Main Duties & Responsibilities

主要职责

§Direct workflow in the Guest Relations Centre by overseeing, prioritizing and reviewing workflow and guidance to team members to meet deadlines and maximize efficiency including team rotation & allocation of duties. Delivering high standards of Guest Services and achievement of budgeted targets.

直接工作于客户关系中心，对部门员工的工作进行监督，优化，同时检查工作流程，亲自指导员工使之达到标准，发挥团队员转及工作分配的最大化效用。提供高标准客户服务的同时，完成预算指标。

§Provide training, supervision and development of Guest Relations team members on a daily basis in terms of resident satisfaction, up-selling, and guest complaint handling. Conduct the induction training of newly recruited AGRM, GRS and GRO.

针对客户满意度，升档销售，处理客户投诉等方面对员工进行每日培训，监督以及拓展。对新进的客户关系副经理，客户服务主管及助理进行入门培训。

§Conduct performance management and where necessary implement disciplinary procedures in line with HR procedures where team members perform below standards or where there are conduct issues.

实行绩效管理，并根据人事流程对员工绩效低于标准或存在问题的情况进行必要的纪律处分。

§Overseeing manpower planning including vacation approval for Guest Services team.

负责人力资源编排进行，包括员工假期安排及批准。

§Establishes and maintains effective internal communication and meetings structures to ensure optimal teamwork and productivity.

制定并保持有效的内部交流和会议制度，以确保最大程度的团队协作和最高的生产力。

§Complete authorization forms for recruitment or purchase orders for own department and actively participate with the recruitment process.

授权对本部门的人员招募表格或采购申请单审核签字，并积极参与人员招募的过程。

§Comply with audit requirements on services level/products/ standards/facilities.

配合执行对服务，产品，标准，设备的审查需要。

§Full utilization of the Guest Relations system ensuring accuracy in use and a range of accurate reports to meet operational needs.

充分利用客户服务的操作系统，正确使用的同时保证其产生的系列报表满足运营的需要。

§Ensure all billing is accurate and AR is collected. Assist Finance Department, as required, in collection AR from customers.

确保所有的账单与其应收钱款一致。 协助财务部门做好客户方的帐款应收工作。

§Interacts with residents/owners in order to provide excellent Guest Services in a timely, efficient and professional manner. Ensure residents/owners’ satisfaction by committing to the highest level of Guest Relations. Deal with all correspondence to residents as required.

与租客/业主直接沟通，以高效，专业的态度及时提供优质的客户服务。确保以最高水准的客户关系赢取租户/业主的满意。根据需要及时处理与之产生的往来通信。

§Regular liaison with Maintenance ensuring maintenance requests are completed quickly focusing on guest needs as a priority. Liaise with Housekeeping to ensure room cleanliness standards are maintained while meeting productivity goals.

定期与工程部联系，确保以满足客户的需求为前提，快速完成维修。定期与客房部联系，在满足生产力目标的同时确保清洁的高标准。

§Ensure administration of department month end closing reporting is completed in accordance with procedures. Manage residents check ins and check outs and amendments.

按照规定按时完成相关的每月报告。对租客入住，退房进行全面管理并及时修正。

§Implement crisis management procedures when required in absence of General Manager/Operation manager.

当总经理/运营经理不在时，根据需要按照标准流程执行紧急情况处置。

§Increase residents’ retention by ensuring their needs are satisfied and documented in order to assist the renewal process. Actively up-sell, cross-sell to generate Guest Services Revenue.

通过记录并满足租客的需求来提升租客的保持力，以协助续租。积极实行升档销售，交叉销售来提高客户服务收益。

§Organizing events for all residents. Coordinates functions and activities with Regional, Area and Corporate staff as appropriate.

定期组织客人活动。根据要求配合开展区域，地区以及公司总部员工的活动。

§Prepares the annual budget, the CAPEX and the manning guide and manages them within budgetary guidelines.

协助制定年度预算，固定资产和人员规划，并管理使其控制在预算内。

§Complete any other duties assigned by your property’s general manager/operation manager.

完成物业总经理/运营经理指派的其他工作。

上班地址：申虹路