MAJOR RESPONSIBILIES 責(zé)任概要 :
Majorly focuses in lobby, supports Front Desk, Sheraton Club, Concierge and AYS during daily operation,also assists the management team in the daily managerial tasks for the Front Office, ensuring a seamless experience for the guest in all areas. Recognizes and maintains relationship with guests, also need solve guest complaint or request in a professional way.
賓客關(guān)系經(jīng)理主要專注于大堂，同時為前臺、行政樓層、禮賓部和總機的日常運營提供工作支持，并通過協(xié)助管理層完成部門日常管理工作來確保客人在所有區(qū)域內(nèi)的體驗。同時需要認(rèn)知和維護與客人之間的關(guān)系，并以專業(yè)的方式處理客人的投訴或要求。
SPECIFIC DUTIES 工作任務(wù) :
? Host the briefing every shift to share and emphasize the important matters, such as VIP, group or event, complaints, gv and OTA comments.
每個班次主持交接班會，分享并強調(diào)重要事項，如VIP,團隊或酒店活動，客人投訴，賓客滿意度分?jǐn)?shù)和評論等。
? Set daily goals for upsell and enrolment to push team to complete it.
設(shè)置每天的upsell 和enrolment的指標(biāo)，督促部門每天完成。
? Well know about Brand Standard Audit and make sure that all behaviour of service is based on BSA. 全面了解品牌標(biāo)準(zhǔn)審計，確保所有服務(wù)行為都符合品牌標(biāo)準(zhǔn)。
? Conducts daily walk-through to ensure BSA standards are implemented, spot check and scored Front Office service minimum three times weekly, then submit the report to FOM.
進行每日巡視以確保BSA在對客服務(wù)中被遵守和執(zhí)行，每周至少三次定點抽查并打分，然后提交報表給前廳部經(jīng)理。
? Push team to take every opportunity to do engagement with guest to make guest stay more pleasant.
推動前廳部團隊抓住一切機會去和客人做互動，使入住客人在酒店有一個愉快的時光。
? Attends to referred and handles guest enquiries in a courteous and efficient manner and reports guest complaints or problems to next level supervisor for necessary action and assure follow up with guests.
主動關(guān)注并禮貌高效的處理客人的要求及投訴，需要時要向上一級主管匯報，并且確保及時跟進。
? Ensure VIPs include members and OTAs reception procedures are being met to ensure the benefits in accordance are executed.
確保所有VIP 客人包括會員和OTA 客人的接待流程符合標(biāo)準(zhǔn)，并且所應(yīng)享有的待遇等全部照規(guī)定執(zhí)行。
? Presence in the lobby area all the time, support Front Desk or Concierge operation initiatively, and ensure both colleagues and facilities/equipment are in good condition.
工作期間保持在大堂區(qū)域巡視，主動協(xié)助前臺和禮賓部的日常運營，并確保所有同事和運營設(shè)備的工作狀態(tài)良好。
? Ensure cleanliness, atmosphere and appearance of lobby and related areas.
確保大堂及相關(guān)區(qū)域的清潔、氛圍和外觀符合品牌標(biāo)準(zhǔn)。
? Check reports that rate check, DND, room discrepancy, high balance to avoid any mistake happen and do necessary corrections.
檢查rate check, DND, room discrepancy, high balance 等報表以避免任何錯誤的發(fā)生，之后根據(jù)報表做相應(yīng)的跟進措施。
? Keep close cooperation with AYS to do arrangement for Mobile Service guest and request from GXP.
和為您服務(wù)中心保持緊密聯(lián)系，為mobile service和在GXP 提出要求的客人做好安排。
? Improve the score of Guest Satisfaction Survey, set up a monthly target and achieve it in any way. 提高賓客滿意度調(diào)查分?jǐn)?shù)，設(shè)立每月目標(biāo)，竭盡所能完成。
? Monitor GV score and give replies to guests according to the feedback from guests. Do investigation if receive an alert which caused by guest’s un-satisfaction, then give training and record to team.
監(jiān)督GV 分?jǐn)?shù)并根據(jù)客人的反饋給客人回復(fù). 如收到任何引起客人不滿的警報，需做事件調(diào)查，以此給部門做培訓(xùn)并簽字記錄。
? Conducts audit and controls on a regular basis. Communicates with accounting in case of any irregularities.
經(jīng)常進行部門的審計和控制。與財務(wù)部溝通以防出現(xiàn)任何不正常現(xiàn)象。To take a full and accurate handover from the previous shift ensuring that all necessary follow-up is recorded and auctioned.
與上一個班次進行完整而準(zhǔn)確的交接，以確保所有待跟進事項都被記錄和解決。
? To ensure that an accurate Front Office guest logbook, providing a written log of the day’s guest related issues, is maintained to report to General Manager and Executive Team.
確保前廳部部門日志的準(zhǔn)確性，將當(dāng)日發(fā)生的與客人相關(guān)的事件整理并記錄，并將值班經(jīng)理日志每日發(fā)送給總經(jīng)理和行政團隊。
? Knowledgeable for all safety & emergency procedures, and act as key contact personnel of Emergency Response Team during certain situation.
熟悉掌握安全及緊急程序， 并在危機情況作為危機處置小組的主要聯(lián)絡(luò)人參與危機處理。
? Report any unusual occurrences immediately to the Director of Rooms. 對于任何不尋常的事件要及時報告房務(wù)總監(jiān)。
? Resolves system problems and can operate the system manually. Can lead the ambassador through a down time. 解決系統(tǒng)問題并能夠操作系統(tǒng)。在系統(tǒng)停機期間能夠有效領(lǐng)導(dǎo)大使進行工作。
? Carries out any other reasonable duties and responsibilities as assigned.
完成任何其他合理的職責(zé)和被指派的職責(zé)。
Profile of Competency 工作能力:
?Minimum One (1) year relevant experience in a similar position in a renowned international hotel brand
在知名國際酒店內(nèi)從事至少一年年類似崗位的經(jīng)驗
PMS and Office software knowledge
熟悉并掌握Opera酒店管理系統(tǒng)和各類辦公軟件
