Guest Relation Manager

Primary Responsibilities主要职责

• As a representative of Senior Management, Guest Experience Managers (hereinafter referred to as GRMs) will be called upon to deal with guest problems and/or complaints. In dealing with these situations, the GRMs must ensure that they use tact and diplomacy and remain within the organizational policy in rectifying these situations.
• GRMs are responsible for receiving and escorting all VIP’s and ensuring that they feel comfortable and welcome on arrival to hotel.
• Checks daily Arrival List, In House List and Departure List of VIPs, prepare welcome letter and VIP amenities before check-in, greets in house VIPs and bid farewell to the departure VIPs.
• Responsible for excavating VIPs’ detailed information, preferences and habits before arrival, and share this information with relevant Ambassadors to create Cousu Main experience and personalized welcome.
• GRMs are completely aware of all hotel services standards, facilities, outlet operating hours and scope of service.

• 作为酒店高级管理层的代表，宾客体验经理要负责处理客人的问题和投诉。在处理这些情况的时候，宾客体验经理要运用自己的聪明才智和外交手腕在酒店组织政策许可的范围内处理好这些问题。
• 宾客体验经理要负责贵宾的迎领工作。要确保贵宾抵达酒店时感觉舒适并受到了热情的欢迎。
• 每日核查贵宾抵店清单、在住清单及离店清单，在入住前为贵宾准备好欢迎信和入住礼物，问候在住的贵宾以及向即将离店的贵宾道别。
• 负责在抵达之前发掘贵宾的详细信息、偏好以及习惯，并且与相关接待大使分享信息以创造定制化服务的体验和个性化的欢迎。
• 宾客体验经理要对酒店的服务标准、设施设备、餐厅的营业时间及服务范围了如指掌。

Knowledge and Experience知识和经验

• Good guest interaction and interpersonal skill.
• Good language ability in both Chinese & English.
• Independent, committed and well-organized.
• Abilities to work under a hard pressure.
• Be familiar with the Property Management System, Opera System.

• 优秀的对客服务和沟通技巧。
• 优秀的中英文语言沟通能力。
• 独立性强、忠诚可靠并具良好的组织能力。
• 具有在强大的压力下工作的能力。
• 熟练使用酒店管理系统。