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北京大兴希尔顿酒店

    职位:宾客服务经理

  • 职位性质:全职
  • 工作地区:北京市大兴区
  • 招聘人数:1人
  • 学  历:大专
  • 工作经验:3年以上
  • 所 在 地:北京市
  • 户 籍 地:北京市
  • 提供食宿:不提供食宿
  • 年龄要求:25-30
  • 计算机能力:不限
  • 语言要求:英语(熟练)
  • 国际联号工作经历:不限
  • 薪资待遇:6千-8千
  • 职位有效期:2020-11-30至2020-12-30

岗位职责/职位描述

1. Ensure Hilton’s Brand Service standards are consistently practiced by all team members.

确保所有团队成员坚持执行希尔顿的品牌服务标准。

2. Assist guests efficiently, courteously and professionally in all Reception related matters.

在所有有关前台的事务上高效、礼貌、专业的帮助客人。

3. Assigning rooms, checking out guests and assisting in different requests.

分房、为客人退房,并根据需要提供其他协助。

4. To check VIP arrivals in a daily basis and personally check their assigned rooms ensuring they are of an excellent standard,place amenities(where appropriate) and VIP letters in rooms.

每天检查到店VIP情况,并亲自检查分房以确保房间状态良好,安排将相关的VIP赠品及欢迎信送至房间。

5. To meet VIP’s upon their arrival,escorting them to their room, engaging them in conversation so as to build a strong rapport between themselves and the hotel.

在VIP到店时欢迎他们并引领他们到房间,通过主动和客人交流帮助酒店和客人建立融洽的关系。

6. To be aware of top corporate and VIP clients of the Hotel, recognizing and welcoming them by name upon their return visits to the Hotel.

了解酒店的更高管理公司及VIP客人,在他们来到酒店时认识并用他们的名字欢迎他们。

7. To meet VIP’s on departure, assisting with any final requirements and checking satisfaction of their stay.

在VIP离店时欢送他们,为他们解决问题并确认VIP客人的满意。

8. To coordinate the total services provided by the hotel for our Long Stay guests. Meet with these guests at the beginning of their stay to welcome and ascertain any special requirements. Maintain contact with them throughout their stay and be proactive to ensure they have an excellent experience whilst with us.

为酒店长住客协调整体服务。在长住客到店时欢迎他们并确认是否有任何特殊要求。在客人住店过程中和他们保持联系,并通过提前采取行动以确保他们获得卓越的住店体验。

9. To monitor Hilton Brand Service Standards at all times and meet with the Front Office Manager on a regular basis to give feedback.

随时监督所有希尔顿服务标准,并及时向前厅部经理汇报。

10. To be totally familiar with all facilities, functions and special events in the Hotel on a daily basis.

完全了解酒店设施,服务以及活动的每日信息。

11. To be totally familiar with internal hotel procedures, inclusive of housekeeping, lost and found, food and beverage, internal and external communications, fire and emergency.

熟知酒店内部程序,包括客房清洁、失物招领、餐饮、内部及外部沟通、火警及紧急状况等。

12. Ensure that all guest complaints are dealt with immediately. All complaints to be handled efficiently and professionally with complete follow-up so those guests leave and return with a good impression of the hotel.

确保所有客人投诉都被立即处理。所有投诉都应被高效专业的处理,并应保持跟进以确保客人在离店及再次到来时对酒店保有良好印象。

13. To update guests’ preferences into ONQ and act accordingly.

在OnQ系统中更新客人的喜好,并作出相应安排。

14. Ensure that there is a thorough hand over at the completion of each shift.

确保每个班次结束时全面的交接工作。

15. Ensure all Front Office correspondence is completed within 24hours and any other duties assigned by Front Office Management

确保所有前厅部邮件在24小时内处理完毕,并完成所有前厅部管理层交予的其他职责。

16. To work as and enjoy being part of a team,working together to provide excellent service for our guests.

乐于作为团队的一员,通力写作以确保为客人提供优质的服务。