宾客关系专员 - Guest Relation Officer（VIP)

主要职责
Main Duties
§ 确保部门按照既定的理念顺畅运作，并始终提供礼貌、灵活的贵宾VIP服务。
Efficiently managingthe Department according to the established concept statement providing acourteous, professional, efficient and VIP flexible service at all times.
§ 对当地环境具有扎实及最新的了解，如城市的餐厅、购物区。
To have a sound knowledge of the local environment such as restaurants and shopping areas within the city.
§ 在日常运营中与客房部及其他各部门保持紧密的联系。
Liaises withHousekeeping and other related departments on daily operations.
§ 与客人建立并保持良好的宾客关系。
Establishes arapport with guests, maintaining good customer relationship.
§ 确保对酒店产品和当地情况的高度了解。
Ensures a high levelof product knowledge of hotel and local area.
§ 按照前厅部的程序维护并最新客人历史记录及市场数据库。
Maintains andupdates guest history and marketing database as laid down in Front officeprocedures.
§ 确保维持高水平的对客服务。
Ensures a high levelof customer service is consistently maintained.
§ 确保前厅部与其它部门的高度配合。
Ensures a high levelof liaison is maintained between Front Office and all other departments withinthe Hotel.
§ 确保高度了解酒店产品知识，以便在机会出现时，宣传/销售客房、餐厅及其它设施/活动。
To be knowledgeableand promotes/ upsells Rooms, Outlets and other facilities/ programmers wheneveropportunities arise.
§ 确保执行酒店品牌标准的基本要求，适时提供更多可供选择的品牌服务。
Ensures that allcompany minimum brand standards have been implemented, and that optional brandstandards have been implemented where appropriate.
§ 确保所有顾客需求和要求得到及时关注并以正确的方式处理。
Ensures that allguest requests and requirements are attended to promptly and handled in thecorrect manner.
§ 始终确保迅速、准确和高效的电话和留言服务。
Ensures speedy,accurate and efficient telephone and message service at all times.
§ 确保与所有部门的沟通和协调工作顺畅有效，特别是与前台、销售、客房、维修、电话、保卫等部门之间。
Ensures thatcommunication and co-ordination of all Departments, with particular emphasis onthe interactions between Concierge and Front Desk, Sales, housekeeping,Maintenance, Telephone, Security are smooth and efficient. .
§ 以协助和灵活的态度与其他管理层员工密切合作，关注酒店的整体成功和客人的满意度。
Works closely withother management personnel in a supportive and flexible manner, focusing on theoverall success of the hotel and the satisfaction of hotel guests.