Lady in Red (GRO) 红衣女郎（宾客关系主任）

有前台或GRO经验者优先
Following and comply with each task or job assigned by the department superior leader.
服从上级领导安排的工作和任务。
Communication of hotel & company philosophy and internal hotel representation.
酒店和公司企业文化的宣传者和代表者。
Has an in-depth knowledge of the hotel and the geography layout of the city /surroundings.
对于酒店以及周围环境，整个城市有深入的了解与认知。
Knowledgeable about all VIPs in-house, hotel functions and special events.
对于酒店所有重要客户，酒店的功能区域，特别宴会都了如指掌。
Collects as much feedback information on VIPs as possible (on daily basis) by checking e.g. Opera PMS company wide, briefs and distributes this information within the hotel to all relevant departments by e.g. daily guest fact sheets/reports, newsletter, etc. and ensures information is updated in the guest profile.
每天都要查询到店重要客户的信息，可以通过Opera等方式收集客人的信息并把这些信息分享到每个相关的部门。一旦获得新的信息，及时的更新到客人的档案里面。
Welcome, facilitate and bid farewell to as many guests as possible.
尽可能的欢迎客人、帮助客人、欢送客人。
Top VIPs MUST be welcomed upon arrival, escorted to their rooms and bid farewell upon departure.
对于顶级的重要客户，一定要亲自迎接客人，引领客人到客房，客人离店的时候必须亲自欢送。
Ladies with FOM and GM, to prepare tailor made guest itinerary for Top VIP’s when appropriate and coordinate VIP greetings and departures – ahead of time.
根据总经理和前厅部经理的指示，提前为VIP客人制定欢迎接待以及离店的所有流程。
Obtain as much information about a guest’s stay to be entered in the guest history.
尽可能的收集客人入住时的信息到客史里面。
Welcomes visitors to the hotel, assist with general information, internal promotions and directions.
欢迎到酒店来参观的客人，提供酒店的概述以及现在酒店的促销活动。
Handles guest complaints and requests in a polite and efficient manner, gives further instructions to the relevant staff if needed to ensure optimal guest satisfaction.
用专业并且礼貌的方式解决客人的投诉。为了保证客人的满意度，红衣女郎可以给相关员工近一步的指引。
Maintains a record of all complaints and requests, follows up and informs concerned operating departments.
保留每一个客人的投诉以及要求，通知并且跟踪每一个相关的运营部门。
Senior Management on any unusual circumstances that might affect guest service and expectation.
对于任何影响到客人服务以及期待值的情况下，红衣女郎都需要做一个资深的管理者来统筹局面。
Takes decisions on upgrades / comps / rebates etc. as per stipulated hotel policies and procedures.
根据酒店相关规定和程序决定给客人免费升级，提供免费房，以及做出相关的减免。