Guest Relations Supervisor 宾客关系主管

1、 Ensure at all times maximum guest satisfaction through personal recognition to all guests along with A|CLUB members, VIPs, and repeat guests, and prompt cordial attention from arrival through departure
确保最大限度上满足客人的需求，A|CLUB会员及重要贵宾从到达至离开酒店期间，为客人提供个性化服务，使客户满意。
2、Greets all guests at all times in a friendly and helpful manner and attempts to learn and use guest’s name at every opportunity.
随时以友好的态度与客人打招呼，为客人提供帮助，尽量称呼客人的姓名。
3、Meets and escorts arriving VIPs and bids farewell upon their departure.
迎接并陪同抵达的重要客人办理入住，在客人离店时应向客人道别。
4、Provides courteous and efficient service and if possible complies with every guest request.
如果有可能对每位客人提出的每一个要求都要提供礼貌和高效率的服务和帮助。
5、Greets guests in a courteous and friendly manner.
礼貌友好的问候客人。
6、Escorts guests from the main entrance to the reception counter for registration.
从正门陪同客人到前台登记。
7、Shows guests up to their rooms and explain the facilities the hotel provides.
引领客人到房间并向客人介绍酒店的设施。
8、Offer to do their flight reconfirmation, changes or new bookings.
为客人提供机票再确认，更改或预订机票的服务。
9、Promotes the hotel outlets and offers to make reservations for them.
推销酒店的餐厅并为他们提供预订服务。
10、Adheres to policies established by the hotel.
遵守酒店建立的制度。
11、To be thoroughly conversant with the computer system at the Front Office.
精通前厅的电脑系统。
12、Is conversant with all Accor Loyalty Program, Frequent Flyer programs and benefits.
熟悉雅高忠诚计划，和常飞卡计划以及其优惠政策。
13、Provides guest service and comply if possible with every guest’s requests.
如果有可能对每一位客人提出的每一个要求提供服务和帮助。
14、Checks and ensures that all room/suites assigned for VIPs are in order and the respective amenities are placed in the room/suites before the guest arrival.
检查并确保为重要客人所预分的房间已经就绪，所有客房所需相关用具已于客人抵达前布置完毕。
15、Ensures that the lobby and work place is kept clean at all times.
确保大堂和工作区域始终保持整洁。
16、Assist in taking room reservations, if a guest approaches the Front Desk or calls up.
如果客人路过前台或打电话预订房间，要帮助客人。
17、Works closely with the front desk staff to ensure a smooth check in.
同前台员工密切合作以确保客人入住登记办理顺畅。
18、Provides information on the city to the guests.
向客人提供本市的有关资料。
19、Reads and signs the logbook and notice board for the latest news and follow-ups.
阅读工作日志并签字，注意板面上的最新信息并尽快解决落实。
20、Adheres to hotel policies and procedures.
遵守酒店的制度和工作程序。
21、Attends meetings and training programs (if any).
参加会议和培训。
22、Reports immediately any guest complaints to the Duty Manager
及时向值班经理报告客人的投诉。
23、Issues fruits baskets and other amenities
赠送果篮或其它用品。
24、Must be able to provide guests with any information pertaining to functions, tours, ticketing arrangements, general information on flights, bus, ferry and train schedules, special happenings in town and activities of the hotel in particular. Full attention must be given at all times.
必须能够向客人提供酒店各种附属功能，旅游、票务，航班、公交、客船、火车时刻表及概述，所在城市特别事件及酒店组织的特殊活动。必须随时给予客人足够重视。
25、Meets all repeated guests and VIPs upon arrival.
必须迎接抵达的所有常客及重要人物。
26、Checks with the reservation correspondence to make sure that all guest’s requests are granted.
核查预订信息以确保客人所有要求均可满足。
27、Be alert and reports to the Duty Manager if seeing someone suspicious on the floor or around the lobby area.
如果在楼层或大堂区域看到可疑的人要警醒并汇报给当班的值班经理。
28、Assumes other duties as delegated from time to time.
随时承担被委派的其他工作。
29、Ensure all Airport pick-ups are being taken care of.
确保照顾到所有需要接机的客人。
30、Provide services and information to guests that are the most accurate and up to date possible, and delivered to the guest in the most meaningful way.
通过最恰当的途径，尽可能地向客人提供最优质的服务和最新、最准确的信息。
31、Maintains a very good reputation for the Hotel and assists to increase the overall profitability of the Hotel.
为酒店保持良好的声望并帮助酒店增加收入。