This job ad has been posted over 90 days ago...
Guest Relation Officer in Chongqing
at
Chongqing First International Service Co. Limited
in Chongqing
Position Summary
职位简述：
1. Arrival 到 达
Creating a warm and welcoming arrival for guests, ensuring an effective and
efficient check-in.
为顾客提供热情周到的接待，有效率的登记入住。
2. Stay 停 留
Ensuring a memorable guest stay by giving caring and courteous guest services,
providing information, responding to problems, and dealing with guests in a friendly
and ever-hospitable manner.
为客人提供热情周到的服务，回答客人的问题，提供信息。
3. Departure离 店
Facilitate a quick and efficient departure by ensuring that all guests leave happy with
their stay.
快速有效的退房手续，确保顾客满意的离开。
4. Leadership领 导
Leading the Front Desk, monitoring performance, providing guidance and make
decisions.
负责领导和作出决定，并管理前厅。
5. Standards标 准
Ensuring consistency of standards throughout the operation by adhering to Hilton
brand standards.
遵循希尔顿品牌标准。
Responsibilities:
工作职责：
1. Supports and motivates Welcome Desk and guest Relations team members by leading by example and employing competent and consistent management practices.
. 通过训练领导和激发礼宾台和宾客关系部团队员工.
2. Actively takes part in training the team, supporting and leading formal training sessions and
focusing on the job training to ensure that all team members are of the same standard. Also
attends training where and when required.
积极地参加职业培训,让员工保持水平一致。
3. Acts as a coach and mentor to team members, reinforcing standards and expectations and
motivating team members to strive for established targets.
做队员的导师，提高员工水平，促进他们完成所设立的目标。
4. Maintains discipline amongst team members, ensuring consistency in accordance with the team
member handbook, Chinese Labour Law and HR guidelines.
确保员工手册，中国的劳动法，HR指南的一致性，必要的时候提供培训。
5. Is involved with the development of high potential team members to ensure that all team members
are trained to progress to the next level of their career.
训练高潜力的员工，提高他们的工作能力。
6. Contributes to the hotel and team by sharing new ideas and suggestions for improvements, being
innovative and creative to provide quality service and customer care to team members and guests.
致力于酒店工作，为酒店发展提供建议，有创新精神，为顾客提供品质服务。
7. Responsible for the smooth induction and facilitation of training for new team members, ensuring
that they are trained to the minimum level standard and that they can competently complete their
job and that they know what is expected of them.
简单易懂的训练新员工，使器其尽快达到胜任工作的最低标准，明白他应该要
做到什么样。
8. Creating a warm and welcoming arrival for guests, ensuring that they feel expected and
immediately “at-home” when they arrive.
为顾客提供热情周到的接待，有效率的登记入住。
9. Checking-in guests in accordance with their reservation details, ensuring that the registration card
is completed, reservation information confirmed, HHonours and Frequent Flyer Number enquired
about, and method of payment secured.
核对宾客完整的预定及详细信息，确保付款方式安全有效。
10. Ensuring that guests are escorted to their room that the hotel facilities and room features are
explained, and that luggage is delivered in a prompt manner.
将客人送至客房，介绍客房布局，确保行李及时寄存等。
11. Handles complaints promptly and efficiently, taking the necessary action, and informing the Guest
Relations Manager or Guest Service Manager for follow up, where appropriate. Follows up with all
guests to ensure satisfaction with problem resolution.
采取必要行动，及时有效的处理顾客的不满，适当的时候告知值班经理或宾客关系经理。回访客人，
确保客人对解决方法满意.
12. Maintains awareness of guest’s profile and specific preferences, ensuring that they are acted upon
for each reservation.
维护顾客的档案及特殊爱好等，确保有效地预订。
13. Acts as the first point of contact and liaison for VIP guests, ensuring that they are treated
personally and recognized as an individual.
作为VIP客人最先联系到的部门，要确保他们的个性化服务。
14. Liaises with Sales, Reservations and the Business Development team to handle corporate.
和销售，预定和商业发展团队共同为客人提供服务.
15. Promotes HHonours and its associated benefits to guests who are not already enrolled in the
program. Ensures that existing Honours members receive personal and professional service that
recognizes them as important guests and that their benefits are received.
确保为会员顾客提供优质专业的服务，劝说顾客加入会员。
16. Allocates rooms in accordance to the guests reservation, preference and remarks, maintaining a
systemized and sales focused approach to room inventory management.
按照客人的预定或喜好安排房间，并做详细目录管理。
17. Ensures that guests profiles and information is input in to the Police Report system in a timely and
accurate way.
及时准确的将客人的信息录入公安报告系统。
18. Applies Hilton Brand Standards in each and every action, acting as a role model and example of
how the standards should be carried out in a practical setting.
遵循希尔顿品牌标准。
19. Has knowledge of the hotels facilities and services as well as basic knowledge of Hilton
International, MEAP & other properties in China.
掌握希尔顿酒店的基本概况。
20. Is up to date with information on facilities, attractions, places of interest, sights and activities in and
around hotel.
了解酒店周边地区的最新信息，名胜，风景地等，为顾客提供方便。
21. Ensures communication, coordination and cooperation between the front desk and other operating
departments, specifically Housekeeping, F&B and Accounts.
确保前台和其他部门间的沟通交流，特别是客房部，餐饮部等。
22. Maintains the hotel systems to ensure accuracy of information and data, and that it is easy to use
and operated in an organized and systemized way. Also Ensures that the Front Desk equipment
and systems are functioning at all times, and that the area is maintained in a clean, tidy and
organized way.
保持酒店数据的准确，便于操作。维持前台设备的正常运做和工作区域的清洁。
23. Passes on information effectively, ensuring that all necessary details are communicated to the
intended person and that any pending action is completed and guest satisfaction confirmed.
Conducts daily briefings, shift handovers, attends meetings and effectively communicates
information to team members.
及时将信息传递至相关人员，确保尚未完成的事情一移交至有关人员，让宾客满意。
24. Ensures that the Assistant Front Desk and Guest Relations Managers are kept aware and up to
date of operational issues.
确保前厅副经理和宾客关系经理知道要完成的任务。
25. Checks Registration cards, meeting and function information, billing instructions, financial records
and reservation backup to ensure that all information received is actioned upon.
核对预定卡，详细信息，预定文件备份等。
26. Completes reports where and when requested, ensuring that they are complete and delivered on
time to the respected party.
如有要求，提供完整的报告，并及时送至所需部门。
27. Ensures that the front desk is kept stocked and maintained with requisitions and that par levels are
maintained and stock tracked.
节约成本，确保存货不浪费。
28. Keeps up to date and aware of competitor activities in order to be proactive and create market
advantage.
警惕商业竞争行为，促进积极的市场发展。
29. Adheres to the hotel selling strategy of Demand Based Pricing and maintains rate integrity by
offering clear, transparent, and value for money rates to guests.
根据价格要求向客人提供相应物有所值的物品。
30. Complies with Health & Safety, Emergency Management, disaster Manual, and Fire procedures
and regulations. In the absence of the Guest Relations Manager, is a part of the Fire Team ands
takes action accordingly.
按照健康安全，危机管理部门，灾难处理方法，救火程序执行。在宾客关系经理不在场的情况下，
成为救火的一部分参与行动。
31. Adheres strictly to standard cash handling procedures amongst team members, ensuring that all
team members balance their float and drop the required amount.
严格遵守现金收付手续。
32. Adheres to the company credit policy at all times when handling cash, credit card transactions, city
ledger, providing currency exchange services, LPO and third party payments for rooms, meetings,
F&B and any other charges that may be incurred by guests.
收取现金，信用卡，代金券，公司或第三方付费等服务时要严格遵守酒店规定。
33. Maintains safety deposit boxes, ensuring that guests valuables are safe and secure at all times.
为客人提供保险箱，保证他们的财物安全。
34. Follows up on outstanding accounts to ensure no loss of revenue and secures method of payment
for upcoming reservations.
确定帐户上没有损失，保证付款安全。
35. Maintains the efficiency of departure by checking all guests folios to ensure accuracy of charges.
保证帐单准确。
36. Manages costs effectively by minimizing and controlling expenses.
控制花费，节约成本。
37. Managers and approves rebates, refunds and discounts where applicable.
在必要的时候给予折扣等优惠。
38. Maintains awareness of sales opportunities within the hotel, maximizing revenue in an ethical and
responsible manner, ensuring the guests receive value for money and adhering to Hilton Brand
Standards.
抓住商机，用合理的方式提高酒店收入，确保客人物有所值。
39. To undertake any other reasonable task or request as directed by the management.
接受部门其他合理的任务或要求的安排。
40. The management reserves the right to change / extend this job description if necessary at any
point of time during her / his employment.
如有必要，该部门有权更改或补充该职位描述。
41. Execute the project responsibilities in the hotel project team(s).
加入酒店的项目工作组时，认真履行相应职责。
42. Ad hoc assignment from the hotel management.
完成酒店管理层交代的其他任务。
Job Specs
职位要求 Education Background
学历：
Associate Degree. (College graduate). Major in hotel management
大专学历，(大学毕业)，主修酒店管理专业。
Experience:
工作经验：
2-3 years working experience with same position in Brand Hotel
2-3年同等岗位品牌酒店工作经验
Skills:
相关技能：
English & computer ability required
英语和电脑运用能力
Others
其它：
Good community ability required
较好的沟通能力
Note: All interested applicants should forward their resume, short video introduction, reference letter(s), copy of degree and passport, full size photograph and Wechat ID via email at cbaidoo22@yahoo.com.
职位简述：
1. Arrival 到 达
Creating a warm and welcoming arrival for guests, ensuring an effective and
efficient check-in.
为顾客提供热情周到的接待，有效率的登记入住。
2. Stay 停 留
Ensuring a memorable guest stay by giving caring and courteous guest services,
providing information, responding to problems, and dealing with guests in a friendly
and ever-hospitable manner.
为客人提供热情周到的服务，回答客人的问题，提供信息。
3. Departure离 店
Facilitate a quick and efficient departure by ensuring that all guests leave happy with
their stay.
快速有效的退房手续，确保顾客满意的离开。
4. Leadership领 导
Leading the Front Desk, monitoring performance, providing guidance and make
decisions.
负责领导和作出决定，并管理前厅。
5. Standards标 准
Ensuring consistency of standards throughout the operation by adhering to Hilton
brand standards.
遵循希尔顿品牌标准。
Responsibilities:
工作职责：
1. Supports and motivates Welcome Desk and guest Relations team members by leading by example and employing competent and consistent management practices.
. 通过训练领导和激发礼宾台和宾客关系部团队员工.
2. Actively takes part in training the team, supporting and leading formal training sessions and
focusing on the job training to ensure that all team members are of the same standard. Also
attends training where and when required.
积极地参加职业培训,让员工保持水平一致。
3. Acts as a coach and mentor to team members, reinforcing standards and expectations and
motivating team members to strive for established targets.
做队员的导师，提高员工水平，促进他们完成所设立的目标。
4. Maintains discipline amongst team members, ensuring consistency in accordance with the team
member handbook, Chinese Labour Law and HR guidelines.
确保员工手册，中国的劳动法，HR指南的一致性，必要的时候提供培训。
5. Is involved with the development of high potential team members to ensure that all team members
are trained to progress to the next level of their career.
训练高潜力的员工，提高他们的工作能力。
6. Contributes to the hotel and team by sharing new ideas and suggestions for improvements, being
innovative and creative to provide quality service and customer care to team members and guests.
致力于酒店工作，为酒店发展提供建议，有创新精神，为顾客提供品质服务。
7. Responsible for the smooth induction and facilitation of training for new team members, ensuring
that they are trained to the minimum level standard and that they can competently complete their
job and that they know what is expected of them.
简单易懂的训练新员工，使器其尽快达到胜任工作的最低标准，明白他应该要
做到什么样。
8. Creating a warm and welcoming arrival for guests, ensuring that they feel expected and
immediately “at-home” when they arrive.
为顾客提供热情周到的接待，有效率的登记入住。
9. Checking-in guests in accordance with their reservation details, ensuring that the registration card
is completed, reservation information confirmed, HHonours and Frequent Flyer Number enquired
about, and method of payment secured.
核对宾客完整的预定及详细信息，确保付款方式安全有效。
10. Ensuring that guests are escorted to their room that the hotel facilities and room features are
explained, and that luggage is delivered in a prompt manner.
将客人送至客房，介绍客房布局，确保行李及时寄存等。
11. Handles complaints promptly and efficiently, taking the necessary action, and informing the Guest
Relations Manager or Guest Service Manager for follow up, where appropriate. Follows up with all
guests to ensure satisfaction with problem resolution.
采取必要行动，及时有效的处理顾客的不满，适当的时候告知值班经理或宾客关系经理。回访客人，
确保客人对解决方法满意.
12. Maintains awareness of guest’s profile and specific preferences, ensuring that they are acted upon
for each reservation.
维护顾客的档案及特殊爱好等，确保有效地预订。
13. Acts as the first point of contact and liaison for VIP guests, ensuring that they are treated
personally and recognized as an individual.
作为VIP客人最先联系到的部门，要确保他们的个性化服务。
14. Liaises with Sales, Reservations and the Business Development team to handle corporate.
和销售，预定和商业发展团队共同为客人提供服务.
15. Promotes HHonours and its associated benefits to guests who are not already enrolled in the
program. Ensures that existing Honours members receive personal and professional service that
recognizes them as important guests and that their benefits are received.
确保为会员顾客提供优质专业的服务，劝说顾客加入会员。
16. Allocates rooms in accordance to the guests reservation, preference and remarks, maintaining a
systemized and sales focused approach to room inventory management.
按照客人的预定或喜好安排房间，并做详细目录管理。
17. Ensures that guests profiles and information is input in to the Police Report system in a timely and
accurate way.
及时准确的将客人的信息录入公安报告系统。
18. Applies Hilton Brand Standards in each and every action, acting as a role model and example of
how the standards should be carried out in a practical setting.
遵循希尔顿品牌标准。
19. Has knowledge of the hotels facilities and services as well as basic knowledge of Hilton
International, MEAP & other properties in China.
掌握希尔顿酒店的基本概况。
20. Is up to date with information on facilities, attractions, places of interest, sights and activities in and
around hotel.
了解酒店周边地区的最新信息，名胜，风景地等，为顾客提供方便。
21. Ensures communication, coordination and cooperation between the front desk and other operating
departments, specifically Housekeeping, F&B and Accounts.
确保前台和其他部门间的沟通交流，特别是客房部，餐饮部等。
22. Maintains the hotel systems to ensure accuracy of information and data, and that it is easy to use
and operated in an organized and systemized way. Also Ensures that the Front Desk equipment
and systems are functioning at all times, and that the area is maintained in a clean, tidy and
organized way.
保持酒店数据的准确，便于操作。维持前台设备的正常运做和工作区域的清洁。
23. Passes on information effectively, ensuring that all necessary details are communicated to the
intended person and that any pending action is completed and guest satisfaction confirmed.
Conducts daily briefings, shift handovers, attends meetings and effectively communicates
information to team members.
及时将信息传递至相关人员，确保尚未完成的事情一移交至有关人员，让宾客满意。
24. Ensures that the Assistant Front Desk and Guest Relations Managers are kept aware and up to
date of operational issues.
确保前厅副经理和宾客关系经理知道要完成的任务。
25. Checks Registration cards, meeting and function information, billing instructions, financial records
and reservation backup to ensure that all information received is actioned upon.
核对预定卡，详细信息，预定文件备份等。
26. Completes reports where and when requested, ensuring that they are complete and delivered on
time to the respected party.
如有要求，提供完整的报告，并及时送至所需部门。
27. Ensures that the front desk is kept stocked and maintained with requisitions and that par levels are
maintained and stock tracked.
节约成本，确保存货不浪费。
28. Keeps up to date and aware of competitor activities in order to be proactive and create market
advantage.
警惕商业竞争行为，促进积极的市场发展。
29. Adheres to the hotel selling strategy of Demand Based Pricing and maintains rate integrity by
offering clear, transparent, and value for money rates to guests.
根据价格要求向客人提供相应物有所值的物品。
30. Complies with Health & Safety, Emergency Management, disaster Manual, and Fire procedures
and regulations. In the absence of the Guest Relations Manager, is a part of the Fire Team ands
takes action accordingly.
按照健康安全，危机管理部门，灾难处理方法，救火程序执行。在宾客关系经理不在场的情况下，
成为救火的一部分参与行动。
31. Adheres strictly to standard cash handling procedures amongst team members, ensuring that all
team members balance their float and drop the required amount.
严格遵守现金收付手续。
32. Adheres to the company credit policy at all times when handling cash, credit card transactions, city
ledger, providing currency exchange services, LPO and third party payments for rooms, meetings,
F&B and any other charges that may be incurred by guests.
收取现金，信用卡，代金券，公司或第三方付费等服务时要严格遵守酒店规定。
33. Maintains safety deposit boxes, ensuring that guests valuables are safe and secure at all times.
为客人提供保险箱，保证他们的财物安全。
34. Follows up on outstanding accounts to ensure no loss of revenue and secures method of payment
for upcoming reservations.
确定帐户上没有损失，保证付款安全。
35. Maintains the efficiency of departure by checking all guests folios to ensure accuracy of charges.
保证帐单准确。
36. Manages costs effectively by minimizing and controlling expenses.
控制花费，节约成本。
37. Managers and approves rebates, refunds and discounts where applicable.
在必要的时候给予折扣等优惠。
38. Maintains awareness of sales opportunities within the hotel, maximizing revenue in an ethical and
responsible manner, ensuring the guests receive value for money and adhering to Hilton Brand
Standards.
抓住商机，用合理的方式提高酒店收入，确保客人物有所值。
39. To undertake any other reasonable task or request as directed by the management.
接受部门其他合理的任务或要求的安排。
40. The management reserves the right to change / extend this job description if necessary at any
point of time during her / his employment.
如有必要，该部门有权更改或补充该职位描述。
41. Execute the project responsibilities in the hotel project team(s).
加入酒店的项目工作组时，认真履行相应职责。
42. Ad hoc assignment from the hotel management.
完成酒店管理层交代的其他任务。
Job Specs
职位要求 Education Background
学历：
Associate Degree. (College graduate). Major in hotel management
大专学历，(大学毕业)，主修酒店管理专业。
Experience:
工作经验：
2-3 years working experience with same position in Brand Hotel
2-3年同等岗位品牌酒店工作经验
Skills:
相关技能：
English & computer ability required
英语和电脑运用能力
Others
其它：
Good community ability required
较好的沟通能力
Note: All interested applicants should forward their resume, short video introduction, reference letter(s), copy of degree and passport, full size photograph and Wechat ID via email at cbaidoo22@yahoo.com.
Published at 27-Jun-2018
Viewed: 5255 times
Viewed: 5255 times