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崗位職責/職位描述

工作職責：
1. 維護良好的賓客關系，處理賓客投訴，提高賓客滿意度。
2. 協調各部門確保賓客服務的高效和順暢。
3. 領導和管理賓客服務團隊，組織培訓和指導員工工作。
4. 收集賓客反饋信息，提出改進服務的建議和措施。
5. 參與重要賓客的迎送工作。
6. 應對突發情況和特殊事件，及時解決問題。
7. 與其他部門保持良好溝通與合作，提升整體服務質量。
崗位要求：
-旅游管理、酒店管理等相關專業大專及以上學歷，具備系統的專業知識基礎。
-需2-3年以上酒店賓客服務相關工作經驗，熟悉酒店前廳、客房等多部門運作流程，有一定的管理經驗更佳。
-熟悉酒店行業的服務標準和規范，掌握前廳接待、客房服務、餐飲服務等各環節的專業知識，了解酒店的各類設施設備及使用方法。
-具備良好的英語聽說讀寫能力，能與外籍賓客流暢溝通。
-熟練使用酒店常用的管理系統，如Opera，能高效進行客房預訂、入住登記、賬單結算等操作，熟練使用辦公軟件
璞麗專享福利:
- 住宿（二人一間）獨立衛生間，免費提供無線網絡及床上用品的使用
- 非上海市戶籍享有每年一次往返程車費報銷
- 享有補充商業醫療保險，可100%報銷醫保范圍內門急診費用
- 享有特殊班次補貼和各類促銷獎勵機制
- 享美味員餐、每月美食節、節日以及生日禮品卡
- 璞麗贊賞計劃，有機會獲得獎勵積分，可換取多種多樣的豐厚禮品。
- 享有免費年度體檢
Job responsibility
1. Maintain good guest relations, deal with guest complaints, and improve guest satisfaction.
2. Coordinate various departments to ensure efficient and smooth guest service.
3. Lead and manage the guest service team, organize training and guide staff.
4. Collect feedback from guests and put forward suggestions and measures to improve the service.
5. Participate in the welcome work of important guests.
6. Deal with emergencies and special events, and solve problems in a timely manner.
7. Maintain good communication and cooperation with other departments to improve the overall service quality.
Job Requirements：
-a junior college degree or above in related majors such as tourism management and hotel management is required, with a systematic foundation of professional knowledge.
-More than 2 - 3 years of work experience in hotel guest services is needed. Familiarity with the operation processes of multiple departments in the hotel, such as the front office and guest rooms, is required. Having some management experience is preferred.
-Have good English listening, speaking, reading, and writing skills to communicate fluently with foreign guests.
-Be proficient in using common hotel management systems such as Opera, be able to efficiently perform operations such as room reservations, check - in registration, and bill settlement, and be proficient in using office software.
Exclusive Benefits at The PuLi Hotel & Spa:
- Accommodation (two people sharing a room) comes with private bathrooms. Free Wi-Fi and bedding are provided.
- Non-Shanghai household registration employees are entitled to have their round-trip ticket travel expenses reimbursed once a year.
- Supplementary commercial medical insurance is available, which can cover 100% of the outpatient and emergency expenses within the scope of medical insurance.
- Be entitled to special shift allowances and various promotional incentive mechanisms.
- Enjoy delicious staff meals, monthly food festivals, as well as holiday and birthday gift cards.
- The PuLi Appreciation Program offers the opportunity to earn reward points that can be exchanged for a wide variety of generous gifts.
- Free annual physical examinations.