宾客关系经理

1. Tohave complete knowledge of the operational systems at Front Office.
全面掌握前厅部操作系统专业知识。
2. Tohave complete knowledge of Shangri-La standard operating policies andprocedures.
全面掌握香格里拉标准操作政策和程序方面的知识。
3. Tohave complete knowledge of Shangri-La Program e.g. Golden Circle, FFP, GuestHistory.
全面掌握香格里拉会员活动知识。例如贵宾金环会，飞行里程计划，客史记录。
4. Supervisesthe Guest Relations operation and workflow to maximize guest’s satisfaction.
管理宾客关系部的运作和工作流程，使宾客满意度最大化。
5. Identifiesstaff training requirements and service improvements areas.
识别员工的培训需求和服务中需要提高的区域。
6. Supervisesand guides all staff to ensure that hotel policies and procedures are adheredto.
管理和引导员工并且确保酒店政策和程序的执行。
7. Conductsdaily and monthly meetings to highlight areas of improvement in the serviceaspects and obtain feedback.
获得客人的意见，举行每日和每月会议并指出服务中需要提高的区域。
8. Creates a positive and highly motivatedworking environment that promotes and develops teamwork.
创造积极和谐的工作环境以促进和发展团队精神。
9. Utilizes and develops communication toolsand channels for the dissemination of information and workflow in the section..
利用和发展沟通交流的工具和途径， 为部门进行很好的工作信息和流程的传递。
10. Monitors for the accurate maintenance ofguest history database.
监督客史数据库的维护。
11. Ensuresguest preferences are collected and action upon in order to delight our guests.
确保宾客喜好表的收集和行动实施以便在对客服务中使我们的宾客喜出望外。
12. Drives customer delight and retention bybeing a role model in delighting guest in every single interaction.
推动喜出望外的宾客忠实感必须在每一次的对客服务接触中成为令宾客喜出望外的模范。
13. Actively obtains feedback from guests andinform the relevant departments the actions taken to rectify the feedback andto ensure guests’ satisfaction.
积极地获得客人的反馈意见并且通知相关部门改善客人的反馈意见， 确保客人的满意度。
14. Establishes relationships with guests todelight and gain loyalty.
建立良好的宾客关系赢得客人的忠实感。
15. Ensures guest recognition program aremaintained.
维持感谢回头客人的宾客认知计划。
16. Actively obtains feedback from guests toimprove services and facilities.
积极地赢得客人的反馈意见，提高服务和设施。
17. Enforces all quality standards andprocedures from VIP guests, pre-arrival, to their arrival, during their staytill their departure.
加强质量标准和VIP客人，预先抵达， 抵达，入住至离店的程序。