•Monitors guest relations’ personnel to ensure maximum guest satisfaction
through personal recognition to all PCR members, VIPs and repeat guests,
and prompt cordial attention from arrival through departure.
通过对员工业绩的认可，提升员工工作热情，监督宾客关系部员工工作，在客人到达至离开酒店期间，为客人提供个性化服务，尽量让客人满意。
•Monitor guest relations’ personnel to ensure maximum guest satisfaction through
personal recognition and prompt cordial attention from arrival through
departure.
监督客户关系部工作人员，以确保来宾始终得到礼貌接待及充分的注意和重视，由此实现最大的客人满意度。
•Monitor guest relations personnel to ensure Priority Club members consistently
receive all benefits, repeat guests and other VIP’s receive special recognition
and service.
监督客户关系部人员的工作，以确保优悦会会员始终得到全部优惠，常客和其它贵宾也得到特别关照。
•Check daily guest arrival report（GAR report) to get member guest’s preference
and request, and arranged for them before check
in. 每天查看会员抵达报告，了解会员客人的喜好及需求，并根据会员客人的喜好及需求在抵店前妥善安排好。
•Inspects all VIP rooms prior to arrival. 在贵宾到达前对贵宾房进行检查。 •Greets
VIP, IHG Rewards Club/ Intercontinental Ambassador and repeat guests personally.
亲自迎接重要客人，优悦会会员/洲际大使客人及回头客。 •Liaise with other departments
and necessary outside contracts to ensure excellent service delivery.
与其它部门和必要的外部承包商联系，以确保提供高质量的服务。 •Promotes Inter-Hotel
sales and in-house facilities. 促进酒店内房间及设施的销售。 •Perform such
functions as to include but not be limited to: 行使下列功能，包括但不仅限于： o
IHG Rewards Club/Intercontinental Ambassador and regular guest welcome letters
向IHG优悦会会员/洲际大使和常客致欢迎信 o Solicitation of IHG Rewards
Club/Intercontinental Ambassador applications 发展IHG优悦会会员/洲际大使 o
Attending to special requests by guests 回应客人提出的特别要求 oFollow up
in house guest experience 跟进在住客人的入住体验 •Handle guest complaints
and refer them as necessary, follows up on corrective action.
处理客人投诉，如有必要则将其提交给有关部门，并对纠正措施进行跟进。 •Compile,
analyze and control guest relations’ costs.
对客户关系部的成本情况进行编写、分析和控制。 •Reviews arrival lists for Priority
IHG Rewards Club/Intercontinental Ambassador and all VIPs to check room
allocations, amenities, and special requests.
查看优悦会会员/洲际大使及重要客人清单，查看房间分配，房间内设施，及客人特殊要求。
•Overall responsible for ensuring and maintaining the entire range of services
offered for the IHG Rewards Club/Intercontinental Ambassador, VIP’s and repeat
guests with the aim to maximum guest satisfaction.
全面负责对优悦会会员/洲际大使，重要客人，及回头客的服务，尽量让客人满意。 •Appraise
appearance, discipline and efficiency of all staff under direct supervision
and initiate immediate remedial action if necessary.
评估所有员工的外在形象、守纪情况和工作效率并进行直接监管，如有必要，可采取直接的纠正措施。
•Organize and conduct regular meeting for all Guest Relation’s staff
to facilitate communications and smooth operations.
组织和召开客户关系部全体人员参加定期会议，以加强交流和保证业务的顺利进行。
•Assists in maintaining a comprehensive, current and guest focused set
of departmental standards and procedures and oversees their implementation.
协助制定完整的，符合实际情况，以客人为焦点的部门标准及制度，并监督员工执行。
•Prepare efficient work schedule for Guest Relations Staff, arranging holidays
and vacation, taking into consideration project occupancy and forecasts and any
large group movements, especially those with early or late arrivals
or departures.
在考虑酒店入住情况和以及预测大规模的团组活动，特别是关于提前或延迟到达及离店的情况的前提下，为客户关系部员工准备高效的工作计划，安排节日和假日。
•Works with Superior and Human Resources on manpower planning and management
needs. 与上级领导和人力资源部一起进行人力规划和管理需求。 •Works with Superior
and Director of Finance in the preparation and management of the Department’s
budget. 与上级领导和财务总监一起编制和管理部门预算。 •Coaches, counsels
and disciplines staff, providing constructive feedback to enhance performance.
训练、指导员工工作，为员工提供建设性的信息回馈。 •Regularly communicates with staff
and maintains good relations. 定期与员工交流，与员工维持良好的关系。 •Leaders
and guides team, ensure a strong and motivated team. Coaches, counsels
and ensures disciplines, provides a clear guidance on daily work duties.
确保一个强有力的有动力的团队。指导，建议和确保纪律严明。在日常工作中提供清晰的指导原则。
•Creates a fun-working place. 创造一个愉悦的工作环境。 •Displays a positive
and passionate attitude towards the accomplishment of department goals
and achievements. 展示积级和热情的态度来完成部门的目标。
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。
•Good writing skills 具有良好写作技能 •Proficient in the use of Microsoft Office
and Front Office System 熟练使用微软办公软件和前台系统 •Problem solving
and organizational abilities 具有解决问题和组织能力
Qualifications – 学历 •Bachelor’s Degree or Diploma in Hotel Administration,
Hotel Management or equivalent
具有酒店行政管理，酒店管理或相关的学士学位或大专水平。
Experience – 经验 •2 years experience in front office / guest services
operations, including supervisory experience at a hotel of similar size
and complexity, or an equivalent combination of education and experience.
拥有2年前厅或宾客服务工作经验，包括在相似规模和复杂程度的酒店的管理经验，或与此相当的教育和相关工作经验结合的背景。
class="beisen-job-desc-spacing">
Hotel Indigo is an upper-upscale
lifestyle brand that captures the true spirit of the neighbourhood. With over
150 properties worldwide, we look for individuals that can inspire our guests
to make unique discoveries through meaningful connections to the diverse people,
places, and cultures of the local area.
Bring
your story, to inspire new ones.
