五险公积金带薪年假定期体检节日礼金
熟悉前厅部工作服务标准及操作程序
2.Establish a positive relationship with all guests while maintaining a professional and attentive manner.
时刻保持专业及专注的态度,与客户建立良好的宾客关系
3.Look for ways to continuously improve the Guest Relation process and provide lateral service to other departments to assist them with enhancements to the Guest Relation process
不断探索完善宾客关系的方法,并且对酒店其他部门在提高宾客服务方面给予协助及支持
4.Ensure the property has a pre-planning process in place to contact guests prior to arrival
确保酒店各相关部门在宾客抵达之前做好接待准备
5. Ensure property pre-arrival report is used to assist in leading the department
确保宾客预抵报表信息正确,使之有效地协助部门做好接待工作
6.Have a complete working knowledge of PMS, local software applications and ensure top guest have incidents, preferences (local, non-mandatory and mandatory), interests and events information
熟练掌握电脑软件应用知识,确保录入宾客资料信息正确,比如:宾客的喜好(包括本地宾客,内地宾客,海外宾客),兴趣,住店期间的活动,及其他事件
7. Meet guests upon arrival and departure upon to hotel
亲自欢迎每一位入住和退房的宾客
8. Prepare hand-written welcome back notes (& provide personalized services/amenities) for Key Guests and VIPs.
为重要的宾客准备手写的欢迎信或卡片(或者提供个性化的服务/ 礼品)
9. Research and select/purchase services/amenities to increasingly personalize repeat guest recognition.
调查、甄选/ 采购礼品,不断地提高对常住客的认知度,进而提升个性化服务品质
10.Maintain effective guest relations, builds rapport and offer personalized service and assistance.
维持有效的对客关系,建立和谐关系并提供个性化服务和帮助。
11.Assist Reception when required, help guest check in, check out, etc.
必要时协助前台接待工作,帮助客人登记入住,结帐离店等等。
JOB SPECIFICATION工作要求:
1. 大学专科毕业
2. 2年以上在国际标准酒店的工作经验优先考虑
3. 气质良好,自信,外向
4. 良好的口头表达和书面表达能
5.英语流利,精通第二门外语优先
6. 能与不同个性的人交流,善于寻找话题
7. 熟悉酒店管理系统opera或fidellio
8. 优秀的对客接待技能及沟通交流收集宾客意见能力
9. 熟悉财务政策,账务处理熟练
10. 人际关系良好
11. 观察能力强,能发现宾客潜在需求,并态度积极,高质量完成工作,并抱有热情。
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