Guest Relation Director/Manager 宾客关系总监/经理 - 上海虹桥祥源希尔顿酒店

Completes the VIP registration process by inputting and retrieving
information from a computer system, confirming pertinent information including
number of guests and room rate. Makes appropriate selection of rooms based on
guest needs. Codes electronic keys. Non –verbally confirms the room number and
rate. Promotes and administers Hilton Marketing programs such as Hilton Honors,
for arriving guests. Ensures guests knows location of room , containing room
keys , tokens of our appreciation ,gifts , etc ,to guest .
根据预订优质快速的为VIP客人办理入住手续，确认相关信息，如:房价，人数等，依客人喜好予以排房。向客人介绍酒店各种宣传促销活动及推销希尔顿荣誉客会给非会员，吸引新会员的加入。指引去房间的方向并解释房卡的使用方法，向客人分发礼物等。
Ensures rooms and services are correctly accounted for within guest
statement Properly accounts for service provided by the hotel. Assists guests
with check out payments or charges. Accepts and records vouchers, credit,
traveler’s checks, and other forms of payment, converts foreign currency at
current posted rates. .
确保入住期间的各项需求能有效满足，帮助客人办理外币兑换及结帐手续。接收现金，信用卡，旅行支票，公司或第三方付费等付款方式。
Greets customers immediately with a friendly and sincere welcome. Uses a
positive and clear speaking voice, listens to understands requests, responds
with appropriate action and provide accurate information such on outlet hours,
special VIP programs, events, etc.
热情友好的问候客人，对客人的合理需求予以积极恰当的回应。准确提供各种信息如：酒店营业场所的营业时间及VIP促销计划等。
Receives special requests from guests, and responds appropriately or
forwards requests to appropriate team members for decisions and actions.
对自己权限范围内不能予以解决的问题和需求，及时反馈给相应部门和人员予以解决。
Promptly answers the telephone and email inquiries. Inputs messages into
the computer and advises other team members of special guest needs. Retrieves
messages and communicates the content to the guest. Retrieves mail, packages
and facsimiles or other special items for customers as requested.
礼貌的接听所有来电，及时恰当的应客人要求处理各种邮件、传真及转交物品，
Fields guest complaints, conducting thorough research to develop the
most effective solutions and negotiate results. Listens and extends assistance
in order to resolve problems such as price conflicts, insufficient heating or
air conditioning, etc. Remains calm and alert especially during emergency
situations and heavy hotel activity. Plans and implements detailed steps by
using experienced judgment and discretion.
成着冷静的应对和处理各类客人投诉，如：客人对价格不满，空调或供暖系统的不足等。
Takes an active role in the team by being kind,
cooperative, and helpful and never forgetting the person behind the guest.
积极的工作，友好的为客人提供服务。
Actively takes part in training where and when
required, attending formal training sessions and on the job training to ensure
standards and develop skills and abilities.
积极参加所需的各种培训，提高工作能力。
Contributes to the hotel and team by sharing new ideas
and suggestions for improvements, being innovative and creative to provide
quality service and customer care to team members and guests.
致力于酒店工作，为酒店发展提供创造性的建议，为顾客和整个团队提供高品质服务。
Takes an active role, ensuring effective communication
and working as a team in order to reach goals and targets.
在团队中起到积极作用，有效的沟通，确保达到目标。
Creating a warm and welcoming arrival for guests,
ensuring that they feel expected and immediately “at-home” when they arrive.
为顾客提供热情周到的服务，有宾至如归感。
Checking-in VIP guests in accordance with their
reservation details, ensuring that the registration card is completed,
reservation information confirmed, HHonors and Frequent Flyer Number enquired
about, and method of payment secured.
依照预订为VIP客人办理入住，核对预订信息，希尔顿荣誉客会号及航空公司会员号，确保入住登记表的完整性及付款方式安全有效。
Handles complaints promptly and efficiently, taking
the necessary action, and informing the Duty Manager or Guest Relations Manager
for follow up, where appropriate. Follows up with all guests to ensure
satisfaction with problem resolution.
采取必要行动，及时有效的处理顾客的不满，适当的时候告知值班经理或宾客关系经理。回访客人，确保客人对解决方法满意。
Maintains awareness of guest’s profile and specific preferences,
ensuring that they are acted upon for each reservation.
维护顾客档案和信息，确保预订的有效性和准确性。
Ensures that VIP guests are treated personally and
recognized as an individual.
确保VIP客人个性化服务待遇。
Liaises with Sales, Reservations and the Business
Development team to handle corporate guests.
协销售，预定和业务发展团队为公司客人提供服务。
Promotes HHonors and its associated benefits to guests
who are not already enrolled in the program. Ensures that existing HHonors
members receive personal and professional service that recognizes them as
important guests and that their benefits are received.
引入新的荣誉客会会员，确保会员应得利益，为会员提供优质专业的服务。
Ensures a prompt and efficient departure, by settling
guests’ accounts as per billing and reservation instructions and ensuring that
all guests’ folios are correct.
确保所有帐单消费的精准性，为客人提供高效快捷的结帐服务。
Inputs information in to OnQ regarding guests,
ensuring accuracy and that all details are completed and that the information
can be clearly understood by other team members.
将准确完整的信息录入酒店管理系统，以便大家分享。
Applies Hilton Brand Standards in each and every
action, acting as a role model and example of how the standards should be
carried out in a practical setting.
遵循希尔顿品牌标准。
Has knowledge of the hotels facilities and services as
well as basic knowledge of Hilton International, MEAP & other properties in
China.
掌握希尔顿酒店集团的基本概况。