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Guest Relation Manager 宾客关系经理

  • 540734
  • Rooms
  • Full time
  • Mandarin Oriental, Sanya
  • Installs and establishes all Guest Recognition Processes at the hotel.
  • 建立并完成酒店里所有的宾客识别管理计划。
  • Supervises, directs and manages all members of guest services team.
  • 巡视和管理所有宾客服务团队。
  • Order and inventory all supplies for the guest service team in according to the policy and procedures of the Hotel.
  • 根据集团的标准和政策来采购或清点相关的工作物资。
  • Responds immediately on medical requests and emergencies
  • 及时处理客人医疗方面或其他方面的紧急事务。
  • Assist in investigating and resolving written guest complaints.
  • 协助处理解决客人的投诉。
  • Review arrival information on a daily basis: VIP, special occasion guests, repeat guests and long stay guests.
  • 查看每日的VIP报表,根据不同的VIP提供个性化服务。
  • Ensure guest needs and reasonable requests are meet.
  • 确保客人的需求或要求得到及时的回应。
  • Support and assist in Guest History and Guest Preferences to ensure accurate and pertinent information to achieve consistent deliver to guests throughout the hotel.
  • 维护和协助建立宾客的客史和喜好,并保证其合理性和准确度,以便能给客人提供完美的入住体验。
  • Be familiar with LQE and USP and is guided in daily work by these.
  • 熟悉LQE和USP的服务标准,并应用于日常工作作为指导。
  • Report to management on deficiencies and irregularities noted in the operation
  • 向管理层及时汇报数据的差异和违规现象。
  • Reviews and establishes, together with the EXCO, appropriate amenities for VIP guests.
  • 与EXCO一起审查VIP的到店,安排个性化的欢迎礼仪和物品。
  • Creates and administrates incentive program for employees to actively participate in improving Guest History.
  • 建立有效的嘉奖机制来鼓励员工参与宾客客史的管理中去。
  • Analyzes guest preferences and prepares reports for improvement of Guest Satisfaction.
  • 分析宾客的喜好为其提供个性化的服务来提高宾客的满意度。
  • Ensure that guest complaints are properly logged and acted upon by trying to avoid any guest leaving the hotel dissatisfied.
  • 确保客人的投诉被及时的处理和记录,避免任何一位客人因不满而离店。
  • Always cooperate with all relevant departments to working together on every guest questions or requests.
  • 能够与其他部门合作共同解决客人的问题,满足他们的需求。
  • Communicate to all associates on a day to day, hour to hour basis to ensure consistent good service to guests.
  • 与各个方面保持实时的沟通,确保服务的持续性。
  • Work in other section when needed
  • 部门需要时支援前厅部其他分部门
  • Proficiency in all aspects of Russian, listening, speaking, reading and writing.
  • 俄语听说读写各方面熟练

 

 

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