Guest Relations Manager 客户关系经理

PRINCIPAL RESPONSIBILITIES 主要职责
 
Work alongside guest contact colleagues ensuring the delivery of on brand guest service with poise.
与对客同事紧密合作确保向宾客提供符合品牌要求的服务体验.
Ensure appropriate manning levels for the anticipated daily work flow in all managed sections.
确保所管理部门根据日常运作预先安排适当的人手。
Supervise the work and operation of the service stylist，the Flavours of Langham. Ensure colleagues are executing their respective job tasks according to the pre-defined standards & procedures and in compliance with the company employment handbook.
监督宾客服务大使以及朗廷品牌商的的工作和日常营运。确保同事们根据拟定的规定条例以及公司同事手册执行其职责范围内的工作。
Handle dissatisfied guests during their stay or after they have departed to resolve complaints and identify and rectify any processes which lead to the service shortfall.
处理入住期间宾客所遇的不满意之处和解决他们离店后的投诉并确认及改进服务中的不足之处。
Be familiar with the 1865 program.
熟悉1865尊贵会内容。
Be familiar with Frequent Flyer programs.
熟悉飞行里程计划。
Be able to perform all subordinates’ duties.
熟悉并能承担部门所有班次工作。
·         Demonstrate honesty, reliability, ethics, and professionalism; demonstrate consistency between words & behaviour.
展现诚实，可靠，规范及专业的工作礼仪。
·         Gather and analyse relevant facts and data to establish the root cause of reoccurring problems; make timely and sound decisions with regard to appropriate course of action.
汇总和分析相关事实及资料从而确定发生问题的根源。 根据所需采取的行动做出及时并合理的决定。
Build positive and productive working relationships with customers, subordinates, peers, superiors, business      partners, and the community; encourage this behaviour in others.
与宾客，下级，同级，上级，合作伙伴及社区建立正面及有效的工作关系。并鼓励其他同事也依照此行为准则。
Accept personal responsibility and accountability for achieving results within targeted timelines; ensure clear authority and accountability for results by others.
在规定的时限内承担相应的责任及义务从而完成任务。并清晰其他职务的权限及责任。
Foster a common vision; lead others by setting the proper example; demonstrate consistency between actions and words.
以身作则，并以正确和正面的事例引导其他同事。
·         Collect and analyse data to make customer focused business decisions; ensure colleagues understand and exceed customer expectations.
收集并分析资料使客源更接近商业目标；确保同事们理解并超越宾客的期望。
Responsible for keeping standards and procedures up to date, developing training plans, career development, mentoring      and motivation of all managed colleagues.
遵守条例及规定，及时制定培训计划和职业发展规划，向其他同事展示专业的领导力。
Drive the performance appraisal process, and ensure all appraisals have clear and accurate feedback and SMART      objectives for the next 6 – 12 months.
完成同事表现评估，确保所有的评估都得到清晰准确的回馈，并能客观地制定跟进计划。
Ensure a smooth co-ordination between the individual sections of Front Office and Rooms Division.
确保与其他前厅各部门及房务部建立良好的合作关系。
Align the plans and actions to enhance the Flavours of Langham’s revenue, analyse the slow moving and always make the maximum profit.
定期制定相关提升朗廷品牌商店收益的计划，分析滞销产品，做到收益最大化。
Liaise and work closely with other departments to resolve any operational issues.
与其他部门保持紧密联系和工作从而解决日常营运遇到的问题。
Promote the free flow of information;  encourage the open expression of ideas and opinions.
促进信息的流通，鼓励开放的思想和看法。
Build a team with different opinions, skills, experiences, and backgrounds; leverage personal, cultural, and functional      differences to optimize team performance.
以不同看法，技能，经验和背景建立团队。运用个人，文化，功能的不同来优化团队。
Work collaboratively with others to achieve common goals and objectives; serve effectively in both team member and      team leader roles; promote collaboration & teamwork in others.
共同协作以达到共同的目标和目的。为团队成员和主管展现有效的领导作用，促进协作。
Encourage and empower the success of others; create enthusiasm, investment, and a desire to excel; gain support and commitment from others; promote a healthy life balance.
通过沟通，鼓励和授权他人在工作中体现价值，并创造平衡，和谐的工作环境。
Commit the resources and time needed to train and develop people, both for their personal growth and to meet organizationa needs; identify and pursue your own learning opportunities.
利用资源和时间来培训及发展别人，包括他们的个人发展以及满足组织的需要;确定和实现自己的学习机会。
·         Align plans with business strategy; understand short- and long-term impact of business decisions; demonstrate knowledge of and educate others about how one's work aligns with the overall business/brand strategy, and ultimately shareholder value.
制定与商业策略一致的计划；理解短期和长期商业决策的影响力。指导其他同事如何工作从而与整体业务与品牌战略保持一致，最终体现股东价值。
·         Understand the meaning and implications of key internal and external financial indicators; manage overall financial performance; use sound financial analysis to evaluate strategic and investment options.
理解内部和外部财务指标的意义及影响；处理整体财政表现；运用合理的财务分析去评价战略及投资选择。
·         Add value through revenue growth and operational efficiency through process improvement; understand and focus on the key drivers of sales, colleagues and customer satisfaction, profitability, and quality.
通过收入的增长和有效的运作提升价值；理解并关注销售，同事和宾客的满意度，收益和质量的关键。
Manage and redesign processes for optimal value by encouraging and actively participating in process improvement  methods while measuring results.
当评估结果时，通过鼓励和积极参与过程的改进方法实现对于生产价值的管理和计划。
Fully understand hotel PMS - Opera, FCS, Micros and any other Business Centre related systems.
理解酒店PMS-Opera和FCS以确保有效地处理工作事务。
Be familiar with hotel emergency procedures e.g. fire alarm and take charge during emergency situations.
熟悉酒店对于紧急情况的程序，例如：遇火警时，并能负责紧急情况的处理。
Respond to guest correspondence or feedback within 24 hours.
在24小时内回复宾客的信件及反馈意见。
Actively participate in department head, daily crossover, KPI, Mice, section head and Rooms Division meetings as requested and any other relevant meetings as required. Attendance must always be on time.
积极参加房务部门交叉会议，KPI，Mics等会议，以及根据需要参加其他相关会议并必须准时出席.
Perform any duties assigned by the Management deemed necessary.
执行任何管理层委托的工作。