Monitor guest relations’ personnel to ensure maximum
guest satisfaction through personal recognition and prompt cordial attention
from arrival through departure
客人在入住期间，以个人化的重视和温馨的服务来最大化客人的满意度
Ensure IHG Rewards Club members consistently receive all
benefits, repeat guests and other VIP’s receive special recognition
and service
督促和保证所有优悦会会员享受相关的福利，回头客和贵宾享受特别的待遇和服务
Inspects all VIP rooms prior
to arrival
检查贵宾的房间
Liaise with other departments and necessary outside
contracts to ensure excellent service delivery
和其它部门紧密配合提供优质服务
Input guest data into Opera history
system
录入客人数据到相关系统
Assist to promote Inter-Hotel sales and in-house
facilities
协助推广酒店销售和设施
Handle guest complaints and refer them as necessary,
follows up on corrective action
处理客人的投诉，做出相应的行动
Assist in review arrival lists for all arrivals and VIPs
to check room allocations, amenities, and special
requests
根据当日预定报表提前检查贵宾的房间分配，欢迎物品和满足特别的要求
Services offered for the VIP guests with the aim
to maximum guest satisfaction
提供贵宾客人的优质服务以提高满意度
Ensure the personnel maintain the appearance,
discipline and efficiency of all staff under direct supervision and initiate
immediate remedial action if necessary
确保管理员工的行为表现和有效工作,如有必要主动作出相应的行动计划
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
准备员工的有效工作安排计划，合理安排假期，预测未来生意从而作出相应的行动计划，特别是一些大型的团队
Conduct department training
举行部门培训
Check weekly on report for long staying guests, establish
and maintain contact with the guests. Entertain
them occasionally
每周检查长住客人的报表,和客人保持紧密联系,适当的时候邀请他们参加各种活动
Monitor files on Hotels facilities, airline schedules,
transportation schedules / routes and course, map and other relevant tourist
information
负责酒店设施，航空信息，交通信息，线路，地图，相关旅游信息的存档。
Be conversant with all hotels’ activities by reading event
order, Public Relation materials and also promotion of competitor advertisement
in the media for details on special promotion
熟悉酒店的各种宴会，外界信息同时了解竞争对手的一些宣传和推广
Ensure Knowledgeable of all special promotion procedures,
for programs such as; Seasonal Packages, Frequent Flyers Programs, and also
Intercontinental Hotels Group Loyalty programs
熟悉所有推广的程序，比如，季度推广，航空会员计划，国际酒店集团的忠诚计划
Issue the gifts to Children to make sure guests
satisfaction
向儿童赠送礼品，并确保客人的满意度
Compliance to the IHG standards and policies and ensure
delivery by the GRO
