【客務部】賓客關係接待 Guest Relations Officer

1. 擔任酒店與賓客之間的橋樑，於客人抵達、入住、在住與退房期間，提供個性化且高效的接待與服務體驗。
2. 主動迎接VIP與IHG會員，安排入住事宜並提供專屬關懷，如客房升等、歡迎禮與特殊備品確認。
3. 掌握客人喜好與過往入住紀錄，針對常住客與長住客人提供貼心問候與量身打造的入住體驗。
4. 處理現場顧客反映與建議，於第一時間內協助解決問題，並妥善記錄回報以利後續追蹤。
5. 主動於大廳、早餐區或公共區域與客人互動，蒐集即時意見回饋，強化現場服務感知。
6. 支援前台於高峰時段進行入住、退房或接待作業，維持順暢流量與服務品質。
7. 熟悉IHG忠誠會員制度與賓客關係政策，協助推廣品牌活動並強化會員體驗。
8. 定期彙整賓客回饋與客訴資料，分析趨勢並提供建議給部門主管以優化服務流程。
9. 協助準備VIP入住清單、迎賓信件、特別備品與關懷卡片，確保個別賓客需求被尊重與滿足。
10. 與房務部、餐飲與禮賓等單位密切合作，確保每位客人旅程環節順暢銜接，提升整體滿意度。

Operations & Guest Experience
Act as a liaison between the hotel and guests, delivering personalized and seamless service throughout the guest journey – from arrival and check-in to in-house assistance and check-out.
Welcome VIPs and IHG members with professionalism, ensuring their preferences and benefits such as upgrades, amenities, and welcome gestures are proactively delivered.
Maintain guest history and preferences to provide tailored experiences, especially for repeat and long-stay guests.
Handle guest inquiries, feedback, and complaints on the spot with empathy and efficiency, documenting and escalating when necessary.
Engage with guests in the lobby, breakfast area, and public spaces to gather real-time feedback and foster rapport.
Support the front desk during peak hours to facilitate smooth check-in/out processes and maintain service quality.

Administration & Responsible Business
Demonstrate full knowledge of IHG loyalty programs and guest relations initiatives; actively promote membership engagement and hotel offers.
Consolidate guest feedback reports and service recovery logs; analyze trends and collaborate with leadership to enhance guest service strategies.
Prepare VIP guest lists, welcome letters, special requests, and amenities, ensuring each element aligns with guest expectations and brand standards.
Coordinate with Housekeeping, F&B, and Concierge teams to ensure consistent guest satisfaction across all touchpoints.

Accountability
This role reports to the Front Office Manager and is responsible for ensuring a high level of guest satisfaction, especially among VIPs and loyal customers. The Guest Relations Officer must embody the IHG brand values, offering proactive service, clear communication, and personalized care to build lasting guest relationships.