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【岗位职责】 Job Responsibilities
1、全面负责宾客服务中心的日常运营管理，确保服务质量符合品牌标准。
Fully oversee the daily operation and management of the Guest Service Centre to ensure service quality complies with Banyan Tree brand standards.2、监督并优化宾客服务流程，处理客户投诉及特殊需求，提升客户满意度。
Supervise and optimize guest service processes, handle guest complaints and special requests, and enhance guest satisfaction.3、管理并培训宾客服务中心团队，制定排班计划，确保服务响应及时。
Manage and train the Guest Service Centre team, develop staffing schedules and ensure timely service responses.4、协调与酒店其他部门（如客房、餐饮、礼宾）的联动，高效解决宾客入住、离店及住中问题。
Coordinate cross‑departmental collaboration with Housekeeping, Food & Beverage, Concierge and other departments to efficiently resolve guest issues during check‑in, check‑out and in‑stay periods.5、定期分析宾客反馈数据，提出服务改进方案并推动落地实施。
Regularly analyze guest feedback data, formulate service improvement plans and drive their effective implementation.【岗位要求】 Job Requirements
1、 至少 5 年奢华品牌酒店前厅或宾客服务中心管理经验。
A minimum of 5‑year management experience in the Front Office or Guest Service Centre of luxury‑brand hotels.2、 具备卓越的沟通能力、管理能力与危机处理能力。
Possess excellent communication, management and crisis‑handling capabilities.3、 英语听说读写能力熟练，会其他语言者优先。
Proficient in English (listening, speaking, reading and writing); additional language skills are preferred.4、有奢华酒店工作经验者优先考虑。
Prior working experience in luxury hotels is preferred.
国际联号工作经历：优先语言能力：英语-熟练计算机能力：熟练
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酒店业--国际高端酒店/5星级
100-499人
中外合营(合资．合作)
关于上海外滩悦榕庄About Banyan Tree Shanghai On the Bund都市里的桃源生活倚枕黄浦江畔，将极富历史韵味的外滩风光、摩登现代的陆家嘴贸易区美景尽收眼底。与此同时，凭借追求细节完美却又不露痕迹的贴心服务，营造出置身于世外桃源般的度假体验。首创都市度假 打造城市绿洲环抱老上海历史风情的外滩风光，与陆家嘴金融贸易区鳞次栉比的摩天高楼和外滩的万国建筑隔江相望，尽享至尊地理位置和独特的人文景观。In the sprawling metropolis of Shanghai is one of the world's largest cities, with a vibrant urban life, impressive skyline and rich culture. Right in the middle of all this, on the bank of the Huangpu River, lies Banyan Tree Shanghai On The Bund, an urban retreat in the city's most scenic location. If you are on a ride for a world of adventure, Banyan Tree Shanghai is where to stay, where the city's electrifying attractions are just within your reach.关于悦榕集团About Banyan Group悦榕集团成立于1994年。从单一奢侈品牌发展到如今多元化的产品组合，悦榕集团是一家独立的全球酒店公司，肩负着这样的使命：我们的旗舰度假村坐落于一处经过修复的锡矿旧址之上，自开业起便为集团未来多年的发展方向奠定了基调。自此，我们始终专注于打造具有变革意义的旅程，并积极推动负责任的旅游，使我们在包容性增长与可持续发展领域成为先行者。悦榕集团已累计斩获超过3,000项行业奖项，并荣登《Travel + Leisure》全球酒店品牌排行榜前25强。我们的酒店及度假村屡获殊荣，这充分认可了团队在提供卓越服务、带领旅行者探索世间最令人叹为观止的胜景方面所做出的不懈努力。展望未来，我们的核心关注点始终坚定不移。我们通过所有产品与服务推动身心灵的健康——从我们的康养圣殿到全新推出的Beyond应用程序，同时通过“Stay For Good”项目将可持续发展理念贯穿始终。Banyan Group was founded in 1994. From a single luxury brand to the diverse offerings we have today, Banyan Group is an independent, global hospitality company with a purpose：Our flagship resort launched at the site of a remediated tin mine, setting the Group's direction for years to come. Since then, our focus has remained on creating transformative journeys and driving responsible tourism, making us a trailblazer for inclusive growth and sustainability. Accumulating over 3,000 industry awards, Banyan Group proudly sits among the Top 25 Hotel Brands in the World according to Travel + Leisure. Our hotels and resorts have received numerous awards in recognition of the team’s commitment to delivering service excellence and introducing travelers to the most awe-inspiring corners of the world.As we forge ahead into the future, our key focus remains steadfast. We drive wellbeing through all our offerings, from our Wellbeing Sanctuaries to our brand new app Beyond, while embedding sustainability through our Stay For Good programme.
