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1、3年以上国际五星级酒店同等岗位工作经验或相关领域同等经验
2、保持一个积极的态度，履行个人的职责和主动权去解决问题，永远和你的客人和员工进行清晰
明了的沟通
3、必要时及时有效的处理客人的投诉，知会宾客服务经理继续跟进并回访客人，确保客人对解决
方法满意
4、保持客人历史记录，以便更好地给再次入住的客人提供优质的服务
5、确保所有的客人要求和问题都迅速和有效地响应和处理，同时在高峰期的时候给予他人帮助
6、积极主动的面对客人，协助他们接近合理的需求，培训所有员工提前预知客人要求
7、及时地接听、回答国内外客人的询问，正确地转接电话并向客人提供所需信息
8、有效的管理酒店内电话，传真，邮件等的交流，让客人觉得受到该酒店的欢迎
9、掌握部门的希尔顿品牌标准的详细内容。按照品牌要求管理客服中心
10、熟悉电话系统，OnQ PM系统，FCS系统以及Micros系统的操作
1. Minimum 3 years of experience in the same position in a 5-starinternational branded
hotel or comparable industry related experience
2. Positively impact, take personal responsibility and initiative toresolve issues,
communicating clearly with both customers and colleagues
3. Handle complaint promptlyand efficiently, taking the necessary action, and informing
the Guest ServiceManager to follow-up where appropriate. Follow-up with all guests
to ensure satisfaction with problem resolutions
4. Maintain guest histories toassist with returning guests
5. Make sure all customer requests and queries are responded to promptly and
effectively while assisting on the floor during peak periods
6. Be proactive towardscustomers, assisting them with any reasonable requests, training
all teammembers to see these things before customers ask
7. Handle all internal andexternal guest enquiries promptly with minimal delay, directing
them to thecorrect parties with which they wish to speak and providing information
wherenecessary
8. Effectively manage allhotel communications, telephone calls, fax, mails, in a prompt,
courteous andefficient manner, ensuring that guests feel welcome when they contact
the hotel
9. Have detailed knowledge of Hiltondepartmental standards, explaining the standards
to the team and run the Communication Centre as theMAGIC Centre according to
brand standards
10.Familiar with operating thetelephone, FCS, OnQ PM and Micros system
国际联号工作经历：优先国内管理公司经历：优先语言能力：英语-熟练计算机能力：熟练
位求职者投递了该职位，你的简历匹配度为
你的综合竞争力排名为第
名
立即沟通
酒店业--国际高端酒店/5星级
100-499人
国有企业
上海前滩华尔道夫酒店是该品牌在上海崭新落地的标志性酒店，位于充满活力的前滩源。由香港郑中设计事务所（CCD）操刀室内设计，KPF担纲建筑设计，坐拥得天独厚的一线滨江景观，204间宽敞客房及套房以52平方米起的空间尺度重新定义都市奢华。97%的客房配备私人阳台，90%的客房可饱览浦江及西岸美景，为宾客提供私密而开阔的都市栖居体验。在这里，宾客既能享受远离尘嚣的静谧时光，又可通过酒店2层连廊便捷抵达前滩友城公园的滨江步道，步行可达东方体育中心的运动场馆，感受都市活力与自然之美的完美融合。在餐饮体验方面，上海前滩华尔道夫酒店秉承1893年纽约华尔道夫酒店的美食创新精神，精心打造多元餐饮体验：品牌标志性的Peacock Alley羿庭延续经典下午茶传统，位于顶层的特色中餐厅福承呈现地道闽南风味，坐拥天际线景观，更有西餐厅以及仅限预约的星宴，为宾客带来味觉与文化的双重享受。此外，酒店还设有24小时健身中心及专业水疗中心，提供Watsu水下指压按摩护理项目，为宾客提供全方位的新颖焕活体验。酒店拥有1,245平方米的会议设施，其中包含一个745平方米的大宴会厅。无论是奢雅的婚礼还是高端商务会议，这里都是举办难忘聚会的理想场所。The Waldorf Astoria Shanghai Qiantan isthe brand's newly unveiled iconic hotel in Shanghai, nestled in the vibrantQiantan area. Featuring interior design by CCD and architectural design by KPF,the hotel boasts a privileged frontline riverside location. Its 204 spaciousguest rooms and suites, starting from 52 square meters, redefine urban luxury.With 97% of rooms offering private balconies and 90% providing breathtakingviews of the Huangpu River and the West Bund, guests are treated to anexclusive and expansive urban retreat. Here, visitors can enjoy serene momentsaway from the hustle and bustle. A short walk to the Oriental Sports Centerallows guests to experience the perfect blend of urban energy and naturalbeauty.In terms of dining, the Waldorf AstoriaShanghai Qiantan upholds the culinary innovation spirit of the original WaldorfAstoria New York from 1893, offering a diverse gastronomic experience: thebrand’s signature Peacock Alley continues the tradition of classic afternoontea, while the top-floor specialty Chinese restaurant, Fu Cheng, showcasesauthentic Fujian cuisine against a stunning skyline backdrop. The hotel alsofeatures a Western restaurant and an exclusive Starlight Room available byreservation, delivering a dual feast of taste and culture. Additionally, thehotel houses a 24-hour fitness center and a Waldorf Astoria Spa, offeringunique treatments like Watsu water massage therapy for a comprehensiverejuvenating experience.With 1,245 square meters of meetingfacilities, including a grand 745-square-meter ballroom, the hotel is an idealvenue for unforgettable gatherings, whether for elegant weddings or high-endcorporate events.
