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宾客 关系 主任 Misafir İlişkileri Sorumlusu


Otel Markası: InterContinental
Konum: Çin, Şangay, Şangay

Hotel: Shanghai Hongqiao NECC (SHGIC), Gate 3, No. 1700 Zhuguang Road, 201702

Job number: 113207

  • To prepare and to collate reports and statistics as required. 按要求准备、核对报表及统计表。
  • To be fully conversant with all hotel facilities, services opening hours of outlets and concessions and promotions, including Banqueting functions and other events happening in the hotel. To provide the guests with accurate information at all times in the most professional way. 完全熟悉酒店的设备设施,各部门营业时间及促销政策。随时以专业的方式向客人提供准确的信息。 
  • To be fully aware of all the IHG (Marketing) Program. 全面关注酒店管理公司的市场促销计划
  • To show rooms for inspection viewing, purpose to potential guests or companies in the absence of the Sales Department staff. 销售代表不在的情况下,带客人参观房间,争取潜在客源。
  • To maintain a friendly, smiling, neat and pleasant image to all in-house guests. 保持友好、整洁、愉快的形象。
  • To be totally familiar with room type, lay out, amenities, rate structure, outlets (Operating hours, menu, prices) facilities and services offered in the hotel. 应该全面掌握酒店的酒店房型,布置,赠品,价格,餐厅(包括营运时间,菜单,价格)设施和提供的服务。
  • To meet and to welcome guests with particular attention to important guests who need special attention. if necessary, accompany them to their rooms. 热情接待到店的所有客人。协助客人进行登记,并引领至房间。
  • Overall responsible for ensuring and maintaining the entire range of services offered for the Priority Club members, VIP’s and repeat guestswith the aim to maximum guest satisfaction. 全面负责对优悦会员,重要客人,及回头客的服务,尽量让客人满意。
  • Solicitation of Priority Club applications 发展优悦会会员
  • To prepare Priority Club members/VVIP/ VIP gift amenities requisition daily as outlined in the arrival list and as per policy for regular guests and anyone else designated by the hotel management. 根据酒店政策,按照预抵客人名单,准备优悦会员/ VVIP/ VIP 客人的客房赠品。
  • To inspect and co-ordinate all rooms allocated for Arriving IPs (or any other allocation as directed by the GM/ RM/ FOM or Owner Office) including all suites, to ensure all standards of cleanliness and display of amenities are in order. 为抵店重要客人分配房间(或由GM/RM/FOM/业主直接指定),并检查房间,确保清洁、赠品到位。
  • To prepare and co-ordinate the pre-registration of guests and ensure that the check-in is carried out smoothly and swiftly as per the hotel approved procedure. 预先准备客人的登记资料,确保登记程序快速、准确。
  • To monitor the flow of incoming and departing importing and long-staying guests, and advises all those concerned, in relation to welcoming and bidding good-bye. 礼貌迎送抵店、离店的重要客人或长住客。
  • To maintain and collate an accurate guest history program that ensures all valid and pertinent information is on file for future. 整理、维护准确客史资料,确保为将来提供准确的信息。
  • To assist guests to book, confirm or inquire about airline bookings. 帮助客人预定、确认、查询机票。
  • To record all suggestions and comments from guests, including courtesy calls daily. 每天给住客打礼貌电话并记录客人的建议和意见。
  • To deal with guest special needs, to research and resolve guest complaints in a timely and helpful manner to ensure guest satisfaction at all times to maintain the relationship for the long-term benefit between the guest and hotel. To co-ordinate and inform all pertinent departments or Guest Service Manager accordingly. 及时有效的解决宾客投诉,满足宾客需求,维护宾客与酒店长期的利益关系。如有问题,及时协调相关部门或宾客服务经理。
  • To log all unusual occurrences, complaints and maintenance requests in Guest Relations Officer’s log book. The book is to be presented to Loyalty Manager /or Duty Manager at the end of each shift for the comments and review. 在客户关系主任交班本上记录所发生的不正常的事件,设诉与客人要求。交班本要每班交给忠诚客户经理或值班经理检阅。
  • To be knowledgeable about national and local city points of interest, tourist attractions instructions and establishments of special interest along with special events both business and leisure related. 了解国内及当地旅游景点,掌握相关商务和休闲信息。
  • To wear the correct uniform and name badge. 着工装,佩带工牌。
  • To carry out other duties as may be assigned by the Front Office Manager or management of the hotel. 完成前厅部经理及其他管理者分派的其他工作。
  • 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。

At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey?

As the world’s first and most global luxury hotel brand, InterContinental Hotels & Resorts has pioneered international travel since the 1940s, we are passionate about sharing our renowned international know-how and cultural wisdom in truly impressive surroundings. We all take great pride in being genuine ambassadors of the InterContinental®️ brand and to be part of the brand you will have a thirst for travel, passion for culture and appreciation for diversity. We create inspiring experiences for those seeking a richer perspective on the world. If you’d like to embrace a world of opportunities, we’d like to welcome you to the world’s most international luxury hotel brand. Let’s Go Further Together.

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.

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