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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.
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。