Guest Relations Officer empowers the Front Office team to create efficient, accurate, and memorable experiences for hotel guests. They are responsible for increasing recognition to our 1865 loyal members and ensuring their data in PMS and CRM are accurate. They are key person to monitor and achieve the NPS target

宾客关系主任 授权前厅团队 为宾客创建高效、精确而且难忘的服务体验。他们负责增加识别我们的1865忠实会员和确保他们的相关数据在PMS和CRM是准确的。他们是监管以及推动NPS分数达到目标的关键岗位。

1. Have thorough knowledge of the Langham loyalty programs and hotel operating systems.
透彻了解朗豪尊贵会员项目以及酒店操作系统。

2. Ensure 1865 members receive recognition and their room and amenity preferences are fulfilled.
确保 1865 成员得以识别 以及他们对于房间和舒适的偏好是能够实现的。

3. Work with and train colleagues to ensure brand and hotel standards are met.
通过培训让我们的同事都能达到品牌及酒店的标准。

4. Communicate with other departments to ensure guest requests are satisfied.
通过与各部门之间的紧密合作确保客人的需求得到满足。

5. Handle dissatisfied guests to resolve complaints and identify processes which may have caused the issue.
解决处理宾客的投诉从而了解并识别造成此类问题的程序问题。

6. Demonstrate honesty, reliability, ethics, and professionalism. Demonstrate consistency between words and behaviour.
表现出诚实，可靠，有道德的敬业精神，并保持言行举止的一致性。

7. Attend to all guest enquiries and complaints in a helpful and professional manner.
用乐意和专业的态度对待客人所有的问询和投诉。

8. Understand their role in an emergency situation in the hotel.
理解在酒店遇到紧急情况时应充当的角色 。

9. Attend assigned training sessions on time and as scheduled.
依照安排准时参加培训课程。

10. Ensure attendance to work is on time as scheduled.
按照班表安排准时上班。

11. Be familiar with hotel facilities & services, hotel room configuration, all special rates & programs.
熟悉酒店设施和所提供的服务，酒店房间形态，所有优惠价和促销活动。

12. Be familiar with the hotel’s rewards programs 1865 and Langham Supper Club.
熟知酒店 1865 会员奖赏计划和 Langham Supper Club 。

13. Understand and receive certification of all Standard Operating Procedures in SOP Circle.
了解 掌握 并得到所有相关标准操作程序的认证。