• 带薪年假
• 五险一金
• 节日礼物
• 技能培训
• 岗位晋升
• 管理规范
• 年底双薪
• 免费工作餐
• 包吃包住
• 员工生日礼物

【职位描述】
A Guest Relations Manager manages the needs of VIP and long-stay Guests and informs other Team Members of VIP/long-stay Guest needs in order to ensure an exceptional Guest experience.
What will I be doing?
As Guest Relations Manager, you will manage the needs of VIP Guests and inform other Team Members of VIP needs in order to ensure an exceptional Guest experience. A Guest Relations Manager is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:
-Meet, greet and direct Guests who enter the lobby area
-Serve as the main point of contact for VIP Guests and ensure hotel departments are fully briefed on their requirements
-Seek verbal feedback from customers on a regular basis and respond to all Guest queries in a timely and efficient manner
-Serve as a point of contact for long-stay Guests of 14 days or longer ensuring they feel comfortable and can ask advice or information from Guest Relations
-Manage, record and resolve promptly Guest or customer complaints
-Ensure a very high level of customer service is constantly maintained for Reception, Lobby area and Executive Lounge
-Demonstrate a thorough understanding of all facilities and services provided within the hotel and identify opportunities for up-selling and promoting when appropriate
-Show creativity with ideas regarding lobby/reception decoration at suitable seasonal time periods in order to enhance the overall image and warmth of this area for the Guest
-Communicate with the Executive Lounge Manager and track and reward regular Guests for their loyalty and creativity
choose rewards that meet Guest preferences while remaining within the allocated budget
-Maintain good communication and work relationships in all hotel areas
-Maintain staffing levels to meet business demands
-Attend all Reception meetings and Executive Lounge Meetings
-Comply with hotel security, fire regulations and all health and safety legislation
-Act in accordance with policies and procedures when working with front of house equipment and property management systems
-Assist with other departments, as necessary

【任职要求】
What are we looking for?
Guest Relations Managers serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:
-Previous managerial experience in a customer service function
-An ability to listen and respond to demanding Guest needs
-Excellent leadership, interpersonal and communication skills
-Accountable and resilient
-Commitment to delivering a high level of customer service
-Ability to work under pressure
-Flexibility to respond to a variety of different work situations
It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
-Previous experience in a customer service function or a similar role
-A passion for delivering an exceptional level of Guest service
-High level of IT proficiency
What will it be like to work for Hilton?
Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!

华尔道夫酒店系列是希尔顿全球的奢华品牌。每家华尔道夫皆秉承华尔道夫酒店所独有的品牌传承，极具意义的历史地标建筑、原创艺术的内部装饰、享誉至尊的产品与无与伦比的服务，完美的融为一体。每一家华尔道夫酒店皆被视为“绝佳之精品”。上海外滩华尔道夫酒店是一座拥有传奇色彩、恒久建筑与深厚历史的奢华酒店。它结合了上海外滩闻名遐迩的历史与文化及二十一世纪的繁华。在两幢综合建筑里，设置了260间奢华配置的客房和套房，环境现代时尚的餐厅和酒吧，可俯瞰上海城市美景、璀璨闪耀的宴会厅，精致奢华的水疗中心，设施完备的健身房，无线网络服务等，各功能设置精致巧妙，构成一幅美丽的图画，展示出只属于上海外滩华尔道夫酒店的宏伟和精致。上海外滩华尔道夫酒店自2013年起连续8年荣获TripAdvisor全球旅行者之选，《Condé Nast Traveler康泰纳仕》2020年悦游读者之选中国区酒店排名第二，2019年度读者之选中国酒店前三名，2019年KOL公信力金榜城市经典酒店。 酒店地址上海市黄浦区中山东一路2号地下2层 酒店人力资源部微信公众号 Hotel HR Department QR Code