GRO宾客关系主任

岗位职责
Plan and co-ordinate the
provision of friendly, efficient services to our guests.
计划和协调安排贵宾赠品，高效率服务客人。
Inspects all VIP rooms prior to
arrival.检查所有预抵的重要宾客房间。
Greet VIP guests personally.当面问候客人。
Promote Inter-Hotel sales and
in-house facilities.促进酒店销售和房间设施。
Assist with
check-ins/check-outs for Front Desk.协助前台办理入住/退房。
Cover guest relations desk.关注宾客关系接待台。
Assist all departments in being
receptive to the needs of guests.协助所有部门，帮助客人所需。
Attend recreation activities
when necessary.参加必要社交活动。
Assist in any other duties when
required by the Loyalty Manager.当忠诚经理需要时协助其工作。
Priority Club & Ambassador
and regular guest welcome letters.
优悦会会员&大使会员和常客的欢迎信。
Solicitation of Priority Club
& Ambassador applications.优悦会会员&大使卡会员招募工作。
Attending to special requests
by guests.关注客人特殊需求。
Handle guest complaints and
refer them as necessary, follows up on corrective action.
处理客人投诉如必要时需及时汇报，跟进补救行动。
Review arrival lists for all
arrivals and VIPs to check room allocations, amenities, and special requests.
检查所有预抵客人和重要宾客名单并检查房间安排情况，房间礼品和客人特殊需求。
Works with superior in the
preparation and management of the department’s budget. Duties include:与部门上级一起准备和制定部门预算。其中包括：
Assists in co-ordinating the
preparation of the departmental annual budget.
协助完成部门整年预算的制定。
Controls and monitors
departmental costs on an ongoing basis to ensure performance against budget.持续控制和监督部门成本维持在一个基础上以确保部门完成预算。
Understand the procedures for
System Shut Down situation.熟悉系统瘫痪时工作程序。
Demonstrate co-operation and
trust with colleagues, supervisors, teams and across departments to deliver
positive results.
与同事，主管，团队之间保持良好的信任及合作，并为团队带来积极的结果。
Actively participate in wider
hotel meetings.积极参加酒店的会议。
Interact with department and
hotel staff in a professional and positive manner to foster good rapport,
promote team spirit and ensure effective two way communication.
与部门和酒店员工保持专业和积极的态度,培养良好的关系,促进团队精神，确保沟通顺畅。
Build and maintain positive
relationships with all internal customers and guests in order to exceed their
needs.
与所有内部客人保持良好的关系并超越客人的需求。
Create a positive hotel image
in every interaction with internal and external customers.
为每一个内部和外部客人营造一个良好的酒店形象。
Adhere to hotel brand standards.遵照酒店品牌标准。
Maintain a high level of
product and service knowledge in order to explain and sell services and
facilities to guests.持续不断的为客人提供高标准的产品和服务知识、销售服务和设备设施。
岗位要求
Communication skills are
utilized a significant amount of time when interacting with others;
demonstrated ability to interact with customers, employees and third parties
that reflects highly on the hotel, the brand and the Company.
拥有在与他人交往时大多数时间所使用的沟通技能；完全代表酒店，品牌和公司与顾客，员工和第三方交往的能力。
Good writing &
communication skill.具有良好的写作沟通能力
Proficient in the use of
Microsoft Office and Front Office System
熟悉使用办公软件和前台操作系统
Problem solving and
organizational abilities解决问题和组织能力
College Degree or Diploma in Hotel
Administration, Hotel Management or equivalent.
具有酒店行政管理，酒店管理或相关的大专水平。
2 years’ experience in guest services or related discipline including supervisory experience,
or an equivalent combination of education and experience.
拥有2年宾客服务工作经验，包括管理经验，或与此相当的教育和相关工作经验结合的背景。