宾客关系主任 Guest Relation Officer

欢迎并感谢每一位客人的到来，面对微笑，目光接触，及友好的问候，尽可能称呼客人的名字。
Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
了解并熟悉酒店的产品，包括营业时间，度假设施，服务，促销等。
Understand and be knowledgeable about resort products including outlets’ operation hours, resort facilities and offerings, resort promotions, etc.
向客人提供关于酒店内的硬件设施，服务，促销活动，营业时间，建议性信息。
Supply guests with direction and information regarding property amenities, services, promotions, activities, hours of operation, recommendations.
与客人交谈，需找机会，以提高客人的体验，并通过询问客人的问题，更好地了解客人的需求, 通过专业的角度，观看/聆听客人的喜好，以积极和及时的方式采取行动。
Engage guests in conversation to find opportunities to enhance guests’ experience and generate more revenue for the hotel by asking questions of guests to better understand their needs, watching/listening to guest preferences, and acting on them in a professional, positive and timely manner.
与餐饮，水疗，康乐等相关同事联系，协助客人为其预订。
Contact appropriate colleagues in Food & Beverage, Spa, and Recreation to assist guests with making reservation/booking.
收集客人的反馈意见，并与团队分享反馈以获得改善机会。
Collect Feedbacks from the guests and share the feedbacks with the team for improvement opportunities.
带领客人识别和解释房间内的设施（例如使用房卡，电子设备，迷你酒吧，室内保险柜及洗衣服务）。
Identify and explain room features to guests (e.g., use of room key, electronic devices, mini-bar, in-room safe, valet laundry services).
管理入住体验，并与礼宾部，前台及嘉宾轩团队紧密合作。协助前台陪同客人前往相关的目的地，并利用机会与客人接触。
Manage the Arrival Experience and work closely with the Concierge, Front Desk, and Regency Club Team. Assist Front Office with escorting guests to the relevant destination and use the opportunity to engage with the guests.
真诚的感谢每一个客人，并且提供一个愉快的告别。
Thank guests with genuine appreciation and provide a fond farewell.
与相关部门协作，协调贵宾在店内的各项活动。
Co-ordinates VIP movements with relevant Departments as advised.