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1.领导和鼓励预订团队实现一贯的万达酒店集团关于预定测试电话规范的好成绩。 Consistently deliver high scores of Wanda Group Evaluation Call by leading and motivating the Reservation Sales Team.
2.始终保持服务质量和专业精神,满足和超越客人的预期值。 Achieve a level of service quality and professionalism that consistently meets and preferably exceeds the expectations of guests. 3.迅速解决客人投诉、问讯和要求等运营问题和请求。在客服方面实行全面、积极的解决方法。 Attend to major operational problems and needs promptly including customer complaints, enquiries and requests. Practice positive problem solving in all aspects of customer service. 保持4.员工对“客户”需求的关注和重视,尽可能提供个性、体贴的服务,充分、有效的利用管理技能鼓励和激发员工的工作积极性。 Maintain staff focus on ‘the Customer’s need’, individualizing and personalizing service where possible, use your supervision skills effectively to encourage and motivate staff.5.掌握关于酒店住房的术语如房价、房态。酒店设施等相关知识。根据预订情况更改现有的预订并且预测现有的和未来的预订情况。 To "master" the room product in terms of rates, layout and physical attributes, breakdown/configuration, benefits and amenities, etc. To give current update on reservation trends and forecasts for current and future dates.
6.通过合适的途径。向客人提供优质服务和最新。最准确的信息。 Provide services and information to guests that is the most accurate and up to date possible, and is delivered to the guest in the most meaningful way.
7.鼓励客户对酒店的硬件、服务提出意见,认真倾听,然后对客户意见采取针对性的举措。要不断的提高对客服务水平,确保赢得客人最大程度的满意热忱的关注。
Encourage customer feedback regarding product and services in the Hotel. Listen to and take action on this feedback and monitor guest service personnel constantly, ensuring that at all times maximum guest satisfaction is being achieved through guest recognition and prompt cordial attention.
上海万达瑞华酒店已于2016年6月18日正式亮相申城。作为万达酒店及度假村旗下自主管理品牌酒店中的第51家酒店,上海万达瑞华酒店是瑞华品牌的旗舰店,也是继武汉、成都之后第三家瑞华品牌酒店。万达瑞华是万达酒店及度假村旗下的顶级奢华品牌,酒店坐拥黄浦江畔的核心区,将为客人带来“至于此,心有荣焉”的奢华体验。Wanda Hotels & Resorts made its grand debut in Shanghai with its flagship hotel, Wanda Reign on the Bund, opened on 18 June 2016. It is the 51st hotel of the group and the third hotel of its ultra-luxury hotel brand – Wanda Reign, after Wuhan and Chengdu. Wanda Reign on the Bund sets spectacular new standards in design, luxury and comfort, and has been meticulously designed and built to showcase the latest embodiment of Wanda excellence.上海万达瑞华酒店坐落于闻名遐迩的上海外滩,紧邻黄浦江畔,俯瞰外滩、黄浦江与浦东天际线无与伦比的繁华美景。酒店正对的十六铺码头,是上海外滩最著名的码头,也曾是远东最大的码头,它承载着上海的历史人文记忆。从酒店出发,步行可至上海老街、城隍庙和豫园。酒店距上海浦东国际机场42公里,距上海虹桥国际机场16公里,至上海火车站仅6.4公里。 Grandly situated along the iconic Huangpu River, Wanda Reign on the Bund enjoys magnificent views of The Bund, Huangpu River and Pudong skyline. Guests can conveniently walk to the hotel’s historic neighbors, the ancient Yu Garden and City God Temple. The hotel is 42 kilometers from Shanghai Pudong International Airport, 16 kilometers from Shanghai Hongqiao Airport, and 6.4 kilometers from Shanghai Railway Station.酒店拥有193间豪华客房和套房,面积自45平方米到255平方米。每间客房均配备智能控制系统、Ogawa高级按摩椅及帕尔玛之水洗护系列,以及极致舒适的万达瑞华之床。酒店设有五家风格迥异的餐厅和酒吧瑞酷餐厅和香槟廊,可以在领略绝佳的黄浦江景的同时,品味悠然定制的下午茶以及分享式休闲餐饮;美食汇特设开放式厨房,为客人提供海派风味自助早餐、午餐和定制畅点晚餐;游宴一品淮扬餐厅采用经典江南中式设计风格,包含6个不同主题的包间,提供江浙、淮扬和海派高端菜系,演绎雅食意境;和日式料理将日式的淳朴和精巧相互融合,在强烈的对比和反差中将东瀛风情表现的淋漓尽致;大堂酒廊明亮宽敞的整体落地窗与玲珑剔透的水晶吊灯交相辉映,在怀旧音乐的映衬下营造出高贵典雅又闲适怡人的氛围。特别推出的顶级精选威士忌将为商务休闲带来别样风情。The hotel features 193 luxurious appointed rooms including 14 suites and a 255sqm Chairman Suite. Rooms are equipped with intelligent control systems, advanced massage chair from Ogawa, Acqua di Parma personal care amenities, and the “Bed of Reign” featuring exquisite bed linen. Five Food & Beverage outlets with different cuisines ranging from contemporary RuiKu Restaurant and Champagne Lounge serves guests with customized afternoon tea and an exquisite fine-casual dining experience;Café Reign, features a spacious and comprehensive open kitchen, offering an authentic Shanghai breakfast buffet, a la carte lunch and a set menu dining experience;The RIVER DRUNK Huaiyang Chinese restaurant is designed in classical Southern Chinese style and has six different themed private dining rooms. It features authentic Huaiyang cuisine and highlights the best and freshest seafood in the region;The Tokyo-native head chef at HE Japanese Restaurant introduces a broad range of classical Japanese dishes with a special highlight on custom-made sushi based on daily produce availability and teppanyaki; With large floor-to-ceiling windows and a crystal chandelier, the Lobby Lounge offers a distinct atmosphere that is perfect for a rendezvous with a wide selection of top and rare whiskeys and fine wines.上海万达瑞华酒店720平方米的无柱式大宴会厅配备了82平米高清LED显示屏。其余3个会议室,从39平方米到175平方米,均配备了顶级视听设备,适合各类社交活动或会议需要。The majestic 720sqm pillar-less Grand Ballroom has the unique advantage of having The Bund promenade as a backdrop. Offering the largest LED screen in the city, measuring 82sqm, it will be the first choice for events. Three other multi-purpose function rooms, with sizes ranging from 39sqm to 175sqm, are available for events of various sizes.为精英名仕而设的酒店名仕会,集舒适、私密和无与伦比的奢华体验于一身,拥有会员独享绝妙的城市风光、私人厨师服务和专属空间,呈现国际顶级会所的精心服务。名仕会包含红酒雪茄吧、健身中心、游泳池,SHUI SPA以及时空KTV。Especially tailor-made for Shanghai elites, Club Reign at Wanda Reign on the Bund combines the ultimate comfort, privacy and unparalleled luxury service for our honorable members. Club Reign Shanghai members exclusively enjoy bespoke food and beverage services and exceptional private areas. The club facilities range from a unique Wine & Cigar Bar to the SHUI Spa and the fancy Universe KTV.