客务主任 Guest Relations Officer

• Monitor guest relations’ personnel to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure.
• 客人在入住期间，以个人化的重视和温馨的服务来最大化客人的满意度。
• Ensure IHG Rewards Club members consistently receive all benefits, repeat guests and other VIP’s receive special recognition and service.
• 督促和保证所有优悦会会员享受相关的福利，回头客和贵宾享受特别的待遇和服务。
• Inspects all VIP rooms prior to arrival.
• 检查贵宾的房间。
• Liaise with other departments and necessary outside contracts to ensure excellent service delivery.
• 和其它部门紧密配合提供优质服务。
• Input guest data into Opera history system.
• 录入客人数据到相关系统。
• Assist to promote Inter-Hotel sales and in-house facilities.
• 协助推广酒店销售和设施。
• Handle guest complaints and refer them as necessary, follows up on corrective action.
• 处理客人的投诉，做出相应的行动。
• Assist in review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests.
• 根据当日预定报表提前检查贵宾的房间分配，欢迎物品和满足特别的要求。
• Services offered for the VIP guests with the aim to maximum guest satisfaction.
• 提供贵宾客人的优质服务以提高满意度。
• Ensure the personnel maintain the appearance, discipline and efficiency of all staff under direct supervision and initiate immediate remedial action if necessary.
• 确保管理员工的行为表现和有效工作,如有必要主动作出相应的行动计划。
• Prepare efficient work schedule for Guest Relations Staff, arranging holidays and vacation, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures.
• 准备员工的有效工作安排计划，合理安排假期，预测未来生意从而作出相应的行动计划，特别是一些大型的团队。
• Conduct department training.
• 举行部门培训。
• Check weekly on report for long staying guests, establish and maintain contact with the guests. Entertain them occasionally.
• 每周检查长住客人的报表,和客人保持紧密联系,适当的时候邀请他们参加各种活动。
• Monitor files on Hotels facilities, airline schedules, transportation schedules / routes and course, map and other relevant tourist information.