假日酒店前台宾客关系经理岗位职责.doc

Room to have a great start 成功的开始 Guest Relations Manager 客户关系部经理 Hotel Level 酒店等级 I V V 四四 五五 Department 部门 Rooms Division 房务部房务部 Job Band 职位等级 6 6 6 Reports To 直属上级 Front Office Manager 前厅部经理前厅部经理 2010 InterContinental Hotels Group All rights reserved Proprietary and Confidential Use of this Job Description Template or any part thereof is not required by any license agreement brand standards or otherwise This Job Description Template is provided solely as an optional tool that owners and managers of franchised hotels may use at their sole discretion with the expectation that owners and managers may use and adapt only those elements if any that they believe are appropriate for their particular IHG branded hotel and the business circumstances within their particular markets No company in IHG or any employee or agent thereof seeks requires or has any control or direction of any hiring compensation termination or other employment related decisions at franchised hotels JOB OVERVIEW 职职位位概述概述 Directs all aspects of the guest relations function to achieve the highest possible guest satisfaction to current and future VIPs 指导客户关系工作的各个方面 从而最大程度获得当前和未来贵宾宾客满意度 At Holiday Inn we want our guests to relax and be themselves which means we need you to Be you by being natural professional and personable in the way you are with people Get ready by taking notice and using your knowledge so that you are prepared for anything Show you care by being thoughtful in the way you welcome and connect with guests Take action by showing initiative taking ownership and going the extra mile 在假日酒店假日酒店 我们希望宾客能尽情放松 做回自己 这意味着我们的团队成员要做到 展现真我 在与他人接触时真实自然 形象专业 积极乐观 时刻准备 注意观察周围的事物 运用自己的知识 做好应对任何事情的准备 体现关爱 对宾客关切周到 热诚欢迎并与他们心意相通 积极行动 积极主动 尽职尽责并且要多做一步 DUTIES AND RESPONSIBILITIES 工作职责工作职责 Monitor guest relations personnel to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure 监督客户关系部工作人员 以确保来宾始终得到礼貌接待及充分的注意和重视 由此实现最大的客人满意 度 Monitor guest relations personnel to ensure Priority Club members consistently receive all benefits repeat guests and other VIP s receive special recognition and service 监督客户关系部人员的工作 以确保优悦会会员始终得到全部优惠 常客和其它贵宾也得到特别关照 Inspects all VIP rooms prior to arrival 在贵宾到达前对贵宾房进行检查 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 HOLIDAY INN Page 2 of 4 假日酒店 第 2 页共 4 页 行使下列功能 包括但不仅限于 oPriority Club and regular guest welcome letters o向优悦会会员和常客致欢迎信 oSolicitation of Priority Club applications o发展优悦会会员 oAttending to special requests by guests o回应客人提出的特别要求 Develop and implement guest telephone contact systems 开发和应用客人电话联系系统 Handle guest complaints and refer them as necessary follows up on corrective action 处理客人投诉 如有必要则将其提交给有关部门 并对纠正措施进行跟进 Compile analyze and control guest relations costs 对客户关系部的成本情况进行编写 分析和控制 Schedule and attend regular Priority Club and VIP guest cocktail parties and social engagements in an effort to further improve on service delivery 计划并参加优悦会和贵宾的定期鸡尾酒会和社会活动 以便进一步提高服务质量 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 Prepare requisitions for amenities on a timely basis 及时准备设备使用申请 Overall responsible for ensuring and maintaining the entire range of services offered for the Club Floor and Club Lounge with the aim to maximum guest satisfaction 确保向行政楼层和行政俱乐部提供全方位的服务 最大程度的获得宾客满意度 Appraise appearance discipline and efficiency of all staff under direct supervision and initiate immediate remedial action if necessary 评估所有员工的外在形象 守纪情况和工作效率并进行直接监管 如有必要 可采取 直接的纠正措施 Organize and conduct regular meeting for all Guest Relation s staff to facilitate communications and smooth operations 织和召开客户关系部全体人员参加的会议 以加强交流和保证业务的顺利进行 Prepare efficient work schedule for Guest Relations Staff arranging holidays and vacation taking into consideration project occupancy and forecasts and any large group movements especially those with early or late arrivals or departures 在考虑酒店入住情况和预测以及大规模的团组活动 特别是关于提前或延迟到达及离店的情况的前提下 为客户关系部员工准备高效的工作计划 安排节日和假日 Works with Superior and Human Resources on manpower planning and management needs 与上级领导和人力资源部一起进行人力规划和管理需求 Works with Superior and Director of Finance in the preparation and management of the Department s budget 与上级领导和财务总监一起编制和管理部门预算 ACCOUNTABILITY 责任范围责任范围 Number of employees supervised 管理的员工管理的员工 Direct Guest Relations Officer 直接 客户关系主任 Indirect N A 间接 无 Annual Operating Profit Payroll Budget 年度经营利润和薪金预算年度经营利润和薪金预算 Department Budget 部门预算 HOLIDAY INN Page 3 of 4 假日酒店 第 3 页共 4 页 Key Metrics 主要绩效指标主要绩效指标 Department Budget 部门预算 Guest Satisfaction Survey 宾客满意度调查 Decision Making Responsibilities Decision Rights 决策职责决策职责 决策权决策权 Department Budget 部门预算 Matters pertaining to Guest Relations 与宾客关系相关的事宜 Within the authority as assigned for Hotel Band 6 role 酒店职位 6 级所拥有职权范围 QUALIFICATIONS AND REQUIREMENTS 任职要求任职要求 Required Skills 技能要求技能要求 Communication skills are utilized a significant amount of time when interacting with others demonstrated ability to interact with customers employees and third parties that reflects highly on the hotel the brand and the Company 拥有在与他人交往时大多数时间所使用的沟通技能 完全代表酒店 品牌和公司与顾客 员工和第三方交 往的能力 Good writing skills 具有良好写作技能 Proficient in the use of Microsoft Office and Front Office System 熟练使用微软办公软件和前台系统 Problem solving and organizational abilities 具有解决问题和组织能力 Qualifications 学历学历 Bachelor s Degree or Diploma in Hotel Administration Hotel Management or equivalent 具有酒店行政管理 酒店管理或相关的学士学位或大专水平 Exp