招聘宾客关系主任 Guest Relations Officer_绍兴世茂皇冠假日酒店招聘信息-最佳东方

Job overview职位概述

·Directs all aspects of the guest relations function to achieve the highest possible guest satisfaction to current and future VIPs.

·指导客户关系工作的各个方面，从而最大程度获得当前和未来贵宾宾客满意度。

At Crowne Plaza®, we want our guests to feel able to do their best, achieve their goals and be recognized for their success. To help them we need you to stay One Step Ahead and:

Create confidence – by being an expert at what you do; by acting and looking the part and adapting your style to match your guests’pace in all you do.
Encourage success – by supporting and respecting your guests and their goals; by recognizing them and making them feel valued and important; and offering thoughtful choices to help them feel restored and balanced.

·Make it happen – by being perceptive to your guests’ needs; by taking ownership for getting things done and working seamlessly with others to help guests be successful.

在皇冠假日®酒店，我们希望感觉自己可以做到最好，能够达成他们的目标并因他们的成就而受到认可赞赏。为了帮助他们，我们需要您先行一步，用心服务并：

建立信任 – 成为您所在领域的专家；言行得体，随机应变，应宾客的需求提供量身定做式的服务。
鼓舞成就 – 尊重和了解宾客的需求和他们追求的目标，认可赞赏他们，确保宾客得到尊重和重视，并体验到他们的非凡地位。提供周详方案，令宾客轻松无忧。

·梦想成真 – 观察预见宾客的要求和潜在需求，主动负责地达成宾客所需。善用资源，团队协作，尽力协助宾客获得成功。

Duties and Responsibilities工作职责

·Monitor guest relations’ personnel to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure

·监督客户关系部工作人员，以确保来宾始终得到礼貌接待及充分的注意和重视，由此实现最大的客人满意度

·Monitor guest relations personnel to ensure Priority Club members consistently receive all benefits, repeat guests and other VIP’s receive special recognition and service

·监督客户关系部人员的工作，以确保优悦会会员始终得到全部优惠，常客和其它贵宾也得到特别关照

·Inspects all VIP rooms prior to arrival

·在贵宾到达前对贵宾房进行检查

·Greet VIP guests personally

·亲自迎接贵宾

·Liaise with other departments and necessary outside contracts to ensure excellent service delivery

·与其它部门和必要的外部承包商联系，以确保提供高质量的服务

·Oversee maintenance of efficient repeat guest history system

·对高效的常客客史档案系统维护实施监管

·Promote Inter-Hotel sales and in-house facilities

·促进店际销售及完善内部设施

·Perform such functions as to include but not be limited to:

·行使下列功能，包括但不仅限于：

o Priority Club and regular guest welcome letters

o 向优悦会会员和常客致欢迎信

o Solicitation of Priority Club applications

o 发展优悦会会员

o Attending to special requests by guests

o 回应客人提出的特别要求

·Develop and implement guest telephone contact systems

·开发和应用客人电话联系系统

·Handle guest complaints and refer them as necessary, follows up on corrective action

·处理客人投诉，如有必要则将其提交给有关部门，并对纠正措施进行跟进

·Compile, analyze and control guest relations’costs

·对客户关系部的成本情况进行编写、分析和控制

·Schedule and attend regular Priority Club and VIP guest cocktail parties and social engagements in an effort to further improve on service delivery

·计划并参加优悦会和贵宾的定期鸡尾酒会和社会活动，以便进一步提高服务质量

·Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests

·查阅来客单，检查对客人和贵宾的房间分配情况、各类设施情况以及特别申请

·Prepare requisitions for amenities on a timely basis

·及时准备设备使用申请

·Overall responsible for ensuring and maintaining the entire range of services offered for the Club Floor and Club Lounge with the aim to maximum guest satisfaction

·确保向行政楼层和行政俱乐部提供全方位的服务，最大程度的获得宾客满意度

·Appraise appearance, discipline and efficiency of all staff under direct supervision and initiate immediate remedial action if necessary

·评估所有员工的外在形象、守纪情况和工作效率并进行直接监管，如有必要，可采取

·直接的纠正措施

·Organize and conduct regular meeting for all Guest Relation’s staff to facilitate communications and smooth operations

·织和召开客户关系部全体人员参加的会议，以加强交流和保证业务的顺利进行

·Prepare efficient work schedule for Guest Relations Staff, arranging holidays and vacation, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures

·在考虑酒店入住情况和预测以及大规模的团组活动，特别是关于提前或延迟到达及离店的情况的前提下，为客户关系部员工准备高效的工作计划，安排节日和假日

·Works with Superior and Human Resources on manpower planning and management needs

·与上级领导和人力资源部一起进行人力规划和管理需求。

·Works with Superior and Director of Finance in the preparation and management of the Department’s budget.

·与上级领导和财务总监一起编制和管理部门预算。

绍兴世茂皇冠假日酒店是由洲际酒店集团管理的一个高端国际酒店品牌，是绍兴中央商务区的地标性建筑。酒店背靠梅龙湖，环境清幽静雅，宛如置身于喧闹都市的悠然国度。460间格调高雅、宽大舒适的客房及套房，使您在观赏梅龙湖美景的同时，感受那份触手可及的心旷神怡。酒店毗邻世茂新城等主要商业区，距杭州萧山国际机场仅40分钟车程，轨道交通宁杭甬高铁25分钟即可到达，鲁迅先生故居、大禹陵、沈园等绍兴市主要旅游景点离酒店咫尺之遥，是商务出行和旅游度假的理想居庭。我们将为您提供具有市场竞争力的薪酬和福利，遍布全球的集团酒店员工入住优惠，并为您提供学习新技能和拓展职业生涯的各种机会。除此之外，您还将加入一个充满活力，积极向上的专业团队，所以您每天都会满怀工作的激情。最重要的是，我们会为您提供“尽炫自我的空间”。