Guest Relationship Officer

4 weeks ago

大连市, China Hilton Full time
Guest Relationship Officer(

Job Number:

HOT09VDI)

Work Locations

:Conrad Dalian31 Renmin Rd EastZhongshan DistrictDalian116001

·成为酒店的品牌大使， 当客人走进酒店时给他们留下良好的第一印象。在酒店的大堂里协助客人，迎接客人，解决他们的要求，提供建议，带领他们到前台，餐厅和行政酒廊。

·以主动帮助的态度， 预见客人要求，处理客人需求。

·从酒店各个部门尽可能的得到客人反馈，负责客人反馈程序的建立以及达成客人满意度调查的目标设定。

·通过友好有效的服务使客人愉悦并通过个性化高效率的服务赢得回头客。

·深入了解希尔顿荣誉客会奖励计划。 确保所有的员工都得到相关培训。

·确保每一位希尔顿荣誉客会的客人在前台入住时被识别，所有的员工得到相关培训。

·负责将客人的意见集中到对客服务相关部门并及时更新客人历史纪录。

·对酒店了解，包括房型，房价，相关特征和设施，餐饮部门和行政酒廊。

·对希尔顿酒店的操作标准和本地政策完整地了解。

·对酒店的常客了解，知道他们的特别要求和需要。

·熟悉文化差异以便满足不同客人的需求。

·确保完成当值所有事务，对下一个班次交接时保证不遗漏任何和客人有关的信息。 确保所有的工作簿，交接班表良好保存。

·主动需求客人反馈，处理他们的要求和投诉。

·提供备选方案以满足客人对产品和福利的需求。

·当贵宾到达之前事先检查其房间。

·保持客人满意度及通过个性化有效的服务来确保回头客。确保所有的客人都满意离店。

What are we looking for?  

A Guest Relationship Officer serving Hilton Brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviour, skills, and values that follow: 

• Minimum of 2 years as a Guest Relation / Customer Care Executive in the hospitality Industry.

• University graduate / hotel management / hotel school diploma (diploma in Public Relation advantageous). 

• Neat in appearance and in good health. 

• Good communication skills. 

• Pleasing, charming, honest, possess a sense of humor, have the right attitude and is physically fit. 

• Have a good command over verbal and written Mandarin and English language to meet business needs.

• A basic knowledge on any additional foreign languages will be advantageous. 

What will it be like to work for Hilton? 

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travellers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all 

EOE/AA/Disabled/Veterans

Schedule

:Full-timeBrand:Conrad Hotels & Resorts

Job

:Guest Services, Operations, and Front Office

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