宾客关系经理 Guest Relation Manager

代表酒店主动与客人建立联系，通过关键品牌接触点，如抵达和送别，社交空间，餐饮和会议宴会上引入管理团队。安排管理团队成员在客人入住、会议宴会及用餐期间作为客人联系人。
Pro-actively build relationships with guests onbehalf of the hotel through by involving the management team by way ofintroduction at key touch points such as arrival and departure, social spaces,drinking and dining, and events. To assign the management team members as guestcontacts during their stays and visits to events and outlets.
在客人活动期间，保持酒店关键区域的存在，包括但不限于抵达和送别、用餐时间、特殊活动和其他繁忙时间。
Maintain a presence in key areas of the hotelduring times of guest movements, including but not limited to arrival &departure, meal times, special events, and other peak times.
经常性评估宾客服务和酒店其他部门的流程，并提出创新的方式，为我们的宾客提供珍贵且个性化的体验。
Frequently evaluate the processes in Guest Servicesand the rest of the hotel and come up with new and innovative ways to deliverrare and intimate experience to our Guests.
协助问候并向贵宾和长住客人提供入住登记服务，或确保副理能够接待他们。
Assist in greeting and checking-in VIP and LongStay guests, or to ensure that they are met by an Assistant Manager.
贯彻集团统一的顾客认知程序并维护相关的顾客信息数据库。
Implement consistent guest recognition programs andmaintain a relevant guest history database.
礼貌而高效地处理所有客人和内部的投诉和询问，确保问题得到圆满解决。
Handle all guest and internal customer complaintsand inquiries in a courteous and efficient manner, following through to makesure problems are resolved satisfactorily.
确保客人信息的历史记录得到精确的维护。
Ensure that guest history records are accuratelymaintained.
确保所有宾客服务员工遵循品牌承诺并始终提供优异的对客服务。
Ensure that all Guest Services employees deliver the brand promise and provide exceptional guest service at all times.