Guest Experience Team Leader 客户关系主管

-Has full awareness, manages and supervises all tasks of his/her team members.
-Monitors guest experience team members to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure.
-Monitors team members to ensure that repeat guests and other VIP's receive special recognition and service.
- Inspects all VIP rooms prior to arrival.
-Registers and rooms all arrivals according to established procedures.
- Performs check-in, check-out and room change procedures and ensures that all data are entered completely into the hotel systems in accordance with reservation.
- Maintains cashier float and ensures accurate daily report of all money received.
- Cashes hotel guest's travellers checks and assists with currency exchange.
- Keeps abreast of all modifications to accounting policies and procedures.
- Liaises with other departments and necessary outside contracts to ensure excellent service delivery.
-Oversees maintenance of efficient repeat guest history system.
-Promotes Inter-Hotel sales and in-house facilities.
-Reviews arrival lists for all arrivals and allocates all rooms accordingly. And follow up with other departments regarding amenities and room set-up.
- Appraises appearance, discipline and efficiency of all team members under direct supervision and initiates immediate remedial action if necessary.
-Checks night report, prepares the morning report, and prepares all necessary forms for the guest arrival on night shift.
-Maintains comprehensive knowledge of standard reservation procedures including correct forms to use, how to read telex, e-mail, messages, and how to interpret availability sources within the reservation systems.
- Maintains exemplary department standards of behaviour and appearance and attitude.
-Be fully aware of the Credit policy.
-Has full knowledge of Swire Hotels standards.
-Performs related duties and special projects assigned.