宾客关系经理

The guest service manager shall assist the front office manager in controlling the department's costs, standardizing the department's operating procedures, solving guest complaints and helping guests solve difficult problems and emergencies during their stay, and taking timely remedial measures to maximize the satisfaction of guests and minimize the loss of the hotel.
客户关系经理需协助前厅经理控制部门成本、规范部门操作流程，解决客人投诉并帮助客人解决住店期间的疑难问题及突发状况，及时采取补救措施，使客人最大程度的满意，同时，把酒店的损失降到最低。
CORE WORK ACTIVITIES岗位主要工作职责
Administration
行政
· Be concerned with staff discipline and staff performance and help to develop skills for all staff within the section.
监督管理员工的日常工作并帮助本岗位员工提高工作技能。
Financial and Revenue Responsibilities
财务及收入职责
· Provide services and information to a guest that is the most accurate and up to date possible, and is delivered to the guest in the most meaningful way.
通过最有效的途径，向客人尽可能地提最新，最准确的信息。
· Maintain a very good reputation for the Hotel and assist to increase the overall profitability of the Hotel.
维护和保持酒店的良好声誉并且帮助酒店增加整体的收益。
Training and Human Resources
培训和人力资源
· Be understanding and supportive, encouraging and helpful to all sub-ordinates.
给予所有的下属理解、支持、鼓励和帮助。
· Have a good working relationship with all colleagues and employees of the Hotel.
同所有的同事和酒店的员工保持良好的工作关系。
· Ensure wherever possible that employees are provided with a work place free of discrimination, harassment and victimization.
·确保无论何时都应提供给员工们一个没有歧视、骚扰和迫害的工作环境。
· Treat complaints of harassment and discrimination promptly and confidentially.
·快速和保密地处理有关骚扰和歧视的投诉。
· Treat customers and colleagues from all cultural groups with respect and sensitivity.
·对待来自不同文化背景的客人和同事都应给予尊重和体贴。
· Identify and deal with issues which may cause cross cultural conflict or misunderstanding.
·辨认并处理可能由不同文化引起的矛盾和误解事件。
Guest Service Responsibilities
对客服务的责任
· Contribute to overall operational efficiency by performing relevant duties as assigned.
按照要求履行工作职责，尽可能提高工作效率。
· Use your supervision skills effectively to encourage and motivate staff.
运用管理技巧调动和提高员工的工作积极性。
· Monitor guest service personnel constantly, ensuring that at all times maximum guest satisfaction is being achieved through guest recognition and prompt cordial attention.
不断地观察对客服务，尽力获得客人的认可和热忱的关注，确保客人得到最大程度的满足。
· Establish good public relations with all guests.
同所有的客人建立良好的公共关系。
· Provide guests with the most accurate and up to date information at all times.
向客人提供最新，最准确的信息。
Miscellaneous
其他
· To be flexible and willing when asked to fill in any areas where needed to help in an emergency or difficult circumstances as assigned or required by Management.
当出现紧急或者困难的情况，根据工作要求，服从分配。
· To be ready and responsible to perform any other duties as designated or required by Management from time to time.
随时准备履行管理层分配的其它工作职责。
· All staffs are required to comply with every reasonable request from their hierarchical supervisor(s) within an amount of time that it takes to comply under normal circumstances.
·所有的员工需要遵循来自上级主管的每一个合理的要求，这些要求也许需要一些时间在正常的工作环境下执行和完成。
· All staffs may be assigned to other duties in the hotel as and when required by business levels.
·所有的员工也许要执行酒店管理层根据工作需要分配的工作或其它职责。
GENERAL DUTIES:
一般职责：
· Abide by Hotel’s and Department’s policy & procedure.
遵守酒店及部门的各种规章制度。
· Perform other related duties & special projects as assigned by the supervisor
随时执行上级分配的其他相关任务或特殊项目。
Health and Safety
健康与安全
· Ensure that all potential and real Hazards are reported immediately and rectified
·确保所有的潜在的和事实的安全隐患要及时汇报和更正。
· Be fully conversant with all departmental Fire, Emergency procedures
·熟悉所有部门的消防、紧急事件处理程序。
· Ensure that all emergency procedures are rehearsed, implemented and enforced to provide for the security and safety of guests and employees
·确保所有的紧急方案都经过彩排，实施和加强以保护客人和员工的安全。
· Ensure the safety of the persons and the property of all within the premises by fairly applying Hotel Regulations by strict adherence to existing laws, statutes etc.
·通过严格遵守现行的法律、法规等，来较好的执行酒店的规章制度，以确保酒店内部所有的人员和物品的安全。
· Ensure all staff within the department work in a manner which is safe and unlikely to give risk of harm or injury to selves or others
·确保所有部门内部的员工都在安全的情形下工作，不可能在受伤害或危险的环境下工作。
· Use safety manual technology and practice safety working practices under Suning Nanjing Zhongshan Golf Resort health, safety and environment policy to keep our environmental and pollution protection to a minimum
·使用安全手册技术并实践南京苏宁钟山国际高尔夫酒店健康、安全环境政策下的安全工作习惯，保持将我们对环境和污染的防护减到最小的工作程序。
Confidentiality
保密制度
· Ensure confidentiality and secure storage of all intellectual property and data bases, both hard copy and electronic. Adhere to Suning Internet and Email policy
·确保保密性和所有有关酒店的数据无论软件和硬件的安全。坚持苏宁网络和邮件政策。
· Ensure Hotel, Customer and Staff information or transactions are kept confidential during or after employment with the company.
·确保在员工在职或离职后对酒店、客人和员工信息或者其它的相关信息的保密性。
To be fully conversant with:
需要遵守的
· Hotel fire procedures
酒店消防规则
· Hotel security procedures
酒店保安规则
· Hotel Health and Safety policy and procedures
酒店健康与安全政策和规则
· Hotel Facilities and attractions
酒店设备设施和功能介绍
· Hotel standards of operation and departmental procedures
酒店运营部门程序标准
· Methods of accepted payment of the company
公司的财务政策
· Short and long term hotel marketing promotions
短期和长期的酒店市场推广项目
NOTE
备注：
This document reflects the job content at time of writing and will be subject to periodic change in the light of changing operational and environmental requirements. Such changes will be discussed with the job holder and the job description amended accordingly.
本文件反映的相关岗位职责以尽数列出，其内容会根据业务和环境的要求阶段性变化。相应变化将与该岗位员工沟通，并且岗位职责描述也将根据实际情况进行修改。