Job Description職位簡介 ?
LeadGuest Service department staff to provide effective and satisfying service tocustomers, to achieve the standards of Ascott.
帶領前廳部員工提供給客戶有效及滿意的客戶服務，使之達到雅詩閣的標準要求。
Major Responsibility主要工作職責
·????????Responsible for Guest Service departmentoperation and management, ensure the full implementation of Ascott guestservice and crisis management policies and procedures, as well as doingnecessary supplement and completion according to the actual situation of theproperty.
負責前廳部運營管理, 確保雅詩閣的客戶服務和危機管理政策及程序完全落實并結合本物業的實際情況進行必要的補充及完善。
·????????Responsible for supervision thedaily check-in, check-out, reservation and greeting work done by guest servicestaff.
負責對前廳部員工處理日常入住，退房，預定及接待工作進行監管。
·????????Ensure the Guest Service staffpresent a professional image of companies and individuals in their daily workand good customer service.
確保前廳部員工在日常工作及對客服務中體現良好的公司和個人專業形象。
·????????Handle customer requests, inquiries and complaints in a timely andappropriate manner to ensure customer satisfaction and escalate superiors asnecessary.
及時、恰當地處理客戶的需求、詢問和投訴，確保客戶滿意度，必要時向上級報告。
·????????Lead the Guest Service team to organize, coordinate, arrange and implementVIP reception with other departments to ensure VIP customers get pleasantexperience.
帶領前廳團隊與其他部門組織協調安排、執行落實VIP接待工作，確保VIP客戶能得到舒適和愉悅的入住體驗。
·????????Foster strong communication and coordination with all property partners toensure seamless operations.
與所有物業合作伙伴保持良好的溝通和協調，以確保無縫運營。
·????????Coordinate and communicate with other departments (such as theHousekeeping Department, Food and Beverage Department, Sales Department, etc.)to ensure the guests’ satisfaction and smooth internal communication. Implementroom status control to help maximize revenue.
協調和溝通與其他部門（如客房部、餐飲部、銷售部等）的工作，以保證客人需求的順利滿足，并確保公寓內部信息的暢通。進行有效的房態管控，協助完成收益。
·????????Lead Guest Service team to plan, execute and carry out effective guestactivities or support other activities according to the brand attributes,including but not limited to Brand 360, Ascott Care and other event themes.
帶領前廳團隊依照所屬品牌屬性積極計劃、執行開展有效的住客活動或支持其他活動，包括但不僅限于品牌360、雅詩閣關懷等活動主題。
·????????Responsible for cost control, resources allocation, operating costreduction. Develop and implement the department's budget, ensure all accountsare accurate and closed within the safe account period. Responsible for departmentCAPAX management.
負責成本管理，合理調配資源，降低運營成本。制定和執行本部門的財政預算, 及時有效的跟進處理所有賬目，確保賬目的準確和在安全賬期間內結算。同時負責部門固定資產管理。
·????????Lead the Guest Service team to actively and effectively conduct salesactivities, including but not limited to Up Selling, Walk-in, ASR and propertyaccessories.?
帶領前廳團隊積極有效進行銷售活動，包括但不僅限于Up Selling、Walk-in、雅星會會員招募以及物業周邊產品。
·????????Be familiar with and strictly abide by the local government's personnelinformation registration system for public security administration and Exit andEntry Administration, so as to timely and accurately report information asrequired.
熟悉并嚴格遵守地方政府對治安管理、出入境管理的人員信息登記制度，做到及時、準確按要求上報信息。
·????????Manage the work and rest schedulesof the Guest Service team effectively，deliver worktasks to the team members and provide guidance, effectively communicate withother internal departments..
有效地管理前廳團隊的工作和休息時間表，向部門傳達工作指標及任務并提供指導，與內部其他部門進行有效溝通。
·????????Monitor and evaluate the performance of the Guest Service team, includingcustomer satisfaction, service quality, work efficiency, etc. and adjuststrategies in a timely manner to enhance overall operational effectiveness.
監控和評估前廳部的業績，包括客戶滿意度、服務質量、工作效率等，及時調整策略以提升整體運營效率。
·????????Manage and train Guest Service staff, including recruitment, selection,training, evaluation and motivation, to improve the overall quality and servicelevel of the team.
管理和培訓前廳部員工，包括招聘、選拔、培訓、評估和激勵等，以提高團隊的整體素質和服務水平。
·????????Conduct regular training sessions for the Guest Service team to enhancetheir skills and knowledge.
定期為前廳團隊進行培訓，以提高員工的技能和知識。
·????????Work as property Manager On Duty (MOD) per plan.
按排班擔任物業值班經理。
·????????Implement all Ascott audit processes.
落實雅詩閣所有審計流程。
·????????Adhere strictly to Ascott's policies, procedures, and standards.
嚴格遵守雅詩閣的政策、程序和標準。
·????????In compliance with the Ascott Group'sEnvironmental Health and Safety (EHS) guidelines and policies, pay attention toenergy conservation and the safe operation in daily work, responsiblefor the risk management within the scope of his own position.
遵守雅詩閣集團的環境健康安全(EHS)方針政策，日常工作中注意節能和安全操作，對本崗位風險管理事件負責。
·????????Fulfill any additional tasks assigned by superior.
完成上級分配的其他任務。
Requirements資質需求
·????????Hold a degree or higher qualification in hotel management, tourism, or alanguage-related field.
擁有酒店管理、旅游或語言相關領域的學位或以上學歷。
·????????Possess over 5 years of management experience in the Front Office ofserviced apartments or starred hotels.
在服務公寓或星級酒店前廳擁有5年以上的管理經驗。
·????????Maintain a professional appearance and have a thorough understanding of FrontOffice workflows.
保持專業形象，并全面了解前廳工作流程。
·????????Demonstrate excellent communication skills and proficiency in English/Japanese/Korean.
具備良好的溝通能力，精通英語/日語/韓語。
·????????Proficient in hotel management software andcomputer systems.
熟練使用酒店管理軟件和計算機系統。
·????????Good leadership and problem-solving abilities.
良好的領導力和解決問題的能力。
·????????Have good understanding of entry-exit basicknowledge.
具有良好的出入境登記常識。
·????????Willingness to work flexible shifts.
愿意接受靈活的工作時間安排。
·????????Ability to work under pressure and handleemergencies effectively.
能夠在壓力下工作并有效地處理緊急情況。
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