- 職位性質：全職
- 工作地區：浙江省杭州市
- 招聘人數：2人
- 學 歷：不限
- 工作經驗：不限
- 提供食宿：不限
- 年齡要求：不限
- 計算機能力：不限
- 語言要求：不限
- 國際聯號工作經歷：不限
- 薪資待遇：3.6千-4千
- 職位有效期：2026-04-07至2026-07-06
Guest Relations
客戶關系
§ Establish guest connection via email prior to arrival to customize the guest stay experience and be the one point of contact for all guest queries
在客人抵達前通過電子郵件建立聯系，以定制客人的住宿體驗，并成為所有客人查詢的唯一聯系點
§ Welcome and acknowledge each guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
用微笑、眼神交流和友好的口頭問候來歡迎和感謝每一位客人，盡可能使用客人的名字。
§ Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
預測客人的服務需求，包括向客人提問以更好地了解他們的需求，觀察/傾聽客人的偏好，并盡可能采取行動。
§ Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (enter brand specific programs) to resolve issues, delight, and build trust.
積極傾聽并積極回應客人的問題、擔憂和要求，使用特定于品牌或酒店的流程（進入特定于品牌的程序）來解決問題、愉悅并建立信任。
§ Address guests' service needs in a professional, positive, and timely manner.
以專業、積極、及時的方式滿足客人的服務需求。
§ Interact & engage with guests in conversation regarding their stay, property services, and area attractions/offerings, including social media where appropriate
與客人互動并就他們的住宿、酒店服務和地區景點/服務進行對話，包括適當的社交媒體
§ Assist other colleagues to ensure proper coverage and prompt guest service.
協助其他同事確保適當的覆蓋范圍和及時的客人服務。
§ Stay up to date on the local area so that you are prepared to provide specific recommendations for guests.
了解當地最新情況，以便為客人提供具體建議。
§ Communicate recommendations in a way that builds excitement and interest among guests and associates.
以一種在客人和同事之間建立興奮感和興趣的方式交流建議。
§ Perform other reasonable duties as requested.
根據要求履行其他合理職責。
§ All guest preferences to be updated on the PMS and GXP platform to be utilized during future stays.
所有客人偏好都將在PMS和GXP平臺上更新，以便在未來入住期間使用。
§ Encourage all non-member guests to be enrolled into Marriott Bonvoy
鼓勵所有非會員客人加入萬豪Bonvoy
§ Thank guests with genuine appreciation and provide a fond farewell.
以真誠的感激之情感謝客人，并致以親切的告別。
Check-in / Check-out
辦理入住/退房
§ Keep track of changes in room status (e.g., early check-out, late check-out, room transfer, unexpected stay over) for Housekeeping.
追蹤房間狀態的變化（例如，提前退房、延遲退房、房間轉移、意外入住）。
§ Escort guests to their room and provide in room check-in (depending on hotel standards)
護送客人到他們的房間，并在房間內辦理入住手續（取決于酒店標準）
§ Organize and coordinate check-in/pre-registration procedures for arriving groups.
組織和協調抵達團隊的報到/預登記程序。
§ Process all check-outs including express check-outs, resolving any late and disputed charges, settling account, retrieving room key, and requesting comments on guest's stay.
處理所有退房事宜，包括快速退房、解決任何逾期和有爭議的費用、結算賬目、取回房間鑰匙，以及邀請客人對入住提出意見。
§ Process all guest check-ins by confirming reservations in computer system (e.g., Fidelio, PMS, LightspeedFOSSE, OPERA), verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures.
根據酒店政策和程序，通過在計算機系統（如Fidelio、PMS、LightspeedFOSSE、OPERA）中確認預訂、驗證客人身份、申請付款形式、分配房間和發放房間鑰匙來處理所有客人的入住手續。
§ Secure valid form of payment (e.g., credit card, cash) prior to issuing room key.
在發放房間鑰匙之前，確保有效的付款方式（如信用卡、現金）。
§ Sell a room/accommodation to guests without reservations based on availability.
根據空房情況，向沒有預訂的客人出售房間/住宿。
§ Actively enroll guests as our Marriott Bonvoy member if apply
如有申請，請主動將客人注冊為我們的萬豪Bonvoy會員
§ Verify and adjust billing for guests.
驗證并調整客人的賬單。
§ Actively upsell higher room category and F&B package as per availability.
根據供應情況積極銷售更高的客房類別和餐飲套餐。
Cash Handling
現金處理
§ Process all payment types such as room charges, cash, checks, debit, or credit.
處理所有付款類型，如房費、現金、支票、借記或貸記。
