GUEST RELATION MANAGER 客户关系经理
上海恒懋置业有限公司
- 公司规模：50-150人
- 公司性质：外资（非欧美）
- 公司行业：酒店/旅游 房地产
职位信息
- 发布日期：2017-03-15
- 工作地点：上海-浦东新区
- 招聘人数：1人
- 工作经验：1年经验
- 学历要求：本科
- 语言要求：英语 精通
- 职位月薪：0.8-1万/月
- 职位类别：宾客服务经理
职位描述
职位描述：
DUTIES AND RESPONSIBILITIES 岗位职责
1. Assist in gathering data for the preparation of the Front Office Departmental Budget.
2. Assist in the preparation of statistical performance and forecast reports as required by GSM.
3. Support the GSM to ensure the co-ordination, service delivery and standards established in ‘The Lanson Place Experience’ uphold its service philosophy and service standards.
4. Attend regular departmental meetings to ensure that all colleagues in his/her purview are kept well informed of development and events. Meet his/her subordinates regularly to ensure that all delegated assignments, tasks and projects are carried out diligently and within set dateline.
5. Review the production of daily reports such as Daily Briefing Summary (revenue report), arrivals, departures, Guest History/Profile and any other reports required by Manager/General Manager.
6. Ensure that all colleagues maintain strict compliance to established grooming standards, punctuality and departmental rules & regulations.
7. Attend the weekly Residents Services Co-ordination Meeting (with Housekeeper, Director of Sales and Engineer) to review each week’s arrivals, departures, VIPs, special attention residents, guest questionnaire (recurring issues & opportunity for improvement) and residents’ activities.
8. Make necessary recommendation to improve service and efficiency.
9. Identify training needs, assist in developing formal training plans and implement training sessions.
10. Prepare regular statistical information and data: Resident History, Ex Resident/VIP address for mailing purpose, training schedule, breakfast consumption and attendance, welcome grocery pack consumption and number of airport pickup service.
Operations:
11. Ensure the well being of the residents and colleagues ensuring that the Security team members are well disciplined and uphold established security and safety procedures diligently.
12. Review for all pre and post arrangements for arrivals and departures - VIPs and long stay residents, in ensuring that all assigned residences are meticulously inspected and set-up according to the set standards (The Lanson Place Experience Apartment Set-Up & Service Standards Guide). This includes meeting residents on arrival and departure.
13. Have knowledge of all Job Descriptions and Standard Operating Procedures relating to each function within the Front Office. Ensure compliance with all policies and procedures, but allow for judgmental flexibility as situations demand.
14. Replace GSM to conduct the actual Welcome & Rooming of new residents and Orientation Tours with support from his/her senior colleagues in Front Office.
15. Ensure the smooth operations of Breakfast Service ensuring a high standard in set-up, quality food, beverage and service.
16. Ensure that all operating equipment in the Breakfast Lounge are well maintained and in tiptop condition.
17. Develop and maintain good rapport with residents: ensures all residents are well looked after and cared for.
18. Implement planned activities and regular resident events; assist residents with their own activities to ensure that every activity and event is successfully delivered to the satisfaction of residents.
19. Be knowledgeable of all services available within the Serviced Residences.
20. In absence of the GSM, conduct departure interview with long stay residents to obtain direct feedback in particular on property design, furnishing, comfort of apartment and etc.
21. Maintain close relationship with Housekeeping and Engineering to ensure that all residents’ concerns and requests are handled efficiently.
22. Conduct regular fortnightly inspection of Residents’ Experience Areas (Entrance, Porte Cochere, Lobby, Gardens, Lounges, Courtyard, Gym, Swimming Pool, Floor corridors) and ensure that furnishing, facilities, equipment, plants and floral arrangement are well maintained and kept in tip top condition.
23. Ensure that all work areas and back of house within the Front Office department, such as Back Office, Store rooms, corridors and meeting rooms are well maintained and clean/tidy at all times.
24. Ensure the all facilities and equipment in the Recreation Club are in tip top condition and service rendered to the residents are in the highest level of standard to ensure guest satisfaction.
25. Maintain good contact and rapport with fellow colleagues in other Lanson Place properties to support each other and encourage cross selling of Lanson Place properties.
26. Participate in Manager On Duty (M.O.D.) coverage as required by management.
27. Be well versed with the latest information of the city and country, up to date with activities and events and establish good contacts in the city to assist residents with their requests.
28. Work closely with Sales department in areas such as viewings and special requests.
29. Perform any other duties and special projects that may be assigned from time to time by the Manager or Lanson Place Corporate Office.
REQUIREMENTS 岗位要求
1.Must be foreigners
2.College degree or above, major in hotel management is preferred
3.1-3 years working experience in Hotel industry.
4.Fluent in spoken and written English, able to speak Chinese is a plus.
5.Strong interpersonal skills, good team work spirit.
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DUTIES AND RESPONSIBILITIES 岗位职责
1. Assist in gathering data for the preparation of the Front Office Departmental Budget.
2. Assist in the preparation of statistical performance and forecast reports as required by GSM.
3. Support the GSM to ensure the co-ordination, service delivery and standards established in ‘The Lanson Place Experience’ uphold its service philosophy and service standards.
4. Attend regular departmental meetings to ensure that all colleagues in his/her purview are kept well informed of development and events. Meet his/her subordinates regularly to ensure that all delegated assignments, tasks and projects are carried out diligently and within set dateline.
5. Review the production of daily reports such as Daily Briefing Summary (revenue report), arrivals, departures, Guest History/Profile and any other reports required by Manager/General Manager.
6. Ensure that all colleagues maintain strict compliance to established grooming standards, punctuality and departmental rules & regulations.
7. Attend the weekly Residents Services Co-ordination Meeting (with Housekeeper, Director of Sales and Engineer) to review each week’s arrivals, departures, VIPs, special attention residents, guest questionnaire (recurring issues & opportunity for improvement) and residents’ activities.
8. Make necessary recommendation to improve service and efficiency.
9. Identify training needs, assist in developing formal training plans and implement training sessions.
10. Prepare regular statistical information and data: Resident History, Ex Resident/VIP address for mailing purpose, training schedule, breakfast consumption and attendance, welcome grocery pack consumption and number of airport pickup service.
Operations:
11. Ensure the well being of the residents and colleagues ensuring that the Security team members are well disciplined and uphold established security and safety procedures diligently.
12. Review for all pre and post arrangements for arrivals and departures - VIPs and long stay residents, in ensuring that all assigned residences are meticulously inspected and set-up according to the set standards (The Lanson Place Experience Apartment Set-Up & Service Standards Guide). This includes meeting residents on arrival and departure.
13. Have knowledge of all Job Descriptions and Standard Operating Procedures relating to each function within the Front Office. Ensure compliance with all policies and procedures, but allow for judgmental flexibility as situations demand.
14. Replace GSM to conduct the actual Welcome & Rooming of new residents and Orientation Tours with support from his/her senior colleagues in Front Office.
15. Ensure the smooth operations of Breakfast Service ensuring a high standard in set-up, quality food, beverage and service.
16. Ensure that all operating equipment in the Breakfast Lounge are well maintained and in tiptop condition.
17. Develop and maintain good rapport with residents: ensures all residents are well looked after and cared for.
18. Implement planned activities and regular resident events; assist residents with their own activities to ensure that every activity and event is successfully delivered to the satisfaction of residents.
19. Be knowledgeable of all services available within the Serviced Residences.
20. In absence of the GSM, conduct departure interview with long stay residents to obtain direct feedback in particular on property design, furnishing, comfort of apartment and etc.
21. Maintain close relationship with Housekeeping and Engineering to ensure that all residents’ concerns and requests are handled efficiently.
22. Conduct regular fortnightly inspection of Residents’ Experience Areas (Entrance, Porte Cochere, Lobby, Gardens, Lounges, Courtyard, Gym, Swimming Pool, Floor corridors) and ensure that furnishing, facilities, equipment, plants and floral arrangement are well maintained and kept in tip top condition.
23. Ensure that all work areas and back of house within the Front Office department, such as Back Office, Store rooms, corridors and meeting rooms are well maintained and clean/tidy at all times.
24. Ensure the all facilities and equipment in the Recreation Club are in tip top condition and service rendered to the residents are in the highest level of standard to ensure guest satisfaction.
25. Maintain good contact and rapport with fellow colleagues in other Lanson Place properties to support each other and encourage cross selling of Lanson Place properties.
26. Participate in Manager On Duty (M.O.D.) coverage as required by management.
27. Be well versed with the latest information of the city and country, up to date with activities and events and establish good contacts in the city to assist residents with their requests.
28. Work closely with Sales department in areas such as viewings and special requests.
29. Perform any other duties and special projects that may be assigned from time to time by the Manager or Lanson Place Corporate Office.
REQUIREMENTS 岗位要求
1.Must be foreigners
2.College degree or above, major in hotel management is preferred
3.1-3 years working experience in Hotel industry.
4.Fluent in spoken and written English, able to speak Chinese is a plus.
5.Strong interpersonal skills, good team work spirit.
职能类别： 宾客服务经理
公司介绍
上海恒懋置业有限公司诚聘
联系方式
- 公司地址：上班地址：启帆路433弄1号