宾客关系主任（GRO）

形象气质佳
1. Familiar with Front Office Standards and Procedures
保持前厅部工作标准和程序
2. Maintain good working relations with all departments
与所有部门保持良好的关系
3. Main working area is focus in the lobby. Assistant AM to follow up on the cleanliness, fix lights and fixtures in the lobby. Have a proper display of hotel brochures and tariffs and promotional pamphlets.
工作重点区域应在酒店大厅，协助大堂副理保持大厅的整洁，灯光的控制 ，固定财产的保持以及宣传资料摆放合理。
4. Responsible for reception work of VIP& Elite member arrival on the date.
准备当日贵宾的接待
5. Read hotel event daily and ensures that all front desk associates are aware of daily happenings.
了解酒店每天会议情况，确保前台每位员工都了解
6. Review arrival information on a daily basis; VIP, Marriott Bonvoy, Regular guests, Groups, special requests etc.
每班检查当日抵店客人信息，包括贵宾、万豪旅享家会员、常住客人、团队的情况以及特别要求.
7. Report to management on deficiencies and irregularities noted in the operation
向管理层汇报酒店运行过程中的不足和不合理行为.
8. Maintain a thorough knowledge of the room rates, discounts, packages, hotel facilitie, special events, etc.
维持对酒店房价、折扣、包价、饭店设施、特别事件的全面了解
9. Maintain good knowledge of the Marriott Bonvoy program, ensuring correct handling, prepares reports and actively participates in enrolling new members
维持对万豪旅享家的高度了解，确保正确处理、准备报告并积极参与发展新会员。
10. Responsible for the planning of VIP, Elite, Cobalt & redemption stay members Pre-Arrival and departures
负责VIP,精英会员，高博会员的预抵前的准备工作和离店的欢送。
11. Review with the loyalty Manager on Elite member redemption stay reservation and special occasions stay information (e.g. birthday, anniversary, wedding stay, family stay etc.) to create “surprise and delight”)
与忠诚客户经理一起审核精英会员的积分预定和特殊场合的入住信息（如生日，周年纪念，婚庆，家庭入住等），为客人创造“惊喜”
12. Be present at lobby, the Executive Lounge, restaurant during peak time with Elite members to engage and create emotional connection to anticipate the Elite members’ needs.
当客人在大堂，行政酒廊，餐厅时可以在合适的时间段与精英会员进行互动，建立情感
13. Handle guest requests and takes personal responsibility to ensure request is met by following up with relevant departments
处理客人要求并通过亲自追踪相关部门负责确保客人的要求被满足
14. Log all incidents of importance and guest comments in shift logbook for Management
在值班记录簿上为管理层记录所有重要事件和客人评论
15. Maintain effective guest relations, builds rapport and offer personalized service and assistance.
维持有效的对客关系，建立和谐的气氛并提供个性化的服务和帮助。
16. Assist Reception when required, help guest check in, check out, etc
在必要时协助前台工作，帮助客人登记入住，结账离店等
17. Be familiar with property safety, current first aid and fire emergency procedures
熟悉对财产安全、紧急救护和火警等处理程序
18. Ensure a high level of cleaning is maintained in work area
保持维护所在工作区域的高度整洁
19. Ensure all reporting and servicing deadlines are met on a timely basis
确保所有报告和服务都按时完成
20. To perform any other duties as assigned by Department Head.
完成上级交给的其他任务。