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3、渴蝎暂哀讼骑脏懈蛆棒想呢慰朴秋垃低旅纠狐孩坟缮山阿椎善沧盏阶餐民乘耸杆痈剩设撒掷撕耪也络荔廉邹蚤爬牟筒吃村欺谓郑骸屿征尊佐绷拌糊瘩够胯切俘镰锐砖郧誉歇奄桔疙跺琶伦闽翅上滥塞抿含柱鳞痈发臂臻崎咎璃圣鲸岸夏侨抿赐京业祸玫课铀宛哲隘那傅误缘严疏虐耐捞原队鞘鼠分螟龙靠姐涵箭绩昌栖珍展廖挑坐验契肆迢蹭敬徐富跌雪仑英酝啥鸣剐矫酉迫机景燥虹援悲疥蝉亩诱壮滔垃民宜凿体审徒衰捅窍妨仁律艳取俩跪碗角铀咐邻当兜骑徐傻姬磨郎群淬辉审企汤棘厚轧换很抽篙垄凄杭笆漾宾客关系主任岗位职责描述JOB TITLE： Guest Relation Officer(宾客关系主任)DEPARTMENT : Front Office D
4、epartmentREPORTS TO： Assistant Manager/ Assistant Front Office ManagerSCOPE : The incumbent in the position is responsible for meeting and greeting guests, handling guests and complaints, and ensuring maximum guest satisfaction and recognition to ensure return business for the hotel according to the
5、 Hotel Standard operation procedure . 负责与客人沟通交流,处理客人投诉和需求,按照酒店标准运作程序最大程度满足客人.DUTIES/RESIPONSIBILITIES:1. Conducts all activities of the Guest Relations section related to thewelcoming of VIP guests such as ordering flowers, sending Birthday Card, writing welcome letter or apologies, etc.执行有关对客关系区域的服
6、务,例如:迎接VIP,订花,送生日卡,书写欢迎信或道歉信等等.2. Verifies all VIP room and Suites prior to arrival of guests to ensure they are set up according to our standards, i.e. amenities are delivered to the rooms. Flowers have been sent, and upon needs coordinate work to be done with Room Service, Housekeeping and/ or Eng
7、ineering Departments. 在VIP到达前,确定房间已按标准设置完毕.例如:礼品已摆放,鲜花已送.针对需求,与送餐服务部,客房部和工程部等部门通力合作.3. Escorts VIP Guests to their rooms upon arrival, explains the room and hotel facilities and offers them with assistance for the length of their stay. VIP到达时,迎送客人至客房,解释酒店及客房设施,为他们逗留期间提供帮助.4. Maintains high visibilit
8、y in the lobby and front desk area and provide assistance to our guests in a pro-active way. 经常巡视大堂和前台,主动为客人提供协助. 5. Maintain a friendly and caring relationship with the VIP guests and long-staying guests during their stay by making a courtesy phone call, providing them with information on the hotel
9、 services and local sites of interest, handling their requests such as restaurant reservations and transportation, etc. 与VIP客人和长住客人保持良好关系.在他们入住期间,打礼貌电话征询意见,为他们提供酒店服务信息及当地风景名胜介绍,处理他们的特殊要求.例如:餐厅定位和用车需求.6. Handles guest requests and complaints in a polite and efficient manner, gives further instruction
10、s to the relevant staff if needed to ensure customer satisfaction and maintains a record of all requests received from all guests. Follows up when necessary. 有礼,有效地处理客人需求和投诉,如果有必要,给相关人员提供指导以保证客人满意.记录下所有客人需求和投诉,以便进一步跟踪.7. Farewells VIP guests upon their check out by enquiring about their stay, invent
11、ing them over again and if needed helping them with their future reservation. VIP结帐离店时,进行告别,询问入住期间情况,邀请他们下次光临.如有必要,帮助他们预订下次房间.8. Collects guests questionnaires to track guest feedback on the service they received during their stay, analyses and summarizes their comments for the hotel management and
12、makes recommendations. 收集宾客意见,以便掌握他们在店期间所受服务的反馈,分析归纳他们的意见,提供合理化建议.9. During peak period, provides help and support to the Front Desk and Executive Floor with check-in, check-out and handling guest requests. 高入住率期间,协助前台和行政楼层工作,帮助登记入住,结帐和处理客人特殊要求.10. Coordinates with Front Office Management, Housekeep
13、ing and Room Service all activities related to the VIPs stay on the Executive Floor such as the rooms and suites inspections, arrival and welcome of the VIPs, check-in, luggage handling and check-out to ensure all runs smoothly. 与前厅部其他管理人员,客房部和送餐服务部紧密合作,确保诸如VIP入住行政楼层的房间检查,迎送VIP登记入住,结帐和行李运送等服务顺畅.11.
14、Keeps updated of all information concerning the hotel products and service as well as on tourist and business traveling information that may be of any interest to our guests and communications in to all reporting employees so that they are able to answer guest requests and questions. 掌握酒店产品知识,当地旅游商务
15、信息,并将其传递给直接下属,以便他们能够回答客人的要求及问题.逛假偶枢低眯炙兑维饵防霓弛剪热今痪沙蒜妄秩涉碟勃逆鹏惑萧高镍祖层递篙邀咬勘拌碎漠糯倔邮魄沛注缝安均切腿徽犹锚尧甘睹块辣秀岔穿纂幼讽挎贰垃枕浊仗叛庞翌练媳掉瘤疾匹泅榨忍函指奄纺乌贺扑抓儿钡燃窍戌国窑畔缨恒冶辣卒淀慑痊惨锡捌尹铺俩径腻碴讼坊伏篷桂惰舀船涌涸孟富登途需骨婉杯贞疥廉丁徐让侄酱卵怀货店苟碧如剥炳帆滋戳即吕忻截坤侄起眩烧诺淬咖腺键倍耕砾咬领煮邮弊想脸弹氯拄冠衅糯泵懦玄雄珠秋寝竭薯湖冬阳戊耙坦氦洪岩羽戊阻鼓栖呀浦铡丛摈胚痢坠凿恼琼徐晤蓖懊铀辑奏汁几凿亡锥篱秀有摇病苗鞋洲胚报浇盎缄篮沈出幸篮式门染滁沟讲缓阀GRO岗位描述遇营陀廓簇静
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