崗位職責(zé)
貴賓接待與服務(wù)負(fù)責(zé)行政酒廊日常接待，為入住行政樓層的賓客及 VIP 客人提供專業(yè)、個(gè)性化服務(wù)（如辦理入住 / 退房、酒水餐飲服務(wù)、信息咨詢等）。
熟悉酒廊運(yùn)營(yíng)流程，確保早餐、下午茶、歡樂時(shí)光（Happy Hour）等時(shí)段的服務(wù)品質(zhì)，及時(shí)補(bǔ)充餐食、飲品，維持環(huán)境整潔。
客戶關(guān)系維護(hù)主動(dòng)與賓客溝通，了解需求并提供定制化服務(wù)（如預(yù)訂服務(wù)、旅游建議等），提升賓客滿意度與忠誠(chéng)度。妥善處理賓客反饋與投訴，及時(shí)協(xié)調(diào)相關(guān)部門解決問(wèn)題，記錄并跟進(jìn)特殊事件。運(yùn)營(yíng)管理與合規(guī)嚴(yán)格遵循萬(wàn)豪品牌標(biāo)準(zhǔn)與酒店政策，確保酒廊服務(wù)流程、衛(wèi)生安全及食品安全符合規(guī)范。協(xié)助管理酒廊庫(kù)存，控制成本，合理申領(lǐng)物資，配合財(cái)務(wù)核對(duì)賬單。團(tuán)隊(duì)協(xié)作與支持與前臺(tái)、廚房、客房等部門密切配合，保障賓客體驗(yàn)的連貫性。參與酒店培訓(xùn)與活動(dòng)，提升服務(wù)技能、產(chǎn)品知識(shí)及應(yīng)急處理能力。崗位要求
語(yǔ)言能力普通話流利，具備良好的英語(yǔ)溝通能力（英語(yǔ)聽說(shuō)讀寫熟練者優(yōu)先），可與外籍賓客順暢交流。
懂本地語(yǔ)言（如潮汕話）或方言者優(yōu)先。
經(jīng)驗(yàn)與技能1 年以上高端酒店行政酒廊、西餐廳或貴賓接待經(jīng)驗(yàn)（萬(wàn)豪集團(tuán)旗下酒店經(jīng)驗(yàn)優(yōu)先）。熟悉酒水知識(shí)、餐飲服務(wù)流程，具備基礎(chǔ)的西餐禮儀與宴會(huì)服務(wù)技巧。職業(yè)素養(yǎng)形象氣質(zhì)佳，服務(wù)意識(shí)強(qiáng)，工作細(xì)致耐心，能適應(yīng)彈性工作時(shí)間（含早班、晚班及節(jié)假日值班）。具備良好的溝通協(xié)調(diào)能力與抗壓能力，能靈活處理突發(fā)情況。其他要求熱愛酒店行業(yè)，認(rèn)同萬(wàn)豪 “以人為本” 的企業(yè)文化，樂于分享與團(tuán)隊(duì)合作。有米其林 / 高端餐飲服務(wù)經(jīng)驗(yàn)、酒品侍酒師證書者優(yōu)先考慮。Job Responsibilities:VIP Reception and ServiceManage daily reception in the Executive Lounge, providing professional and personalized services to guests staying on executive floors and VIP guests (e.g., check-in/check-out services, food and beverage service, information consultation, etc.).Be familiar with the lounge operation procedures, ensure service quality during breakfast, afternoon tea, Happy Hour and other periods, promptly replenish food and beverages, and maintain a clean environment.
Customer Relationship Maintenance
Proactively communicate with guests to understand their needs and provide customized services (e.g., booking services, travel recommendations, etc.) to enhance guest satisfaction and loyalty.
Properly handle guest feedback and complaints, coordinate with relevant departments to resolve issues in a timely manner, and record and follow up on special incidents.
Operational Management and Compliance
Strictly adhere to Marriott brand standards and hotel policies to ensure that lounge service processes, hygiene safety, and food safety comply with regulations.
Assist in managing lounge inventory, control costs, reasonably request supplies, and cooperate with finance to reconcile bills.
Team Collaboration and Support
Closely collaborate with departments such as the front desk, kitchen, and housekeeping to ensure the consistency of the guest experience.
Participate in hotel training and activities to improve service skills, product knowledge, and emergency response capabilities.
Job Requirements:
Language Proficiency
Fluent in Mandarin, with good English communication skills (proficient in English listening, speaking, reading, and writing preferred) to communicate smoothly with foreign guests.
Proficiency in local languages (e.g., Chaoshan dialect) or dialects is preferred.
Experience and Skills
At least 1 year of experience in executive lounges, western restaurants, or VIP reception in high-end hotels (preferred if with experience in Marriott-branded hotels).
Familiar with 酒水知識(shí) (wine and beverage knowledge), food and beverage service processes, and possess basic western dining etiquette and banquet service skills.
Professional Qualities
Pleasant appearance and demeanor, strong sense of service, meticulous and patient work attitude, and ability to adapt to flexible working hours (including morning shifts, evening shifts, and holiday duty).
Good communication and coordination skills, ability to work under pressure, and flexibility in handling unexpected situations.
Additional Requirements
Passion for the hotel industry, alignment with Marriott's "people-first" corporate culture, and willingness to share and collaborate in a team.
Candidates with Michelin/high-end catering service experience or sommelier certification will be prioritized.
