Guest Relations Officer 宾客关系主任

岗位职责 Job Responsibilities
1. Work closely with the managers to ensure daily operations in Front Desk are run smoothly. Ensure all areas in Front Desk are covered by sufficient manpower at all times. Overseeing and training all Front Desk Agents at the counters to ensure consistency of services rendered to all guests.
与部门经理紧密地合作，提供积极有效地协助，以达到令前台的日常运转顺利正确地进行的目的。确保在任何时刻前台各个岗位都配以充足的人力。监督并培训所有的前台员工为客人提供一致性的服务。
2. Meeting and escorting of VIP guests to their room/s and any other guest as and when required.Handling of guests’ request and complains and taking ownership of guests’ feedback. Correspond with guest if necessary.
迎接VIP客人（及其他相应的客人当有需要时）并陪同引领到他们的房间。处理客人的需求及投诉，负责集取客人的反馈信息，必要时与客人保持联系。
3. Get a daily briefing about extra ordinary events to effectively deal with all foreseen situations on a daily basis.
在每日例会中了解额外的事件，以便快捷的处理所有可能发生的情况。
4. Monitor room assignments to ensure all guests’ requests are met or provide guest with an alternative if unable to meet request.
监督所有房间的分配，确保所有的客人的需求得以满足。在无法满足客人需求时，提供客人可能性的选择。
5. Knowing all duties and responsibilities of the Front Office in order to assist associates more efficiently whenever required. Check and ensure that all tasks stated on the associate’s daily operations checklists, are completed before the end of each shift.
清楚地了解前台所有的职责与义务，当员工们需要时更加有效地提供帮助与支持。监督员工的工作，保证日常工作检查表上规定的任务在班次结束前全部完成。
6. Knowing hotel daily、monthly and yearly MB membership enrollment goal and achieve the goal.Knowing upselling goal and achieve the goal.Be knowledgeable about Marriott Bonvoy and other frequent flyer programs. Participate and contribute in Marriott Bonvoy sign-up program; ensure accuracy and activation rate meet brand goal.
熟知酒店万豪旅享家会员的每天、每月和年目标，并需要完成目标。熟知增销目标，并需要完成目标。了解万豪积分兑换及其它的常客计划。参与并积极的推广万豪旅享家计划，确保以正确的价格来达到集团目标。
7. Knowing guest voice hotel Intend to Recommend、Check-In Experience and Elite Loyalty Member Appreciation goal, achieve the goal.
熟知宾客满意度调查的酒店推荐、办理入住体验和精英会员认知度的分数目标，并需要完成目标。
岗位要求 Job Requirement
1. Preferably with service experience in relevant industry
有在相关行业工作的经验。
2. Preferably experience with any PMS programs
有处理PMS系统的经验。
3. Adaptability and willing to grow with the company
适应并愿意与公司共同成长。
4. Positive and cheerful disposition
积极乐观的性格。