The Four Seasons Hotel Hangzhou at West Lake is looking for CORE (Communications and Reservations) Manager, who shares a passion for excellence and who infuses enthusiasm into everything they do.
We hire motivated people who we train to perform superbly, while we create an environment where they can flourish. Ultimately, our culture breeds success, and rewards it in many different ways. We encourage and expect all of our employees to behave consistently in a manner which demonstrates:
Commitment to supportive teamwork and open communication
Responsibility for ongoing enhancement of their skills and performance
Recognition of personal accountability for their own actions and the outcomes of those actions
An understanding of the effect of their behavior on our guests, their fellow employees and the reputation of the Company
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主要职责：
PEOPLE MANAGEMENT 人员管理
Organization/Manning组织架构/人员配备
· Supervises the Communications operation and work flow to maximize guests’ satisfaction.
监督总机操作和工作流程，最大限度满足客人需求。
Training/Development培训和发展
· Identifies staff training requirements and service improvements areas.
识别员工的培训需求和服务中需要提高的区域。
· Supervises and guides all staffs to ensure that hotel policies and procedures are adhered
管理和引导员工并且确保酒店政策和程序的执行。
· Conducts daily and monthly meetings to highlight areas of improvement in the Communications office and obtain feedback.
获得客人的意见，举行每日和每月会议并指出总机需要提高的区域。
Working Environment工作环境
· Creates a positive and highly motivated working environment that promotes and develops teamwork.
创造积极和谐的工作环境以促进和发展团队精神。
· Utilizes and develops communication tools and channels for the dissemination of information and workflow amongst all sections and divisions.
利用和发展沟通交流的工具和途径，为各部门之间进行很好的工作信息和流程的 传递。
Performance Appraisal 成绩评估
· Sets performance targets for all staffs at the start of the performance period based in department goals as set by the department head.
根据部门经理设定的目标于一个评估期开始前制定业绩标准。
· Monitors staff’s performance all throughout, documents both positive and negative performance indicators in preparation for the formal performance review.
始终监控员工的工作表现，记录所有正面和负面的表现，为日后正式评估做准备。
· Conducts appraisal sessions for supervised staffs and formally documents performance for the period using official forms, following authorized procedures and observing set timelines as disseminated by the division head and the Human Resources Division.
按照人力资源部和部门总监授权的程序和时段进行对员工的评估并做出正式的记 录。
Staff Administration and Discipline员工的管理和纪律
· Ensures that all staffs provide courteous and professional service at all times.
确保所有员工始终保持礼貌和专业的服务。
· Ensures that the staffs adhere to the rules and regulations of the hotel.
确保员工始终遵守酒店规章条例。
· Facilitating regular reorientation for the staffs on rules and regulations.
实施常规的针对规章制度的再培训。
· Immediately communicating / updating staffs on new rules / standards.
及时向员工传达新的规章制度和服务标准。
· Continuously monitoring implementation of rules/standards
持续监察员工对规章条例和服务标准执行的情况.
· Effecting coaching/counseling and, if necessary, disciplinary procedures when rules/standards are violated.
有效地指导和引领员工，有违反的情况发生后如有需要,可进行处分。
Customer Loyalty宾客忠实感
· Drives customer delight and retention by being a role model in delighting guest in every single interaction.
推动喜出望外的宾客忠实感必须在每一次的对客服务接触中成为令宾客喜出望外的模范。
Operational Processes操作程序
· Constantly reviews the current procedures and practices to ensure they are simple for staff and guests.
经常地回顾当前程序和操作以确保对员工和客人都是简单易行的。
Internal Controls内部控制
· Ensures that the fax machines are checked frequently and to ensure timely delivery of faxes to guests’ rooms.
确保经常检查传真设备，并保证客人传真及时送在房间。
· Is totally familiar with the telephone back-up procedures in the event that any equipment malfunctions in the Telephone Department.
完全熟悉电话设备在故障情况下的备份程序。
· Ensures that Telephone Book function in PMS is maintained with the latest telephone information and charge structure.
确保随时更新管理系统中的电话本功能及收费标准
· Ensures that monthly and / or quarterly testing of calls postings are done and in line with charging structure.
确保每月或每季度检查系统中电话收费是否符合标准。
Guest Services 对客服务
· Ensures all interactions with guests are handled professionally and with care adhering to hotel policies and procedures.
专业性的处理与客人的关系， 并且符合酒店的政策和程序。
· Maintains a record book for recording all matters during the shift.
所有事件记录在班次记录本上。
· Ensures all guests requests are handled quickly and efficiently.
确保所有客人的需求得到快速而有效的处理。
· Ensures guests’ requests are handled efficiently at the Communications Office and the maintaining of proper guests’ requests logs
确保有效的处理客人需求，并做准确的记录。
· Ensures that staff are doing their follow up with guest to check for satisfaction in a situation where there is a service / facility defect.
确保服务或设备出现故障时，员工能够及时打跟进电话电话确认客人的满意度。
Administration 行政管理
Departmental Preparation部门准备
· Prepares Duty roster.
准备排班表。
· Conduct orientation and induction of new employee.
安排新员工的入职培训及介绍。
· Monitors employee leave and off days.
安排员工的休假和休息时间。
Meeting Attendance 会议出席
· Conducts daily briefing.
主持每日的例会。
· Attendance in departmental morning briefing, and other meeting where necessary.
参加每日晨会以及其他重要会议。
· Reviews important statistics and share information with other team members.
回顾重要的数据并与部门同事分享。
· Perform any other duties as assigned by the Management team of the hotel.
执行由酒店的管理层指派的其他任务。
Budget and Forecast 预算和预测
· Manages the budget and forecast of Communications
负责服务中心的预算和预测。
· Reviews and manages monthly expense and cost.
每月回顾和管理费用和成本。
Cost Control 成本控制
· Ensures all employees are practicing recycle wastage at all time.
确保所有员工始终使废品能够循环再利用。
Communication 沟通交流
· Maintains a detail record of all incidents (guest or employee) all finding and other relevant items to the events in the Logbook. Where discretion is required, reports directly to Director of Rooms.
确保详细记录发生所有意外（客人或员工）和其他相关的事件在交接本上。有必要时，直接向房务总监报告。
· Maintains record of guest feedback and takes remedial action to resolve problems.
记录客人反馈的意见并加以解决。
· Coordinates and cooperates with all other operating department and must have strong relationship and interaction with all hotel guest, visitors and members of the local community.
与其他运作部门进行协调合作，并和所有酒店客人，拜访人员和当地政府组织建立良好的关系。
· Attends meetings as required by the Director of Rooms.
按规定参加由房务总监组织的会议。
General Duties 总体职责
Care of Equipment 管理设备
· Overseas maintenance and handling of equipment used and reporting malfunction or maintenance deficiencies to appropriate area.
监控设备的适用和维修并向相关部门汇报故障和所需维修的地方。
Attendance 出勤
· Adheres to the procedures set for attendance and time keeping.
坚持考勤程序的执行。
Monitors cleanliness and grooming standards监督卫生清洁和仪容仪表
· Constantly monitors cleanliness standards throughout hotel and ensures employees complying with grooming standards.
定时监督实施酒店的卫生标准的并确保员工遵守仪容标准。监督卫生清洁和仪容仪表
Company Policies and Procedure 公司政策及程序
· Adheres to the provision outlined in the Employee’s Handbook, Disciplinary Code and Rules and Regulations.
坚持贯彻员工手册，奖惩措施，规则章程中的规定。
Safety and Security 安全和保密
· Possesses full knowledge of emergency procedures.
实践和熟练掌握紧急事件处理程序。
· Ensures that all staffs are aware of emergency procedures at all times.
确保员工始终掌握处理紧急事件的程序。
· Attends scheduled employee training and periodic reviews on departmental responsibilities in case of emergencies.
培训参加安排的员工并阶段性的回顾紧急事件发生时部门的责任。
· Responds to Emergency calls, as may be required.
按要求应答紧急电话。
财务Financial
· Ensures that all hotel, company and local rules, policies and regulations relating to financial record keeping, money handling and licensing are adhered to, including the timely and accurate reporting of financial information.
确保留存所有与酒店、公司、地方法规相关的财务记录；遵循财务记账，资金处理的规 定；及时准确的汇报财务信息。
NON-ESSENTIAL FUNCTIONS其它职责：
· All information should be in confidential.
所有信息须保密。
· Performs other duties as may be required by management from time to time.
履行上级要求的其他职责
· Set up good relationship with all the department of the hotel, and keep smooth working
与酒店各部门建立良好合作关系和团队精神，使工作顺利进行。
OTHER其他
· To perform other tasks or responsibilities assigned by superiors.
完成上级分配的其他任务和职责。
KNOWLEDGE AND SKILLS任职要求：
Education 教育水平：
· College school and above
大学及以上学历
Experience 工作经验：
· At least at same position working experience worked 3 years and above.
在同级别职位工作三年及以上
Skills and Abilities 技能及能力：
· Ability to read, write and speak English. Good Communications skills and Computer skills
英语听说读写能力及良好的交流沟通能力和电脑操作水平
· Being calm and patient and be of service passion. Team player. Being fair and responsible. Be passion and love working.
冷静耐心，具备服务热情。有强烈的事业心与责任心，具备团队精神，秉公办事。
Join us and enjoy…
An opportunity to build a life-long career with global potential and a real sense of pride in work well done
Best-in-industry training
Complimentary stays at Four Seasons properties (based on availability) with discounted meals
Incentive bonus/ competitive salaries
Employee service awards
Annual employee party/ social and sporting events
Learn more about what it is like to work at Four Seasons – Visit us:
http://jobs.fourseasons.com/
https://www.linkedin.com/company/four-seasons-hotels-and-resorts
http://job.veryeast.cn/784080
Wechat: 杭州四季HR
