Guest Service Ambassador 宾客服务大使

[Job Responsibilities]
【岗位职责】
Represent the hotel to welcome and receive guests with professionalism and enthusiasm, deliver personalized service and ensure premium guest experience from arrival to departure.
1、代表酒店以专业、热情的态度迎接和接待宾客，提供个性化服务，确保宾客从抵店至离店全程体验优质。
Efficiently complete check-in and check-out procedures, accurately input guest information, handle reservation amendments and account settlement.
2、高效办理入住、退房手续，准确录入宾客信息，处理预订变更及账务结算。
Proactively identify guest needs, offer consultation on hotel facilities, local tourism and transportation; assist in arranging special requests such as baby cots and accessible facilities.
3、主动了解宾客需求，提供酒店设施、周边旅游、交通等咨询服务，协助安排特殊需求（如婴儿床、无障碍设施等）。
Respond promptly to guest complaints and emergencies, coordinate with relevant departments (Housekeeping, F&B, Engineering) for resolution to enhance guest satisfaction.
4、及时响应并处理宾客投诉与突发问题，协调相关部门（如客房、餐饮、工程）跟进解决，提升满意度。
Maintain tidy and orderly lobby & front desk area; ensure sufficient promotional materials and supplies.
5、维护大堂及前台区域整洁有序，确保宣传资料、用品充足。
Collect guest feedback and suggestions, participate in service process optimization to improve guest loyalty.
6、收集宾客反馈与建议，参与服务流程优化，提升宾客忠诚度。
[Job Requirements]
【岗位要求】
No minimum education requirement. Candidates with front desk or guest service experience are preferred; training available for new joiners.
1、学历不限，有酒店前台、宾客服务或相关经验者优先，无经验可培训。
Good communication skills and service mindset, fluent in Mandarin; basic spoken English is an advantage.
2、具备良好的沟通能力与服务意识，能用普通话交流，基础英语口语优先。
Pleasant appearance, friendly personality, strong teamwork ability and resistance to work pressure.
3、形象气质佳，亲和力强，具有团队合作精神与抗压能力。
Proficiency in computer and hotel PMS (Opera system experience preferred).
4、熟练操作电脑及酒店管理系统（如Opera）者优先。
Meticulous, responsible and flexible. Able to work rotating shifts including night shifts, weekends and public holidays.
5、工作细致负责，灵活应变，能适应轮班制（含夜班、周末及节假日）。