宾客关系经理/忠诚客户经理

PRINCIPAL RESPONSIBILITIES 主要职责
·Be fully familiar with the room facilities and provide concise
information about it to the guest during the rooming process.
要非常了解房间的设施，并在为客人介绍房间设施时可提供简明的信息。
·Build positive and productive working relationships with customers,
subordinates, peers, superiors, business partners, and the community; encourage
this behavior in others.
与宾客、下级、同级、上级、合作伙伴及社区建立正面及有效的工作关系，并鼓励其他同事也依照此行为准则。
·Ensure VIP rooms
are in good condition and being set-up according to Brand standard and guest’s special requirements prior the
VIP's arrival.
确保所有VIP房间可以正常使用，并按照集团的标准和客人的特殊要求在客人到店前准备完好。
·Work closely with
colleagues to ensure service experience that meets the brand's requirements.
与对客同事紧密合作确保向宾客提供符合品牌要求的服务体验。
·Review all VIP/Brilliant
by Langham members’ arrival to ensure they receive their preferred room and amenity.
要核查所有VIP和卓逸会会员的到店，确保他们优先得到舒适的房间和设施。
·Be familiar with Opera knowledge and must be in the lobby and front office areas during their shift.
熟练掌握Opera技能，需在工作班次中服务于酒店大堂和前厅区域。
·Have a clear
general knowledge of the hotel product to allow up sell and cross sell of hotel
rooms and facilities. This should include room types, food and beverage
facilities, spa and health club, daily catering events and local neighbourhood
information.
拥有清晰的酒店产品知识从而推销酒店更好的房型及其他酒店产品，其中包括酒店房态、餐饮设施、水疗中心、健身中心、每日宴会以及相关周边信息。
·Welcome and
farewell guests from the lobby, and greet and acknowledge guests that are waiting in the lobby.
在酒店大堂欢迎及欢送宾客，与在大堂等候的客人打招呼并作出相应反应。
·Anticipate guest
needs and handle guest inquiries in a helpful and attentive manner.
预先估计宾客的需要并用殷切有理的态度处理宾客的需求。
·Ensure a smooth coordination between the individual
sections of Front Office and Rooms Division.
确保与其他前厅各分部门及房务部建立良好的合作关系。
·Liaise and work closely with other departments to
resolve any operational issues.
与其他部门保持紧密联系和工作从而解决日常营运遇到的问题。
·Recognize return
guests and VIPs in the hotel.
认识酒店的再次入住宾客和VIP客人。
·Attend daily shift
briefing and be fully aware of hotel operation situation.
参加每日例会并清楚了解当日酒店运营的情况。
·Be knowledgeable
on the Brilliant by Langham program，and make training
plan for Brilliant by Langham program.
熟知卓逸会内容，并制定卓逸会会员知识的培训计划。
·Be aware of their
responsibilities in the event of an emergency situation.
清楚知道在紧急事件中所应承担的职责。
·Make the training plan for the Guest Relation Staff in all facets
and responsibilities.
承担起宾客关系部门所有培训责任，并组织员工在各方面的培训。
·Control the costs effectively and achieve the targets.
制定本部门的成本控制计划，完成相应的工作指标。
·Enforce standard
of personal grooming and hygiene of the team according to hotel requirement.
确保员工的个人仪容仪表和团队的卫生安全按照酒店的规定标准执行。
·Identify the strengths and weaknesses of
respective colleagues and develop their full potential to achieve company
goals.
能确认同事的优点和缺点，发展他们的潜能，以达成公司的目标。
·Motivate, train and develop potential staff. Make developing plan for staff as necessary.
激励、培训和发展有潜力的员工。必要时，为员工指定职业发展规划。
·Handle
dissatisfied guests to resolve complaints, to all emergency situations, to medical consultation and treatment requests, to colleague
accidents or conflicts take remedial actions immediately and follow up as
necessary. Ensure all guest concerns are promptly logged and report to the
management in the Duty
Manager log.
处理对于宾客不满意而导致投诉，对于紧急情况，处理医疗咨询和诊治要求，同事意外或者冲突，采取立即补救行动在必要时进行跟进。确保所有事件都被真实地记录在值班经理日志中以便查阅。
·Know and
carry out the Duty Manager daily job accurately.
准确并熟知值班经理的工作内容。
·Fully understand
the hotel PMS, Vingcard Systems.
理解酒店PMS和 Vingcard系统。
·Administrative and
correspondence work including responding to guests complaints or requests with
24 hours.
在24小时内处理行政和相关信件处理的工作，包括回复宾客的投诉或要求。
·Release ‘locked’
in-room safes.
为已锁客房保险箱的解锁。
·Provide guidance
for all duty colleagues in case of any
service shortfalls.
对值班同事提供引导和指导以避免服务缺失。
·Provide a
management presence in the lobby and hotel back and front of house areas for
colleagues.
在酒店大堂、前区和后区，为同事们起到管理层作用。
·Perform any duties that Management deems
necessary.
必要时需执行任何工作。
REQUIREMENTS
职位要求
Education 教育学历
·Hotel Management Education.
·酒店管理相关专业毕业。
Experience 经验
·Minimum of three years Front Office Operation.
三年以上酒店前厅部工作经验
Computer Knowledge
电脑知识
·Knowledge of MS
office software.
相关办公自动化知识。
·Opera
酒店Opera系统。
Language
Proficiency 语言能力
·Good command of
English and Mandarin, other languages would be beneficial.
良好的英语及普通话掌握能力，掌握其他语言者优先考虑。