GRO 宾客关系主任

【岗位职责】
· Provides courteous and efficient service and if possible to comply with every guest request.
尽量满足客人需求并提供专业优质高效的服务。
· Greet guests in a courteous and friendly manner.
礼貌友好的问候客人。
· Responsible for welcome all guest coming to the hotel and assist them for the arrival procedure for those who have a reservation and assist receptionist to up-sell the hotel for those who don’t have reservation (Walk-in).
负责欢迎到酒店的所有客人，协助他们办理入住程序，有预订的客人协助前台升级销售。
· Escort guest to the room and explain the hotel facilities as per Guest Relation Script standard.
根据宾客关系标准引领客人至其房间并向其介绍酒店设施。
·Promote internal outlet and make reservation if necessary.
增加内部收益必要时可做预订。
· Regulate Front Desk queue line by offering any mean of assistance.
在前台需要帮助时予以帮助。
· Escort guest to the Club Lounge Reception for those who have a reservation.
引领有预定的客人至行政楼层接待台。
· Ensure all Airport pick-ups and drop-offs are being taken care (by welcoming then individually) in order to create an unforgivable experience to the guest.
确保关注所有接送机的客人，从而使客人旅程难忘。
· Assign room preference and Loyalty member’s room following their request or status.
根据客人要求喜好以及是否会员分配房间。
· Update guest profile with all positive and negative comments (from Medallia, guest himself or any Ambassadors) following by an action to be taken to avoid such issue.
更新无论予以好评或批评的客人的客史（根据顾客满意度调查，客人本身，或员工），及时跟进以防止类似事件再次发生。
· Be alert and report to Security if seeing someone suspicious on the floor or around the lobby area.
如在大堂或楼层发现可疑人物保持警惕并及时联系保安部。
· Assist Front Desk or Club Sofitel to deal with guest unsatisfaction in coordination with the Duty Manager. Nobody leave the hotel unsatisfied.
与大堂经理合作协助前台或会所处理客人投诉，确保所有客人满意离开。