招聘大中华区客户关系礼宾司 CRM Concierge, Greater China

Key accountabilities

• Monitor the daily communication on the CRM program and WeChat platform to ensure all incoming member inquiries are handled promptly.
• Ensure any inquiry related to the CRM program and Beijing, Shanghai and Hong Kong hotels are responded to and handled in a timely manner.
• Engage peers and share member inquiries and details across the GCC team.
• Process VIP member onboarding, arrivals, and on-property experiences by providing prompt, courteous, and personalised Peninsula service.
• Support the VIP Concierge team to maximise member satisfaction by ensuring all pre-visit and on-property arrangements for VIP members are planned by liaising with relevant operational departments and stakeholders.
• Act as a brand ambassador whilst driving member sign-up targets to the CRM program.
• Respond and handle complaints and case escalations.
• Support member-related activations, such as redemptions, events invitations, cross-selling of business etc.
• Manage member details and preferences to ensure all inputted data is accurate.
• Champion the data privacy policies of HSH and ensure the social CRM database integrity is upheld.

关键岗位职责

· 管理客户关系项目在微信平台上的日常运营，确保所有会员的咨询都得到及时处理
· 确保所有有关客户关系项目和北京，上海，香港半岛酒店的咨询都得到及时回应和处理
· 及时与各酒店相应的团队共享会员所咨询的信息及详情
· 提供便捷、礼貌和个性化的半岛服务；负责VIP会员的抵店，入店及入住体验
· 与相应运营部门联系以确保所有VIP会员的入住都得到合理的安排；为VIP礼宾团队提供支持并最大限度的提高VIP会员的满意度
· 担任品牌大使，同时推动客户关系项目的会员注册目标
· 回应会员的咨询，包括必要时的投诉处理
· 为会员相关活动提供支持，包括但不限于活动邀请、业务相关的交叉销售等
· 收集和记录会员信息和偏好，确保所有输入的数据准确无误
· 拥护香港上海大酒店数据隐私政策, 确保客户数据库的完整性

General requirements

• Two years of both digital and face to face customer service experience in hospitality, travel, or luxury consumer industry.
• Excellent communication and interpersonal skills with the ability to engage with VIP’s.
• Strong experience in Concierge, Customer Call Centre, Complaint and VIP handling.
• Customer-centric, well-organised, highly detailed with a sense of urgency and self-motivation.
• Fluent in English and Chinese (Putonghua) - both verbal and written.

基本要求

· 两年以上酒店、旅游或奢侈品行业线上及线下客户服务经验
· 优秀的沟通和人际交往能力
· 丰富的礼宾、客户服务中心、投诉处理及VIP对客经验
· 以客户为中心、有条理、注重细节、高效、积极主动
· 流利的中英文口语和书写能力

作为北京奢华酒店之一，王府半岛酒店拥有230间全套间客房。三家餐厅，其中包括米其林一星法餐厅和露台云酒吧，同时也拥有水疗中心。我们的团队致力于为客人创造卓越的体验和难忘的经历。加入我们的大家庭，在快乐中获得成长与进步。王府半岛酒店也为员工创造了一个舒适安逸的家。位于酒店配楼的八层员工社区，可以为超过250名员工提供6种房型的套间、单人间及多种房型；还配备有庭院、咖啡厅、美发沙龙、健身中心、台球俱乐部、更衣室、洗衣室以及餐厅。 One of the city's prestigious hotels, the Peninsula Beijing offers 230 all-suite rooms. Three restaurants, including a Michelin star-rated French restaurant, the Yun rooftop bar and a full-service spa.Our team is committed to creating exceptional experiences and memorable experiences for our guests. Join our big family and grow and progress in happiness. The Peninsula Palace also creates a comfortable home for its employees. Located in the eight-story staff community of the hotel wing, it can provide 6 types of suites, single rooms and multiple room types for more than 250 employees; There is also a courtyard, cafe, hair salon, fitness center, billiards club, changing rooms, laundry room and restaurant.