宾客关系主任
上海瑞金洲际酒店
- 公司规模：150-500人
- 公司性质：国企
- 公司行业：酒店/旅游
职位信息
- 发布日期：2017-03-22
- 工作地点：上海-卢湾区
- 招聘人数：1人
- 职位月薪：3-4.5千/月
- 职位类别：酒店前台
职位描述
职位描述：
？ To maintain a friendly, smiling, neat and pleasant image to all in-house guests.
保持友好、整洁、愉快的形象。
？ To be totally familiar with room type, lay out, amenities, rate structure, outlets (Operating hours, menu, prices) facilities and services offered in the hotel.
应该全面掌握酒店的酒店房型，布置，赠品，价格，餐厅（包括营运时间，菜单，价格）设施和提供的服务。
？ Ensure maximum guest satisfaction through personal recognition to all VIP/Ambassador/PCR members, and repeat guests, and prompt cordial attention from arrival through departure
在重要客人/大使/优悦会客人以及常客到达至离开酒店期间，为客人提供个性化服务，尽力让客人满意。
？ To meet and to welcome guests with particular attention to important guests who need special attention. if necessary, accompany them to their rooms.
热情接待到店的所有客人。协助客人进行登记，并引领至房间。
？ To prepare VIP gift amenities requisition daily as outlined in the arrival list and as per policy for regular guests and anyone else designated by the hotel management.
根据酒店政策，按照预抵客人名单，准备VIP客人的客房赠品。
？ To prepare and to collate reports and statistics as required.
按要求准备、核对报表及统计表。
？ To inspect and co-ordinate all rooms allocated for Arriving VIPs (or any other allocation as directed by the GM/ RM/ FOM or Owner Office) including all suites, to ensure all standards of cleanliness and display of amenities are in order.
为抵店重要客人分配房间（或由GM/RM/FOM/业主直接指定），并检查房间，确保清洁、赠品到位。
？ To prepare and co-ordinate the pre-registration of guests and ensure that the check-in is carried out smoothly and swiftly as per the hotel approved procedure.
预先准备客人的登记资料，确保登记程序快速、准确。
？ To monitor the flow of incoming and departing Ambassador, PCR member, importing and long-staying guests, and advises all those concerned, in relation to welcoming and bidding good-bye.
礼貌迎送抵店、离店的大使会员，优悦会会员，重要客人或长住客。
？ To maintain and collate an accurate guest history program that ensures all valid and pertinent information is on file for future.
整理、维护准确客史资料，确保为将来提供准确的信息。
？ To show rooms for inspection viewing, purpose to potential guests or companies in the absence of the Sales Department staff.
销售代表不在的情况下，带客人参观房间，争取潜在客源。
？ To assist guests to book, confirm or inquire about airline bookings.
帮助客人预定、确认、查询机票。
？ To record all suggestions and comments from guests, including courtesy calls daily.
每天给住客打礼貌电话并记录客人的建议和意见。
？ To deal with guest special needs, to research and resolve guest complaints in a timely and helpful manner to ensure guest satisfaction at all times to maintain the relationship for the long-term benefit between the guest and hotel. To co-ordinate and inform all pertinent departments or Duty Manager accordingly.
及时有效的解决宾客投诉，满足宾客需求，维护宾客与酒店长期的利益关系。如有问题，即使协调相关部门或值班副理。
？ To log all unusual occurrences, complaints and maintenance requests in Guest Relations Officer’s log book. The book is to be presented to Loyalty Programme Manager /or Duty Manager at the end of each shift for the comments and review.
在客户关系主任交班本上记录所发生的不正常的事件，设诉与客人要求。交班本要每班交给忠诚客户关系经理或值班经理检阅。
？ To be fully conversant with all hotel facilities, services opening hours of outlets and concessions and promotions, including Banqueting functions and other events happening in the hotel. To provide the guests with accurate information at all times in the most professional way.
完全熟悉酒店的设备设施，各部门营业时间及促销政策。随时以专业的方式向客人提供准确的信息。
？ To be fully aware of all the IHG (Marketing) Program.
全面关注酒店管理公司的市场促销计划。
？ To be knowledgeable about national and local city points of interest, tourist attractions instructions and establishments of special interest along with special events both business and leisure related.
？ 了解国内及当地旅游景点，掌握相关商务和休闲信息。
？ Perform other duties as maybe assigned by superiors
完成上级布置的其他工作
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？ To maintain a friendly, smiling, neat and pleasant image to all in-house guests.
保持友好、整洁、愉快的形象。
？ To be totally familiar with room type, lay out, amenities, rate structure, outlets (Operating hours, menu, prices) facilities and services offered in the hotel.
应该全面掌握酒店的酒店房型，布置，赠品，价格，餐厅（包括营运时间，菜单，价格）设施和提供的服务。
？ Ensure maximum guest satisfaction through personal recognition to all VIP/Ambassador/PCR members, and repeat guests, and prompt cordial attention from arrival through departure
在重要客人/大使/优悦会客人以及常客到达至离开酒店期间，为客人提供个性化服务，尽力让客人满意。
？ To meet and to welcome guests with particular attention to important guests who need special attention. if necessary, accompany them to their rooms.
热情接待到店的所有客人。协助客人进行登记，并引领至房间。
？ To prepare VIP gift amenities requisition daily as outlined in the arrival list and as per policy for regular guests and anyone else designated by the hotel management.
根据酒店政策，按照预抵客人名单，准备VIP客人的客房赠品。
？ To prepare and to collate reports and statistics as required.
按要求准备、核对报表及统计表。
？ To inspect and co-ordinate all rooms allocated for Arriving VIPs (or any other allocation as directed by the GM/ RM/ FOM or Owner Office) including all suites, to ensure all standards of cleanliness and display of amenities are in order.
为抵店重要客人分配房间（或由GM/RM/FOM/业主直接指定），并检查房间，确保清洁、赠品到位。
？ To prepare and co-ordinate the pre-registration of guests and ensure that the check-in is carried out smoothly and swiftly as per the hotel approved procedure.
预先准备客人的登记资料，确保登记程序快速、准确。
？ To monitor the flow of incoming and departing Ambassador, PCR member, importing and long-staying guests, and advises all those concerned, in relation to welcoming and bidding good-bye.
礼貌迎送抵店、离店的大使会员，优悦会会员，重要客人或长住客。
？ To maintain and collate an accurate guest history program that ensures all valid and pertinent information is on file for future.
整理、维护准确客史资料，确保为将来提供准确的信息。
？ To show rooms for inspection viewing, purpose to potential guests or companies in the absence of the Sales Department staff.
销售代表不在的情况下，带客人参观房间，争取潜在客源。
？ To assist guests to book, confirm or inquire about airline bookings.
帮助客人预定、确认、查询机票。
？ To record all suggestions and comments from guests, including courtesy calls daily.
每天给住客打礼貌电话并记录客人的建议和意见。
？ To deal with guest special needs, to research and resolve guest complaints in a timely and helpful manner to ensure guest satisfaction at all times to maintain the relationship for the long-term benefit between the guest and hotel. To co-ordinate and inform all pertinent departments or Duty Manager accordingly.
及时有效的解决宾客投诉，满足宾客需求，维护宾客与酒店长期的利益关系。如有问题，即使协调相关部门或值班副理。
？ To log all unusual occurrences, complaints and maintenance requests in Guest Relations Officer’s log book. The book is to be presented to Loyalty Programme Manager /or Duty Manager at the end of each shift for the comments and review.
在客户关系主任交班本上记录所发生的不正常的事件，设诉与客人要求。交班本要每班交给忠诚客户关系经理或值班经理检阅。
？ To be fully conversant with all hotel facilities, services opening hours of outlets and concessions and promotions, including Banqueting functions and other events happening in the hotel. To provide the guests with accurate information at all times in the most professional way.
完全熟悉酒店的设备设施，各部门营业时间及促销政策。随时以专业的方式向客人提供准确的信息。
？ To be fully aware of all the IHG (Marketing) Program.
全面关注酒店管理公司的市场促销计划。
？ To be knowledgeable about national and local city points of interest, tourist attractions instructions and establishments of special interest along with special events both business and leisure related.
？ 了解国内及当地旅游景点，掌握相关商务和休闲信息。
？ Perform other duties as maybe assigned by superiors
完成上级布置的其他工作
职能类别： 酒店前台
公司介绍
洲际酒店及度假村的使命是让宾客尊享豪华国际旅行体验。 那正是您发挥作用之处。 当您成为洲际酒店及度假村品牌的一员，您拥有的不仅仅是一个头衔。
如果您与Ben一样热衷潜水，并享受徒步旅行，您身上就具备我们看重的品质——也就是让您与众不同的那些个人天赋、爱好与梦想。洲际酒店及度假村正在寻找Ben这样的人才：富有魅力，睿智自信，有着国际化的眼界和思维方式，知道如何超越客人的期望 。
上海瑞金洲际酒店是上海市东湖（集团）公司旗下，并由洲际酒店集团管理的一家高星级的花园别墅式宾馆，古典而优雅的气息让曾经的辉煌和荣耀在这里凝聚与升华。
我们酒店正在寻找自信负责、形象专业的员工加入我们的团队。
作为回报，我们将为你提供具有市场竞争力的薪酬和福利，遍布全球的集团酒店的员工入住优惠，并为你提供学习新技能和拓展职业生涯的各种机会。你将加入一个杰出的团队，愉快地从事充满乐趣的工作，每天上班时你都会感到精神振奋，充满活力。最重要的是，我们会为您提供“尽炫自我的空间”。
如果这一切听上去正合您意，或者您还想了解更多信息，请访问www.ihg.jobs和我们联系，告诉我们您会如何将个人技能和激情融入到洲际酒店集团的工作中来。
加入我们的团队，做始终充满自信的自己！
联系我们：
电 话：021-64725222*7715
传 真：021-64151115
联 系 人：人力资源部
电子邮箱：hr@intercontishruijin.com
公司主页：http://www.intercontinetal.com
地 址：上海市黄浦区瑞金二路118号
邮 编：200020
如果您与Ben一样热衷潜水，并享受徒步旅行，您身上就具备我们看重的品质——也就是让您与众不同的那些个人天赋、爱好与梦想。洲际酒店及度假村正在寻找Ben这样的人才：富有魅力，睿智自信，有着国际化的眼界和思维方式，知道如何超越客人的期望 。
上海瑞金洲际酒店是上海市东湖（集团）公司旗下，并由洲际酒店集团管理的一家高星级的花园别墅式宾馆，古典而优雅的气息让曾经的辉煌和荣耀在这里凝聚与升华。
我们酒店正在寻找自信负责、形象专业的员工加入我们的团队。
作为回报，我们将为你提供具有市场竞争力的薪酬和福利，遍布全球的集团酒店的员工入住优惠，并为你提供学习新技能和拓展职业生涯的各种机会。你将加入一个杰出的团队，愉快地从事充满乐趣的工作，每天上班时你都会感到精神振奋，充满活力。最重要的是，我们会为您提供“尽炫自我的空间”。
如果这一切听上去正合您意，或者您还想了解更多信息，请访问www.ihg.jobs和我们联系，告诉我们您会如何将个人技能和激情融入到洲际酒店集团的工作中来。
加入我们的团队，做始终充满自信的自己！
联系我们：
电 话：021-64725222*7715
传 真：021-64151115
联 系 人：人力资源部
电子邮箱：hr@intercontishruijin.com
公司主页：http://www.intercontinetal.com
地 址：上海市黄浦区瑞金二路118号
邮 编：200020
联系方式
- Email：hr@intercontishruijin.com