊密配合提供優(yōu)質(zhì)服務(wù)。

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Input guest data into Opera
history system

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錄入客人數(shù)據(jù)到相關(guān)系統(tǒng)。

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Assist to promote Inter-Hotel
sales and in-house facilities

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協(xié)助推廣酒店銷售和設(shè)施。

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Handle guest complaints and
refer them as necessary, follows up on corrective action

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處理客人的投訴，做出相應(yīng)的行動。

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Assist in review arrival lists
for all arrivals and VIPs to check room allocations, amenities, and special
requests

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根據(jù)當日預(yù)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。

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Services offered for the VIP guests with the aim to
maximum guest satisfaction

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提供貴賓客人的優(yōu)質(zhì)服務(wù)以提高滿意度。

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Ensure the personnel maintain
the? appearance, discipline and
efficiency of all staff under direct supervision and initiate immediate
remedial action if necessary

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確保管理員工的行為表現(xiàn)和有效工作,如有必要主動作出相應(yīng)的行動計劃。

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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

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準備員工的有效工作安排計劃，合理安排假期，預(yù)測未來生意從而作出相應(yīng)的行動計劃，特別是一些大型的團隊。

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Conduct department training

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舉行部門培訓(xùn)。

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Check weekly on report for long
staying guests, establish and maintain contact with the guests.? Entertain them occasionally.

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每周檢查長住客人的報表,和客人保持緊密聯(lián)系,適當?shù)臅r候邀請他們參加各種活動。

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Monitor files on Hotels
facilities, airline schedules, transportation schedules / routes and course,
map and other relevant tourist information.

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負責酒店設(shè)施，航空信息，交通信息，線路，地圖，相關(guān)旅游信息的存檔。

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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.

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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。

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Ensure Knowledgeable of all
special promotion procedures, for programs such as; Seasonal Packages, Frequent
Flyers Programs, and also Intercontinental Hotels Group Loyalty programs.

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熟悉推廣的程序，比如，季度推廣，航空會員計劃，國際酒店集團的忠誠計劃。

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Issue the
gifts to Children to make sure guests satisfaction.

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向兒童贈送禮品，并確?？腿说臐M意度。

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Compliance to the IHG standards
and policies and ensure delivery by the GRO

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確保賓客服務(wù)遵從酒店的標準和政策。

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Performs other tasks assigned
by the manager

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完成其他分配的工作。

【崗位要求】

1、中專以上學歷，有同崗位工作經(jīng)驗1年以上，有良好英文溝通能力。

2、具有良好的服務(wù)意識，團隊協(xié)作精神以及良好的溝通、協(xié)調(diào)和應(yīng)變能力。

3、注重細節(jié)，工作有責任心，敢于承擔責任，執(zhí)行力較強。

4、有上進心和良好的學習能力和抗壓能力。