宾客体验副理 Assistant Manager - Guest Experience

礼貌而高效地处理客人的投诉和询问，确保问题得到圆满解决。
Handles all guests complaints and inquiries in a courteous and efficient
manner, following through to make sure problems are resolved satisfactorily
保持与顾客和同事的良好合作关系。
Maintains positive guests and colleague interactions
with good working relationships.
确保所有员工始终提供给客人礼貌、专业的服务。
Ensures all hosts provide a courteous and professional
service at all times.
经常性的亲自确认客人在入住和离店过程中得到尽善尽美的服务。
Personally and frequently verifies that guests are
receiving the best possible service during check-in and check-out.
繁忙时期协助礼宾部及其他各个区域均能有条不紊地运作并实现酒店的品牌承诺。
Spends time in Front Office areas during peak periods
to ensure that the area is managed well by the respective team and delivers the
brand promise.
与客人建立和谐的客服关系并长久保持。
Establishes a rapport with guests and maintains good
customer relationship.
推行客人认知计划并更新客史数据。
Implements consistent guest recognition program and
maintain a relevant guest history database.
确保客人信息的历史记录得到精确的维护，并提前对回头客进行入住登记。
Ensures that guest history records are accurately
maintained and all repeat guests are pre-registered.
每天在早餐时间去餐厅和客人了解他们的入住体验和喜好从而完善客史资料。
Implements GEM notes and to understand guest’s stay
experience when engage with guests during breakfast time at restaurant.
每天通过礼貌电话了解客人对房间和前厅客房的服务满意度，对于造成不好的体验客人给予及时的补救。
To understand guest’s satisfaction with room and
FO,HSKP service through courtesy calls everyday, give service recovery at once
if guest’s feedback is negative.
当休假时要与宾客体验专员做好工作交接。
Handover timely and correctly with Guest
Experience Host when takes day off.