宾客关系主管 Guest Relation Supervisor

1.Ensure all Standard Operating Procedure and Local Standard
Operating Procedures are adhered to and carried out.
遵照所有的标准营运程序及本地标准程序来执行工作。
2.Meeting and escorting guests to their rooms and
provide in room check service when required.
当有需要时，带领客人进房间提供房内入住登记服务。
3.Knowing all duties and responsibilities of daily
front desk operation; support front desk associate efficiently whenever
required. (Including the Business Centre.)
了解前台每天的营运步骤，无论何时都支持前台有效的完成工作(包括商务中心。)
4.Being professional with daily hotel operation and
offer manning support to other related section or department when required.
了解酒店每天正常的营运步骤，并当有需要时为其他相关部门提供服务支持。
5.Check and ensure that all tasks stated on the GRO’s
daily operations checklists, are completed before the end of each shift.
遵照宾客关系主任每天的工作程序执行工作并按时完成工作。
6.Provide interpreter service upon required
situation. (Escort guest to hospital for doctor service. Escort guest to Police
office when needed. VIP City Tour guide service, etc.)
视实际情况提供恰当的宾客服务(例如，陪同客人去医院看医生；当有需要时陪同客人去警局；为贵宾当向导等等。)
7. Ensure all VIP welcome packets are properly prepared according to the hotel’s standard
and VIP rooms are assigned and checked prior to the VIP’s arrival per personalized
request.
按照酒店的标准为所有的贵宾准备欢迎礼物。安排所有的贵宾入住房间并在入住前按照贵宾的个人要求做好一切安排准备工作。
8.Issue the amenity forms to Room Service and ensure the amenities were delivered to
room together with GM welcome card prior to the VIP’s arrival.
为客人安排入住时房间内的特殊礼品，填写相关申请单并与客房送餐部协调确保所有的礼品及总经理迎宾卡在贵宾到店前于客房内摆设完毕。
9.Ensure all working public areas are cleaned and
tidy at any time. (Includes both lobby level.)
在任何时候都要确保所有的工作公共区域都干净整齐。
10.Ensure hotel’s properties, department’s equipment
are handled with care by all associates and used according to proper procedures
at all times
确保酒店各个部门的员工正确的使用，保管酒店的财物及各部门的工作设备。在任何时间都要按照规定程序来操作。
11. Daily arrival guest Marriott reward memberships pre-check and management.
Maintain and control guest’s profile.
每天提前为即将到店的万豪礼赏会员管理好他们的会籍资料并确保系统内客户资料准确无误。
12. Group airport pick up and coordinate with group organizer, provide on
bus check in service.
团队接机时宾客关系主任就是与整个团队的组织者进行协调并提供在车上登记入住的服务。
13. Daily in house guests’ birthday and other amenities arrangement.
每天为当天过生日的客人表示祝贺及安排礼品。
14. Daily lobby visibility and communicate with guest, collect feedback and
create relationships.
每天大堂的范围内主动与客人沟通，收集反馈意见并创建良好的宾客关系。
15. Maximize MRW program enrolment upon any contact with guest.
争取尽可能多的发展万豪礼赏会员。
16. Coordinate with both internal and external customers. Build relationship
with other departments and improve harmony working atmosphere.
与酒店内部各个部门沟通协调好前厅工作，与外部宾客沟通协调好前厅工作。与酒店内其他部门建立良好的协作关系并创造良好的合作环境。
17. Handle overbooked situations with GRM and offer relocation escorting service.
在满房或预订过度的情况下，协助宾客关系经理完成宾客安置工作。
18. Knowing how to handle emergency procedure.
在紧急情况下知道如何按照准确的程序来处理工作。
19. Cross sell hotel outlets and maximize hotel revenue.
帮助销售酒店各个其他部门并最大化酒店利润。
20. Handling of guests’ request and complains; taking ownership of guests’ feedback. Correspond
with guest and handle the complaint if possible.
帮助解决客人的需求及投诉，收集客人意见反馈并亲自作出回应。在可能的情况下，协调并解决客人的投诉。
21. Any other duties as may be assigned from time to time.
另有其他职责将会视实际情况补述。