Guest Relation Officer 宾客关系主任

- Conducts shift briefings to ensure hotel activities and operational requirements are known
- 进行有效的交接班简报工作，以明确酒店活动和运营要求
- Monitor guest relations’ personnel to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure, include,
- 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 ，包括：
o Maintenance of guest information
维护客户信息
o Maintenance of information about local events
o 维护当地活动的信息
o Compile occupancy statistics
o 统计入住情况
o Assisting with serious complaints
协助解决严重投诉问题
- Supervise cashiering activities during shift including:
- 在当班期间监督收银活动，包括：
o Cash handling and banking procedure
现金处理和银行业务程序
o Make sure all balance to be settled upon guest departure
确保所有余额在客人离店时结清
- Monitor guest relations personnel to ensure IRC 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
- Perform such functions as to include but not be limited to:
行使下列功能，包括但不仅限于：
o IRC and regular guest welcome letters
o 向优悦会会员和常客致欢迎信
o Solicitation of IRC applications
o 发展优悦会会员
o Attending to special requests by guests
o 回应客人提出的特别要求
- 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
- Ensure all guests are well served with welcome tea or any local snacks
确保客人有被邀请品尝欢迎茶和当地小吃
- Enforces all quality standards and procedures from VIP guests’ (e.g. VIP:1,2,3,6,7,8,9 Returnee guest:R5,R10,R25 ) pre‐arrival, to their arrival, during their stay till their departure.
在贵宾客人到达前，入住期间，离店 都按照有质量且统一的标准话服务来执行服务。（例如VIP：1、2、3、6、7、8、9熟客：R5、R10、R25）
- Ensures FITs arriving and departing by limousine are met and greeted and are given a smooth and seamless check in and check out.
确保抵达和离开的豪华轿车的迎接，并给予客人顺利和无缝的入住和退房。
- Develops and instill the philosophy amongst staff to exceed guests’ needs at every point of contact.
在员工中发展并灌输在每一个接触点超越客人的需求 的理念。
- Is familiar with all happening in the hotel, arrivals, departures and see‐offs of guests staying in‐house or attending a function.
了解酒店内发生的一切，客人入住、离店或参加活动的情况。
- Is familiar with VIP room blocks and conducts random inspections of rooms.
熟悉贵宾房的设置并对房间进行随机抽查。
- Ensures Lobby presence is maintained and lobby is kept neat, cleaned and maintained at all times.
确保大堂任何时候的都是整齐和干净的。
- Ensures orderliness and manages the flow of traffic in the lobby, Front Desk and lift landing area.
确保大堂、前台、客梯等公共区域的秩序和管理。
- Ensures email address of guests are obtained upon check‐in and updated into guest profiles correctly
确保在入住时获得的客人的邮箱地址正确的更新进客人的个人资料。
- Provides forecasts to F&B for large orders of amenities.
预测并提供VIP备品数量给餐饮部。
- Provides forecast to the Flower Room / Shop for flower arrangements.
为花房/商店提供花卉布置的预测。
- Provide personalized service according to guest needs e.g: Birthday/Honeymoon/Ceremony.
根据客人需求提供个性化服务，如：生日/蜜月/庆典。
- To participate hotel promotion selling activities.
出售月饼、圣诞促销活动券、新年促销活动券、及餐厅和其它部门平时的促销活动。
- Conducts shift briefings to ensure hotel activities and operational requirements are known
进行有效的交接班简报工作，以明确酒店活动和运营要求
- Monitor guest relations’ personnel to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure, include,
- 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 ，包括：
o Maintenance of guest information
维护客户信息
o Maintenance of information about local events
o 维护当地活动的信息
o Compile occupancy statistics
o 统计入住情况
o Assisting with serious complaints
协助解决严重投诉问题
- Supervise cashiering activities during shift including:
- 在当班期间监督收银活动，包括：
o Cash handling and banking procedure
现金处理和银行业务程序
o Make sure all balance to be settled upon guest departure
确保所有余额在客人离店时结清
- Monitor guest relations personnel to ensure IRC 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
- Perform such functions as to include but not be limited to:
行使下列功能，包括但不仅限于：
o IRC and regular guest welcome letters
o 向优悦会会员和常客致欢迎信
o Solicitation of IRC applications
o 发展优悦会会员
o Attending to special requests by guests
o 回应客人提出的特别要求
- 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
- Ensure all guests are well served with welcome tea or any local snacks
确保客人有被邀请品尝欢迎茶和当地小吃
- Enforces all quality standards and procedures from VIP guests’ (e.g. VIP:1,2,3,6,7,8,9 Returnee guest:R5,R10,R25 ) pre‐arrival, to their arrival, during their stay till their departure.
在贵宾客人到达前，入住期间，离店 都按照有质量且统一的标准话服务来执行服务。（例如VIP：1、2、3、6、7、8、9熟客：R5、R10、R25）
- Ensures FITs arriving and departing by limousine are met and greeted and are given a smooth and seamless check in and check out.
确保抵达和离开的豪华轿车的迎接，并给予客人顺利和无缝的入住和退房。
- Develops and instill the philosophy amongst staff to exceed guests’ needs at every point of contact.
在员工中发展并灌输在每一个接触点超越客人的需求 的理念。
- Is familiar with all happening in the hotel, arrivals, departures and see‐offs of guests staying in‐house or attending a function.
了解酒店内发生的一切，客人入住、离店或参加活动的情况。
- Is familiar with VIP room blocks and conducts random inspections of rooms.
熟悉贵宾房的设置并对房间进行随机抽查。
- Ensures Lobby presence is maintained and lobby is kept neat, cleaned and maintained at all times.
确保大堂任何时候的都是整齐和干净的。
- Ensures orderliness and manages the flow of traffic in the lobby, Front Desk and lift landing area.
确保大堂、前台、客梯等公共区域的秩序和管理。
- Ensures email address of guests are obtained upon check‐in and updated into guest profiles correctly
确保在入住时获得的客人的邮箱地址正确的更新进客人的个人资料。
- Provides forecasts to F&B for large orders of amenities.
预测并提供VIP备品数量给餐饮部。
- Provides forecast to the Flower Room / Shop for flower arrangements.
为花房/商店提供花卉布置的预测。
- Provide personalized service according to guest needs e.g: Birthday/Honeymoon/Ceremony.
根据客人需求提供个性化服务，如：生日/蜜月/庆典。
- To participate hotel promotion selling activities.
出售月饼、圣诞促销活动券、新年促销活动券、及餐厅和其它部门平时的促销活动。
Required Skills –
技能要求
· Communication skills are utilized a significant amount of time when interacting with others;
拥有在与他人交往时大多数时间所使用的沟通技能
· Proficient in the use of Microsoft Office and Front Office System
熟练使用微软办公软件和前台系统
· Problem solving and organizational abilities
具有解决问题和组织能力
Qualifications –
学历
· Diploma or Vocational Certificate 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学历或专业证书。
Experience –
经验
· 1 years experience in front office / guest services or related discipline including supervisory experience, or an equivalent combination of education and experience.
· 拥有1年前厅或宾客服务工作经验，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。