Guest Relations Officer 宾客关系主任

Plan and co-ordinate the provision of friendly, efficient services to guests
进行相关计划和协调工作，以确保向客人提供友好和高效的服务
Inspect rooms assigned to VIPs and inform Housekeeping Department of any need for repairs, cleaning etc. Ensure complimentary orders from management are placed as ordered.
检查贵宾预留的房间，发现问题及时通知客人房部进行维修和清洁。确保赠品到位。
Greet VIP guests personally
亲自迎接贵宾
Liaise with other departments and necessary outside contracts to ensure excellent service delivery
与其它部门和必要的外部承包商联系，以确保提供高质量的服务
Oversee maintenance of efficient repeat guest history system
对高效的常客客史档案系统维护实施监管
Promote Inter-Hotel sales and in-house facilities
促进店际销售及完善内部设施
Perform such functions as to include but not be limited to:
行使下列功能，包括但不仅限于：
IHG Rewards Club and regular guest welcome letters
向IHG优悦会会员和常客致欢迎信
Solicitation of IHG Rewards Club applications
发展IHG优悦会会员
Attending to special requests by guests
回应客人提出的特别要求
Schedule activities for guests
安排客人的活动日程
Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests
查阅来客单，检查对客人和贵宾的房间分配情况、各类设施情况以及特别申请
Plan and co-ordinate all promotional activities targeting clients
计划和协调所有针对客户的促销活动
Trace relevant statistics about clientele
对客户的相关统计数字进行跟踪
Co-ordinate and supervise all activities for guests
协调和监督对客人开展的所有活动
Assist with check-ins/check-outs of clients
协助客人办理入住和退房手续
Room Guests
为客人安排客房
Cover guest relations desk
负责客户关系台的工作
Assist all departments in being receptive to the needs of guests
协助所有部门满足客人的各种需求
Assist staff with guest’s language and culture
就客人语言和文化对员工进行辅导
Attend recreation activities when necessary
如有必要，可参加一些相关招待活动
Plan and conduct guest group and function rundown meetings
计划并召开关于团组和活动的总结会
Assist in any other duties when required by the Loyalty Manager
按照忠实客户经理的要求对其它任务进行协助
Provide feedback from Guests to Loyalty Manager for action
将从客人处得到的反馈向忠实客户经理汇报，以期采取相应行动
Maintain a log book to record the daily operational activities and submit the same to the Loyalty Manager.
每日每班次交班记录，并交给忠实客户经理审阅。
Maintain a friendly, neat and professional image to guests
保持友善，整洁和专业的酒店形象
Ensure that guest satisfaction data is analysed and that plans are developed and implemented to achieve established goals.
确保对宾客满意度调查数据加以分析，开发并执行各种计划来达成既定目标。
Communicate to appropriate departments all pertinent information related to the expected arrival and departure of VIP’s and other key guests, or other special guest needs.
同有关部门交流所有相关信息，包括贵宾宾客和重要客户抵达与离店，或者其他宾客的特殊需求等。
Analyse guest insights to identify and meet customer expectations and build on guest loyalty.
站在宾客的角度分析他们的需求，识别并满足宾客的期望，树立宾客忠诚度
Interact with guests to ensure expectations are being met
与宾客联络互动，确保达成宾客的期望。
Establishes and maintains effective employee working relationships
与员工建立并保持良好的工作关系。
Implements the hotel and department regulations, policies and procedures including but not limited to:
实施酒店和部门的规定、政策和工作程序，包括但不限于：
House Rules and Regulation 酒店的规则和规定
Health and Safety 健康和安全
Grooming 仪表仪容
Quality 质量
Hygiene and Cleanliness 卫生和清洁
Perform any other duties as requested by the Loyalty Manager or other Management staff
跟进忠实客户经理或管理层要求的其他工作