宾客体验经理-外籍 Guest Experience Manager

Operate Excellently卓越运营
1.Oversees and assists in the preparation and updates of the Front Office Departmental Operations Manual.
监督并协助前厅部运营手册的准备及更新。
2.Conducts regular communications meetings and ensures that departmental briefings and meetings are effective and conducted as necessary.
定期主持召开部门沟通会并确保例会和会议切实有效且在必要时进行指导。
3.Ensures that all Front Office employees deliver the brand promise and provide exceptional guest service at all times.
确保所有前厅部员工遵循品牌承诺并始终提供优异的对客服务。
4.Ensures that Front Office employees also provide excellent service to internal customers as appropriate.
确保员工适时的为其他部门员工提供同样优质的服务。
5.Assists in greeting and checking-in VIP and Long Stay guests, ensures that they are met by an Duty Manager.
协助贵宾和常住客的接待及入住登记，确保由值班的经理接待这些客人。
6.Ensures that all Front Office employees are aware of current promotions, policies and other important information.
确保所有前厅部员工知悉最新的促销信息，规章制度及其他重要信息。
7.Implements consistent guest recognition programmers and maintains a relevant guest history database.
贯彻集团统一的顾客认知程序并维护相关的顾客信息数据库。
8.Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
礼貌而高效地处理所有客人和内部的投诉和询问，确保问题得到圆满解决。
9.Maintains positive guest and colleague interactions with good working relationships.
保持与顾客和同事的良好合作关系。
10.Spends time in Front Office area during peak periods to ensure that all areas are managed well by the respective teams and deliver the brand promise.
繁忙时期确保前厅各个区域均能有条不紊地运作并实现酒店的品牌承诺。