工作职责：
• Conducts
all
activities
of
the
Guest
Relations
section
related
to
the welcoming
of VIP guests such as ordering flowers, sending birthday card, writing welcome letter or apologies, etc.
执行有关对客关系区域的服务,例如:迎接VIP,订花,送生日卡,书写欢迎信或道歉信等等
• Verifies
all
VIP
room
and
Suites
prior
to
arrival
of
guests
to
ensure
they
are
set
up
according
to
our
standards,
i.e.
Amenities are delivered to the rooms.
Flowers
have
been
sent,
and
upon
needs
coordinate
work
to
be
done
with
In Room Dining department,
Housekeeping
and/ or
Engineering
Departments.
在VIP到达前,确定房间已按标准设置完毕.例如: 礼品已摆放, 鲜花已送.针对需求, 与送餐服务部, 客房部和工程部等部门通力合作.
• Escorts
VIP
Guests
to
their
rooms
upon
arrival,
explains
the
room
and
hotel
facilities
and
offers
them
with
assistance
for
the
length
of
their
stay.
VIP到达时，需迎送客人至客房，解释酒店及客房设施，为他们逗留期间提供帮助。
• Maintains
high
visibility
in
the
lobby
and
front
desk
area
and
provide
assistance
to
our
guests
in
a
pro－active
way.
经常巡视大堂和前台,主动为客人提供协助
• Maintain
a
friendly
and
caring
relationship
with
the
VIP
guests
and
long－staying
guests
during
their
stay
by
making
a
courtesy
phone
call,
providing
them
with
information
on
the
hotel
services
and
local
sites
of
interest,
handling
their
requests
such
as
restaurant
reservations
and
transportation, etc..
与VIP客人和长住客人保持良好关系.在他们入住期间, 打礼貌电话征询意见, 为他们提供酒店服务信息及当地风景名胜介绍, 处理他们的特殊要求.例如: 餐厅定位和用车需求.
• Handles
guest
requests
and
complaints
in
a
polite
and
efficient
manner,
gives
further
instructions
to
the
relevant
staff
if
needed
to
ensure
customer
satisfaction
and
maintains
a
record
of
all
requests
received
from
all
guests.
To report immediately all guest’s comments and complaints to the Guest Relations Manager & Duty Manager.
有礼,有效地处理客人需求和投诉,如果有必要,给相关人员提供指导以保证客人满意.记录下所有客人需求和投诉, 以便进一步跟踪。任何关于客人的意见和投诉，需第一时间汇报给宾客关系经理和值班经理。
• Farewells
VIP
guests
upon
their
check
out
by
enquiring
about
their
stay,
inventing
them
over
again
and
if
needed
helping
them
with
their
future
reservation.
VIP结帐离店时, 进行告别, 询问入住期间情况, 邀请他们下次光临.如有必要, 帮助他们预订下次房间。
• Collects
guests
questionnaires through Departure Courtesy Call to
track
guest
feedback
on
the
service
they
received
during
their
stay,
analyses
and
summarizes
their
comments
for
the
hotel
management
and
makes
recommendations.
通过与离店宾客进行电话沟通的方式，收集宾客意见,以便掌握他们在店期间所受服务的反馈,分析归纳他们的意见,提供合理化建议。
• During
peak
period,
provides
help
and
support
to
the
Front
Desk
with
check－in,
check－out
and
handling
guest
requests.
高入住率期间,协助前台工作,帮助登记入住,结帐和处理客人特殊要求.
• Coordinates
with
Front
Office
Management,
Housekeeping
and
Room
Service
all
activities, such
as
the
rooms
and
suites
inspections,
arrival
and
welcome
of
the
VIPs,
check－in,
luggage
handling
and
check－out
to
ensure
all
runs
smoothly.
与前厅部其他管理人员,客房部和送餐服务部紧密合作,确保诸如VIP入住的房间检查,迎送VIP登记入住,结帐和行李运送等服务顺畅.
• Keeps
updated
of
all
information
concerning
the
hotel
products
and
service
as
well
as
on
tourist
and
business
traveling
information
that
may
be
of
any
interest
to
our
guests
and
communications
in
to
all
reporting
employees
so
that
they
are
able
to
answer
guest
requests
and
questions.
掌握酒店产品知识,当地旅游商务信息,并将其传递给直接下属,以便他们能够回答客人的要求个问题.
任职资格：
• Conducts
all
activities
of
the
Guest
Relations
section
related
to
the welcoming
of VIP guests such as ordering flowers, sending birthday card, writing welcome letter or apologies, etc.
执行有关对客关系区域的服务,例如:迎接VIP,订花,送生日卡,书写欢迎信或道歉信等等
• Verifies
all
VIP
room
and
Suites
prior
to
arrival
of
guests
to
ensure
they
are
set
up
according
to
our
standards,
i.e.
Amenities are delivered to the rooms.
Flowers
have
been
sent,
and
upon
needs
coordinate
work
to
be
done
with
In Room Dining department,
Housekeeping
and/ or
Engineering
Departments.
在VIP到达前,确定房间已按标准设置完毕.例如: 礼品已摆放, 鲜花已送.针对需求, 与送餐服务部, 客房部和工程部等部门通力合作.
• Escorts
VIP
Guests
to
their
rooms
upon
arrival,
explains
the
room
and
hotel
facilities
and
offers
them
with
assistance
for
the
length
of
their
stay.
VIP到达时，需迎送客人至客房，解释酒店及客房设施，为他们逗留期间提供帮助。
• Maintains
high
visibility
in
the
lobby
and
front
desk
area
and
provide
assistance
to
our
guests
in
a
pro－active
way.
经常巡视大堂和前台,主动为客人提供协助
• Maintain
a
friendly
and
caring
relationship
with
the
VIP
guests
and
long－staying
guests
during
their
stay
by
making
a
courtesy
phone
call,
providing
them
with
information
on
the
hotel
services
and
local
sites
of
interest,
handling
their
requests
such
as
restaurant
reservations
and
transportation, etc..
与VIP客人和长住客人保持良好关系.在他们入住期间, 打礼貌电话征询意见, 为他们提供酒店服务信息及当地风景名胜介绍, 处理他们的特殊要求.例如: 餐厅定位和用车需求.
• Handles
guest
requests
and
complaints
in
a
polite
and
efficient
manner,
gives
further
instructions
to
the
relevant
staff
if
needed
to
ensure
customer
satisfaction
and
maintains
a
record
of
all
requests
received
from
all
guests.
To report immediately all guest’s comments and complaints to the Guest Relations Manager & Duty Manager.
有礼,有效地处理客人需求和投诉,如果有必要,给相关人员提供指导以保证客人满意.记录下所有客人需求和投诉, 以便进一步跟踪。任何关于客人的意见和投诉，需第一时间汇报给宾客关系经理和值班经理。
• Farewells
VIP
guests
upon
their
check
out
by
enquiring
about
their
stay,
inventing
them
over
again
and
if
needed
helping
them
with
their
future
reservation.
VIP结帐离店时, 进行告别, 询问入住期间情况, 邀请他们下次光临.如有必要, 帮助他们预订下次房间。
• Collects
guests
questionnaires through Departure Courtesy Call to
track
guest
feedback
on
the
service
they
received
during
their
stay,
analyses
and
summarizes
their
comments
for
the
hotel
management
and
makes
recommendations.
通过与离店宾客进行电话沟通的方式，收集宾客意见,以便掌握他们在店期间所受服务的反馈,分析归纳他们的意见,提供合理化建议。
• During
peak
period,
provides
help
and
support
to
the
Front
Desk
with
check－in,
check－out
and
handling
guest
requests.
高入住率期间,协助前台工作,帮助登记入住,结帐和处理客人特殊要求.
• Coordinates
with
Front
Office
Management,
Housekeeping
and
Room
Service
all
activities, such
as
the
rooms
and
suites
inspections,
arrival
and
welcome
of
the
VIPs,
check－in,
luggage
handling
and
check－out
to
ensure
all
runs
smoothly.
与前厅部其他管理人员,客房部和送餐服务部紧密合作,确保诸如VIP入住的房间检查,迎送VIP登记入住,结帐和行李运送等服务顺畅.
• Keeps
updated
of
all
information
concerning
the
hotel
products
and
service
as
well
as
on
tourist
and
business
traveling
information
that
may
be
of
any
interest
to
our
guests
and
communications
in
to
all
reporting
employees
so
that
they
are
able
to
answer
guest
requests
and
questions.
掌握酒店产品知识,当地旅游商务信息,并将其传递给直接下属,以便他们能够回答客人的要求个问题.
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