賓客關(guān)系主任工作職責(zé)

1、etc.title:崗位：guestsupervisor 賓客關(guān)系主任relationjob code: 崗位代碼：rm-fo-002reports to: 直接上級：front office manager前廳經(jīng)理direct responsible for: 直接下屬：gro/captain賓客關(guān)系員/領(lǐng)班job summary:崗位概要：to supervise the front office all units activities during the shift and handle guest relations and requests. act as duty manage

2、r in the absence of senior management and department heads.當(dāng)班時(shí)管理前廳部各崗工作，并處理賓客關(guān)系和要求；當(dāng)飯店高級管理人員和部門經(jīng)理不當(dāng)班時(shí) 承擔(dān)值班經(jīng)理角色duties & responsibilities:任務(wù)和職責(zé)：familiar with front office standards and procedures.熟悉前廳部工作服務(wù)標(biāo)準(zhǔn)及操作程序maintain good knowledge good knowledge of all corporate programs.熟悉飯店相關(guān)的公司計(jì)劃maintain a tho

3、rough knowledge of the room rates, discounts, packages, hotel facilities, special events, 全面了解掌握酒店房價(jià)、折扣、包價(jià)、飯店設(shè)施及特別事件abide by the hotels policies and procedures, business conduct and the hotels associate handbook.遵守飯店政策和程序，遵守商業(yè)行為規(guī)范以及員工手冊中的條款maintain good working relations with all departments.與所有部門保持

4、良好的工作關(guān)系work close with reception captin.與前臺領(lǐng)班保持密切合作review arrival information on a daily basis; vip, regular guests, groups, special requests etc. 檢查當(dāng)日抵店客人信息，包括 vip 貴賓、常住客、團(tuán)隊(duì)客人以及其他特別要求conduct vip room inspections with particular emphasis on cleanliness and standard set up. make sure the amenity was

5、property set up.負(fù)責(zé)檢查貴賓房間，確保房間清潔并按照標(biāo)準(zhǔn)布置房間，確保歡迎備品送至房間meet vips, regular guests and long staying guests upon arrival and ensures their allocated accommodation is satisfactory.接待 vip 貴賓、常住客和長住客，并確保他們滿意入住carry out inspection of other hotel areas regularly, including lobby cleanness, lighting, background

6、music and main entrance traffic. 負(fù)責(zé)檢查酒店區(qū)域，包括大堂清潔，燈光，音樂以及正門車輛疏導(dǎo)ensure that all associates comply with the grooming and uniform standards.確保員工儀容儀表符合酒店標(biāo)準(zhǔn)checks discrepancies and out-of-order rooms, to ensure correct room status at all times.檢查房態(tài)差異報(bào)告以及維修房狀態(tài)，確保任何時(shí)間房態(tài)的準(zhǔn)確性handling due out room.處理預(yù)離房間conduc

7、t department briefing.組織部門交班會(huì)assist in resolving accounting matters, disputes, missing back-ups etc協(xié)助解決賬目問題、爭議、丟失的備份等represent management in all guest related issues in the best possible way.以最好的方式代表飯店管理層處理與客人相關(guān)的一切事宜handle guest requests and takes personal responsibility to ensure request is met by

8、following up with relevant departments.處理客人要求并親自協(xié)調(diào)相關(guān)部門，保證滿足客人的合理要求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.做好賓客投訴記錄并采取措施避免賓客帶著不滿的情緒離開酒店，必要時(shí)從上級管理者尋求 幫助log all incidents of

9、 importance and guest comments in shift logbook for management.在值班記錄簿上記錄所有重要事件和客人評論并上報(bào)上級管理者log security incidents and accidents in accordance with hotel requirements.依照飯店要求記錄安全日志和事故記錄assist in investigating and resolving written guest complaints.協(xié)助調(diào)查和解決客人的書面投拆maintain effective guest relations, buil

10、ds rapport and offer personalized service and assistance.維持有效的對客關(guān)系，建立和諧關(guān)系并提供個(gè)性化服務(wù)和幫助deliver high quality service to guests.向客人提供優(yōu)質(zhì)服務(wù)ensure guest needs and reasonable requests are met.確保滿足客人需求和合理要求assist reception when required, help guest check in, check out, etc.必要時(shí)協(xié)助前臺接待工作，幫助客人登記入住，結(jié)賬離店等report to

11、management on deficiencies and irregularities noted in the operation.向管理層匯報(bào)飯店管理運(yùn)行過程中的不足和不合理之處be alive to new ideas and system which could benefit the department and hotel.積極思考，善于創(chuàng)新，提供有益部門和飯店發(fā)展的建議和系統(tǒng)sell the hotel products and services using up-selling and suggestive selling techniques.使用增銷和啟發(fā)性的銷售技巧，

12、銷售飯店的產(chǎn)品與服務(wù)maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests.熟悉產(chǎn)品和服務(wù)知識以便向客人介紹并銷售服務(wù)和設(shè)施be familiar with property safety, current first aid and fire emergency procedures.熟悉堅(jiān)持飯店安全緊急制度和處理程序adhere to the hotels and emergency policies and p

13、rocedures.熟悉對財(cái)產(chǎn)安全、緊急救護(hù)和火警等處理程序be knowledgeable of the hotels emergency procedures in regard to fire, bomb threat, evacuation, etc. as part of the emergency response team.作為飯店緊急行動(dòng)隊(duì)的一員，了解飯店關(guān)于火災(zāi)、空襲、恐嚇、撤退等的緊急事件處理 assist other departments in resolving problems when department head concerned is not availa

14、ble.當(dāng) 部門相關(guān)領(lǐng)導(dǎo)沒空時(shí)協(xié)助其它部門解決問題supervise work operations of the department.管理協(xié)調(diào)部門各崗位工作discipline staff when necessary.約束員工遵守紀(jì)律provide ongoing advice and support to staff under your supervision.給予所轄員工不斷的建議和支持assist in departmental training and assessments.協(xié)助部門培訓(xùn)和評估assist with the preparation of staff roste

15、rs.協(xié)助制定員工排班表ensure a high lever of cleaning is maintained in work area.保持維護(hù)所在工作區(qū)域的高度整潔ensure all reporting and servicing deadlines are met on a timely basis.確保所有報(bào)告和服務(wù)都按時(shí)完成attend the training and meeting as required.按要求參加必要的培訓(xùn)及會(huì)議carry out other tasks as directed by your manager.完成你上級交待的其它任務(wù)skills & s

16、pecifications:技能和規(guī)定：good knowledge and very familiar with all front office area operation掌握前廳部工作知識并且熟悉前廳各崗工作good english language skill良好的英語能力good management skill良好的管理技能good communication skill良好的溝通技巧be good at organize and problem solving良好的組織以及解決問題的能力good financial knowledge良好的財(cái)務(wù)知識education & qua

17、lifications:教育背景和學(xué)歷university degree in hospitality or related subjects preferred具有飯店專業(yè)或相關(guān)專業(yè)本科學(xué)歷者優(yōu)先考慮min. 3 years front office working experience required in supervisory position 至少三年以上前廳部主管工作經(jīng)驗(yàn)positive attitude under pressure良好的心理承受能力，積極的工作態(tài)度 training & presentation skill良好的培訓(xùn)以及表達(dá)能力title:崗位：reports

18、 to: 直接上級：guest relation office 賓客關(guān)系員grs賓客關(guān)系主任job code:崗位代碼： direct responsible for: 直接下屬：rm-fo-003office clerk前廳文員job summary:崗位概要：responsible for meeting and greeting guest, collecting feedback from guest and handling the guest complaint and request. handle vip guest reception and follow up servic

19、e during their stay, ensuring maximum guest satisfaction and recognition to ensure return business for hotel according to the hotel standard operation procedure.負(fù)責(zé)與客人溝通交流，收集客人反饋，處理客人投訴與需求。負(fù)責(zé) vip 等重要接待，提前跟進(jìn)入 住前的準(zhǔn)備工作和后續(xù)跟進(jìn)工作，并按照酒店標(biāo)準(zhǔn)運(yùn)作程序確?？腿巳胱∑陂g的需求得到最大滿 足，贏得回頭客duties & responsibilities:任務(wù)和職責(zé)：lllllllllll

20、llllllllllllllllllbe responsible for the guest relation in the department and advises the fom.負(fù)責(zé)與客人和部門保持良好溝通并且及時(shí)告知前廳部經(jīng)理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.每天做好預(yù)抵客人準(zhǔn)備工作，如 v

21、ip 、優(yōu)先顧客、長住客、團(tuán)隊(duì)，接機(jī)客人，與管家部協(xié)助 做好房間歡迎品的準(zhǔn)備maintain good working relations with all departments.與所有部門保持良好的工作關(guān)系familiar with front office standards and procedures.熟悉前廳部工作標(biāo)準(zhǔn)及程序escort guest to designated area指引客人report to management on deficiencies and irregularities noted in the operation.向管理層匯報(bào)酒店運(yùn)行過程中的不足和

22、不合理行為maintain a thorough knowledge of the room rates, discounts, packages, hotel facilities, special events, etc.維持對酒店房價(jià)、折扣、包價(jià)、酒店設(shè)施、特別事件的全面了解ensure that guest complaints are properly logged and acted upon by trying to avoid any guest leaving the hotel dissatisfied. solicits assistance from managemen

23、t if needed.確?？腿说谋г贡缓线m的記錄并采取行動(dòng)避免客人不滿意的離開酒店。必要時(shí)從管理人員 處獲得幫助responsible for correct selling status in the reception at all times.在工作期間全力支持飯店運(yùn)營及銷售responsible for all guest preferences collected during the stay.有責(zé)任收集客人的喜好identify vip, regular and long staying guest, develop rapport to offer personalized

24、service and assistance識別 vip 客人、長住客，與客人保持良好的合作關(guān)系并提供良好的個(gè)性化服務(wù)promote the hotel product and service knowledge in order to explain services and facilities to guests, using guest name使用客人的名字并給客人介紹飯店的產(chǎn)品知識、酒店產(chǎn)品、服務(wù)設(shè)施be familiar with hotel standards and is guided in daily work by these. monitors staff perfor

25、mance continuously in this respect.熟悉酒店顧客滿意標(biāo)準(zhǔn)并以此作為每日工作的指導(dǎo)。be alive to new ideas and system which could benefit the department and hotel.積極思考對部門和酒店有利的建議和系統(tǒng)handle guest requests and takes personal responsibility to ensure request is met by following uplllllllllllllllllllwith relevant departments.處理客人要

26、求并通過親自追蹤相關(guān)部門負(fù)責(zé)確保客人的要求被滿足responds immediately on medical requests and emergencies.對醫(yī)療要求和緊急事件做出快速反應(yīng)take appropriate action to resolve guest complaints and disputes. solicits assistance from gro if needed.采取合適的行動(dòng)解決客人投拆和爭端，如遇解決不了的問題，要及時(shí)報(bào)告給賓客關(guān)系主任 deliver high quality service to guests.向客人提供優(yōu)質(zhì)服務(wù)ensure guest needs and reasonable r