宾客服务经理

Duties and Responsibilities工作职责
Monitor guest relations’ personnel to
ensure maximum guest satisfaction through personal recognition and prompt
cordial attention from arrival through
departure
监督客户关系部工作人员，以确保来宾始终得到礼貌接待及充分的注意和重视，由此实现最大的客人满意度
Monitor guest
relations personnel to ensure Priority Club members consistently receive all
benefits, repeat guests and other VIP’s receive special recognition and
service
监督客户关系部人员的工作，以确保优悦会会员始终得到全部优惠，常客和其它贵宾也得到特别关照
Inspects all VIP
rooms prior to arrival
在贵宾到达前对贵宾房进行检查
Greet VIP guests
personally
亲自迎接贵宾
Liaise with other departments and necessary outside
contracts to ensure excellent service
delivery
与其它部门和必要的外部承包商联系，以确保提供高质量的服务
Oversee maintenance of efficient
repeat guest history system
对高效的常客客史档案系统维护实施监管
Promote Inter-Hotel sales
and in-house facilities
促进店际销售及完善内部设施
Perform such functions as to include
but not be limited to:
行使下列功能，包括但不仅限于：
Priority Club and regular guest
welcome letters
向优悦会会员和常客致欢迎信
Solicitation of Priority Club
applications
发展优悦会会员
Attending to special requests by
guests
回应客人提出的特别要求
Develop and implement guest telephone contact
systems
开发和应用客人电话联系系统
Handle guest complaints and refer them as necessary,
follows up on corrective action
处理客人投诉，如有必要则将其提交给有关部门，并对纠正措施进行跟进
Compile,
analyze and control guest relations’ costs
对客户关系部的成本情况进行编写、分析和控制
Schedule
and attend regular Priority Club and VIP guest cocktail parties and social
engagements in an effort to further improve on service
delivery
计划并参加优悦会和贵宾的定期鸡尾酒会和社会活动，以便进一步提高服务质量
Review arrival lists for all
arrivals and VIPs to check room allocations, amenities, and special
requests
查阅来客单，检查对客人和贵宾的房间分配情况、各类设施情况以及特别申请
Prepare requisitions for
amenities on a timely basis
及时准备设备使用申请
Overall responsible for ensuring
and maintaining the entire range of services offered for the Club Floor and Club
Lounge with the aim to maximum guest
satisfaction
确保向行政楼层和行政俱乐部提供全方位的服务，最大程度的获得宾客满意度
Appraise appearance,
discipline and efficiency of all staff under direct supervision and initiate
immediate remedial action if
necessary
评估所有员工的外在形象、守纪情况和工作效率并进行直接监管，如有必要，可采取直接的纠正措施
Organize and
conduct regular meeting for all Guest Relation’s staff to facilitate
communications and smooth
operations
织和召开客户关系部全体人员参加的会议，以加强交流和保证业务的顺利进行
Prepare efficient work
schedule for Guest Relations Staff, arranging holidays and vacation, taking into
consideration project occupancy and forecasts and any large group movements,
especially those with early or late arrivals or
departures
在考虑酒店入住情况和预测以及大规模的团组活动，特别是关于提前或延迟到达及离店的情况的前提下，为客户关系部员工准备高效的工作计划，安排节日和假日
QUALIFICATIONS
AND REQUIREMENTS任职要求
Bachelor’s Degree or Diploma in Hotel Administration,
Hotel Management or equivalent
具有酒店行政管理，酒店管理或相关的学士学位或大专水平。
2 years
experience in front office / guest services operations, including supervisory
experience at a hotel of similar size and complexity, or an equivalent
combination of education and
experience.
拥有2年前厅或宾客服务工作经验，包括在相似规模和复杂程度的酒店的管理经验，或与此相当的教育和相关工作经验结合的背景。