To supervise GuestLoyalty Team, ensures that they are adhering to all hotel policies, proceduresand standards while striving towards total guest satisfaction. To ensure thatthe Guest Loyalty area is working in a professional manner at all times.Responsible for hiring, training and development of all W Lounge-related talents,so they are hospitable, outgoing and guest oriented.
监督宾客关系部,确保他们遵循酒店的规章制度,服务程序及标准并致力于提高所有客人的满意度。确保英才能始终保持专业的态度。负责所有宾客关系英才的雇用,培训和发展事宜,使他们成为热情好客的和以客人为宗旨的英才。
Provides servicesthat are above and beyond for customer satisfaction and retention.
为客人提供超越预期的服务,实现客户满意并提高客户忠诚度。
ProblemResolution- Ability to record, track and resolve guest problems via propertysoftware (i.e. PMS,GXP, etc.) handle emergencies, andeffectively deal with customer issues and complaints.
解决问题-能通过酒店系统(比酒店操作系统,万豪的GXP系统等)记录,跟踪和解决客人的问题, 处理突发情况,和有效的处理客人的问题和投诉。
Basic ComputerSkills - Uses basic computer hardware and software (e.g., Microsoft PPT,Word,Excel etc.).
使用电脑的技能-能够使用办公软件如PPT,Word,Excel等等。
MathematicalReasoning - Demonstrates ability to add, subtract, multiply, or divide quickly,correctly, and in a way that allows one to solve work-related issues. 数据分析推理-迅速和准确地分析数据来处理工作相关的事务。
Communicates andwrites with fluency in English and Mandarin.
能够流利使用英文和普通话以书面和口头进行沟通。