job overview職位概述
Under the general direction of the Front Office Manager and within the limits of established InterContinental Hotels Group and local policies and procedures, oversees and directs all aspects of Guest Recognition Program to achieve the highest possible recognition of VIPs and returning guests and maximize the Priority Club Rewards enrolments. Promote the desired work culture around the five core values of Trust, Integrity, Respect, One Team and Service of the InterContinental Hotels Group and the brand ethos.?
按照洲際酒店集團標準，在前廳部經理領導下，監督并引導客服中心員工工作，得到優悅行政酒廊成員、重要客人及回頭客的認可，竭盡全力讓客人滿意。圍繞致勝之道，增強員工的工作氛圍，發揚洲際團隊合作精神。
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At InterContinental Hotels & Resorts? we want our guests to feel special, cosmopolitan and In the Know which means we need you to:
在洲際酒店及度假村?，我們希望賓客感覺風格獨特、時尚現代和深入洞悉，這意味我們需要你：
Be charming by being approachable, having confidence and showing respect.親切、充滿自信、體現尊重來展現富有魅力的你。
Stay in the moment by understanding and anticipating guests’ needs, being attentive and taking ownership of getting things done.理解和預測賓客的需要、做到細心周到、具主人翁精神、把事情辦好，保持專注當下。
Make it memorable by being knowledgeable, sharing stories and showing your style to create moments that make people feel special
見多識廣、分享閱歷、展現你的風格來創造令人感覺特別的時刻，做到令人難忘。
Duties and Responsibilities工作職責
FINAnciaL RETURNS財務回報
Be familiar with all the special promotions and actively promoted, such as: seasonal package, frequent privilege, and IHG Loyalty programme.熟知所有特別促銷活動并積極推銷，如：季節性套餐計劃、常客優惠計劃、各種打包促銷以及洲際酒店集團忠實方案。
Properly operate the equipments& facilities, take good care of property sector.正確操作使用工作中的設施設備，愛護部門財產。
Be familiar with the first aid and fire emergency procedures.熟悉急救以及火災和緊急事故步驟，安全理智地操作設備。
our people 員工團隊
Keep good communication with colleagues, other departments and superiors, work better together to offer the memorable stay experience to the guests.和同事之間，部門之間，領導之間，保持溝通，互相信任，合作共贏，給客人提供令人難忘的住宿體驗。
Accept colleagues from different countries with different ideas and cooperate effectively.?
接受不同文化、不同理念的國家和同事，并有效合作。
Take an active part in department meeting, training; provide suggestion to enhance guest satisfaction.積極參加部門會議、培訓，提出有助于改善及提高客人入住滿意度的建議。
Guest experience賓客體驗
Greets all guests at all times in a friendly and helpful manner and attempts to learn and use guest’s name at every opportunity.隨時以友好和樂于助人的態度迎接客人，并盡量了解和稱呼客人的名字，給客人賓至如歸的歸屬感。
Collect guests’ profiles to acknowledge their favour on food, beverage etc.收集客人的資料，盡可能多的掌握客人的信息，了解他們對食物、飲料的喜好；以及他們對房間的特殊要求。
Anticipate guests’ needs and resolve in advance.預測客人的需求并在其提出之前給予解決。
rESPONSIBLE BUSINESS 企業責任
Introduce ?occupational health and hygiene responsibility consciousness of rules and regulations, ensure that all procedures are carried out in accordance with the safety guidelines.引入職業健康和衛生責任規章制度意識，確保所有的程序都按照部門指導方針安全執行。
Strengthen the sense of responsibility，abide by the professional health and life safety legislation.加強責任意識，遵守職業健康和人生安全相關的立法、規章制度。
aCCOUNTABILITY 責任范圍
?Monitor guest relations’ personnel to ensure maximum guest satisfaction through personal recognition to all VIP’s, returning guests and IRC members and prompt cordial attention from arrival through departure.通過對員工業績的認可，提升員工工作熱情，監督賓客服務中心員工的工作，在重要客人以及回頭客抵店至離開酒店期間，為他們提供個性化服務，竭盡全力讓所有重要客人滿意。
Ensure all VIP’s, returning guests and IRC members consistently receive all benefits, special ?????recognition and service.監督賓客服務中心員工工作，確保優悅行政酒廊成員，回頭客及重要客人能獲得最大利益，并能受到特別的關注優質的服務。
Review all expected arrivals on daily basis, and to pre-select IRC enrolment targets and ensure ???maximum qualified enrolments are achieved.每天查看預期到達客人清單，提前選出預期到達的優悅行政酒廊成員，并最大程度的確保所有預期。。
??????Inspects all pre-assigned rooms for VIP’s, returning guests and IRC members prior to arrival.???????????? 在重要貴賓到達前，提前檢查優悅行政酒廊成員及重要客人房間。
??????Greet all VIP’s, returning guests and IRC members personally.???????????? 單獨迎接重要客人，優悅行政酒廊成員及回頭客。
??????Liaise with other departments and necessary outside contacts to ensure excellent service delivery.???????????? 與其他部門保持合作，與必要外界部門保持聯系，確保為客人提供優質服務。
??????Oversee maintenance of all VIP’s, returning guests and IRC members history system.???????????? 維護回頭客檔案系統。
??????Promote Inter-Hotel sales and in-house facilities.???????????? 促進酒店內房間及設施的銷售。
?Perform such functions as to include but not be limited to:???????????? 完成下列職責但不僅僅局限于此：
All VIP’s, returning guests and IRC members welcome letter.???????????? 所有重要賓客，回頭客以及優悅會成員的歡迎信。
Active solicitation of IRC applications.???????????? 接受優悅會成員的申請。
Recognize, attend and follow up to special requests by guests.???????????? 辨別，滿足并跟進客人的所有特殊需求。
Develop and implement guest telephone contact systems.發展和實施客人聯系方式。
Handle guest complaints and refer them as necessary, follows up on corrective action.???????????? 處理客人投訴，在必要時為客人提供咨詢，以正確的行動去跟進。
Compile, analyze and control guest relations’ costs.???????????? 匯集，分析并控制顧客關系成本。
Schedule and attend regular VIP’s, returning guests and IRC members’ cocktail parties and social engagements in an effort to further improve on service delivery.???????????? 定期計劃并參加優悅行政酒廊及重要客人雞尾酒會和必要社交活動，進一步提高服務。
Review arrival lists for arrivals of all VIP’s, returning guests and IRC members to check room allocations, amenities, and special requests.?? ??????? 查看優悅行政酒廊成員及重要客人到達清單，查看房間分配，房間內設施，及客人特殊要求。
Prepare requisitions for amenities on a timely basis.???????????? 及時在房間里準備令客人愉悅的物品。
Overall responsible for ensuring and maintaining the entire range of services offered for all VIP’s, returning guests and IRC members with the aim to maximize guest satisfaction.???????????? 全面負責對優悅行政酒廊成員，重要客人，及回頭客的服務，盡量讓客人滿意。
Organize and conduct regular meeting related to guest recognition to facilitate communications and smooth operations.???????????? 定期組織有關優悅會政酒廊活動的會議，以便更好的交流，及確保工作正常運作。?
QUALIFICATIONS AND REQUIREMENTS任職要求
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.
擁有在與他人交往時大多數時間所使用的溝通技能；完全代表酒店，品牌和公司與顧客，員工和第三方交往的能力。
Able to read and write English.能夠讀寫英語。
Proficient in the use of Microsoft Office and Front Office System.熟練使用微軟辦公軟件和前臺系統。
The statements in this job description are intended to describe the essential nature and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.此職位描述所陳述的只是該項工作的核心內容和主要層面，并非所有職責或資歷要求。
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