Guest Relations Officer 宾客关系主任
Hotel Brand: Crowne Plaza Hotels & Resorts
Location: China, Hainan, Sanya
Hotel: Sanya Yazhou Bay (SYXYA), Yacheng Creative Industry Park
Job number: 130360
- Plan and co-ordinate the provision of friendly, efficient services to guests
进行相关计划和协调工作，以确保向客人提供友好和高效的服务 - Inspect rooms assigned to VIPs and inform Housekeeping Department of any need for repairs, cleaning etc. Ensure complimentary orders from management are placed as ordered.
检查贵宾预留的房间，发现问题及时通知客人房部进行维修和清洁。确保赠品到位。 - Greet VIP guests personally
亲自迎接贵宾 - Liaise with other departments and necessary outside contracts to ensure excellent service delivery
与其它部门和必要的外部承包商联系，以确保提供高质量的服务 - Oversee maintenance of efficient repeat guest history system
对高效的常客客史档案系统维护实施监管 - Promote Inter-Hotel sales and in-house facilities
促进店际销售及完善内部设施- Perform such functions as to include but not be limited to:
行使下列功能，包括但不仅限于： - IHG Rewards Club and regular guest welcome letters
向IHG优悦会会员和常客致欢迎信 - Solicitation of IHG Rewards Club applications
发展IHG优悦会会员 - Attending to special requests by guests
回应客人提出的特别要求
- Perform such functions as to include but not be limited to:
- Schedule activities for guests
安排客人的活动日程 - Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests
查阅来客单，检查对客人和贵宾的房间分配情况、各类设施情况以及特别申请 - Plan and co-ordinate all promotional activities targeting clients
计划和协调所有针对客户的促销活动 - Trace relevant statistics about clientele
对客户的相关统计数字进行跟踪 - Co-ordinate and supervise all activities for guests
协调和监督对客人开展的所有活动 - Assist with check-ins/check-outs of clients
协助客人办理入住和退房手续 - Room Guests
为客人安排客房 - Cover guest relations desk
负责客户关系台的工作 - Assist all departments in being receptive to the needs of guests
协助所有部门满足客人的各种需求 - Assist staff with guest’s language and culture
就客人语言和文化对员工进行辅导 - Attend recreation activities when necessary
如有必要，可参加一些相关招待活动 - Plan and conduct guest group and function rundown meetings
计划并召开关于团组和活动的总结会 - Assist in any other duties when required by the Loyalty Manager
按照忠实客户经理的要求对其它任务进行协助 - Assist with translations (information; guest directory; menus etc) as required
按要求协助翻译（信息、客户名单、菜单等） - Provide feedback from Guests to Loyalty Manager for action
将从客人处得到的反馈向忠实客户经理汇报，以期采取相应行动 - Maintain a log book to record the daily operational activities and submit the same to the Loyalty Manager.
每日每班次交班记录，并交给忠实客户经理审阅。 - Enter only official matters in the log book. Avoid any personal notes
在交班本上记录公事， 避免任何私事 - Prepare reports on accidents to guests to damage to persons and properties within the Executive Club Floors and lounge.
对发生在行政楼层或酒廊的事故要做事故报告。 - Maintain a friendly, neat and professional image to guests
保持友善，整洁和专业的酒店形象 - Ensure that guest satisfaction data is analysed and that plans are developed and implemented to achieve established goals.
确保对宾客满意度调查数据加以分析，开发并执行各种计划来达成既定目标。 - Communicate to appropriate departments all pertinent information related to the expected arrival and departure of VIP’s and other key guests, or other special guest needs.
同有关部门交流所有相关信息，包括贵宾宾客和重要客户抵达与离店，或者其他宾客的特殊需求等。 - Analyse guest insights to identify and meet customer expectations and build on guest loyalty.
站在宾客的角度分析他们的需求，识别并满足宾客的期望，树立宾客忠诚度 - Interact with guests to ensure expectations are being met
与宾客联络互动，确保达成宾客的期望。 - Establishes and maintains effective employee working relationships
与员工建立并保持良好的工作关系。 - Implements the hotel and department regulations, policies and procedures including but not limited to:
实施酒店和部门的规定、政策和工作程序，包括但不限于：- House Rules and Regulation
酒店的规则和规定 - Health and Safety
健康和安全 - Grooming
仪表仪容 - Quality
质量 - Hygiene and Cleanliness
卫生和清洁
- House Rules and Regulation
- Perform any other duties as requested by the Loyalty Manager or other Management staff
跟进忠实客户经理或管理层要求的其他工作
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