• 五险一金
• 节日礼物
• 技能培训
• 带薪年假
• 岗位晋升
• 管理规范
• 员工生日礼物
• 年底双薪

Key Accountabilities:
Guest Support
-Direct contact with Starwood’s most profitable guests to cultivate relationships to ensure these most valuable guests continue to stay with Starwood and increase their loyalty to our brands, therefore increasing revenue
-Review and evaluate all potential guests assigned utilizing the guest list provided to achieve full and effective engagement.
-Work with Coordinator to fulfill the guests’ requests timely and accurately
-Responsible for staying connected with the Ambassador Guests by phone, faxes, emails, text messages, instant messages, etc
-Proactively contact hotels concerning future arrivals of guests in order to ensure proper attention.
-Learn individual preferences of customers and tailor services accordingly. At the same time, ensure that these preferences are updated in appropriate systems
-Proactively contact members to arrange on or off property services or activities for reservations booked through non-CCC channels
-Make appropriate recommendations for leisure travel based on customer preferences, special occasions, offers/promotions
-Work with hotel teams to ensure delivery of services and to resolve any issues promptly
-Exceptionally confirm and secure reservations in sold out situations to see how to make things happen for our most valuable guests
Hotel Support
-Review and evaluate all internal communications with the hotels to ensure flawless execution in order to achieve the desired outcome of stay for guest.
-Working with hotel sales teams to arrange small group meetings or social functions; and other in-hotel meeting and convention services
-Working on Ambassador Liaison files and Customer Service files directly with the hotels in a professional and flexible manner to balance the guests’ interest and the hotels’ benefit
-Handling and follow through on all guests’ inquiries, feedback, compliments and complaints. Cultivate relationships with the hotels to thrive and win along the Starwood Journey

Communication
-Provide constant communication with the guests and custom confirmations of arrangements made for hassle-free travel
-Monitor and support customer travel arrangements and re-arrange in cases of delay, weather, and other disruptions
-Proactively contact customers to introduce our services, solicit information to gain understanding of preferences, and determine contact protocols and ensure it is updated in the relevant systems
-Process special requests in preparation for or during the guests’ stay; coordinate with onproperty concierges, partners, vendors, and other personnel as necessary
-Maintain and continuously update hotel and destination information in order to quickly respond to inquiries
-Act as a liaison for customers and hotels, partners, and vendors
 
 
Guest Development/Growth
-Develop guest profile such as (but not limited to) birthdays, anniversaries, etc.
-Contact guest for special occasion greetings, reminders of upcoming special events, and travel ideas related to their hobbies and interests
-Monitor account activity, status, promotion participation, redemption threshold activity, elite qualification progress, and other details for SPG members
-Assist customers with expected challenges that may occur while traveling including but not limited to: lost/stolen personal property, lost/stolen travel documents, illness while traveling, emergency change of travel plans, contact of family while traveling during natural disasters and other emergencies, etc
-Manage, account for, and appropriately utilize a small “surprise and delight” fund for in and out of stay gestures that deepen customer loyalty, based on learned customer preferences
-Follow Company policy as it relates to work behavior and work performance in order to maintain a productive work environment and good relations with all Starwood Hotels & Resorts staff

Guest analysis/Reporting
-Performance overview – achieve and exceed the required standards.
-Share the guest behavior with the Ambassador Leaders and provide valuable suggestions to gain local market share and knowledge
 
 
Supportive Functions
-Develop working relationship with global Ambassadors and White Plains Headquarters
-Assist with special projects and promotion implementation as required
-Any other duties that may be assigned from time to timeRequirements:
 
 
Requirements: 
College degree or equivalent job experience, excellent written and verbal communication skill in English, minimum standard of TEM-4 or TEM-8 would be an advantageWell versed in Microsoft Word, Excel, internet and email applicationsAbility to work independently and exercise initiative. Strong aptitude for customer service and attention to detailsWilling to take shift duty including weekend and public holidaysPrevious experience with account management or relationship management roles preferredExperience as a Platinum Concierge, Luxury/St. Regis Specialist, Member Services Starwood Preferred Guest, Property Concierge, or Casino Host strongly recommendedGreat passion for Starwood, its brands, and its customersAbility to solicit, organize and recall information about customers especially including their personal preferences and travel profileExcellent decision-making abilitiesExhibits enthusiasm in the work environment; a team player, self-motivator and takes initiativeAbility to listen and understand, speak clearly and distinctly using proper business-level language skills. Ability to communicate via phone, email, text, instant message, fax and manage communications in cooperation with peersWell Versed in Microsoft Office applications including Word, Excel and Outlook
Key Accountabilities:
 
Guest Support
-Direct contact with Starwood’s most profitable guests to cultivate relationships to ensure these most valuable guests continue to stay with Starwood and increase their loyalty to our brands, therefore increasing revenue
-Review and evaluate all potential guests assigned utilizing the guest list provided to achieve full and effective engagement.
-Work with Coordinator to fulfill the guests’ requests timely and accurately
-Responsible for staying connected with the Ambassador Guests by phone, faxes, emails, text messages, instant messages, etc
-Proactively contact hotels concerning future arrivals of guests in order to ensure proper attention.
-Learn individual preferences of customers and tailor services accordingly. At the same time, ensure that these preferences are updated in appropriate systems
-Proactively contact members to arrange on or off property services or activities for reservations booked through non-CCC channels
-Make appropriate recommendations for leisure travel based on customer preferences, special occasions, offers/promotions
-Work with hotel teams to ensure delivery of services and to resolve any issues promptly
-Exceptionally confirm and secure reservations in sold out situations to see how to make things happen for our most valuable guests
Hotel Support
-Review and evaluate all internal communications with the hotels to ensure flawless execution in order to achieve the desired outcome of stay for guest.
-Working with hotel sales teams to arrange small group meetings or social functions; and other in-hotel meeting and convention services
-Working on Ambassador Liaison files and Customer Service files directly with the hotels in a professional and flexible manner to balance the guests’ interest and the hotels’ benefit
-Handling and follow through on all guests’ inquiries, feedback, compliments and complaints. Cultivate relationships with the hotels to thrive and win along the Starwood Journey

Communication
-Provide constant communication with the guests and custom confirmations of arrangements made for hassle-free travel
-Monitor and support customer travel arrangements and re-arrange in cases of delay, weather, and other disruptions
-Proactively contact customers to introduce our services, solicit information to gain understanding of preferences, and determine contact protocols and ensure it is updated in the relevant systems
-Process special requests in preparation for or during the guests’ stay; coordinate with onproperty concierges, partners, vendors, and other personnel as necessary
-Maintain and continuously update hotel and destination information in order to quickly respond to inquiries
-Act as a liaison for customers and hotels, partners, and vendors
 
 
Guest Development/Growth
-Develop guest profile such as (but not limited to) birthdays, anniversaries, etc.
-Contact guest for special occasion greetings, reminders of upcoming special events, and travel ideas related to their hobbies and interests
-Monitor account activity, status, promotion participation, redemption threshold activity, elite qualification progress, and other details for SPG members
-Assist customers with expected challenges that may occur while traveling including but not limited to: lost/stolen personal property, lost/stolen travel documents, illness while traveling, emergency change of travel plans, contact of family while traveling during natural disasters and other emergencies, etc
-Manage, account for, and appropriately utilize a small “surprise and delight” fund for in and out of stay gestures that deepen customer loyalty, based on learned customer preferences
-Follow Company policy as it relates to work behavior and work performance in order to maintain a productive work environment and good relations with all Starwood Hotels & Resorts staff

Guest analysis/Reporting
-Performance overview – achieve and exceed the required standards.
-Share the guest behavior with the Ambassador Leaders and provide valuable suggestions to gain local market share and knowledge
 
 
Supportive Functions
-Develop working relationship with global Ambassadors and White Plains Headquarters
-Assist with special projects and promotion implementation as required
-Any other duties that may be assigned from time to timeRequirements:
 
 
Requirements: 
College degree or equivalent job experience, excellent written and verbal communication skill in English, minimum standard of TEM-4 or TEM-8 would be an advantageWell versed in Microsoft Word, Excel, internet and email applicationsAbility to work independently and exercise initiative. Strong aptitude for customer service and attention to detailsWilling to take shift duty including weekend and public holidaysPrevious experience with account management or relationship management roles preferredExperience as a Platinum Concierge, Luxury/St. Regis Specialist, Member Services Starwood Preferred Guest, Property Concierge, or Casino Host strongly recommendedGreat passion for Starwood, its brands, and its customersAbility to solicit, organize and recall information about customers especially including their personal preferences and travel profileExcellent decision-making abilitiesExhibits enthusiasm in the work environment; a team player, self-motivator and takes initiativeAbility to listen and understand, speak clearly and distinctly using proper business-level language skills. Ability to communicate via phone, email, text, instant message, fax and manage communications in cooperation with peersWell Versed in Microsoft Office applications including Word, Excel and Outlook

万豪国际集团在全球 110+个国家拥有 30 个著名酒店品牌,酒店数量超过5,700 家，且还在继续发展壮大。作为世界知名的品牌，旗下拥有瑞吉、万豪，丽思卡尔顿，豪华精选、W 酒店、威斯汀、艾美、喜来登、福朋酒店，雅乐轩，源宿,Tribute Portfolio等。
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万豪国际大中华客户服务中心—广州海航大厦(Guangzhou Customer Engagement Center简称广州CEC）为万豪国际集团旗下的所有品牌服务，是一个重要的业务渠道和客户接触平台。我们关注的是中国——万豪国际在世界上最重要市场的客户需求。我们的员工主要是通过电话，邮件以及网上聊天会话的方式与客户进行交流互动。通过我们与众不同的服务，让客户在下榻酒店之前就能感受到品牌的魅力，从而建立顾客忠诚度并且扩大万豪国际集团的市场份额。


我们的发展

喜达屋目前在大中华区已有60家酒店投入运营，在未来3年会有另外80多家酒店陆续开业，为了配合集团酒店在中国地区的成长，喜达屋客户服务中心目前正不断扩充人才以支持整个集团的高速持续发展。

中国现已成为喜达屋旗下北美地区之外拥有酒店数量最多的地区之一，也是在美国以外拥有酒店发展规模最大的地区之一。随着喜达屋集团在国内的发展，喜达屋中国客户服务中心作为国内最大的酒店客户服务中心之一将发挥至关重要的作用。

如果您热爱酒店或服务行业，如果您期望在一个国际化的工作环境中得到不断成长并且发挥所长，如果您向往关爱员工的企业文化，请留意我们的招聘信息。

我们提供

完善的福利制度：除国家规定的社会保险，住房公积金，并提供额外的商业医疗保险，覆盖社保医疗的个人自付部分。并在试用期后提供带薪年假及带薪病假，另外每月提供员工人性化补贴。
富有竞争力的薪酬水平：除了合理的基本工资之外，提供令人兴奋的绩效奖励计划。除此之外，根据员工的需要提供轮班津贴，交通补贴，全勤奖金等。
极具成长的发展空间：作为喜达屋在全球最新开业的一家，也是中国地区的第一家客户服务中心，为配合喜达屋在中国的高速增长，客服中心迫切地需要管理及职能部门人员，内部晋升的机制给每一位有潜力的新人带来充足的机遇。作为喜达屋大家庭的成员，你还充分享有集团内部人才交流的平台，你拥有在合适的时机申请到集团的任何一家酒店工作的机会。
先进的培训机制：基于客户对喜达屋的高度期许，我们对培训投入了极大的关注。每位新人将接受为期两个月的在职带薪培训，你将会接触到广泛的酒店预订知识及销售沟通技巧，随着公司和职位的发展，针对性的培训项目也将不断推出。在一个国际化的工作环境中，你的视野及语言能力也将得到极大的提升。
独特的喜达屋文化：喜达屋秉承关爱员工，公平，开放的文化，在这里你可以感受到真诚的沟通氛围，在学习和适应压力和挑战的同时享受充满乐趣的工作体验。
激动人心的特色福利：作为喜达屋的员工，你以及家庭中的直系亲属均可以超值的优惠价格入住喜达屋在中国乃至全球的任何一家酒店。公司同时不断提供各种奖励及机会供员工免费入住旗下的酒店，目的在于使员工获得酒店的亲身入住体验。

如果你有所述的特质，欢迎你投出手中的简历：
1）乐于与人沟通，有志于投身呼叫中心，酒店业等服务性行业；
2）追求卓越，富于献身精神，追求合理的回报；
3）善于管理情绪，乐于自我驱动，能够承受较大的工作压力；
4）富有团队精神，具备良好的英语能力。


官网：http://www.careers.marriott.com.cn/
邮箱：hr.gzccc@starwoodhotels.com


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