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成都领地希尔顿嘉悦里酒店 Canopy Chengdu City Centre

    职位:宾客关系主任 Guest Relation Enthusiast

  • 职位性质:全职
  • 工作地区:四川省成都市
  • 招聘人数:1人
  • 学  历:大专
  • 工作经验:不限
  • 所 在 地:不限
  • 户 籍 地:不限
  • 提供食宿:提供食宿
  • 年龄要求:不限
  • 计算机能力:良好
  • 语言要求:英语(良好)
  • 性别要求:不限
  • 婚姻状况:不限
  • 国际联号工作经历:优先
  • 薪资待遇:3千-4千
  • 职位有效期:2020-09-30至2020-12-29

岗位职责/职位描述

1.Assist welcome team for providing overall experience to achieves QA standard. and SALT, Trip advisor, Ctrip etc social media top ranking are achieves.

协助前厅部的整体体验达到集团审计标准。推动SALT、猫途鹰、携程等社交媒体平台排名居前。

2.Lead the team to create an epic moment for the guest

带领团队为客人制造悦享时刻

3.Be a part of the lobby Ambassador Program,Supply guests with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.

在大堂协助做迎客大使为客人导引方向,提供酒店产品的信息,服务和运营时间,本地的旅游景点。

4.Greets customers immediately with a friendly and sincere welcome. Responds to inquiries with accurate information regarding hours of outlet operation, directions to local attractions, or meeting rooms, etc. according to individual needs.

诚挚友好的问候客人。快速精准的回答和应对客人提出的问题及要求,其中包括各消费场所的营运时间方位等。

5.Ensure the Lead Guest Relations Enthusiast is kept fully aware of any relevant feedback from either customers or other department.

将客人和其他部门的意见和建议及时反馈给宾客关系经理。

6.Liaise with concern collaborative to ensure amenities / special set up / flowers are ordered in advance and set-up in a timely manner for VIP or SA guests.

联系相关部门以确保贵宾或特殊客人的礼品,特殊布置,鲜花等提前预订好并在指定的时间完成

7.Coordinate and prepare all reports, VIP cards and ordering of all amenities.

提前查看相关报表,准备贵宾贺卡及提前安排礼遇礼品。

8.Responsible for pre call, courtesy and departure call of all VIP guests.

致电预定,在住及预离客人了解客人需求.

9.Ensure all enrolments are updated, monitored and feedback to the team on the progress.

确保同事积极努力邀请客人加入新会员并登记准确无误。

10.Reviews VIP arrival and ensures proper handling of VIPs and groups.

关注VIP预抵及团队客人.

11.Takes an active role in the team by being kind, cooperative, and helpful and never forgetting the person behind the guest.

积极的工作,友好的为客人提供服务。

12.Actively takes part in training where and when required, attending formal training sessions and on the job training to ensure standards and develop skills and abilities.

积极地参加职业培训,保证工作能力

13.Contributes to the hotel and collaborative by sharing new ideas and suggestions for improvements, being innovative and creative to provide quality service and customer care to enthusiasts and guests.

致力于酒店工作,为酒店发展提供建议,有创新精神,为顾客提供品质服务。

14.Greets all guests’ communications with a warm tone, ensuring that they feel welcomed and appreciated when contacting the hotel.

交流的时候热情的语调和所有宾客问候,让他们觉得受到酒店的欢迎。

15.Handles and delivers messages in a confidential and professional manner, maintaining guest’s privacy and integrity of the message, and ensuring that the message is accurate and delivered to the guest in a prompt and timely manner.

准确及时的为客人传递信息,确保顾客隐私。

16.Maintains the integrity of the hotels information by not providing confidential or privacy invasive information about guests or the hotel. Maintains the integrity of the guest’s privacy at all times and adheres to Canopy Brand Standards for communication.

遵循嘉悦里品牌标准,保护客人隐私,防止酒店数据泄露。

17.Handles complaints promptly and efficiently, taking the necessary action, and informing Lead Guest Service Enthusiast or the Senior Lead Guest Relation Enthusiast to follow up, where appropriate. Follows up with all guests to ensure satisfaction with problem resolution.

采取必要行动,及时有效的处理顾客的不满,适当的时候告知宾客服务经理或宾客关系经理。回访客人,确保客人对解决方法满意。

18.Maintains awareness of guest’s profile and specific preferences

维护客户资料和详细信息

19.Ensures that VIP guests are treated personally and recognized as an individual.

确保VIP客人的待遇。

20.Inputs information in to system regarding guests, ensuring accuracy and that all details are completed and that the information can be clearly understood by other enthusiasts.

将顾客信息录入酒店管理系统,确保团队成员能清晰的看懂。

21.Assimilate into The Canopy culture through understanding, supporting and participating in all elements of Epic Moment. Demonstrate working knowledge of the service standards.

通过学习,理解希尔顿嘉悦里品牌文化,把嘉悦里“悦享时刻”理念及元素运用到服务中去。

22.Has knowledge of the hotels facilities and services as well as basic knowledge of Hilton International, MEAP & other properties in China.

了解酒店及希尔顿集团的基本概况。

23.Is up to date with information on facilities, attractions, and places of interest, sights and activities in and around hotel.

了解酒店周边地区的最新信息,名胜,风景地等,为顾客提供方便。

24.Effectively communicates, coordinates and cooperates with Housekeeping, F&B, Engineering and IT.

与餐饮部,客房部,工程部,IT等进行有效的联络。

25.Passes on information effectively, ensuring that all necessary details are communicated to the intended person and that any pending action is completed and guest satisfaction confirmed. Attends daily briefings, shift handovers, meetings and reads the log book on a daily basis.

确保信息有效的传达到人,及时解决问题让客人满意,参加每日必须的会议等。

26.Must be fully familiar with emergency contingency plans/safety and responsibilities relating to specific positions.

熟悉火灾等突发情况的预警措施并严格按照酒店的相关规章制度予以执行。