宾客关系员Guest Relation Agent

Duties andResponsibilities责任和义务
· Greets all guests at all times in a friendlyand helpful manner and attempts to learn and use guest’s name at everyopportunity
· 以友好和乐于助人的态度随时欢迎所有客人，并始终保持称呼客人的姓名。
· Takes personal interest and responsibility tomaintain cleanness and tidiness of work environment.
· 时刻保持工作区域的干净整洁。
· Billing and check out will be efficiently andaccurately handled accordingly to standard procedure
· 根据退房标准为客人快速办理退房，保证账单的准确性。
· Ensures all data are entered accurately andcompletely into the hotel systems
· 确认所有录入系统的信息的完整性和准确性。
· Continuouslycommunicate with guest to improve our service.
· 持续与客人保持沟通来提高服务的质量。
· Provide information about hotel features, roomfeatures, as well as services available
· 为客人提供酒店及房间的设施信息和每日酒店内活动安排。
· Sell the hotel andMandarin Oriental products and services using up-selling and suggestive sellingtechniques.
· 有意识地推销酒店产品，合理的向客人推荐更好地房型从而为酒店增加收益。
· Record guest comments and preferences.
· 记录客人的意见建议和喜好。
· Deal with customer complaints or referdissatisfied customers to a manager.
· 协助值班经理处理客人的投诉或不满。
· Encourage to adapt theknowledge of LQE into service offer in any aspect
· 在服务方面全面践行LQE标准。
· Regularly review guest central history toverify the guest preference or habit and act upon appropriately.
· 定期查询客人的客史并实时加以更新。
· Always cooperate with all relevant departmentsto working together on every guest questions or requests.
· 能够与其他部门合作共同解决客人的问题，满足他们的需求。
· Be familiar withMandarin Oriental HotelGroup feature and properties so that guest indicating any next destinationon the registration card can be “sold” an onward booking to another Mandarin Oriental Hotels
· 熟悉酒店集团的各类酒店的特点，以便更好地为客人介绍和推荐。
·Be conscious of health orsafety hazard in work area and improve or report innecessary
·关注工作场所的健康或安全隐患，必要时改进或汇报给相关人员。