职位介绍 :Under the general direction of the Loyalty Manager and Front Office Manager and within the limits of established InterContinental Hotels Group and local policies and procedures, oversees and directs all aspects of the guest relations function to achieve the highest possible guest satisfaction to current and future VIPs. Promotes the desired work culture around our winning ways of the InterContinental Hotels Group and the brand ethos. 按照洲际酒店集团标准,在前厅部经理及客户忠诚经理的领导下,保持洲际俱乐部楼层的服务标准,维护皇冠俱乐部整体形象和设施,指导员工工作并让客人满意。贯彻管理层的方针政策,加强与其他部门的协调。围绕信任、廉政、尊重,团队和服务五项核心价值,增强员工的工作氛围,发扬洲际团队合作精神。 Interact with guest at all opportunities, play a customer contact role. 与客人尽可能地交流,扮演与客人沟通的角色 Always keeping up-to-dated guest histories of all Crowne Plaza Club Floor guests, VIPs, CIPs, LS, REP and following up on their birthdays, anniversaries, preference, etc, making sure the special service and attention is delivered to expected guest 对行政楼层客人、VIP客人,、CIPs,、长住客、回头客的生日、纪念日和喜好等保持记录并确保提供特别的服务 Ensuring all Club Floor, VIPs, LS guests are served as content, comfortable and pleasant as possible 确保所有行政楼层客人、VIP客人和长住客尽可能得到舒适满意的服务 Familiarizing self with all business centre services and prices, providing service to the Club Floor guest according to hotel’s standard 熟悉所有商务中心的服务项目及价格,按照酒店标准为行政楼层客人提供服务 Familiarizing self with today’s events, room status VIPs, LS, CIPs, Club Floor guests arrivals and departures by their names, timing, preference, room allocation, etc 熟悉今天的宴会内容, VIP客人,、CIPs,、长住客、回头客的到达离开时间、姓名、兴趣和房间分配等 Always ensuring personalized efficient and friendly check in and check out service are delivered in line with established standards procedures 确保按照标准程序为客人提供高效、友善的入店、离店手续 Consistently deliver service from guest perspective 一贯地按照客人希望提供服务 Coordinating with related front office sections about the guest whom reserved transportation service will receive express check in and check out service 协调前厅部员工提供给预订交通服务的客人更快速的入店和离店服务 Ensuring self are well knowledgeable about PCR members benefits and ensuring the members benefits has been delivered according to the hotel and corporate standard 熟知优悦会会员的福利并确保根据酒店标准给予会员福利 Ensuring all guest requests in the Club Lounge are provided in promptly and proactive manner. Always to remember guests by their names, room numbers, preference in F&B requirement in the Club Lounge, and greeting guests by their name as much possible as you can 确保客人在行政酒廊提出的要求得到及时有效的处理。记住客人的姓名、房号和对食物的喜好并尽可能地称呼客人姓名 Ensuring all operating equipments and facilities is maintained in proper working condition, bring up to CFO Manager/Front Office Manager’s attention if necessary. Ensuring all operating equipments and facilities to be handled in proper way 确保所有运营设备维护正常,若有异常向行政楼层经理及前厅部经理提出。确保所有运营设备正常运行 Ensuring all information files, reports, stocks is in set right place in order to ensuring efficient service providing 确保所有信息报告、文件放在正确的地方,以确保提供高效的服务 Always practicing to find most logical and efficient way/methods to complete tasks in shortest time 总是试图在最短时间内以最效率最逻辑的方式完成任务 2. REQUIRED QUALIFICATIONS 资格 Required Skills – 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。 • Able to read and write English 能够读写英语 • Proficient in the use of Microsoft Office 熟练使用微软办公软件 • High School or Vocational Certificate in Business Study, Business Management or equivalent 具有高中或商务或商业管理或相关的专业证书。 • 1 year experience in customer service / clerical functions, or an equivalent combination of educat