Guest Service Manager 宾客服务经理

工作职责：
1. 维护良好的宾客关系，处理宾客投诉，提高宾客满意度。
2. 协调各部门确保宾客服务的高效和顺畅。
3. 领导和管理宾客服务团队，组织培训和指导员工工作。
4. 收集宾客反馈信息，提出改进服务的建议和措施。
5. 参与重要宾客的迎送工作。
6. 应对突发情况和特殊事件，及时解决问题。
7. 与其他部门保持良好沟通与合作，提升整体服务质量。
岗位要求：
-旅游管理、酒店管理等相关专业大专及以上学历，具备系统的专业知识基础。
-需2-3年以上酒店宾客服务相关工作经验，熟悉酒店前厅、客房等多部门运作流程，有一定的管理经验更佳。
-熟悉酒店行业的服务标准和规范，掌握前厅接待、客房服务、餐饮服务等各环节的专业知识，了解酒店的各类设施设备及使用方法。
-具备良好的英语听说读写能力，能与外籍宾客流畅沟通。
-熟练使用酒店常用的管理系统，如Opera，能高效进行客房预订、入住登记、账单结算等操作，熟练使用办公软件
璞丽专享福利:
- 住宿非上海市户籍员工享有特殊补贴400元每月
- 住宿（二人一间）独立卫生间，免费提供无线网络及床上用品的使用
- 非上海市户籍享有每年一次返程车费报销
- 享有补充商业医疗保险，可100%报销医保范围内门急诊费用
- 享有特殊班次补贴和各类促销奖励机制
- 享美味员餐、每月美食节、节日以及生日礼品卡
- 璞麗赞赏计划，有机会获得奖励积分，可换取多种多样的丰厚礼品。
- 享有免费年度体检
Job responsibility
1. Maintain good guest relations, deal with guest complaints, and improve guest satisfaction.
2. Coordinate various departments to ensure efficient and smooth guest service.
3. Lead and manage the guest service team, organize training and guide staff.
4. Collect feedback from guests and put forward suggestions and measures to improve the service.
5. Participate in the welcome work of important guests.
6. Deal with emergencies and special events, and solve problems in a timely manner.
7. Maintain good communication and cooperation with other departments to improve the overall service quality.
Job Requirements：
-a junior college degree or above in related majors such as tourism management and hotel management is required, with a systematic foundation of professional knowledge.
-More than 2 - 3 years of work experience in hotel guest services is needed. Familiarity with the operation processes of multiple departments in the hotel, such as the front office and guest rooms, is required. Having some management experience is preferred.
-Have good English listening, speaking, reading, and writing skills to communicate fluently with foreign guests.
-Be proficient in using common hotel management systems such as Opera, be able to efficiently perform operations such as room reservations, check - in registration, and bill settlement, and be proficient in using office software.
Exclusive Benefits at The PuLi Hotel & Spa:
- Non-Shanghai household registration employees will receive a monthly subsidy of 400 yuan for accommodation.
- Accommodation (two people sharing a room) comes with private bathrooms. Free Wi-Fi and bedding are provided.
- Non-Shanghai household registration employees are entitled to have their return travel expenses reimbursed once a year.
- Supplementary commercial medical insurance is available, which can cover 100% of the outpatient and emergency expenses within the scope of medical insurance.
- Be entitled to special shift allowances and various promotional incentive mechanisms.
- Enjoy delicious staff meals, monthly food festivals, as well as holiday and birthday gift cards.
- The PuLi Appreciation Program offers the opportunity to earn reward points that can be exchanged for a wide variety of generous gifts.
- Free annual physical examinations.