宾客关系专员 Guest Relations Officer

工作职责：
热情友好地迎接宾客，建立积极的第一印象。与入住和退房的宾客进行交流，了解他们的住宿体验和需求。及时、有效地处理宾客的投诉和不满，确保问题得到妥善解决。跟踪投诉处理的结果，回访宾客以确认满意度。根据宾客的喜好和特殊要求，提供个性化的服务和关怀。为贵宾和常客提供专属的服务待遇。将宾客的需求和反馈准确地传达给相关部门，确保服务的协同性。提前了解预订宾客的信息，做好相应的准备工作，如特殊布置、服务安排等。组织和开展宾客满意度调查，收集相关数据和意见。分析调查结果，提出改进服务的建议和措施。记录宾客的个人信息、住宿历史和偏好，为后续服务提供参考。定期检查客房和公共区域，确保设施设备的完好和服务的规范性。协助策划和执行针对宾客的活动和促销。在活动期间与宾客互动，增强宾客的参与感和满意度。
岗位要求：
- 具备与客人有良好的沟通能力。
- 一年以上奢华国际酒店前厅部或行政酒廊工作经验。
- 流利的中英文书写和口语。
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 Responsibilities：
Greet guests warmly and friendly to create a positive first impression.Communicate with check-in and check-out guests to understand their stay experience and needs.Handle guest complaints and grievances in a timely and effective manner to ensure that problems are properly resolved.Follow up the results of complaint handling and return guest visits to confirm satisfaction.Provide personalized service and care according to guests' preferences and special requirements.Exclusive service for VIPs and regulars.Accurately communicate guest needs and feedback to relevant departments to ensure service coordination. Understand the information of booking guests in advance and make corresponding preparations, such as special layout, service arrangement, etc.Organize and conduct guest satisfaction survey, collect relevant data and opinions.Analyze the survey results and put forward suggestions and measures to improve the service.Record guests' personal information, stay history and preferences for reference for subsequent services.Regular inspection of guest rooms and common areas to ensure that facilities are in good condition and services are standardized.Assist in planning and executing events and promotions for guests.Interact with guests during the event to enhance their sense of engagement and satisfaction.
Job Requirements:
- Good communication skills with guests.
- 1 year above Front Office or Executive Lounge experiences in international luxury hotels.
- Fluent speaking and writing both in Chinese and English.
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.