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厦门集美海景皇冠假日酒店-Guest Relations Officer 宾客关系主任

Hotel Brand: Crowne Plaza
Location: Mainland China, Fujian, Xiamen

Hotel: Crowne Plaza Xiamen Jimei Seaview

Job number: HOTEL47740


About Us

Essential Duties and Responsibilities – (Key Activities of the role) 主要职责(职务的主要工作) • Monitor guest relations’ personnel to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure ensure Priority Club members consistently receive all benefits, repeat guests and other VIP’s receive special recognition and service 确保PCR会员所获得始终得到应有的优惠,确保常客及其它VIP客人能得到特别的 关注和服务 • Inspects all VIP rooms prior to arrival 在VIP客人抵店前检查其房间 • Greet VIP guests personally 亲自欢迎VIP 客人 • Liaise with other departments and necessary outside contracts to ensure excellent service delivery 与其他部门和承包公司沟通联系,确保给客人提供优质的服务 • Oversee maintenance of efficient repeat guest history system 密切关注系统里常住客人的历史信息 • Promote Inter-Hotel sales and in-house facilities 集团不同酒店之间的促销活动和内部设施的促销 • Perform such functions as to include but not be limited to: 执行以下职能,但不局限于此 o Priority Club and VIP guest welcome letters o 准备优越会会员和VIP客人的客心 o Solicitation of Priority Club applications o 推荐客人加入优越会 o Attending to special requests by guests o 处理客人特殊需求 • Handle guest complaints and refer them as necessary, follows up on corrective action 正确处理客人投诉 • Compile, analyze and control guest relations’ costs 编辑,分析控制用于客户关系的成本 • Review arrival lists for VIPs to check room allocations, amenities, and special requests 根据预抵VIP报表检查客房的相应的设施和摆设 • Prepare requisitions for amenities on a timely basis 及时准备好相应的设施 • Organize and conduct regular meeting for all Guest Relation’s staff to facilitate communications and smooth operations 定期组织GRO员工会议,推动工作更顺利地开展 • Prepare efficient work schedule for Guest Relations Staff, arranging holidays and vacation, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures 根据酒店出租率和预期情况有效安排行李员工的日常班次,假期等,尤其要考虑到大型团队入住及客人提前入住或推迟离店时的特殊情况并作出行相应的人员安排。 • Works on guest’s preference collection, establishing guest history 收集有关客人喜好的信息,建立客人历史纪录 • Ensures guest’s room is set up upon guests’ preference, following up with related departments 根据客人喜好设置房间设施,并与相关的部门保持沟通 • Delivers hotel extra benefits and service for guest recognition 给客人额外的优惠已取得客人的认可


Your day to day

2. REQUIRED QUALIFICATIONS 资格 Required Skills –– 技能要求 • Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company. 有代表酒店,品牌和公司与顾客,员工和第三方交往的能力 • Good writing skills 良好的书写技能 • Good Interpersonal Skills 良好的人际关系 • Proficient in the use of Microsoft Office and hotel System 熟练运用办公软件及酒店系统 • Problem solving and organizational abilities 具有解决问题,组织能力 Qualifications – 资格 • Bachelor’s Degree or Diploma in Hotel Administration, Hotel Management or equivalent 酒店管理学位或同等条件 Experience – 经验 • 2 years experience in front office / guest services operations, including supervisory experience at a hotel of similar size and complexity, or an equivalent combination of education and experience. 2前厅/2年对客服务经验包括在相同规模酒店的主管经验或与此相当的教育与工作经验结合的背景



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