Duties And Responsibilities 工作職責(zé)：
· Monitor guest relations’ personnel to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure
· 監(jiān)督前廳部工作人員，以確保來賓始終得到禮貌接待及充分的注意和重視，由此實(shí)現(xiàn)最大的客人滿意度
· Monitor guest relations personnel to ensure Priority Club members consistently receive all benefits, repeat guests and other VIP’s receive special recognition and service
· 監(jiān)督前廳部人員的工作，以確保優(yōu)悅會(huì)會(huì)員始終得到全部優(yōu)惠，常客和其它貴賓也得到特別關(guān)照
· Inspects all VIP rooms prior to arrival
· 在貴賓到達(dá)前對(duì)貴賓房進(jìn)行檢查
· Greet VIP guests personally
· 親自迎接貴賓
· Liaise with other departments and necessary outside contracts to ensure excellent service delivery
· 與其它部門和必要的外部承包商聯(lián)系，以確保提供高質(zhì)量的服務(wù)
· Oversee maintenance of efficient repeat guest history system
· 對(duì)高效的常客客史檔案系統(tǒng)維護(hù)實(shí)施監(jiān)管
· Promote Inter-Hotel sales and in-house facilities
· 促進(jìn)店際銷售及完善內(nèi)部設(shè)施
· Perform such functions as to include but not be limited to:
· 行使下列功能，包括但不僅限于：
o Priority Club and regular guest welcome letters
o 向優(yōu)悅會(huì)會(huì)員和常客致歡迎信
o Solicitation of Priority Club applications
o 發(fā)展優(yōu)悅會(huì)會(huì)員
o Attending to special requests by guests
o 回應(yīng)客人提出的特別要求
· Develop and implement guest telephone contact systems
· 開發(fā)和應(yīng)用客人電話聯(lián)系系統(tǒng)
· Handle guest complaints and refer them as necessary, follows up on corrective action
· 處理客人投訴，如有必要?jiǎng)t將其提交給有關(guān)部門，并對(duì)糾正措施進(jìn)行跟進(jìn)
· Compile, analyze and control guest relations’ costs
· 對(duì)客戶關(guān)系部的成本情況進(jìn)行編寫、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
· 計(jì)劃并參加優(yōu)悅會(huì)和貴賓的定期雞尾酒會(huì)和社會(huì)活動(dòng)，以便進(jìn)一步提高服務(wù)質(zhì)量
· Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests
· 查閱來客單，檢查對(duì)客人和貴賓的房間分配情況、各類設(shè)施情況以及特別申請(qǐng)
· Prepare requisitions for amenities on a timely basis
· 及時(shí)準(zhǔn)備設(shè)備使用申請(qǐng)
· 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
· 確保向行政樓層和行政俱樂部提供全方位的服務(wù)，最大程度的獲得賓客滿意度
· Appraise appearance, discipline and efficiency of all staff under direct supervision and initiate immediate remedial action if necessary
· 評(píng)估所有員工的外在形象、守紀(jì)情況和工作效率并進(jìn)行直接監(jiān)管，如有必要，可采取
· 直接的糾正措施
· Organize and conduct regular meeting for all Guest Relation’s staff to facilitate communications and smooth operations
· 織和召開客戶關(guān)系部全體人員參加的會(huì)議，以加強(qiáng)交流和保證業(yè)務(wù)的順利進(jìn)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
· 在考慮酒店入住情況和預(yù)測以及大規(guī)模的團(tuán)組活動(dòng)，特別是關(guān)于提前或延遲到達(dá)及離店的情況的前提下，為客戶關(guān)系部員工準(zhǔn)備高效的工作計(jì)劃，安排節(jié)日和假日
· Works with Superior and Human Resources on manpower planning and management needs
· 與上級(jí)領(lǐng)導(dǎo)和人力資源部一起進(jìn)行人力規(guī)劃和管理需求。
· Works with Superior and Director of Finance in the preparation and management of the Department’s budget.
· 與上級(jí)領(lǐng)導(dǎo)和財(cái)務(wù)總監(jiān)一起編制和管理部門預(yù)算。
