岗位职责：

1.Lead and manage all aspects of the Guest Services department and ensure all service standards are followed.

领导并管理宾客服务部的一切事务，并确保遵循所有服务标准。

2. Monitor service to ensure exceed guest satisfaction through personal recognition and prompt cordial attention from arrival through departure.

确保客人自始至终得到礼貌接待及充分的注意和重视，由此实现最大的客人满意度。

3. Handle guest complaints and follows up on corrective action.

处理客人投诉，并跟进纠正措施。

4. Monitor and complete guest’s profile.

督导建立并完善客人档案。

5.Supports and assists Front Office operations and all departments at peak periods.

在高峰期时提供支持和协助。

6. Familiar with hotel product knowledge, city information, Guest Service Center& Business Center job knowledge.

熟练掌握酒店产品知识、城市旅游信息和宾客服务中心及商务中心岗位知识。

7.Be good knowledgeable with brand standard and implement it.

熟知并执行品牌标准。

 

岗位技能：

1Good communication skill.

良好的沟通技巧。

2.Excellence in Guest Relations.

优秀的宾客关系能力。

3.Be expert of Opera

熟练操作Opera系统。

4.Effective communication skills in both Chinese & English.

有效的中英文沟通能力。

5. 1 year’s experience in a similar role in a luxury international hotel.

曾在奢华酒店同等职位工作至少1年。

6.Bachelor degree and above.

大学本科及以上学历。