Guest Services Manager 宾客服务经理

Hotel Brand: Crowne Plaza Hotels & Resorts
Location: China, Beijing, Hangzhou

Hotel: Hangzhou Science City (HGHCT), Chuangjing Road and Yuhangtang Road intersection, No. 5 Building AUX Future City, Yuhang District, 310000

Job number: 109414

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岗位职责：

1.全面掌握前厅部操作系统专业知识和其他相关系统知识，全面掌握酒店标准操作政策和程序方面的知识以及洲际会员活动知识。

2.管理和引导员工并且确保酒店政策和程序的执行，识别员工的培训需求和服务中需要提高的区域。

3.监督客史数据库的维护，积极地获得客人的反馈意见并且通知相关部门改善客人的反馈意见，确保客人的满意度。确保能够及时有效而得体地处理宾客投诉。

4.给管理层和部门经理提供事件报告，以便避免意外事件和投诉的发生。

5.定期地回顾质量标准和服务标准，并且使其符合洲际的质量标准和服务标准。

6.了解本酒店和当地酒店的房间情况。

7.必须完全了解酒店的应急程序，确保在紧急情况发生时，顾客和员工的安全能得到最大的保证，并且要注意酒店利益的保护。

8.其他。

岗位要求：

1.大专及以上学历，流利的英语口语以及书写能力，形象良好,具备良好的领导能力以及人际沟通能力。

2.熟练操作视窗系统。

3.3年及以上国际联号酒店相关工作经验。

Who we are

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.

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Guest Services Manager 宾客服务经理