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Responsible for Guest Service department operation and management, ensure the full implementation of Ascott guest service and crisis management policies and procedures, as well as doing necessary supplement and completion according to the actual situation of the property.
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。
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Responsible for supervision the daily check-in, check-out, reservation and greeting work done by guest service staff.
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。
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Ensure the Guest Service staff present a professional image of companies and individuals in their daily work and 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。
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Handle customer requests, inquiries and complaints in a timely and appropriate manner to ensure customer satisfaction and escalate superiors as necessary.
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 implement VIP reception with
other departments to ensure VIP customers get pleasant experience.
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 to ensure 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 the Housekeeping Department, Food
and Beverage Department, Sales Department, etc.) to ensure the guests’ satisfaction and smooth
internal communication. Implement room 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,協助完成收益最大化。
? Lead Guest Service team to plan, execute and carry out effective guest activities 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 cost reduction. Develop and implement
the department's budget, ensure all accounts are accurate and closed within the safe account period.
Responsible for department CAPAX 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 sales activities, including but not
limited to Up Selling, Walk-in, ASR and property accessories.
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 personnel information registration
system for public security administration and Exit and Entry Administration, so as to timely and
accurately report information as required.
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 schedules of the Guest Service team effectively,deliver work tasks to the
team members and provide guidance, effectively communicate with other 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, including customer satisfaction,
service quality, work efficiency, etc. and adjust strategies 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 service level 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 enhance their 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。
? Follow Ascott Group's Environmental Health and Safety (EHS) guidelines, focusing on energy
conservation and safe practices in daily operations.
遵循雅詩閣集團的環境健康安全(EHS)指南,在日常運營中注重節能和安全實踐。
? Fulfill any additional tasks assigned by superior.
完成上級分配的其他任務。