Grand Kempinski Hotel Shanghai China

Shanghai, China

Executive Floor Agent 行政楼层接待员 – (in English)

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Grand Kempinski Hotel Shanghai

Grand Kempinski Hotel Shanghai is centrally located in the Lujiazui financial and trade section of the prestigious Pudong district and offers sweeping views of the Huangpu River and the Shanghai skyline. Grand Kempinski Hotel Shanghai has 686 rooms and suites, 6 restaurants & bars as well as extensive banquet facilities for up to 720 guests. It also has an oversized indoor pool, Spa and state-of-the-art fitness center on the 30th floor with panoramic view. Within walking distance to the Oriental Pearl Tower and only a short drive away from The Bund, New International Expo Centre and luxurious shopping centres, the hotel is easy access to any well-known landmarks of Shanghai. The Pudong and Hongqiao international airports can also be reached within 45 minutes.

SCOPE

The incumbent in this position is responsible for providing an array of personalized services to Hotel guests such as the wake up call, newspaper delivery, shoeshine, with a friendly and caring manner according to Kempinski’s policies and procedures and LQA standards.   

OVERALL OBJECTIVES

The job of Executive Floor Receptionist  is executed satisfactorily when:

LQA (Leading Quality Assurance) audit results are 85% and above.

CSS (Customer Satisfaction Survey) results are rated on an average with “5” and above.

Hotel and Outlets are promoted.

VIP guests are met upon arrival, assistance with packing/unpacking is offered and professionally executed.

All guest requests are executed highly professional and efficiently.

MAIN RESPONSIBILITIES

Maintain available to provide assistance for any matter related to making the stay of Hotel guests a pleasant and memorable one.

Coordinate with Room Service the delivery of fruits for VIP guests and prepares the VIP fruit baskets.  Replenish them on a daily basis until the guest’s departure.

For the VIP guests, welcome upon arrival outside their assigned room and offer assistance.

After check-in, introduce themselves to the guest, escort the guest to their room and explain room and hotel facilities and offer assistance for the remainder of their stay.   

Coordinate luggage handling with Concierge sections for arriving and departing guest to ensure safe and timely delivery.

At times, check in the arriving guest and check out the departing guests in a friendly and caring manner according to the procedures and Kempinski standards.

Answer all guest requests and questions in a friendly and caring manner, whether by telephone or in person, provide/receive information and take appropriate actions or refer the matters to the relevant persons to handle.

Offer personalized wake-up to the room with tea or coffee as per guest requests.

Offer assistance to guests with shoe shining, packing and unpacking luggage, collecting and delivering laundry and dry cleaning.

Keep abreast of all hotel promotions, product knowledge, VIP arrivals, and upcoming events in order to be able to answer guest requests and questions.

Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel.

About Kempinski

Hoteliers since 1897, we have travelled the world in search of the most fascinating destinations without ever forgetting the finest traditions of our European heritage.

We are dedicated to please and educated to entertain. We never compromise on the European elegance of service and this, blended with our cultural empathy, allows us to deliver incredible experiences in truly original destinations. We pride ourselves on delivering a beautiful performance for each and every one of our guests. And for our employees, we provide a stage on which they can flourish and realise their full potential.

Grand Kempinski Hotel Shanghai

Grand Kempinski Hotel Shanghai is centrally located in the Lujiazui financial and trade section of the prestigious Pudong district and offers sweeping views of the Huangpu River and the Shanghai skyline. Grand Kempinski Hotel Shanghai has 686 rooms and suites, 6 restaurants & bars as well as extensive banquet facilities for up to 720 guests. It also has an oversized indoor pool, Spa and state-of-the-art fitness center on the 30th floor with panoramic view. Within walking distance to the Oriental Pearl Tower and only a short drive away from The Bund, New International Expo Centre and luxurious shopping centres, the hotel is easy access to any well-known landmarks of Shanghai. The Pudong and Hongqiao international airports can also be reached within 45 minutes.

SCOPE

The incumbent in this position is responsible for providing an array of personalized services to Hotel guests such as the wake up call, newspaper delivery, shoeshine, with a friendly and caring manner according to Kempinski’s policies and procedures and LQA standards.   

OVERALL OBJECTIVES

The job of Executive Floor Receptionist  is executed satisfactorily when:

LQA (Leading Quality Assurance) audit results are 85% and above.

CSS (Customer Satisfaction Survey) results are rated on an average with “5” and above.

Hotel and Outlets are promoted.

VIP guests are met upon arrival, assistance with packing/unpacking is offered and professionally executed.

All guest requests are executed highly professional and efficiently.

MAIN RESPONSIBILITIES

Maintain available to provide assistance for any matter related to making the stay of Hotel guests a pleasant and memorable one.

Coordinate with Room Service the delivery of fruits for VIP guests and prepares the VIP fruit baskets.  Replenish them on a daily basis until the guest's departure.

For the VIP guests, welcome upon arrival outside their assigned room and offer assistance.

After check-in, introduce themselves to the guest, escort the guest to their room and explain room and hotel facilities and offer assistance for the remainder of their stay.   

Coordinate luggage handling with Concierge sections for arriving and departing guest to ensure safe and timely delivery.

At times, check in the arriving guest and check out the departing guests in a friendly and caring manner according to the procedures and Kempinski standards.

Answer all guest requests and questions in a friendly and caring manner, whether by telephone or in person, provide/receive information and take appropriate actions or refer the matters to the relevant persons to handle.

Offer personalized wake-up to the room with tea or coffee as per guest requests.

Offer assistance to guests with shoe shining, packing and unpacking luggage, collecting and delivering laundry and dry cleaning.

Keep abreast of all hotel promotions, product knowledge, VIP arrivals, and upcoming events in order to be able to answer guest requests and questions.

Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel.

About Kempinski

Hoteliers since 1897, we have travelled the world in search of the most fascinating destinations without ever forgetting the finest traditions of our European heritage.

We are dedicated to please and educated to entertain. We never compromise on the European elegance of service and this, blended with our cultural empathy, allows us to deliver incredible experiences in truly original destinations. We pride ourselves on delivering a beautiful performance for each and every one of our guests. And for our employees, we provide a stage on which they can flourish and realise their full potential.