- 负责全面管理宾客服务团队,确保为宾客提供高效、优质、个性化的服务体验,满足并超越宾客期望。 2. 制定并优化宾客服务流程与标准,监督团队成员严格执行,保证服务的一致性和高质量。 3. 处理宾客的各类投诉与特殊需求,及时协调相关部门解决,确保宾客满意度达到高水平。 4. 定期收集宾客反馈意见,分析服务中存在的问题,提出改进措施并推动实施,持续提升服务质量。 5. 组织和开展宾客服务培训活动,提升团队成员的服务技能、沟通能力和应急处理能力。 6. 与其他部门保持密切沟通与协作,共同解决宾客在入住期间遇到的问题,确保酒店运营顺畅。 7. 负责宾客服务区域的日常管理工作,包括人员调度、物资管理、环境卫生等,确保区域整洁有序。 8. 参与制定宾客服务相关的预算计划,合理控制成本,提高资源利用效率。 9. 关注行业动态和竞争对手情况,及时调整宾客服务策略,以保持酒店的竞争优势。
- 本科及以上学历,酒店管理、旅游管理等相关专业优先。 2. 具有同岗位一年以上工作经验。 3. 具备出色的宾客服务意识和服务技巧,能够敏锐捕捉宾客需求并提供个性化解决方案。 4. 拥有优秀的沟通协调能力和团队管理能力,能够有效激励和引导团队成员达成工作目标。 5. 具备较强的应变能力和问题解决能力,能够在复杂情况下迅速做出正确决策并妥善处理问题。 6. 熟练掌握酒店宾客服务流程和相关软件系统,具备良好的数据分析能力。 7. 英语听说读写流利,能够熟练运用英语与外宾进行沟通交流。 8. 具备良好的职业素养和道德品质,工作认真负责,有较强的抗压能力。
Join Crowne Plaza one of the largest and best loved premium hotel brands in the world. With more than 420 hotels in diverse locations globally Crowne Plaza is the perfect base to connect on business, pleasure or a blend of both. We've thoughtfully designed our spaces to encourage, support and celebrate great connections. We're also big on meetings and events, a trusted and valued partner for connecting both domestic and global groups alike.
Our branded service style 'Dare to Connect' is crafted for connection. Designed for humans not nameless guests or colleagues. Still professional but touches guests on an emotional level. Where colleagues take their initiative and use their personality because they make a crucial difference in the guest's experience. The role of every colleague at Crowne Plaza is to create memorable emotional connections and the job of every leader is to create an environment where that can happen.
Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.