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1、負(fù)責(zé)酒店賓客關(guān)系的日常維護(hù)與管理，確保為客人提供優(yōu)質(zhì)、個性化的服務(wù)體驗(yàn)。 2、主動與客人溝通，了解其需求及反饋，及時處理投訴與建議，提升客戶滿意度。 3、協(xié)調(diào)酒店各部門（如前廳、客房、餐飲等），確?？腿诵枨蟮玫礁咝ы憫?yīng)與解決。 4、收集并分析客戶意見與市場反饋，為酒店服務(wù)改進(jìn)提供數(shù)據(jù)支持。 5、處理突發(fā)事件或特殊需求，確保客人問題得到妥善解決。 6、具備良好的溝通能力與服務(wù)意識，能夠靈活應(yīng)對各類客戶需求。 7、性格開朗、耐心細(xì)致，具備較強(qiáng)的抗壓能力與應(yīng)變能力。 8、具備團(tuán)隊協(xié)作精神，能夠高效協(xié)調(diào)內(nèi)外部資源解決問題。 9、對酒店行業(yè)有熱情，愿意長期從事客戶服務(wù)工作。 10、有酒店前臺相關(guān)崗位經(jīng)驗(yàn)者優(yōu)先。 地址:北京市房山區(qū)長陽鎮(zhèn)永惠街1號院 聯(lián)系人:齊先生 15910972860

【崗位職責(zé)】 1、掌握當(dāng)日客情及餐飲活動。 2、參與各項(xiàng)前臺的工作。發(fā)現(xiàn)并上報工作中出現(xiàn)的問題。 3、掌握當(dāng)天到店及離店的重要賓客，回頭賓客。 4、在賓客到店之前準(zhǔn)備好登記表、房卡等以確保入住手續(xù)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(xié)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(jìn)措施與向上級反映。 7、在前臺及大堂接待及迎送住離店的賓客，協(xié)助入住賓客辦理登記入住及離店手續(xù)。 【崗位要求】 1、酒店1年前臺或賓客服務(wù)工作者優(yōu)先。 2、具有良好的服務(wù)意識，團(tuán)隊協(xié)作精神以及良好的溝通、協(xié)調(diào)和應(yīng)變能力。 3、注重細(xì)節(jié)，工作有責(zé)任心，敢于承擔(dān)責(zé)任，執(zhí)行力較強(qiáng)。 4、有上進(jìn)心和良好的學(xué)習(xí)能力和抗壓能力。

Key Duties and Responsibilities 崗位職責(zé) ? Oversee overall lobby management to ensure a clean, orderly environment that meets hotel service standards. 負(fù)責(zé)酒店大堂的整體秩序管理，確保環(huán)境整潔、有序，符合酒店服務(wù)標(biāo)準(zhǔn)。 ? Coordinate inter-departmental resources to handle emergencies and ensure smooth service flow for optimal guest experience. 協(xié)調(diào)各部門資源，處理突發(fā)情況，確保服務(wù)流程順暢，保障賓客的舒適體驗(yàn)。 ? 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(yè)的服務(wù)，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(yīng)賓客需求，協(xié)調(diào)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(qū)域的突發(fā)事件，確保快速、妥善的應(yīng)對措施。 ? Monitor service quality and propose improvements to maintain established standards. 監(jiān)督大堂服務(wù)品質(zhì)，提出改進(jìn)建議，確保符合標(biāo)準(zhǔn)。 Job Requirements ?崗位要求 ? Minimum 3 years of front office experience with proficiency in hotel operating systems and procedures. 具備3年以上前廳服務(wù)工作經(jīng)驗(yàn)，熟悉酒店運(yùn)營系統(tǒng)及流程。 ? Excellent communication and coordination skills to promptly resolve guest issues. 出色的溝通與協(xié)調(diào)能力，能快速解決賓客問題。 ? Strong problem-solving ability to efficiently handle emergencies. 具備較強(qiáng)的應(yīng)變能力，能高效處理突發(fā)情況。 ? Professional appearance with pleasant demeanor and strong service etiquette. 儀表端莊，形象氣質(zhì)佳，具備親和力與職業(yè)素養(yǎng)。 ? Multilingual proficiency (e.g., English) is preferred. 掌握多語言（如英語）溝通能力者優(yōu)先。

【崗位職責(zé)】 1、掌握當(dāng)日客情及餐飲活動。 2、參與各項(xiàng)前臺的工作。發(fā)現(xiàn)并上報工作中出現(xiàn)的問題。 3、掌握當(dāng)天到店及離店的重要賓客，回頭賓客。 4、在賓客到店之前準(zhǔn)備好登記表、鑰匙卡等以確保入住手續(xù)方便、快捷。 5、與住店賓客保持良好溝通以了解賓客之喜惡（喜好），協(xié)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(jìn)措施與向上級反映。 7、在前臺及大堂與商務(wù)樓層接待及迎送住離店的賓客。 8、協(xié)助入住商務(wù)樓層之賓客辦理登記入住及離店手續(xù)。 【崗位要求】 1、中專以上學(xué)歷，有同崗位工作經(jīng)驗(yàn)1年以上，有良好英文溝通能力，會說上海話和蘇州話。 2、具有良好的服務(wù)意識，團(tuán)隊協(xié)作精神以及良好的溝通、協(xié)調(diào)和應(yīng)變能力。 3、注重細(xì)節(jié)，工作有責(zé)任心，敢于承擔(dān)責(zé)任，執(zhí)行力較強(qiáng)。 4、有上進(jìn)心和良好的學(xué)習(xí)能力和抗壓能力。

【崗位職責(zé)】 1、負(fù)責(zé)秋水山莊高端賓客的接待、入住安排及全程服務(wù)跟進(jìn)，確保賓客獲得卓越的入住體驗(yàn)。 2、主動了解并記錄賓客個性化需求，協(xié)調(diào)資源提供定制化服務(wù)方案。 3、處理賓客投訴及突發(fā)事件，及時響應(yīng)并妥善解決，維護(hù)品牌形象。 4、建立并維護(hù)高端賓客檔案，定期回訪并挖掘潛在長期客戶。 5、監(jiān)督客房清潔、設(shè)備維護(hù)等服務(wù)質(zhì)量，確保區(qū)域保持高標(biāo)準(zhǔn)。 6、協(xié)助策劃并執(zhí)行品牌活動，提升客戶粘性與復(fù)住率。 7、定期收集并分析賓客反饋，提出服務(wù)優(yōu)化建議。 【崗位要求】 1、具備優(yōu)秀的服務(wù)意識與職業(yè)素養(yǎng)，能適應(yīng)高標(biāo)準(zhǔn)的服務(wù)要求。 2、出色的溝通協(xié)調(diào)能力，能熟練使用中英文進(jìn)行商務(wù)交流（英語能力優(yōu)秀者優(yōu)先）。 3、具備敏銳的觀察力，能快速識別并預(yù)判賓客需求。 4、能從容應(yīng)對高端賓客的多樣化需求及突發(fā)狀況。 5、形象氣質(zhì)佳，舉止得體，持有侍酒師證、茶藝師證等相關(guān)證書或同崗位工作經(jīng)驗(yàn)者優(yōu)先。 6、可接受彈性工作制（含夜班及節(jié)假日輪班）。

·????????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(guān)注他/她的環(huán)境，以預(yù)測客人和同事的需求和期望。優(yōu)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(tuán)隊成員合作，建立相互信任和尊重的關(guān)系。在工作環(huán)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(biāo)準(zhǔn)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(guān)鍵部門保持聯(lián)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(guān)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(yàn) ·????????Advocates positive colleague experiencethrough leadership behaviors that demonstrate commitment to the LeadershipPromise: ·????????通過表現(xiàn)出對領(lǐng)導(dǎo)承諾的領(lǐng)導(dǎo)行為，提倡積極的同事體驗(yàn)： ·????????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(xiàn)出對領(lǐng)導(dǎo)承諾的領(lǐng)導(dǎo)行為，提倡積極的同事體驗(yàn)： ·????????Manages the development plans of teammembers ·????????管理團(tuán)隊成員的發(fā)展計劃 ·????????Manages the succession plan of the team ·????????團(tuán)隊的繼任計劃 ·????????Creates an environment of trust thatallows team members to express themselves through the available channels ofcommunication ·????????創(chuàng)造一個信任的環(huán)境，允許團(tuán)隊成員通過可用的溝通渠道表達(dá)自己。 ·????????Promotes engaging communication withopenness and empathy ·????????以開放和同理心促進(jìn)互動交流 ·????????Allocates time to understand teammembers as unique individuals ·????????分配時間將團(tuán)隊成員理解為獨(dú)特的個體 ·????????Creates departmental goals andobjectives based on the objectives of the Finance division ·????????根據(jù)財務(wù)部的目標(biāo)制定部門目標(biāo) ·????????Works on key actions to achieve thegoals, and create score boards where applicable ·????????為實(shí)現(xiàn)目標(biāo)而采取關(guān)鍵行動，并在適用的情況下創(chuàng)建記分板。 ·????????Communicates performance objectivesacross teams to foster common goals ·????????跨團(tuán)隊傳達(dá)績效目標(biāo)，以實(shí)現(xiàn)共同目標(biāo) ·????????Conducts regular accountabilityconversations to ensure progress towards the goals ·????????定期進(jìn)行問責(zé)制對話，確保實(shí)現(xiàn)目標(biāo)的進(jìn)展 ·????????Reviews own behaviors and those of theteam members regularly with reference to the Leadership Capability Framework ·????????據(jù)領(lǐng)導(dǎo)能力框架定期審查自己的行為和團(tuán)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(shí)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(rèn)可積極的行為 ·????????Encourages team members to inspire oneanother with positive performance stories ·????????鼓勵團(tuán)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(chuàng)造一種樂趣和快樂感，同時讓自己和他人對結(jié)果負(fù)責(zé)。 ·????????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(zé) ·????????Assume Manager On Duty shifts whenneeded ·????????在需要的時候輪班值班經(jīng)理 Advocatespositive guest experience through leadership behaviors that demonstratecommitment to the Service Promise: 通過表現(xiàn)出對服務(wù)承諾的領(lǐng)導(dǎo)行為，倡導(dǎo)積極的客人體驗(yàn)： ·????????Ensures the work processes areestablished to set the team members to succeed ·????????確保建立工作流程，使團(tuán)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(tuán)隊成員理解并遵守運(yùn)營部門的工作流程。 ·????????Has full awareness,manages all tasks of his staff ·????????充分認(rèn)識和管理員工的所有任務(wù) ·????????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(wù)。 ·????????To oversee all Butlersand Butler Supervisors and the day-to-day operation of the department ·????????識別和預(yù)測客人的需求，確保提供個性化服務(wù) ·????????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(guān)注/慶?；顒涌腿说玫綄ｉT照顧，特別關(guān)注他們的需求和要求 ·????????Direct workassignments of supervisory and non-supervisory personnel ·????????監(jiān)察人員和非監(jiān)察人員的直接工作任務(wù)； ·????????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(yùn)營部門與管家運(yùn)營有關(guān)的事項(xiàng)，特別是前臺，以確保VIP狀態(tài)和其他信息，以及客房、工程、洗衣、銷售、餐飲、預(yù)訂等。 ·????????Schedule routineinspections by supervisors of all butler areas including occupied andnon-occupied rooms ·????????安排所有管家區(qū)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(jiān)督人員的外貌、紀(jì)律和工作效率進(jìn)行評價。 ·????????Maintain a steadyflow of communication between team and Guest Services Manager, Front OfficeTeam, Housekeeping Team, laundry, Engineering ·????????保持團(tuán)隊與客戶服務(wù)經(jīng)理、前臺團(tuán)隊、客房部團(tuán)隊、洗衣房、工程部之間的穩(wěn)定溝通。 ·????????Ensure GuestServices Manager is aware of tasks and assignments of every butler ·????????確保賓客服務(wù)經(jīng)理了解每位管家的任務(wù)和任務(wù)。 ·????????Ensure consumptionof Guest supplies is under control ·????????.確保客人用品的消費(fèi)得到控制。 ·????????Monitor and controlrelevant procedures including lost and found, key control, etc. ·????????對失物招領(lǐng)、重點(diǎn)控制等相關(guān)程序進(jìn)行監(jiān)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(wù)，確保管家與萊佛士保持聯(lián)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(rèn)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(guān)注/慶?；顒涌腿说玫綄ｉT照顧，特別關(guān)注他們的需求和要求。

【崗位職責(zé)】 1、掌握當(dāng)日客情及餐飲活動。 2、參與各項(xiàng)前臺的工作，發(fā)現(xiàn)并上報工作中出現(xiàn)的問題。 3、掌握當(dāng)天到店及離店的重要賓客，回頭賓客。 4、在賓客到店之前準(zhǔn)備好登記表、鑰匙卡等以確保入住手續(xù)方便、快捷。 5、與住店賓客保持良好溝通以了解賓客之喜惡（喜好），協(xié)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(jìn)措施與向上級反映。 7、在前臺及大堂與獨(dú)棟客房接待及迎送住離店的賓客。 8、協(xié)助入住獨(dú)棟客房之賓客辦理登記入住及離店手續(xù)。 9、研究市場行情，洞察競爭對手的個性化服務(wù)，創(chuàng)新推出具備競爭力的賓客服務(wù)體驗(yàn)。 10、領(lǐng)導(dǎo)安排的其它工作。 【崗位要求】 1、大專以上學(xué)歷，有同崗位工作經(jīng)驗(yàn)1年以上，有良好粵語和基礎(chǔ)英文溝通能力。 2、具有良好的服務(wù)意識，團(tuán)隊協(xié)作精神以及良好的溝通、協(xié)調(diào)和應(yīng)變能力。 3、注重細(xì)節(jié)，工作有責(zé)任心，敢于承擔(dān)責(zé)任，執(zhí)行力較強(qiáng)。 4、有上進(jìn)心和良好的學(xué)習(xí)能力和抗壓能力。 5、形象氣質(zhì)佳，陽光開朗，談吐優(yōu)雅，積極穩(wěn)重。

崗位職責(zé)： 1.根據(jù)各崗位要求歡迎、幫助、歡送客，幫助提供景點(diǎn)信息，做內(nèi)部推薦，為客人帶路。 2.了解旅游和商務(wù)的相關(guān)信息，熟悉公司產(chǎn)品和服務(wù)，掌握賓客接待禮儀。 3.熟悉景點(diǎn)內(nèi)的接待流程、各項(xiàng)功能以及公司特別活動并給與宣傳。 4.提供客人滿意的服務(wù)并保證服務(wù)質(zhì)量。 5.以友好高效的方式處理客人的投訴，若有需要為相關(guān)人員提供指引，以保證客人滿意。 參加公司及內(nèi)部組織的培訓(xùn)課程。 崗位要求： 1.形象氣質(zhì)佳，女身高165CM以上，男身高178CM以上，品格端正； 2.良好的溝通技巧及表述能力，良好的服務(wù)、團(tuán)隊意識及協(xié)助； 3.具備熟練的日語溝通能力及講解能力； 4.有品牌酒店前廳工作經(jīng)驗(yàn)者優(yōu)先考慮。

1.一年以上服務(wù)行業(yè)客服工作經(jīng)驗(yàn)，能熟練使用常見辦公軟件； 2.具備良好的親和力、溝通協(xié)調(diào)能力、執(zhí)行力、富有團(tuán)隊合作及敬業(yè)精神； 3.具有FOM，F(xiàn)BM經(jīng)驗(yàn)優(yōu)先考慮；

職責(zé)范圍： 1、全面負(fù)責(zé)酒店銷售與推廣，保證酒店營收與市場占有率； 2、負(fù)責(zé)對外聯(lián)絡(luò)宣傳部、旅游局、政府接待等對口部門，解決政府各功能部門接待需要； 3、與各企業(yè)及旅游行業(yè)保持良好合作溝通，保證客源與營收； 4、熟知電子商務(wù)與網(wǎng)絡(luò)銷售平臺操作，不斷拓寬酒店客源； 5、保持各媒體溝通，定期有效對市場發(fā)布酒店利好信息； 6、與各營收部門一同制定年度推廣計劃及收入預(yù)算，上報總經(jīng)理審核； 7、負(fù)責(zé)制定宣傳策劃方案，制作酒店廣告宣傳平面廣告與視頻 8、與財務(wù)部一同制定推廣費(fèi)用預(yù)算，上報總經(jīng)理審核； 9、收集市場信息與顧客需求，與各經(jīng)營部門制定有效方案以開拓市場； 10、負(fù)責(zé)管理部門員工紀(jì)律和安全，評估員工銷售服務(wù)能力，并對員工開展針對性培訓(xùn)； 完成總經(jīng)理安排一切工作任務(wù)。 職位要求： 1、大專學(xué)歷及以上，身高1.7米以上，精通中文，能使用英文進(jìn)行有效溝通； 2、熟練掌握電腦操作，熟知酒店電子管理、辦公系統(tǒng)操作及視頻制作，精通電子商務(wù)平臺及操作； 3、5年以上高星級酒店餐飲部管理工作經(jīng)驗(yàn)，有酒店管理公司及高星級酒店籌備開業(yè)經(jīng)驗(yàn)者優(yōu)先。

1.一年以上服務(wù)行業(yè)客服工作經(jīng)驗(yàn)，能熟練使用常見辦公軟件； 2.具備良好的親和力、溝通協(xié)調(diào)能力、執(zhí)行力、富有團(tuán)隊合作及敬業(yè)精神； 3.具有FOM，F(xiàn)BM，航空背景優(yōu)先考慮；

崗位職責(zé)： 1.要求：女性 2.全面負(fù)責(zé)餐飲賓客關(guān)系的維護(hù)與發(fā)展。 3.建立和完善賓客檔案，定期回訪客戶，收集賓客反饋，并提出改進(jìn)措施。 4.持續(xù)監(jiān)測賓客滿意度，并根據(jù)反饋調(diào)整服務(wù)標(biāo)準(zhǔn)。 5.兼餐飲銷售。 6.底薪4500+提成（上不封頂）。 7.市場營銷畢業(yè)生也可接受。

【Job Responsibilities】 Bespoke Experience Creation: Understand each guest's preferences, interests, and special requirements to tailor their experience accordingly. Plan and coordinate personalized itineraries, including dining reservations, transportation, and recreational activities. Implement creative ideas to surprise and delight guests, ensuring their stay is unforgettable. 24-Hour Guest Assistance: Allocate personal hosts to individual guests, ensuring full coverage and availability round the clock. Be readily available to address any inquiries, requests, or concerns throughout the guest's stay. Coordinate with other departments to promptly resolve any issues or provide immediate assistance when needed. Proactive Guest Care: Anticipate guests' needs and preferences, taking proactive steps to fulfill them without hesitation. Continuously seek opportunities to enhance the guest experience, going the extra mile to exceed expectations. Provide recommendations for local attractions, events, and exclusive experiences to enrich the guests' itinerary. 【Job Specification】 Minimum 5 years’ experience in an International class hotel. Previous experience in a luxury hospitality environment or similar role is highly desirable. Fluent in both Chinese and English (preferred). Strong organizational skills to manage multiple tasks efficiently. Exceptional communication and interpersonal skills. Ability to create curated experiences for guests, tailoring-offerings to individual preferences. Possess a high level of empathy and emotional intelligence to understand and respond to guests' needs. Proficient in Microsoft Word and other relevant office applications Flexibility to work irregular hours and weekends, adapting to the needs of the guests.

[崗位職責(zé)]? 1、保持對前臺的培訓(xùn)和監(jiān)管，并監(jiān)督員工的對客服務(wù)。 2、掌握客房預(yù)訂情況，向部門經(jīng)理報告重要團(tuán)體和客人的訂房情況，檢查VIP通知單的發(fā)送情況，負(fù)責(zé)VIP接待工作的落實(shí)。 3、處理前臺工作中的差錯，處理賓客有關(guān)投訴。 4、負(fù)責(zé)前臺財產(chǎn)、設(shè)備的使用管理和保養(yǎng)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(zhì)良好的賓客關(guān)系，努力增加客房銷售。 [崗位要求] 1、大專以上學(xué)歷，有同崗位工作經(jīng)驗(yàn)1年以上。? 2、有良好的團(tuán)隊領(lǐng)導(dǎo)精神及執(zhí)行力，工作認(rèn)真負(fù)責(zé)，作風(fēng)正派。? 3、熟練掌握前廳部工作的各個環(huán)節(jié)和程序。 4、掌握酒店管理基礎(chǔ)知識，善于同賓客交往、溝通，處理周到、果斷，能獨(dú)立處理客人投訴

【崗位職責(zé)】 1、通過訓(xùn)練領(lǐng)導(dǎo)和激發(fā)團(tuán)隊員工。 2、其他經(jīng)理不在的情況下，代替其他經(jīng)理和總經(jīng)理作為整個酒店的職責(zé)經(jīng)理。 3、積極地參加職業(yè)培訓(xùn)，讓員工保持水平一致。 4、訓(xùn)導(dǎo)團(tuán)隊，提高員工水平，激勵他們完成目標(biāo)。 5、確保員工手冊，相關(guān)勞動法，HR指南的一致性，如有違反，紀(jì)律處分。 6、根據(jù)酒店標(biāo)準(zhǔn)，進(jìn)行每年一次的1：1的個人發(fā)展回顧，確保對員工進(jìn)行公平客觀的描述，以便為員工提供繼續(xù)發(fā)展的平臺。 7、訓(xùn)練和發(fā)展有潛力的員工，令其有更好的職業(yè)前景。 8、致力于酒店工作，為酒店發(fā)展提供建議，有創(chuàng)新精神，為顧客提供品質(zhì)服務(wù)。 9、負(fù)責(zé)新員工的培訓(xùn)，使其盡快勝任工作，并告知酒店的要求。 10、及時有效的和賓客溝通，確保給顧客及時的答復(fù)。每個客人的投訴要求必須要在二十四小時內(nèi)解決。 11、登記客人，確保客人信息完整填寫并確認(rèn)，按照酒店榮譽(yù)會員和飛行里程會員的要求服務(wù)和發(fā)展會員，同時確認(rèn)付款方式。 12、將客人送至客房，介紹客房布局，確保行李及時遞送等。 13、采取必要行動，及時有效的處理顧客的不滿，適當(dāng)?shù)臅r候告知其他賓客關(guān)系經(jīng)理。回訪客人，確?？腿藢鉀Q方法滿意。 14、關(guān)注客戶信息和喜好，確保滿足客人的要求。15、作為接待VIP客人的酒店員工，要確保為客人提供人性化服務(wù)。 16、按照客人的預(yù)定或喜好安排房間，控制房間。 17、確保為會員顧客提供優(yōu)質(zhì)專業(yè)的服務(wù)，發(fā)展客人加入會員。 18、和銷售，預(yù)定和商業(yè)發(fā)展團(tuán)隊共同為客人提供服務(wù) 19、及時準(zhǔn)確的將客人的信息錄入公安報告系統(tǒng)。 20、遵循酒店品牌標(biāo)準(zhǔn)。 21、了解酒店周邊地區(qū)的最新信息，名勝，風(fēng)景地等，為顧客提供方便。 22、確保前臺和其他部門間的溝通交流，特別是客房部，餐飲部等。 24、持酒店數(shù)據(jù)的準(zhǔn)確，便于操作。維持前臺設(shè)備的正常運(yùn)做和工作區(qū)域的清潔。 25、及時將信息傳遞至相關(guān)人員，確保尚未完成的事情移交至有關(guān)人員，讓賓客滿意。參加必要的會議并閱 【崗位要求】 1、保持和供應(yīng)商的良好關(guān)系 2、保證向酒店內(nèi)部和外部客人提供高質(zhì)量的服務(wù) 3、維護(hù)酒店設(shè)施設(shè)備的正常運(yùn)轉(zhuǎn) 4、保持工作環(huán)境整潔 5、達(dá)到綠色酒店的要求 6、編輯更新工作標(biāo)準(zhǔn)和程序

1.?Tohave complete knowledge of the operational systems at Front Office. 全面掌握前廳部操作系統(tǒng)專業(yè)知識。 2.?Tohave complete knowledge of Shangri-La standard operating policies andprocedures. 全面掌握香格里拉標(biāo)準(zhǔn)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(huán)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(guān)系部的運(yùn)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(xùn)需求和服務(wù)中需要提高的區(qū)域。 6.?Supervisesand guides all staff to ensure that hotel policies and procedures are adheredto. 管理和引導(dǎo)員工并且確保酒店政策和程序的執(zhí)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(wù)中需要提高的區(qū)域。 8.?Creates a positive and highly motivatedworking environment that promotes and develops teamwork. 創(chuàng)造積極和諧的工作環(huán)境以促進(jìn)和發(fā)展團(tuán)隊精神。 9. Utilizes and develops communication toolsand channels for the dissemination of information and workflow in the section.. 利用和發(fā)展溝通交流的工具和途徑， 為部門進(jìn)行很好的工作信息和流程的傳遞。 10.??Monitors for the accurate maintenance ofguest history database. 監(jiān)督客史數(shù)據(jù)庫的維護(hù)。 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(shí)施以便在對客服務(wù)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(shí)感必須在每一次的對客服務(wù)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(guān)部門改善客人的反饋意見， 確?？腿说臐M意度。 14.?Establishes relationships with guests todelight and gain loyalty. 建立良好的賓客關(guān)系贏得客人的忠實(shí)感。 15. Ensures guest recognition program aremaintained. 維持感謝回頭客人的賓客認(rèn)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(wù)和設(shè)施。 17.?Enforces all quality standards andprocedures from VIP guests, pre-arrival, to their arrival, during their staytill their departure. 加強(qiáng)質(zhì)量標(biāo)準(zhǔn)和VIP客人，預(yù)先抵達(dá)， 抵達(dá)，入住至離店的程序。

Russian is preferred 俄語優(yōu)先 ·? ? ? ????Manage and supervise all tasks ofhis/her staff to ensure guests receive prompt, cordial attention and personalrecognition ·????????指引和監(jiān)督下屬工作以確保住客第一時間感受到熱忱的關(guān)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(xiàn)自信，與客人建立積極的關(guān)系，體現(xiàn)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(guān)注他/她的環(huán)境，以預(yù)測客人和同事的需求和期望。優(yōu)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(tuán)隊成員合作，建立相互信任和尊重的關(guān)系。在工作環(huán)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?？腿说玫郊皶r、禮貌、主動和個性化的服務(wù)。始終如一地提供周到、貼心、真誠的服務(wù)。 ·????????Ensure that all Front Office StandardsOperating policies and procedures are adhered ·????????確保所有前廳標(biāo)準(zhǔn)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(xié)調(diào)到達(dá)、停留和離開的體驗(yàn)，確保無縫體驗(yàn) ·????????Liaise with all key departments togather the correct information? ·????????與所有關(guān)鍵部門保持聯(lián)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(zé) ·????????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(guān)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(chuàng)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(xié)調(diào)，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(xié)助VIP和高忠誠度客人準(zhǔn)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(fèi)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(jìn)行預(yù)達(dá)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(lián)系，并協(xié)助處理任何可能出現(xiàn)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(fā)前一晚交付;與制服/客人服務(wù)團(tuán)隊安排檢查服務(wù) ·????????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(guān)部門完成適當(dāng)?shù)母M(jìn) ·????????Assume Manager On Duty shifts whenneeded ·????????在需要的時候替班值班經(jīng)理 ·????????Monitors butlers to ensure residentsreceive prompt and courteous service ·????????監(jiān)控管家，確?？腿说玫郊皶r、禮貌的服務(wù)。 ·????????Communicate with Head Butler on allmatters regarding guest services & hotel operations ·????????及時與首席管家交流對客服務(wù)和酒店運(yùn)營的動態(tài) ·????????Ensure room is prepared to requiredstandards and exceeds specific needs of guest ·????????確保客房按標(biāo)準(zhǔn)及住客的特殊需求準(zhǔn)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(fā)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(xù) ·????????Offer unpacking services for guest anddo so when requested ·????????當(dāng)客人要求時為客人提供行李拆包服務(wù) ·????????Ensure high standard of grooming andpresentation of Butler at all times ·????????確保所有管家時刻保持高標(biāo)準(zhǔn)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?？腿耸盏筋A(yù)期之外的服務(wù) ·????????Be familiar with areas of localinterest, locations, general community activities, cultural events, etc ·????????熟悉當(dāng)?shù)氐娘L(fēng)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(wù)需求建立良好的溝通 ·????????Ensures that consumption of residentsupplies is under control ·????????確?？腿说南M(fèi)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(yōu)化升級銷售，最大限度地利用酒店產(chǎn)品和設(shè)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(wù)體驗(yàn)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(xié)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(wù)以滿足客人的需求 ·????????Provide 24 hours Butler service forPresidential Villa and Suites when needed ·????????保持和運(yùn)營部門之間都能有效溝通 ·????????Maintain effective communication withoperational departments ·????????當(dāng)需要時為總統(tǒng)別墅和套房住客提供24小時貼身管家服務(wù) ·????????actively and effectively solveunexpected problems and Effective follow-up ·????????積極有效的解決突發(fā)問題, 并有效的跟進(jìn) ·????????Organize complimentary items to Villaand Suites ·????????協(xié)調(diào)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(zhǔn)確有序地輸入系統(tǒng) ·????????Conduct 3 shift briefing (AM, PM) duringabsence of Head Butler ·????????當(dāng)首席管家不在是協(xié)調(diào)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(guān)的工具、設(shè)備受到良好的維護(hù)，適當(dāng)?shù)膬Υ妫鍧嵓昂侠戆才啪S護(hù) ·????????Daily inventory Butler items and updateHead Butler if discrepancies found ·????????每日清點(diǎn)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(qū)域進(jìn)行常規(guī)檢查，包括有人和無人房間、餐具室、商店、設(shè)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(jìn)行培訓(xùn)并檢查對客服務(wù) ·????????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(jù)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(tuán)隊的工作表現(xiàn) ·????????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(jù)首席和前廳部經(jīng)理的要求改進(jìn)對客服務(wù) ·????????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(tuán)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(jiān)督下所有員工的外表、紀(jì)律和效率，必要時立即采取補(bǔ)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(xié)助監(jiān)督和控制相關(guān)程序，包括失物招領(lǐng)、關(guān)鍵控制、安全和應(yīng)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(rèn)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(guān)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(tuán)隊與管家負(fù)責(zé)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(nèi)每個人的任務(wù)和任務(wù) ·????????Conducts regular trainings and roleplays to ensure all trainings are understood by the team ·????????定期進(jìn)行培訓(xùn)和角色扮演，以確保團(tuán)隊理解所有培訓(xùn) ·????????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(nèi)的所有物品進(jìn)行庫存和盤點(diǎn)，并負(fù)責(zé)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(huán)境，確保所有團(tuán)隊成員接受公正的監(jiān)督

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.