1.?Monitor guest relations’ personnel to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure
監(jiān)督客戶關(guān)系部工作人員，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
2. 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)督客戶關(guān)系部人員的工作，以確保優(yōu)悅會會員始終得到全部優(yōu)惠，?？秃推渌F賓也得到特別關(guān)照
3. Inspects all VIP rooms prior to arrival
在貴賓到達(dá)前對貴賓房進(jìn)行檢查
4. Greet VIP guests personally
親自迎接貴賓
5. 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)
6. Oversee maintenance of efficient repeat guest history system
對高效的?？涂褪窓n案系統(tǒng)維護(hù)實(shí)施監(jiān)管
7. Promote Inter-Hotel sales and in-house facilities
促進(jìn)店際銷售及完善內(nèi)部設(shè)施
8. 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??? IHG Rewards Club and regular guest welcome letters
o??? 向IHG優(yōu)悅會會員和常客致歡迎信
o??? Solicitation of IHG Rewards Club applications
o??? 發(fā)展IHG優(yōu)悅會會員
o??? Attending to special requests by guests
o??? 回應(yīng)客人提出的特別要求
9. Develop and implement guest telephone contact systems
開發(fā)和應(yīng)用客人電話聯(lián)系系統(tǒng)
10. Handle guest complaints and refer them as necessary, follows up on corrective action
處理客人投訴，如有必要則將其提交給有關(guān)部門，并對糾正措施進(jìn)行跟進(jìn)
11. Compile, analyze and control guest relations’ costs
對客戶關(guān)系部的成本情況進(jìn)行編寫、分析和控制
12. 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)悅會和貴賓的定期雞尾酒會和社會活動，以便進(jìn)一步提高服務(wù)質(zhì)量
13. Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests
查閱來客單，檢查對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
14. Prepare requisitions for amenities on a timely basis
及時(shí)準(zhǔn)備設(shè)備使用申請
15. 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
16. Appraise appearance, discipline and efficiency of all staff under direct supervision and initiate immediate remedial action if necessary
評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
17. Organize and conduct regular meeting for all Guest Relation’s staff to facilitate communications and smooth operations
組織和召開客戶關(guān)系部全體人員參加的會議，以加強(qiáng)交流和保證業(yè)務(wù)的順利進(jìn)行
18. 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，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
19. Works with Superior and Human Resources on manpower planning and management needs
與上級領(lǐng)導(dǎo)和人力資源部一起進(jìn)行人力規(guī)劃和管理需求。
20. Works with Superior and Director of Finance in the preparation and management of the Department’s budget.
與上級領(lǐng)導(dǎo)和財(cái)務(wù)總監(jiān)一起編制和管理部門預(yù)算。
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Required Skills –
技能要求
1. 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(shí)大多數(shù)時(shí)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。
2. Good writing skills
具有良好寫作技能
3. 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)
4. Problem solving and organizational abilities
具有解決問題和組織能力
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Experience –
經(jīng)驗(yàn)
2 years experience in front office / guest services operations, including supervisory experience at a hotel of similar size and complexity, or an equivalent combination of education and experience.?
擁有2年前廳或賓客服務(wù)工作經(jīng)驗(yàn)，包括在相似規(guī)模和復(fù)雜程度的酒店的管理經(jīng)驗(yàn)，或與此相當(dāng)?shù)慕逃拖嚓P(guān)工作經(jīng)驗(yàn)結(jié)合的背景。
