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job overview職位概述 Under the general direction of the Front Office Manager and within the limits of established InterContinental Hotels Group and local policies and procedures, oversees and directs all aspects of Guest Recognition Program to achieve the highest possible recognition of VIPs and returning guests and maximize the Priority Club Rewards enrolments. Promote the desired work culture around the five core values of Trust, Integrity, Respect, One Team and Service of the InterContinental Hotels Group and the brand ethos.? 按照洲際酒店集團(tuán)標(biāo)準(zhǔn)，在前廳部經(jīng)理領(lǐng)導(dǎo)下，監(jiān)督并引導(dǎo)客服中心員工工作，得到優(yōu)悅行政酒廊成員、重要客人及回頭客的認(rèn)可，竭盡全力讓客人滿意。圍繞致勝之道，增強(qiáng)員工的工作氛圍，發(fā)揚(yáng)洲際團(tuán)隊合作精神。 ? At InterContinental Hotels & Resorts? we want our guests to feel special, cosmopolitan and In the Know which means we need you to: 在洲際酒店及度假村?，我們希望賓客感覺風(fēng)格獨(dú)特、時尚現(xiàn)代和深入洞悉，這意味我們需要你： Be charming by being approachable, having confidence and showing respect.親切、充滿自信、體現(xiàn)尊重來展現(xiàn)富有魅力的你。 Stay in the moment by understanding and anticipating guests’ needs, being attentive and taking ownership of getting things done.理解和預(yù)測賓客的需要、做到細(xì)心周到、具主人翁精神、把事情辦好，保持專注當(dāng)下。 Make it memorable by being knowledgeable, sharing stories and showing your style to create moments that make people feel special 見多識廣、分享閱歷、展現(xiàn)你的風(fēng)格來創(chuàng)造令人感覺特別的時刻，做到令人難忘。 Duties and Responsibilities工作職責(zé) FINAnciaL RETURNS財務(wù)回報 Be familiar with all the special promotions and actively promoted, such as: seasonal package, frequent privilege, and IHG Loyalty programme.熟知所有特別促銷活動并積極推銷，如：季節(jié)性套餐計劃、?？蛢?yōu)惠計劃、各種打包促銷以及洲際酒店集團(tuán)忠實(shí)方案。 Properly operate the equipments& facilities, take good care of property sector.正確操作使用工作中的設(shè)施設(shè)備，愛護(hù)部門財產(chǎn)。 Be familiar with the first aid and fire emergency procedures.熟悉急救以及火災(zāi)和緊急事故步驟，安全理智地操作設(shè)備。 our people 員工團(tuán)隊 Keep good communication with colleagues, other departments and superiors, work better together to offer the memorable stay experience to the guests.和同事之間，部門之間，領(lǐng)導(dǎo)之間，保持溝通，互相信任，合作共贏，給客人提供令人難忘的住宿體驗(yàn)。 Accept colleagues from different countries with different ideas and cooperate effectively.? 接受不同文化、不同理念的國家和同事，并有效合作。 Take an active part in department meeting, training; provide suggestion to enhance guest satisfaction.積極參加部門會議、培訓(xùn)，提出有助于改善及提高客人入住滿意度的建議。 Guest experience賓客體驗(yàn) Greets all guests at all times in a friendly and helpful manner and attempts to learn and use guest’s name at every opportunity.隨時以友好和樂于助人的態(tài)度迎接客人，并盡量了解和稱呼客人的名字，給客人賓至如歸的歸屬感。 Collect guests’ profiles to acknowledge their favour on food, beverage etc.收集客人的資料，盡可能多的掌握客人的信息，了解他們對食物、飲料的喜好；以及他們對房間的特殊要求。 Anticipate guests’ needs and resolve in advance.預(yù)測客人的需求并在其提出之前給予解決。 rESPONSIBLE BUSINESS 企業(yè)責(zé)任 Introduce ?occupational health and hygiene responsibility consciousness of rules and regulations, ensure that all procedures are carried out in accordance with the safety guidelines.引入職業(yè)健康和衛(wèi)生責(zé)任規(guī)章制度意識，確保所有的程序都按照部門指導(dǎo)方針安全執(zhí)行。 Strengthen the sense of responsibility，abide by the professional health and life safety legislation.加強(qiáng)責(zé)任意識，遵守職業(yè)健康和人生安全相關(guān)的立法、規(guī)章制度。 aCCOUNTABILITY 責(zé)任范圍 ?Monitor guest relations’ personnel to ensure maximum guest satisfaction through personal recognition to all VIP’s, returning guests and IRC members and prompt cordial attention from arrival through departure.通過對員工業(yè)績的認(rèn)可，提升員工工作熱情，監(jiān)督賓客服務(wù)中心員工的工作，在重要客人以及回頭客抵店至離開酒店期間，為他們提供個性化服務(wù)，竭盡全力讓所有重要客人滿意。 Ensure all VIP’s, returning guests and IRC members consistently receive all benefits, special ?????recognition and service.監(jiān)督賓客服務(wù)中心員工工作，確保優(yōu)悅行政酒廊成員，回頭客及重要客人能獲得最大利益，并能受到特別的關(guān)注優(yōu)質(zhì)的服務(wù)。 Review all expected arrivals on daily basis, and to pre-select IRC enrolment targets and ensure ???maximum qualified enrolments are achieved.每天查看預(yù)期到達(dá)客人清單，提前選出預(yù)期到達(dá)的優(yōu)悅行政酒廊成員，并最大程度的確保所有預(yù)期。。 ??????Inspects all pre-assigned rooms for VIP’s, returning guests and IRC members prior to arrival.???????????? 在重要貴賓到達(dá)前，提前檢查優(yōu)悅行政酒廊成員及重要客人房間。 ??????Greet all VIP’s, returning guests and IRC members personally.???????????? 單獨(dú)迎接重要客人，優(yōu)悅行政酒廊成員及回頭客。 ??????Liaise with other departments and necessary outside contacts to ensure excellent service delivery.???????????? 與其他部門保持合作，與必要外界部門保持聯(lián)系，確保為客人提供優(yōu)質(zhì)服務(wù)。 ??????Oversee maintenance of all VIP’s, returning guests and IRC members history system.???????????? 維護(hù)回頭客檔案系統(tǒng)。 ??????Promote Inter-Hotel sales and in-house facilities.???????????? 促進(jìn)酒店內(nèi)房間及設(shè)施的銷售。 ?Perform such functions as to include but not be limited to:???????????? 完成下列職責(zé)但不僅僅局限于此： All VIP’s, returning guests and IRC members welcome letter.???????????? 所有重要賓客，回頭客以及優(yōu)悅會成員的歡迎信。 Active solicitation of IRC applications.???????????? 接受優(yōu)悅會成員的申請。 Recognize, attend and follow up to special requests by guests.???????????? 辨別，滿足并跟進(jìn)客人的所有特殊需求。 Develop and implement guest telephone contact systems.發(fā)展和實(shí)施客人聯(lián)系方式。 Handle guest complaints and refer them as necessary, follows up on corrective action.???????????? 處理客人投訴，在必要時為客人提供咨詢，以正確的行動去跟進(jìn)。 Compile, analyze and control guest relations’ costs.???????????? 匯集，分析并控制顧客關(guān)系成本。 Schedule and attend regular VIP’s, returning guests and IRC members’ cocktail parties and social engagements in an effort to further improve on service delivery.???????????? 定期計劃并參加優(yōu)悅行政酒廊及重要客人雞尾酒會和必要社交活動，進(jìn)一步提高服務(wù)。 Review arrival lists for arrivals of all VIP’s, returning guests and IRC members to check room allocations, amenities, and special requests.?? ??????? 查看優(yōu)悅行政酒廊成員及重要客人到達(dá)清單，查看房間分配，房間內(nèi)設(shè)施，及客人特殊要求。 Prepare requisitions for amenities on a timely basis.???????????? 及時在房間里準(zhǔn)備令客人愉悅的物品。 Overall responsible for ensuring and maintaining the entire range of services offered for all VIP’s, returning guests and IRC members with the aim to maximize guest satisfaction.???????????? 全面負(fù)責(zé)對優(yōu)悅行政酒廊成員，重要客人，及回頭客的服務(wù)，盡量讓客人滿意。 Organize and conduct regular meeting related to guest recognition to facilitate communications and smooth operations.???????????? 定期組織有關(guān)優(yōu)悅會政酒廊活動的會議，以便更好的交流，及確保工作正常運(yùn)作。? QUALIFICATIONS AND REQUIREMENTS任職要求 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. 擁有在與他人交往時大多數(shù)時間所使用的溝通技能；完全代表酒店，品牌和公司與顧客，員工和第三方交往的能力。 Able to read and write English.能夠讀寫英語。 Proficient in the use of Microsoft Office and Front Office System.熟練使用微軟辦公軟件和前臺系統(tǒng)。 The statements in this job description are intended to describe the essential nature and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.此職位描述所陳述的只是該項工作的核心內(nèi)容和主要層面，并非所有職責(zé)或資歷要求。