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崗位職責/職位描述

·?????????Monitor club floor personnel to ensure maximum guest satisfaction throughpersonal recognition and prompt cordial attention from arrival throughdeparture

·?????????Monitor club floor personnel toensure Priority Club members, guests stayingon Club Floorconsistently receive all benefits, repeat guests and other VIP’s receivespecial recognition and service

·?????????Inspects all VIP rooms prior to arrival

·?????????Greet VIP guests personally

·?????????Ensuring exclusivecheck in and check out services are offering in-room and/or Club Lounge

·?????????Ensuring?foodand?beverage service in the club lounge is exceptional.

·?????????Providingbusiness centre style services and meeting rooms to Club Floor guests

·?????????Liaise with other departments and necessaryoutside contracts to ensure excellent service delivery

·?????????Oversee maintenance of efficient repeat guesthistory system

·?????????Promote Inter-Hotel sales and in-housefacilities

·?????????Perform such functions as to include but notbe limited to:

o? PriorityClub and regular guest welcome letters

o? Solicitationof Priority Club applications

o? Attendingto special requests by guests

·?????????Develop and implement guest telephone contactsystems

·?????????Handle guest complaints and refer them asnecessary, follows up on corrective action

·?????????Compile, analyzeand control club floor’ costs

·?????????Schedule and attend regular Priority Club andVIP guest cocktail parties and social engagements in an effort to furtherimprove on service delivery

·?????????Review arrival lists for all club floor arrivals and VIPs to check room allocations,amenities, and special requests

·?????????Prepare requisitions for amenities on atimely basis

·?????????Overall responsible for ensuring andmaintaining the entire range of services offered for the Club Floor and ClubLounge with the aim to maximum guest satisfaction

·?????????Appraise appearance, discipline andefficiency of all staff under direct supervision and initiate immediateremedial action if necessary

·?????????Organize and conduct regular meeting for allGuest Service’s staff to facilitate communicationsand smooth operations

·?????????Prepare efficient work schedule for GuestRelations Staff, arranging holidays and vacation, taking into considerationproject occupancy and forecasts and any large group movements, especially thosewith early or late arrivals or departures

·?????????Ensureproperly inventory control of beverage, tableware and linen in Club Floor andco-ordinate with Finance on monthly inventory inspection

·?????????Ensure all ClubFloor reports are completed on timely basis and submitted to Front OfficeManager for reference

Ensure all damage of tableware, glassware inClub Floor are recorded and follow up with hotel procedures.