job overview 职位概述 Under the general direction of the Guest Relations Manager and within the limits of established InterContinental Hotels Group and local policies and procedures, oversees and directs all aspects of the guest relations function to achieve the highest possible guest satisfaction to current and future VIPs.  Promotes 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.    服从宾客关系经理的全面指示，执行和履行洲际酒店的一些本地相关政策和程序，有计划的协助前台，总机，商务中心和礼宾各个部门的正常运作。发扬企业工作文化的5个重要价值，信任，诚信，尊重，一个团队与服务洲际酒店集团的品牌品质。 At InterContinental Hotels & Resorts ®  we want our guests to feel special, cosmopolitan and In the Know which means we need you to: Be charming by being approachable, having confidence and showing respect. Stay in the moment by understanding and anticipating guests’ needs, being attentive and taking ownership of getting things done. Make it memorable by being knowledgeable, sharing stories and showing your style to create moments that make people feel special. 在洲际酒店及度假村 ® ，我们希望宾客感觉风格独特、时尚现代和深入洞悉，这意味我们需要你： 亲切、充满自信、体现尊重来展现 富有魅力 的你。 理解和预测宾客的需要、做到细心周到、具主人翁精神、把事情办好，保持 专注当下 。 见多识广、分享阅历、展现你的风格来创造令人感觉特别的时刻，做到 令人难忘 。 Duties and Responsibilities 工作职责 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，个人化的重视和提供温馨的服务最大化的满足客人 Ensure Priority Club members consistently receive all benefits, repeat guests and other VIP’s receive special recognition and service 督促和保证所有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。 Prepare monthly report on Priority Club Rewards members. 准备会员的月度报表 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. Perform such functions as to include but not be limited to:       完成以下工作： Priority Club and regular guest welcome letters       会员和普通客人的欢迎信 Solicitation of Priority Club applications       邀请新会员的加入 Attending to special requests by guests       关注客人的特别需要 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 Club room and Club Lounge with the aim to maximum guest satisfaction 提供行政房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。 Oversee the operation in the absence of the manager. 在经理不在的情况下监管整个运作. 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. 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 Compliance to the IHG standards and policies. 确保宾客服务遵从酒店的标准和政策 Performs other tasks assigned by the manager 完成其他分配的工作 Maintain and execute Finance standards and procedures. 遵照所有财务标准工作程序。