【岗位职责】
· Monitor guest relations’personnel to ensure maximum guest satisfaction through personal recognition andprompt cordial attention from arrival through departure.
· 在入住期间，监察和督促客户关系，个人化的重视和提供温馨的服务最大化的满足客人。
· Ensure IHG Rewards Club members consistently receive all benefits, repeat guests andother VIP’s receive special recognition and service
· 督促和保证所有优悦会会员能够一贯的享受所有的福利，回头客人和贵宾能够享受特别的待遇和服务。
· Inspects all VIP rooms prior toarrival
· 在贵宾抵达之前检查贵宾客人房间。
· Liaise with other departmentsand necessary outside contracts to ensure excellent service delivery
· 保持和其他部门和外界合作的紧密配合提供优质服务。
· Input guest data into Operahistory system
· 录入客人资料在系统里。
· Assist to promote Inter-Hotelsales and in-house facilities
· 协助推广酒店内部的销售品和房间的设施。
· Handle guest complaints andrefer them as necessary, follows up on corrective action
· 处理客人的投诉，根据他们的要去做出相应的行动。
· Assist in review arrival listsfor all arrivals and VIPs to check room allocations, amenities, and specialrequests
· 根据当日预定报表提前检查贵宾的房间分配，欢迎物品和满足特别的要求。
· Services offered for the ClubFloor and Club Lounge with the aim to maximum guest satisfaction
· 提供行政楼层客人的优质服务，从而最大化提高客人满意度。
· Co-ordinate closely with theF&B department in regards of the menus for breakfast, afternoon tea andcocktails.
· 积极和餐饮部门协调早餐，下午茶，鸡尾酒会的菜品。
· Ensure the breakfast, afternoontea and evening cocktails are checked before guest arrival.
· 确保在客人光临之前检查所有的早餐，下午茶，鸡尾酒会。
· Check the cleanliness of theClub Floor and Lounge
· 检查行政楼和行政楼酒廊，时刻保持清洁。
· Ensure the Club attendants areknowledgeable in the F&B menu, cocktails and room facilities
· 确保所有酒廊员工熟悉餐饮的菜牌，鸡尾酒会和房间设施。
· Ensure the personnel maintainthe appearance, discipline and efficiency of all staff under direct supervisionand initiate immediate remedial action if necessary
· 评估下属的表现行为和执行情况，如有必要主动采取一些行动。
· Prepare efficient work schedulefor Guest Relations Staff, arranging holidays and vacation, taking intoconsideration project occupancy and forecasts and any large group movements,especially those with early or late arrivals or departures
· 准备员工的有效工作安排计划，合理安排假期，预测未来经营效益从而作出相应的行动计划，特别是一些大型的团队的抵达或迟达和离店安排。
· Check weekly on report for longstaying guests, establish and maintain contact with the guests. Entertain them occasionally.
· 每周检查长住客人的报表，和客人保持联系，适当的时候可以邀请款待他们。
· Checks long staying guest listfor sending weekly fruits and flowers
· 检查所有长住客人的名单负责分发水果和鲜花。
· Monitor files on Hotelsfacilities, airline schedules, transportation schedules / routes and course,map and other relevant tourist information.
· 负责酒店设施，航空信息，交通信息，线路，地图，相关旅游信息的存档。
· Assist the Executive ClubManager in preparation of IHG Rewards club andVIP arrivals, when necessary.
· 有必要的时候协助行政酒廊经理对一些酒店优悦会会员和重要客人的光临作准备。
· Be sensitive to know theguests‘birthday, anniversary, honey-monger, and etc.
· 及时的获得相关信息，客人的生日，周年纪念日，蜜月旅行等。
· Make courtesy calls to gueststo gather feedback
· 打电话问候客人收集反馈意见。
· Be conversant with all hotels’activities by reading event order, Public Relations materials and also promotionof competitor advertisement in the media for details on special promotion.
· 通过阅读宴会订单，公关部的相关材料，熟悉所有酒店的活动安排，同时了解竞争对手通过各种媒介进行的广告宣传和推广。
· Ensure Knowledgeable of allspecial promotion procedures, for programs such as; Seasonal Packages, FrequentFlyers Programs, and also Intercontinental Hotels Group Loyalty programs.
· 熟悉所有推广的程序，比如，季度推广，航空会员计划，国际洲际酒店集团的忠诚计划。
· Compliance to the HUALUXE standards and policies and ensure delivery by the Executive ClubManager
· 确保在行政楼经理的指导下，遵循酒店集团的标准和政策。
· Co-ordinate with the FinanceDepartment to conduct monthly inventory
· 和财务部门协调完成月度盘点。
· Oversee the operation in theabsence of the manager.
· 在经理不在的情况下，全面管理整个运作。
· Performs other tasks assignedby the manager
· 完成其他的分配工作。
