岗位职责Job Responsibilities: • Consistently offer professional, friendly and engaging service
持续为客人提供专业,友好,周到的服务。
• Maintain high standards of personal appearance and grooming outlined by FHR grooming policy for all colleagues
维持高标准的个人形象和仪容仪表。
• Must have a professional image and personality exuding confidence and leadership skills
必须有专业形象和自信的领导力。
• Lead and manage all aspects of the Guest Services department including Bell/Valet/Doormen/Guest Relations Officers and ensure all service standards, policies and procedures are followed.
代领和管理所有宾客服务,包括行李部/门童/客户关系,并且确保服务标准,准则和步骤能被很好的跟进完成。
• Work in complete unison with Front Office Manager, Fairmont Gold Manager and Chief Concierge to deliver the “Best in Class” arrival/departure experiences and unique service experiences for all guests during their stay
与前厅经理,费尔蒙金尊经理和礼宾部同事一起紧密合作,为客人传递最好的入住体验。
• Work in conjunction with Security personnel in managing a luxurious experience in our Lobby at all times.
与安保部合作,共创一个奢华的大堂体验。
• Maintain ongoing training programs to ensure highest level of service consistency
维持持续的培训计划,确保高质量的服务水平。
• Maintain highest level in standards for Sense of Arrival at all times for guests and Special events
为客人提供最好的入住体验。
• Maintain sense of lobby presence and guest assistance at all times. Supporting the MOD Program and being a Lobby Ambassador
确保大堂出现率,为客人提供帮助。支持MOD计划,成为一个大堂大使。
• Develop, implement and monitor action plans to provide highest possible results in LQA auditing and JD Power feedback to drive overall service levels
发展,实施,和监管一切战略计划,为了在LQA和JDP中取得满意的成绩。
• Focus on our Fairmont Presidents Club guests and support key initiatives to drive brand loyalty and the guest experience
关注费尔蒙总裁俱乐部客人,突出其优越性,来提高客人的入住体验以及对品牌的忠诚度。
• Play and active role in hotel committees. ie. Fairmont Presidents Club, JD Power, Service plus and Health and Safety.
在酒店中起到积极的作用。如:会员计划,顾客满意度发聩,服务附加以及健康和安全。
• Handle guest concerns and react quickly, logging and notifying proper areas
处理客人投诉给予适当的迅速回复。
任职要求Qualifications: • Previous leadership experience in a similar role required
在相似职位上有过类似的工作经验
• Previous PMS experience required
会使用Opera系统
• Computer literate in Microsoft Window applications required
掌握一定的使用电脑的技术
• University/College degree in a related discipline an asset
大专或本科以上
• Must possess a professional presentation
有专业的形象
• Strong interpersonal and problem solving abilities
较强的处理问题以及沟通的能力
• Highly responsible & reliable
高度负责人并且可以信赖
• Ability to work well under pressure in a fast paced environment
具有在高压下工作的能力
• Ability to work cohesively as part of a team
具有团队协作的能力
• Ability to focus attention on guest needs, remaining calm and courteous at all times
具有关注客人需要,礼貌友好待客的能力