崗位概述： 高效、優質、彬彬有禮、熱情周到地幫助客人，回答客人電話、登記客人入住、分配房間、幫助客人結賬離店以及滿足客人其它合理的要求。隨時保持高標準和提供優質服務。 職責義務： 1.熟悉飯店客房位置、類型、房費、折扣、飯店設施、營業時間以及特殊促銷等； 2.了解每一班抵店客人信息，包括貴賓、BONVOY優先顧客、常客、團體客人抵店相關信息。檢查房間狀態和功能； 3.高效地、彬彬有禮地回答所有電話； 4.遵循品牌標準為客人辦理入住及離店手續； 5.把客人詳細資料輸入電腦系統，并注明客人的特殊需求； 6.按房間號碼把登記卡放到架子上存檔； 7.按飯店服務規范和服務程序為客人辦理貴重物品寄存的保險箱服務； 8.為客人提供外幣兌換服務； 9.更新前臺交班本。記錄對各班次都必須獲悉并掌握的重要信息； 10.盡可能在沒有上級參與的情況下解決客人投訴。必要時向領班或者賓客服務經理匯報； 11.維持與客房部的良好關系, 迅速及時將有關客人提前離店、提前抵店、續住、推遲退房、換房以及其它特殊要求通知管家部； 12.主動解決客人的要求并且追蹤有關部門確保客人的要求得到滿足； 13.熟練掌握現金付款、信用卡、支票、外幣兌換和轉賬等有關程序； 14.詢問客人是否入住愉快。記錄客人意見和反饋并向上級匯報； 15.在預訂部下班后協助預訂工作。獲得姓名、抵店日期、離店日期、付款方式、要求房間類型以及聯系電話等； 16.保持前臺區域和后臺辦公室干凈與整潔； 17.任何異常事件發生時向主管、賓客服務經理或前廳部經理匯報； 18.熟練掌握福朋顧客滿意標準并貫徹于日常工作中； 19.熟練掌握萬豪優先顧客計劃，積極發展新會員，確保滿足客人需求和合理要求； 20.通過記錄客人的評論并以此為實踐，不斷地尋找機會發展對客服務； 21.確認貴賓、BONVOY優先顧客、常規客人和長住客人。建立良好關系并提供個性化和超值服務； 22.使用促銷和建議性的銷售技巧銷售飯店和福朋的產品與服務； 23.遵守公司所有政策及程序。

崗位概述： 當班時負責前臺的一切工作 職責和義務： 1. 上崗前查看當天抵店客人信息，包括貴賓，BONVOY俱樂部會員，團隊預訂及其它相關的特殊要求。及時將相關信息通知客房部和客房送餐部； 2. 負責正確使用登記程序、填寫登記卡、房間分配、信用方針等； 3. 與所有部門保持良好的協作關系，特別是客房部與預訂部.檢查房態差異報告以及維修房狀態，確保隨時保持正確的房間狀態信息； 4. 負責正確處理現金和支票、信用卡、外幣兌換業務、付款憑證以及發票； 5. 負責正確處理保險箱業務?； 6. 負責團隊抵店前的準備工作，確認團隊總帳單以確保正確收款； 7. 負責遵守飯店政策與服務程序，正確完成客人離店手續； 8. 負責預訂部下班后的預訂服務、預訂變更及取消預訂； 9. 根據萬豪原則與服務程序處理無法發現預訂與超預訂時婉拒服務； 10.????? 向上級報告飯店在營業中存在的不足與缺陷； 11.????? 熟悉房費、折扣、包價、飯店設施和特殊活動等相關知識，同時確保接待員正確掌握； 12.????? 與預訂部保持緊密聯系，確保前臺始終處于正確銷售狀態； 13.????? 確保迅速、正確記錄與解決客人投訴，盡量避免客人帶著不滿意離開飯店。必要時征求賓客服務經理或前廳部經理幫助； 14.????? 負責準備員工排班表以確保有足夠員工滿足運作需要； 15.????? 負責在指定日期準備工資信息報告以確保正確支付員工工資； 16.????? 熟練掌握飯店所有合作促銷計劃，同時確保接待員熟悉掌握； 17.????? 熟悉BONVOY俱樂部計劃，確保正確處理、準備報表以及積極參與發展新會員； 18.????? 協助解決財務問題，包括有爭議的賬目問題及丟失的信息備份等； 19.????? 確保記錄所有客人意見，并向前廳部經理匯報； 20.????? 熟悉顧客滿意標準并貫徹于日常工作中。不斷監督員工在這方面的表現； 21.????? 協助部門培訓與評估； 22.????? 遵守公司所有政策及程序。

崗位概述： 當班時管理前廳部工作并提供對客服務，在酒店高級管理人員和部門經理不當班時擔任值班經理； 職責義務： 1. 每班檢查當日抵店客人信息，包括貴賓、萬豪優先顧客、常規客人、團隊的情況以及特別要求; 2.不定時巡視酒店公共區域，保持維護所在工作區域的高度整潔； 3. 熟悉前廳部工作標準及程序; 4. 按照萬豪的政策和程序處理無法發現預訂記錄和酒店客滿時婉拒客人入住的情況; 5. 向管理層匯報酒店運行過程中的不足和不合理行為; 6. 維持對酒店房價、折扣、推廣價、酒店設施、特別事件的全面了解; 7. 確保客人的抱怨被合適的記錄并采取行動避免客人不滿意的離開酒店。必要時從管理人員處獲得幫助; 8.依照酒店要求記錄安全日志和事故記錄； 9. 維持對萬豪優先顧客計劃的高度了解，確保正確處理、準備報告并積極參與發展新會員; 10.?協助解決財務問題、爭議、丟失的備分等; 11.?熟悉萬豪顧客滿意標準并以此作為每日工作的指導。以此為標準不斷監督員工表現; 12.?協助部門的培訓和評估; 13.?盡可能用最好的方式代表酒店管理層處理與客人有關的一切事宜; 14.?處理客人要求并通過親自追蹤相關部門負責確保客人的要求被滿足; 15.?在值班記錄簿上為管理層記錄所有重要事件和客人評論; 16.?對醫療要求和緊急事件做出快速反應； 17.?協助調查和解決客人的書面投拆； 18.?維持有效的對客關系，建立和諧的氣氛并提供個性化的服務和幫助； 19.?在必要時協助前臺工作，幫助客人登記入住，結帳 離店等等； 20.?負責酒店夜間運行，根據具體程序完成夜間審計工作； 21.?作為酒店緊急行動隊的一員，了解酒店關于火災、空襲、撤退等的緊急程序； 22.?維持對產品和服務的高度了解以便于向客人解釋及銷售服務和設施； 23.?堅持酒店安全制度、緊急情況處理規定和程序； 24.?熟悉對財產安全、緊急救護和火警等處理程序? ? ? ；

The Night Manager takes a role in assisting to provide supervision and leadership in theFront Office in accordance with the objectives, performance and qualitystandards established by the hotel. The Night Manager also responsible for handling any guest inquiries or complaints andemergency situations round the clock and ensure guest satisfaction is attainedwith a good balance of the interest of the company.? 夜班經理根據酒店制定的目標、績效和質量標準，協助監督和領導前廳部的工作。夜班經理還負責處理客人的詢問、投訴和緊急情況，確保客人滿意，同時兼顧酒店的利益。 Duties and Supporting Responsibilities Support, create and promote a climate of enthusiasm; maintain a work environment that promotes teamwork, performance, feedback, recognition, mutual respect and colleague commitment for achieving the goal (CXS) of the department as well as the hotel. Ensures departmental practices are compliant with company policies and legal requirements Assist to promote upselling programmes in Front Office and be always creative and proactive in recommending ways of achieving better result. Compile monthly upselling report/ analysis Assume the role of Night Manager on rotating basis. Liaise closely during the night with Security, Housekeeping and Engineering and to be aware of any situations that are going on in the hotel. Patrol all guest floors, public area, back of house area, offices and restaurants at least once every night Handle any guest’s inquiries or complaints, emergency situations, overbook situation. Ensure guest satisfaction is attained with a good balance of the interest of the company. Properly record cases into daily log, take appropriate follow up actions and update in individual guest profile (HMS). Always share, report and consult with Director of Front Office Operations or Front Office Manager of any guest complaint/ comment/ recommendation Coordinate within Front Office and other departments for arrangement on VIPs’ arrivals and departures Assist with daily operations within Front Office, particularly Guest Services (i.e. check-in, check-out), Guest Relations and Concierge, whenever required or busy Relieve duty and day-off of Guest Relations Manager/ Reception Manager when needed and upon request by superior Always maintain a good work relationship with other departments? Job Requested A minimum of 3 years Duty Manager/ Night Manager experience in luxury hotel. Good knowledge of front desk operations. Strong desire to deliver excellent guest services and with passion to serve. Ability to multi-task and always remain composed. Computer literacy which is not limited to Excel, Power Point and Word. Fluent in English and Mandarin, both spoken and written.

It is the mission andintent of this position that the Concierge will responsible for supervising theday-to-day operations and services of Concierge team, focusing on delightingour guests and colleagues in accordance with the objectives, performance andquality standards established by the hotel, and creating a Mandarin OrientalExperience. 禮賓員負責監督禮賓部團隊的日常運營和服務，按照酒店制定的目標、績效和質量標準，專注于讓我們的客人和同事高興，并創造一個文華東方的體驗。 ? 工作職責/職位描述: 1. 持續主動地尋找方法來提高與部門相關的所有審計的分數。 2. 積極有效地發展和監督同事，確保所有部門的標準和目標得到理解和實現 監督每個同事的表現，并在與禮賓部主管討論后，在適當的情況下主動提供反饋、培訓和指導。 3. 協助禮賓部主管和首席禮賓司確定部門的培訓需求，并建議有效的培訓計劃，以確保服務標準和同事的知識達到要求的標準。 4.?熟悉所有禮賓部相關的標準操作程序和酒店的政策和程序。負責對禮賓部團隊進行培訓。在必要時向禮賓部主管建議操作程序，以確保順利操作。 5. 了解酒店的服務、設施、活動，并能將客人介紹給禮賓部詢問酒店服務。 6. 特別關注任何可能影響酒店周邊地區或城市交通的特殊城市事件，并盡快與前廳部和相關部門(如預訂部、保安部等)分享并提出任何建議。 7.?如有需要，隨時在柜臺或酒店大堂/酒店正門，協助團隊的日常運作。 8.?除交通安排外，還負責各種咨詢并提供協助，如機票再確認、網上登記、簽證申請、特殊活動機票預訂、餐廳預訂、快遞服務等。 9.?與餐飲部/宴會部溝通并密切合作，確保活動/宴會的停車位可用性。 10.?負責為客人、餐廳和辦公室訂購報紙，避免少訂或多訂。確保行李員按照要求/喜好遞送。 11.?確保禮賓部的行李(抵港、離港、寄存、寄存、換房)和包裹/郵件/信息/傳真的處理、進出(酒店內、寄存、當日到達、退房、不預訂等)完全符合相關政策和程序以及LQE標準。 12. 協助禮賓部主管進行禮賓部的全面管理，包括所有外出信件和報告。確保所有通過電子郵件或傳真收到的咨詢在12小時內得到答復。 13.?在處理收銀工作時，如適用，完全遵守公司的政策和程序(例如，簽證申請的現金交易，郵票銷售，郵寄處理等)，并且現金流動始終準確 14.根據公司政策和要求，正確歸檔證明文件/發票；妥善歸檔所有記錄/報告(例如派送記錄，郵件收集記錄等，轉賬摘要等)至少2年 15. 熟悉禮賓部相關的信息技術系統，特別是AliceConcierge, 并參與系統相關的活動。 16.?在禮賓部主管不在的情況下，領導禮賓部處理任何系統停機情況，并與客戶服務團隊密切合作(如入住、退房、換房等)，以確保在系統停機期間仍能保持客人的滿意度。 17. 在開始工作前/輪班期間，確保儀容整潔 18. 始終與其他部門保持良好的工作關系。 崗位要求： 1. 擁有較強的服務意識。 2. 沉著冷靜，能隨機應變多項工作，有團隊精神。 3. 良好的中英文溝通及書寫能力。 4.?至少一年國際奢華酒店品牌同等崗位工作經驗。

The Assistant Manager takes a role in assisting to provide supervision and leadership in the Front Office in accordance with the objectives, performance and quality standards established by the hotel. The Assistant Manager also responsible for handling any guest inquiries or complaints and emergency situations round the clock and ensure guest satisfaction is attained with a good balance of the interest of the company. 大堂副理根據酒店制定的目標、績效和質量標準，協助監督和領導前廳部的工作。大堂副理還負責處理客人的詢問、投訴和緊急情況，確保客人滿意，同時兼顧酒店的利益。 Duties and Supporting Responsibilities 1. Support, create and promote a climate of enthusiasm; maintain a work environment that promotes teamwork, performance, feedback, recognition, mutual respect and colleague commitment for achieving the goal (Colleague Engagement Survey) of the department as well as the hotel. Ensures departmental practices are compliant with company policies and legal requirements 2. Assist to promote upselling programmed in Front Office and be always creative and proactive in recommending ways of achieving better result. Compile monthly upselling report/ analysis 3. Assume the role of Night Manager on rotating basis. Liaise closely during the night with Security, Housekeeping and Engineering and to be aware of any situations that are going on in the hotel. Patrol all guest floors, public area, back of house area, offices and restaurants at least once every night 4. Handle any guest’s inquiries or complaints, emergency situations, overbook situation. Ensure guest satisfaction is attained with a good balance of the interest of the company. Properly record cases into daily log, take appropriate follow up actions and update in individual guest profile (PSMS). Always share, report and consult with Director of Front Office Operations of any guest complaint/ comment/ recommendation 5. Coordinate within Front Office and other departments for arrangement on VIPs’ arrivals and departures 6. Assist with daily operations within Front Office, particularly Guest Services (i.e. check-in, check-out), Guest Relations and Concierge, whenever required or busy Relieve duty and day-off of Guest Relations Manager/ Guest Services Manager when needed and upon request by superior 7. Always maintain a good work relationship with other departments? Job Requested 1. A minimum of 2 years Assistant Manager experience in luxury hotel. 2. Good knowledge of front desk operations. 3. Strong desire to deliver excellent guest services and with passion to serve. 4. Ability to multi-task and remain composed at all times. 5. Computer literacy which is not limited to Excel, Power Point and Word. 6. Fluent in English and Mandarin, both spoken and written

崗位概述： 1．監督，培養有潛力的員工； 2．積極推動并確保員工按照酒店及部門規章制度工作； 3．每日有效控制并且平衡酒店客房銷售量，部門策略組織者； 4.? 協助有關部門共同提高對客服務質量。 職責義務： 1.? 參加每日部門領導會議，并傳達相關信息給部門員工； 2.? 出席每周團隊預報會議及信貸會議； 3.? 突發特殊情況下類似于加班等，協調并安排員工特殊職責范圍； 4.? 維持客人信息的隱密性； 5.? 為特殊需求房預先排房； 6.? 緊密聯系有關部門，落實安排好客人的特殊需要及待遇； 7. 控制并處理酒店客人投訴與不滿，按照相關程序保證客人滿意度； 8. 維持預訂部工作環境整潔； 9. 員工排班表制定； 10. 參與有關酒店項目工程； 11. 協助酒店營收部門對于酒店剩余房的控制，保持Valhalla, ISAC, Opera系統所剩房的一致性； 12. 安排部門新員工酒店參觀； 13. 負責酒店系統預訂代碼的創立與更新； 14. 保持與發展同競爭酒店的關系； 15. 幫助預訂收益經理打理第三方網站， 包括網上價格更改以及其他網上分銷有關的工作； 16. 維護酒店在預定系統中的信息準確性； 17. 遵守公司所有政策及程序。

【崗位職責】 1、協助賓客提拉行李及行李寄存服務。 2、確保交班本上記錄的每一件事情都已經落實。 3、確保所接收的行李和包裹的安全，并存放在合適的地方。 4、事先檢查所有抵達和離店團隊的分房名單。 5、記錄未完成的工作交給下一個班次。 6、管理行李房，確保行李房干凈、接收、存放行李和其他任何物品以及賓客的遺留物品的處理要按照正確的程序進行。 7、處理領導安排的其他工作。 崗位要求 1、工作認真、作風細致、吃苦耐勞、反應靈活。 酒店福利 月休八天，包食宿（宿舍全天熱水、免費WIFI、空調、洗衣機） 上下班有免費員工班車接送，所有員工均購買五險一金 工作滿年均可享有5天年假和5天獎勵假共10天帶薪假期 每年可為直系親屬申請免費宿舍探親房福利，最長可達15天 員工享有本酒店餐飲五折，集團姐妹酒店優惠客房價和餐飲折扣 多姿多彩的員工活動，工作以外讓你放松身心，調節壓力，享受生活 全面完善的培訓系統，給每員工提供多方面的崗位技能培訓 強大的集團力量，提供集團內31+品牌，全球超過7000＋姐妹酒店的內部調動機會

崗位要求 能用俄語跟客人進行溝通交流。 崗位職責 -督導及管理賓客關系部門的各項工作，確保各項服務指標能達到最良好的績效； -確保所有貴賓在抵店時，都受到集團統一的高標準禮遇歡迎及入住手續辦理服務； -依照酒店的政策，公正處理賓客投訴。 酒店福利 海南省外4級及以下員工工作滿一年，可以報銷雇傭地到三亞的入職交通費； 員工每年可以為直系親屬申請免費宿舍探親房福利，最長可達15天； 所有崗位均包食宿（宿舍免費WIFI、空調、洗衣機），上下班有免費員工班車接送； 所有員工均購買五險一金，包食宿，上下班免費員工班車接送； 所有員工工作滿一年，均可享有5天帶薪年假和5天帶薪獎勵假； 正式員工享有本酒店餐飲五折，集團姐妹酒店優惠客房和餐飲折扣； 多姿多彩的員工活動，工作以外讓你放松身心，調節壓力，享受生活； 全面完善的培訓系統，給每員工提供多方面的崗位技能培訓； 強大的集團力量，提供集團內30個品牌，全球超過7000＋姐妹酒店的內部調動機會。

崗位職責 1、會使用Opera系統，辦理入住/離店手續，有良好的溝通能力。 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、負責前臺員工的培訓 崗位要求 1、中專以上學歷，有同崗位工作經驗2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、熟練掌握前臺工作的各個環節和程序。 4、身體健康，品貌端正。 5、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，能獨立處理簡單客訴。 酒店福利 1.海南省外4級及以下員工工作滿一年，可以報銷雇傭地到三亞的入職交通費； 2. 員工每年可以為直系親屬申請免費宿舍探親房福利，最長可達15天； 3.所有崗位均包食宿（宿舍免費WIFI、空調、洗衣機），上下班有免費員工班車接送； 4.所有員工均購買五險一金； 5.所有員工工作滿一年，均可享有5天帶薪年假和5天帶薪獎勵假以及工作年限獎勵； 6.正式員工享有本酒店餐飲五折，集團姐妹酒店優惠客房和餐飲折扣.

崗位要求： 1. 具有值班經理工作經驗，或萬豪國際前臺主管3年以上的經驗； 2. 英語良好； 3. 良好的溝通能力和處理問題的能力； 酒店福利 1. 員工每年可以為直系親屬申請免費宿舍探親房福利，最長可達15天； 2.所有崗位均包食宿（宿舍免費WIFI、空調、洗衣機），上下班有免費員工班車接送； 3. 所有員工均購買五險一金； 4. 所有員工工作滿一年，均可享有5天帶薪年假和5天帶薪獎勵假； 5.正式員工享有本酒店餐飲五折，集團姐妹酒店優惠客房和餐飲折扣.

Job?Summary 崗位職責 -To supervise all Guest Relation Officer services by making sure that these services are available and carried out with the utmost efficiency; -督導及管理賓客關系部門的各項工作，確保各項服務指標能達到最良好的績效； -To ensure that all guests are pre-assigned and inspected prior to the guest’s arrival; -確保所有貴賓在抵店時，都受到集團統一的高標準禮遇歡迎及入住手續辦理服務； -To handle guest complaints, in accordance with the hotel policy. -依照酒店的政策，公正處理賓客投訴。 能用俄語簡單交流優先。 酒店福利 海南省外4級及以下員工工作滿一年，可以報銷雇傭地到三亞的入職交通費； 員工每年可以為直系親屬申請免費宿舍探親房福利，最長可達15天； 所有崗位均包食宿（宿舍免費WIFI、空調、洗衣機），上下班有免費員工班車接送； 所有員工均購買五險一金，包食宿，上下班免費員工班車接送； 所有員工工作滿一年，均可享有5天帶薪年假和5天帶薪獎勵假； 正式員工享有本酒店餐飲五折，集團姐妹酒店優惠客房和餐飲折扣； 多姿多彩的員工活動，工作以外讓你放松身心，調節壓力，享受生活； 全面完善的培訓系統，給每員工提供多方面的崗位技能培訓； 強大的集團力量，提供集團內30個品牌，全球超過7000＋姐妹酒店的內部調動機會。

現招聘賓客服務中心接線員，要求能用英語進行簡單工作交流，能接受夜班。熟練使用OPERA系統優先錄用 Job Knowledge / Skill: Basic knowledge of hotel & Front Desk Good English language skill and good communication skill 專業知識/技能:? 具有對酒店行業以及前廳部基本知識的了解 良好的英語能力以及溝通技巧 Assist guests efficiently, courteously and professionally in all Reception related matters. Maintain a high standard of service and quality delivery at all times; when answering telephones, registering guests, assigning rooms, checking out guests and assisting in different requests 高效、優質、彬彬有禮、熱情周到地幫助客人，回答客人電話、登記客人入住、分配房間、 幫助客人結帳離店以及滿足客人其它合理的要求。隨時保持高標準和提供優質服務 。 酒店福利 1.海南省外員工工作滿一年，可以報銷雇傭地到三亞的入職交通費； 2. 員工每年可以為直系親屬申請免費宿舍探親房福利，最長可達15天； 3.當月酒店生意額完成預算，當月員工均可以享受到最高五百塊人民幣的績效獎金； 4.工作滿一年可申請一次免費住喜來登海景客房一晚（含雙早）； 5.所有崗位均包食宿（宿舍免費WIFI、空調、洗衣機），上下班有免費員工班車接送； 6.所有員工均購買五險一金； 7.所有員工工作滿一年，均可享有5天帶薪年假和5天帶薪獎勵假； 8.正式員工享有本酒店餐飲五折，集團姐妹酒店優惠客房和餐飲折扣.

現招聘前臺接待和總機話務員，要求能用英語進行簡單工作交流，能接受夜班。熟練使用OPERA系統優先錄用 ?? Job Knowledge / Skill: Basic knowledge of hotel & Front Desk Good English language skill and good communication skill 專業知識/技能:?? 具有對酒店行業以及前廳部基本知識的了解 良好的英語能力以及溝通技巧? ? Assist guests efficiently, courteously and professionally in all Reception related matters. Maintain a high standard of service and quality delivery at all times; when answering telephones, registering guests, assigning rooms, checking out guests and assisting in different requests 高效、優質、彬彬有禮、熱情周到地幫助客人，回答客人電話、登記客人入住、分配房間、幫助客人結帳離店以及滿足客人其它合理的要求。隨時保持高標準和提供優質服務 。 酒店福利 海南省外員工工作滿一年，可以報銷雇傭地到三亞的入職交通費； 員工每年可以為直系親屬申請免費宿舍探親房福利，最長可達15天； 所有崗位均包食宿（宿舍免費WIFI、空調、洗衣機），上下班有免費員工班車接送； 所有員工均購買五險一金； 所有員工工作滿一年，均可享有5天帶薪年假和5天帶薪獎勵假； 正式員工享有本酒店餐飲五折，集團姐妹酒店優惠客房和餐飲折扣.

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。

Primary Responsibilities 主要職責 1.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。 2.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。 3.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。 4.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。 5.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。 6.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。 7.Oversees group business, reviewing and ensuring details of conference resumes are met and serve as a liaison with the conference conveners. 監督團隊接待，檢查并確保團隊預訂所提出的細節達到要求，并與會議/團隊組織者保持聯系。 8.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。 Involvement in guest complaint handling, whenever the situation required, to 9.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。 10.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。 11.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。 12.Performs special duties as required by the superior. 執行上級分配的特殊職責。 13.Personal involvement in the pre-arrival preparation, arrival, rooming, and departure of key/VIP guests. 親自參與到貴賓抵店前的準備工作、入住手續的辦理、房間介紹以及離店送別之中。 14.Personalized engagement with guests whenever/wherever possible, to build up close relationship with guests, and leads the Front Office team to personalize the guest stay experience as a role model. 隨時隨地與客人展開個性化的互動，成為帶領前廳部團隊為客人提供個性化的入住體驗的榜樣。 15.Seeks feedback on guest satisfaction and resolves problems in accordance with our Mission Statement and philosophy of employee empowerment. 尋求客人滿意度反饋，并根據我們的使命宣言和員工賦權的理念來解決問題。 16.Focuses on the stay experience for in house guests. 致力于提升住店客人的入住體驗。 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.Service oriented with an eye for details 以服務為導向的敏銳洞察力 8.Confidently able to resolve problems and make decisions 自信的解決問題與決策的能力 9.Good presentation, influencing and training skills 優秀的表達、影響和培訓能力 10.Adaptable and flexible and able to embrace and respond to change effectively 適應性強，靈活并能有效地接受和應對變化

Primary Responsibilities 主要職責 1.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。 2.Attends to referred and handles guest enquiries in a courteous and efficient manner and reports guest complaints or problems to next level supervisor for necessary action and assure follow up with guests. 主動關注并禮貌高效的處理客人的要求及投訴，需要時要向上一級主管匯報，并且確保及時跟進。 3.Ensure loyalty/VIP procedures are being met or exceeded on a daily basis for all loyalty /VIP guests 確保對所有忠實會員和貴賓都執行其相關接待程序和標準。 4.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。 5.Presence in the lobby area all the time, support Front Desk or Concierge operation initiatively, and ensure both colleagues and facilities/equipment are in good condition. 工作期間保持在大堂區域巡視，主動協助前臺和禮賓部的日常運營，并確保所有同事和運營設備的工作狀態良好。 6.Ensure cleanliness, atmosphere and appearance of lobby and related areas meet brand standard. 確保大堂及相關區域的清潔、氛圍和外觀符合品牌標準。 7.Check potential room revenue for any discrepancies and do necessary corrections. 檢查有可能產生的任何房費差異，并跟進解決。 8.To take a full and accurate handover from the previous shift ensuring that all necessary follow-up is recorded and auctioned. 與上一個班次進行完整而準確的交接，以確保所有待跟進事項都被記錄和解決。 9.To ensure that an accurate Royal Service and Department guest logbook, providing a written log of the day’s guest related issues, is maintained to report to General Manager and Executive Team. 確保皇家服務和部門日志的準確性，將當日發生的與客人相關的時間整理并記錄，并將值班經理日志每日發送給總經理和行政團隊。 10.Adheres to promote the health & safety policies to ensure a safe work environment. Knowledgeable for all safety & emergency procedures, and act as key contact personnel of Emergency Response Team during certain situation. 堅持并推行健康與安全政策，以確保安全的工作環境；熟悉掌握安全及緊急程序，并在危機情況作為危機處置小組的主要聯絡人參與危機處理。 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被百分之百的執行。 13.Maintains ‘Safe Food & Hygiene Standards’ are implemented within Front Office at 100%. 確保《食品安全與衛生標準》被百分之百的執行。 14.Performs special duties as required by the superior. 執行上級分配的特殊職責。 15.Conducts daily pre-shift briefings to employees on room occupancy, arrival and departures, functions/ event and special attention that is needed. 組織每天所在班次的例會，宣布每天的住房率、到店客人、離店客人、發生的各種事件或活動以及需要特別注意的事件。 16.Responsible for guide the Front Desk team to complete daily up-selling and ALL-Accor Live Limitless member enrollment target. 負責指導前臺團隊完成前臺升賣和雅高心悅界會員招募計劃的每日目標。 17.Ensures that all Front office Policies and Procedures are adhered follow up by every section. 確保前廳部各分部門都嚴格執行各項政策與程序。 18.Accomplish a set of administrative duties such as attending meeting, writing reports and other specific duties related to the job function. 完成出席會議、撰寫報告以及與工作職能有關的其他職責的一整套行政職責。 19.Ensure all accounting procedures are adhered to throughout the department. 確保所有財務制度在部門內被嚴格執行。 20.Ensures clear communication within departments. 確保部門內的溝通順暢。 21.Carry out disciplinary actions in line with hotel procedures. 按照酒店規章制度對不合適的行為采取相應措施。 Knowledge and Experience 知識與經驗 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.Strong organizational & leadership skills 優秀的組織能力和領導能力 6.Excellent interpersonal & communication skills 優秀的人際關系和溝通能力 7.Service oriented with an eye for details 以服務為導向的敏銳洞察力 8.Confidently able to resolve problems and make decisions 自信的解決問題與決策的能力 9.Adaptable and flexible and able to embrace and respond to change effectively 適應性強，靈活并能有效地接受和應對變化 10.Effective management style, hands-on and approachable 有效的管理風格，親力親為，平易近人 11.Proven effective development of others, great motivator 善于發展他人及卓越的激勵能力

崗位職責： 1? Assist Chief Concierge to supervision all operational tasks as well as their respective delegation and follow-up. 協助首席禮賓司管理禮賓部所有運營任務以及與之相關的委派與跟進。 2? Lead to ensure LQA standards are implemented and delivered to every guest. 遵守和執行領先質量保證標準。 3? Handles guest and employee enquiries in a courteous and efficient manner, reporting complaints or problems if no immediate solution can be found. 禮貌且高效地處理客人及員工的要求，遇到投訴或問題，如不能馬上找到解決辦法，要向上級報告。 4? Ensures the cleanliness of the Concierge counter, equipment and storage room, and responsible for the maintenance of all Concierge equipment. 保持禮賓臺，禮賓設備和儲藏間的衛生，對所有禮賓部運營設備的維護保養負責。 5? Verifies that all information requested by the local police authorities and all Concierge Policies and Procedures are adhered accurately. 嚴格遵守并實行由當地執法部門所要求和禮賓部的各項政策與程序。 6? Performs special duties as required by the superior. 執行上級分配的特殊職責。 7? Daily work arrangement and assignment. 禮賓員的日常工作安排和分配。 任職要求： 1? Secondary school education or above. 中專以上學歷。 2? Have good communication skill. 良好的溝通技巧。 3? Physically fit and of good appearance. 身體健康，相貌端正。 4? Hard-working. 肯吃苦耐勞。 5? Responsible. 責任心強。 6? Must be physically fit in order to lift and move luggage. 身體健康可搬運行李。

1.?? 接班后，檢查夜班行李員的工作，如有團隊離店，安排早班行李員收團隊行李。 2.?? 檢查待辦工作備忘，是否有賓客用車安排、當天各類重要賓客的到店情況等。 3.?? 檢查和安排當天的用車。 4.?? 安排行李員分發當天的報紙（客人和酒店部門的），認真做好檢查工作。 5.?? 合理安排好人手，做好客人退房的行李收送服務。 6.?? 監督指導所轄班組的接待服務工作，保證工作程序和標準有效地落實和執行。 7.?? 發現問題要及時與員工溝通并改正。 8.?? 負責所轄班組的簡單培訓。 9.?? 監督檢查行李設備及行李寄存室衛生，保證客人行李安全。 10.下班前，做好待辦工作備忘記錄并進行交接。

Key Duties and Responsibilities 崗位職責 ? Oversee overall lobby management to ensure a clean, orderly environment that meets hotel service standards. 負責酒店大堂的整體秩序管理，確保環境整潔、有序，符合酒店服務標準。 ? Coordinate inter-departmental resources to handle emergencies and ensure smooth service flow for optimal guest experience. 協調各部門資源，處理突發情況，確保服務流程順暢，保障賓客的舒適體驗。 ? Proactively greet and welcome guests with warm, professional service to create a positive first impression. 主動迎接并問候賓客，提供熱情、專業的服務，營造良好的第一印象。 ? Promptly address guest requests by coordinating cross-departmental resources to efficiently resolve complaints or special needs. 及時響應賓客需求，協調各部門資源，高效解決客訴或特殊需求。 ? Manage emergency situations in the lobby area with swift and appropriate responses. 處理大堂區域的突發事件，確保快速、妥善的應對措施。 ? Monitor service quality and propose improvements to maintain established standards. 監督大堂服務品質，提出改進建議，確保符合標準。 Job Requirements ?崗位要求 ? Minimum 5 years of front office experience with proficiency in hotel operating systems and procedures. 具備5年以上前廳服務工作經驗，熟悉酒店運營系統及流程。 ? Excellent communication and coordination skills to promptly resolve guest issues. 出色的溝通與協調能力，能快速解決賓客問題。 ? Strong problem-solving ability to efficiently handle emergencies. 具備較強的應變能力，能高效處理突發情況。 ? Professional appearance with pleasant demeanor and strong service etiquette. 儀表端莊，形象氣質佳，具備親和力與職業素養。 ? Multilingual proficiency (e.g., English) is preferred. 掌握多語言（如英語）溝通能力者優先。

Job Summary 職位簡述 To assist Owner’s Representative to plan, organize and guide all process of? owner office to ensure a memorable arrival & departure experiences as well as quality reception service that is consistent with SOPs. 協助業主代表計劃、組織和指導業主方的工作，確保為業主方客人提供難忘的體驗以及根據標準運營程序提供高質量的接待服務。 Key Duties and Responsibilities 主要義務和職責 Attend to duty timely, wearing the correct uniform, name badge and well groomed in compliance to the resort grooming policy. 按時上崗，身著合適的制服，佩戴名牌，根據酒店的儀容儀表標準整理好儀容儀表。 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。 Ensures a consistently high standard of presentation is maintained for both the department and? the team members 確保部門和團隊的員工展現一致高標準 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。 Review, maintain and implement systems and procedures as directed. 依照指示回顧、管理及執行體系和程序。 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。 Supports the Hotel’s Core Value towards employee development, morale and institute programs to ensure the effectiveness and promotion of this philosophy within the Guest Service department. 員工的發展、士氣和項目的研究需堅持酒店核心價值觀，確保該理念在賓客服務部門中的作用和發展。 Displays a high degree of professionalism and integrity as befitting a member of management. 作為管理層中的一員，需展示出高標準的專業性。 Responds properly and takes a supervisory role in any hotel emergency or safety situation, as well as ensuring the proper control and instructions of said emergency procedures to the hotel. 在遇到酒店緊急情況或與安全相關的情況時，做出正確的回應并扮演監督者的角色，確保根據酒店緊急情況處理程序的指示正確地控制所遇情況。 Managing all administrational duties as specified by the resort. 根據酒店規定管理行政工作。 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。 To ensures that all colleagues activities adhere to and support the Atlantis Quality Standards 確保所有員工活動遵循并支持亞特蘭蒂斯質量標準。 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。 Takes full responsibility of the department. 承擔部門所有責任。

Job Summary 職位簡述 To oversee, assist and coordinatethe daily operation of the luxury suites with the butler team. Ensuring allluxury suite occupants receive a professional and courteous butler service atall times as per resort standards. 與管家服務團隊一起監督、協助和協調奢華套房每日運營情況。根據酒店的標準，確保所有入住奢華套房的客人體驗專業、熱情的管家服務。 Key Duties and Responsibilities 主要義務和職責 1.Oversee thedaily tasks to be carried out by the butler team. 查看管家團隊每日工作任務。 2.Carry outbriefing with the butler team daily informing them of all daily resortinformation. 組織例會，與管家團隊分享每日酒店內的信息。 3.Check andassist the butlers in their daily tasks and requirements from the luxury suiteguest. 檢查并協助管家服務員的每日工作及奢華套房客人的需求。 4.Oversee allluxury suite reservations, ensuring all data is collected and schedule andbrief the butlers responsible for the individual suite. Ensure all pre-arrivalpreparations are carried out as per guest preferences. 查看所有奢華套房的預訂，收集好所有數據，做好工作計劃，告知管家服務員需負責的套房。根據客人喜好，確保在 客人到店之前做好所有準備工作。 5.Oversee allluxury suite occupants’ itineraries ensuring the butler team are in control ofcoordination and assisting with the requirements in a proper manner as perresort standards. 查看所有奢華套房客人的活動日程，確保管家服務員根據酒店的標準，以恰當的方式協助客人。 6.Control allsuites prior to guest arrival ensuring the suite is prepared as per resortstandards. 在客人到店前，根據酒店的標準，先將套房準備好。 7.Check allchannel OTA reservations and arrange butler to follow up and welcome guestaccordingly. 檢查所有線上渠道的預定并安排管家做相應的跟進并歡迎客人。 8.Check allVIP arrival details and ensure all relevant VIP amenities deliver to room atthe proper time. 檢查所有的VIP抵達信息并確保VIP相應的禮遇在合適的時間送到房間。 9.Check allVIP departure details and ensure guest billing all correct and drop off limobooking has been arranged if any. 檢查所有VIP 離店的細節確保客人的賬單無誤并安排好送機車輛，如果有預定。 10.Communicateall requests and preferences to other resort departments correctly and timely. 正確并及時地與酒店其他部門傳達客人所需和喜好。 11.Prepare allbutler schedules and vacation schedules according to resort requirements. 根據酒店需求，制定所有管家服務員的工作計劃以及休假計劃。 12.Ensure thebutler team all attend to duty on time in the correct uniform well groomed. 確保管家部的所有員工按時上崗，身著合適的制服，良好的儀容儀表。 13.Carry outtrainings for the butler team as per resort requirements and on the jobtraining when required. 根據酒店的需求以及工作要求，對管家團隊的員工進行培訓。 14.Ensure allbutler tools and equipment is available and functioning correctly at all times. 確保所有管家使用的工具和設備在任何時候處于正常運作狀態。 15.Ensure allF&B and amenity preferences are prepared on a daily basis for the suite. 根據客人飲食喜好，為套房客人準備當天的餐飲禮品。 16.Ensure allguest luggage and belongings are attended to in a correct and timely manner asper guest requirements. 根據客人的需求，以正確 、迅速的方式整理客人的行李。 17.Assist thebutler team in coordinating special activities requested outside the resort. 協助管家團隊處理來自于酒店外部的特殊活動。 18.Ensurepriority restaurant reservations are available and reservations prepared forthe suite guests as requested. 優先預訂餐廳座位并根據套房客人的需求為其做好預訂。 19.Ensure alldeparture services are attended to by the butler team, and transportationrequirements, next destination requests are followed up as per guestrequirements. 根據客人的要求，提供離店服務、交通需求服務、下個目的地的協助。 20.Have fullknowledge of all resort services, hours, and locations around the resort. 具備豐富的酒店服務知識、時間概念以及熟悉酒店周邊地區。 21.Have fullknowledge of all concierge services available in the local area, includingdistances, times, and locations. 具備豐富的本地禮賓服務知識，包括距離、時間以及地點信息。 22.Havethorough knowledge of the resort PMS system being able to carry out in roomcheck in and check out of guests. 完全熟悉PMS系統的操作，能夠為客人在房內辦理入住和退房手續。 23.Have fullknowledge and able to carry out all butler duties and requested tasks whenrequired. 具備豐富的管家服務知識，能夠承擔管家職責，當客人有需求時，可以提供幫助。 24.Carry outany other job-related tasks requested by the resort. 完成其他與工作相關的任務。?? Skills, Experience & Educational Requirements 技能、經驗和教育要求 College degree or above, similar work experience is preferred 大專以上學歷，有同崗位工作經驗者優先 Excellent organizational and management skills and excellentcommunication skills 優秀的組織管理能力和優秀的交際能和溝通技巧 Have a strong sense of customer service 具備較強的服務客人意識 Good at communicating with guests, dealing with thoughtful,decisive, can independently deal with various complaints 善于同賓客交往、溝通，處理周到、果斷，能獨立處理各種投訴 Warm, sincere, patient, friendly, with good etiquette 熱情、真誠、耐心，有親和力，具備良好的禮儀規范

Job Summary 職位簡述 To ensure the daily reception desk operation is prepared and assisted in order to ensure no guest’s demand gets delay due to foreseen requirements. Through preparation and control of collected guest information, ensures that guest arrivals and departures are as efficient and courteous as possible. The team leader is also the main communication with housekeeping and the call center when requests are carried out. 確保每日前臺運作準備充分和得到應有的協助，以確保及時滿足客人可預期的需求。通過準備和收集到的客人信息，前臺主管要確 保客人的到店和離店都高效順暢。在于客房部和總機的溝通中，前臺主管也扮演著重要角色。 Key Duties and Responsibilities 主要義務和職責 Adhere toall Resort rules and regulations as per Service Standard Policies andprocedures, and follow all communications briefed by the RAM/FDM. 根據服務標準的政策和程序，遵守所有的旅游規則和規定，并跟進 RAM/FDM 在例會上交代的事項。 Attend toduty timely and wearing the correct uniform, name badge and well groomed. 準時上班，穿著正確的制服，佩戴名牌，精心打扮。 Attend toduty timely and efficient manner as per resort standards. 按照度假村標準，按時、高效地履行職責。 Conductdaily briefing and ensure attendance of all team. 進行每日例會確保所有成員出勤。 Hand overaccurate information to next shift/ Prepare daily briefing sheet. 交接班要把準確的信息給到下一班次。 Prepare theduty roster for all Team members and ensure that Civil soft been updated. 準備所有團隊成員的班表并更新系統。 Arrange mealbreaks for every shift. 安排每一班次的用餐時間。 Be fullytrained on using the resort PMS system and have the ability to assist thereception desk when required to do so. 充分培訓使用PMS 系統，并有能力在需要的時候協助前臺接待。 Ensure thatthe guest reservations are complete with all the necessary information,according to resort and municipality standards. 確保客人的預定要根據度假村標準補充所有必要的信息。 Allocaterooms to ensuring all information is correct and according to reservationspecifications. 按照預訂的要求分配房間以確保所有的信息都是正確的。 Prepare 7days group forecast and allocate it accordingly. 預測七天內的團隊到店情況，并作相應的工作分配。 Ensure thatany special requirements or requests are followed up by trace and communicateto the respective departments. 確保任何特殊的需求或要求都要與各個部門進行溝通并跟進。 In case ofmissing information this is communicated back to the reservation department inorder to retrieve the information prior to the guest arrival. 如果信息不全，需要和預訂部溝通，以便在客人到達之前獲得相關的信息。 Review thesuite and Imperial Club availability to brief the team on upsellingopportunity. 檢查皇家俱樂部的可賣房給團隊成員增銷機會。 Drive theachievement of the upsell program 推動增銷項目。 Ensure thathigh balance report and traces been checked. 確保檢查 High balance 報告和 Traces 報告。 Carry outguest check in, check out and requests as per resort standards. 按照酒店的標準給客人辦理入住和退房。 Superviseall tasks are carried out properly by all agents. 監督所有工作都正常進行。 Ensures thatthe preferences and requests are allocated prior guest arrival. 確保客人到達之前按照客人的喜好安排。 Ensure thePMS system daily reports and updated hold the correct information distributedto all departments. 確保 PMS 系統的日常報告更新，把握正確的信息分發到各個部門。 Ensures alldeparting guest folios are complete with the correct information and billinginstructions have been followed, and rate charges are correctly billed. 確保所有離店客人的帳單信息是正確并按照帳單明細付費，確保所有的費用是正確的。 Identifiesdaily traces and action required on guests’ requests, special occasions andother sub departmental follow up, and distributes this to all sub departmentalmanagers. 識別客人要求跟進、特殊場合和特殊情況和其他部門一起跟進并將這些信息分發給所有的部門經 理。 Communicatewith Housekeeping Co-coordinator for departure, discrepancy report. 與客房管理協調人員進行溝通，并檢查差異報告。 Updatebriefing board in back office with daily and weekly events and promotions, andany other information to be brought to attention to everyone. 每天更新例會內容和每周的會議和特別活動，和任何其他信息都要和所有團隊成員分享。 Provideother assistance to the guest services team which might be requested inaddition to the daily tasks. 除了日常工作內容，為賓客服務團隊提供其他的幫助。 Have fullknowledge of all resorts accommodation types, additional preferences availableon request, and rates related to the respective accommodation type. 充分了解所有酒店的住宿類型，額外附加服務，以及與住宿套餐相關的價格。 Ensure guestinformation is kept confidential at all the time as per resort standards. 確保客人的信息在任何時候都是保密的。 Have fullknowledge of all events, conventions, and special promotions happening in theresort. 充分了解度假村內發生的所有事件、會議和特殊促銷活動。 Oversee andensure the daily collateral stock is accurate and prepare requisitions forcollateral when required. 監督和確保每日的庫存準確無誤，并在需要時提前準備。 Maintainquality documentation. 保持質量文檔。 Skills, Experience & Educational Requirements 技能、經驗和教育要求 Communication – Understand basic English and Speak Fluent Mandarin 溝通-了解基本的英文和講流利的普通話 Previous experience would be advantageous 有相關工作經驗者優先 Strong interpersonal skills 有較強的人際交往能力

Job Summary 職位簡述 To Assist Front Office Manager to oversee the front desk and back-office operation, lobby, coordinates and monitor that all guests arrival, departure and in-house experiences are as per resort standards 協助前廳經理監督前臺和后臺辦公室的運作，大堂協調和監督所有客人的到達，離開和得到入住的體驗是依照度假標準的。 Key Duties and Responsibilities 主要義務和職責 Adhere to all Resort rules and regulations as per Service Standard Policies and procedures 堅持所有酒店規章按照服務標準的政策和程序操作。 Ensure the reception team work with a sales focused attitude and are aware of sales opportunities within the resort which will assist with the maximization of revenue. 確保前臺接待以專注的態度接待客人，并了解酒店內的所有增銷機會，這將有助于實現收入最大化。 Attending daily operation meeting 參加每天的運營會議。 Attending all group meetings. 參與所有團隊的會議。 Ensure all team members are aware of all room revenue targets and are kept informed of performance results. 確保所有團隊成員都知道所有的收入目標，并保持對業績結果的了解。 Review VIP arrival& special events. 查閱貴賓到店和特殊度假村活動。 Ensure all non-guaranteed reservations are released at the appointed time. 確保所有非擔保預訂在指定時間內被取消。 Adhere to the resort selling strategy by ensuring the use of correct rates. 堅持銷售策略，確保使用正確的價格。 Ensure all book out situations are handled in a diplomatic and professional manner ensuring future business from respective booked out guests. 確保所有的預訂都是通過專業的方式來處理，確保客人會帶來更多預定。 Ensure a consistently high standard of presentation is maintained for both the department and the team members. 確保部門成員維持一致的高標準