宾客关系经理 Guest Relation Manager
6千-8千
投递简历
发布于 18:04
宾客关系经理 Guest Relation Manager
6千-8千
昆明 | 2年以上 | 本科 | 招1人
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作为酒店高级管理层的代表,宾客关系经理要负责处理客人的问题和投诉。在处理这些情况的时候,宾客关系经理要运用自己的聪明才智和外交手腕在酒店组织政策许可的范围内处理好这些问题。

宾客关系经理要负责贵宾的迎领工作。要确保贵宾抵达酒店时感觉舒适并受到了热情的欢迎。

每日核查贵宾抵店清单、在住清单及离店清单,在入住前为贵宾准备好欢迎信和入住礼物,问候在住的贵宾以及向即将离店的贵宾道别。

负责在抵达之前发掘贵宾的详细信息、偏好以及习惯,并且与相关接待大使分享信息以创造定制化服务的体验和个性化的欢迎。

宾客关系经理要对酒店的服务标准、设施设备、餐厅的营业时间及服务范围了如指掌。 

快速响应客人的询问以及需求并且迅速进行处理。 

灵活运用索菲特问题解决技巧和大使授权,为客人带来“精彩绝伦”的入住体验。

负责给客人拨打关怀电话收集客人的偏好和有效建议以创造定制化服务的契机,进一步发展酒店的服务水平提升宾客体验。

观察客人的日常行为和活动习惯,消除客人的不满并且同客人建立起友好的关系。

与每一位社会团体客人和贵宾在离店时道别。

通过细致入微的管理,改善酒店的运作,特别是在提高服务标准,增加酒店收入及减少损失方面。

指导、控制并协调各夜间运做部门并确保这些部门的运做正常。 

执行夜审操作并确保夜审流程顺利进行。

确保夜班报表的准确性, 检查夜班报表并签字确认. 确保前台员工准确发送报表。

在夜班时如发生特殊事件,应为客人,员工或非住店客人准备事件报告,详细记录在当班期间发生的特殊事故对个人或酒店产生的损失。

确保严格遵守酒店的各项规章制度,确保夜班安防大使工作正常,尤其注意避免夜间偷窃行为的出现。 

确保清晨退房高峰期的正常运做以及所有宾客交通车辆安排就绪。

宾客关系经理要始终密切关注酒店的运作和最新发生的所有事情。当班期间,必须不断巡视酒店的各公共区域和各个部门,令员工时刻意识到你的存在。              

每天早/晚需要负责进行整个酒店的安全和设备例行检查工作。 

负责解决当班期间发生的安全问题。

宾客关系经理要负责监督防火和紧急事件的预警程序,在当班时一旦发生火灾或紧急情况要向酒店的高级管理人员报告。

确保所有的员工之间及酒店的各个部门之间保持良好的沟通。

负责客房保险箱的控制及解锁。

负责与相关部门见证酒店提供的失物招领服务,并且与客人沟通确认归还细节,必要时提供打包邮寄服务。 

宾客关系经理要负责监督酒店大使及时准确地完成本职工作。

确保完成酒店管理系统报告的准备工作。 

确保各个班次交班记录上需要沟通协调的事项的完成。              

及时与保安部联系协调有关任何不正常的事件或部分不受欢迎的客人的调查。 

负责及时向下一个班次的宾客关系经理交接班,并简要介绍需要落实的注意事项。

如果是高级管理层需要或者日后可能需要注意的事情,要如实地记录在宾客体验经理的工作日志上。             

通过培训熟练掌握酒店管理系统和电子门锁系统。 

严格遵守酒店的规章制度和员工手册。

完成质量及宾客体验总监和高级宾客体验经理分配的其它工作。

必须作为索菲特价值、品牌标准和仪容仪表的优秀典范。

以不同的渠道与酒店团队成员有效地沟通。

使用符合集团文化的行为并且尊重及灵活地对待每一位客人和同事。

识别和处理可能导致跨文化冲突或误解的问题。 

支持营运并且协助完成团队成员和顾客满意的目标。 

运用积极的方式与团队成员互动来确保奢华的顾客体验。

问候和慷慨地帮助所有的顾客和同事,并且总是主动提供协助。 

所有大使在工作中都被要求遵守直接主管所发出的一切合理要求,并且遵循、完成工作。 

当涉及到商业层面时大使须签署酒店内相关其他责任。

As a representative of Senior Management, Guest Relationship Managers (hereinafter referred to as GRMs) will be called upon to deal with guest problems and/or complaints. In dealing with these situations, the GRMs must ensure that they use tact and diplomacy and remain within the organizational policy in rectifying these situations.

GRMsare responsible for receiving and escorting all VIP’s and ensuring that they feel comfortable and welcome on arrival to hotel.

Checks daily Arrival List, In House List and Departure Listof VIPs, prepare welcome letter and VIP amenities before check-in, greets in house VIPs and bid farewell to the departure VIPs. 

Responsible for excavating VIPs’ detailed information, preferences and habits before arrival, and share this information with relevant Ambassadors to create Cousu Main experience and personalized welcome.

GRMs are completely aware of all hotel services standards, facilities, outlet operating hours and scope of service. 

Quick response of guest’s inquiries and requests and take action accordingly. 

Bring in “Be Magnifique” experience to the guest through flexible apply of Sofitel Problem Solution skills and Ambassador Empowerment.

Responsible for making courtesy calls to the guest and collecting guest preference and useful comments to create opportunities of Cousu Main, further to develop hotel service level and enhance guest experience

Oversees the habits of guests and VIPs, capable of resolving any guest complaints and to establish an amicable relationship with guests of the hotel.

Bid farewell to every corporate guest and all VIPs upon their departures.

Through close supervision, recommends improvement in operation, especially in the aspects of developing better service standards, increasing revenue and reducing loss.

Direct, control, and co-ordinate activities of all the areas in operation at night and ensure that these activities are properly carried out.

Execute night audit on time and ensure that the night audit process running successfully.

Ensure the accuracy of night reports, check and sign for acknowledgement and make sure the Front Desk Agent distribute all the report correctly.

Prepare reports on incident to guests, employees and non-hotel guests, as well as reports of loss and /or damage to persons and properties inside the premises during the night.

Ensure enforcement of all house rules, policies and regulations; specifically ensure that the Security Department Ambassadors carry out their duties correctly.  Extra care should be given to the prevention of pilferage of hotel property.

Ensure a smooth operation at the peak hour of checking out in the early morning and make sure ofall transportation arrangement for the guests are in accurate order.

GRMs are constantly aware and “up-to-date”of all happenings and operations within the hotel. It is vital that you have an obvious presence throughout the hotel, and be visible and moving through public areas and departments continually whilst on duty.               

Responsible for security checks of the hotel and its equipment on a regular basis day and evening.

Responsible for attending to, resolving or acting upon any alarms or security breaches that may occur.

GRMs are responsible for oversee fire and emergency prevention procedures and for contacting Senior Management in case of a fire or emergency occurred whilst on duty.

Responsible for ensuring clear and constant communication lines are kept with all staff and hotel departments. 

Responsible for the controlling and unlocking of guest room safe deposit box.

Responsible for the witness of Lost and Found service with relevant departments, and communicate with guest for the returning details, offer the parcel post upon guest request when necessary.

GRMs are to ensure and oversee that all the hotel Ambassadors whose shift procedures and duties are completed on time and are procedurally correct.

To ensure that PMS reports are done as scheduled.

To ensure that on-going terms of relevant logbook communication to other shifts is done. 

Co-ordinate with the Security Department for the investigation of irregularities and undesirable guests.

Responsible for the timely hand-over, briefing by outgoing/in coming GEM on items to be followed-up.

Maintain an accurate record in the GRM logbook of items and incidents which may be of concern to Senior Management and /or which may require further attention.

To handle a comprehensive knowledge of hotel’s Property Management System (OPERA) and Key Card System (Vingcard) through system training. 

Responsible for adhering to hotel staff rules and regulations as detailed in hotel’s staff handbook.

Assumes other missions as assigned by the Director of quality and Guest Experience and Senior Guest Experience Manager.

Must be an example of the Sofitel Values, brand standards, and a champion of grooming and appearance guidelines.

Effectively communicate to hotel team members using many varied channels. 

Treat customers and colleagues from all cultural groups with respect and sensitivity.

Identify and deal with issues which may cause cross cultural conflict or misunderstanding.

Support operations and assist in achieving team member and guest satisfaction goals.

Interact in a positive way with all team members to ensure a luxury guest experience.

Greet and be generous to all guests and colleagues and always willing to offer assistance.

All Ambassadors are required to comply with every reasonable request from their hierarchical supervisor(s) within an amount of time that it takes to comply under normal circumstances. 

All Ambassadors may be assigned to other duties in the hotel as and when required by business levels.

  


其他要求
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
现居地:昆明
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公司地址
云南省昆明市西山区环城南路777号
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职位联系人
Chloe LI
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  • 酒店业--国际高端酒店/5星级
    行业
  • 100-499人
    规模
  • 股份制企业
    企业性质
Sofitel Kunming is located in Kunming, capital city of Yunnan Province, P. R. China and known as the 'Spring City' with a pristine enviroment and pleasant, mild weather throughout the year. 昆明索菲特大酒店位于中国云南省省会城市昆明,四季如春的气候及淳朴的自然人文环境让这座城市历来享有“春城”美誉。The hotel, housed in the 50 Floor KISC Edifice multiuse high-rise tower (Offices, Hotel, and Retail) includes; 397 guest rooms and suites, Club Millesime, 3 restaurants (Kwee Zeen International Restaurant, Le Chinois Chinese Restaurant and LAN Restaurant), 2 bars (Lobby Bar and Voyage), Inspired Meeting™ (780m2 Ballroom, 380m2 Multi-function room, 8 meeting rooms), So Spa, So Fit and Indoor Swimming Pool. 位于昆钢大厦(多功能物业建筑,包括写字楼、酒店及零售商店)的昆明索菲特大酒店共50层,拥有397间客房及套房、行政楼层、3个餐厅(Kwee Zeen国际餐厅、云轩中餐厅及澜餐厅)、2个酒吧(大堂吧及悦吧)、灵感会议(780平方米大宴会厅、380平米多功能厅及8个会议室)、So Spa水疗中心、So Fit健身中心及室内泳池。昆明索菲特大酒店公开招聘时,从未授权任何中介机构进行代招,所有职位均是酒店直接招聘,并且均是按照国家相关法律法规,并通过正规渠道进行招聘,不以任何形式向应聘者收取押金、体检费、证件等,请大家提高警惕。酒店指定招聘电话号码:0871-6863 8108(直线)/0871-6863 9888-7120,招聘邮箱:H8529-HR8@sofitel.com,招聘地址:云南省昆明市环城南路777号昆明索菲特大酒店-1层,欢迎广大应聘者来电或发邮件咨询,谢谢!职位申请者敬请携带一张一寸彩色证件照、身份证及相关资质证书进行面试。
云南省昆明市西山区环城南路777号
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