宾客关系员Guest Relation Officer

Primary Responsibilities主要职责
Consistently offer professional, friendly and engaging service Engage in conversation with first time visitors, showing them the lobby and offering directions as required Stand by in lobby, greeting and farewell guest, welcome and escort VIP guest to room Assign, prepare and check the room for VIP, ensure welcome amenities are delivered before guest arrival and room standards are followed Order amenities for guests according PMS system Themed room set up for special occasion guests, prepare themed card and give away gift Customize and prepare lobby welcome drink Make departure call and pre-arrival call selectively Follow up guest experience, improve guest satisfaction Select and prepare VIP guest turn down giveaways according to guests’ profile Follow all the Guest Relation programs, including but not limited to “Long Stay Guest Program”, “Guest Recognition Program” etc Executive Lounge basic service, including Breakfast, Afternoon Tea and Happy Hour serving Assist guests regarding hotel facilities and promotions in an informative and helpful way To follow department policies, procedures and service standards To follow all safety policies Other reasonable duties as assigned due to the department operation
• 始终如一地提供专业、友好和周到的服务
• 与第一次到店的客人交谈，向他们讲解大堂，并在需要时为他们指明方向
• 在大堂欢迎或欢送宾客，引领VIP客人至房间
• 检查和准备VIP客人的房间，确保欢迎备品在客人到店前送至房间且房间符合标准
• 根据PMS系统为宾客下单欢迎备品
• 为有特殊庆祝的客人房间做主题布置，准备主题卡片及伴手礼
• 准备欢迎饮品
• 有选择性地拨打离店电话及抵店电话
• 跟进宾客体验，提高宾客满意度
• 根据VIP宾客的资料，定制并准备夜床礼物
• 跟进所有的宾客关系相关计划，包括且不限于“长住客计划”，“宾客认知计划”等
• 掌握行政酒廊基本服务，包括早餐、下午茶、欢乐时光的服务
• 帮助客人了解酒店的设施和促销活动
• 遵守部门政策、程序和服务标准
• 遵守所有安全政策
• 因部门运营需要而分配的其他工作
Knowledge and Experience知识和经验
• Previous guest service experience required
• Must possess a professional presentation
• Must possess outstanding guest services skills and sophisticated verbal communication skills
• Strong interpersonal and problem solving abilities
• Highly responsible & reliable
• Ability to work well under pressure in a fast paced environment
• Ability to work cohesively as part of a team
• Ability to focus attention on guest needs, remaining calm and courteous at all times
• 需要具备宾客服务的经验
• 必须具备专业的演讲展示能力
• 必须具备卓越的宾客服务技能和成熟的口头沟通技能
• 较强的人际关系和解决问题的能力
• 高度负责且可靠
• 能够在快节奏的环境中、在压力下正常工作
• 能够作为团队的一部分协调一致地工作
• 能够将注意力集中在客人需求上，始终保持冷静和礼貌
Your team and working environment:
Palm Springs Hotel Chengdu, Vignette Collection, situated within the Palm Springs International Centre, is located in the heart of Tianfu New Area and Chengdu Hi-tech Zone and is adjacent to the Century City New International Convention & Exhibition Center, Global Center and the Tianfu Software Park. The hotel features 336 guest rooms, Executive Floor, over 1,350 square meters of meeting facilities, and a collection of F&B concepts including an all-day-dining restaurant Spectrum, CUBE a three-floor concept - lounge, cocktail bar and restaurant.
洲至奢选成都棕榈泉酒店坐落于棕榈泉国际中心，地处天府新区的核心区域及成都高新区，毗邻世纪城新国际会展中心，环球中心及天府软件园。
酒店设有336间酒店客房，行政楼层，超过1350平方米的会议及宴会设施，以及一系列的餐饮设施，包含全日制餐厅“食百绚” ，三层楼的酒廊、鸡尾酒吧及特色餐厅“Cube”。