宾客关系经理 Manager, Guest Relations

Key Duties and Responsibilities 岗位职责
• Oversee overall lobby management to ensure a clean, orderly environment that meets hotel service standards.
负责酒店大堂的整体秩序管理，确保环境整洁、有序，符合酒店服务标准。
• Coordinate inter-departmental resources to handle emergencies and ensure smooth service flow for optimal guest experience.
协调各部门资源，处理突发情况，确保服务流程顺畅，保障宾客的舒适体验。
• Proactively greet and welcome guests with warm, professional service to create a positive first impression.
主动迎接并问候宾客，提供热情、专业的服务，营造良好的第一印象。
• Promptly address guest requests by coordinating cross-departmental resources to efficiently resolve complaints or special needs.
及时响应宾客需求，协调各部门资源，高效解决客诉或特殊需求。
• Manage emergency situations in the lobby area with swift and appropriate responses.
处理大堂区域的突发事件，确保快速、妥善的应对措施。
• Monitor service quality and propose improvements to maintain established standards.
监督大堂服务品质，提出改进建议，确保符合标准。
Job Requirements
岗位要求
• Minimum 3 years of front office experience with proficiency in hotel operating systems and procedures.
具备3年以上前厅服务工作经验，熟悉酒店运营系统及流程。
• Excellent communication and coordination skills to promptly resolve guest issues.
出色的沟通与协调能力，能快速解决宾客问题。
• Strong problem-solving ability to efficiently handle emergencies.
具备较强的应变能力，能高效处理突发情况。
• Professional appearance with pleasant demeanor and strong service etiquette.
仪表端庄，形象气质佳，具备亲和力与职业素养。
• Multilingual proficiency (e.g., English) is preferred.
掌握多语言（如英语）沟通能力者优先。