Job Description職位簡(jiǎn)介 ?
LeadGuest Service department staff to provide effective and satisfying service tocustomers, to achieve the standards of Ascott.
帶領(lǐng)前廳部員工提供給客戶有效及滿意的客戶服務(wù)，使之達(dá)到雅詩(shī)閣的標(biāo)準(zhǔn)要求。
Major Responsibility主要工作職責(zé)
·????????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(fù)責(zé)前廳部運(yùn)營(yíng)管理, 確保雅詩(shī)閣的客戶服務(wù)和危機(jī)管理政策及程序完全落實(shí)并結(jié)合本物業(yè)的實(shí)際情況進(jìn)行必要的補(bǔ)充及完善。
·????????Responsible for supervision thedaily check-in, check-out, reservation and greeting work done by guest servicestaff.
負(fù)責(zé)對(duì)前廳部員工處理日常入住，退房，預(yù)定及接待工作進(jìn)行監(jiān)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(duì)客服務(wù)中體現(xiàn)良好的公司和個(gè)人專業(yè)形象。
·????????Handle customer requests, inquiries and complaints in a timely andappropriate manner to ensure customer satisfaction and escalate superiors asnecessary.
及時(shí)、恰當(dāng)?shù)靥幚砜蛻舻男枨?、詢?wèn)和投訴，確?？蛻魸M意度，必要時(shí)向上級(jí)報(bào)告。
·????????Lead the Guest Service team to organize, coordinate, arrange and implementVIP reception with other departments to ensure VIP customers get pleasantexperience.
帶領(lǐng)前廳團(tuán)隊(duì)與其他部門(mén)組織協(xié)調(diào)安排、執(zhí)行落實(shí)VIP接待工作，確保VIP客戶能得到舒適和愉悅的入住體驗(yàn)。
·????????Foster strong communication and coordination with all property partners toensure seamless operations.
與所有物業(yè)合作伙伴保持良好的溝通和協(xié)調(diào)，以確保無(wú)縫運(yùn)營(yíng)。
·????????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(xié)調(diào)和溝通與其他部門(mén)（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(nèi)部信息的暢通。進(jìn)行有效的房態(tài)管控，協(xié)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(lǐng)前廳團(tuán)隊(duì)依照所屬品牌屬性積極計(jì)劃、執(zhí)行開(kāi)展有效的住客活動(dòng)或支持其他活動(dòng)，包括但不僅限于品牌360、雅詩(shī)閣關(guān)懷等活動(dòng)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(fù)責(zé)成本管理，合理調(diào)配資源，降低運(yùn)營(yíng)成本。制定和執(zhí)行本部門(mén)的財(cái)政預(yù)算, 及時(shí)有效的跟進(jìn)處理所有賬目，確保賬目的準(zhǔn)確和在安全賬期間內(nèi)結(jié)算。同時(shí)負(fù)責(zé)部門(mén)固定資產(chǎn)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(lǐng)前廳團(tuán)隊(duì)積極有效進(jìn)行銷售活動(dòng)，包括但不僅限于Up Selling、Walk-in、雅星會(huì)會(huì)員招募以及物業(yè)周邊產(chǎn)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(yán)格遵守地方政府對(duì)治安管理、出入境管理的人員信息登記制度，做到及時(shí)、準(zhǔn)確按要求上報(bào)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(tuán)隊(duì)的工作和休息時(shí)間表，向部門(mén)傳達(dá)工作指標(biāo)及任務(wù)并提供指導(dǎo)，與內(nèi)部其他部門(mén)進(jìn)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(jiān)控和評(píng)估前廳部的業(yè)績(jī)，包括客戶滿意度、服務(wù)質(zhì)量、工作效率等，及時(shí)調(diào)整策略以提升整體運(yùn)營(yíng)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(xùn)前廳部員工，包括招聘、選拔、培訓(xùn)、評(píng)估和激勵(lì)等，以提高團(tuán)隊(duì)的整體素質(zhì)和服務(wù)水平。
·????????Conduct regular training sessions for the Guest Service team to enhancetheir skills and knowledge.
定期為前廳團(tuán)隊(duì)進(jìn)行培訓(xùn)，以提高員工的技能和知識(shí)。
·????????Work as property Manager On Duty (MOD) per plan.
按排班擔(dān)任物業(yè)值班經(jīng)理。
·????????Implement all Ascott audit processes.
落實(shí)雅詩(shī)閣所有審計(jì)流程。
·????????Adhere strictly to Ascott's policies, procedures, and standards.
嚴(yán)格遵守雅詩(shī)閣的政策、程序和標(biāo)準(zhǔn)。
·????????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(shī)閣集團(tuán)的環(huán)境健康安全(EHS)方針政策，日常工作中注意節(jié)能和安全操作，對(duì)本崗位風(fēng)險(xiǎn)管理事件負(fù)責(zé)。
·????????Fulfill any additional tasks assigned by superior.
完成上級(jí)分配的其他任務(wù)。
Requirements資質(zhì)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(yǔ)言相關(guān)領(lǐng)域的學(xué)位或以上學(xué)歷。
·????????Possess over 5 years of management experience in the Front Office ofserviced apartments or starred hotels.
在服務(wù)公寓或星級(jí)酒店前廳擁有5年以上的管理經(jīng)驗(yàn)。
·????????Maintain a professional appearance and have a thorough understanding of FrontOffice workflows.
保持專業(yè)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(yǔ)/日語(yǔ)/韓語(yǔ)。
·????????Proficient in hotel management software andcomputer systems.
熟練使用酒店管理軟件和計(jì)算機(jī)系統(tǒng)。
·????????Good leadership and problem-solving abilities.
良好的領(lǐng)導(dǎo)力和解決問(wèn)題的能力。
·????????Have good understanding of entry-exit basicknowledge.
具有良好的出入境登記常識(shí)。
·????????Willingness to work flexible shifts.
愿意接受靈活的工作時(shí)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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