MAJOR RESPONSIBILIES 責任概要 :
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.
賓客關系經理主要專注于大堂，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，并通過協助管理層完成部門日常管理工作來確保客人在所有區域內的體驗。同時需要認知和維護與客人之間的關系，并以專業的方式處理客人的投訴或要求。
SPECIFIC DUTIES 工作任務 :
? 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，分享并強調重要事項，如VIP,團隊或酒店活動，客人投訴，賓客滿意度分數和評論等。
? Set daily goals for upsell and enrolment to push team to complete it.
設置每天的upsell 和enrolment的指標，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. 全面了解品牌標準審計，確保所有服務行為都符合品牌標準。
? 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在對客服務中被遵守和執行，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準，并且所應享有的待遇等全部照規定執行。
? 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域巡視，主動協助前臺和禮賓部的日常運營，并確保所有同事和運營設備的工作狀態良好。
? Ensure cleanliness, atmosphere and appearance of lobby and related areas.
確保大堂及相關區域的清潔、氛圍和外觀符合品牌標準。
? 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生，之后根據報表做相應的跟進措施。
? Keep close cooperation with AYS to do arrangement for Mobile Service guest and request from GXP.
和為您服務中心保持緊密聯系，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. 提高賓客滿意度調查分數，設立每月目標，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.
監督GV 分數并根據客人的反饋給客人回復. 如收到任何引起客人不滿的警報，需做事件調查，以此給部門做培訓并簽字記錄。
? Conducts audit and controls on a regular basis. Communicates with accounting in case of any irregularities.
經常進行部門的審計和控制。與財務部溝通以防出現任何不正常現象。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確性，將當日發生的與客人相關的事件整理并記錄，并將值班經理日志每日發送給總經理和行政團隊。
? 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絡人參與危機處理。
? 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總監。
? Resolves system problems and can operate the system manually. Can lead the ambassador through a down time. 解決系統問題并能夠操作系統。在系統停機期間能夠有效領導大使進行工作。
? Carries out any other reasonable duties and responsibilities as assigned.
完成任何其他合理的職責和被指派的職責。
Profile of Competency 工作能力:
?Minimum One (1) year relevant experience in a similar position in a renowned international hotel brand
在知名國際酒店內從事至少一年年類似崗位的經驗
PMS and Office software knowledge
熟悉并掌握Opera酒店管理系統和各類辦公軟件
