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崗位職責 Job Responsibilities

1. To assist the Guest Service Manager in all aspects related to guest service. The Guest Relations Officer also needs to provide a high quality guest services. He/she must be knowledgeable with front desk daily operation routine, should be capable of handling basic complaints and problems to the guest's satisfaction.

協助賓客服務經理處理相關賓客事務, 賓客關系主任本人必須提供高質量的服務給客人,同時必須知曉前臺每天營運程序，有能力處理基本的投訴并讓客人感到滿意。

2. Daily arrival VIP room assignment and welcome amenities preparation; Daily arrival guest Marriott Bonvoy memberships pre-check and management; Daily in house guests’ birthday amenities arrangement; Daily lobby visibility; Create relationship with guests and push GSS score; Maximize MRW program enrollment; Coordinate with both internal and external customers; Provide information service and up-sell hotel outlets; handle basic guest complain and solve problems.

每天安排貴賓房間及預備歡迎禮品，為到店的萬豪旅享家會員核實登記，為當天過生日的駐店客人表示祝賀及安排生日禮品。在大堂范圍內與客人溝通，解決問題并創造良好的人際關系來提高客戶滿意度。最大限度的協調內部各個部門之間的關系及酒店與外部顧客的關系。提供服務信息及銷售酒店的各個附屬產品及餐廳。掌握基本客人投訴并解決問題。

崗位要求 Job Requirement

1. Minimum 2 years Front Desk experience.

至少2年前臺工作經驗。

2. Demonstrated excellent communication and hospitality skills.

良好的溝通能力和對客服務的技巧。