Guest Relationship Officer 客户关系主任

工作职责：
1.以主动帮助的态度， 预见客人要求，处理客人需求。
2.从酒店各个部门尽可能的得到客人反馈，负责客人反馈程序的建立以及达成客人满意度调查的目标设定。
3.以友好礼貌的态度欢迎所有的客人。
4.对客人友好， 富有同情心和礼貌。
5.通过友好有效的服务使客人愉悦并通过个性化高效率的服务赢得回头客。
6.深入了解希尔顿荣誉客会奖励计划。 确保所有的员工都得到相关培训。
7.确保每一位希尔顿荣誉客会的客人在前台入住时被识别，所有的员工得到相关培训。
8.负责将客人的意见集中到对客服务相关部门并及时更新客人历史纪录。
Job Description：
1.Greet all guests in the lobby and lobby lounge, answer their queries, give suggestions, escort them to the Front Desk, food and beverage outlets, and the Club Lounge.
2.Get maximum feedback from guests on all areas of the hotel, maintaining key responsibilities for the Guest Response process set-up in the hotel and in achieving the targets set for the Guest Satisfaction Survey.
3.Welcome all guests in a polite and friendly manner.
4.Be helpful, empathetic and polite to all guests.
5.Delight guests through friendly and proficient service, ensuring repeat business through personalized, efficient service.
6.In-depth understanding of each level of the Hilton Honors reward program, ensuring that all associates are updated regularly on the benefits for each program.
7.Ensure that every guest who is a Hilton Honors member is enrolled in the Hilton Honors reward program when they check-in and that all associates are to be trained on this and practice this meticulously.
8.Ensure that all guest comments are passed on to the centralized guest response area and are updated in all necessary guest history databases.