job overview职位概述
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.
按照洲际酒店集团标准，在前厅部经理领导下，监督并引导客服中心员工工作，得到优悦行政酒廊成员、重要客人及回头客的认可，竭尽全力让客人满意。围绕致胜之道，增强员工的工作氛围，发扬洲际团队合作精神。
At InterContinental Hotels & Resorts® we want our guests to feel special, cosmopolitan and In the Know which means we need you to:
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：
Be charming by being approachable, having confidence and showing respect.亲切、充满自信、体现尊重来展现富有魅力的你。
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。
Make it memorable by being knowledgeable, sharing stories and showing your style to create moments that make people feel special
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
FINAnciaL RETURNS财务回报
Be familiar with all the special promotions and actively promoted, such as: seasonal package, frequent privilege, and IHG Loyalty programme.熟知所有特别促销活动并积极推销，如：季节性套餐计划、常客优惠计划、各种打包促销以及洲际酒店集团忠实方案。
Properly operate the equipments& facilities, take good care of property sector.正确操作使用工作中的设施设备，爱护部门财产。
Be familiar with the first aid and fire emergency procedures.熟悉急救以及火灾和紧急事故步骤，安全理智地操作设备。
our people 员工团队
Keep good communication with colleagues, other departments and superiors, work better together to offer the memorable stay experience to the guests.和同事之间，部门之间，领导之间，保持沟通，互相信任，合作共赢，给客人提供令人难忘的住宿体验。
Accept colleagues from different countries with different ideas and cooperate effectively.
接受不同文化、不同理念的国家和同事，并有效合作。
Take an active part in department meeting, training; provide suggestion to enhance guest satisfaction.积极参加部门会议、培训，提出有助于改善及提高客人入住满意度的建议。
Guest experience宾客体验
Greets all guests at all times in a friendly and helpful manner and attempts to learn and use guest’s name at every opportunity.随时以友好和乐于助人的态度迎接客人，并尽量了解和称呼客人的名字，给客人宾至如归的归属感。
Collect guests’ profiles to acknowledge their favour on food, beverage etc.收集客人的资料，尽可能多的掌握客人的信息，了解他们对食物、饮料的喜好；以及他们对房间的特殊要求。
Anticipate guests’ needs and resolve in advance.预测客人的需求并在其提出之前给予解决。
rESPONSIBLE BUSINESS 企业责任
Introduce occupational health and hygiene responsibility consciousness of rules and regulations, ensure that all procedures are carried out in accordance with the safety guidelines.引入职业健康和卫生责任规章制度意识，确保所有的程序都按照部门指导方针安全执行。
Strengthen the sense of responsibility，abide by the professional health and life safety legislation.加强责任意识，遵守职业健康和人生安全相关的立法、规章制度。
aCCOUNTABILITY 责任范围
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.通过对员工业绩的认可，提升员工工作热情，监督宾客服务中心员工的工作，在重要客人以及回头客抵店至离开酒店期间，为他们提供个性化服务，竭尽全力让所有重要客人满意。
Ensure all VIP’s, returning guests and IRC members consistently receive all benefits, special recognition and service.监督宾客服务中心员工工作，确保优悦行政酒廊成员，回头客及重要客人能获得最大利益，并能受到特别的关注优质的服务。
Review all expected arrivals on daily basis, and to pre-select IRC enrolment targets and ensure maximum qualified enrolments are achieved.每天查看预期到达客人清单，提前选出预期到达的优悦行政酒廊成员，并最大程度的确保所有预期。。
Inspects all pre-assigned rooms for VIP’s, returning guests and IRC members prior to arrival. 在重要贵宾到达前，提前检查优悦行政酒廊成员及重要客人房间。
Greet all VIP’s, returning guests and IRC members personally. 单独迎接重要客人，优悦行政酒廊成员及回头客。
Liaise with other departments and necessary outside contacts to ensure excellent service delivery. 与其他部门保持合作，与必要外界部门保持联系，确保为客人提供优质服务。
Oversee maintenance of all VIP’s, returning guests and IRC members history system. 维护回头客档案系统。
Promote Inter-Hotel sales and in-house facilities. 促进酒店内房间及设施的销售。
Perform such functions as to include but not be limited to: 完成下列职责但不仅仅局限于此：
All VIP’s, returning guests and IRC members welcome letter. 所有重要宾客，回头客以及优悦会成员的欢迎信。
Active solicitation of IRC applications. 接受优悦会成员的申请。
Recognize, attend and follow up to special requests by guests. 辨别，满足并跟进客人的所有特殊需求。
Develop and implement guest telephone contact systems.发展和实施客人联系方式。
Handle guest complaints and refer them as necessary, follows up on corrective action. 处理客人投诉，在必要时为客人提供咨询，以正确的行动去跟进。
Compile, analyze and control guest relations’ costs. 汇集，分析并控制顾客关系成本。
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. 定期计划并参加优悦行政酒廊及重要客人鸡尾酒会和必要社交活动，进一步提高服务。
Review arrival lists for arrivals of all VIP’s, returning guests and IRC members to check room allocations, amenities, and special requests. 查看优悦行政酒廊成员及重要客人到达清单，查看房间分配，房间内设施，及客人特殊要求。
Prepare requisitions for amenities on a timely basis. 及时在房间里准备令客人愉悦的物品。
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. 全面负责对优悦行政酒廊成员，重要客人，及回头客的服务，尽量让客人满意。
Organize and conduct regular meeting related to guest recognition to facilitate communications and smooth operations. 定期组织有关优悦会政酒廊活动的会议，以便更好的交流，及确保工作正常运作。
QUALIFICATIONS AND REQUIREMENTS任职要求
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.
拥有在与他人交往时大多数时间所使用的沟通技能；完全代表酒店，品牌和公司与顾客，员工和第三方交往的能力。
Able to read and write English.能够读写英语。
Proficient in the use of Microsoft Office and Front Office System.熟练使用微软办公软件和前台系统。
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.此职位描述所陈述的只是该项工作的核心内容和主要层面，并非所有职责或资历要求。
