宾客关系主任职责1.doc

宾客关系主任职责:-reporting to the assistant front office manager, the guest relations manager is responsible for ensuring we provide the highest level of guest service for our vip guests.  向前厅副经理汇报工作，宾客关系经理负责确保我们为vip客人提供最高水平的宾客服务。- ensures that all front office standards of service & operational procedures are adhered.b确保遵守所有前厅服务运营程序标准。- ensure fpc/vip procedures are being met or exceeded on a daily basis for all fpc/vip guests.确保遵照对fpc/vi客户的日常服务程序，或超出其服务期望。- coordinate the arrival, stay and departure experience for all fpc/vip guests to ensure a seamless experience协调所有fpc/vip客人的抵达、停留和离开，确保为客人提供完美的体验。- liaise with all key departments to gather the correct information relating to each vip and high profile fpc guests staying at fairmont beijing联系所有的关键部门，收集关于在北京费尔蒙入住的每位vip和高级fpc宾客的准确信息。- communicate relevant information and special requirements to all departments to ensure the expectations of all fpc/vip guests are exceeded传达相关信息和特别要求给所有部门，确保超出所有fpc/vip宾客的期望。- work directly with the front office operation to ensure a seamless experience for fpc/vip guests直接与前厅运营机构一起工作，确保为fpc/vip宾客提供完美的体验。- create daily and weekly reports highlighting the upcoming arrivals and in house vips and high profile fpc guests创建每天和每周的工作报告，重点记录即将到访和已入住酒店的vip客户和高级fpc客户- review all vip and high profile fpc guest arrivals for the next ten days on a daily basis每天审查下个十天内到来的全部vip和高级fpc宾客。- coordinate with the front office and housekeeping to insure vip and fpc preferences are consistently me与前厅人员和客房人员进行协调，以确保满足vip 和fpc的服务需求- assist vip and high profile fpc guests with preparation of activity itineraries and ground transportation when applicable在适当时候帮助vip和高级fpc宾客准备活动日程和地面交通。- ensure front office and accounting colleagues are aware of special billing arrangements确保前厅和会计部员工了解特殊的收费要求。- perform pre-arrival communication to vip and fpc guests when necessary to ensure the correct information is obtained必要时在vip和fpc宾客到来前进行沟通，确保获得正确的信息。- contact with each vip and fpc guest during their stay and assist with any needs that arise在vip和fpc宾客逗留期间进行协调，帮助满足他们的需求。- ensure all fpc/vip folios are correct and delivered the night prior to departure; schedule check out services with guest services team确保所有fpc/vip客单是正确的，在交班时转交给夜班的相关人员；由客户服务小组负责为客户结算。- review all fpc/vip guest incidents and ensure proper follow up is completed with the relevant departments.审查全部fpc/vip宾客事件，确保相关部门完成后续工作。- to provide continuity of management in regards to emergency response and crisis handling ensuring that staff and guests are aware of the situation and appropriate responses  提供应急反应和危机处理时的连续管理，确保员工和宾客了解现状和适当的反应。- assists with the coordination of management of the front desk, guest services, fairmont gold, royal service and business centre departments while on duty to ensure a smooth operation and the highest level of guest satisfaction.帮助协调管理前厅、宾客服务、费尔蒙金尊、皇家服务和商务中心部门，确保经营顺利和最高水准的宾客满意度。- provides guidance and motivation to the front office team. establishes and communicates on a daily basis with the front office team.指导和激励前厅团队，每天与前厅团队进行沟通。- oversees group business, reviewing and ensuring details of conference resumes are met and serve as a liaison with the conference conveners.监督团队业务，审查并确保没有忽略会议的细节部门，并担任会议策划人的联络人。-effectively maximizes inventory levels during high occupancy/sold out nights.当酒店入住率处于高峰状态/或客房售罄时，有效地保持存货的最大化水平- organise staff meetings and conduct colleague performance reviews.组织职员会议和开展职员业绩审查。- ensure all staff is maintaining fairmont beijings standard of personal presentation and hygiene.确保所有职员达到北京费尔蒙酒店的个人仪容和卫生标准。- ensure all shifts are adequately staffed to meet the business demand when doing the staff scheduling.确保在进行职员时间安排时每个班配备了足够的人员，满足业务需求。- liase with the front office training manager in regards to training for the front office staff.就前厅职员培训联络前厅培训经理。- constantly monitor staffs performance and give feedback. 不断地监督职员的业绩并反馈。- do spot checks on the reception and cashiers task to ensure that it is being done up to standards.现场检查接待台和收银台，确保达到标准。- to provide a visual  management presence in the hotel lobby为酒店大厅提供可视化管理服务- to ensure the safe running of the hotel确保酒店安全运营。- ensuring, through floor patrols and room checks, that the hotel is operating to the highest standards. any negatives or errors must be reported to the relevant departments and follow-up actioned.通过楼层巡视和查房，确保酒店运营达到最高水准。任何负面事件或错误必须报告给相关部门，并采取后续措施。- to provide continuity of management in complaint handling, both face to face, via telephone and in writing, depending on the situation and requirement.投诉处理时，根据具体情况和要求，面对面、通过电话和书面，保持管理的连续性。- to be informed and compliant with all forms of hotel systems and technology, opera. micros, internet access, telephones and able to resolve issues应被告知并遵守各种形式的酒店制度和技术，opera、micros、因特网接入、电话，并能解决问题。- to take a full and accurate handover from the previous shift ensuring that all necessary follow-up is recorded and auctioned接班准确、全面，确保记录了所有必需的后续措施并采取了行动。- to ensure that an accurate guest logbook, providing a written log of the days guest related issues, is maintained to report to general manager and executive team确保准确的客人日志簿书面记录了当天客人的问题，保留并报告给总经理和执行团队。 -to be fully conversant with the days events and respond promptly to the service needs of guests完全了解当天的活动，及时对客人的需求做出反应。- to be aware of all disabled guests, ensuring that we provide easy and efficient access to the hotel using equipment designed for this process i.e. stair climbing machine and ramp清楚酒店入住的所有残疾宾客，确保利用特定设备为他们提供便利的服务，例如爬楼梯设备和斜坡助行装置。- as a trained a first aider, be able to assist guests and staff in the case of medical emergency ensuring a quick and knowledgeable response作为训练有素的急救员，在出现医疗紧急情况时能帮助客人和职员，确保采取迅速和正确的反应。- to ensure that any arising staff issues are dealt with effectively. should the staff issue result in gross misconduct, and in the absence of human resources, the assistant manager has the authority to suspend with the completion of the appropriate paperwork. human resources will then follow up确保妥善处理任何有关员工的问题。如果处理不当，且没有人力资源部介入的情况下，经理助理有权搁置其文书工作协助解决该类问题。待人力资源部稍后对此进行调查。- to be informed and trained in the resolution of guest it issues应被告知客人的it问题，并训练有素地解决其问题。- to have an understanding of the front office and accounting procedures in order to deal with financial issues and their resolution ensuring guest satisfaction whilst adhering to set procedures熟悉前厅和会计的工作程序，以便处理财务问题，并提供其解决方案。按照相关流程处理以上问题，并确保客户满意。- must be able to understand the process of achieving the best possible profitability and maximizing of revenue in rooms and food and beverage departments. 必须能掌握实现最大利润和最大化客房和餐饮部收入的流程。- deputize for the assistant front office manager and other front office section heads when required.必要时，代表前厅副经理和其他前厅科室主管开展工作。- conduct show round of the hotel when required.必要时引导参观酒店周围。qualifications:资格-minimum 2 years previous management experience in front office operations至少两年的前厅运营管理经验。-degree or diploma in hospitality management is an asset拥有酒店管理学历或文凭优先-bilingual in mandarin; english懂英语和汉语。-exceptional interpersonal and organizational skills; written and verbal communication skills具有优良的书面和口头沟通、人际关系和领导能力-knowledge of computerized front office systems required with emphasis in micros-fidelio based programs.了解计算机化的前厅系统，重点在基于microsfidelio的程序。-computer proficiency in a windows environment (word, excel, powerpoint)熟练地运用windows环境下的计算机（word、excel、powerpoint）。-enthusiastic team player, with strong self initiative热心、具有团队意识，很强的主动性。-strong guest service orientation and training skills background required.要求具有强有力的宾客服务培训和训练技能。-highly organized, results-oriented with the ability to be flexible and work well under pressure.具有高度的组织性、注重结果，有能力灵活地在压力下工作。-strong guest service orientation and training skills background required.要求有强大的客户服务培训技能背景。-ability to work independently and prioritise responsibilities 能独立工作，责任至上。-experience in hotel loyalty programs, such as fairmonts presidents club具有酒店忠诚度计划的经验，例如费尔蒙酒店的总裁俱乐部以下为赠送的简历模板不需要的下载后可以编辑删除，谢谢！性别：女民族：现居地：广东省出生年份：198*9政治面貌：党员身高：164 cm教育经历2006-092008-07广州医学院所学专业：护理学类获得学历：大专工作/实习经历2008-072009-07广州市第一人民医院单位规模：1000人以上 单位性质：国营 助理护士