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 satisfactionrective action
处理客人投诉，如有必要则将其提交给有关部门，并对纠正措施进行跟进
Compile, analyze and control guest relations’ costs
对客户关系部的成本情况进行编写、分析和控制
Schedule and attend regular Priority Club and VIP guest cocktail parties and social engagements in an effort to further improve on service delivery
计划并参加优悦会和贵宾的定期鸡尾酒会和社会活动，以便进一步提高服务质量
Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests
查阅来客单，检查对客人和贵宾的房间分配情况、各类设施情况以及特别申请
Prepare requisitions for amenities on a timely basis
及时准备设备使用申请
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
确保向行政楼层和行政俱乐部提供全方位的服务，最大程度的获得宾客满意度
Appraise appearance, discipline and efficiency of all staff under direct supervision and initiate immediate remedial action if necessary
评估所有员工的外在形象、守纪情况和工作效率并进行直接监管，如有必要，可采取
直接的纠正措施
Organize and conduct regular meeting for all Guest Relation’s staff to facilitate communications and smooth operations
织和召开客户关系部全体人员参加的会议，以加强交流和保证业务的顺利进行
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 l