工作地点:深圳太子湾美高梅酒店
【岗位职责】
1、全面负责宾客服务部门的日常运营管理,确保为客人提供卓越的服务体验
2、监督前台、礼宾、宾客关系等岗位的服务标准执行,及时处理客人投诉与特殊需求
3、制定并优化服务流程与标准操作程序(SOP),定期组织服务技能培训
4、分析宾客满意度数据,提出改进方案并推动实施,持续提升服务质量
5、协调与其他部门(如客房、餐饮、工程等)的协作,确保跨部门服务衔接顺畅
6、管理服务团队排班、绩效考核及人员发展,建设高效能服务团队
【岗位要求】
1、具备高端酒店前台或宾客服务部门3年以上工作经验,1年以上管理经验优先
2、精通Opera PMS系统操作,熟悉酒店前台全业务流程
3、出色的中英文沟通能力(CET-4以上或同等水平),能处理国际宾客事务
4、具备极强的服务意识与危机处理能力,曾成功处理重大宾客投诉案例者优先
5、优秀的团队领导力与跨部门协调能力,能承受高强度工作压力
6、持有酒店管理相关认证(如CHA、HSI等)将作为重要加分项
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钓鱼台美高梅酒店集团 2007 年,钓鱼台国宾馆携手美国美高梅国际酒店集团合资成立钓鱼台美高梅酒店集团,这一高端酒店管理平台致力于以别具一格的高端酒店、府邸、购物和娱悦体验,传颂钓鱼台与美高梅珠联璧合的款客之道。集团以“融·和”为信条,秉持“融合中西精彩,创新旅居生活”的使命,志在成为全球领先的旅居服务集团。 集团开发及运营有六个酒店品牌和一个住宅品牌,分别是钓鱼台、宝丽嘉、美高梅、美高梅美幻、美高梅美荟,美高梅麦思精选和钓鱼台美高梅公馆。目前已开业的酒店包括居于亚龙湾中心位置的三亚美高梅度假酒店(2011 年开业)、坐落在 300 年历史宽窄巷子中的成都钓鱼台精品酒店(2014 年开业)、坐拥外滩两岸无敌景观的上海苏宁宝丽嘉酒店(2018 年开业)、方山脚下的南京鲁能美高梅美荟酒店(2021 年开业),以及徐汇滨江地标上海西岸美高梅酒店(2023 年开业),集团在青岛、广州、深圳、珠海、陵水、武汉等地还将陆续开业多家酒店。此外,钓鱼台美高梅公馆已入驻北京、海口、三亚等多个门户城市。 了解更多详情,请登陆集团网站:www.dytmgm.com DIAOYUTAI MGM HOSPITALITY Diaoyutai MGM Hospitality, the joint venture between Diaoyutai State Guesthouse in China and MGM Resorts International in the United States, is a high-end hotel management platform focusing on the development of hotels and resorts, residences, and entertainment experiences, bringing a shared culture of hospitality inherited from the parent company brands to the worldwide stage. With its credo of “Combine to Innovate”, Diaoyutai MGM Hospitality is committed to creating a new style of travel and living by combining greatness of the world, aiming to become the world leading travel and living experience group. At present, there are six hotel brands and one residence brand under the umbrella of Diaoyutai MGM Hospitality - Diaoyutai, Bellagio by MGM, MGM, Mirage by MGM, Mhub by MGM and mx by MGM, as well as Diaoyutai MGM Residences. MGM Grand Sanya in the center of Yalong Bay (2011), Diaoyutai Boutique Hotel Chengdu in 300-year-old Kuanzhai Alley (2014), Bellagio Shanghai with magnificent view on the North Bund (2018), Mhub by MGM Nanjing Jiangning at the foot of Fangshan Mountain (2021) and MGM Shanghai West Bund as the landmark of Xuhui Binjiang (2023) have been officially opened. Meanwhile, a number of hotel projects are in the pipeline in Qingdao, Guangzhou, Shenzhen, Zhuhai, Lingshui, Wuhan, etc. Diaoyutai MGM Residences have opened the doors in gateway cities like Beijing, Haikou and Sanya. For more information, please visit group website at www.dytmgm.com