SCOPE范围
Responsible for answering allincoming calls and requests addressed at the Property Reception Counter,handling the check-in and check-out of apartment and office tenants and followup with tenants’ satisfaction. Perform administrative duties for the Property operationssection.
负责回复物业前台所有来电和请求，处理公寓、写字楼客户的入住和退房手续，并跟进以确保住户满意。履行物业运营的行政职责。
OVERALLOBJECTIVES 总体目标
The job of Guest Relations Clerkis executed satisfactorily when:
客户关系专员应执行并完成以下目标：
Hotel and Outlets are promoted.
推广酒店的产品和营业场所。
Guest complaints are minimized and if occur followed up efficientand are reported to Operations team.
最大限度地减少客人投诉，如果发生，则进行有效跟进，并向运营团队报告。
Responsible for coordinating all incoming calls and requestsaddressed at the Property Reception Counter, handling the check-in andcheck-out formalities of apartment tenants and following-up in order to ensuretenants’ satisfaction.
负责协调所有来电和请求解决前台接待的问题，为公寓和写字楼租户办理入住和退房手续，跟踪解决租户提出的问题，确保客人满意。
MAIN RESPONSIBILITIES主要工作职责
Be knowledgeable with the product and service knowledge as well asthe hotel daily and meeting activities.
了解酒店的产品知识和日常会议活动。
Answer all guest requests and questions in a friendly and caringmanner, whether by telephone or in person.
无论是通过电话还是面对面，以友好的方式回答所有客人的要求和问题。
Coordinate room status updates with the floor supervisor bynotifying them of late check-outs, early check-ins and special requests.
通过通知延迟退房，提前入住和特殊要求，与楼层主管确认房间状态。
Handle and coordinate all inquiries coming inthrough the phone and/or WeChat，and/or face-to-face at the Property Reception Counterin compliance with all policies, procedures and standards. Follow-up promptlyto ensure tenants’ satisfaction.
根据相关政策、程序和标准，处理和协调客人通过电话和/或微信和/或在物业前台处面对面的所有咨询。及时跟进确保客人满意。
Check-in for arriving tenants according torelevant procedures, including computer reservation, guest registration in PSBsystem, send check-in notice to related departments, key hand-over form,welcome amenities such as fruit basket, flowers, welcome card and discount cardetc.
根据相关程序处理和协调客人办理入住手续，包括电脑预订、PSB电脑系统客人登记，向相关部门发送入住通知，准备入住钥匙、钥匙记录、欢迎果篮、鲜花、公寓租户打折卡和欢迎卡等。
Update the OfficeTenant List on a monthly basis with telephone numbers which is provided byLeasing Section.
每月更新写字楼客户名单包括电话号码(由销售提供)。
Maintain the neatness of his/her working area.
保持工作区域整洁。
Update adhesive labels forthe Property Housekeeping Office whiteboard on a continuous basis.
更新物业客房办公室白板上公寓客人姓名标签。
Issue guest notices as per requirement by the Manager of PropertyOperation.
根据物业运营经理的要求发客户通知。
Update the promotions,guest notices and information on the TV screens and 2DTVS on time.
及时更新写字楼、公寓的电视屏幕和写字楼2D电视上的促销、客户通知和信息等。
Maintain an efficient and up-to-date filing system for the PropertyOperation section.
及时更新物业运营的存档。
Ensure sufficient stationary supplies in working area and theProperty Operations section. Issue stationary supplies and cleaning items MCRequest after getting approval by Manager of Property Operation.
确保物业运营有足够的文具用品。开文具、清洁用品领货单，并由物业运营经理批准。
Handle check-out for departing guests accordingto procedures including apartment & mailbox key collection, discount cardcollection and provide assistance of departure arrangements which may berequired by the tenants.
根据相关程序为离店客人办理退房手续，包括公寓和邮箱钥匙收取、折扣卡收取，并根据客人的要求协助离店安排。
Receive, register, proceed and follow-up allmaintenance requests and conduct courtesy calls to the tenants to verify if theproblem has been solved.
接收、登记、处理和跟进所有维修单，礼貌地给客户回电话并确认问题得到解决。
Assist with putting through individual telephonelines with engineering for office and apartment tenants.
协助接通写字楼、公寓客人的单独电话线。
Provide assistance to the tenants during theirstay, such as application for a telephone line, registration of theirbabysitters/housekeepers, information and services such as water dispenserservices, meal coupons, newspaper and transportation.
在租客入住期间为他们提供帮助，如申请电话线、保姆/管家登记、为客人提供所需的信息和服务如饮水机、餐券、报纸和交通安排等。
Strictly implement the guest accommodationregulations and visitor registration policy, and ensure that guest informationis uploaded to the public security network system in a timely manner andwithout any mistakes or missing.
严格执行住客住宿规定和访客登记制度，并确保客人信息及时上传到公安网系统中，不漏登，不错登。
Timely update the record sleep-out apartment,nationality of occupied apartment tenants and the record of the apartment withpets.
及时更新公寓客人外宿记录表、在住公寓客人国籍统计表和公寓宠物统计表。
Keep updates of ongoing and upcoming events inBeijing, in order to provide useful, accurate and up-to-date information totenants.
及时了解北京正在进行的和即将举行的活动，以便能够向租户提供有用、准确和最新的信息。
Assist the tenants with delivery of parcels andkeep accurate record. Handle and follow up on unidentified mails. Issue parcelpass according to the rules and regulations and have it stamped.
协助租户运送包裹并准确记录。处理和跟进未确认的邮件,按规章制度办理出门条，并加盖物业部印章。
Manage the Office and Apartment keys and keep detailed record of alltransactions, such as the changing of keys and/or locks, the issuance andrecollection to/from housekeeping and renovation companies.
管理写字楼、公寓钥匙并详细记录所有变更，如写字楼、公寓钥匙或锁芯的更换，客房和批准的装修公司发出和收回等。
Accomplish administrative duties such asmeeting, data arrangement and monthly reports submitting, issuing meal couponsfor office tenant and water tickets for apartment tenant according to procedures andkeep accurate record of such, and other specific duties related to the jobfunction.
完成行政职责如参加会议、整理数据、提交各种月报、按照规定出售写字楼租户饭票、出售公寓租户水票等，以及与工作相关的其它具体职责。
In charge of handling all Hotsos in-houserequests from the O&A tenants.
负责处理所有写字楼、公寓租户Hotsos工程维修申请。
Flexible for thechanges of roles in the department, support the business and meet tenants’expectations.
灵活调整部门角色，帮助企业和客户满足客户的要求。
Closely follow up alltechnical issues and the Hotsoss requests, and check with the tenants’satisfaction.
跟进所有技术问题和Hotsos 工程维修申请，确认租户是否满意。
Follow up with meal coupons requests for OfficeTenant. These requests should be approved by the Manager of Property Operationand should make sure that meal coupons to be enough to for the tenant demands.
根据相关程序为写字楼租户申请餐券，经物业运营经理批准，并应确保餐券足以满足租户的需求。
Follow up with mineral water requests. Theserequests should be approved by the Manager of Property Operation and should make sure that our storeroom has enough bottles tomeet the demands of apartment tenants.
根据相关程序为公寓客人申请矿泉水，经物业运营经理批准，并确保物业部库房有足够的矿泉水供公寓购买。
Answer telephone calls in a professional andpolite manner and ensure that guest contact standards are met during thecommunication with customers.
专业和礼貌的方式接听电话，并确保在与客户沟通时对客联系标准。
Additional responsibilities and tasks can be added at any timeaccording to the needs of the business and of the hotel.
根据业务和酒店的需要，可以随时添加额外的职责和任务。
