上海 [切换城市] 上海招聘上海酒店/旅游招聘上海宾客服务经理招聘

Guest Relation Manager 宾客关系经理

上海雅恒房地产开发有限公司雅居乐万豪酒店

  • 公司规模:500-1000人
  • 公司性质:外资(欧美)
  • 公司行业:酒店/旅游

职位信息

  • 发布日期:2019-10-24
  • 工作地点:上海
  • 招聘人数:1人
  • 工作经验:无工作经验
  • 学历要求:招1人
  • 语言要求:不限
  • 职位月薪:7-9千/月
  • 职位类别:宾客服务经理

职位描述

MAJOR FUNCTION & RESPONSIBILITIES:职责概要

To supervise the other guest relations and the concierge lounge attendants. To ensure that they are adhering to all hotel policies, procedures and standards while striving towards total guest satisfaction. To ensure that the above-mentioned areas are working in a professional manner at all times. Responsible for hiring, training and development of all concierge-related associates, so they are hospitable, outgoing and guest oriented.

监督其他宾客关系部及行政酒廊员工的工作。保证他们遵循酒店的规章制度,服务程序及标准并致力于提高所有客人的满意度。确保以上工作区域的员工能始终保持专业的态度。负责所有宾客关系员工的雇用,培训和发展事宜,使他们成为热情的,友好的和以客人为宗旨的员工。

SPECIFIC DUTIES:工作任务
  1. Staff Management员工管理
  1. Be prepared for each daily activity and review any variations with manager and associate.

    准备日常的工作安排和了解有关经理及员工的变动。

  2. Ensure all associates are aware of role and responsibilities and operate within their guidelines.

    确保所有员工都清楚了解自己的角色和职责,并遵循指导方针工作。

  3. Ensure associate is properly groomed and uniformed at all times.

    确保所有员工始终保持良好仪表及穿着整洁的制服。

  4. Maintain efficiency in the operation of the associate in a high standard of quality of service and courtesy, bringing total satisfaction to our guests and the hotel.

    有效的保证员工在工作中能始终提供高质量的,谦逊的服务,以求为客人带来最满意的服务。

  5. Conduct frequent hospitality audits to ensure the associate are conducting themselves in the manner appropriate for the department. Ensure Service Excellence Standards are in place.

    积极指导员工以确保他们按照部门专业精神提供服务。确保实行顶尖服务标准。

  6. Maintain a good working relationship between the associate and other departments.

    与员工和其他部门建立和维持良好的工作关系。

  7. Determine the requirements for, and the follow-up on, special groups or VIPs.

    确定特殊团队及重要宾客的各种要求并后续跟进。

  8. Prepare and submit accident or injury reports when needed.

    在需要时准备并提交突发事件及意外伤害报告。

  9. Constantly stress to the associate that they are the most effective tools in merchandising the hotel. Establish a “sales pitch” for the associate to use when assisting guests.

    经常向员工强调他们是推销酒店商品的最有效的途径。为员工建立一个有效的销售阵营来服务于客人。

  10. Ensure all guests experiencing a problem receive an appropriate response, any promised compensation is delivered and all guest receive appropriate follow up in a timely and professional manner.

    确保所有顾客所反映的问题都得到满意的回复,并使客人对我们专业的态度及及时的弥补措施感到满意。

  11. Able to supervise the associate and handle any associate situation.

    监督并调整员工的工作状态。

  12. Establish effective communication with associates to gain their trust and respect.

    建立与其他员工的有效沟通来赢得他们的信任及尊重。

  13. Maintain fair and consistent counselling and/or disciplinary procedures in accordance with Marriott’s Guarantee of Fair Treatment Policy.

    始终按照公平对待原则及劝告或惩处程序对待员工以保证与万豪所提倡的公平对待原则相一致。

  1. Train培训
  1. Ensure all associates are safety conscious and trained in safe work practices.

    确保所有员工都拥有安全意识并在安全的工作环境里进行培训。

  2. Encourage problems solving by associates through proper training and empowerment.

    鼓励员工运用相关的培训知识及授权来独立解决问题。

  3. Implement proper training program and control the training of the associate to top efficiency and in accordance with Marriott policies.

    参加相关培训课程,帮助培养符合万豪标准的高品质的员工。

  4. Have a thorough knowledge of hotel fire regulations and policy, accident reports, safety programs, and what the direct duties are in relation to each. Ensure that all associates are properly trained in these procedures.

    全面了解酒店的消防程序,报警程序,安全守则,并清楚其相关负

    责人。保证所有同事都参加此类培训。

  5. Have accurate and complete guest assistance information available regarding events taking place in town, restaurants, athletic events, etc.

    能向客人准确及时地提供在当地,餐厅,运动场馆等所举行的宴会,活动的消息。

  6. Facilitate departmental training modules. Continually monitor, evaluate and revise training content to reflect changes in the process and address the needs identified by associates and your manager.

    简化部门培训模式。持续监督,评估和修改培训的内容,以此来反

    映由此产生的变化并满足员工与管理人员的不同需求。

  7. Follow up regularly with Department Heads regarding the Guest Service process and the performance of their department responsibilities along with the department’s function.

    定期向部门领导汇报对客服务流程以及员工根据部门性质所应负责任的工作表现。

3. Administrative行政管理
  1. Attend and assist with monthly department meetings.

    参加并协助每月部门会议。

  2. Ensure all guest incident forms and logs are completely filled out and maintained. If computer tracking is used, monitor this recording also..

    确保完整记录和维护所有关于客人的资料。 可利用电脑存档。

  3. Ensure all guests indicating on their in room comment card that they wish to discuss their stay further or that they will not return to this property are contacted by phone or letter.

    保留客人的客房入住建议纪录并保持与客人进行电话或信件上的联系以确认他们将来的行程是否会再次选择入住本酒店。

  4. Route associate commendations received from guests to the person responsible for assembling the daily communication packet.

    负责安排员工收集来自客人对员工的赞扬信息并整理成每日例报。

  1. Additional Responsibilities其他职责
  1. Responsible to handle all guest requests and to solve any guest complaints.

    负责处理所有客人的需求和解决任何客人的投诉。

  2. Ensure that the Hospitality and the Guest Response Programs are being followed and monitored. Be familiar with cultural differences to meet guest’s specific needs and requirements.

    确保客人的反馈信息被执行和监督,熟悉文化差异来满足客户的具体需求。

  3. Have PMS and MARSHA skills, be able to check in and check out and to handle reservation when needed in Marsha.

    具备使用PMSMARSHA的能力,能够办理入住和离店手续并在 需要的时候在MARSHA里处理预定。

  4. Be very knowledgeable about the rooms and their locations, services and facilities of the hotel.

    清楚了解客房以及位置,服务和酒店设施。

  5. Know how to offer and arrange car rental, airline and train tickets, office services, beauty and barber services, baby sitting and arranging presents, repairs and shopping for the guests.

    知道如何提供和安排轿车租赁服务,飞机票和火车票的预定,秘书服务,美容院和理发店服务,婴儿看护和时间安排,客人物品维修和购物的安排。

  6. Maintain the Repeat Guest Program, the Marriott Rewards Member and the VIP program. Ensure that the above-mentioned clientele are receiving the type of service they are deserve and follow up with guest relations to ensure that all request are carried out.

    维护回头客的资料系统,万豪礼赏计划以及贵宾项目。确保以上提及的客户享受到他们应得的服务并且保持与客户的良好关系以确保他们的要求得到满足。

  7. Be able to handle emergencies. Be trained in these procedures and be able to act upon them.

    能够处理紧急事件。必须掌握处理紧急事件的程序的相关知识和有能力遵照以上知识在紧急情况发生时处置。

  8. Responsible for appearance and behaviours of associate. Ensure compliance with grooming standards. Live all grooming standards by example.

    监督员工的仪容仪表。根据酒店仪容仪表的标准作出表率并监督部门员工。

  9. Supervise the areas of lobby, main entrance, guest relations and concierge lounge to assist, help, train, coach and counsel.

    监督大堂,酒店主要入口,客户关系和礼宾部柜台区域,提供协助,帮助,培训,教导和建议。

  10. Complete and initiate special projects in a timely manner and within due dates.

    迅速有效地完成并指导实施特定项目目标,确保其在指定时间内完成。

  11. Check information board daily, be informed and seek for additional information.

    检查每日公告栏,了解和搜集增加的信息。

  12. Assist in handling problems in Food and Beverage outlets and refer the incidents to the respective manager.

    协助和处理餐饮部各个餐厅发生的问题并把相关事件向负责相关事宜的经理提交。

  13. Conduct floor patrol to ensure that all are in order.

    执行楼层巡逻以保证所有区域正常运作。

  14. Report areas that need repair and maintenance.

    报告需要维修维护的区域。

  15. Ensure efficient provision of front desk service by check in and escort VIP guests courteously and efficiently, co-ordinate check in of special categories of guest, follow up on special check-out procedures for VIP guest, handle express check out when required, assist in maintaining the free flow of guest in the lobby by helping out guest with their check in when situation required.

    通过殷勤且有效率地为客人办理登记入住并陪同VIP客人去到他们的房间,以确保前台提供高效率的服务。协同并跟进重要VIP及特殊客人的入住,离店手续办理,必要时提供快速离店服务。在情况需要时帮助客人办理离店手续,维持酒店大堂客流秩序顺畅。

  16. Handle lost and found items, drill open of safe deposit box, paid out, rebate, room discrepancy, etc.

    监督处理以下工作:失物招领,客人保险箱,现金提取,折扣及房态差异。

  17. Ensure that log books, handovers and checklists are well maintained.

    确保记录本,交接文件,工作检查表清晰流畅。

  18. Be knowledgeable about Marriott Rewards and Frequent Flyer Programs.

    熟悉了解万豪礼赏和飞行里程营销系统。

  19. Keep good relations with customers and write up guest contact reports for the attention of the Management.

    和客人保持良好的关系,并为酒店管理层详细描述与客人的沟通报告。

  20. Assist in handling guests when other sections are busy.

    当其他部门繁忙时协助处理客人事宜。

  21. Create a productive and positive atmosphere, have a good relationship with all associates and other departments.

    创建一个有效率,积极的工作气氛。 与所有员工和其他部门保持良好的工作关系。

  22. Ensure immediate and prompt guest attention to all guest concerns and complaints.

    对于所有客人的投诉和问题给予及时地关注。

  23. Responsible for resolution of problems and follow up with the guest within 10 minutes to ensure satisfaction.

    负责做到在10分钟内为客人解决问题或后续服务以此满足客人需要。

  24. Develop friendly conversation with guests and obtain feedback from them and reflect to department concerned.

    发展与客人良好的对话氛围,收集和反映客人对相关部门的意见。

  25. Be Familiar with the hotel emergency procedures and to ensure maximum safety of guest and employees in case of emergencies.

    熟悉酒店的应急程序,确保在紧急情况下***程度保护客人和员工的安全。

  26. Contact VIP Guests on a regular basis during their stay, - all arrivals each evening, - all long stay once a week to see if they need anything special.

    与住店的重要客人保持经常性的联系,包括其每个入住到达的晚上,一周一次的与长期入住的客人会面并提供其需要的帮助。

  27. Communicate on a daily basis with sales and the executive office for VIPs.

    经常就酒店重要客人的相关事务与销售部门和行政办公室沟通。

  28. VIP rooms blocking, ordering gifts, check gifts, check rooms, welcome VIPs and guidance to the rooms.

    提前确认酒店重要客人房间,安排并检查礼品,检查房间,欢迎客人并陪同进入其客房。

  29. Ensure all associates working at night are indeed on duty.

    确保所有夜班员工到岗。

  30. Supervise all operations i.e. security, housekeeping, etc in the hotel during the night.

    监督酒店所有夜间运营部门的工作,例如:安保部, 客房部等。

  31. Check that all work areas are neat and clean at night.

    检查酒店夜间所有工作区域整洁干净。

  32. Represent Hotel Management at night by maintaining at a high standard of services.

    在夜间代表酒店经理保证酒店为客人提供高质量的服务。

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. 作为一家平等雇佣的雇主,万豪国际集团承诺雇佣不同背景的员工并支持多元包容的文化。


职能类别:宾客服务经理

关键字:宾客关系酒店前厅

公司介绍

作为亚太区***规模的万豪品牌旗舰酒店,上海雅居乐万豪酒店于2011年11月24日正式开业。傲立于繁华的城市中心,位于西藏中路,毗邻人民广场和人民公园,与各个***的文化、娱乐和购物场所近在咫尺。信步可至南京路步行街、人民公园和外滩以及人民广场地铁站(地铁1、2、8号线的交汇站)。

上海雅居乐万豪酒店拥有720间客房,在39层楼高的酒店里,宾客们还可以享受到来自5个不同餐厅的各式美味。酒店六楼设有一个豪华水疗中心,同时配备7个私密理疗室,让宾客们的身心得到放松和享受。酒店还提供25米长的室内游泳池,其中按摩池,蒸汽房和桑拿尽在设施齐全的健身房内,让宾客们荡漾在无限的愉悦和享受中。

我们将继续秉承万豪公司的核心文化,”照顾好我们的同事,同事便会照顾好我们的客人”。我们是谙熟待客之道的大师,并对此深感自豪。我们技艺娴熟,富于想象,为每位客人创造独特而难忘的体验。我们不懈追求卓越,恪守品牌创始人“以人为本”之训言,并将其升华为一门艺术。我们承诺将提供广阔的事业发展机会和全方位的培训系统,诚挚期待您的加入。

每周二下午14:00-16:00为酒店公开招聘日

联系电话:021-23129888-6605

电子邮箱:mhrs.shamc.hr@marriott.com

地址:上海市黄浦区西藏中路555号 人力资源部 (酒店B1员工通道进入)

Construction of the largest full-service Marriott-branded flagship hotel in Asia- Pacific, Shanghai Marriott Hotel City Centre opened its doors on 24 November, 2011. Located aside People's Square and Park on Xi Zang Middle Road, the Shanghai Marriott Hotel City Centre boasts a premium downtown location and provides effortless access to the city’s finest cultural, entertainment and shopping attractions. Nanjing Road Pedestrian Street, People’s Park and the Bund, plus the People’s Square metro hub (connecting lines 1, 2 and 8) are all within close walking distance.

Besides 720 bedrooms, we offer our guests five different dining options varying from fine dining to alfresco inside the 39-storey sleek glass and steel structure. Level 6 includes a luxurious Spa focused on providing superior body and beauty rituals within seven treatment rooms. Fitness enthusiasts enjoy a 25 meter indoor swimming pool with Jacuzzi, Steam and Sauna as well as an extensive cardiovascular gymnasium.

The Brilliant Hosts of Marriott City Centre are devoted to play forward the company culture of Marriott International, "Take care of our associates; and our associates will take care of our guests.” We are proud masters of our craft. With skill and imagination, we create memorable experiences unique to each guest. Relentless in our pursuit of excellence, we live our Brand Founder’s words “put people first” and raise it to an art form. We are committed to providing you tremendous job opportunities and systematic training programs to strengthen your career development. Warmly welcome you to join us.

联系方式

  • Email:mhrs.shamc.hr@marriott.com
  • 公司地址:地址:上海市黄浦区西藏中路555号 人力资源部 (酒店B1员工通道进入)