Referent für Gästebetreuung 客务主任

• Directs all aspects of the guest relations function to achieve the highest possible guest satisfaction to current and future VIPs.

• 有计划的协助各分部，尽可能最大化的满足现有及今后贵宾的需求。

 

At HUALUXE®, we want our guests to feel accomplished and respected.  To help them we need you to offer intuitive Chinese hospitality and:

• Show Chinese Etiquette – by greeting our guests by extending the spirit of our signature welcome and indulge them in Chinese hospitality by being humble and discreet in observing Chinese protocol.

• Respect and Recognize – We respect and recognize guests no matter who they are and adapt to guest preferences making them feel a cut above the rest.

• Help Accomplish – by fully understanding our guests’ business and social engagement needs, and take pro-active action to exceed their expectations by efficient and accurate services.

在華邑®酒店，我们让我们的客人感到事业通达，尊重认同。为了达到这个目标，我们需要你提供知礼尊客的中华待客之道，同时还要：

• 尽显中华礼仪 –向客人展示我们标志性的欢迎礼，并用谦恭得体的中华待客之道来款待我们的客人。

• 表达尊重认同 – 我们尊重、认知每一位客人，我们记录客人的偏好，通过个性化的服务客人的尊贵身份。

• 协力成就事业 – 悉心洞察、领会客人商务及社交的不同需求，先行一步，力求以准确高效、超越客人期望的服务，帮助客人达成目标。

• Monitor guest relations’ personnel to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure

• 客人在入住期间，以个人化的重视和温馨的服务来最大化客人的满意度。

• Ensure IHG Rewards Club members consistently receive all benefits, repeat guests and other VIP’s receive special recognition and service

• 督促和保证所有优悦会会员享受相关的福利，回头客和贵宾享受特别的待遇和服务。

• Inspects all VIP rooms prior to arrival

• 检查贵宾的房间。

• Liaise with other departments and necessary outside contracts to ensure excellent service delivery

• 和其它部门紧密配合提供优质服务。

• Input guest data into Opera history system

• 录入客人数据到相关系统。

• Assist to promote Inter-Hotel sales and in-house facilities

• 协助推广酒店销售和设施。

• Handle guest complaints and refer them as necessary, follows up on corrective action

• 处理客人的投诉，做出相应的行动。

• Assist in review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests

• 根据当日预定报表提前检查贵宾的房间分配，欢迎物品和满足特别的要求。

• Services offered for the VIP guests with the aim to maximum guest satisfaction

• 提供贵宾客人的优质服务以提高满意度。

• Ensure the personnel maintain the  appearance, discipline and efficiency of all staff under direct supervision and initiate immediate remedial action if necessary

• 确保管理员工的行为表现和有效工作,如有必要主动作出相应的行动计划。

• Prepare efficient work schedule for Guest Relations Staff, arranging holidays and vacation, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures

 

• 准备员工的有效工作安排计划，合理安排假期，预测未来生意从而作出相应的行动计划，特别是一些大型的团队。

• Conduct department training

• 举行部门培训。

• Check weekly on report for long staying guests, establish and maintain contact with the guests.  Entertain them occasionally.

• 每周检查长住客人的报表,和客人保持紧密联系,适当的时候邀请他们参加各种活动。

• Monitor files on Hotels facilities, airline schedules, transportation schedules / routes and course, map and other relevant tourist information.

• 负责酒店设施，航空信息，交通信息，线路，地图，相关旅游信息的存档。

• Be conversant with all hotels’ activities by reading event order, Public Relation materials and also promotion of competitor advertisement in the media for details on special promotion.

• 熟悉酒店的各种宴会，外界信息同时了解竞争对手的一些宣传和推广。

• Ensure Knowledgeable of all special promotion procedures, for programs such as; Seasonal Packages, Frequent Flyers Programs, and also Intercontinental Hotels Group Loyalty programs.

• 熟悉所有推广的程序，比如，季度推广，航空会员计划，国际酒店集团的忠诚计划。

• Issue the gifts to Children to make sure guests satisfaction.

• 向儿童赠送礼品，并确保客人的满意度。

• Compliance to the IHG standards and policies and ensure delivery by the GRO

• 确保宾客服务遵从酒店的标准和政策。

• Performs other tasks assigned by the manager

• 完成其他分配的工作。

 

Required Skills –

技能要求

• Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.

• 拥有在与他人交往时大多数时间所使用的沟通技能；完全代表酒店，品牌和公司与顾客，员工和第三方交往的能力。

• Able to read and write English

• 能够读写英语

 

Qualifications –

学历

• High School or Vocational Certificate  in Hotel Administration, Hotel Management or equivalent

• 具有高中或酒店行政管理，酒店管理或相关的专业证书。

 

Experience –

经验

• 2 year experience in guest service or customer service, or an equivalent combination of education and experience.  

• 拥有2年宾客服务工作经验，或与此相当的教育和相关工作经验结合的背景。

 

 

The statements in this job description are intended to describe the essential nature and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.

此职位描述所陈述的只是该项工作的核心内容和主要层面，并非所有职责或资历要求。