禮賓部及賓客關系經理 我們正在尋找一位禮賓部及賓客關系經理 作為禮賓部及賓客關系經理，我們希望您: 1. 全面負責禮賓部及賓客關系部日常運營并處理突發事件。 2. 熟知當地及周邊景區景點，餐館，娛樂場所及商務中心，為客人提供個性化服務。 3. 培訓部門員工，促進工作水平的提高及進一步的職業規劃。 4. 致力于酒店工作，為酒店發展提供創造性的建議，為顧客和整個團隊提供高品質服務。 5. 為顧客提供熱情周到的服務，有賓至如歸感。 6. 有條理的安放和儲存客人的行李并確保安全。 7. 確保大堂的整潔衛生，及常用客用資料和物品等的補充更新。 8. 確保根據不同需求為賓客提供票務信息確認，預定等服務。 9. 對酒店設施設備的非正常運轉予以及時報告，并跟進直至問題解決。 10. 負責VIP客人的接待，提升客人滿意度。 我們希望尋找這樣的您： 1. 熱愛酒店行業。 2. 氣質形象好。 3. 能流利地用英文與外國客人溝通。 4. 具有國際品牌禮賓部經理或值班經理或賓客關系經理至少一年的相關工作經驗。 5. 能適應倒班工作。

崗位為瑞吉酒店招聘 崗位職責 1. 負責酒店VIP客戶及重要賓客的接待、維護及關系管理工作，提供個性化服務體驗 2. 建立并完善客戶檔案系統，定期分析客戶消費行為，制定精準的客戶維系方案 3. 處理賓客投訴及特殊需求，協調各部門資源確保問題高效解決 4. 策劃并執行客戶忠誠度計劃，提升客戶復購率及滿意度 5. 定期回訪重點客戶，收集反饋意見并推動服務改進 6. 監控客戶滿意度指標，定期提交服務質量分析報告 崗位要求 1. 三年以上高端酒店前廳、賓客服務或客戶關系管理相關工作經驗 2. 出色的客戶服務意識，具備處理復雜客戶問題的應變能力 3. 優秀的溝通協調能力，能熟練使用普通話及基礎英語進行商務交流 4. 熟練操作酒店PMS系統及Office辦公軟件，具備數據分析能力 5. 形象氣質佳，具備商務禮儀素養，能適應彈性工作時間 6. 有酒店忠誠度計劃運營經驗者優先

【崗位職責】 1、通過訓練領導和激發禮賓臺和賓客關系部團隊員工 2、積極地參加職業培訓，讓員工保持水平一致。 3、做隊員的導師，提高員工水平，促進他們完成所設立的目標。 4、確保員工手冊，相關勞動法，HR指南的一致性，必要的時候提供培訓。 5、訓練有潛力的員工，提高他們的工作能力。 6、致力于酒店工作，為酒店發展提供建議，有創新精神，為顧客提供品質服務。 7、簡單易懂的訓練新員工，使其盡快達到勝任工作的標準。 8、為顧客提供熱情服務，讓他們立刻有回家的感覺。 9、核對賓客完整的預定及詳細信息，確保付款方式安全有效。 10、將客人送至客房，介紹客房布局，確保行李及時寄存等。 11、采取必要行動，及時有效的處理顧客的不滿，適當的時候告知值班經理或賓客關系經理。回訪客人，確保客人對解決方法滿意。 12、維護顧客檔案和信息，確保有效的預定。 13、征詢客人的反饋和評價，以提高服務質量，預防事故發生。 14、和銷售，預定和商業發展團隊共同為客人提供服務 14、確保VIP客人的待遇，核對所有預定信息，確保VIP房間所有物品準備齊全。 15、確保在VIP客人到達之前，房間所有物品準備齊全，并且符合VIP身份。向上級部門提供VIP客人的信息及相關報告備用。 16、負責分類管理，確保為會員顧客提供優質專業的服務，推薦顧客加入會員。負責管理員工晉升以及一切和有聯系的事物。 17、與賓客服務經理聯系，確保房間的分配與客人的預訂及喜好等保持一致，集中管理銷售庫存。 18、確保賓客檔案信息及時錄入公安報告系統。 19、遵循酒店品牌標準。 20、掌握酒店酒店的基本概況。 21、了解酒店周邊地區的信息，名勝，風景地等，為顧客提供方便。 22、與餐飲部，客房部，工程部等進行有效的聯絡。 23、保持酒店數據的準確，便于操作，維持前廳設備。

1.一年以上服務行業客服工作經驗，能熟練使用常見辦公軟件； 2.具備良好的親和力、溝通協調能力、執行力、富有團隊合作及敬業精神； 3.具有FOM，FBM經驗優先考慮；

Key Duties and Responsibilities 主要義務和職責 § Managing the reception for the guest of owner office effectively and efficiently. § 有效、高效的組織業主公司客人的接待工作。 § Ensures that the guests are communicated with and assisted in an efficient, warm and professional manner by all team members. § 確保所有人員以有效、熱情和專業的方式與客人溝通及幫助客人。 § Actively review guest comments and feedback, communicate this with the team members and implement procedures to enhance guest satisfaction. § 主動查看客人的意見和反饋，將意見和反饋傳遞給團隊成員并采取措施提高客人滿意度。 § Have full knowledge of all products and services provided by the resort and in the local area. § 熟悉酒店及周邊地區的產品知識和所具備的服務。 § Inform the respective departments of special guest or group needs and requirements to ensure guest satisfaction. § 告知其他部門客人或團隊的特殊需求，確保客人滿意度。 § Establishes and maintains close working relationships with all departments of the hotel to ensure maximum cooperation, productivity, morale and guest service. § 與酒店各部門建立并維持友好的工作關系，確保最大化合作、生產力、士氣和為客人提供的服務。 § Develops relationships with clients, return guests, group contacts etc. to provide maximum personalized guest service. § 與客人、回頭客以及團隊聯系人等建立良好的關系，為其提供個性化賓客服務。 § Makes suggestions for improvements in overall operations with an emphasis on increasing guest satisfaction, revenues as well as reducing costs. § 為整體運營情況的改善提供建議，著重于提高客人滿意度、增加收入及降低成本。 § Attends training on handling required emergency procedures and basic first aid in the case of emergency or guest illness. § 參加緊急情況處理程序及基本急救培訓，如果發生緊急事故或遇客人生病可以進行處理。 § Works flexible hours and schedules according to resort and departmental requirements. § 根據酒店和部門的要求，工作時間和安排靈活。 § Assist with other job related duties when requested by the resort. § 協助其他與工作相關的任務。 § Ensures guest information is kept confidential at all times. No personal or private information about resort guests including room number and arrival and departure dates is to be given out to third parties § 確保在任何時候對客人的信息保密。勿將客人的私人信息如房間號、到店和離店日期與第三方公司分享。 § Consistency monitors of ?service quality, escalating any major problems/complaints to Senior Management § 監督服務質量，將重要的問題和投訴上報給高級管理層。

Primary Responsibilities主要職責 Provide upscale guestservice experiences for clients throughout their stay. Ensure clients areproperly greeted upon their arrival. Actively listen to andresolve guest complaints. Ensure special guests,like disabled people, elderly, children’s and VIPS receive personalized services. Coordinate and managecommunication between guests and staff and follow up to ensure we resolvecustomer concerns. Inform the clients ofour hotel services, including breakfast and dining options. Analyse customerfeedback from hotel guestbook and online reviews and suggest ways to improveratings. Recommend local touristspots, including places to dine shop and sight see. Be efficient inassisting guests with any requirement’s, handle customers enquires and feedbackin professional manner. Analyses and responds appropriately to issues raised by guests or mysteryshopper Consistently monitorsand adheres to Sofitel operating standards and service culture Luxury service orientedand proud to extend service Deals diplomatically andskillfully during guest interactions. 在客戶住店過程中為客戶提供優質服務體驗。 確保客人的到來受到歡迎。 積極傾聽并解決客人的投訴。 確保特殊客人（如：殘疾人，老人，兒童和VIPS）獲得個性化服務。 協調和管理客人與員工之間的溝通，并采取后續行動，以確保我們解決客戶的疑慮。 向客戶告知我們的酒店服務，包括早餐和用餐選擇。 分析來自酒店留言簿和在線評論的客戶反饋，并提出提高評分的建議。 推薦當地的旅游景點，包括餐飲，購物和觀光景點。 有效地協助客人滿足任何要求，以專業的方式處理客戶的詢問和反饋。 分析并合理地回復客人或神秘顧客提出的問題。 持續監管和遵循索菲特酒店操作標準和服務文化。 奢華的服務方向和自豪地宣傳奢華的服務。 在客戶交互時，有禮貌，有技巧。 Knowledge and Experience知識和經驗 酒店管理或相關專業的本科或專科學歷，并在國際奢華酒店餐飲管理方面進行過良好的培訓和教育。 三年以上餐飲服務工作經歷。 優秀的英文、印地語聽說讀寫能力，會中文更好。 Bachelor or similardegree from an accredited college or university with major work inTourism/Hotel Management as well as sound training and education in the internationalluxury hotel business management. Minimum five 3 years relevant experience in a managerial position of F&B. Bilingualin English and Hindi, fluent Chinese preferred.

【崗位職責】 1、負責建立并維護與VIP賓客的良好關系，提供個性化服務，提升賓客滿意度及忠誠度 2、處理賓客投訴及特殊需求，協調相關部門及時解決問題，確保賓客體驗 3、定期分析賓客反饋數據，提出服務改進建議并推動實施 4、協助制定賓客關系管理流程及標準，優化服務品質 5、組織并參與VIP賓客的接待、拜訪及回訪工作 6、培訓前臺及客服團隊，提升整體服務水平 【崗位要求】 1、大專及以上學歷，酒店管理、旅游管理或相關專業優先 2、3年以上高星級酒店賓客服務或客戶關系管理經驗 3、具備優秀的溝通協調能力及危機處理能力 4、熟練使用酒店管理系統（如Opera）及辦公軟件 5、英語口語流利，能熟練處理外賓需求 6、形象氣質佳，服務意識強，具備高度責任心

·????????Is open and paysattention to his/her environment to anticipate guests and colleagues needs andexpectations. Handles the guest’s request as a priority. ·????????開放并關注他/她的環境，以預測客人和同事的需求和期望。優先處理客人的要求 ·????????Works together collaboratively with teammembers to develop a mutual relationship of trust and respect.? Always supports colleagues openly in theworking environment ·????????與團隊成員合作，建立相互信任和尊重的關系。在工作環境中始終公開支持同事 ·????????Ensure that all Front Office StandardsOperating policies and procedures are adhered ·????????確保所有前廳標準操作政策和流程得到遵守 ·????????Ensure procedures are being met orexceeded on a daily basis for all loyalty/VIP Guests ·????????確保所有忠誠/VIP客人每天都能遵守或超過流程 ·????????Coordinate the arrival, stay anddeparture experience to ensure a seamless experience ·????????與所有關鍵部門保持聯系，收集正確的信息 ·????????Communicate relevant information andspecial requirements to all departments to ensure the expectations of allloyalty and VIP guests are exceeded ·????????與各部門溝通相關信息和特殊要求，確保所有忠誠客人和VIP客人的期望都能得到滿足 ·????????Work directly with the Front Officeoperation to ensure a seamless experience ·????????與前廳部直接合作，確保無縫體驗 ·????????Advocates positive colleague experiencethrough leadership behaviors that demonstrate commitment to the LeadershipPromise: ·????????通過表現出對領導承諾的領導行為，提倡積極的同事體驗： ·????????Identifies potentials of the teammembers, coaches and mentors them to capitalize on their strengths and managetheir blind spots as they strive to achieve the business goals and personaldevelopment goals ·????????通過表現出對領導承諾的領導行為，提倡積極的同事體驗： ·????????Manages the development plans of teammembers ·????????管理團隊成員的發展計劃 ·????????Manages the succession plan of the team ·????????團隊的繼任計劃 ·????????Creates an environment of trust thatallows team members to express themselves through the available channels ofcommunication ·????????創造一個信任的環境，允許團隊成員通過可用的溝通渠道表達自己。 ·????????Promotes engaging communication withopenness and empathy ·????????以開放和同理心促進互動交流 ·????????Allocates time to understand teammembers as unique individuals ·????????分配時間將團隊成員理解為獨特的個體 ·????????Creates departmental goals andobjectives based on the objectives of the Finance division ·????????根據財務部的目標制定部門目標 ·????????Works on key actions to achieve thegoals, and create score boards where applicable ·????????為實現目標而采取關鍵行動，并在適用的情況下創建記分板。 ·????????Communicates performance objectivesacross teams to foster common goals ·????????跨團隊傳達績效目標，以實現共同目標 ·????????Conducts regular accountabilityconversations to ensure progress towards the goals ·????????定期進行問責制對話，確保實現目標的進展 ·????????Reviews own behaviors and those of theteam members regularly with reference to the Leadership Capability Framework ·????????據領導能力框架定期審查自己的行為和團隊成員的行為。 ·????????Addresses underperformance in a timelymanner following the procedure for implementing corrective actions ·????????按照糾正措施實施程序，及時解決績效不佳的問題。 ·????????Recognizes positive behaviors withmeaningful feedback and inspiring celebrations ·????????通過有意義的反饋和鼓舞人心的慶祝活動認可積極的行為 ·????????Encourages team members to inspire oneanother with positive performance stories ·????????鼓勵團隊成員通過積極的績效故事相互激勵。 ·????????Creates a sense of fun and joy at workwhile holding self and others accountable for?results ·????????在工作中創造一種樂趣和快樂感，同時讓自己和他人對結果負責。 ·????????Actively participates in colleagueactivities ·????????積極參與同事活動 ·????????Familiar with the butler Ambassador job describe ·????????熟悉大使管家的所有工作職責 ·????????Assume Manager On Duty shifts whenneeded ·????????在需要的時候輪班值班經理 Advocatespositive guest experience through leadership behaviors that demonstratecommitment to the Service Promise: 通過表現出對服務承諾的領導行為，倡導積極的客人體驗： ·????????Ensures the work processes areestablished to set the team members to succeed ·????????確保建立工作流程，使團隊成員成功 ·????????Questionsestablished processes and procedures to look for alternative solutions ·????????為尋找替代解決方案而建立的程序和問題 ·????????Ensures all teammembers understand and follow the work processes in the operational departments ·????????確保所有團隊成員理解并遵守運營部門的工作流程。 ·????????Has full awareness,manages all tasks of his staff ·????????充分認識和管理員工的所有任務 ·????????To identify andanticipate Guests’ needs and ensure personalized service is provided ·????????始終如一地提供周到、貼心、真誠的服務。 ·????????To oversee all Butlersand Butler Supervisors and the day-to-day operation of the department ·????????識別和預測客人的需求，確保提供個性化服務 ·????????Attending DailyBriefing with Management and all Department Head ·????????與管理層和所有部門主管一起參加每日簡報 ·????????Ensure repeat guestsare met and greeted on a daily basis and profiles are updated ·????????確保每天接待和接待回頭客，并更新個人資料。 ·?????????long-staying/special-attention/occasion-celebratingguests are taken care of exclusively, paying particular attention to theirneeds and requests ·????????確保長住/特別關注/慶祝活動客人得到專門照顧，特別關注他們的需求和要求 ·????????Direct workassignments of supervisory and non-supervisory personnel ·????????監察人員和非監察人員的直接工作任務； ·????????Inform otheroperating departments of matters related to Butler operations, notably FrontOffice to ensure VIP status and other such information, as well asHousekeeping, Engineering, Laundry, Sales, Food & Beverage, Reservationsetc. ·????????通知其他運營部門與管家運營有關的事項，特別是前臺，以確保VIP狀態和其他信息，以及客房、工程、洗衣、銷售、餐飲、預訂等。 ·????????Schedule routineinspections by supervisors of all butler areas including occupied andnon-occupied rooms ·????????安排所有管家區域（包括有人房間和無人房間）主管的例行檢查。 ·????????Inspect guest roomsand pantries on a regular basis to ensure guest preferences are met ·????????定期檢查客房和餐具室，確保滿足客人的喜好。 ·????????Appraise appearance,discipline and efficiency of all staff under direct supervision ·????????對所有直接監督人員的外貌、紀律和工作效率進行評價。 ·????????Maintain a steadyflow of communication between team and Guest Services Manager, Front OfficeTeam, Housekeeping Team, laundry, Engineering ·????????保持團隊與客戶服務經理、前臺團隊、客房部團隊、洗衣房、工程部之間的穩定溝通。 ·????????Ensure GuestServices Manager is aware of tasks and assignments of every butler ·????????確保賓客服務經理了解每位管家的任務和任務。 ·????????Ensure consumptionof Guest supplies is under control ·????????.確保客人用品的消費得到控制。 ·????????Monitor and controlrelevant procedures including lost and found, key control, etc. ·????????對失物招領、重點控制等相關程序進行監控。 ·????????Ensure Butlersdeliver the Raffles touch by providing pro-active personalized service ·????????通過提供積極主動的個性化服務，確保管家與萊佛士保持聯系。 ·????????Ensure butlersreceive recognition for their efforts in the form of regular feedback ·????????確保管家以定期反饋的形式獲得對其努力的認可。 ·????????Ensure repeat guestsare met and greeted on a daily basis and profiles are updated ·????????確保每天接待和接待回頭客，并更新個人資料 ·????????Ensurelong-staying/special-attention/occasion-celebrating guestsare taken care of exc. ·????????確保長住/特別關注/慶祝活動客人得到專門照顧，特別關注他們的需求和要求。

熟悉五星級酒店前臺運作和管理，熟練使用前臺系統，兩年以上本職位的工作經驗，英語口語流利，良好的溝通及協調能力。

崗位職責： 1、直接向前廳部經理匯報，并就所有與賓客服務及酒店運作相關的問題進行有效的溝通。 2、對接待部和預訂部工作人員進行監督和指導。 3、保證貴賓和會員貴賓受到特別關照。 4、評估員工的工作表現，確保完成日常的客評和會員的工作計劃，達到預算目標。 5、協助客戶關系部門迎接貴賓，為其安排房間并在其離店時送行。 6、熟知酒店緊急情況所有處理程序。 7、評估員工的工作表現，確保完成日常的客評和會員的工作計劃，達到預算目標。 8、 完成上級指派的其它任務。 任職資格： 1、男女不限； 2、能用流利的英語從事前廳服務，形象氣質佳，精通電腦操作，如會基礎日語更佳； 3、熱愛酒店工作，善于交際具有較好的管理和協調能力； 4、注重細節，工作有責任心，執行力較強；

1.?Tohave complete knowledge of the operational systems at Front Office. 全面掌握前廳部操作系統專業知識。 2.?Tohave complete knowledge of Shangri-La standard operating policies andprocedures. 全面掌握香格里拉標準操作政策和程序方面的知識。 3.?Tohave complete knowledge of Shangri-La Program e.g. Golden Circle, FFP, GuestHistory. 全面掌握香格里拉會員活動知識。例如貴賓金環會，飛行里程計劃，客史記錄。 4.?Supervisesthe Guest Relations operation and workflow to maximize guest’s satisfaction. 管理賓客關系部的運作和工作流程，使賓客滿意度最大化。 5.?Identifiesstaff training requirements and service improvements areas. 識別員工的培訓需求和服務中需要提高的區域。 6.?Supervisesand guides all staff to ensure that hotel policies and procedures are adheredto. 管理和引導員工并且確保酒店政策和程序的執行。 7.?Conductsdaily and monthly meetings to highlight areas of improvement in the serviceaspects and obtain feedback. 獲得客人的意見，舉行每日和每月會議并指出服務中需要提高的區域。 8.?Creates a positive and highly motivatedworking environment that promotes and develops teamwork. 創造積極和諧的工作環境以促進和發展團隊精神。 9. Utilizes and develops communication toolsand channels for the dissemination of information and workflow in the section.. 利用和發展溝通交流的工具和途徑， 為部門進行很好的工作信息和流程的傳遞。 10.??Monitors for the accurate maintenance ofguest history database. 監督客史數據庫的維護。 11. Ensuresguest preferences are collected and action upon in order to delight our guests. 確保賓客喜好表的收集和行動實施以便在對客服務中使我們的賓客喜出望外。 12.??Drives customer delight and retention bybeing a role model in delighting guest in every single interaction. 推動喜出望外的賓客忠實感必須在每一次的對客服務接觸中成為令賓客喜出望外的模范。 13.??Actively obtains feedback from guests andinform the relevant departments the actions taken to rectify the feedback andto ensure guests’ satisfaction. 積極地獲得客人的反饋意見并且通知相關部門改善客人的反饋意見， 確保客人的滿意度。 14.?Establishes relationships with guests todelight and gain loyalty. 建立良好的賓客關系贏得客人的忠實感。 15. Ensures guest recognition program aremaintained. 維持感謝回頭客人的賓客認知計劃。 16.? Actively obtains feedback from guests toimprove services and facilities. 積極地贏得客人的反饋意見，提高服務和設施。 17.?Enforces all quality standards andprocedures from VIP guests, pre-arrival, to their arrival, during their staytill their departure. 加強質量標準和VIP客人，預先抵達， 抵達，入住至離店的程序。

You will be responsible to assist with the efficient running of the department in line with Hyatt International's Corporate Strategies and brand standards, whilst meeting employee, guest and owner expectations.? ?The Guest Service Manager is responsible To assist the Front Office / Assistant Front Office Manager in managing the guest service department as a successful independent profit center, ensuring maximum guest satisfaction, through planning, organizing, directing and controlling the Concierge operation and administration.

Russian is preferred 俄語優先 ·? ? ? ????Manage and supervise all tasks ofhis/her staff to ensure guests receive prompt, cordial attention and personalrecognition ·????????指引和監督下屬工作以確保住客第一時間感受到熱忱的關注和辨識 ·????????Demonstratesself-confidence to establish a positive relationship with the guest embodiesthe Accor Hotels values and maximizes all available resources. ·????????展現自信，與客人建立積極的關系，體現酒店價值觀，最大限度地利用所有可用資源。 ·????????Is open and pays attention to his/herenvironment to anticipate guests and colleagues needs and expectations. Handlesthe guest’s request as a priority. ·????????開放并關注他/她的環境，以預測客人和同事的需求和期望。優先處理客人的要求 ·????????Works together collaboratively with teammembers to develop a mutual relationship of trust and respect.? Always supports colleagues openly in theworking environment ·????????與團隊成員合作，建立相互信任和尊重的關系。在工作環境中始終公開支持同事 ·????????Ensure guests receive prompt, courteous,pro-active and personalized service, to consistently provide thoughtful, caringand sincere service ·????????確保客人得到及時、禮貌、主動和個性化的服務。始終如一地提供周到、貼心、真誠的服務。 ·????????Ensure that all Front Office StandardsOperating policies and procedures are adhered ·????????確保所有前廳標準操作政策和流程得到遵守 ·????????Ensure procedures are being met orexceeded on a daily basis for all loyalty/VIP Guests ·????????確保所有忠誠/VIP客人每天都能遵守或超過流程 ·????????Coordinate the arrival, stay anddeparture experience to ensure a seamless experience ·????????協調到達、停留和離開的體驗，確保無縫體驗 ·????????Liaise with all key departments togather the correct information? ·????????與所有關鍵部門保持聯系，收集正確的信息 ·????????Familiar with ?the senior?butler jod describe ·????????熟悉高級管家的所有工作職責 ·????????Communicate relevant information andspecial requirements to all departments to ensure the expectations of all Russian guestand VIP guests are exceeded ·????????與各部門溝通相關信息和特殊要求，確保所有俄羅斯客人和VIP客人的期望都能得到滿足 ·????????Create Daily and Weekly reportshighlighting the upcoming arrivals and in house Guests ·????????創建每日和每周的報告，突出即將到來的客人和住客 ·????????Coordinate with the Front Office andHousekeeping to ensure preferences are consistently met ·????????與前臺和客房部保持協調，確保他們的偏好得到一致的滿足 ·????????Assist VIP and high profile loyaltyguests with preparation of activity itineraries and ground transportation whenapplicable ·????????協助VIP和高忠誠度客人準備活動行程和地面交通 ·????????Ensure Front Office and Accountingcolleagues are aware of special billing arrangements ·????????確保前廳部和會計同事了解特殊的計費安排 ·????????Perform pre-arrival communication to VIPand loyalty guests when necessary to ensure the correct information is obtained ·????????必要時與貴賓和忠誠客人進行預達溝通，以確保獲得正確的信息 ·????????Contact guests during their stay andassist with any needs that arise ·????????在客人入住期間與他們聯系，并協助處理任何可能出現的需求 ·????????Ensure all billing is correct anddelivered the night prior to departure; schedule check out services withUniform/Guest Services team ·????????確保所有賬單無誤，并在出發前一晚交付;與制服/客人服務團隊安排檢查服務 ·????????Review all loyalty/VIP guest incidentsand ensure proper follow up is completed with the relevant departments ·????????審核所有的忠誠/VIP客人事件，確保與相關部門完成適當的跟進 ·????????Assume Manager On Duty shifts whenneeded ·????????在需要的時候替班值班經理 ·????????Monitors butlers to ensure residentsreceive prompt and courteous service ·????????監控管家，確保客人得到及時、禮貌的服務。 ·????????Communicate with Head Butler on allmatters regarding guest services & hotel operations ·????????及時與首席管家交流對客服務和酒店運營的動態 ·????????Ensure room is prepared to requiredstandards and exceeds specific needs of guest ·????????確保客房按標準及住客的特殊需求準備好 ·????????Ensure that pre-stay email sent outprior to guest’s arrival ·????????確保歡迎郵件在客人抵店前發送 ·????????Greet guests on arrival and bid farewellon departure at Hotel main entrance and or the room. ·????????在酒店大堂歡迎及送別客人 ·????????Conduct hotel and room orientation ifneeded ·????????若有需要為住客做酒店和房間的介紹 ·????????Offer welcome drink upon guest’sarriving at the rooms ·????????在房間為到店客人提供歡迎飲料 ·????????Performed in-room check in/in-room checkout if needed ·????????若有需要為客人在房間辦理入住和退房手續 ·????????Offer unpacking services for guest anddo so when requested ·????????當客人要求時為客人提供行李拆包服務 ·????????Ensure high standard of grooming andpresentation of Butler at all times ·????????確保所有管家時刻保持高標準的儀容儀表 ·????????Orchestra thearrival experiences for Villa and Suite rooms ·????????安排好別墅或套房客人辦理入住所需的全部程序 ·????????Ensure services delivered exceed guestexpectations ·????????確保客人收到預期之外的服務 ·????????Be familiar with areas of localinterest, locations, general community activities, cultural events, etc ·????????熟悉當地的風景名勝，人文知識，大型活動等等 ·????????Establish a communication line withguests during residence for any service requirements ·????????在客人住店期間與客人就任何服務需求建立良好的溝通 ·????????Ensures that consumption of residentsupplies is under control ·????????確保客人的消費得到有效控制? ·????????Ensure that up selling is optimized andhotel products and facilities are utilized to the utmost by all residents ·????????確保優化升級銷售，最大限度地利用酒店產品和設施。 ·????????Meet all Suites and Villa guests toobtain their feedbacks on how to improve the services experience ·????????收集所有套房和別墅住客的就如何提升服務體驗的反饋意見 ·????????To satisfy the reasonable needs of allguests and actively arrange for them ·????????滿足一切客人合理需要，并能積極為其安排 ·????????Liaise with Engineering, Housekeeping tomaintain Villa and Suites room by conducting monthly Suites inspection andweekly Villa inspections ·????????協同工程部、客房部做好套房每月檢查和別墅的每周檢查來保持別墅和套房的房間良好狀況 ·????????Provide food and beverage services asrequested in conjunction with Food and Beverage staff ·????????配合餐飲部提供餐飲服務以滿足客人的需求 ·????????Provide 24 hours Butler service forPresidential Villa and Suites when needed ·????????保持和運營部門之間都能有效溝通 ·????????Maintain effective communication withoperational departments ·????????當需要時為總統別墅和套房住客提供24小時貼身管家服務 ·????????actively and effectively solveunexpected problems and Effective follow-up ·????????積極有效的解決突發問題, 并有效的跟進 ·????????Organize complimentary items to Villaand Suites ·????????協調別墅和套房客人的贈品 ·????????Making sure that all preferences andprofile keyed in the system is correct and in order ·????????確保所有的客人喜好和資料準確有序地輸入系統 ·????????Conduct 3 shift briefing (AM, PM) duringabsence of Head Butler ·????????當首席管家不在是協調管理三個班次 ·????????Handle complain occurred and update HeadButler ·????????處理投訴并及時向首席管家 ·????????Make sure Butler tools/operationequipment (buggy, computer, printer, etc) are well maintained, proper stocked,clean and well arranged at all times ·????????確保管家工作的相關的工具、設備受到良好的維護，適當的儲存，清潔及合理安排維護 ·????????Daily inventory Butler items and updateHead Butler if discrepancies found ·????????每日清點管家物品，若有差異及時匯報給首席管家 ·????????Performs routine inspections of all butler areasincluding occupied and non-occupied rooms, pantries, stores, equipments,perishables, stationary, etc. ·????????對所有管家區域進行常規檢查，包括有人和無人房間、餐具室、商店、設備、易腐物品、文具等。 ·????????Conduct daily training for Butler and inspect theservices delivered to guests ·????????每天對管家進行培訓并檢查對客服務 ·????????Orchestra check out experiences ofSuites and Villa guests and make sure the billing is correct ·????????安排好別墅或套房客人退房時的所有程序 ·????????Prepare weekly roster based on occupancy ·????????每周根據入住率排班 ·????????Coordinate with Head Butler to evaluateweekly performance of Butler team ·????????每周配合首席管家評估管家團隊的工作表現 ·????????Update log book and daily shift checklist ·????????每天更新交班本和班次檢查表 ·????????Proactively and initiate servicesimprovement needed to Head Butler/FrontOfficeManager ·????????積極主動地根據首席和前廳部經理的要求改進對客服務 ·????????As mentor to guide new comer to thedepartment and make sure he/she fully understand his/her role ·????????指引部門新員工并確保他/她了解自己的角色 ·????????Making sure that Butler and Club houseteam are familiar with residents ·????????確保管家和會所團隊熟悉每一個住客 ·????????Appraise appearance, discipline andefficiency of all staff under direct supervision and initiate immediateremedial action if necessary ·????????評估直接監督下所有員工的外表、紀律和效率，必要時立即采取補救措施 ·????????Assists in monitoring and controllingrelevant procedures including lost and found, key control, security andemergency procedures, health and safety for employees and residents ·????????協助監督和控制相關程序，包括失物招領、關鍵控制、安全和應急程序、員工和客人的健康和安全。 ·????????Ensures that butlers receiveappreciation for their efforts in the form of regular feedback and recognition ·????????確保管家通過定期反饋和認可的方式獲得對其努力的贊賞 ·????????Ensures that long staying residents/special attention residents/ occasion celebrating residents are given greaterimportance and are taken care of exclusively ·????????確保長期居住的客人/特別關注的居民/慶祝重要場合的客人們得到更大的重視并得到專門照顧 ·????????Ensures all communication is carriedclearly between the team and the Head Butler ·????????確保團隊與管家負責人之間的所有溝通都清晰明了 ·????????Ensures that the Butleris fully aware of the tasks and assignments of every individual within thedepartment ·????????確保管家完全了解部門內每個人的任務和任務 ·????????Conducts regular trainings and roleplays to ensure all trainings are understood by the team ·????????定期進行培訓和角色扮演，以確保團隊理解所有培訓 ·????????Conducts inventories and stock taking ofall items within the jurisdiction of Butlers and is responsible for theordering of new stocks ·????????對管家管轄范圍內的所有物品進行庫存和盤點，并負責訂購新庫存 ·????????ActivelyPromote Important KPIs in Hotels, and supervise and facilitate the completionof members ·????????積極推動酒店重要KPI, 并能督促成員完成 ·????????Provides an environment which iscongenial and ensure that all team members receive unbiased supervision. ·????????提供一個適宜的環境，確保所有團隊成員接受公正的監督

【崗位職責】 1、通過訓練領導和激發禮賓臺和賓客關系部團隊員工 2、積極地參加職業培訓，讓員工保持水平一致。 3、做隊員的導師，提高員工水平，促進他們完成所設立的目標。 4、確保員工手冊，相關勞動法，HR指南的一致性，必要的時候提供培訓。 5、訓練有潛力的員工，提高他們的工作能力。 6、致力于酒店工作，為酒店發展提供建議，有創新精神，為顧客提供品質服務。 7、簡單易懂的訓練新員工，使器其盡快達到勝任工作的最低標準，明白他應該要到什么樣 8、為顧客提供熱情服務，讓他們立刻有回家的感覺。 9、核對賓客完整的預定及詳細信息，確保付款方式安全有效。 10、將客人送至客房，介紹客房布局，確保行李及時寄存等。 11、采取必要行動，及時有效的處理顧客的不滿，適當的時候告知值班經理或賓客關系經理。回訪客人，確保客人對解決方法滿意。 12、維護顧客檔案和信息，確保有效的預定。 13、征詢客人的反饋和評價，以提高服務質量，預防事故發生。 14、和銷售，預定和商業發展團隊共同為客人提供服務 14、確保VIP客人的待遇，核對所有預定信息，確保VIP房間所有物品準備齊全。 15、確保在VIP客人到達之前，房間所有物品準備齊全，并且符合VIP身份。向上級部門提供VIP客人的信息及相關報告備用。 16、負責分類管理HHonours，確保為會員顧客提供優質專業的服務，勸說顧客加入會員。負責管理員工晉升以及一切和 HHonours 有聯系的事物。 17、與賓客服務經理聯系，確保房間的分配與客人的預訂及喜好等保持一致，集中管理銷售庫存。 18、確保賓客檔案信息及時錄入公安報告系統 19、遵循酒店品牌標準。 20、掌握酒店酒店的基本概況。 21、了解酒店周邊地區的最新信息，名勝，風景地等，為顧客提供方便。 22、與餐飲部，客房部，工程部等進行有效的聯絡。 23、保持酒店數據的準確，便于操作。維持前廳設備

崗位職責： 1、負責處理賓客的問題和投訴； 2、負責重要賓客的迎領工作； 3、進行整個酒店的安全和日常的設備檢查工作。 Position Statement: 1. Responsible for dealing complaints and problems from guests. 2. Responsible for the reception of important guests. 3. Daily check of the safety and equipments of the hotel. 任職資格： 1、男女不限； 2、能用流利的日語從事前廳服務，形象氣質佳，精通電腦操作； 3、熱愛酒店工作，善于交際具有較好的管理和協調能力； 4、注重細節，工作有責任心，執行力較強； 1. Not limited to men and women. 2. Offer service in front office with fluent Japanese ；proficient in computer operation. 3. Dynamic, Passionate for hotel industry, excellent in communication and has good management and coordinate ability. 4. Pay attention to details, be responsible for the work and has strong executive force. 福利待遇： ※ 月休8天，享有法定節假日 ※ 健康美味的免費工作餐 ※ 寬敞舒適、設備齊全的員工宿舍，宿舍交通便利，步行直達 ※ 無論住宿與否，均享有住房補貼 ※ 夜班津貼、兩頭班津貼 ※ 繳交養老保險、醫療保險、工傷保險、失業保險、生育保險及住房公積金 ※ 每月生日福利、優秀員工獎勵 ※ 帶薪年假、帶薪病假、婚假、產假等各類福利假期 ※ 婚禮/生育禮金、住院慰問、喪禮慰問金 ※ 各類豐富多彩的在職培訓及員工活動 ※ 集團晉升、調任機會/良好的職業發展規劃及平臺

Job Description 崗位職責： 1. On the day of arrival, ensure all special requests are followed up, for example, mini bar, rollaway, special requests確保所有當天的特殊要求的跟進，例如小酒吧，飯店以及特殊的要求 2. Ensure all information is prepared in advance for the guest. 確保提前為客人準備好所有信息 3. Check arrivals and transportation details ensuring bookings are made. 檢查旅客及交通詳情，以確保做好預定 4. Obtain departure details from the day prior. 在前一天取得離店詳情 5. Send out thank you letters 發送感謝信 6. Send out newsletters發送簡報 7. Send out comment cards. 發送意見卡 8. Greet Hotel guests and visitors promptly and courteously. 及時，禮貌的迎接酒店的客人 9. Communicate Hotel product knowledge and philosophies to visitors and guests. 與客人溝通酒店服務信息 10. Provide hands on support to reception and concierge as required. 對前臺和禮賓部的要求提供支持 11.Be responsible for the complete guest satisfaction and check in procedure for groups. 負責客人滿意度以及團體的入住手續辦理 12. Keep abreast with Hotel product knowledge, activities, banquets, function and special events motivating guests to utilise Hotel facilities and services. 隨時了解酒店的產品知識，活動，宴會，功能和大事件，鼓勵客人運用酒店的服務與設備 13.? Ensure work area is kept neat and tidy. 確保工作區域保持整潔 Job Requirement 崗位要求： 1. Strong computer systems skills including; reservations and reporting systems熟悉電腦操作，包括預定及報表系統 2. Strong financial acumen財務敏銳性 3. Excellent communication skills, ability to influence situations良好的溝通能力 4. Able to collaborate effectively with other hotel employees and managers to ensure teamwork良好的團隊協作能力 5. Strong Microsoft Office suite and reporting system skills熟悉電腦操作系統 6. Ability to work a flexible schedule 愿意倒班

Primary Responsibilities 主要職責 1.Manages all operational tasks as well as their respective delegation and follow-up. 管理前廳部所有運營任務以及與之相關的委派與跟進。 2.Coordinates management of the Front Desk, Fairmont Gold, Concierge and Royal Service to ensure a smooth operation and the highest level of guest satisfaction。 協調前臺、金尊費爾蒙、禮賓部和皇家服務等部門的工作，以確保運營順暢及客人滿意度。 3.Conducts daily walk-through to ensure LQA standards are implemented and delivered to every guest. 進行每日巡視以確保領先質量保證標準在對客服務中被遵守和執行。 4.Maintains high visibility with guests and colleagues, ensure that guest and colleague concerns are resolved in a professional and timely manner. 積極參與部門日常運營，以確保客人或同事的問題能夠在最短的時間內以專業的方式得以解決。 5.Attends to referred and unsolved problematic situations such as complaint handling, takes initiative action and be entrepreneurial. 主動關注并參與如客人投訴等待解決問題的跟進和處理。 6.Prepare, develop, implement and evaluate up-selling and ALL-Accor Live Limitless member enrollment strategy, to maximize room revenue & guest loyalty. 起草、發展、實施和評估前臺升賣和雅高心悅界會員招募計劃，以最大化收益和客人忠實度。 7.Ensures that all Front Officerelated Hotel Policies and Procedures are adhered. 確保與部門相關的酒店各項政策與程序都被嚴格執行。 8.Detailed hotel product knowledge, up-to-date with VIP arrivals & events within the hotel and the destination. 明晰酒店產品知識，確保貴賓及活動信息的時效性和準確性。 9.Presence in the Front Office and lobby area at critical guest flow time. 客流高峰期間在前廳及大堂區域督導部門運營。 10.Involvement in guest complaint handling, whenever the situation required, to Adheres to and promotes the health & safety policies to ensure a safe work environment and knowledgeable all safety & emergency procedures. 堅持并推行健康與安全政策，以確保安全的工作環境；同時確保所有同事都熟悉了解并掌握安全及緊急程序。 11.Verifies that all information requested by the local police authorities are adhered to and prepared accurately. 確保由當地執法部門所要求的全部事項都被嚴格遵守并實行。 12.Maintains all information security standards compliance of Front Office at 100%. 確保所有信息安全標準都被百分之百的執行。 13.Performs special duties as required by the superior. 執行上級分配的特殊職責。 Knowledge and Experience 知識經驗 1.Diploma or Degree preferably in hospitality or related field. 酒店管理或相關專業的本科或專科學歷。 2.Minimum of 2 years' experience in the same position in luxury hotel. 至少2年以上奢華酒店同崗位的工作經驗 3.PMS and Office software knowledge. 熟悉并掌握Opera酒店管理系統和各類辦公軟件。 4.Excellent oral and written skills in Mandarin and English. 優秀的中英文聽說讀寫能力。 5.Involvement in reservations and understanding of Revenue Management processes. 參與預訂并了解收益管理。 6.Familiar with ALL-Accor Live Limitless processes or other loyalty programs. 熟悉雅高心悅界或其他忠誠會員計劃。 7.Experienced in guest experience management, understands and can use reporting RPS, etc. 熟悉賓客體驗管理體系，并可熟練使用報表工具對賓客滿意度進行分析。

【崗位職責】 1.負責酒店前臺的管理工作； 2.掌握客房預訂情況，向前廳部經理報告重要團體和客人的訂房情況。 3.處理前臺工作中的差錯，處理賓客有關投訴。 4.負責前臺財產、設備的使用管理和保養工作，及各類資料的收集、存檔及管理工作。 5.檢查每日的報表是否有誤，并及時糾正。 6.確保與本部門，其他部門及管理層有效的溝通達到酒店的運作目標 7.要精通酒店的軟件使用以便有效地生成報告，培訓計劃或任何在店客人的要求。 8.建立體質良好的賓客關系，努力增加客房銷售。 【崗位要求】 1、大專及以上文化程度；2年以上同崗位工作經驗。 2、良好的英語能力。 3、有良好的團隊領導精神及執行力，工作認真負責、身體健康、品貌端正。 4、良好的組織以及解決問題的能力。 5、良好的心理承受能力，在工作中始終保持積極的態度。 6、掌握酒店管理基礎知識，善于同賓客交往、溝通，處理周到、果斷，能獨立處理各種投訴。

·????????Reports directly to and communicates with theFront Office Manager on all pertinent matters affecting guest service and hoteloperations. ·????????Provides functional assistance and directionto all departments ·????????Cooperates, coordinates and communicates withother hotel departments as required. ·????????Reacts to situations to ensure guests receiveprompt attention and personal recognition throughout the hotel ·????????Ensure that on-going pertinent/relevantlogbook communication to other shift is maintained and brief incoming GuestService Manager on items to be followed up ·????????Maintain daily an accurate record in theGuest Service Manager’s logbook of items and incidents which may be of concernto management and/or which may require further attention ·????????Responds to guest needs and resolves relatedproblems ·????????Supervises and directs Reception personnel ·????????Supports and assists Front Office personnel and all departments at peak periods ·????????Ensures VIPs and priority club guests receivespecial attention ·????????Assist as required/requested with the solvingof any guest complaints/upsets and make record on logbook accordingly. Ensureall issues relating to guest satisfaction are met and that follow up iscompleted on a timely basis. Effectively handle and resolve guests complaintsand seek help if needed ·????????Inspects front of house and back of houseregularly for cleanliness ·????????Assists Guest Relations in greeting, rooming,and sending off VIP guests ·????????Ensure constantly aware of and up to datewith all happenings and operations within the hotel and ensure to have anobvious presence throughout the hotel public area whilst on duty ·????????Responsible for ensuring clear and constant communicationlines are kept with all staffs and other departments ·????????Monitors appropriate standards of conduct,uniform, hygiene, and appearance of staff. ·????????Provides input for Front Office meetings. ·????????Ensure to be completely aware of all hotelservices and facilities, outlet operating hours and scope of services. Promotesinter-hotel sales and in-house facilities. ·????????Have a complete knowledge of standardoperating procedures and performance standard by task of GuestService/Reception or CPC Floor/Telephone & Business CentreService/Concierge ·????????Checks billing instructions and monitorsguest credit ·????????Analyses and approves discounts and rebates. ·????????Analyses the rate variance report to ensurerooms revenue control ·????????Takes action with the Property ManagementSystems (PMS) in emergency situation. ·????????Fully conversant with all hotel emergency procedures. ·????????Ensures front line staff comply with FITMarketing techniques and maximize sales.

【崗位職責】 1、掌握當天到店及離店的重要賓客信息，準備當天VIP客人登記、鑰匙卡等以確保入住手續方便、快捷 2、每日對住店賓客的電話拜訪工作，搜集賓客意見并及時采取跟進措施，關注前臺及大堂VIP客3、發展IHG優悅會會員，會員備品準備，入住歡迎，退房問候，獲得賓客滿意度，及時分享IHG集團信息共享 4、注重細節，工作有責任心，敢于承擔責任，執行力較強有上進心，良好的學習能力和抗壓能力 5、協助前廳部經理，管理前廳部和分部門相關日常事務，計劃和分配工作 6、通過輔導和提供反饋培養團隊并提高績效，為員工制定績效和發展目標，表彰表現優異的員工? 7、為員工提供培訓，確保他們的服務符合相關規定和我們期望的標準，并擁有高效工作所需的工具? 8、為團隊的發展創造一個良好的工作環境；緊密團結各部門，培養“一個團隊”的意識? 9、監督日常運作和酒店工作人員的任務分派，協助前廳部經理制定和交流部門的戰略和目標，確保相關政策與規程的有效傳達和實施? 10、通過與其它輪值同事及部門管理人員的日常溝通和協作，促進團隊合作、提高服務質量。 11、?建立和實施適當的服務補救指導，以確保賓客百分百滿意。以及時且專業的方式響應賓客的投訴和顧慮? 12、?查看賓客的反饋意見，實施持續改進戰略? 13、與有關部門交流所有相關信息，包括即將抵達的貴賓、大型團體或其他重要賓客的要求和特殊需求? 14、每月召開營運工作會議，內容包括對營運中發生的問題進行詳細分析，并通過優化流程來改進營運績效及賓客的整體滿意度。 15、主持每月心語報告的會議，將報告及時分享給酒店的全體員工 16、確保酒店賓客、員工和酒店資產的安全，遵守酒店或業主的政策與規程以及相應法規要求。 17、遵守國家、省市和地方有關健康、安全和酒類供應的法律法規? 18、?完成其它分配的任務。有時可能要充當值班經理的角色 【技能要求】 1、在酒店、品牌及公司方面極高的體現出與客戶、員工及第三方交往的能力 2、1年以上酒店同崗位工作經驗 3、英語表達流利 4、具有解決問題，推理、激勵、組織和培訓能力

崗位職責： 1.熟悉前廳部及相關部門的集團標準要求。 2.須監管酒店的運營情況，提供高品質服務。代表酒店管理層解決客戶或酒店相關事宜。解答問題，在大廳里引領客人。作為客戶關系經理，處理服務中遇到的糾紛 3.協助前廳副經理的工作，確保各部門工作能夠正常、順利地運行 4.作為安排和組織客人入住的關鍵人物，需給員工做出榜樣，確保服務質量達到酒店的品牌標準。在所帶領的團隊中，營造出熱情、專業款待客人的氛圍，以確保客人能夠滿意 5.對當地有充分的了解，特別是要清楚當地的文化、歷史名勝，及它們的所在地和營業時間 崗位要求： 1.具有“客戶服務至上”的理念 2.至少3年相關領域工作經驗 3.高效的工作能力，良好的溝通技能，較強的組織能力 4.良好的團隊合作精神 5.中英文流利

[崗位職責]? 1、保持對前臺的培訓和監管，并監督員工的對客服務。 2、掌握客房預訂情況，向部門經理報告重要團體和客人的訂房情況，檢查VIP通知單的發送情況，負責VIP接待工作的落實。 3、處理前臺工作中的差錯，處理賓客有關投訴。 4、負責前臺財產、設備的使用管理和保養工作，及各類資料的收集、存檔及管理工作。 5、檢查每日的報表是否有誤，并及時糾正。 6、建立體質良好的賓客關系，努力增加客房銷售。 [崗位要求] 1、大專以上學歷，有同崗位工作經驗1年以上。? 2、有良好的團隊領導精神及執行力，工作認真負責，作風正派。? 3、熟練掌握前廳部工作的各個環節和程序。 4、掌握酒店管理基礎知識，善于同賓客交往、溝通，處理周到、果斷，能獨立處理客人投訴

1.????????Communicateseffectively both orally and in writing to provide clear direction to teammember. Observes performance and encourages improvement. Interviews, selects,trains, supervises, evaluates, counsels, and administers disciplinaryprocedures for front office team member. Monitors lobby traffic and makes teammembering adjustments as required. 與員工有效的溝通，提供明確指示，關注員工的表現并給予激勵。依相關程序面試，挑選，培訓，督導，評估，管理前廳部所有員工。留意大堂交通狀況，根據需求進行人員調配。 2.????????Reviews VIPreservations and ensures proper handling of VIPs and groups, administersamenity orders, and resumes for incoming guests. Updates system by inputtinginventory and non-inventory groups. Monitors special reservation requestshandling and oversees rate changes on in-house guests. 關注VIP及有特殊要求的預訂，及時更新系統相關信息，確保VIP及團隊預訂的良好運作。監督住店客人房價變更情況。 3.????????Computesdaily payroll, schedules, and other reports. Analyzes data and makes decisionsbased on prior experiences and knowledge of circumstances to prepare daily andweekly forecast of expected arrivals and departures. 關注VIP及有特殊要求的預訂，及時更新系統相關信息，確保VIP及團隊預訂的良好運作。監督住店客人房價變更情況。 4.????????Managesfront office team member, resolves guest concerns, and implements resolutionsby using discretion and judgment. 對前臺進行日常管理，用敏銳的判斷力和決斷力解決客戶的問題。 5.????????Leads andmotivates team members by leading by example and employing competent andconsistent management practices. 通過訓練及一致的管理，領導和激勵團隊員工。 6.????????Takesresponsibility of the hotel as the Duty Manager in the absence of the AssistantFront Office / Front Office Manager. 在前廳經理/前廳副經理不在的情況下，作為值班經理負起責任。 7.????????CompletesNight Shift Duties acting as the Night Manager while on duty. 當班期間完成夜班經理職務。 8.????????Activelytakes part in training the team, facilitating formal training sessions and onthe job training to ensure that all team members are of the same standard. Alsoattends training where and when required. 積極地參加職業培訓,讓員工保持水平一致。 9.????????Acts as acoach and mentor to team members, reinforcing standards and expectations andmotivating team members to strive for established targets. 做隊員的導師，提高員工水平，促進他們完成所設立的目標。 10.???? Maintainsdiscipline amongst team members, ensuring consistency in accordance with theteam member handbook, Chinese Labour Law and HR guidelines. Distributesappropriate discipline when and where required. 確保員工手冊，相關勞動法，HR相關政策的一致性，必要的時候提供培訓。 11.???? ConductsPDR’s, 1:1 meetings throughout the year, ensuring that the feedback given toteam members is fair, unbiased and provides a platform for continued improvement,according to the Hilton standards. 根據希爾頓PDR標準，進行1：1的面談，確保對每個員工的公平，為員工提供繼續發展的平臺。 12.???? Isinvolved with succession planning and development of high potential teammembers to ensure that all team members are trained to progress to the nextlevel of their career. 培訓部門高潛能員工，促進工作水平的提高及進一步的職業規劃。 13.???? Contributesto the hotel and team by sharing new ideas and suggestions for improvements,being innovative and creative to provide quality service and customer care toteam members and guests. 致力于酒店工作，為酒店發展提供創造性的建議，為顧客和整個團隊提供高品質服務。 14.???? Responsiblefor the smooth induction and facilitation of training for new team members,ensuring that they are trained to the minimum level standard and that they cancompetently complete their job and that they know what is expected of them. 簡單易懂的培訓新員工，使其盡快達到勝任工作的最低標準,了解公司的期許與要求。 15.???? Creatinga warm and welcoming arrival for guests, ensuring that they feel expected andimmediately “at-home” when they arrive. 為顧客提供熱情周到的服務，有賓至如歸感。 16.???? Checking-inguests in accordance with their reservation details, ensuring that theregistration card is completed, reservation information confirmed, Honours andFrequent Flyer Number enquired about, and method of payment secured. 依照預訂為客人辦理入住，核對預訂信息，希爾頓榮譽客會號及航空公司會員號，確保入住登記表的完整性及付款方式安全有效。 17.???? Ensuringthat guests are escorted to their room and the hotel facilities and roomfeatures are explained, and that luggage is delivered in a prompt manner. 將客人送至客房，介紹客房布局，確保行李及時送達等。 18.???? Handlescomplaints promptly and efficiently, taking the necessary action; track on DMlog objectively, share case and guest information with related department;Inform FOM and MOD if necessary. Follows up with all guests to ensuresatisfaction with problem resolution. 采取必要行動，及時有效的處理顧客的不滿;客觀地記錄在值班經理日志，講案例與客人信息與相關部門進行分享，如有必要需告知前廳經理或當值經理。回訪客人，確保客人對解決方法滿意。 19.???? Maintainsawareness of guest’s profile and specific preferences, ensuring that they areacted upon for each reservation. 將客人送至客房，介紹客房布局，確保行李及時送達。 20.???? Actsas the first point of contact and liaison for VIP guests, ensuring that theyare treated personally and recognized as an individual. 作為VIP客人最先聯系到的部門，要確保他們的個性化服務。 21.???? Allocatesrooms in accordance to the guests reservation, preference and remarks,maintaining a systemized and sales focused approach to room inventorymanagement. 按照客人的預定或喜好安排房間，并做詳細目錄管理。 22.???? PromotesHHonours and its associated benefits to guests who are not already enrolled inthe program. Ensures that existing HHonours members receive personal andprofessional service that recognizes them as important guests and that theirbenefits are received. 引入新的榮譽客會會員，確保會員應得利益，為會員提供優質專業的服務。 23.???? Liaiseswith Sales, Reservations and the Business Development team to handle corporate. 協同銷售，預訂及業務發展團隊共同為客人提供服務。. 24.???? Ensuresthat guests profiles and information is input in to the Police Report system ina timely and accurate way. 確保賓客檔案信息及時錄入公安申報系統。 25.???? AppliesHilton Brand Standards in each and every action, acting as a role model andexample of how the standards should be carried out in a practical setting. 遵循希爾頓品牌服務標準并貫徹到實際的運作當中。 26.???? Hasknowledge of the hotels facilities and services as well as basic knowledge ofHilton International, MEAP & other properties in China. 掌握希爾頓酒店集團的基本概況。 27.???? Isup to date with information on facilities, attractions, places of interest,sights and activities in and around hotel. 了解酒店周邊地區的最新信息，名勝，風景地等，為顧客提供方便。 28.???? Ensurescommunication, coordination and cooperation between the front desk and otheroperating departments, specifically Housekeeping, F&B and Accounts. 確保前臺和其他部門間的溝通交流，特別是客房部，餐飲部和財務部等。 29.???? Maintainsthe hotel systems to ensure accuracy of information and data, and that it iseasy to use and operated in an organized and systemized way. Also Ensures thatthe Front Desk equipment and systems are functioning at all times, and that thearea is maintained in a clean, tidy and organized way. 維護酒店電腦系統信息數據的準確性，便于系統操作，確保前臺運營設備的正常運轉以及工作區域的整潔清潔。 30.???? Passeson information effectively, ensuring that all necessary details arecommunicated to the intended person and that any pending action is completedand guest satisfaction confirmed. Conducts daily briefings, shift handovers,attends meetings and effectively communicates information to team members. 確保信息的有效傳遞，尚未完成的事情逐一移交至有關人員，讓賓客滿意。參加日常例會及其他會議。 31.???? Ensuresthat the Front Office Manager is kept aware and up to date of operationalissues. 匯報最新的工作進展，確保前廳經理對整個部門營運狀況的了解。 32.???? Ensuresthat the day-to-day functions of the front desk are completed. Including butnot limited to Guest Services Manager’s checklist, trace reports, credit limitchecks, online back-up, allocation of rooms, Lost Interface, Pay-Masters, Discountand rate discrepancies, and registration cards. 確保完成行政樓層每日的任務，包括核對，報告，信用額度核對，網上備份等。 33.???? ChecksRegistration cards, meeting and function information, billing instructions,financial records and reservation backup to ensure that all informationreceived is actioned upon. 核對入住登記表，會議及活動信息，預訂備份等。 34.???? Completesreports where and when requested, ensuring that they are complete and deliveredon time to the respected party. 如有要求，提供完整的報告，并及時送至所需部門。

【崗位職責】 1、掌握當日客情及餐飲活動。 2、參與各項前臺的工作。發現并上報工作中出現的問題。 3、掌握當天到店及離店的重要賓客，回頭賓客。 4、在賓客到店之前準備好登記表、鑰匙卡等以確保入住手續方便、快捷。 5、與住店賓客保持良好溝通以了解賓客之喜好，協助賓客解決疑難事宜。 6、做好每日對住店賓客的電話拜訪工作，搜集賓客意見并及時采取跟進措施與向上級反映。 7、在前臺及大堂與商務樓層接待及迎送住離店的賓客。 8、協助入住商務樓層之賓客辦理登記入住及離店手續。 【崗位要求】 1、專科及以上學歷，有同崗位工作經驗1年以上，有良好英文溝通能力。 2、具有良好的服務意識，團隊協作精神以及良好的溝通、協調和應變能力。 3、注重細節，工作有責任心，敢于承擔責任，執行力較強。 4、有上進心和良好的學習能力和抗壓能力。