Front Office GRO 前厅宾客关系主任

Job description

About Four Seasons: Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture. At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us. About the location: Pagoda-style pavilions rise amidst exquisite gardens and ponds. With personalised hospitality, Four Seasons provides an unrivalled experience of China’s timeless beauty. Four Seasons Hotels and Resorts is a world-leading luxury hotel management group. As a key member of the group, Four Seasons Hotel Hangzhou at West Lake has been awarded the great honor of a five- star hotel in Forbes Travel Guide 2016 to 2022. As the ancient saying goes, “In the universe, there is heaven; on earth, there is Hangzhou.” Set along the banks of the fabled West Lake, our hotel is a tranquil enclave woven with ponds, courtyards surrounding picturesque Chinese gardens, willow trees and mist-covered lagoons. Wake to views of mountain peaks, ancient temples rising from the greenery or the very waters that have enchanted poets, explorers and emperors for centuries. Start with a cup of Longjing tea in our Lobby Lounge before picking up your bicycles and heading out to explore the city, then come back for a soothing treatment in our chinoiserie-filled Spa, followed by dinner in one of Jin Sha’s private-dining rooms. About the role: 关于职位 : The Front Office GRO welcomes guests to the property, providing an exceptional guest experience at check-in, during the guest’s stay and on departure. This role works to achieve the highest level of guest satisfaction during their arrival and departure, plus responding to a wide variety of guest requests, assessing guest needs, adding personal recommendations, and aligning with Four Seasons service standards. This role is part of the Front Office and Guest Services department, reporting into the Front Desk Manager . 前厅宾客关系 主任负责 迎接到店客人，在入住、住店期间及离店时提供卓越的宾客体验。该岗位致力于在客人抵离期间实现最高水平的满意度，同时需响应各类宾客需求、评估客人需要、提供个性化建议，并确保符合四季酒店的服务标准。此岗位隶属前厅部，向前 台 经理 汇报。 What you will do: 岗位职责 ： Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible 以最高水准的待客之道和专业精神处理所有宾客互动，尽可能满足特殊要求 。 Assists guests in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. 协助宾客解答有关酒店服务、营业时间、酒店主要联系人、店内活动、方位指引等一切问询 Responds to all guest requests in an accurate and timely manner. Interactions with guest will be in person and by phone; 准确且及时地响应所有宾客需求。与宾客的互动将以面对面及电话方式进行 。 Resolves guest complaints, and find opportunities to recognize and personalize the se rvice experience for all guests. 解决宾客投诉，并寻找机会为所有宾客提供具有识别度和个性化的服务体验 。 What you bring : 岗位要求 ： One year experience working within a luxury hotel or similar environment is considered an asset 拥有一年在奢华酒店或类似环境的工作经验者优先 Excellent interpersonal skills and communication skills 出色的 人际交往能力与沟通技巧 。 Cross cultural sensitivity, and customer service orientation 具备跨文化敏感性，并以客户服务为导向 。 Guest centricity and understanding the importance of guest preferences. 以客人为中心，并理解宾客偏好的重要性 。 Mandarin speaking is required . 需具备普通话沟通能力 。 What we offer: 福利待遇 ： Competitive Salary, wages and benefits 具有竞争力的薪资及福利体系 Excellent Training and Development opportunities 完善的培训与发展机会 Complimentary Accommodation at other Four Seasons Hotels and Resort 全球四季酒店及度假村的免费住宿礼遇 。 Complimentary Dry Cleaning for Employee Uniforms 员工制服免费干洗服务 Complimentary Employee Meals 免费员工工作餐 Employee a ctivities 丰富多彩的员工活动 Schedule & Hours: 工作时间安排 ： This is a full-time position 本岗位为全职职位 The working hours will primarily be early mornings and days , during weekdays and weekends. 工作时间将根据部门需求安排，需能适应轮班制（含周末及节假日值班 ） /VE