招聘宾客关系经理 Guest Relations Manager_温州君廷大酒店管理有限公司招聘信息-最佳东方

JOB SCOPE: 工作范围

· The incumbent in the position is responsible for managing the Guest Relations Section and the Executive Floor section in order to meet the business requirements and guest satisfaction whilst ensuring the highest standards of service in accordance with the operating in accordance with the Barony hotels quality service standards. He/she acts as a representative of the hotel management and handles all guests’ satisfaction. He/she is also responsible for up selling rooms to maximize the room revenues.

负责管理对客关系区域和行政楼层区域，按照君廷酒店及度假村的运作标准满足客人需求和满意度。作为酒店管理层的代表保证宾客满意，同时尽量促销客房以最大限度增加客房收入。

1. ESSENTIAL DUTIES AND RESPONSIBILITIES – (Key Activities of the role)

本职工作﹣(职务的主要工作)

· Supervise the day to day operations of the Executive Floor section to ensure there is an adequate number of an employee on duty, based on the expected occupancy, whilst ensuring compliance with all policies, procedures, standards and aiming at satisfying and exceeding guests’ expectations.

监督行政楼层的日常运作，保证按照住房率上午高低合理安排人员值班，确保政策，程序和标准的完备，满足和超越客人满意度。

· Plans and supervises all activities of the Guest Relations section related to the welcoming of VIP guests such as ordering flowers, sending Birthday Card, writing welcome letter or apologies, etc. …

计划并监督有关对客关系区域的服务，例如：迎接VIP，订花，送生日卡，书写欢迎信或道歉信。

· Coordinates the work of direct subordinates, including training, supervision and performance management in order to ensure guests’ satisfaction and adherence to service standards.

协调直接下属的工作，包括培训，督导及评估，遵循服务标准，以保证客人满意度。

· Verifies all VIP room sand Suites prior to arrival of guests to ensure they are set up according to our standards, i.e. amenities are delivered to the rooms. Flowers have been sent, and upon needs coordinate work to be done with Room Service, Housekeeping and / or Engineering Departments.

在VIP到达前，确定房间已按标准设置完毕。例：礼品已摆放，鲜花已送。针对需求，与送餐服务部，客房部和工程部通力合作。

· Escorts VIP Guests of Level ( ) to their rooms upon arrival, explains the room and hotel facilities and offers them with assistance for the length of their stay. VIP到达时，迎送客人至客房，解释酒店及客房设施，为他们逗留期间提供帮助。

· Handles guest requests and complaints in a polite and efficient manner, gives further instructions to the relevant staff if needed to ensure customer satisfaction and maintains a record of all requests received from all guests. Follows up when necessary.

有礼，有效地处理客人需求和投诉，如果有必要，给相关人员提供指导以保证客人满意。记录下所有客人需求，进行进一步跟踪。

· Farewells VIP guests upon their check out by enquiring about their stay, inventing them over again and if needed helping them with their future reservations.

VIP结帐离店时，进行告别，讯问入住期间情况，邀请他们下次光临。如有必要，帮助他们预定下次房间。

· Collects guest questionnaires to track guest feedback on the service they received during their stay, analyses and summarizes their comments for the hotel management and makes recommendations.

收集宾客意见表，以便掌握他们在店期间所受服务的反馈，分晰归纳他们的意见，提供合理化建议。

· Anticipates and maintains all promotional materials and office supplies and assures their availability. Monitors consumption and prepares requisition on a weekly basis according to needs.

预备并保持所有酒店宣传资料和办公用品的用量，监督使用情况，根据需要定时申领。

· Identifies the training needs, assists in the development of a departmental training plan and the implementation of training activities and follows up. At times, conducts training sessions.

确定培训需求，制定培训计划的发展，跟踪完成培训课程，有时也具体执行培训任务。

· Participated in the selection of all reporting employees, motivates them to being about excellent performance and evaluates their performance once a year. 参与选拔员工，激励他们良好表现，每年对其表现进行评估。

· Maximizes hotel revenue by controlling room inventory of the Executive Floor and by up-selling Sites.

掌握行政楼层房间状况，努力促销套房，以最大限度增加客房收入。

· Coordinates with Front Office Management. Housekeeping and Room Service a;; activities related to the VIPs stay on the Executive Floor such as the rooms and suites inspections, arrival and welcome of the VIPs, check-in, luggage handling and check out to ensure all runs smoothly.

针对入住行政楼层的VIP客人与前厅管理层，客房以及送餐服务部通力协助，进行房间检查，欢迎客人，登记入住，行李安排和结账，确保所有服务顺利进行。

· Keeps updated of all information concerning the hotel products and services as well as on tourist and business traveling information that may be of any interest to our guests and communicates it to all reporting employees so that they are able to answer guest requests and questions.

随时更新客人感兴趣的酒店服务信息和旅游商务信息，及时将其与下属员工沟通，以便他们能够回答客人的问题。

· Keeps abreast of all emergency procedures and briefs all subordinates accordingly so that they are able to deal with emergencies. 掌握所有应急程序，将其传达给下属，以确保他们能应对紧急情况。

· Accomplishes a set if administrative duties such as leading and attending meeting, writing reports and other specific duties related to the job function. 完成一系列行政任务，诸如：主持召开会议，书写报告和其它和本职相关的特殊任务。

温州君廷酒店是由温州侨意房地产有限公司投资的国际品牌五星酒店，英国君廷品牌有着近百年的历史，酒店分布全球，在英国、加拿大、美国、中国共计有104家酒店，君廷一直秉承英伦式的“优雅”、“绅士”、“好客”的服务宗旨。酒店融合中西方建筑文化艺术，追求现代与经典的完美结合，气派、高端、豪华的特征使得君廷被赋予了豪华酒店品牌更具深度的质感。酒店坐落于温州市瓯海区高铁新城，酒店高达160米共有42层，建筑采用新古典主义风格，时尚与现代结合，华贵典雅，是瓯海区地标性酒店。毗邻动车南站，步行3分钟即可到达，周边有大象城、港龙商贸城、站南商厦、浙南物流基地等商业配套，酒店距离银泰城1.5公里，距离瓯海区政府2.5公里，与亚运村仅10分钟车程，距离温丽高速路口8分钟车程，距离s1线站点8分钟，距离机场35分钟车程，约1小时车程就可以到达雁荡山和楠溪江等著名的国家级旅游景点，交通十分便利。君廷品牌秉承全球思维，区域运作的理念，使国际化与本土化完美结合，致力于提供休闲的环境，个性化和适时适度的服务，为商务和休闲旅行者提供真实而舒适的感受。处处彰显平等、快乐、尊荣、自由的核心价值观，践行weareone的管理理念，让每位客人感受到关注，尊重和物有所值。 Wenzhou Grand Barony hotel is an international brand five-star hotel invested by Wenzhou Qiaoyi Real Estate Co. , Ltd. . The British junting brand has a history of nearly 100 years. The hotels are distributed around the world, with a total of 104 hotels in Britain, Canada, the United States and China, royal Court has been adhering to the british-style "elegant" , "Gentleman" , "hospitable" service purposes. The combination of Chinese and Western architectural culture and art, the pursuit of modern and classic perfect combination, style, high-end, luxury characteristics of junting luxury hotel brand has been given a deeper sense of texture. Located in the new Ouhai District high-speed railway city, the hotel is 160 meters high and has 42 floors. The building is designed in the style of neoclassicism, combining fashion and modernity. It is a luxury and elegant hotel and is a landmark in Ouhai district. Adjacent to the South Railway Station, it is only 3 minutes'walk away. It is surrounded by Elephant City, Hong Kong Dragon Trade City, South Railway Station, south Zhejiang logistics base and other commercial facilities. The hotel is 1.5 km from Yintai city and 2.5 km from Ouhai district government, it is only 10 minutes'drive from the Asian Games village, 8 minutes'drive from the Wenli Expressway Junction, 8 minutes'drive from the station on the s 1 line, 35 minutes'drive from the airport, and about an hour's drive to famous national tourist attractions such as Yandangshan Geopark and Nanxi River, the transportation is very convenient. The junting brand adheres to the concept of global thinking and regional operation, making the perfect combination of internationalization and localization, and is committed to providing a leisure environment, personalized and timely and appropriate service, to provide business and leisure travelers with a true and comfortable feeling. Highlight the core values of equality, happiness, honor and freedom, and practice the weareone management philosophy to make every guest feel cared for, respected and value for money.