宾客关系主任（外籍）

PRINCIPAL RESPONSIBILITIES 主要职责
•Coordinate with front office to ensure that every guest are roomed
与前台协调好，确保为每位客人介绍过房间。
•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。
•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。
•Review all VIP/ Brilliant 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。
•Must be in the lobby and front office areas during their shift.
必须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房型及其他酒店产品。其中必须包括酒店房态，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.
在酒店大堂欢迎及欢送宾客。
•Greet and acknowledge guests that are waiting in the lobby.
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。
•Escort guests upon arrival to front desk and introduce by name to front desk colleague..
引领未入住宾客去前台并向前台接待员介绍宾客的名字。
•Guest Relation Officer must be able to talk to guests should they be waiting in a queue to check in or check out.
宾客服务大使必须与排队等候入住或结帐的宾客交流。
•Listen to guests requests with warmth, care and empathy and where necessary show guests to particular service areas for more information or action.
充满热情,关怀及感同深受地聆听宾客的需求,在有必要的情况下带领宾客去相关服务区域从而获得更多的信息或行动。
•Recognize return guests and VIP’s in the hotel.
认识酒店的再次入住宾客和VIP客人。
•Guest Relation Officer should never be behind the front desk.
宾客服务大使不必须在前台内工作。
•Attend daily shift briefing and be fully aware of the on-day room’s situation.
参加每日例会并清楚了解当日房态的情况。
•Be knowledgeable on the Brilliant program.
熟知朗廷卓逸会内容。
•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。
•Guest Relation Officer must perform other duties as assigned by their supervisors or managers.
宾客服务大使必须履行主管或者经理安排的其他工作职责。
•Drive the Brilliant program to attain set targets and ensure the guests receive the required recognition and benefits for their membership level. Relevant colleagues in Front Office should be certified as Brilliant ambassadors and all guest facing colleagues must be aware of the benefits and joining requirements of the program
推进卓逸会项目从而达到设订的目标并确保宾客依照他们的会员级别获得相应的会员礼遇.。所有前厅同事都应通过卓逸会的考核并成为大使，所有对客同事都必须了解会员的礼遇及人会条件。
•Attend assigned training sessions on time and as scheduled.
准时参加已安排的培训课程。
•Ensure attendance to work is on time as scheduled.
确保按照预先安排的班次准时上岗工作。
•Perform any duties assigned by the Management deemed necessary.
执行任何管理层委托的工作。
REQUIREMENTS 职位要求
Education 教育学历
•Certificate / Diploma / Bachelor in Hotel Management
酒店管理类证书/学历证明/学士学位证明
Experience 经验
•One year working experience, preferably in hotel industry
一年相关的酒店工作经验
Job Skill / Knowledge 工作技能 / 知识
•Out-going personality
性格开朗
•Good communication skills
良好的沟通技巧
Computer Knowledge 电脑知识
•Knowledge of MS office software
相关办公自动化知识
•Opera PMS
酒店Opera系统
•PSB
PSB系统
Language Proficiency 语言能力
•Knowledge of English, Fluent in Mandarin
英语精通，普通话流利
•Foreign Preferred
外籍优先