《宾客关系主任工作职责.docx》由会员分享，可在线阅读，更多相关《宾客关系主任工作职责.docx（11页珍藏版）》请在三一办公上搜索。
1、宾客关系主任工作职责Guest Supervisor 宾客关系主任 Front Office Manager 前厅经理 Relation Title: 岗位： Reports to: 直接上级： Job Summary: 岗位概要： Job Code: 岗位代码： Direct Responsible for: 直接下属： RM-FO-002 GRO/Captain 宾客关系员/领班 To supervise the Front Office all units activities during the shift and handle guest relations and request
2、s. 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
3、. 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 re
4、lations 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 stan
5、dard 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, includi
6、ng 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
7、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 take
8、s 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
9、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 comp
10、laints. 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, hel
11、p 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
12、 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 emergenc
13、y 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
14、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 i
15、n 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 meetin
16、g 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
17、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
18、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： Reports to: 直接上级： 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 recep
19、tion 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. Guest Relation Office 宾客关系员 GRS 宾客关系主任 Job Code: 岗位代码： Direct Responsible for: 直接下属： RM-FO-003 Office Clerk 前厅文员
20、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 l l Be responsible for the guest relation in the department and advises the FOM. 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 Review arrival information on a daily basis; VIP, PG, Regular gu
21、est, Groups, special requests. Follow up with Housekeeping and In Room Dining for VIP amenity set-up. 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 Maintain good working relations with all departments. 与所有部门保持良好的工作关系 Familiar with Front Office Standards and Procedures. 熟悉前厅部工作标准及程序 Escort gues
22、t to designated area 指引客人 Report to management on deficiencies and irregularities noted in the operation. 向管理层汇报酒店运行过程中的不足和不合理行为 Maintain a thorough knowledge of the room rates, discounts, packages, hotel facilities, special events, etc. 维持对酒店房价、折扣、包价、酒店设施、特别事件的全面了解 Ensure that guest complaints are
23、properly logged and acted upon by trying to avoid any guest leaving the hotel dissatisfied. Solicits assistance from Management if needed. 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 l l l l l l l l l l l l l l l l l Responsible for correct selling status in the reception at all times. 在工作期间全力支持饭
24、店运营及销售 Responsible for all guest preferences collected during the stay. 有责任收集客人的喜好 Identify VIP, regular and long staying guest, develop rapport to offer personalized service and assistance 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 Promote the hotel product and service knowledge in order to explain servic
25、es and facilities to guests, using guest name 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 Be familiar with hotel standards and is guided in daily work by these. Monitors staff performance continuously in this respect. 熟悉酒店顾客满意标准并以此作为每日工作的指导。 Be alive to new ideas and system which could benefit the department and
26、 hotel. 积极思考对部门和酒店有利的建议和系统 Handle guest requests and takes personal responsibility to ensure request is met by following up l l l l l l l l with relevant departments. l l l 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 Responds immediately on medical requests and emergencies. 对医疗要求和紧急事件做出快速反应 Take appropriate act
27、ion to resolve guest complaints and disputes. Solicits assistance from GRO if needed. 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 Deliver high quality service to guests. 向客人提供优质服务 Ensure guest needs and reasonable requests are met. 确保客人需求和合理要求被满足 Seek opportunities to continually improve guest service.
28、通过记录客人的评论并以此为实践，不断地寻找机会发展对客服务 Ensure a high level of cleaning is maintained in your work area. 确保工作区域干净、整齐 Adhere to the hotels and emergency policies and procedures. 坚持酒店安全制度、紧急情况处理规定和程序 l l l l l l l l l l l l l l l Be familiar with property safety, current first aid and fire emergency procedures.
29、 熟悉对财产安全、紧急救护和火警等处理程序 Carry out other tasks as directed by your supervisors. 完成你上级交待的其它任务 Skills & Specifications: 技能和规定： l l l l l l l l Good knowledge and very familiar with all front office area operation. 掌握前厅部工作知识并且十分熟悉前厅部日常运行 Good English language skill. 良好的英语能力 Good communication skill. 良好的沟通技巧 Be good at organizing and problem solving. 良好的组织以及解决问题的能力 Education & Qualifications: 教育背景和学历： l l l l l l University degree in hospitality or related subjects preferred. 具有酒店专业或相关专业大学学历者优先考虑 Good team work player 团队协作能力 Outgoing personality 性格外向
