广州招聘

Key Accountabilities:

• Guest Support

  -Direct contact with Starwood's most profitable guests to cultivate relationships to ensure these most valuable guests continue to stay with Starwood and increase their loyalty to our brands, therefore increasing revenue

  -Review and evaluate all potential guests assigned utilizing the guest list provided to achieve full and effective engagement.

  -Work with Coordinator to fulfill the guests'requests timely and accurately

  -Responsible for staying connected with the Ambassador Guests by phone, faxes, emails, text messages, instant messages, etc

  -Proactively contact hotels concerning future arrivals of guests in order to ensure proper attention.

  -Learn individual preferences of customers and tailor services accordingly. At the same time, ensure that these preferences are updated in appropriate systems

  -Proactively contact members to arrange on or off property services or activities for reservations booked through non-CCC channels

  -Make appropriate recommendations for leisure travel based on customer preferences, special occasions, offers/promotions

  -Work with hotel teams to ensure delivery of services and to resolve any issues promptly

  -Exceptionally confirm and secure reservations in sold out situations to see how to make things happen for our most valuable guests

• Hotel Support

  -Review and evaluate all internal communications with the hotels to ensure flawless execution in order to achieve the desired outcome of stay for guest.

  -Working with hotel sales teams to arrange small group meetings or social functions; and other in-hotel meeting and convention services

  -Working on Ambassador Liaison files and Customer Service files directly with the hotels in a professional and flexible manner to balance the guests'interest and the hotels'benefit

  -Handling and follow through on all guests'inquiries, feedback, compliments and complaints. Cultivate relationships with the hotels to thrive and win along the Starwood Journey

• Communication

  -Provide constant communication with the guests and custom confirmations of arrangements made for hassle-free travel

  -Monitor and support customer travel arrangements and re-arrange in cases of delay, weather, and other disruptions

  -Proactively contact customers to introduce our services, solicit information to gain understanding of preferences, and determine contact protocols and ensure it is updated in the relevant systems

  -Process special requests in preparation for or during the guests'stay; coordinate with onproperty concierges, partners, vendors, and other personnel as necessary

  -Maintain and continuously update hotel and destination information in order to quickly respond to inquiries

  -Act as a liaison for customers and hotels, partners, and vendors

• Guest Development/Growth

  -Develop guest profile such as (but not limited to) birthdays, anniversaries, etc.

  -Contact guest for special occasion greetings, reminders of upcoming special events, and travel ideas related to their hobbies and interests

  -Monitor account activity, status, promotion participation, redemption threshold activity, elite qualification progress, and other details for SPG members

  -Assist customers with expected challenges that may occur while traveling including but not limited to: lost/stolen personal property, lost/stolen travel documents, illness while traveling, emergency change of travel plans, contact of family while traveling during natural disasters and other emergencies, etc

  -Manage, account for, and appropriately utilize a small "surprise and delight" fund for in and out of stay gestures that deepen customer loyalty, based on learned customer preferences

  -Follow Company policy as it relates to work behavior and work performance in order to maintain a productive work environment and good relations with all Starwood Hotels & Resorts staff

• Guest analysis/Reporting

  -Performance overview-achieve and exceed the required standards.

  -Share the guest behavior with the Ambassador Leaders and provide valuable suggestions to gain local market share and knowledge

• Supportive Functions

  -Develop working relationship with global Ambassadors and White Plains Headquarters

  -Assist with special projects and promotion implementation as required

  -Any other duties that may be assigned from time to time

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Requirements:

• College degree or equivalent job experience, excellent written and verbal communication skill in English, minimum standard of TEM-4 or TEM-8 would be an advantage

• Well versed in Microsoft Word, Excel, internet and email applications

• Ability to work independently and exercise initiative. Strong aptitude for customer service and attention to details

• Willing to take shift duty including weekend and public holidays

• Previous experience with account management or relationship management roles preferred

• Experience as a Platinum Concierge, Luxury/St. Regis Specialist, Member Services Starwood Preferred Guest, Property Concierge, or Casino Host strongly recommended

• Great passion for Starwood, its brands, and its customers

• Ability to solicit, organize and recall information about customers especially including their personal preferences and travel profile

• Excellent decision-making abilities

• Exhibits enthusiasm in the work environment; a team player, self-motivator and takes initiative

• Ability to listen and understand, speak clearly and distinctly using proper business-level language skills. Ability to communicate via phone, email, text, instant message, fax and manage communications in cooperation with peers

• Well Versed in Microsoft Office applications including Word, Excel and Outlook

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