贵宾接待经理 Manager,VIP Service(储备)

Job Summary
职位简述
To assist Owner’s Representative to plan, organize and guide all process of owner office to ensure a memorable arrival & departure experiences as well as quality reception service that is consistent with SOPs.
协助业主代表计划、组织和指导业主方的工作，确保为业主方客人提供难忘的体验以及根据标准运营程序提供高质量的接待服务。
Key Duties and Responsibilities
主要义务和职责
Attend to duty timely, wearing the correct uniform, name badge and well groomed in compliance to the resort grooming policy.
按时上岗，身着合适的制服，佩戴名牌，根据酒店的仪容仪表标准整理好仪容仪表。
Managing the reception for the guest of owner office effectively and efficiently.
有效、高效的组织业主公司客人的接待工作。
Ensures that the guests are communicated with and assisted in an efficient, warm and professional manner by all team members.
确保所有人员以有效、热情和专业的方式与客人沟通及帮助客人。
Ensures a consistently high standard of presentation is maintained for both the department and
the team members
确保部门和团队的员工展现一致高标准
Actively review guest comments and feedback, communicate this with the team members and implement procedures to enhance guest satisfaction.
主动查看客人的意见和反馈，将意见和反馈传递给团队成员并采取措施提高客人满意度。
Have full knowledge of all products and services provided by the resort and in the local area.
熟悉酒店及周边地区的产品知识和所具备的服务。
Review, maintain and implement systems and procedures as directed.
依照指示回顾、管理及执行体系和程序。
Inform the respective departments of special guest or group needs and requirements to ensure guest satisfaction.
告知其他部门客人或团队的特殊需求，确保客人满意度。
Establishes and maintains close working relationships with all departments of the hotel to ensure maximum cooperation, productivity, morale and guest service.
与酒店各部门建立并维持友好的工作关系，确保最大化合作、生产力、士气和为客人提供的服务。
Develops relationships with clients, return guests, group contacts etc. to provide maximum personalized guest service.
与客人、回头客以及团队联系人等建立良好的关系，为其提供个性化宾客服务。
Makes suggestions for improvements in overall operations with an emphasis on increasing guest satisfaction, revenues as well as reducing costs.
为整体运营情况的改善提供建议，着重于提高客人满意度、增加收入及降低成本。
Supports the Hotel’s Core Value towards employee development, morale and institute programs to ensure the effectiveness and promotion of this philosophy within the Guest Service department.
员工的发展、士气和项目的研究需坚持酒店核心价值观，确保该理念在宾客服务部门中的作用和发展。
Displays a high degree of professionalism and integrity as befitting a member of management.
作为管理层中的一员，需展示出高标准的专业性。
Responds properly and takes a supervisory role in any hotel emergency or safety situation, as well as ensuring the proper control and instructions of said emergency procedures to the hotel.
在遇到酒店紧急情况或与安全相关的情况时，做出正确的回应并扮演监督者的角色，确保根据酒店紧急情况处理程序的指示正确地控制所遇情况。
Managing all administrational duties as specified by the resort.
根据酒店规定管理行政工作。
Attends training on handling required emergency procedures and basic first aid in the case of emergency or guest illness.
参加紧急情况处理程序及基本急救培训，如果发生紧急事故或遇客人生病可以进行处理。
Works flexible hours and schedules according to resort and departmental requirements.
根据酒店和部门的要求，工作时间和安排灵活。
Assist with other job related duties when requested by the resort.
协助其他与工作相关的任务。
Ensures guest information is kept confidential at all times. No personal or private information about resort guests including room number and arrival and departure dates is to be given out to third parties
确保在任何时候对客人的信息保密。勿将客人的私人信息如房间号、到店和离店日期与第三方公司分享。
To ensures that all colleagues activities adhere to and support the Atlantis Quality Standards
确保所有员工活动遵循并支持亚特兰蒂斯质量标准。
Consistency monitors of service quality, escalating any major problems/complaints to Senior Management
监督服务质量，将重要的问题和投诉上报给高级管理层。
Takes full responsibility of the department.
承担部门所有责任。