招聘GRM/NM 宾客关系经理/夜班经理_太原凯宾斯基饭店招聘信息-最佳东方

工作职责DUTIES/RESPONSIBILITIES

· 指导前厅工作，包括：入住，退房，确保所有服务工作按照酒店服务标准进行，提高客人满意度

Directs front office operations such as checking in, checking out andproviding guest assistance whilst ensuring compliance with all front officepolicies, procedures, standards and satisfaction of guests’ needs

· 培训，发展员工，鼓励员工的表现以保证前厅部门高效运行

Develops and manages the performance of direct subordinates to ensurethe efficient running of front office operations.

· 控制房态时酒店收益最大化，包括团队锁房，升级到商务楼层，跟进最后消费的及时入账，使每间可卖房的平均收益最大化

Maximizes hotel revenue by controlling room inventory, group blocking,packages, up selling to Executive Floor Rooms, reinforcing the late chargepolicy to maximize REVPAR.

· 解决宾客投诉

Handles all customers’ complaints occurring during the night shift toensure their satisfaction.

· 欢迎VIP入住，引领宾客至客房，在宾客入住期间给予协助

Greets VIP guests upon their arrival and escorts them to theirroom. Establishes good support andoffers assistance for the length of their stay.

· 在预订满额情况下，较好地处理超额预订使宾客不满的情绪降到最低

During sell out nights, deals with overbooking situations in the mostprofessional and diplomatic matter in order to keep to a minimum level thedegree of dissatisfaction of guests inconvenienced by the situation.

· 每个班次至少2次巡视酒店各个区域，确保始终呈现干净整洁、安全，及所有设施运转良好

Patrols the hotel at least twice per shift to ensure that the hotel isclean, tidy, and safe and that all is proper order. Takes corrective actions if necessary.

· 严格遵照紧急事件应急程序，熟悉酒店促销信息，产品信息，VIP 入住安排及行程，酒店内举行的活动，交班会是通知各相关部门确保所有员工可以准确无误回答宾客的询问

Keeps abreast of all emergency procedures, hotel promotions, productknowledge, VIP arrivals, upcoming events and brief direct subordinatesaccordingly so that all front office staff are able to answer guest requestsand questions.

· 在交班本上记录宾客投诉，其他事件或需要跟进的任务，保证服务过程的衔接完好

Reports on the hotel log book all guest complaints, relevant incidents and matters that need followup the next day, to ensure consistency and guest satisfaction.

技术能力TECHNICAL COMPETENCIES

· 熟练掌握计算机技能

Ability tocompute basic mathematical calculations

· 遵守且能与酒店的标准和政策保持一致

Ability tomaintain company standards and policies

· 时刻表现专业，自信，和领导风范，并且具有较好的处理宾客关系技能

Ability toconvey a professional image and personality exudingconfidence and leadership and relationship developmentskills

· 负责客人信息安全和保密

Ability toensure security and confidentiality of all guest information and pertinentproperty data

· 能及时掌握酒店，产品知识以及各部门的运营时间

Ability tomaintain knowledge of property features and information, i.e., services hoursof operation, etc

· 销售能力