宾客关系经理Guest Relations Manager

岗位职责：
1. 主导建立酒店VIP客户接待全流程、客户分级服务体系及所有相关服务标准操作流程；
Lead the establishment of the hotel's VIP customer reception full process, customer classification service system and all relevant service standard operating procedures;
2. 深度运营高端客户资源，通过个性化服务与前瞻性需求预测，提升客户忠诚度，并有效促进客房升级、餐饮销售等营收增长；
Deeply operate high-end customer resources, enhance customer loyalty through personalized services and forward-looking demand forecasting, and effectively promote revenue growth such as room upgrades and catering sales;
3. 处理重大宾客投诉及危机事件，制定应对策略，维护酒店品牌形象；
Handle major guest complaints and crisis events, formulate response strategies, and maintain the hotel's brand image;
4. 统筹分析客户满意度、客诉数据及服务流程效率，定期向管理层提供报告与策略建议，驱动服务品质迭代升级；
Overall analyze customer satisfaction, complaint data and service process efficiency, regularly provide reports and strategic suggestions to management, and drive the iterative upgrading of service quality;
5. 作为酒店服务的核心协调人，强力推动前厅、客房、餐饮等部门的协同合作，并代表酒店出席重要客户活动。
As the core coordinator of hotel services, strongly promote the collaborative cooperation of front office, housekeeping, catering and other departments, and represent the hotel to attend important customer activities.
任职要求：
1. 年龄28-40周岁，气质出众，具备职业风范，大专及以上学历，酒店管理相关专业；
Aged 28-40, outstanding temperament, professional demeanor, college degree or above, major in hotel management or related fields;
2. 熟练使用酒店管理系统，拥有5年以上高星级酒店服务经验，其中至少3年为团队管理经验；
Proficient in hotel management systems, with more than 5 years of high-star hotel service experience, including at least 3 years of team management experience;
3. 具备出色的战略思维、领导力与决策能力，拥有卓越的沟通技巧、问题解决能力及跨部门协调能力。
Possess excellent strategic thinking, leadership and decision-making abilities, as well as outstanding communication skills, problem-solving abilities and cross-departmental coordination abilities.