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

Checks and controls room reservations, frontoffice systems, supplies inventory, scheduling, forecasting and department budgetto maximize revenue. Compile and prepares financial reports, including: rateand availability calendar.
关注房间预订情况，及时更新系统相关信息，确保利润最大化，准备财务报表 。
Communicates with guests and team membersboth verbally and in writing to answer questions and provide clear direction inadvising and instructing staff in details of work. Organizes, conducts and / orattends meetings to obtain and disseminate pertinent information.
与客人和员工有效的沟通，提供明确指示，主持、参加会议并传达相关信息。
Implements and monitors all corporatemarketing programs to include HHonors, Senior HHonors etc.
监督有效执行公司的忠诚客户计划。
Leads andmotivates team members by leading by example and employing competent andconsistent management practices.
通过训练领导和激发团队员工.
Takes responsibility of the hotel as the DutyManager in the absence of the Director of Operations or General Manager orFront Office Manager.
在营运总监,总经理和前厅部经理不在的情况下作为值班经理对酒店负责。
Identifies needs and training requirements of teammembers. Actively takes part in training the team, facilitating formal trainingsessions and on the job training to ensure that all team members are of thesame standard. Also attends training where and when required
考察团队成员的训练需求。积极地参加职业培训, 让员工保持水平一致。
Acts as a coach and mentor to team members,reinforcing standards and expectations and motivating team members to strivefor established targets.
做队员的导师，提高员工水平，促进他们完成所设立的目标。
Responsible for maintaining and deliveringdiscipline amongst managers and team members, ensuring consistency inaccordance with the team member handbook, UAE Labour Law and HR guidelines.Distributes appropriate discipline when and where required.
确保员工手册，相关劳动法，HR指南的一致性，必要的时候提供培训。
Keeps up to date files on all team members,ensuring that team members’ progress, successes and failures can be tracked andmonitored for praise of correction.
及时更新员工档案，掌握员工进步、成功和失败的状况，鼓励更正。
Responsible for the departments succession planningand development of high potential team members to ensure that all team membersare trained to progress to the next level of their career.
为部门计划和培训高潜能成员，促进他们提高工作水平。
Contributes to the hotel and team by sharing newideas and suggestions for improvements, being innovative and creative toprovide quality service and customer care to team members and guests.
致力于酒店工作，为酒店发展提供建议，有创新精神，为顾客提供品质服务。
Responsible for the smooth induction andfacilitation of training for new team members, ensuring that they are trainedto the minimum level standard and that they can competently complete their joband that they know what is expected of them.
简单易懂的训练新员工，使其尽快达到胜任工作的最低标准，明白公司对他要求是什么。
Communicates results from TMOS, SALT, QA, informingthe team of results, areas of weakness and strength and the following action.
熟悉TMOS，SALT ，QA 报告，告之团队成员所存在的问题，强处和弱处，以及接下来要做的事情。
Creating awarm and welcoming arrival for guests, ensuring that they feel expected andimmediately “at-home” when they arrive.
为顾客提供热情服务，让他们立刻有回家的感觉。
Handles complaints promptly and efficiently, takingthe necessary action, and informing the Guest Relations Manager for follow up,where appropriate. Follows up with all guests to ensure satisfaction withproblem 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 specificpreferences, ensuring that they are acted upon for each reservation.
维护顾客档案和信息，确保有效的预定。
Liaises with Sales, Reservations and the BusinessDevelopment team to handle corporate guests and contracts.
和销售，预定和业务发展团队共同为客人提供服务。
Promotes HHonors and its associated benefits toguests who are not already enrolled in the program. Ensures that existingHHonors members receive personal and professional service that recognizes themas important guests and that their benefits are received.
确保为希尔顿荣誉会员顾客提供优质专业的服务，建议顾客加入会员。
Ensures that guests’ profiles and information isinput in to the Police Report system in a timely and accurate way.
确保宾客档案信息及时录入公安报告系统。
Applies Hilton Brand Standards in each and everyaction, acting as a role model and example of how the standards should becarried out in a practical setting.
遵循希尔顿品牌标准
Has knowledge of the hotels facilities and servicesas well as basic knowledge of Hilton International, MEAP & other propertiesin China.
掌握希尔顿酒店集团的基本概况
Is up to date with information on facilities,attractions, and places of interest, sights and activities in and around Hotel.
了解酒店周边地区的最新信息，名胜，风景地等，为顾客提供方便。
Ensures communication, coordination and cooperationbetween the front desk and other operating departments, specificallyHousekeeping, F&B and Accounts.
确保前厅和其他部门间的沟通交流，特别是客房部，餐饮部等。
Maintains the hotel systems to ensure accuracy ofinformation and data, and that it is easy to use and operated in an organizedand systemized way. Also Ensures that the Front Desk equipment and systems arefunctioning at all times, and that the area is maintained in a clean, tidy andorganized way.
保持酒店数据的准确，便于操作。维持前厅设备的正常运做和工作区域的清洁。
Passes on information effectively, ensuring thatall necessary details are communicated to the intended person and that anypending action is completed and guest satisfaction confirmed. Conducts dailybriefings, shift handovers, attends meetings and effectively communicatesinformation to team members.
确保信息有效的传达到人，及时解决问题让客人满意，参加每日必须的会议等。
Ensures that theFront Desk Manager is kept aware and up to date of operational issues.
确保前台经理知道要完成的任务
Over-supervise and take the Manager role when the Front Desk Manager,GRM, ChiefConcierge, Executive Lounge Manager, Operator Manager is not available, to ensure that the day-to-day functions ofthe relevant departments are completed. Including but not limited to therelevant checklists, trace reports, credit limit checks, online back-up,allocation of rooms, Lost Interface, Pay-Masters, Discount and ratediscrepancies, and registration cards.
当前台经理，宾客关系经理，礼宾司，行政楼层经理，总机经理，等无法行使职能时，主动承担相关部门运营责任。确保完成行政楼层每日的任务，包括核对，房间分配，报告，信用额度核对，网上备份等。包括但不限于相关的清单，跟踪报告，信用额度检查，在线备份，房间分配，丢失物品的交接，财务账单交接，折扣和利率差异，和登记卡。
Completes reports where and when requested,ensuring that they are complete and delivered on time to the respected party,including the month end report.
如有要求，提供完整的报告，并及时送至所需部门。
Ensures that the team member in charge of therequisitions keeps the front desk stocked and maintained with requisitions andthat par levels are maintained and stock tracked.
节约成本，确保存货不浪费。
Keeps up to date and aware of competitor activitiesin order to be proactive and create market advantage.
警惕商业竞争行为，促进积极的市场发展。
Ensure that the department adheres to the hotelselling strategy of Demand Based Pricing and maintains rate integrity byoffering clear, transparent, and value for money rates to guests.
根据价格要求向客人提供相应物有所值的物品。
Monitors hotel benchmarks (TMOS, QA, SALT) evaluateperformance and results, take corrective action and constantly strive forimprovement. Reviews on a continual basis and formulates action plans in orderto drive results.
管理酒店（TMOS，QA, SALT）评估的结果，为要改进做的地方做出行动。
Conducts regular meetings with key departmentalmanagers to review business trends and discuss departmental issues, takingaction where necessary.
与关键部门进行会议，讨论商务趋势及部门别的议题,必要的时候采取行动。
Adheres strictly to standard cash handlingprocedures amongst team members, ensuring that all team members balance theirfloat and drop the required amount.
严格遵守现金收付手续，收取现金，信用卡，转帐，代金券等。
Adheres to the company credit policy at all timeswhen handling cash, credit card transactions, city ledger, providing currencyexchange services, LPO and third party payments for rooms, meetings, F&Band any other charges that may be incurred by guests.
收取现金，信用卡，代金券，公司或第三方付费等服务时要严格遵守酒店规定。
Maintains safety deposit boxes, ensuring thatguests’ valuables are safe and secure at all times.
为客人提供保险箱，保证他们的财物安全。
Follows up on outstanding accounts to ensure noloss of revenue and secures method of payment for upcoming reservations.
确定帐户上没有损失，保证付款安全。
Maintains the efficiency of departure by checkingall guests’ folios to ensure accuracy of charges.
确保所有客人的帐单准确，让客人迅速办理离店手续。
Manages costs effectively by minimizing andcontrolling expenses.
控制花费，节约成本。
Managers and approves rebates, refunds anddiscounts where applicable.
在必要的时候给予折扣等优惠。
Maintains awareness of sales opportunities withinthe hotel, maximizing revenue in an ethical and responsible manner, ensuringthe guests receive value for money and adhering to Hilton Brand Standards.
抓住商机，用合理的方式提高酒店收入，确保客人物有所值。
Activelypromotes up selling and creates opportunities when allocating room inventory andmanaging demand to ensure maximum revenue generation where available. Managesthe department in order to create the maximum opportunity for up selling,tracking the performance and devising strategies.
积极向客人推销从在每个客人身上获取最大利益。为获取最大利益提供策略。
Assimilate into The Hilton Family PRIDE/CAREculture through understanding, supporting and participating in all elements ofPRIDE/CARE. Demonstrate working knowledge of the service standards.
通过学习希尔顿关爱，把希尔顿关爱理念运用到服务中去。