Front Office Guest Relations Officer

About the role:

关于职位:

The FrontOffice GROwelcomes guests to the property, providing an exceptional guest experience at check-in, during theguest’sstay 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 FrontDeskManager.

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。

• Assistsguests 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 inan accurateandtimelymanner. 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 guestcomplaints,andfind opportunities to recognize and personalize the service 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。

Whatyou bring:

岗位要求：

• One yearexperience 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 ofguestpreferences.

• 以客人为中心，并理解宾客偏好的重要性。

• Mandarin speaking isrequired.

• 需具备普通话沟通能力。

What we offer:

福利待遇：

• Competitive Salary,wagesandbenefits 

• 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

• Employeeactivities

• 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）