宾客关系主任工作职责.doc

Title:岗位：Guest Relation Supervisor宾客关系主任Job Code:岗位代码：RM-FO-002Reports to: 直接上级：Front Office Manager前厅经理Direct Responsible for:直接下属：GRO/Captain 宾客关系员/领班Job Summary:岗位概要：To supervise the Front Office all units activities during the shift and handle guest relations and requests. Act as Duty Manager in the absence of senior management and department heads.当班时管理前厅部各岗工作，并处理宾客关系和要求；当饭店高级管理人员和部门经理不当班时承担值班经理角色Duties & Responsibilities:任务和职责：Familiar with Front Office Standards and Procedures.熟悉前厅部工作服务标准及操作程序Maintain good knowledge good knowledge of all corporate programs.熟悉饭店相关的公司計划Maintain a thorough knowledge of the room rates, discounts, packages, hotel facilities, special events, etc.全面了解掌握酒店房价、折扣、包价、饭店设施及特别事件Abide by the Hotels Policies and Procedures, Business Conduct and the hotels Associate Handbook.遵守饭店政策和程序，遵守商业行为规范以及员工手册中的条款Maintain good working relations with all departments.与所有部门保持良好的工作关系Work close with reception captin.与前台领班保持密切合作Review arrival information on a daily basis; VIP, Regular guests, Groups, special requests etc. 检查当日抵店客人信息，包括VIP贵宾、常住客、团队客人以及其他特别要求Conduct VIP room inspections with particular emphasis on cleanliness and standard set up. Make sure the amenity was property set up. 负责检查贵宾房间，确保房间清洁并按照标准布置房间，确保欢迎备品送至房间Meet VIPs, Regular guests and long staying guests upon arrival and ensures their allocated accommodation is satisfactory.接待VIP贵宾、常住客和长住客，并确保他们满意入住Carry out inspection of other hotel areas regularly, including lobby cleanness, lighting, background music and main entrance traffic. 负责检查酒店区域，包括大堂清洁，灯光，音乐以及正门车辆疏导Ensure that all associates comply with the grooming and uniform standards.确保员工仪容仪表符合酒店标准Checks discrepancies and out-of-order rooms, to ensure correct room status at all times.检查房态差异报告以及维修房状态，确保任何时间房态的准确性Handling due out room.处理预离房间Conduct department briefing. 组织部门交班会Assist in resolving accounting matters, disputes, missing back-ups etc协助解决账目问題、争议、丢失的备份等Represent Management in all guest related issues in the best possible way.以最好的方式代表饭店管理层处理与客人相关的一切事宜Handle guest requests and takes personal responsibility to ensure request is met by following up with relevant departments.处理客人要求并亲自协调相关部门，保证满足客人的合理要求Ensure that guest complaints are properly logged and acted upon by trying to avoid any guest leaving the hotel dissatisfied. Solicits assistance from Management if needed.做好宾客投诉记录并采取措施避免宾客带着不满的情绪离开酒店，必要时从上级管理者寻求帮助Log all incidents of importance and guest comments in shift logbook for Management.在值班记录簿上记录所有重要事件和客人评论并上报上级管理者Log security incidents and accidents in accordance with hotel requirements.依照饭店要求记录安全日志和事故记录Assist in investigating and resolving written guest complaints.协助调查和解决客人的书面投拆Maintain effective guest relations, builds rapport and offer personalized service and assistance.维持有效的对客关系，建立和谐关系并提供个性化服务和帮助Deliver high quality service to guests.向客人提供优质服务Ensure guest needs and reasonable requests are met.确保满足客人需求和合理要求Assist Reception when required, help guest check in, check out, etc.必要时协助前台接待工作，帮助客人登记入住，结账离店等Report to management on deficiencies and irregularities noted in the operation.向管理层汇报饭店管理运行过程中的不足和不合理之处Be alive to new ideas and system which could benefit the department and hotel.积极思考，善于创新，提供有益部门和饭店发展的建议和系统Sell the hotel products and services using up-selling and suggestive selling techniques.使用增銷和启发性的销售技巧，销售饭店的产品与服务Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests.熟悉产品和服务知识以便向客人介绍并销售服务和设施Be familiar with property safety, current first aid and fire emergency procedures.熟悉坚持饭店安全紧急制度和处理程序Adhere to the hotels and emergency policies and procedures.熟悉对财产安全、紧急救护和火警等处理程序Be knowledgeable of the hotels emergency procedures in regard to fire, bomb threat, evacuation, etc. as part of the Emergency Response Team.作为饭店紧急行动队的一员，了解饭店关于火灾、空袭、恐吓、撤退等的紧急事件处理Assist other departments in resolving problems when Department head concerned is not available.当部门相关领导没空时协助其它部门解决问题Supervise work operations of the department.管理协调部门各岗位工作Discipline staff when necessary.约束员工遵守纪律Provide ongoing advice and support to staff under your supervision.给予所辖员工不断的建议和支持Assist in departmental training and assessments.协助部门培训和评估Assist with the preparation of staff rosters.协助制定员工排班表Ensure a high lever of cleaning is maintained in work area.保持维护所在工作区域的高度整洁Ensure all reporting and servicing deadlines are met on a timely basis.确保所有报告和服务都按时完成Attend the training and meeting as required.按要求参加必要的培训及会议Carry out other tasks as directed by your Manager.完成你上级交待的其它任务Skills & Specifications:技能和规定：Good knowledge and very familiar with all front office area operation 掌握前厅部工作知识并且熟悉前厅各岗工作Good English language skill良好的英语能力Good management skill良好的管理技能Good communication skill良好的沟通技巧Be good at organize and problem solving良好的组织以及解决问题的能力Good financial knowledge良好的财务知识Education & Qualifications:教育背景和学历University degree in hospitality or related subjects preferred具有饭店专业或相关专业本科学历者优先考虑Min. 3 years front office working experience required in supervisory position至少三年以上前厅部主管工作经验Positive attitude under pressure良好的心理承受能力，积极的工作态度Training & presentation skill良好的培训以及表达能力Title:岗位：Guest Relation Office 宾客关系员Job Code:岗位代码：RM-FO-003Reports to: 直接上级： GRS宾客关系主任Direct Responsible for:直接下属：Office Clerk前厅文员Job Summary:岗位概要：Responsible for meeting and greeting guest, collecting feedback from guest and handling the guest complaint and request. Handle VIP guest reception and follow up service during their stay, ensuring maximum guest satisfaction and recognition to ensure return business for hotel according to the Hotel Standard operation procedure.负责与客人沟通交流，收集客人反馈，处理客人投诉与需求。负责VIP等重要接待，提前跟进入住前的准备工作和后续跟进工作，并按照酒店标准运作程序确保客人入住期间的需求得到最大满足，赢得回头客Duties & Responsibilities:任务和职责：l Be responsible for the guest relation in the department and advises the FOM.l 负责与客人和部门保持良好沟通并且及时告知前厅部经理l Review arrival information on a daily basis; VIP, PG, Regular guest, Groups, special requests. Follow up with Housekeeping and In Room Dining for VIP amenity set-up.l 每天做好预抵客人准备工作，如VIP、优先顾客、长住客、团队，接机客人，与管家部协助做好房间欢迎品的准备l Maintain good working relations with all departments.l 与所有部门保持良好的工作关系l Familiar with Front Office Standards and Procedures.l 熟悉前厅部工作标准及程序l Escort guest to designated area l 指引客人l Report to management on deficiencies and irregularities noted in the operation.l 向管理层汇报酒店运行过程中的不足和不合理行为l Maintain a thorough knowledge of the room rates, discounts, packages, hotel facilities, special events, etc.l 维持对酒店房价、折扣、包价、酒店设施、特别事件的全面了解l Ensure that guest complaints are properly logged and acted upon by trying to avoid any guest leaving the hotel dissatisfied. Solicits assistance from Management if needed.l 确保客人的抱怨被合适的记录并采取行动避免客人不满意的离开酒店。必要时从管理人员处获得帮助l Responsible for correct selling status in the reception at all times.l 在工作期间全力支持饭店运营及销售l Responsible for all guest preferences collected during the stay.l 有责任收集客人的喜好l Identify VIP, regular and long staying guest, develop rapport to offer personalized service and assistancel 识别VIP客人、长住客，与客人保持良好的合作关系并提供良好的个性化服务l Promote the hotel product and service knowledge in order to explain services and facilities to guests, using guest namel 使用客人的名字并给客人介绍饭店的产品知识、酒店产品、服务设施l Be familiar with hotel standards and is guided in daily work by these. Monitors staff performance continuously in this respect.l 熟悉酒店顾客满意标准并以此作为每日工作的指导。l Be alive to new ideas and system which could benefit the department and hotel.l 积极思考对部门和酒店有利的建议和系统l Handle guest requests and takes personal responsibility to ensure request is met by following up with relevant departments. l 处理客人要求并通过亲自追踪相关部门负责确保客人的要求被满足l Responds immediately on medical requests and emergencies.l 对医疗要求和紧急事件做出快速反应l Take appropriate action to resolve guest complaints and disputes. Solicits assistance from GRO if needed.l 采取合适的行动解决客人投拆和争端，如遇解决不了的问题，要及时报告给宾客关系主任l Deliver high quality service to guests.l 向客人提供优质服务l Ensure guest needs and reasonable requests are met.l 确保客人需求和合理要求被