宾客关系主管/主任 Guest Relation Supervisor/ Officer

Primary Responsibilities 主要职责
1.Conducts daily walk-through to ensure LQA standards are implemented and delivered to every guest.
进行每日巡视以确保领先质量保证标准在对客服务中被遵守和执行。
2.Maintains high visibility with guests and colleagues, ensure that guest and colleague concerns are resolved in a professional and timely manner.
积极参与部门日常运营，以确保客人或同事的问题能够在最短的时间内以专业的方式得以解决。
3.Attends to referred and unsolved problematic situations such as complaint handling, takes initiative action and be entrepreneurial.
主动关注并参与如客人投诉等待解决问题的跟进和处理。
4.Prepare, develop, implement and evaluate up-selling and ALL-Accor Live Limitless member enrollment strategy, to maximize room revenue & guest loyalty.
起草、发展、实施和评估前台升卖和雅高心悦界会员招募计划，以最大化收益和客人忠实度。
5.Ensures that all Front Officerelated Hotel Policies and Procedures are adhered.
确保与部门相关的酒店各项政策与程序都被严格执行。
6.Detailed hotel product knowledge, up-to-date with VIP arrivals & events within the hotel and the destination.
明晰酒店产品知识，确保贵宾及活动信息的时效性和准确性。
7.Oversees group business, reviewing and ensuring details of conference resumes are met and serve as a liaison with the conference conveners.
监督团队接待，检查并确保团队预订所提出的细节达到要求，并与会议/团队组织者保持联系。
8.Presence in the Front Office and lobby area at critical guest flow time.
客流高峰期间在前厅及大堂区域督导部门运营。
Involvement in guest complaint handling, whenever the situation required, to
9.Adheres to and promotes the health & safety policies to ensure a safe work environment and knowledgeable all safety & emergency procedures.
坚持并推行健康与安全政策，以确保安全的工作环境；同时确保所有同事都熟悉了解并掌握安全及紧急程序。
10.Verifies that all information requested by the local police authorities are adhered to and prepared accurately.
确保由当地执法部门所要求的全部事项都被严格遵守并实行。
11.Maintains all information security standards compliance of Front Office at 100%.
确保所有信息安全标准都被百分之百的执行。
12.Performs special duties as required by the superior.
执行上级分配的特殊职责。
13.Personal involvement in the pre-arrival preparation, arrival, rooming, and departure of key/VIP guests.
亲自参与到贵宾抵店前的准备工作、入住手续的办理、房间介绍以及离店送别之中。
14.Personalized engagement with guests whenever/wherever possible, to build up close relationship with guests, and leads the Front Office team to personalize the guest stay experience as a role model.
随时随地与客人展开个性化的互动，成为带领前厅部团队为客人提供个性化的入住体验的榜样。
15.Seeks feedback on guest satisfaction and resolves problems in accordance with our Mission Statement and philosophy of employee empowerment.
寻求客人满意度反馈，并根据我们的使命宣言和员工赋权的理念来解决问题。
16.Focuses on the stay experience for in house guests.
致力于提升住店客人的入住体验。
Knowledge and Experience 知识经验
1.Diploma or Degree preferably in hospitality or related field.
酒店管理或相关专业的本科或专科学历。
2.Minimum of 2 years' experience in the same position in luxury hotel.
至少2年以上奢华酒店同岗位的工作经验
3.PMS and Office software knowledge.
熟悉并掌握Opera酒店管理系统和各类办公软件。
4.Excellent oral and written skills in Mandarin and English.
优秀的中英文听说读写能力。
5.Involvement in reservations and understanding of Revenue Management processes.
参与预订并了解收益管理。
6.Familiar with ALL-Accor Live Limitless processes or other loyalty programs.
熟悉雅高心悦界或其他忠诚会员计划。
7.Service oriented with an eye for details
以服务为导向的敏锐洞察力
8.Confidently able to resolve problems and make decisions
自信的解决问题与决策的能力
9.Good presentation, influencing and training skills
优秀的表达、影响和培训能力
10.Adaptable and flexible and able to embrace and respond to change effectively
适应性强，灵活并能有效地接受和应对变化