Guest Relationship Officer-客户关系主任-Hilton Shanghai Fengxian

【职位描述】
With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others.
If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it’s with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike.
What will I be doing?
As the Guest Relationship Officer, you will be responsible for performing the following tasks to the highest standards:
• Be the brand ambassador of the hotel, providing a positive “first impression” while guests walk-in to the hotel.
• Greet all guests in the lobby and lobby lounge, answer their queries, give suggestions, escort them to the Front Desk, Food & Beverage outlets, and the Club Lounge.
• Anticipate guest needs and handle guest inquiries in a helpful and attentive manner.
• Get maximum feedback from guests on all areas of the hotel, maintaining key responsibilities for the guest response process set-up in the hotel and in achieving the targets set for the Guest Satisfaction Survey.
• Welcome all guests in a polite and friendly manner.
• Be helpful, empathetic and polite to all guests.
• Delight guests through friendly and proficient service, ensuring repeat business through personalized, efficient service.
• In-depth understanding of each level of the Hilton Honors reward program, ensuring that all associates are updated regularly on the benefits for each program.
• Ensure that every guest who is a Hilton Honors member is enrolled in the Hilton Honors reward program when they check-in and that all associates are to be trained on this and practice this meticulously.
• Ensure that all guest comments are passed on to the centralized guest response area and are updated in all necessary guest history databases.
• Knowledgeable on all facts on hotel products, including room types, room rates, relative features and facilities, Food & Beverage outlets and the Club Lounge.
• Develop a close and harmonious working relationship with all the other departments in the hotel.
• Have complete knowledge of Hilton hotel SOPs and local policies.
• Report to work on time with proper uniform, including your nametag, complying with the standards of the hotel on personal appearance and setting an example to be followed.
• Develop knowledge about frequent guests, their special requests and needs.
• Be familiar with cultural differences in order to meet all different customer needs.
• Complete all shift duties as outlined on the shift checklist prior to the end of your shift.
• Ensure completion of all tasks for the shift and handover to the next shift without missing out on any guest related requests.
• Ensure that all logbooks, handovers and checklists are well maintained.
• Actively seek for customer feedback, handling their requests and complaints.
• Suggest alternatives to meet customer needs in terms of product features and benefits.
• Offer information and services where appropriate.
• Inspect VIP guest rooms prior to guests’ arrival.
• Lead by example on aspects of courtesy, helpfulness and grooming / overall presentation.
• Maintain company sanitation standards in the department.
• Maintain guest satisfaction and ensure repeat business through personalised and efficient service, ensuring that all customers leave satisfied.
• Conduct site inspections as and when required by the Management.
• Thank customers and invite our guests to return.
• Carry out requests as directed by the Management.
• Maintain good communication with other hotel departments to assist with guests' needs.
希尔顿在全球 100 多个国家和地区拥有数以千计的酒店，提供无数令人愉悦的机会。 从敞开的大门到热情的微笑，再到与众不同的体验，我们为每年与我们在一起的数百万旅行者提供他们永远不会忘记的欢迎。 除了我们旗舰品牌希尔顿酒店及度假村还包括：华尔道夫酒店及度假村、LXR、康莱德酒店及度假村、希尔顿嘉悦里酒店、Signia、格芮希尔顿精选酒店、希尔顿逸林酒店及度假村、Tapestry Collection by Hilton、希尔顿尊盛酒店、Tempo、 Motto、希尔顿花园酒店、希尔顿欢朋酒店、Tru by Hilton、希尔顿欣庭酒店、希尔顿惠庭酒店和希尔顿分时度假俱乐部。
如果您热衷全球旅行对世界的影响，您可能就是我们正在寻找的希尔顿团队成员。 因为在希尔顿酒店，我们永远不会忘记我们在这里的原因：使我们的客人，团队成员和业主都满意。
我的具体职责是什么?
作为客户关系主任，您将应以最高标准完成以下任务:
• 成为酒店的品牌大使， 当客人走进酒店时给他们留下良好的第一印象。
• 在酒店的大堂里协助客人，迎接客人，解决他们的要求，提供建议，带领他们到前台，餐厅和行政酒廊。
• 以主动帮助的态度， 预见客人要求，处理客人需求。
• 从酒店各个部门尽可能的得到客人反馈，负责客人反馈程序的建立以及达成客人满意度调查的目标设定。
• 以友好礼貌的态度欢迎所有的客人。
• 对客人友好， 富有同情心和礼貌。
• 通过友好有效的服务使客人愉悦并通过个性化高效率的服务赢得回头客。
• 深入了解希尔顿荣誉客会奖励计划。 确保所有的员工都得到相关培训。
• 确保每一位希尔顿荣誉客会的客人在前台入住时被识别，所有的员工得到相关培训。
• 负责将客人的意见集中到对客服务相关部门并及时更新客人历史纪录。
• 对酒店了解，包括房型，房价，相关特征和设施，餐饮部门和行政酒廊。
• 和酒店的其他部门保持紧密和谐的工作关系。
• 对希尔顿酒店的操作标准和本地政策完整地了解。
• 准时上班，着制服，佩戴名牌。 个人仪表符合酒店要求。以身作则。
• 对酒店的常客了解，知道他们的特别要求和需要。
• 熟悉文化差异以便满足不同客人的需求。
• 在结束班次之前填写所有的当值表。
• 确保完成当值所有事务，对下一个班次交接时保证不遗漏任何和客人有关的信息，确保所有的工作簿，交接班表良好保存。
• 主动需求客人反馈，处理他们的要求和投诉。
• 提供备选方案以满足客人对产品和福利的需求。
• 体供合理的信息和服务。
• 当贵宾到达之前事先检查其房间。
• 在礼貌，帮助性和整体个人仪表方面以身作则。
• 保持公司部门的卫生消毒标准。
• 保持客人满意度及通过个性化有效的服务来确保回头客，确保所有的客人都满意离店。
• 当有必要时进行现场检查。
• 感谢客人并邀请他们再次光顾。
• 完成管理层的要求。
• 需和酒店其他部门有着良好的沟通，来帮助客人的所需。
【任职要求】
What are we looking for?
A Guest Relationship Officer serving Hilton Brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviour, skills, and values that follow:
• Minimum of 2 years as a Guest Relation / Customer Care Executive in the hospitality Industry.
• University graduate / hotel management / hotel school diploma (diploma in Public Relation advantageous).
• Neat in appearance and in good health.
• Good communication skills.
• Pleasing, charming, honest, possess a sense of humor, have the right attitude and is physically fit.
• Have a good command over verbal and written Mandarin and English language to meet business needs.
• A basic knowledge on any additional foreign languages will be advantageous.
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 travellers 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!
我们寻找什么样的人才?
希尔顿客户关系主任始终要以宾客的利益为重并与其他团队成员密切合作。若要成功地应聘这一职位，您的态度、行为、技能和价值观应符合下列标准:
• 有酒店客户服务至少2-3年经验。
• 大学学历/酒店管理学院毕业证书。公共关系专业优先。
• 外表整洁,身体健康。
• 较强的沟通技巧。
• 性格温和，诚实，有幽默感，正确的态度，身体健康。
• 普通话和英语读写流利。
• 对其他外语有基本了解优先。
服务于希尔顿将会如何?
希尔顿全球是国际最具知名度的酒店管理公司之一，其下品牌包括从豪华的全面服务酒店，度假村到公寓式酒店以及中端酒店等。近一个世纪，希尔顿全球致力于通过全球品牌。延续为全球客户提供优质服务的传统，坚持为商务和休闲旅游人士提供最优质的客房、服务、产品和品牌价值。我们的愿景 “让世界充满阳光，让大家都感受到热情的温暖，提供与众不同的卓越体验，让每位宾客在每家酒店的每次住宿都倍感满意” 团结我们作为一个团队每天都在世界各地创造非凡的酒店体验。同时，我们惊人的团队成员是希尔顿的核心所在！