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工作目标
帮助客人并保证客人在酒店入住期间感觉舒适和留有美好的回忆。
主要职责
1.负责日常岗位的组织工作。
2.热忱欢迎引领贵宾,并且使其在入住期间感到满意舒适
3.根据年度指标向客人推荐雅高集团忠诚计划方案
4.照看所有参加问卷调查栏目的客人,并且回信给那些已经提交问卷的客人,把客人所带来的信息反馈给相关部门。
5.回答并且处理相关的投诉和帮助。
6.如果有可能对每位客人提出每一个要求都要提供礼貌和高效率的服务和帮助。
7.礼貌友好的问候客人。
8.引领客人到房间并向客人介绍饭店的设施。
9.推销饭店的餐厅并为他们提供预订服务。
10.检查并确保为重要贵宾所预分的房间已经就绪,所有的小礼物在客人抵达前已经放入房间。
11.确保大堂和工作区域始终保持整洁。
12.协助礼宾部,服务中心,行政楼和前台以保证他们的运营都顺利。
13.承担其他的工作。
岗位要求
国籍要求:外籍人员
学历要求: 大专以上学历,服务专业或旅游管理专业;
工作技能: 大学英语,擅长Opera 或 Fidelio 的操作,应用Microsoft Office 软件;
个人素质: 积极敬业,工作认真细致;
个人能力: 具备较强的沟通,协调能力及团队合作精神。
Job Objective
1.To handle, assist, and look over all guests to ensure guest satisfaction and loyalty.
2.Main Responsibility
3.Responsible for daily operations of the Guest Relations section
4.The Guest Relation Officer is responsible for
5.Welcoming and escorting VIP guests and ensuring their stays are comfortable
6.To promote the Accor loyalty program to the guest according to the yearly target.
7.Monitoring and looking after the Medallia Guest Online Questionnaire (overall scores, reply back to guests who participated on the survey, distribute guest comments to concerned department.
8.Acting as the center for Guest inquiries, complaints, and any assistance required
9.Provides courteous and efficient service and if possible to comply with every guest request.
10.Greet and Welcome guests in a courteous and friendly manner.
11.Conduct In-room check in for all VIP guests
12.Promotes the hotel outlets and offer to make reservations for them.
13.Checks and ensures that all room amenities and facilities are set up for VIP guests, and make sure that VIP treatments are accurately executed.
14.Ensures that the lobby and work place is kept clean at all times
15.Assist Concierge, Service Centre, Executive Floor and Front desk to ensure smooth operations in the lobby area
16.Assumes other duties as delegated from time to time
17.Specific Requirements
NATIONALITY: Foreigner
EDUCATION: College education, major in Hospitality or Tourism management or other related majors.
SKILLS: College English level, familiar with Opera or Fidelio system, be good at Microsoft Office.
QUALITY: Enthusiasm in work, carefulness
ABILITY: Good communication and coordination ability, and good team spirit.