宾客 关系 主任 Responsable de relaciones con los huéspedes

to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure

确保来宾始终得到礼貌接待及充分的注意和重视，由此实现最大的客人满意度

to ensure Priority Club members consistently receive all benefits, repeat guests and other VIP’s receive special recognition and service

确保优悦会会员始终得到全部优惠，常客和其它贵宾也得到特别关照

Inspects all VIP rooms prior to arrival

在贵宾到达前对贵宾房进行检查

Greet VIP guests personally

亲自迎接贵宾

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

与其它部门和必要的外部承包商联系，以确保提供高质量的服务

Oversee maintenance of efficient repeat guest history system

对高效的常客客史档案系统维护实施监管

Promote Inter-Hotel sales and in-house facilities

促进店际销售及完善内部设施

Perform such functions as to include but not be limited to:

行使下列功能，包括但不仅限于：

IHG Rewards Club and regular guest welcome letters

向IHG优悦会会员和常客致欢迎信

Solicitation of IHG Rewards Club applications

发展IHG优悦会会员

Attending to special requests by guests

回应客人提出的特别要求

Develop and implement guest telephone contact systems

开发和应用客人电话联系系统

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

处理客人投诉，如有必要则将其提交给有关部门，并对纠正措施进行跟进

Compile, analyze and control guest relations’ costs

对客户关系部的成本情况进行编写、分析和控制

Schedule and attend regular Priority Club and VIP guest cocktail parties and social engagements in an effort to further improve on service delivery

计划并参加优悦会和贵宾的定期鸡尾酒会和社会活动，以便进一步提高服务质量

Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests

查阅来客单，检查对客人和贵宾的房间分配情况、各类设施情况以及特别申请

Prepare requisitions for amenities on a timely basis

及时准备设备使用申请

Overall responsible for ensuring and maintaining the entire range of services offered for the Club Floor and Club Lounge with the aim to maximum guest satisfaction

确保向行政楼层和行政俱乐部提供全方位的服务，最大程度的获得宾客满意度

Appraise appearance, discipline and efficiency of all staff under direct supervision and initiate immediate remedial action if necessary

评估所有员工的外在形象、守纪情况和工作效率并进行直接监管，如有必要，可采取

直接的纠正措施

Organize and conduct regular meeting for all Guest Relation’s staff to facilitate communications and smooth operations

织和召开客户关系部全体人员参加的会议，以加强交流和保证业务的顺利进行

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

在考虑酒店入住情况和预测以及大规模的团组活动，特别是关于提前或延迟到达及离店的情况的前提下，为客户关系部员工准备高效的工作计划，安排节日和假日

1.具备2年以上高星级酒店或国际连锁品牌酒店宾客关系、前厅部或客户服务相关岗位工作经验；
2.熟悉酒店运营流程及宾客服务标准，具备较强的跨部门沟通协调能力与突发事件应对能力；
3.普通话标准流利，具备良好的英语听说读写能力，能独立处理英文邮件及日常英文沟通；
4.具备优秀的服务意识、同理心与情绪管理能力，形象气质佳，亲和力强，注重细节与职业素养。