Diretor de Relações com Clientes 宾客 关系 主任

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

确保通过个人迅速,诚恳的服务态度，使客人在入住期间的满意指数提升到最高限度

Ensure Priority Club members (and Intercontinental Ambassador) consistently receive all benefits, repeat guests and other VIP’s receive special recognition and service

确保每一位优悦会俱乐部会员（洲际酒店的大使卡）享有会员应得的优惠政策及酒店安排的特殊客用品，常住客及一些其他的贵宾同时享有特殊应有的重视和宾客服务

Greet VIP guests personally

亲自欢迎到店贵宾

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

与各部门保持良好的工作关系，并为客人提供优质卓越的服务

Maintains of efficient repeat guest history system

完善并更新客史系统

Promote Inter-Hotel sales and in-house facilities

推销酒店的服务，设备及设施

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

执行以下包括的功能但不仅限于这些功能：

VIP guest welcome/welcome back letters

贵宾的欢迎信

Solicitation of Priority Club applications

争取使更多的人加入优悦会俱乐部

Attending to special requests by guests

认真对待客人的特别要求

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

处理客人的投诉并且跟踪，解决客人投诉

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

参加常住客，优悦会俱乐部会员还有贵宾的聚会和社交场合并推动酒店的服务

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

回顾所有到达人名单，包括贵宾的名单，核对房间分配，客用品分配并满足客人的特殊要求

Prepare requisitions for amenities on a timely basis

及时申请并准备客用品

Participates in regular meetings for all Guest Relation’s and Front Office staff to facilitate communications and smooth operations

参与和分享常规的前厅部会议，主动与同事进行交流以便提升日常的操作与运转

Is fully aware of the Credit policy

熟悉信贷政策规定

Has full knowledge of IHC standards, especially the PCR programs

熟悉洲际集团的标准，特别是优悦会计划

Performs related duties and special projects assigned

完成有关的工作和特殊计划或项目的指派

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。

Good writing skills

具有良好写作技能

Proficient in the use of Microsoft Office and Front Office System

熟练使用微软办公软件和前台系统

Problem solving and organizational abilities

具有解决问题和组织能力

Able to work under great physical and mental pressures.

能在强压下胜任工作

Qualifications –

学历

College degree or above

大专及以上学历

Experience –

经验

2 years experience in front office / guest services operations, including supervisory experience at a hotel of similar size and complexity, or an equivalent combination of education and experience. 

拥有2年前厅或宾客服务工作经验，包括在相似规模和复杂程度的酒店的管理经验，或与此相当的教育和相关工作经验结合的背景。