招聘Guest Relation Supervisor 宾客关系主管_上海外滩华尔道夫酒店招聘信息-最佳东方

1. Conducts 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.

执行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等等。

2. Verifies all VIP rooms and 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.例如: 礼品已摆放, 鲜花已送.针对需求, 与送餐服务部, 客房部和工程部等部门通力合作。

3. Escorts VIP Guests 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，需迎送客人至客房，介绍酒店及客房设施，为他们逗留期间提供帮助。

4. Maintains high visibility in the lobby and front desk area and provide assistance to our guests in a pro-active way.

经常巡视大堂和前台,主动为客人提供协助。

5. Maintain a friendly and caring relationship with the VIP guests and long-staying guests during their stay by making a courtesy phone call, providing them with information on the hotel services and local sites of interest, handling their requests such as restaurant reservations and transportation, etc..

与VIP客人和长住客人保持良好关系.在他们入住期间,打礼貌电话征询意见, 为他们提供酒店服务信息及当地风景名胜介绍, 处理他们的特殊要求.例如: 餐厅定位和用车需求。

6. 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. To report immediately all guest’s comments and complaints to the Guest Relations Manager.

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和投诉, 以便进一步跟踪。任何关于客人的意见和投诉，需第一时间汇报给宾客关系经理。

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

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

8. Collects guests 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,以便掌握他们在店期间所受服务的反馈,分析归纳他们的意见,提供合理化建议。

9. During peak period, provides help and support to the Front Desk with check-in, check-out and handling guest requests.

高入住率期间,协助前台工作,帮助登记入住,结帐和处理客人特殊要求.

10. Coordinates with Front Office Management, Housekeeping and Room Service all activities, 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.

与前厅部其他管理人员,客房部和送餐服务部紧密合作,确保诸如VIP入住的房间检查,迎送VIP登记入住,结帐和行李运送等服务顺畅。

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

掌握酒店产品知识,当地旅游商务信息,并将其传递给直接下属,以便他们能够回答客人的要求个问题。

12. Pre briefing of the new shift and handover after each shift to be conducted, Daily service value to be discussed and trained.

做好每个班次的交接工作，按时完成班前培训。

13. To follow up the local PSB standard policy & procedure; Ensure all passports and visa are checked and recorded. Upload from scan pen to PSB system in time.

根据公安局的要求，确保正确扫描客人的身份证件，并检查签注。却保第一时间将宾客护照信息上传公安系统。

14. Arrange the duty roster according to the hotel occupancy and special arrangement.

依照客房率及经理的要求，相应的排班。

15. Update HR link and present error report accordingly.

及时更新HRLINK，每月清除考勤异常和更新休假。

16. Help department trainer to figure out the training task each month and check attendance.

协助部门培训员共同制定每月培训计划，检查签到。

17. To do the new team member’s training plan and well arrange the schedule and coach

对于新人制定相应的培训计划，并正确指导。

18. Always supervise the team member follow up the brand standard when they do the service for our clients.

实时督促专属礼宾员根据酒店标准来服务客人。

19. Keep all the equipment in the working area to be in order before starting shifts. Check the Ipad, DVD, page, scan pen , wifi router ensure all are in order daily operation.

保持办公工作设备一切正常。

20. Help to purchase some amenities from the FO clerk, make the form and do the inventory. .

定时检查库存，采购办公用品。

21. To check the grooming and appearance of the team members and correct when necessary.

检查日常上班的仪容仪表，制服及妆容。

22. To supervise the team and coach/train them to achieve the highest quality of knowledge and service.

定时检查专属礼宾员的酒店产品知识信息，从而提供更高质量的服务。

23. Evaluate team member daily performance and ensure all up to standard.

鉴定及肯定各位员工的工作表现。

24． Organize monthly departmental communication meeting, discuss the latest news/updates on goals etc. Review the SALT responses and investigate the reasons.

定时召开月度会议，讨论，更新及调查Salt成绩。

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