- 職位性質(zhì)：全職
- 工作地區(qū)：福建省廈門市
- 招聘人數(shù)：1人
- 學 歷：不限
- 工作經(jīng)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(lián)號工作經(jīng)歷：不限
- 薪資待遇：6千-8千
- 職位有效期：2026-03-11至2026-06-28
§ Manage and supervise the Loyalty Officer.
管理和督導好忠誠客戶員工。
§ Strong communication and interpersonal skill.
良好的人際能力和溝通技巧。
§ Excellent organizational and leadership skills.
優(yōu)秀的領導組織能力。
§ Ability to prioritize and organize work assignments; delegate work.
合理委派工作給團隊成員。
§ Ability to be a clear thinker to analyses and resolve problems, exercising good judgement.
良好的思維判斷和解決問題的能力。
§ Ability to direct the performance of staff and follow up with coaching and guidance to praise or make corrections.
合理指引員工工作表現(xiàn),并且有效激勵員工的工作成就。
§ Ability to motivate staff and maintain a cohesive team.
促使員工營造有凝聚力的團隊。
§ Responsible for the planning of Elite, Cobalt & redemption stay members.
負責精英會員、高博和積分兌換會員的行程計劃安排。
Pre-arrival
抵店前
§ Collaborate with Ambassador Liaison of Customer Engagement Centre (CEC) on special requests and arrangement for Ambassador Elite members and Cobalt members.
與CEC的大使聯(lián)絡員聯(lián)系并且合作安排好大使會籍及高博會籍的特殊需求。
§ Collaborate with Head Connector and Connector team to review the service strategy on Elite members journey to drive Elite Appreciation by tiers.
與CEC的大使聯(lián)絡員及其團隊一起合作，回顧精英會員入住的服務策略，以達到不同級別精英會員感激度。
§ Check on all arrangement are smooth for Elite, Cobalt and redemption stay members requests on pre-arrival planning of pre-block rooms for arrivals, allocation of room upgrades, amenities based on Elite members’ preferences and redemption stay requests.
保證精英、高博和積分兌換預訂的入住需要能夠順利安排，例如提前排房、房間升級分配，根據(jù)級別不同安排相應禮遇。
§ Review Elite members redemption stay reservation and special occasions stay information (e.g., birthday, anniversary, wedding couples, family stay etc.) to create “surprise and delight” moments and coordinate with Head Connector, Connector team and other departments to ensure stay preferences and executed.
回顧精英會員的積分兌換預訂，了解客人特殊時刻的入住信息（例如：生日、周年紀念、新婚夫婦、家庭樂等等）并為其創(chuàng)造入住驚喜，與首席聯(lián)絡員及其團隊，其他部門共同協(xié)作確保能夠滿足客人入住的喜好需求。
§ Be responsible for organizing and executing personalized welcome card from General Manager/Executive Committee/Head Connector for welcome amenities or special occasions of Elite members.
負責為精英會員歡迎禮遇或入住的特殊時刻安排好由總經(jīng)理/酒店行政委員會/首席聯(lián)絡員親筆手寫的歡迎卡。
Arrival
到店時期
§ Be responsible for monitoring and taking care of Elite members on arrival experience with Bell Services and Front Desk.
負責監(jiān)管和關注好精英會員到店體驗時候的行李和前臺服務。
§ Be responsible to ensure warm welcome of Elite members upon arrival by General Manager/Executive Committee/Head Connector/Loyalty Manager/Loyalty Officer based on tiers.
負責確保精英會員到店的時候，獲得由總經(jīng)理/行政委員會成員/首席聯(lián)絡員/忠誠客戶經(jīng)理/忠誠客戶服務員致以誠摯的歡迎問候。
§ Be responsible and collaborate with Front Desk on fast check-in or in-room check-in by Loyalty Officer.
負責與前臺協(xié)作提供快速入住辦理手續(xù)或者有忠誠客戶服務員提供客房辦理入住手續(xù)。
During stay
入住期間
§ Be present at the lobby, the Executive Lounge, restaurant during peak time with Elite members to engage and create emotional connection to anticipate the Elite members’ needs.
酒店營運高峰期，出現(xiàn)在酒店大堂、行政酒廊和餐廳，跟精英會員接觸和建立個人情誼，預測會員需求。
§ Be present to assist Elite members request on dining, facilities and activities during stays.
在入住期間為精英會員的餐飲、酒店設備和活動安排提供協(xié)助。
§ Be responsible to capture actionable preference of Elite members during stays and give what matters to surprise and delight. Record the specific actionable preferences into Empower GXP.
在精英會員入住期間負責收集客人的喜好以提供入住驚喜，并且把客人的特殊喜好記錄進GXP。
Departure
離店
§ Prepare with Front Office on express check-out for Elite members if required.
如果精英會員要求，需要為客人提供快速退房業(yè)務。
§ Bid fond farewell to Elite members.
與精英會員離店致以告別并歡送客人。
Problem experience analysis
問題經(jīng)歷分析能力
§ Take ownership as first contact resolution for Elite members, engage with Elite members to gather feedback during stay.
成為解決精英會員需求的第一聯(lián)系人，并且在其入住期間收集好入住回饋。
§ Update Elite member preferences into Empower GXP and use Guest Planning Screen report to identify opportunities for future stays.
把精英會員的偏好記錄并且更新到GXP，使用《賓客計劃報告》去預計未來入住體驗的可能性。
Tracking and reporting
追蹤和報告
§ Create daily meeting content on Elite members to identify trends on member sentiments.
建立關于精英會員的會議內(nèi)容，去識別會員理念的趨向。
§ Read and be familiar with the latest feedback from members in relation to Guest Voice-Elite Appreciation.
閱覽并熟知關于GSS會員感激度上所有會員最新的回饋信息。
