宾客关系主任

一、岗位职责 Job Responsibilities：
1、掌握当日客情及餐饮活动；
Grasp the customer situation and catering activities of the day；
2、解决酒店宾客投诉，维护客人情绪，保障酒店利益；
Solve the complaints of hotel guests, maintain the emotions of guests, and protect the interests of the hotel；
3、解答客人咨询的有关酒店的问题或者协助解决客人住店过程中的遇到的困难；
Answer the questions about the hotel or assist in solving the difficulties encountered by the guests in the process of staying in the hotel；
4、掌握当天到店及离店的重要宾客，回头宾客；
Master the important guests who arrive and leave the store on the same day, and the returning guests;
5、在宾客到店之前准备好登记表、钥匙卡等以确保入住手续方便、快捷；
Prepare the registration form, key card, etc. before the guests arrive at the hotel to ensure that the check-in procedure is convenient and fast;
6、与住店宾客保持良好沟通以了解宾客之喜恶（喜好），协助宾客解决疑难事宜；
Maintain good communication with guests to understand their likes and dislikes (preferences) and assist guests to solve difficult problems;
7、做好每日对住店宾客的电话拜访工作，搜集宾客意见并及时采取跟进措施与向上级反映；
Do a good job of daily telephone visits to guests, collect guests' opinions and take follow-up measures in a timely manner and report to superiors;
8、在前台及大堂与商务楼层接待及迎送住离店的宾客；
Receive and greet guests at the front desk, lobby and business floor;
9、协助入住宾客办理登记入住及离店手续。
Assist guests in check-in and check-out procedures.
二、岗位要求 Job requirements：
1、大专及以上学历，2年以上GRO岗位经验者和酒店前厅工作经验者优先；
College degree or above, more than 2 years of GRO post experience and hotel front office work experience is preferred;
2、形象气质佳， 五官端正，女生身高165cm及以上， 男性身高175cm及以上；
Good image and temperament, good facial features, female height 165cm and above, male height 175cm and above;
3、有良好英文沟通能力优先；
Good English communication skills are preferred;
4、具有良好的服务意识，团队协作精神以及良好的沟通协调能力、应变能力和抗压能力。
Have a good sense of service, teamwork spirit, good communication and coordination skills, adaptability and ability to work under pressure。