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To oversee the daily operations of all Welcome Desk andWhatever/Whenever talent. To pro-actively drive and promote consistently highlevels of friendly, unscripted, real and connected customer service andrecognition through full implementation of all W HIDs. To foster a positiveworking environment by using solution-based approaches.? 確保每天迎賓前臺以及隨時隨需英才的運營情況，嚴格按照酒店服務流程來提供友好，真誠的待客服務。解決英才或客人所遇到的問題，培養(yǎng)積極的工作環(huán)境。 Observingoperations in the Living Room, at the Welcome Desk and Whatever/ Wheneverensuring all procedures are being followed. Guaranteeing all talents handleguests courteously and professionally. All financial and legal procedures areadhered to and ongoing operations are monitored with any incidents reported inthe correct manner. 觀察前區(qū)，前臺以及隨時隨需的日常運營，確保所有工作流程順利進行。保證每位英才能夠專業(yè)，親切的對待每一位客人。正確操作前臺財務以及法律流程，對于任何突發(fā)事件能夠進行正確的處理及匯報。 Being an activerole model for all Welcome Desk and Whatever/Whenever talent; working,breathing and living W Core Values. 為迎賓前臺及隨時隨需的英才提供積極向上的角色榜樣，使用酒店語言和酒店核心價值觀。 Ensuring thatWelcome operations run effectively at all times and are correctly prepared forupcoming groups / WHO arrivals. 確保前廳部全時段的高效運營并正確的對于團體以及WHO客人抵達做出完善的預估及準備。 Controlling roomtype availability, room count and rate category accuracy in collaboration withthe Welcome Manager to maximize revenues, occupancy and rate. 協(xié)同迎賓總監(jiān)最大化控制可售房型，房間數量以及房間價格以達到利益、入住率最大化。 Assisting the Directorof Welcome to analyze and review the monthly Profit & Loss Statement. 協(xié)助迎賓經理分析月度利潤和虧損狀況。 Understandingthe team’s strengths and weaknesses and in doing so, foster a workingenvironment where all talents are able to build on constructive feedback. Toencourage the use of direct and indirect feedback to improve talent’sself-awareness and development in growing with Marriott. 意識到團隊中的優(yōu)勢及劣勢，對于英才給予的反饋進行改善以達到自我意識的完善和發(fā)展。鼓勵使用直接和間接的告知方式讓英才了解自我并且和萬豪一起發(fā)展。

Job Description - Assists the Assistant Manager in efficiently managing the Department according to the established concept statement providing a courteous, professional, efficient and flexible service at all times. -?Handles guest enquiries in a courteous and efficient manner and reports guest complaints or problems to Assistant Manager if no immediate solution / alternative can be found. -?To ensure that all guests check in/ out are being handled according to Guest Signature Experience in Hyatt brand standard guide. -?Assists in the development of Front Office associates to work following the operational, financial, administrative philosophies and ensuring associates are multi-skilled and perform multi-tasks. Qualification -?Minimum 1 year relevant work experience as Leader Host in Luxury hotel brand. -?Good Presentation, neat, well groomed. -?Excellent communication skill.?Skilled in English listening and speaking. -?Actively respond to and solve problems, maintain good working condition. -?A good team spirit of collaboration, excellent interpersonal skills, honest and reliable. -?Motivated, passionate, flexible, capable of handling multi-faceted tasks and of working under pressure.

1. 客人在入住期間，以個人化的重視和溫馨的服務來最大化客人的滿意度。 2.督促和保證所有優(yōu)悅會會員享受相關的福利，回頭客和貴賓享受特別的待遇和服務。 3. 和其它部門緊密配合提供優(yōu)質服務。 4. 錄入客人數據到相關系統(tǒng)。 5. 協(xié)助推廣酒店銷售和設施。 6. 處理客人的投訴，做出相應的行動。 7. 根據當日預定報表提前檢查貴賓的房間分配，歡迎物品和滿足特別的要求。 8. 提供貴賓客人的優(yōu)質服務以提高滿意度。

崗位職責 1. 處理日常的入住，退房，預定及接待工作。 2. 妥善和及時處理客戶的要求、詢問和投訴。如有需要，及時向上級匯報。 任職要求： 1.性格開朗、頭腦靈活、工作踏實，具有較強的服務意識、推銷意識和責任感。 2.相貌端正，身體健康，外語口語良好。 3.有高星級酒店前臺實習或工作經驗。

SUMMARY摘要: The purpose of In Room Dining Team Leader is tocater to guests who wish to consume food and beverage in the room, daily housekeepingdelivery or other guest requests from guest room. The guest expects to receivequick and efficient service. Therefore, the In Room Dining Team Leader needs tobring the In Room Dining waiter/waitress, butler to be courteous, friendly andprofessional when serve guest. A person in position must be neat, polite, wellversed in his duties and honest and take a strong personal interest in theguest’s needs. 職位的主要工作是為滿足客人客房內用餐及客房服務， 物品遞送的需求。送餐部領班通過帶領客房送餐服務員及實習生，為賓客提供殷勤，友好并專業(yè)的態(tài)度向客人提供快速高效的服務。員工需要誠實，禮貌，以表整潔，通曉工作職責，對工作有興趣。 SPECIFICJOB KNOWLEDGE, SKILL AND ABILITY 專業(yè)知識及工作技能、技巧要求： ·????????Decent appearance, hospitality and highlycollaboration.? 外表得體，殷勤好客，高度合作。 ·????????Experience for working shifts rotation, includingNight Shift. 有翻班工作經驗，包括夜班。 ·????????Experience and Knowledge of Food and Beverage. 對餐飲有一定經驗和了解。 ·????????Business English conversational. 有一定英語對話能力。 REQUIREDQUALIFICATIONS 必要的資歷要求:???? ??????????? ·????????At least 2 years at same positions in other 5 starLuxury Hotels or Brand Restaurant. 至少2年在其他五星級豪華酒店相關工作經驗 或 品牌餐廳的工作經驗。 ·????????Sense of customer service, work hard. 有良好的服務意識，吃苦耐勞 ·????????Food and Beverage background is necessity. 必須是餐飲服務背景。

Job Overview職位概述 ·???????? Responsible for the operational efficiency of all front office areas during shift and the service delivery of those areas.? Provide timely and professional check-in/check-out services in accordance with established scripting and standards. ·???????? 負責管理所有前廳單位的運營效率和服務工作。根據設定的說明和標準提供及時和專業(yè)的入住和退房服務。 ? At InterContinental Hotels & Resorts? we want our guests to feel special, cosmopolitan and In the Know which means we need you to: ·???? Be charming by being approachable, having confidence and showing respect. ·???? Stay in the moment by understanding and anticipating guests’ needs, being attentive and taking ownership of getting things done. ·???? Make it memorable by being knowledgeable, sharing stories and showing your style to create moments that make people feel special. 在洲際酒店及度假村?，我們希望賓客感覺風格獨特、時尚現代和深入洞悉，這意味我們需要你： ·???? 親切、充滿自信、體現尊重來展現富有魅力的你。 ·???? 理解和預測賓客的需要、做到細心周到、具主人翁精神、把事情辦好，保持專注當下。 ·???? 見多識廣、分享閱歷、展現你的風格來創(chuàng)造令人感覺特別的時刻，做到令人難忘。 Duties and Responsibilities工作職責???????????? ·???????? Conducts shift briefings to ensure hotel activities and operational requirements are known ·???????? 進行有效的交接班簡報工作，以明確酒店活動和運營要求 ·???????? Supervise front office operations during assigned shift including: ·???????? 在當班期間監(jiān)督前廳部運營情況，包括： o??? Maintenance of guest information o??? 維護客戶信息 o??? Maintenance of information about local events o??? 維護當地活動的信息 o??? Compile occupancy statistics o??? 統(tǒng)計入住情況 o??? Supervise the use of he public address system o??? 監(jiān)督公共廣播系統(tǒng)的使用 o??? Supervise group bookings o??? 監(jiān)督團組預訂情況 o??? Assisting with serious complaints o??? 協(xié)助解決嚴重投訴問題 ·???????? Supervise cashiering activities during shift including: ·???????? 在當班期間監(jiān)督收銀活動，包括： o??? Cash handling and banking procedure o??? 現金處理和銀行業(yè)務程序 o??? Dealing with irregular payments o??? 處理非法支付情況 o??? Instructing staff in credit policies and facilities o??? 就信用政策和設備對員工進行指導 o??? Instructing staff in cash security procedures o??? 就現金安全程序對員工進行指導 o??? Carry out debtor control o??? 實施應收帳款控制 o??? Prepare reports o??? 準備財務報告 o??? Supervise the cashiering system o??? 對收銀系統(tǒng)實施監(jiān)管 ·???????? Works with Superior and Human Resources on manpower planning and management needs ·???????? 與上級領導和人力資源部一起進行人力規(guī)劃和管理需求。 ·???????? Works with Superior and Director of Finance in the preparation and management of the Department’s budget. ·???????? 與上級領導和財務總監(jiān)一起編制和管理部門預算。 ? QUALIFICATIONS AND REQUIREMENTS任職要求 Required Skills – 技能要求 ·???????? Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company. ·???????? 擁有在與他人交往時大多數時間所使用的溝通技能；完全代表酒店，品牌和公司與顧客，員工和第三方交往的能力。 ·???????? Proficient in the use of Microsoft Office and Front Office System ·???????? 熟練使用微軟辦公軟件和前臺系統(tǒng) ·???????? Problem solving and organizational abilities ·???????? 具有解決問題和組織能力 ? Qualifications – 學歷 ·???????? Diploma or Vocational Certificate in Hotel Administration, Hotel Management or equivalent ·???????? 具有酒店行政管理，酒店管理或相關的大專學歷或專業(yè)證書。 ? Experience – 經驗 ·? ? ? ? ?2 years experience in front office / guest services or related discipline including supervisory experience, or an equivalent combination of education and experience.? ·???????? 擁有2年前廳或賓客服務工作經驗，包括管理經驗，或與此相當的教育和相關工作經驗結合的背景。

崗位職責： 1.為所有與客人互動的運營部門提供支持性的職能協(xié)助。確?？腿藵M意并記錄部門員工的工作表現。 2.根據酒店經理提供的工作細節(jié)，在私人管家部門的日常運營中滿足客人的需求。 3.指導大堂和樓層的活動，確保達到既定的質量和賓客服務標準。 4.遵守政府有關酒店應急程序、安全或其他合規(guī)要求，以及品牌標準和當地的政策和法規(guī)。 5.提供獨特的賓客體驗，并將品牌帶到生活中。 任職條件： 1. 具有酒店行政管理，酒店管理或相關的學士學位或大專水平。 2. 擁有至少5年以上的奢華國際五星級酒店前廳部管理工作經驗。 3. 必須有國際奢華酒店酒店開業(yè)經驗（同崗位的經驗）。同時有深度的了解在籌備開業(yè)酒店的工作內容和一系列的挑戰(zhàn)。 4. 具有較高的協(xié)調能力和溝通能力。 5. 有客戶基礎資源或有各種客戶資源渠道。 6. 熟練掌握Opera酒店管理系統(tǒng)和夜審執(zhí)行程序。 7. 培養(yǎng)團隊成員之間的聯(lián)系和歸屬感，以及將成員和團隊聯(lián)系起來的能力。 8. 對于處理問題有豐富的知識和經驗，并擁有處理問題的能力。 9. 具備良好的中英文會話和寫作能力。 10. 抗壓能力強

【崗位職責】 1、負責酒店前臺的接待和管理工作，熟知前臺服務設施的功能，處于完好狀態(tài)。 2、進行有關的市場計劃分析制定部門工作計劃，完成工作報告。 3、使客房達到最高出租率，獲取最佳的客房收入。 4、督導下屬部門，委派工作任務，明確崗位責任，隨時調整工作部署。 5、保持良好的客際關系，能獨立有效地處理賓客投訴。 6、協(xié)助酒店與更高一級領導處理突發(fā)事件。 【崗位要求】 1、?？埔陨蠈W歷，有同崗位工作經驗3年以上。 2、熟悉酒店前臺的經營管理工作，具有較強的工作責任感和敬業(yè)精神。 3、督導前廳各分部員工服務質量標準、操作流程標準并對前臺各項工作實施全面監(jiān)管。 4、有效貫徹、落實并完成部門制訂的每月工作計劃。 5、英語對話流利，有較強的協(xié)調管理能力，具有一定的銷售能力。 6、全面掌握前臺收銀方面的財務知識，能處理日常服務環(huán)節(jié)中所涉及到的財務方面的問題。