假日酒店前台宾客关系经理岗位职责.doc

JOB OVERVIEW职位概述
Directs all aspects of the guest relations function to achieve the highest possible guest satisfaction to current and future VIPs.
指导客户关系工作的各个方面,从而最大程度获得当前和未来贵宾宾客满意度。
At Holiday Inn we want our guests to relax and be themselves which means we need you to:
Be you by being natural, professional and personable in the way you are with people
Get ready by taking notice and using your knowledge so that you are prepared for anything
Show you care by being thoughtful in the way you e and connect with guests
Take action by showing initiative, taking ownership and going the extra mile
在假日酒店®,我们希望宾客能尽情放松、做回自己,这意味着我们的团队成员要做到:
展现真我:在与他人接触时真实自然、形象专业、积极乐观
时刻准备:注意观察周围的事物,运用自己的知识,做好应对任何事情的准备
体现关爱:对宾客关切周到、热诚欢迎并与他们心意相通
积极行动:积极主动、尽职尽责并且要多做一步
DUTIES AND RESPONSIBILITIES工作职责
Monitor guest relations’ personnel to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure
监督客户关系部工作人员,以确保来宾始终得到礼貌接待及充分的注意和重视,由此实现最大的客人满意度
Monitor guest relations personnel to ensure Priority Club members consistently receive all benefits, repeat guests and other VIP’s receive special recognition and service
监督客户关系部人员的工作,以确保优悦会会员始终得到全部优惠,常客和其它贵宾也得到特别关照
Inspects all VIP rooms prior to arrival
在贵宾到达前对贵宾房进行检查
Greet VIP guests personally
亲自迎接贵宾
Liaise with other departments and necessary outside contracts to ensure excellent