宾客关系主任 Guest Relations Officer

· 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
· 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 service delivery
· 与其它部门和必要的外部承包商联系，以确保提供高质量的服务
· Oversee maintenance of efficient repeat guest history system
· 对高效的常客客史档案系统维护实施监管
· Promote Inter-Hotel sales and in-house facilities
· 促进店际销售及完善内部设施
· Perform such functions as to include but not be limited to:
· 行使下列功能，包括但不仅限于：
o IHG Rewards Club and regular guest welcome letters
o 向优悦会会员和常客致欢迎信
o Solicitation of IHG Rewards Club applications
o 发展优悦会会员
o Attending to special requests by guests
o 回应客人提出的特别要求
· Develop and implement guest telephone contact systems
· 开发和应用客人电话联系系统
· Handle guest complaints and refer them as necessary, follows up on corrective 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
· Schedule and attend regular IHG Rewards 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
· Experience working in Intercontinental Group hotels is preferred
· 具备洲际集团旗下酒店工作经验优先考虑