Guest Relation Manager 宾客关系经理
Sanya, Hainan, China
Guest Relation Manager 宾客关系经理
- Sanya
- Rooms Division
- Full time
- Closing at: Dec 31 2024 at 23:55 HKT
- 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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