宾客关系主任 Guest Relation Officer

成为酒店的品牌大使， 当客人走进酒店时给他们留下良好的第一印象。在酒店的大堂里协助客人，迎接客人，解决他们的要求，提供建议，带领他们到前台，餐厅和行政酒廊。
以主动帮助的态度， 预见客人要求，处理客人需求。
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以友好礼貌的态度欢迎所有的客人。
对客人友好， 富有同情心和礼貌。
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。
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。
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。
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。
对酒店了解，包括房型，房价，相关特征和设施，餐饮部门和行政酒廊。
和酒店的其他部门保持紧密和谐的工作关系。
对希尔顿酒店的操作标准和本地政策完整地了解。
准时上班，着制服，佩戴名牌。
个人仪表符合酒店要求。以身作则。
对酒店的常客了解，知道他们的特别要求和需要。
熟悉文化差异以便满足不同客人的需求。
在结束班次之前填写所有的当值表。
Be the Brand ambassador of the hotel, providing a
positive “first impression” while guests walk-in to the hotel.
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.
Anticipate guest needs and handle guest inquiries
in a helpful and attentive manner.
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.
Welcome all guests in a polite and friendly manner.
Be helpful, empathetic and polite to all guests.
Delight guests through friendly and proficient
service, ensuring repeat business through personalized, efficient service.
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.
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.
Ensure that all guest comments are passed on to the
centralized guest response area and are updated in all necessary guest history
databases.