招聘宾客关系主任Guest Relations Officer_上海明天广场有限公司JW万豪酒店（国际五星）招聘信息-最佳东方

MAJOR FUNCTION AND RESPONSIBILITIES主要工作职责:

To assist the Guest Relations Manager in all aspects relatedto the front desk. Ensure all areas in Front Office are covered by sufficientmanpower at any time.The GuestRelations Officer also needs to provide a high quality guest services. He/shemust be knowledgeable with front desk daily operation routine, should be capableof handling basic complaints and problems to the guest's satisfaction. 协助宾客关系经理处理相关前台事务,在任何时间都要确保前台各个区域有足够的服务人员。宾客关系主任本人必须提供高质量的服务给客人,同时必须知晓前台每天营运程序.必须有能力处理基本的投诉并让客人感到满意.

Dutiesand responsibilities include职责包括:

Daily Airport Pick Up In room check in process; Groupairport pick up and on bus check in process; Daily arrival VIP room assignmentand welcome amenities preparation; Daily arrival guest Marriott reward membershipspre-check and management; Daily in house guests’ birthday amenitiesarrangement; Daily lobby visibility; Create relationship with guests and pushGSS score; Maximize MRW program enrollment; Coordinate with both internal andexternal customers; Provide information service and up-sell hotel outlets;handle basic guest complain and solve problems, 每天接机并带客人进房间办理登记手续。团队接机并在车上办理登记入住手续。每天安排贵宾房间及预备欢迎礼品。每天为到店的万豪礼赏会员核实登记。每天为当天过生日的驻店客人表示祝贺及安排生日礼品。每天在大堂范围内与客人沟通，解决问题并创造良好的人际关系来提高客户满意度。最大限度的协调内部各个部门之间的关系及酒店与外部顾客的关系。提供服务信息及销售酒店的各个附属产品及餐厅。掌握基本客人投诉并解决问题.

Minimum requirements最低要求:

Previous experience as a Guest Relations Officer/Front DeskAgent experience. Additional languages skill is appreciated for this position.The employee must become knowledgeable of all hotel information to be able toanswer any guest questions as well as all general information concerning thehotel’s operation to be able to accommodate, answer, and recommend guestinquiries. 先前有经验的宾客关系主任/有经验的前台员工。额外的语言技巧担当这个位置。员工必须了解整个酒店的信息为了能够准确的为客人提供帮助并顺应客人的要求，解决客人的询问。

SPECIFICDUTIES职责细分:

1. Ensure allStandard Operating Procedure and Local Standard Operating Procedures areadhered to and carried out. 遵照所有的标准营运程序及本地标准程序来执行工作。

2. Meeting and escortingguests to their rooms and provide in room check service when required.当有需要时，带领客人进房间提供房内入住登记服务。

3. Knowing allduties and responsibilities of daily front desk operation; support front desk associate efficiently whenever required. (Including the BusinessCentre.) 了解前台每天的营运步骤，无论何时都支持前台有效的完成工作.(包括商务中心)。

4. Being professional with daily hotel operation and offer manning supportto other related section or department when required. 了解酒店每天正常的营运步骤，并当有需要时为其他相关部门提供服务支持。

5. Check and ensurethat all tasks stated on the GRO’s daily operations checklists, are completedbefore the end of each shift. 遵照宾客关系主任每天的工作程序执行工作并按时完成工作。

6. Provide interpreter service upon required situation. (Escort guest tohospital for doctor service. Escort guest to Police office when needed. VIPCity Tour guide service, etc.) 视实际情况提供恰当的宾客服务(例如，陪同客人去医院看医生；当有需要时陪同客人去警局；为贵宾当向导等等。)

7. Ensure all VIPwelcome packets are properly prepared according to the hotel’s standard and VIP rooms are assigned and checked prior to the VIP’s arrival per personalized request. 按照酒店的标准为所有的贵宾准备欢迎礼物。安排所有的贵宾入住房间并在入住前按照贵宾的个人要求做好一切安排准备工作。

8. Issue the amenity forms to Room Service and ensure the amenities were delivered toroom together with GM welcome card prior to the VIP’s arrival. 为客人安排入住时房间内的特殊礼品，填写相关申请单并与客房送餐部协调确保所有的礼品及总经理迎宾卡在贵宾到店前于客房内摆设完毕。

9. Ensure all working public areas are cleaned and tidy at any time.(Includes both lobby level.)在任何时候都要确保所有的工作公共区域都干净整齐。

10. Ensure hotel’sproperties, department’s equipment are handled with care by all associates andused according to proper procedures at all times. 确保酒店各个部门的员工正确的使用，保管酒店的财物及各部门的工作设备。在任何时间都要按照规定程序来操作。

11. Dailyarrival guest Marriott reward memberships pre-check and management. Maintainand control guest’s profile. 每天提前为即将到店的万豪礼赏会员管理好他们的会籍资料并确保系统内客户资料准确无误。.

12. Groupairport pick up and coordinate with group organizer, provide on bus check in service. 团队接机时宾客关系主任就是与整个团队的组织者进行协调并提供在车上登记入住的服务。

13. Dailyin house guests’ birthday and other amenitiesarrangement. 每天为当天过生日的客人表示祝贺及安排礼品。

14. Dailylobby visibility and communicate with guest, collect feedback and create relationships. 每天大堂的范围内主动与客人沟通，收集反馈意见并创建良好的宾客关系。

15. MaximizeMRW program enrolment upon any contact with guest. 争取尽可能多的发展万豪礼赏会员。

16. Coordinatewith both internal and external customers. Build relationship with otherdepartments and improve harmony working atmosphere. 与酒店内部各个部门沟通协调好前厅工作，与外部宾客沟通协调好前厅工作。与酒店内其他部门建立良好的协作关系并创造良好的合作环境。

17. Handle overbooked situations with GRM and offer relocationescorting service. 在满房或预订过度的情况下，协助宾客关系经理完成宾客安置工作。

18. Knowing how to handle emergency procedure.在紧急情况下知道如何按照准确的程序来处理工作。

19. Cross sell hotel outlets and maximize hotel revenue. 帮助销售酒店各个其他部门并最大化酒店利润。

20. Handling of guests’ request and complains; taking ownership of guests’ feedback.Correspond with guest and handle the complaint if possible.帮助解决客人的需求及投诉，收集客人意见反馈并亲自作出回应。在可能的情况下，协调并解决客人的投诉。

21. Any other dutiesas may be assigned from time to time.另有其他职责将会视实际情况补述。

万豪国际酒店集团包容多元化文化背景，承诺给每一个雇员一个平等的工作机会。Marriott International Inc. is an equal employer committed to employing a diverse workforce.上海明天广场JW万豪酒店是万豪国际集团旗下的顶级品牌，酒店地处繁华商业中心，信步即达多处著名休闲景点。旨在以其先进的设计理念，豪华的装饰设备，为每位商务客人及旅游者提供至善至美的服务。六十层高的明天广场，是由333间豪华客房的JW万豪酒店，及裙楼内20,000平方米的商业中心组成。作为浦西最高的酒店之一，明天广场已经成为上海及周边城市瞩目的地标性建筑。As mainland China’s first JW Marriott brand and Marriott International’s flagship hotel in the region, the luxurious 5-star JW Marriott Shanghai is located in the heart of Shanghai’s commercial and shopping district and within easy reach of the city’s many leisure attractions. The JW Marriott Hotel is an integral part of a 60-storey multi-use development called Tomorrow Square, which comprises of the 333-room hotel, and 20,000 square meters of commercial space. The complex has established itself as one of the tallest hotels in downtown Puxi and is a much talked about landmark in Shanghai and its neighboring cities.上海明天广场紧邻人民公园，人民广场，以其无与伦比的优越地理位置，使客人尽享高架桥及地铁的便利交通。Situated in Shanghai’s prime and prestigious Tomorrow Square location, adjacent to People’s Square and People’s Park, the JW Marriott Shanghai is within easy access to all major highways, public transportation systems and the People’s Square subway.酒店共有豪华客房333间，位于明天广场41层至59层，每个房间都可从不同角度享受城市美景。行政楼层位于酒店59楼，除可一览城市美景外，客人还可在此享受早餐，全天候精美茶点和晚间鸡尾酒，并可使用位于酒店60层，被吉尼斯世界纪录评为“世界最高“的图书馆。38楼至40楼的每间餐厅及酒廊为客人提供丰富的饮食、娱乐之选，并可同时俯瞰全城美景。位于酒店7楼的“泳池畔”风格简洁而时尚 - 室内游泳池在美丽玻璃房内，四季恒温，而又充分享受阳光温暖。室外空间休闲放松，同时可一览人民公园绿景。333 hotel guest rooms and suites are located between the 41st to 59th floors, all offer magnificent city views from different perspectives. The Executive Lounge is tranquilly located on the 59th floor serving breakfast, all-day refreshments and evening cocktails. Executive Floor guests have exclusive access to the 60th floor Library recognized as the “Highest Library in the World” by Guinness World Records.Six award-winning restaurants and lounges located between the 38th to 40th floors all affording spectacular panoramic views of Shanghai. The hotel also features a rooftop oasis, including a stunning indoor lap pool as well as a beautiful outdoor curvaceous leisure pool that overlooks the People’s Park greenery.