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崗位職責(zé) 1.確保自己的服飾、發(fā)型整潔、言談等方面全部符合規(guī)定的要求。 2.查看交班記錄，了解上一班的移交事項(xiàng)，并負(fù)責(zé)處理。 3.熟悉預(yù)訂資料，了解酒店的所有資料和活動(dòng)。 4.熟悉酒店有關(guān)客房銷(xiāo)售的各項(xiàng)政策，向來(lái)店賓客推銷(xiāo)客房。 5.熟練掌握店內(nèi)外信息，提供準(zhǔn)確的問(wèn)訊服務(wù)。 7.負(fù)責(zé)為下榻酒店的賓客辦理入住登記手續(xù)。 8.負(fù)責(zé)客房鑰匙的管理和發(fā)放工作并嚴(yán)格遵守驗(yàn)證制度。 9.制作有關(guān)報(bào)表，為其它部門(mén)提供準(zhǔn)確的接待信息。 崗位要求 1.大專(zhuān)以上文化程度，精通英語(yǔ)。 2.性格開(kāi)朗、頭腦靈活、工作踏實(shí)，具有較強(qiáng)的服務(wù)意識(shí)、推銷(xiāo)意識(shí)和責(zé)任感。 3.通曉酒店各項(xiàng)對(duì)客政策、設(shè)施設(shè)備及服務(wù)種類(lèi)以及總臺(tái)工作程度和規(guī)范。 4.相貌端正。

崗位職責(zé) 1.掌握當(dāng)日客情及餐飲活動(dòng)。 2.參與各項(xiàng)前臺(tái)的工作，發(fā)現(xiàn)并上報(bào)工作中出現(xiàn)的問(wèn)題。 3.掌握當(dāng)天到店及離店的重要賓客及回頭賓客。 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好，協(xié)助賓客解決疑難事宜。 6.做好每日對(duì)住店賓客的電話(huà)拜訪(fǎng)工作，搜集賓客意見(jiàn)并及時(shí)采取跟進(jìn)措施與向上級(jí)反映。 7.在前臺(tái)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.高中以上學(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，懂韓語(yǔ)優(yōu)先考慮。 2.具有良好的服務(wù)意識(shí)，團(tuán)隊(duì)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.掌握當(dāng)日客情及餐飲活動(dòng)。 2.參與各項(xiàng)前臺(tái)的工作，發(fā)現(xiàn)并上報(bào)工作中出現(xiàn)的問(wèn)題。 3.掌握當(dāng)天到店及離店的重要賓客及回頭賓客。 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好，協(xié)助賓客解決疑難事宜。 6.做好每日對(duì)住店賓客的電話(huà)拜訪(fǎng)工作，搜集賓客意見(jiàn)并及時(shí)采取跟進(jìn)措施與向上級(jí)反映。 7.在前臺(tái)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.高中以上學(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，懂韓語(yǔ)優(yōu)先考慮。 2.具有良好的服務(wù)意識(shí)，團(tuán)隊(duì)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. 幫助行政樓層賓客做好入住及退房工作。 2. 為行政樓層賓客提供餐飲服務(wù)。 3. 檢查并確保為重要賓客所安排的房間在賓客到店前已準(zhǔn)備就緒。 4. 迎接并陪同抵達(dá)的重要賓客，在辦理入住時(shí)提供歡迎茶服務(wù)，引領(lǐng)賓客到房間并介紹酒店設(shè)施。 5. 推薦酒店的餐廳并為他們提供預(yù)訂服務(wù)。 6. 在賓客離店時(shí)向客人歡欣道別。 7. 與前臺(tái)及客戶(hù)關(guān)系接待的同事密切合作，了解賓客之喜好，并協(xié)助解決疑難事宜。 8. 及時(shí)向行政樓層經(jīng)理報(bào)告賓客的投訴。 崗位要求 1. 高中以上學(xué)歷，有同崗位或餐飲工作經(jīng)驗(yàn)，有良好英語(yǔ)溝通能力，懂韓語(yǔ)優(yōu)先考慮。 2. 具有良好的服務(wù)意識(shí)，團(tuán)隊(duì)協(xié)作精神以及良好的協(xié)調(diào)和應(yīng)變能力。 3. 具備與賓客溝通交流技巧和良好的客服意識(shí)。 4. 注重細(xì)節(jié)，工作有責(zé)任心，敢于承擔(dān)責(zé)任，執(zhí)行力和抗壓能力較強(qiáng)。

協(xié)助管理前廳部各分部門(mén)工作確保客人得到快速的，專(zhuān)業(yè)的服務(wù)和個(gè)人的關(guān)注。

·????????Lead the front desk team,respond to guest requirements and solve related problems. ·????????領(lǐng)導(dǎo)前臺(tái)團(tuán)隊(duì)，對(duì)于客人要求做出反應(yīng)以及解決相關(guān)問(wèn)題。 ·????????Report directly to the deputymanager of the front office and communicate with the front desk operationrelated issues. ·????????直接向前廳部副經(jīng)理匯報(bào)并就前臺(tái)運(yùn)作相關(guān)的問(wèn)題進(jìn)行溝通。 ·????????Provides functional assistanceand direction to all departments. ·????????向所有部門(mén)提供功能性支持和指導(dǎo)。 ·????????Cooperates, coordinates andcommunicates with other hotel departments as required. ·????????確保前臺(tái)按需要與酒店其它部門(mén)進(jìn)行合作、協(xié)調(diào)和溝通。 ·????????Reacts to situations to ensureguests receive prompt attention and personal recognition throughout the hotel ·????????對(duì)各種狀況做出反應(yīng)，以確保來(lái)賓被及時(shí)的禮貌接待并得到充分的注意和重視。 ·????????Responds to guest needs andresolves related problems ·????????就客人的需求做出反應(yīng)并解決相關(guān)問(wèn)題。 ·? ? ? ? ?Experience working in Intercontinental Group hotels is preferred ·? ? ? ? ?具備洲際集團(tuán)旗下酒店工作經(jīng)驗(yàn)優(yōu)先考慮

監(jiān)督客戶(hù)關(guān)系部工作人員，以確保來(lái)賓始終得到禮貌接待及充分的注意和重視，由此實(shí)現(xiàn)最大的客人滿(mǎn)意度。 監(jiān)督客戶(hù)關(guān)系部人員的工作，以確保優(yōu)悅會(huì)會(huì)員始終得到全部?jī)?yōu)惠，常客和其它貴賓也得到特別關(guān)照。 每天查看會(huì)員抵達(dá)報(bào)告，了解會(huì)員客人的喜好及需求，并根據(jù)會(huì)員客人的喜好及需求在抵店前妥善安排好。 親自迎接重要客人，優(yōu)悅會(huì)會(huì)員/洲際大使客人及回頭客。 處理客人投訴，如有必要?jiǎng)t將其提交給有關(guān)部門(mén)，并對(duì)糾正措施進(jìn)行跟進(jìn)。 查看優(yōu)悅會(huì)會(huì)員/洲際大使及重要客人清單，查看房間分配，房間內(nèi)設(shè)施，及客人特殊要求。 全面負(fù)責(zé)對(duì)優(yōu)悅會(huì)會(huì)員/洲際大使，重要客人，及回頭客的服務(wù)，盡量讓客人滿(mǎn)意。 以上部門(mén)負(fù)責(zé)人交辦的其他工作內(nèi)容。

崗位職責(zé) 1.負(fù)責(zé)酒店前廳部的接待和管理工作，熟知前廳服務(wù)設(shè)施的功能。 2.進(jìn)行有關(guān)的市場(chǎng)計(jì)劃分析制定部門(mén)工作計(jì)劃，完成工作報(bào)告。 3.督導(dǎo)下屬部門(mén)主管，委派工作任務(wù)，明確崗位責(zé)任，隨時(shí)調(diào)整工作部署。 4.保持良好的客際關(guān)系，能獨(dú)立有效地處理賓客投訴。 5.協(xié)助酒店與更高一級(jí)領(lǐng)導(dǎo)處理突發(fā)事件。 崗位要求 1.大專(zhuān)以上學(xué)歷，有同崗位工作經(jīng)驗(yàn)5年以上。 2.熟悉酒店前廳的經(jīng)營(yíng)管理工作，具有較強(qiáng)的工作責(zé)任感和敬業(yè)精神。 3.有較強(qiáng)的協(xié)調(diào)管理能力，具有一定的銷(xiāo)售能力。 4.全面掌握前臺(tái)收銀方面的財(cái)務(wù)基礎(chǔ)知識(shí)，能處理日常服務(wù)環(huán)節(jié)中所涉及到的財(cái)務(wù)方面的問(wèn)題。

協(xié)助前廳經(jīng)理管理前廳部運(yùn)作，包括利潤(rùn)最大化，控制成本和服務(wù)質(zhì)量，確保顧客滿(mǎn)意度，同時(shí)有效的協(xié)調(diào)及領(lǐng)導(dǎo)前臺(tái)和賓客關(guān)系部每日的任務(wù)分配和運(yùn)作。

崗位職責(zé) 大堂經(jīng)理： 1、在前臺(tái)及大堂接待及迎送住離店的賓客，掌握當(dāng)日客情及餐飲活動(dòng)，確保客人滿(mǎn)意的離開(kāi)。 2、參與各項(xiàng)前臺(tái)的工作；掌握當(dāng)天到店及離店的重要賓客，回頭賓客；發(fā)現(xiàn)并上報(bào)工作中出現(xiàn)的問(wèn)題。 3、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。 4、做好每日對(duì)住店賓客的電話(huà)拜訪(fǎng)工作，搜集賓客意見(jiàn)并及時(shí)采取跟進(jìn)措施與向上級(jí)反映。 5、簽定住房?jī)?yōu)惠協(xié)議、旅行社房?jī)r(jià)協(xié)議及各種合作協(xié)議、廣告宣傳服務(wù)協(xié)議，對(duì)外通過(guò)接待、出訪(fǎng)、新聞媒介等，對(duì)內(nèi)做好各部門(mén)的推銷(xiāo)和宣傳活動(dòng)等，管理美工制作，以達(dá)到酒店經(jīng)營(yíng)的宣傳目標(biāo)。 前廳接待： 1、確保自己的服飾、發(fā)型整潔、淡妝等方面全部符合規(guī)定的要求， 2、查看交班記錄，了解上一班的移交事項(xiàng)，并負(fù)責(zé)處理。 3、熟悉預(yù)訂資料，了解客情，尤其要記住即將來(lái)店的貴賓、常客的姓名，了解酒店的所有活動(dòng)。 4、熟悉酒店有關(guān)客房銷(xiāo)售的各項(xiàng)政策，向來(lái)店賓客推銷(xiāo)客房，努力爭(zhēng)取最好的經(jīng)濟(jì)效益。 5、熟練總臺(tái)各項(xiàng)專(zhuān)業(yè)業(yè)務(wù)和技能，搞好對(duì)客服務(wù)。 6、熟練掌握店內(nèi)外信息，提供準(zhǔn)確的問(wèn)訊服務(wù) 7、負(fù)責(zé)為下榻酒店的賓客辦理入住登記手續(xù) 8、負(fù)責(zé)客房鑰匙的管理和發(fā)放工作并嚴(yán)格遵守驗(yàn)證制度。 9、制作有關(guān)報(bào)表，為其它部門(mén)提供準(zhǔn)確的接待信息。 崗位要求 1、大專(zhuān)及以上學(xué)歷，有同崗位工作經(jīng)驗(yàn)1年以上 2、具有良好的服務(wù)意識(shí)，團(tuán)隊(duì)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、英語(yǔ)口語(yǔ)流利。

1、大專(zhuān)以上學(xué)歷。 2、四、五星級(jí)飯店兩年以上同崗位工作經(jīng)驗(yàn)。 3、具備良好的團(tuán)隊(duì)管理能力、溝通協(xié)調(diào)能力。 4、普通話(huà)標(biāo)準(zhǔn)、英語(yǔ)會(huì)話(huà)流利。 5、形象好氣質(zhì)佳。 6、熱愛(ài)酒店工作。

協(xié)助房務(wù)總監(jiān)管理前廳部運(yùn)作，包括利潤(rùn)最大化，控制成本和服務(wù)質(zhì)量，確保顧客滿(mǎn)意度，同時(shí)有效的協(xié)調(diào)及領(lǐng)導(dǎo)前臺(tái)和賓客關(guān)系部每日的任務(wù)分配和運(yùn)作。 處理賓客的問(wèn)題和投訴。 負(fù)責(zé)重要賓客的迎領(lǐng)工作。 進(jìn)行整個(gè)酒店的安全和日常的設(shè)備檢查工作。 解決當(dāng)班期間發(fā)生的安全問(wèn)題。 向其它班次協(xié)調(diào)交班記錄上需要溝通的事項(xiàng)。 能有效的用英語(yǔ)溝通交流。 擅長(zhǎng)于處理賓客關(guān)系，能快速有效的應(yīng)對(duì)各種問(wèn)題。

The Loyalty Officer reports to the LoyaltyManager and is responsible for all day to day loyalty operations to recognizeand engage with our Elite, Cobalt and redemption stay members to deliver on thehighest quality of member stay experience. 忠誠(chéng)客戶(hù)主任向忠誠(chéng)經(jīng)理匯報(bào)，并負(fù)責(zé)所有的日常忠誠(chéng)客戶(hù)運(yùn)作，以識(shí)別和參與我們的精英，高博和積分兌換房晚的會(huì)員，以提供最高質(zhì)量的會(huì)員入住體驗(yàn)。 ? This role will support the Loyalty Manager inall aspects of Elite, Cobalt and redemption stay members experience fromarrival on meet and greet, during stays as one point of contact and recognitionthroughout the entire hotel, departures to bid farewell. 這個(gè)角色將支持忠誠(chéng)經(jīng)理在各方面提高精英，高博和積分兌換成員的體驗(yàn)，從到達(dá)見(jiàn)面和問(wèn)候，到入住期間作為第一聯(lián)系人提高客人對(duì)整個(gè)酒店的認(rèn)可，最后離店告別。 ? Responsible and aligned with the LoyaltyManager to ensure the quality of products and services provided to Elite,Cobalt & redemption stay members as measured by guestVoice on EliteAppreciation and Enrollments results. 負(fù)責(zé)并與忠誠(chéng)經(jīng)理保持一致，確保為精英酒店、高博和積分兌換房晚的會(huì)員提供的產(chǎn)品和服務(wù)的質(zhì)量。 ? This personnel will partner with RoomsController and Connector team to ensure effective communication and delivery ofElite benefits program, creates extra-ordinary and highly personalizedexperiences to Elite members. 該人員將與房管員和服務(wù)團(tuán)隊(duì)合作，確保有效溝通和提供精英福利計(jì)劃，為精英成員創(chuàng)造非凡和高度個(gè)性化的體驗(yàn)。 ? Specific Duties 具體職責(zé) ? Responsible for Elite, Cobalt & redemptionstay members 負(fù)責(zé)精英，高博和積分兌換會(huì)員 ? Pre-Arrival 入住前 ? Collaborate withRooms Controller to check on all arrangement are smooth for Elite, Cobalt andRedemption stay members requests on pre-arrival planning of pre-block rooms forarrivals, allocation of room upgrades, amenities based on Elite members’preferences and redemption stay requests. 與房控員合作，檢查精英、國(guó)博和積分兌換會(huì)員的入住安排是否順暢，并根據(jù)精英會(huì)員的喜好和積分兌換住客的要求，對(duì)入住前的預(yù)抵房進(jìn)行規(guī)劃，安排房間升級(jí)，提供便利設(shè)施。? Review with theLoyalty Manager on Elite members redemption stay reservation and specialoccasions stay information (e.g., birthday, anniversary, wedding stay, familystay etc.) to create “surprise and delight”. 與忠誠(chéng)經(jīng)理一起審核精英會(huì)員的積分兌換預(yù)訂和特殊需求的住宿信息 (如生日、周年紀(jì)念、婚禮住宿、家庭住宿等)，創(chuàng)造“滿(mǎn)意加驚喜”。? Arrival 抵店 ? Be responsible ofmonitoring and taking care of Elite members on arrival experience with BellServices and Front Desk. 負(fù)責(zé)監(jiān)督和照顧精英成員抵店時(shí)的行李和辦理入住體驗(yàn)。? Be responsible toensure warm welcome of Elite members upon arrival by General Manager / ExecutiveCommittee / Loyalty Manager. 負(fù)責(zé)確保總經(jīng)理/執(zhí)行委員會(huì)/忠誠(chéng)經(jīng)理歡迎精英成員的到來(lái)。? Be responsibleand collaborate with Front Desk on fast check-in or in-room check-in. 負(fù)責(zé)并配合前臺(tái)辦理快速入住或客房入住。? During stay 在住期間 ? Be present at theLobby, the Executive Lounge, Restaurant during peak times with Elite members toengaged and create emotional connection to anticipate the Elite members’ needs.在高峰時(shí)間與精英成員一起出現(xiàn)在大堂、行政酒廊、餐廳，參與并建立情感聯(lián)系，以預(yù)測(cè)精英成員的需求。? Be able to assistElite members request on dining, facilities and activities during stays.能夠協(xié)助精英會(huì)員在住宿期間的餐飲、設(shè)施和活動(dòng)要求。? Be responsible tocapture actionable preference of Elite members during stays and give whatmatters to surprise and delight. Record the specific actionable preference intoEmpower GXP. 負(fù)責(zé)捕捉精英成員在酒店入住期間的偏好，并給他們帶來(lái)驚喜。將具體的偏好記錄到GXP中。? Departures 離店 ? Prepare withFront Office on express check-out for Elite members if required. 如果需要，與前廳部一起為精英成員準(zhǔn)備快速退房。? Bid fond farewellof Elite members. 告別精英成員。?Problem experience analysis 問(wèn)題的經(jīng)驗(yàn)分析? Take ownership asfirst contact resolution for Elite members, engaged with Elite members togather their sentiment during stay. 為精英成員提供一站式服務(wù)，與精英成員接觸，在入住期間收集他們的情感。? Report back toMarriott Bonvoy Loyalty Manager immediately on all challenges related to Elitemembers. 立即向萬(wàn)豪旅享家忠誠(chéng)經(jīng)理匯報(bào)與精英會(huì)員相關(guān)的所有挑戰(zhàn)。 Support theLoyalty Manager to update Elite member preferences into Empower GXP and useGuest Planning Screen report to identify opportunities for future stays. 支持忠誠(chéng)經(jīng)理更新精英會(huì)員的喜好，使GXP成為可能，并使用客戶(hù)計(jì)劃屏幕報(bào)告，以確定未來(lái)的入住機(jī)會(huì)。?Tracking and reporting 跟蹤和報(bào)告? Support the LoyaltyManager to create daily meeting content on Elite members, My Marriott Bonvoyreport to identify trends on member sentiments. 支持忠誠(chéng)經(jīng)理創(chuàng)建精英會(huì)員的日常會(huì)議內(nèi)容，我的萬(wàn)豪旅享家報(bào)告識(shí)別會(huì)員情緒的趨勢(shì)。? Support theLoyalty Manager to drive guestVoice - Elite Appreciation. 支持忠誠(chéng)經(jīng)理推動(dòng)客人對(duì)酒店的贊賞。?GENERAL DUTIES 一般職責(zé)?Policies and Procedures 政策和程序? Maintainconfidentiality of proprietary materials and information. 對(duì)專(zhuān)有材料和信息保密。? Follow companyand department policies and procedures. 遵守公司和部門(mén)的政策和程序? Protect theprivacy and security of guests and coworkers.保護(hù)客人和同事的隱私和安全。? Ensure uniform,nametags, and personal appearance are clean, hygienic, professional and incompliance with company policies and procedures. 確保制服、名牌和個(gè)人形象干凈、衛(wèi)生、專(zhuān)業(yè)，符合公司的政策和程序。 Protect companytools, equipment, machines, or other assets in accordance with company policiesand procedures. 按照公司的政策和程序保護(hù)公司的工具、設(shè)備、機(jī)器或其他資產(chǎn)。? Perform otherreasonable job duties as requested by Supervisors.執(zhí)行主管要求的其他合理的工作職責(zé)。?Communicate effectively 有效溝通? Answer telephonesusing appropriate etiquette including answering the phone within 3 rings,answering with a smile in one's voice, using the callers' name, transferringcalls to appropriate person/department, requesting permission before placingthe caller on hold, taking and relaying messages, and allowing the caller toend the call. 回答電話(huà)使用適當(dāng)?shù)亩Y儀包括電話(huà)鈴響3聲之內(nèi)接電話(huà)回答笑著的聲音, 使用致電者的名字, 將電話(huà)轉(zhuǎn)移到適當(dāng)?shù)娜?部門(mén), 請(qǐng)求許可之前將調(diào)用者,和傳送信息,并允許調(diào)用者調(diào)用結(jié)束。? Speak to Elitemembers and co-workers using clear, appropriate and professional language. 使用清晰、恰當(dāng)和專(zhuān)業(yè)的語(yǔ)言與精英成員和同事交談。? Exchangeinformation with other employees using electronic devices. 使用電子設(shè)備與其他員工交流信息。? Talk and listento other employees to effectively exchange information. 與其他員工交談和傾聽(tīng)，有效地交流信息。? Provideassistances to co-workers, ensuring they understand their tasks. 為同事提供幫助，確保他們理解自己的任務(wù)。? Discuss worktopics, activities, or problems with coworkers, supervisors, or managersdiscreetly and quietly, avoiding public areas of the property. 謹(jǐn)慎、安靜地與同事、主管或經(jīng)理討論工作主題、活動(dòng)或問(wèn)題，避免在公共場(chǎng)所討論。? Prepare andreview written documents (e.g., daily logs, business letters, memoranda,reports), including proofreading and editing written information to ensureaccuracy and completeness. 準(zhǔn)備和審查書(shū)面文件(如日常日志、商業(yè)信函、備忘錄、報(bào)告)，包括校對(duì)和編輯書(shū)面信息，確保準(zhǔn)確性和完整性。?Assistant to the Loyalty Manager 協(xié)助忠誠(chéng)經(jīng)理? Coordinate tasksand work with your immediate supervisor to ensure that the department runsefficiently related to Elite, Cobalt and redemption stay members and MarriottBonvoy programs. 協(xié)調(diào)工作任務(wù)，并與直接主管合作，確保部門(mén)有效地運(yùn)行與精英，高博和積分兌換房晚的會(huì)員和萬(wàn)豪旅享家計(jì)劃。? Serve as adepartmental role model by working alongside employees to perform technical orfunctional job duties. 作為部門(mén)的榜樣，與員工一起履行技術(shù)或職能工作職責(zé)。?Working with Others 與他人合作? Support allco-workers and treat them with dignity and respect. 支持所有同事，尊重他們，尊重他們。? Develop andmaintain positive, productive working relationships with associates and other departments.與同事和其他部門(mén)建立并保持積極有效的工作關(guān)系。? Handle sensitiveissues with associates and/or guests with tact, respect, diplomacy andconfidentiality. 以機(jī)智、尊重、外交和保密的方式處理與同事和/或客人之間的敏感問(wèn)題。? Partner andassist others to promote an environment of teamwork and achieve common goals. 合作和幫助他人促進(jìn)團(tuán)隊(duì)合作的環(huán)境，實(shí)現(xiàn)共同的目標(biāo)。?Quality Assurance/Quality Improvement 質(zhì)量保證/質(zhì)量改進(jìn)? Comply with qualityassurance expectations and standards. 遵守質(zhì)量保證期望和標(biāo)準(zhǔn)。? Actively useguestVoice to support Loyalty execution on Elite member experiences or anticipatechallenges prior to Elite member arrivals. 在優(yōu)秀會(huì)員到來(lái)之前，積極使用客房語(yǔ)音支持對(duì)優(yōu)秀會(huì)員體驗(yàn)的忠誠(chéng)執(zhí)行或預(yù)測(cè)挑戰(zhàn)。?Check-in/Check-out 入住/退房? Communicate toappropriate managers / staff about Elite members waiting for an available room.與合適的經(jīng)理/員工溝通等待空房的精英成員的房間安排。? Review requestsfor late check-outs and provide guidance accordingly. 審核延遲退房的要求，并提供相應(yīng)的指導(dǎo)。? Verify and adjustbilling for Elite members. 核實(shí)和調(diào)整精英會(huì)員的賬單。? Activate roomkeys using electronic key machine and re-issue new room keys to Elite membersas necessary by verifying guest identity and using electronic key machine. 使用電子鑰匙機(jī)激活房間鑰匙，并在必要時(shí)通過(guò)驗(yàn)證客人身份和使用電子鑰匙機(jī)向精英會(huì)員重新發(fā)放新的房間鑰匙。?Guest Services 賓客服務(wù)? Contactappropriate individual or department (e.g., Bellman, Front Desk, Housekeeping,Engineering, and Security/Loss Prevention) as necessary to resolve Elitemembers call, request, or problem. 根據(jù)需要聯(lián)系適當(dāng)?shù)膫€(gè)人或部門(mén)(如行李員、前臺(tái)、客房部、工程部、保安/防損部)，以解決精英成員的電話(huà)、要求或問(wèn)題。

工作職責(zé)： 1.為行政樓層的顧客和VIP顧客提供熱情周到的接待，有效的登記入住。 2. 為客人提供熱情周到的服務(wù)，回答客人的問(wèn)題，提供信息。 3. 快速有效的退房手續(xù)，確保顧客滿(mǎn)意的離開(kāi)。保證百分之百的滿(mǎn)意。? 4.禮貌且高效地處理所有內(nèi)部及外部客人的投訴及要求，并跟進(jìn)確保問(wèn)題的圓滿(mǎn)解決。 5.與相關(guān)部聯(lián)系并協(xié)調(diào)工作，確保服務(wù)的快捷與效率。 6.及時(shí)閱讀并處理客人與行政樓層之間的信函；發(fā)現(xiàn)問(wèn)題及時(shí)向經(jīng)理報(bào)告，及時(shí)得到妥善處理。 職位要求： 1.大專(zhuān)學(xué)歷，(大學(xué)畢業(yè))，主修酒店管理專(zhuān)業(yè)。 2. 2年以上同等崗位品牌酒店工作經(jīng)驗(yàn)。 3.具備熱情主動(dòng)的工作態(tài)度和團(tuán)結(jié)協(xié)作精神，掌握良好的社交禮儀和溝通技巧； 4. 熟悉電腦操作，有一定的英語(yǔ)水平。

崗位職責(zé)： 1.確保自己的服飾、發(fā)型整潔、淡妝等方面全部符合規(guī)定的要求。 2.查看交班記錄，了解上一班的移交事項(xiàng)，并負(fù)責(zé)處理。 3.熟悉預(yù)訂資料，了解客情，尤其要記住即將來(lái)店的貴賓、常客的姓名，了解酒店的所有活動(dòng)。 4.熟悉酒店有關(guān)客房銷(xiāo)售的各項(xiàng)政策，向來(lái)店賓客介紹房間，努力爭(zhēng)取最好的經(jīng)濟(jì)效益。 5.熟練前臺(tái)及為您服務(wù)中心各項(xiàng)專(zhuān)業(yè)業(yè)務(wù)和技能. 6.熟練掌握店內(nèi)外信息，提供準(zhǔn)確的問(wèn)訊服務(wù)。 7.負(fù)責(zé)為下榻酒店的賓客辦理入住登記手續(xù)。 崗位要求： 1.大專(zhuān)以上文化程度，良好的英語(yǔ)表達(dá)能力。 2.性格開(kāi)朗、頭腦靈活、工作踏實(shí)，具有較強(qiáng)的服務(wù)意識(shí)、責(zé)任感。 3.令人愉快的溝通技巧。 4.有相關(guān)工作者經(jīng)驗(yàn)優(yōu)先考慮。

熟練的英語(yǔ)口語(yǔ)及書(shū)面表達(dá)能力。 良好的部門(mén)協(xié)調(diào)及溝通能力。 幫助行政樓層賓客做好入住及退房工作。 檢查并確保為重要賓客所預(yù)分的房間已經(jīng)就緒。 引領(lǐng)客人到房間并向賓客介紹酒店的設(shè)施。 推銷(xiāo)酒店的餐廳并為他們提供預(yù)訂服務(wù)。 迎接并陪同抵達(dá)的重要賓客，在賓客離店時(shí)應(yīng)向客人道別。 同前臺(tái)員工密切合作以確保賓客入住順暢。 及時(shí)向行政樓層經(jīng)理報(bào)告賓客的投訴。 遵守國(guó)家法律和飯店規(guī)章制度。

【崗位職責(zé)】 1.為賓客提供專(zhuān)業(yè),友好,高效,熱情的電話(huà)叫早服務(wù)。 2.負(fù)責(zé)及時(shí)準(zhǔn)確地將賓客的留言輸入系統(tǒng)中。 3.接聽(tīng)客戶(hù)對(duì)酒店等產(chǎn)品信息的咨詢(xún)電話(huà)，予以解答并作好相關(guān)記錄。 4.確保所有電話(huà)的轉(zhuǎn)接是按專(zhuān)業(yè)標(biāo)準(zhǔn),并且有禮貌,熱情友好的態(tài)度。 5.接受線(xiàn)上、線(xiàn)下客戶(hù)對(duì)酒店的預(yù)訂需求，并予以妥善解決。 6.熟悉處理房間預(yù)訂的程序，給賓客提供給最新和最準(zhǔn)確的房況信息。 7.落實(shí)“預(yù)訂未到賓客”的名單和每日?qǐng)F(tuán)隊(duì)取消情況。 【任職資格】 1.大專(zhuān)畢業(yè)或同等學(xué)歷。 2.說(shuō)話(huà)口齒清楚，音質(zhì)優(yōu)美，反應(yīng)敏捷；掌握電話(huà)交換機(jī)操作技能，懂得電腦終端、自動(dòng)直播電話(huà)計(jì)費(fèi)，打印以及叫醒服務(wù)機(jī)的操作方法。 3.能用英語(yǔ)進(jìn)行流利的會(huì)話(huà)。 4.能適應(yīng)倒班工作。 5.有總機(jī)或者預(yù)訂部工作經(jīng)驗(yàn)者優(yōu)先。

崗位職責(zé): 1.負(fù)責(zé)為下榻酒店的賓客辦理入住及退房登記手續(xù)。 2.查看交班記錄，了解上一班的移交事項(xiàng)，并負(fù)責(zé)處理。 3.熟悉預(yù)訂資料，了解客情，記住即將來(lái)店的貴賓、常客的姓名，了解酒店的所有活動(dòng)。 4.熟悉酒店有關(guān)客房銷(xiāo)售的各項(xiàng)政策，向來(lái)店賓客推銷(xiāo)客房，努力爭(zhēng)取最好的經(jīng)濟(jì)效益。 崗位要求: 1.大專(zhuān)以上學(xué)歷。儀表端莊，熱愛(ài)酒店工作。 2.能用流利的英語(yǔ)從事前廳服務(wù)，具備較強(qiáng)的英文聽(tīng)說(shuō)讀寫(xiě)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.身體健康。

【崗位職責(zé)】 · 持積極的工作態(tài)度，做好本職工作，并且主動(dòng)解決問(wèn)題，能夠始終清晰的與客人或同事進(jìn)行交流。 · 確保所有帳單消費(fèi)的精準(zhǔn)性，為客人提供高效快捷的結(jié)帳服務(wù)。 · 如有必要，幫助客人訂房，詳細(xì)記錄房型、喜好的位置、價(jià)格、電話(huà)以及特殊要求，幫助客人拿取行李，確保其及時(shí)辦理離店，安排運(yùn)送，同時(shí)歡迎他們?cè)俅喂馀R。 · 引入新的榮譽(yù)客會(huì)會(huì)員，確保會(huì)員應(yīng)得利益，為會(huì)員提供優(yōu)質(zhì)專(zhuān)業(yè)的服務(wù)。 · 依照預(yù)訂為客人辦理入住，核對(duì)預(yù)訂信息，確保入住登記表的完整性及付款方式安全有效。 · 將準(zhǔn)確完整的信息錄入酒店管理系統(tǒng)，以便大家分享。 · 維護(hù)顧客檔案和信息，確保預(yù)訂的有效性和準(zhǔn)確性。 · 確保賓客檔案信息及時(shí)錄入公安申報(bào)系統(tǒng)。 · 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。 · 確保所有帳單消費(fèi)的精準(zhǔn)性，為客人提供高效快捷的結(jié)帳服務(wù)。 · 交流的時(shí)候熱情的語(yǔ)調(diào)和所有賓客問(wèn)候，讓他們覺(jué)得受到酒店的歡迎。 · 準(zhǔn)確及時(shí)的為客人傳遞信息，確保顧客隱私。 · 有條理的安放和儲(chǔ)存客人的行李并確保安全。 · 管理便利店，根據(jù)價(jià)格要求向客人提供相應(yīng)的物品。并且提供多樣的便利物品讓客人選擇。 · 按照相應(yīng)制度及時(shí)進(jìn)行貨品補(bǔ)貨、更新和盤(pán)點(diǎn)，保持貨架商品完備。 · 熟悉火災(zāi)等突發(fā)情況的預(yù)警措施并嚴(yán)格按照酒店的相關(guān)規(guī)章制度予以執(zhí)行。

崗位職責(zé) 1、協(xié)助酒店高級(jí)管理層負(fù)責(zé)及整個(gè)飯店的運(yùn)作收集對(duì)客服務(wù)過(guò)程中所產(chǎn)生的問(wèn)題信息。 2、大堂副理在前廳部經(jīng)理的直接領(lǐng)導(dǎo)下，在當(dāng)班期間負(fù)責(zé)整個(gè)酒店的正常運(yùn)作。 3、要負(fù)責(zé)處理賓客的問(wèn)題和投訴。 4、要負(fù)責(zé)重要賓客的迎領(lǐng)工作。 5、進(jìn)行整個(gè)酒店的安全和日常的設(shè)備檢查工作。 6、解決當(dāng)班期間發(fā)生的安全問(wèn)題。 7、向其它班次協(xié)調(diào)交班記錄上需要溝通的事項(xiàng)。 崗位要求 1、XX以上學(xué)歷，有同崗位工作經(jīng)驗(yàn)X年以上。 2、能用流利的英語(yǔ)從事前廳服務(wù)形象氣質(zhì)佳，精通電腦操作，具備較強(qiáng)的英文聽(tīng)說(shuō)讀寫(xiě)能力。 3、儀表端莊，熱愛(ài)酒店工作，鉆研業(yè)務(wù)，反應(yīng)敏捷，善于交際具有較好的管理和協(xié)調(diào)能力，能夠很好的發(fā)揮其管理、領(lǐng)導(dǎo)和監(jiān)督的作用。 4、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)。 5、有上進(jìn)心和良好的學(xué)習(xí)能力和抗壓能力。

1、大專(zhuān)以上學(xué)歷，五星級(jí)酒店同等崗位工作經(jīng)驗(yàn)3年以上。 2、英語(yǔ)口語(yǔ)流利，溝通能力強(qiáng)。 3、有較強(qiáng)的協(xié)調(diào)、管理能力。 4、思維敏捷，頭腦靈活，洞察能力強(qiáng)。 5、熟悉前廳經(jīng)營(yíng)管理工作，具有較強(qiáng)工作責(zé)任感和敬業(yè)感。 6、男生身高要求175cm以上，女生身高要求165cm，包食宿，購(gòu)買(mǎi)五險(xiǎn)一金。

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture. About Four Seasons Hotel Hangzhou At West Lake? ? Pagoda-style pavilions rise amidst exquisite gardens and ponds. With personalized hospitality, Four Seasons provides an unrivalled experience of China’s timeless beauty. Four Seasons Hotels and Resorts is a world-leading luxury hotel management group. As a key member of the group, Four Seasons Hotel Hangzhou at West Lake has been awarded the great honor of a five- star hotel in Forbes Travel Guide 2016 to 2022. As the ancient saying goes, “In the universe, there is heaven; on earth, there is Hangzhou.” Set along the banks of the fabled West Lake, our hotel is a tranquil enclave woven with ponds, courtyards surrounding picturesque Chinese gardens, willow trees and mist-covered lagoons. Wake to views of mountain peaks, ancient temples rising from the greenery or the very waters that have enchanted poets, explorers and emperors for centuries. Start with a cup of Longjing tea in our Lobby Lounge before picking up your bicycles and heading out to explore the city, then come back for a soothing treatment in our chinoiserie-filled Spa, followed by dinner in one of Jin Sha’s private-dining rooms.? About the role: Supervises a given shift at the Guest Services. Directs staff that performs the following duties and will also perform these duties on own: Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. Responds to all guest requests in an accurate and timely manner making recommendations based on local knowledge and hotel practices.?This role is part of the Front Office and Guest Services department, reporting into the Front Desk Manager.? What you bring: -Ensure all chauffeur services and boat experiences are well-arranged, driver and boatman is well- groomed. -Support managers to make sure all team members know what activities are available in the city (theatres, sports, concerts, shows, special exhibits, and sightseeing) and establishes close contacts with vendors in these areas in order to provide information, ticketing, and reservations for guests. Assures that desk collateral and information for restaurants, museums, attractions, maps, and other local attractions are updated and current. -Processes packages, faxes, messages, and mail which may be either outgoing or incoming in an accurate and timely manner. -Works harmoniously and professionally with co-workers and supervisors. -Works closely with Front Desk, Reservations, and Security (ground and underground parking space) to assure smooth handling of guest arrivals and departures. -Utilizes a variety of software programs (Key, Opera, and Golden) to accurately input special arrangements the guest has made and to assure proper billing. -Ensures employees have a complete understanding of Rules and Regulations, and that behavior complies. What we offer:? Competitive Salary, wages and benefits?? Excellent Training and Development opportunities? Complimentary Accommodation at other Four Seasons Hotels and Resort? Complimentary Dry Cleaning for Employee Uniforms? Complimentary Employee Meals? Employee service awards? Employee activities? Schedule & Hours:? This is a full-time position? The working hours will primarily be early mornings and days, during weekdays and weekends.

The Four Seasons Hotel Hangzhou at West Lake is looking for  Front Office GRO who share a passion for excellence and who infuse enthusiasm into everything they do. The Front Office Supervisor supervises a given shift at the Front Desk. Directs staff that performs the following duties and will also perform these duties on own:  welcomes and registers hotel guests, explaining the accommodations and establishing credit or method of payment. Checks guest out of the hotel, preparing and explaining the bill.  Responds to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with all Four Seasons’ policies.    Join our team We demonstrate our beliefs most meaningfully in the way we treat each other and by the example we set for one another. In all our interactions with our colleagues, we seek to deal with others as we would have them deal with us." Four Seasons Hotel Hangzhou at West Lake provides employees with the same level of care that we expect to be shared with our guests. We have been ranked in FORTUNE Magazine’s 100 Best Companies to work for since 1998. ESSENTIAL FUNCTIONS ·       Checks in guest in an efficient and friendly manner, using guest name whenever possible. ·       Assures that guest is assigned type of room requested and the correct rate is charged. ·       Arranges for luggage to be delivered to guest room.  Issues correct keys to the guest.  ·       Checks out guest at end of stay.   ·       Ascertains guest satisfaction, collects keys, posts late charges and presents bill to guest. ·       Settles bill accurately through credit card or cash transaction.  ·       Maintains a balanced bank assigned by the hotel.  Makes change, cashes checks, and exchanges foreign currency. Reconciles all transactions at the close of each shift.  ·       Assure that desk collateral and information for restaurants, museums, attractions, maps, and other local attractions are updated and current.  ·       Knows what activities are available in the city (theatre, sports, concerts, shows, special exhibits, sightseeing) and establishes close contacts with vendors in these areas in order to provide information, ticketing, and reservations for guests.  ·       Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints; assist customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc.  ·       Responds to all guest requests in an accurate and timely manner making recommendations based on local knowledge and hotel practices.  ·       Utilizes a variety of computer systems to check guests in and out, run daily reports and select, block rooms for arriving guests, accurately input special arrangements the guest has made and to assure proper billing.  ·       Stores and retrieves guest luggage and packages.  ·       Processes packages, faxes, messages, and mail which may be either outgoing or incoming in an accurate and timely manner.   ·       Works harmoniously and professionally with co-workers and supervisors.  ·       Accepts reservations, changes and cancellations in the absence of Reservations Department Staff.   ·       Can answer guest calls and direct them appropriately in the absence of a Communications Operator.    NON-ESSENTIAL FUNCTIONS  ·       Assists with responsibilities and duties in the absence of or due to heavy volume in the areas of the Bell Staff, Boutique, and lobby coverage. ·       Provides basic trouble-shooting support for in-room services such as Internet, TV movies, games, and Web service.    OTHER ·       To perform other tasks or responsibilities assigned by managers. Preferred Qualifications and Skills o   Diploma or above education background. o   Internship experience within the Front Office at similar luxury hotel is a plus. o   Excellent reading, writing & oral proficiency in both English and Mandarin language. o   Mandarin speaking is a must and work authorization in China is required. Join us and Enjoy… o   An opportunity to build a life-long career with global potential and a real sense of pride in work well done o   Best-in-industry training o   Complimentary stays at Four Seasons properties (based on availability) with discounted meals o   Incentive bonus/competitive salaries o   Employee service awards o   Annual employee party/social and sporting events

崗位職責(zé) 1.向賓客提供周到、友好的服務(wù)。 2.熟悉員工手冊(cè)，并嚴(yán)格遵守上述條例。 3.保持與自己同事和前廳其他同事的良好關(guān)系。 4.根據(jù)出車(chē)單安排，保證安全高效地為賓客提供車(chē)輛運(yùn)輸服務(wù)。 5.注意保持良好的個(gè)人形象和個(gè)人衛(wèi)生。 6.保持車(chē)輛的干凈整潔，車(chē)況的可靠。 崗位要求 1.高中以上文化程度。 2.需有品牌酒店同崗位工作經(jīng)驗(yàn)，2年以上安全駕駛記錄。 3.普通話(huà)標(biāo)準(zhǔn)，溝通能力強(qiáng)。