Location: MGM Hotel Shenzhen
工作地点:深圳美高梅酒店
Foreign Guest Experience Manager is responsible for establishing and maintaining mutual understanding and friendly relationship between guests especially foreigner guests and management, as well as creating a more comfortable and satisfying guest experience.
外籍宾客体验经理负责建立和保持客人特别是外国客人与管理层之间的相互理解和友好关系,以及为客人创造更加舒适满意的住店体验。
JOB RESPONSIBILITIES
工作职责
1.Plan and coordinate to ensure friendly and efficient service to guests.
进行相关计划和协调工作,以确保向客人提供友好和高效的服务。
- Schedule guest activities.
安排客人的活动日程。
- Plan and coordinate all promotional activities for guests.
计划和协调所有针对客户的促销活动。
- Coordinate and supervise all activities for guests.
协调和监督对客人开展的所有活动。
5.Assist guests to check in and check out.
协助客人办理入住和退房手续。
- Greet guests upon arrival and departure.
在客人抵店离店时进行迎送。
- Arrange rooms for guests.
为客人安排客房。
- Responsible for guest relations desk
负责客户关系台的工作。
9.Assist all departments to meet guest needs.
协助所有部门满足客人的各种需求。
- Assist with other tasks as requested by front Oflice Manager.
按照前厅经理的要求对其它任务进行协助。
11.Offer "Express Check out" for foreign business guests and send a Experience Survey via email within 48 hours of departure.
为外籍商务客人提供"快速退房绿色通道" 。离店后48小时内,通过邮件发送《体验回顾问卷》。
12.Design foreign service bootcamp covering "Cross-Cultural Communication Tabboos"(e.g. tipping norms,body language difference)and "Emergency English Scripts"(e.g. medical emergencies,lost luggage protocols).
设计外籍服务专项培训,含"跨文化沟通禁忌"(如不同国家小费习惯、肢体语言差异)、"紧急情况英语话术"(如医疗急救、行李丢失应对)。
13.Handling guest complain .
处理客人投诉。
14.Assists in greeting and check in VIP and long stay guests.
协助贵宾和常住客的接待及入住登记。
15.Spends time in Front Office area during peak periods to ensure that all areas are managed well by the respective teams and deliver the brand promise.
繁忙时期确保前厅各个区域均能有条不紊地运作并实现酒店的品牌承诺。
16.Monitor rooms'standards in general,working through the respective managers to take action where necessary.
与相关部门经理协作,监控前厅部的整体服务标准,采取必要的改进措施。
17.Ensures the strict control of room keys.
确保严格的房卡管理制度。
18.Ensures that all daily arrival V.I.P. rooms, special request rooms, and long stay guest rooms are pre-blocked in advance, that Housekeeping is notified and that each room is prepared with the appropriate welcome amenities.
确保提前预留每日预抵贵宾房间、特殊要求房间、长住客的房间:通知客房准备房间,确保每间房间放置适当的欢迎赠品。
19.Works closely with the Housekeeping and Engineering Departments to block rooms as necessary for maintenance.
与客房部和工程部保持良好的协作,便于进行必要的房间维护。
20.Ensures that all company minimum brand standards have been implemented, and that optional brand standards have been implemented where appropriate.
确保服务符合品牌标准的基本要求,适时提供更多可供选择的品牌服务。
21.Responds to the results of the Consumer Audit and ensures that the relevant changes are implemented.
根据顾客意见调查结果,确保所有改进措施贯彻执行。
22.Living the DMH core values of responsibility,teamwork,innovation and excellence.
践行责任,团队,创新和卓越的钓美价值观。
23.Works closely with other management personnel in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
以协助和灵活的态度与其他管理层员工密切合作,关注酒店的整体成功和客人
24.Ensures that all guest details are entered correctly in accordance with the principles of clean data.
确保所有客人的信息的准确录入,并遵循清晰简洁的原则。
25.Communicate relevant information in a timely manner in an appropriate manner, depending on the audience; effectively influence and persuade others; Listen and follow up effectively to keep communication flowing.
根据受众的不同,用适当的方式及时传达相关信息;有效地影响和说服他人;有效地倾听和跟进以保持沟通顺畅。
26.Maintain a good working relationship with all managers, and establish a good leadership image and standards in front of associates and guests.
与所有管理者保持良好的工作关系,在员工及客人面前树立良好的领导者形象及标准。
- Personal grooming meets hotel and brand standards.
个人仪容仪表符合酒店和品牌标准。
28.Comply with the hotel's code of conduct and hotel policies and procedures.
遵守酒店的行为准则、员工守则以及酒店的各项政策及程序。
- Excellent ability and experience Excellent ability and experience.
具备处理和解决酒店问题的优秀能力和丰富经验。
- Strictly manage the hotel safety production work to ensure that the hotel-wide safety standards meet the requirements of the local government and the group.
严格执行酒店安全生产工作,确保酒店范围内的安全标准符合当地政府及集团要求。
- Necessary work arranged due to job requirements.
因工作需要,安排的必要工作。