- 職位性質：全職
- 工作地區：上海市浦東新區
- 招聘人數：1人
- 學 歷：大專
- 工作經驗：1年以上
- 提供食宿：提供食宿
- 年齡要求：不限
- 計算機能力：熟練
- 語言要求：英語(一般)
- 國際聯號工作經歷：不限
- 薪資待遇：5千-6千
- 職位有效期：2026-04-02至2026-07-01
1. 賓客信息管理與分析 Guest Data Management & Analysis
收集、整理并更新賓客檔案，包括入住偏好、特殊需求、紀念日及反饋記錄。Collect, update, and maintain detailed guest profiles, including preferences, special requests, celebrations, and feedback.
通過酒店管理系統（如Opera PMS、CRM）分析賓客行為模式，識別高價值客戶與潛在忠誠客戶。Analyze guest behavior patterns using hotel systems (e.g., Opera PMS, CRM) to identify high-value and potential loyal guests.
定期生成賓客偏好報告，為服務團隊提供個性化服務依據。Prepare regular preference reports to guide personalized service delivery.
2. 個性化服務設計與執行Personalized Service Design & Execution
根據賓客檔案提前安排定制化服務，如房間布置、餐飲偏好、活動推薦等。Arrange customized services in advance based on guest profiles, such as room amenities, dining preferences, and activity recommendations.
為重要賓客（VIP、常客）設計專屬歡迎禮遇與體驗項目。Design exclusive welcome experiences and tailored offerings for VIPs and frequent guests.
協調前臺、客房、餐飲等部門，確保個性化服務無縫執行。Coordinate with front desk, housekeeping, F&B, and other departments to ensure seamless service execution.
3. 賓客關系維護與溝通Guest Relationship & Communication
通過郵件、電話或社交渠道與賓客保持友好聯系，關注其出行計劃與服務反饋。Maintain proactive communication with guests via email, phone, or social channels, paying attention to travel plans and feedback.
處理賓客特殊需求與投訴，提供及時解決方案并跟進后續滿意度。Handle special requests and complaints, providing timely solutions and following up on satisfaction.
定期回訪忠誠賓客，傳遞酒店關懷與專屬權益信息。Conduct regular check-ins with loyal guests to share hotel updates and exclusive benefits.
4. 跨部門協作與培訓 Cross-Department Collaboration & Training
與前臺、客房、餐飲、水療等部門分享賓客偏好信息，提升整體服務敏感度。Share guest preference insights with front office, housekeeping, F&B, spa, etc., to enhance service sensitivity across teams.
協助培訓新員工，強化“以客為尊”的服務理念與賓客認知流程。Assist in training new staff on guest-centric service standards and recognition procedures.
5. 市場洞察與體驗創新 Market Insight & Experience Innovation
關注奢華旅行趨勢與競爭對手動態，提出個性化服務創新建議。Monitor luxury travel trends and competitor offerings to propose innovative personalized service ideas.
參與設計忠誠度計劃或專屬會員體驗，提升賓客復購率。Contribute to the design of loyalty programs or exclusive member experiences to increase guest retention.
