宾客关系实习生 Guest Relationship Trainee(实习)

Priority will be given to students with an internship period of more than June.
优先录用实习期6月起：
1. Assists the Loyalty Manager to ensure that the team is adhering to all hotel policies, procedures and standards while striving towards total guest satisfaction. To ensure that the guest relations area is working in a professional manner at all times.
协助迎宾体验经理保证部门遵循酒店的规章制度，服务程序及标准并致力于提高所有客人的满意度。
2. Follow company and department policies and procedures. Maintain confidentiality of proprietary materials and information.
根据酒店的规章制度，对酒店的内部材料和信息保密，保护客人及所有英才的隐私和安全。
3. Perform other reasonable job duties as requested by managers.
履行经理安排的其他工作。
4. Building up a rapport with guest prior to guest arrival and after departure by sending Pre-arrival and Post-departure email or call.
通过到店前的欢迎信或电话和退房后的致意电邮或电话与客人维持良好的关系以确保宾客满意度。
5. Review the arrival report for accuracy and completeness. Check printed registration cards against information on arrival report; rectify any deficiencies with respective personnel.
查看预抵报表，保证准确和完整。检查入住登记单上的信息和报表是否一致，如有不同，和相关人员确认。
6. Ensure that all VIP's are pre-registered according to standards.
保证所有VIP根据程序提前登记。
7. Work closely with Housekeeping management to ensure accurate status of each room, readiness of rooms for check-in and to report guest concerns.
和客房部紧密合作，保证所有的房态正确，若客人对房间有任何疑虑需及时汇报。
8. Serve as a departmental role model or mentor by working alongside talents to perform technical or functional job duties.
作为部门模范，和英才们一起工作，并且指导他们完成他们的工作。
9. Block rooms in PMS system and identify designated requirements and requests (e.g., guaranteed room types, special requests, VIP's, early arrivals, guest recognition).
根据客人的需要，在系统中锁房（例如，承诺的房型，特殊要求，VIP，早到，宾客认知）
10. Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
欢迎每一位客人，微笑，目光接触，用客人的名字友好的问候。
11. Address guests' service needs in a professional, positive, and timely manner.
积极，专业，及时地处理客人的服务需求。
12. Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
通过和客人沟通获悉客人对住宿、服务的体验。
13. Love the “W” brand and lifestyle, passion with the new market trend, always looking for WHAT’S NEW, WHAT’S NEXT.
热爱“W”品牌及其生活方式，总是对市场潮流十分敏感。总是寻找新的东西来领导市场。