宾客关系经理 Guest Relations Manager

Primary Responsibilities 主要职责
1.Manages all operational tasks as well as their respective delegation and follow-up.
管理前厅部所有运营任务以及与之相关的委派与跟进。
2.Coordinates management of the Front Desk, Fairmont Gold, Concierge and Royal Service to ensure a smooth operation and the highest level of guest satisfaction。
协调前台、金尊费尔蒙、礼宾部和皇家服务等部门的工作，以确保运营顺畅及客人满意度。
3.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。
4.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。
5.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。
6.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。
7.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。
8.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。
9.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。
10.Involvement in guest complaint handling, whenever the situation required, to 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。
11.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。
12.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。
13.Performs special duties as required by the superior.
执行上级分配的特殊职责。
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.Experienced in guest experience management, understands and can use reporting RPS, etc.
熟悉宾客体验管理体系，并可熟练使用报表工具对宾客满意度进行分析。