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Guest Relations Officer 顾客关系主任

Beijing, China

Guest Relations Officer 顾客关系主任

  • Beijing
  • Rooms Division
  • Full time

Duties and Supporting Responsibilities

Administration

  • Acts as a liaison with all hotel guests requiring special needs and requirements
  • Meets all VIP, long stay, suite guests and Fans of MO
  • Greet and escort all guests promptly to their rooms
  • Responsible for physical inspection of all VIP rooms, prior to arrival
  • Coordinates all VIP Amenities with Executive Office for Housekeeping, Room Service, Concierge, Front Office, Reservations and Sales
  • Address special guest preferences recorded in guest history profiles
  • Stay current with developments and procedures in the hotel by attending daily Front Office briefings and reviewing the Front Office communications board regularly
  • Provide quality service with colleagues to the guests by responding to requests promptly, efficiently and courteously during check-in, check-out and throughout the guest’s experience
  • Arrange fulfilment of guest services by working with the Concierge, Housekeeping, Telephone, Reservations and Room Service colleagues
  • Handle guests incoming and outgoing correspondence, (facsimile, messages, mail)
  • Perform assistance to guests in all hotel areas
  • Demonstrate teamwork by cooperating with and assisting colleagues as needed
  • Responsible for maintaining the highest quality database relating to Guest History and implementing guest recognition programs in line with MOHG guidelines
  • Accountable for results from Guest Database audit, Guest Satisfaction survey and MOQA inspection, in areas relating to Guest Recognition Program
  • Liaison with VIP guests for private business meetings in suites/function rooms
  • To ensure that the hotel’s credit policies are adhered to at all times.
  • To be fully conversant with the hotel’s services and facilities i.e. restaurants and spa etc. and to actively promote and up sell these.
  • To be present in the lobby to identify local dignitaries, and other VIPs and to inform the necessary departments of their presence.
  • To ensure that the statement of allocated/blocked rooms is sent to the Housekeeping and Amenity Services Departments, and to ensure that all amenities and special requests are in place.
  • To ensure that all returning guests are pre-registered and welcomed according to the hotel’s Guest Recognition program.
  • Assist in Guest History duties as necessary.
  • Ensure to protect guest information
  • Perform any tasks as assigned by the Management 
Guest Service
  • To handle all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
Closing date: Jul 30, 2021

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