GRO崗位職責(zé)教學(xué)提綱

1、Good is good, but better carries it.精益求精，善益求善。GRO崗位職責(zé)-賓客關(guān)系主任崗位職責(zé)描述JOBTITLE：GuestRelationOfficer(賓客關(guān)系主任)DEPARTMENT:FrontOfficeDepartmentREPORTSTO：AssistantManager/AssistantFrontOfficeManagerSCOPE:Theincumbentinthepositionisresponsibleformeetingandgreetingguests,handlingguestsandcomplaints,andensuring

2、maximumguestsatisfactionandrecognitiontoensurereturnbusinessforthehotelaccordingtotheHotelStandardoperationprocedure.負責(zé)與客人溝通交流,處理客人投訴和需求,按照酒店標(biāo)準(zhǔn)運作程序最大程度滿足客人.DUTIES/RESIPONSIBILITIES:ConductsallactivitiesoftheGuestRelationssectionrelatedtothewelcomingofVIPguestssuchasorderingflowers,sendingBirthdayCar

3、d,writingwelcomeletterorapologies,etc.執(zhí)行有關(guān)對客關(guān)系區(qū)域的服務(wù),例如:迎接VIP,訂花,送生日卡,書寫歡迎信或道歉信等等.VerifiesallVIProomandSuitespriortoarrivalofgueststoensuretheyaresetupaccordingtoourstandards,i.e.amenitiesaredeliveredtotherooms.Flowershavebeensent,anduponneedscoordinateworktobedonewithRoomService,Housekeepingand/orEn

4、gineeringDepartments.在VIP到達前,確定房間已按標(biāo)準(zhǔn)設(shè)置完畢.例如:禮品已擺放,鮮花已送.針對需求,與送餐服務(wù)部,客房部和工程部等部門通力合作.EscortsVIPGueststotheirroomsuponarrival,explainstheroomandhotelfacilitiesandoffersthemwithassistanceforthelengthoftheirstay.VIP到達時,迎送客人至客房,解釋酒店及客房設(shè)施,為他們逗留期間提供幫助.Maintainshighvisibilityinthelobbyandfrontdeskareaandprov

5、ideassistancetoourguestsinapro-activeway.經(jīng)常巡視大堂和前臺,主動為客人提供協(xié)助.5.MaintainafriendlyandcaringrelationshipwiththeVIPguestsandlong-stayingguestsduringtheirstaybymakingacourtesyphonecall,providingthemwithinformationonthehotelservicesandlocalsitesofinterest,handlingtheirrequestssuchasrestaurantreservationsa

6、ndtransportation,etc.與VIP客人和長住客人保持良好關(guān)系.在他們?nèi)胱∑陂g,打禮貌電話征詢意見,為他們提供酒店服務(wù)信息及當(dāng)?shù)仫L(fēng)景名勝介紹,處理他們的特殊要求.例如:餐廳定位和用車需求.Handlesguestrequestsandcomplaintsinapoliteandefficientmanner,givesfurtherinstructionstotherelevantstaffifneededtoensurecustomersatisfactionandmaintainsarecordofallrequestsreceivedfromallguests.Follow

7、supwhennecessary.有禮,有效地處理客人需求和投訴,如果有必要,給相關(guān)人員提供指導(dǎo)以保證客人滿意.記錄下所有客人需求和投訴,以便進一步跟蹤.FarewellsVIPguestsupontheircheckoutbyenquiringabouttheirstay,inventingthemoveragainandifneededhelpingthemwiththeirfuturereservation.VIP結(jié)帳離店時,進行告別,詢問入住期間情況,邀請他們下次光臨.如有必要,幫助他們預(yù)訂下次房間.Collectsguestsquestionnairestotrackguestfee

8、dbackontheservicetheyreceivedduringtheirstay,analysesandsummarizestheircommentsforthehotelmanagementandmakesrecommendations.收集賓客意見,以便掌握他們在店期間所受服務(wù)的反饋,分析歸納他們的意見,提供合理化建議.Duringpeakperiod,provideshelpandsupporttotheFrontDeskandExecutiveFloorwithcheck-in,check-outandhandlingguestrequests.高入住率期間,協(xié)助前臺和行政樓層

9、工作,幫助登記入住,結(jié)帳和處理客人特殊要求.CoordinateswithFrontOfficeManagement,HousekeepingandRoomServiceallactivitiesrelatedtotheVIPsstayontheExecutiveFloorsuchastheroomsandsuitesinspections,arrivalandwelcomeoftheVIPs,check-in,luggagehandlingandcheck-outtoensureallrunssmoothly.與前廳部其他管理人員,客房部和送餐服務(wù)部緊密合作,確保諸如VIP入住行政樓層的房間檢查,迎送VIP登記入住,結(jié)帳和行李運送等服務(wù)順暢.Keepsupdatedofallinformationconcerningthehotelproductsandserviceaswellasontouristandbusinesstravelinginformationthatmaybeofanyinterest