GRO 客户关系主任 － Crowne Plaza Century Park Shanghai(职位编号：Hotel00681)
六洲酒店管理（上海）有限公司
- 公司规模：500-1000人
- 公司性质：外资(欧美)
- 公司行业：酒店/旅游 餐饮业
职位信息
- 发布日期：2012-08-02
- 工作地点：上海
- 招聘人数：若干
- 工作经验：一年以上
- 学历要求：大专
- 职位类别：客户关系经理/主管
职位描述
职位描述
Interact with guest at all opportunities, play a customer contact role
利用任何机会与宾客沟通，扮演联系客户的角色
Ensuring service delivery is in line with GSTS evaluation scales - Anticipate guest needs;Attentiveness; Promptness and Accuracy of fulfilling guest requests; Knowledge and Attitude; Personalized express Check In and Check Out
确保所提供的服务相符与顾客满意度调查的评估价值-预见顾客的需求；专注；敏捷正确的满足顾客的需求；行政楼层接待的认知及态度；私人化的快速登记入住及离店手续
Always keeping up-to-dated guest histories of VIPs, LS, REP and following up on their birthdays, anniversaries, preference, etc, making sure the special service and attention is delivered to expected guest
持续保持更新所有皇冠假日行政楼层客人，贵宾，常住客，回头客的客史并跟进他们的生日，周年纪念，喜好等等，确保提供有特色超越客人期望的服务
Receiving and handling guests’ complaints and liaising with Duty Manager or other departments to rectify the situation 确保所有行政楼层的客人，贵宾，常住客得到最大的满意，舒适，愉悦的服务体验
Familiarizing self with all business centre services and prices, providing service according to hotel’s standard 熟悉商务中心的服务和价格，根据酒店的标准为行政楼层客人提供服务
Familiarizing self with today’s events, room status VIPs, LS, arrivals and departures by their names, timing, preference, room allocation, etc 熟悉每日的会议，预抵及离店贵宾，常住客，行政楼层客人的房态，姓名，时间，喜好，房间位置等等
Always ensuring personalized efficient and friendly check in and check out service are delivered in line with established standards procedures 一直确保提供的有特色的个性化友好的登记入住及离店手续符合标准程序
Consistently deliver service from guest perspective 始终如一地根据客人要求提供服务
Coordinating with related front office sections about the guest whom reserved transportation service will receive express check in and check out service 调整联系前厅的各个部门确保预定车辆接送的客人得到快速的登记入住及离店服务
Ensuring self is fully conversant with the guests request/complaint handling, and able to resolve up to guest satisfaction 确保自身与客人友好地接触，能处理客人所提的要求及投诉，能够解决问题，使得客人满意
Ensuring effective guest courtesy calls are conducted on daily basis, and guest requests/comments are relayed to relevant department for immediately action taken, following up with guest at right time to ensure the guest are satisfied
确保有效礼貌地接听客人日常电话，客人的需求和意见能及时转告传递与其他部门 并且附之于行动，及时地跟进，确保客人满意
Ensuring self are well knowledgeable about PCR members benefits and ensuring the members benefits has been delivered according to the hotel and corporate standard
确保自身熟悉优悦会会员的优惠待遇，确保根据酒店的要求提供会员的优惠待遇
Ensuring all information files, reports, stocks is in set right place in order to ensuring efficient service providing 确保热情地欢迎并带领客人到行政酒廊，员工为客人介绍酒廊的设施设备
Always practicing to find most logical and efficient way/methods to complete tasks in shortest time 保持练习找出最合理有效地方式方法在最短时间内解决问题
Ensuring information input in system is accurate
确保正确地将信息输入PMS系统中
Ensuring self are fully understanding and acting 2 Hours Response after office hour in line with corporate requirements
确保客人提出的要求在2小时内能给予回复
职位资格和技能
Diploma or Vocational Certificate in Hotel Administration, Hotel Management or equivalent
具有酒店行政管理，酒店管理或相关的大专学历或专业证书。
1 years experience in front office / guest services or related discipline including supervisory experience, or an equivalent combination of education and experience.
拥有1年前厅或宾客服务工作经验，包括管理经验，或与此相当的教育和相关工作经验结合的背景。
Interact with guest at all opportunities, play a customer contact role
利用任何机会与宾客沟通，扮演联系客户的角色
Ensuring service delivery is in line with GSTS evaluation scales - Anticipate guest needs;Attentiveness; Promptness and Accuracy of fulfilling guest requests; Knowledge and Attitude; Personalized express Check In and Check Out
确保所提供的服务相符与顾客满意度调查的评估价值-预见顾客的需求；专注；敏捷正确的满足顾客的需求；行政楼层接待的认知及态度；私人化的快速登记入住及离店手续
Always keeping up-to-dated guest histories of VIPs, LS, REP and following up on their birthdays, anniversaries, preference, etc, making sure the special service and attention is delivered to expected guest
持续保持更新所有皇冠假日行政楼层客人，贵宾，常住客，回头客的客史并跟进他们的生日，周年纪念，喜好等等，确保提供有特色超越客人期望的服务
Receiving and handling guests’ complaints and liaising with Duty Manager or other departments to rectify the situation 确保所有行政楼层的客人，贵宾，常住客得到最大的满意，舒适，愉悦的服务体验
Familiarizing self with all business centre services and prices, providing service according to hotel’s standard 熟悉商务中心的服务和价格，根据酒店的标准为行政楼层客人提供服务
Familiarizing self with today’s events, room status VIPs, LS, arrivals and departures by their names, timing, preference, room allocation, etc 熟悉每日的会议，预抵及离店贵宾，常住客，行政楼层客人的房态，姓名，时间，喜好，房间位置等等
Always ensuring personalized efficient and friendly check in and check out service are delivered in line with established standards procedures 一直确保提供的有特色的个性化友好的登记入住及离店手续符合标准程序
Consistently deliver service from guest perspective 始终如一地根据客人要求提供服务
Coordinating with related front office sections about the guest whom reserved transportation service will receive express check in and check out service 调整联系前厅的各个部门确保预定车辆接送的客人得到快速的登记入住及离店服务
Ensuring self is fully conversant with the guests request/complaint handling, and able to resolve up to guest satisfaction 确保自身与客人友好地接触，能处理客人所提的要求及投诉，能够解决问题，使得客人满意
Ensuring effective guest courtesy calls are conducted on daily basis, and guest requests/comments are relayed to relevant department for immediately action taken, following up with guest at right time to ensure the guest are satisfied
确保有效礼貌地接听客人日常电话，客人的需求和意见能及时转告传递与其他部门 并且附之于行动，及时地跟进，确保客人满意
Ensuring self are well knowledgeable about PCR members benefits and ensuring the members benefits has been delivered according to the hotel and corporate standard
确保自身熟悉优悦会会员的优惠待遇，确保根据酒店的要求提供会员的优惠待遇
Ensuring all information files, reports, stocks is in set right place in order to ensuring efficient service providing 确保热情地欢迎并带领客人到行政酒廊，员工为客人介绍酒廊的设施设备
Always practicing to find most logical and efficient way/methods to complete tasks in shortest time 保持练习找出最合理有效地方式方法在最短时间内解决问题
Ensuring information input in system is accurate
确保正确地将信息输入PMS系统中
Ensuring self are fully understanding and acting 2 Hours Response after office hour in line with corporate requirements
确保客人提出的要求在2小时内能给予回复
职位资格和技能
Diploma or Vocational Certificate in Hotel Administration, Hotel Management or equivalent
具有酒店行政管理，酒店管理或相关的大专学历或专业证书。
1 years experience in front office / guest services or related discipline including supervisory experience, or an equivalent combination of education and experience.
拥有1年前厅或宾客服务工作经验，包括管理经验，或与此相当的教育和相关工作经验结合的背景。
公司介绍
我们的工作不同并且喜好不同，但是我们都同样对生活充满着激情。因此，我们承诺为所有激情澎湃的员工提供“尽炫自我”的空间，将把洲际酒店集团建成一个员工们愿意投身于工作之中的地方，就如同他们乐于将精力、热情和执着专注于他们的喜好那样。
现在就递上你的简历，申请你在洲际的职业生涯！
现在就递上你的简历，申请你在洲际的职业生涯！