GRO岗位职责.docVIP

宾客关系主任岗位职责描述 JOB TITLE： Guest Relation Officer 宾客关系主任 DEPARTMENT : Front Office Department REPORTS TO： Assistant Manager/ Assistant Front Office Manager SCOPE : The incumbent in the position is responsible for meeting and greeting guests, handling guests and complaints, and ensuring maximum guest satisfaction and recognition to ensure return business for the hotel according to the Hotel Standard operation procedure . 负责与客人沟通交流,处理客人投诉和需求,按照酒店标准运作程序最大程度满足客人. DUTIES/RESIPONSIBILITIES: Conducts all activities of the Guest Relations section related to the welcoming of VIP guests such as ordering flowers, sending Birthday Card, writing welcome letter or apologies, etc.. 执行有关对客关系区域的服务,例如:迎接VIP,订花,送生日卡,书写欢迎信或道歉信等等. Verifies all VIP room and Suites prior to arrival of guests to ensure they are set up according to our standards, i.e. amenities are delivered to the rooms. Flowers have been sent, and upon needs coordinate work to be done with Room Service, Housekeeping and/ or Engineering Departments. 在VIP到达前,确定房间已按标准设置完毕.例如:礼品已摆放,鲜花已送.针对需求,与送餐服务部,客房部和工程部等部门通力合作. Escorts VIP Guests to their rooms upon arrival, explains the room and hotel facilities and offers them with assistance for the length of their stay. VIP到达时,迎送客人至客房,解释酒店及客房设施,为他们逗留期间提供帮助. Maintains high visibility in the lobby and front desk area and provide assistance to our guests in a pro-active way. 经常巡视大堂和前台,主动为客人提供协助. 5. Maintain a friendly and caring relationship with the VIP guests and long-staying guests during their stay by making a courtesy phone call, providing them with information on the hotel services and local sites of interest, handling their requests such as restaurant reservations and transportation, etc.. 与VIP客人和长住客人保持良好关系.在他们入住期间,打礼貌电话征询意见,为他们提供酒店服务信息及当地风景名胜介绍,处理他们的特殊要求.例如:餐厅定位和用车需求. Handles gu