· Monitor guest relations’ personnel to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure
· 在入住期间，监察和督促客户关系，提供个性化，温馨的服务从而最大化的满足客人。
· Monitor guest relations personnel to 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能够享受所有的福利，回头客人和贵宾能够享受特别的待遇和服务。
· Inspects all VIP rooms prior to arrival
· 在贵宾到达前检查房间。
· Greet VIP guests personally
· 亲自迎接贵宾。
· Liaise with other departments to ensure excellent service delivery
· 和其他部门紧密联系保证客人得到最优质的服务。
· Oversee maintenance of efficient repeat guest history system
· 查阅回头客人的历史资料。
· Promote Inter-Hotel sales and in-house facilities
· 推销酒店的销售品和设备。
· Develop and implement guest telephone contact systems
· 建立和实施客人电话联系的系统。
· Handle guest complaints and refer them as necessary, follows up on corrective action
· 处理客人的投诉，并及时做出相应的行动。
· Compile, analyze and control Executive Club costs
· 计划，分析和控制行政楼层的成本。
· Schedule and attend regular IHG Rewards Club and VIP guest cocktail parties and social engagements in an effort to further improve on service delivery
· 经常组织，邀请优悦会会员,贵宾参加鸡尾酒会等社交活动，以提高服务质量。
· 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，欢迎物品和满足特别的要求。
· Prepare requisitions for amenities on a timely basis
· 准备欢迎物品。
· Overall responsible for ensuring and maintaining the entire range of services offered for the Club Floor and Club Lounge with the aim to maximum guest satisfaction
· 全面的负责和确保各方面的行政酒廊服务以顾客为目标最大化的满足他们。
· Co-ordinate with the Public Relations Department to organize GM Cocktails Party
· 协调公关部门组织总经理宴请。
· Co-ordinate with F&B Department and input suggestions on the improvement and implementation of new ideas
· 和餐饮部门协调主动创新一些好的建议，提高餐饮服务质量。
· Check guest rooms with Housekeeper at random on weekly basis and VIP rooms, when available
· 每周不定时的和行政管家检查贵宾房间。
· Be conversant with all hotels’ activities by reading event order, Public Relations 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。
· Appraise appearance, discipline and efficiency of all staff under direct supervision and initiate immediate remedial action if necessary
· 评估下属的表现行为和执行情况，如有必要主动采取一些行动。
· Organize and conduct regular meeting for all Guest Relation’s staff to facilitate communications and smooth operations
· 组织部门的会议以推进相互沟通和有效的运作。
· 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
· 有效的做好准备工作，合理安排假期，对未来的房间情况和大型会议的安排提前做好计划，特别是早/晚入住，早/晚退房的团队。
· Liaise with Finance department
· 和财务部门紧密联系。
· Ensure the staff adhere and deliver the IHG standards and policies
· 确保员工执行和履行酒店标准和政策。
· Assists in planning for future staffing needs
· 帮助规划员工未来的发展需求。
· Assists in recruiting in line with company guidelines
· 根据公司的指示和要求协助招聘员工。
· Prepares and administers detailed induction program for new staff
· 准备和执行新员工的具体工作职责的计划。
· Maintains a comprehensive, current and guest focused set of departmental standards and procedures and oversees their implementation
· 协助保持当前全面的顾客关注，程序与政策以及检查执行情况。
· Ensures training needs analysis of Business Centre staff is carried out and training program are designed and implemented to meet needs
· 确保所有员工的培训需求都得到了执行，并且培训的计划的安排和执行都满足了所有需要。
· Conducts on the job training and maintains a comprehensive list of training progress for all staff
· 在工作培训中进行指导，并且为所有员工制定一套广泛的，全面的培训计划。
· Coaches, counsels and disciplines staff, providing constructive feedback to enhance performance
· 指导，管理，约束员工，给予有建设性的回复意见提高员工的工作表现。
· Regularly communicates with staff and maintains good relations
· 时常与员工沟通，建立良好关系。
· Perform other tasks as assigned
· 完成其他的分配任务。
