工作职责： 职位概述 负责湖滨城宾客服务部整体日常运营；提供能对标成都奢饰品牌酒店或 者同等案场服务的礼宾服务，能制定营运目标和对客准则，为业主和潜在业主，商业客人提供优质服务及高品质生活方式。确保湖滨城商业范围内的品质呈现，包括硬件和软件设施。 1. 负责宾客服务部目标计划的制定、实施、监督、达成,以及团队发展战略 1）制定宾客服务部年度收益，利润，客评计划 2）监督计划与目标实施，分析及优化调整工作成果 3）对团队目标及计划达成情况进行季度结果评估、奖惩与绩效考核 2. 负责发展团队关键岗位继任者，及团队人才发展 1）识别关键岗位，正确找寻继任者 2）制定继任者培训计划，监督继任者计划实施，并鼓励成长 3）负责所有人员的绩效督导和发展 3. 整体宾客服务/宾客关系各部品质及服务质量把控 1）标准操作流程的复盘和审核，确保接待流程有仪式感和符合营销需求 2）定期分析和复盘客评，严格开展绩效评估，复盘团队标准或状态并立即整改 3）监控项目的突发事件机制并保持更新 任职资格： 1. 大学本科学历或同等学历以上，工商管理、物业管理、酒店管理相关专业； 2. 8年以上奢华酒店或高端商业工作经验，5年以上统筹管理经验； 3. 标准普通话、流利的英文口语表达，熟知奢侈品酒店的运营模式、服务标准和对客流程； 4. 具备良好的沟通协调能力，优质服务意识。

应高端客户市场需求，公司长期招聘培养私人管家团队（教育管家，管理管家，商务管家，内务管家）负责输送上岗。 1、要求： （1）从事酒店、物业、餐饮、教师、家政服务行业满3年及以上； （2）管家年龄在28-48岁； （3）大专及以上学历； （4）形象气质佳，良好的礼仪修养，良好的职业素养，有良好的沟通、学习能力； （5）热爱服务行业，有服务意识。 （6）有意向从事管家职业的人员；从事过企业管理或管理层助理，有医护、教育、酒店、高端会所、高端服务工作经验人员优先。 2、具体工作内容： (1)负责家庭服务人员(育婴师、厨师、保姆、保洁、园艺师、保安)的管理，服务团队的组建、培训，服务标准的制定，服务人员工作的分配、检查和验收; (2)宴会宴请的筹备、安排，餐单的制定，宾客的迎来送往; (3)日常财务费用的管理，包括生活用品采购、日常费用支付等; (4)设施设备维护，酒窖管理，雪茄养护，泳池养护; (5)奢侈品购买、盘点、整理存放和养护; (6)茶叶冲泡、存储; (7)雇主出行安排，酒店、机票预订。 薪资: 实习期月薪15000-20000元; 转正年薪:30万-80万元。 （4）3-6个月后，根据考核情况可以升级为统筹型管家。 3、就业安置： 入职镁瑛慧中国式管家（北京、上海、深圳、广州、浙江）等其他城市，根据客户及管家个人情况做相应匹配。 4、职业规划：品学兼优者优先安排上岗，根据个人的技能水平及客户满意度考评晋级，发展空间大，晋升通道明确。 招聘单位：北京镁瑛慧家庭服务有限公司 北京通州分公司：北京东长安街沿线国贸往东通州万达广场北京one A区 901 公司快速发展中，大量优质高净值客户等待匹配高端家庭服务人员，有意加入者请联系：李老师13261346261（微信同号）/谷老师13501253668（微信同步）

ROLE SUMMARY:   This is a senior role, which supervises the daily operation of a customer facing information and retail services business, which benefits from 10% of the total footfall to Shanghai/Suzhou Village. The position holder will develop close relationships with Shanghai/Suzhou Village teams, with the purpose of growing sales, and maximizing the profitability of the Shanghai/Suzhou Village through the Retail offer and supporting services.   Key interaction will be required with the Retail, Marketing/Tourism Teams, as well as the Community Relations Director to gather background knowledge, support & develop new initiatives, whilst also actively influencing positive business decisions.   The successful role holder should model outstanding leadership, excellence in customer service, F&B services, exemplary Retail Store Standards, as well as high levels of team engagement & performance.   KEY RESPONSIBILITIES:                                                                             1.     Work closely with the GE manager on all day to day activities; 2.     Oversee the day to day running of the GWC, supervising staff and ensure a VIP hospitality service is maintained at all times. 3.     Manage the staff role in partnership with the GE Manager; 4.     To grow sales & profitability of Gift Card, Shopping Collection service Valet and B2B services; 5.     Analyze our customer competitor requirements and positioning, create services to be competitive; 6.     Interpret trends to facilitate planning a promotional calendar for all seasonal services; 7.     Oversee staffing on a daily basis in partnership with the GE Manager; 8.     Consistent monitoring of competitors so that SHV/SZV become leader in the service offering; 9.     Effectively network in all departments across the business; 10.  Work alongside the team on the floor to understand back to floor basics and improve processes; 11.  Drive the retail product offer and KPI’s of all services;     Tourism   1.    To provide effective and inspirational leadership for the Village Assistant Team, setting clear direction and providing feedback and support to enable great levels engagement, commitment & performance; 2.    Support and meet Value Retail’s Tourism and Marketing objectives as defined and agreed in the annual promotional calendar; 3.    Promote the Town center as a visitor destination and to enhance the local network by build relationships for the SHV/SZV with local businesses and stakeholders; 4.    Promote local events, attractions and businesses; 5.    Promote a Sustainable Tourism Program, including the widest possible use of public transport and other “green initiatives”; 6.    Work with other Value Retail visitor center in Europe to exchange best practice initiatives and tourism opportunities; 7.    Maintain a full and varied stock of Tourism and Marketing materials provided to visitors free of charge (leaflets and brochures)   Hospitality 1.    Ensure that the BVSH/BVSZ Team offers standards of excellence in the welcome and customer care of all domestic and international visitors whilst complying with Value Retail and statutory training and support programs; 2.    Create clear development plans for the team that deliver world class service and Hospitality; 3.    Contribute in shaping and establishing critical Hospitality/Service/F&B service measures, ensuring that the team understands these standards and the part they play in delivering on these; Identify opportunities for the introduction of new services and communicate this through the appropriate channels.   Retail & Hospitality Services 1.    Work closely with the Retail and Marketing team to effectively plan for all key trading events and peak periods, including all key tourism and retail calendar events, such as National Holiday & Christmas, Chinese New Year etc.; 2.    Ensure that the store is fully compliant with all legal Trading Standards obligations and Health & Safety legislation; 3.    Monitor retail sales and profit targets, delivering action plans to maximize performance; 4.    Manage and monitor KPI performance of Gift card, SCS (Shopping Collection Service) and online promotions through close review, timely reporting and follow up; 5.    Support the operation of Valet parking and Valet carwash; 6.    Weekly communication to the team of sales and KPI’s, to ensure that all staff understands their role in delivering them; 7.    Maximize the margin performance through driving and making commercial decisions based on product knowledge, bestsellers performance and optimizing the Hospitality experience for all visitors to the SHV/SZV; supervise and drive the implementation of tourist services, such as hotel reservations; 8.    Ensure security standards are met and adhered to at all time; 9.    Ensure the department is fit to audit and provide an auditable trail facility.   Industry Insights 1.    Review competitor activity and provides regular feedback to the business; 2.    Build develop and maintain relationships with B2B partners and internal cross function departments (eg: Marketing, Operations, Community Relations and Tourism).   People Management 1.    Consistently manage and review the performance & development of the team with the SZGWC Manager; 2.    Actively promote, recognize and reward great performance   SKILLS, EXPERIENCE & QUALIFICATIONS REQUIRED: 1.    Proven track record of operating as a successful Tourism / Hospitality Manager 2.    Strong hospitality/customer care skills 3.    Career defined by a Tourism & Hospitality background 4.    Strong F&B experience is a plus 5.    Strong commercial acumen and the ability to deliver at a strategic level, with sound analytical insights 6.    Transformational leader, fully conversant in the change process and an inspiring presence 7.    Experience of sales in a Tourism/Retail setting, with the ability to motivate and drive the sales team 8.    Tourism background particularly on the strategy and execution of the SZV operation 9.    Demonstrable track record of effective people management 10. Ability to plan, prioritize effectively 11. Able to work individually or as part of a team 12. Operates both operationally and strategically, as required 13. Excellent verbal, written, interpersonal & communication skills, delivering with impact & influence 14. Exemplary critical thinking skills and solution orientated 15. Demonstrates drive, resilience and flexibility when working in a dynamic a fast paced environment 16. Flexibility in terms of working hours & pattern (including weekends and Bank Holidays 17. Interest in and knowledge of the local area 18. Experience in a premium environment or market leading tourism destination 19. Intuitively understands the importance of excellence of customer experience/hospitality. 20. Easily collaborates across multi-functional teams, internally and externally 21. Manages effectively across primary internal linkages, such as, Community Relations Tourism Retail, Marketing 22. Act as an ambassador for Value Retail 23. Strong cultural awareness 24. Fluent in English and local Village language - other European languages advantageous 25. Computer literate and fully competent in preparing regular reporting (statistical & financial)

【岗位要求】 外籍 女士 【岗位职责】 · 1. Greet VIP guests personally · 亲自迎接贵宾 · 2. Oversee maintenance of efficient repeat guest history system · 对高效的常客客史档案系统维护实施监管 · 3. Handle guest complaints and refer them as necessary, follows up on corrective action · 处理客人投诉，如有必要则将其提交给有关部门，并对纠正措施进行跟进 · 4. Plan and participate in the regular social activities of the Club and VIP guests and the promotion of various hotel products in order to further improve the quality of service · 计划并参加优悦会和贵宾的定期社会活动及酒店各类产品的促销活动，以便进一步提高服务 · 5. Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests · 查阅来客单，检查对客人和贵宾的房间分配情况、各类设施情况以及特别申请质量 · 6. Overall responsible for ensuring and maintaining the entire range of services offered for the Front Office 、Club Floor and western restaurant with the aim to maximum guest satisfaction · 确保向前厅、行政楼层和西餐厅提供全方位的服务，最大程度的获得宾客满意度 · 7. Organize and conduct regular meeting for all Guest Relation’s staff to facilitate communications and smooth operations · 组织和召开客户关系部全体人员参加的会议，以加强交流和保证业务的顺利进行

• Assist the Dir of Guest Experience in ensuring that the Guest Experience department is managed successfully as an independent profit center and handling of guest issues and monitor guest satisfaction by evaluating feedback and guest surveys. 协助宾客体验总监确保宾客体验部作为一个独立的盈利中心而进行有效管理，并通过评估反馈和访客调查来处理客人问题并监控客人的满意度。 • Ensure corrective training is implemented based on the feedback received. 确保根据收到的反馈实施矫正培训。 • Assist in coordinating an effective and efficient Payroll Management / Resource allocation through establishing a flexible work force throughout the Division, based on the principles of Multi Skilling and Multi-Tasking. 根据“一职多能”的原则，协助部门负责人建立一个灵活的用人机制，协调有效和高效的薪资管理和资源分配。 • Support Host needs in other departments based on the hotel priorities and anticipated business levels. 根据酒店的优先次序和预期业务水平，支持其他部门对主理的需求。 • Establish a rapport with guests maintaining good customer relationship and handle all guest complaints, requests and enquiries on Guest Services. 与客人建立并保持良好的客户关系，并处理所有客人投诉，要求和问询。 • Manages in compliance with established company policies and procedures and SOPs set for the department. 按照既定的公司政策和程序进行管理，并为部门设置操作程序。 • Ensure the Guest Experience Department meets quality and internal standards. Identify process improvements and best practices. Provide feedback and develop processes to improve the guest experience. 确保宾客体验部符合质量和内部标准。确定流程改进和最佳操作规程。提供反馈和改进流程，以改善客户体验。 • Increase occupancy, ADR and RevPAR index by making accurate reservations using the implemented dynamic pricing strategies. Implement upsell program. 通过使用实施的动态定价策略进行准确预约，提高入住率，每日平均房价和每间夜平均收入。完成增销计划。 • Work closely with the Finance department on follow-up items, i.e., returned checks, rejected credit cards, billing accurateness, cashier handling etc. 与财务部在后续跟进事宜中紧密合作，如：退还支票，拒绝信用卡，账单正确性，现金管理等。 • Operate all aspects of the Guest Experience computer system, including software maintenance, report generation and analysis. 操作客户体验部门所有的计算机系统，包括软件维护，报告生成和分析。 • Be personally and frequently verify that guest’s check-in / out are receiving the best possible service. 经常亲自对客人在入住/离店时是否得到最佳服务进行核实。 • Monitor call handling in the Guest Experience and ensure that all telephone standards are adhered to. 监控宾客体验部的电话服务，并确保其遵守所有电话服务标准。 • Analyze call statistics and take corrective action where necessary and highlight issue to the Dir of Guest Experience. Minimize call abandonments. 分析通话统计数据，并在必要时采取纠正措施，并向宾客体验总监汇报突出问题。尽量减少呼叫放弃。 • Maintain standards of guest service quality. Analyze response time to guest’s requests for items and maintenance requests and highlight any issues to the respective department head. 保持客户服务质量的标准。分析客人请求的回应时间，并向相应部门负责人汇报突出问题。 • Ensure that the Guest Experience team projects a warm, professional and welcome image. 确保宾客体验团队表现出热情，专业和欢迎的形象。 • Be in attracting, coaching, training, and retaining talent by engaging and showing a genuine passion to develop others. 用真诚的热情来吸引，指导，培养和留住人才。 • Ensure that during the night the correct room revenue, rebates, and correct errors is accounted for and ensure that all room discrepancies are followed up. 夜班时确保房间收入，减免的正确性和错账的改正，并确保所有房间差异都得到跟踪。 • Collaborate with Guest Services Manager in preparation of annual department operating budget: Monitor monthly expenses, with emphasis on variances, assisting in preparing schedules, ordering, inventory management, and other administrative duties as needed. 协助宾客体验总监，编制部门年度运营预算：监测每月开支，重点是差异，协助准备时间表，订购，库存管理以及其他需要的行政职责。 • In absence of all department heads during the night, supervise and assist all departments to ensure the normal operation. 在夜间没有任何部门负责人的情况下，监督且协作各部门确保正常运行。 • Make sure cleaning and engineering projects (guest related) during the night are supervised. 监督确保夜间的清洁和工程项目（客人相关）。 • Perform the end of day closing. 做好夜审。 • Achieve maximum sell out where possible. 尽可能实现最大限度的销售。 • In absence of the Director of Guest Experience conduct daily operational briefings. 当宾客服务部经理不在时，主持每日运营简会。 • Demonstrate high visibility in the lobby F&B outlet. 随时关注大堂餐饮部的运营情况。 • Monitor team daily roster to make sure smoothly flows during operations. 监督团队排班，确保运营工作的顺利进行。 • Act as a coach and mentor to team members, maintaining discipline as necessary. 在工作中为员工树立榜样，必要时采取纪律措施，确保宾客服务部工作。 • Attend career development training as and when required. 在必要时参加职业发展培训。 • Ensure clear and timely internal team communication (e.g. of room targets, up-selling targets). 随时确保团队内部的信息沟通（如：客房销售目标；增销目标）。 • Identifies and develops high potential team members. 发现并培养有潜质的员工。 • Responsible for emergency and security related situations (SOS, fire bureau, PSB). 负责紧急事件和安全防范的相关事宜（国际医疗救助，火警，外来人口统计调查）。 • Responsible for overall department training plan including training records and delivery of training. 负责全部门的培训计划，包括培训内容的记录和交付。 • Responsible for manning, FF&E, OE and other department related budgets. 负责人员配置、FF&E、OE和其它相关的部门预算。 • Able to efficiently perform all reception duties (accurate completion of forms, securing of payment). 保证日常前台接待工作能够高效运转实施（表格单据要填写规范，付款方式要有保障）。 • Is knowledgeable on all hotel information, city information and event activities. 需要了解一切酒店信息、城市信息和重要活动事件的信息。 • Proactively seek guest comments and feedback. 积极主动地寻求客人的建议和反馈。 • Responsible for monitoring and controlling room inventory management. 随时监控客房的出租率。 • Take ownership of complaints ensuring final resolution and guest satisfaction. 设身处地的为客人投诉的圆满解决和顾客满意度负责。 • Act as a role model and exemplifies delivery of Artyzen Brand Service Standards. 在工作中以雅辰酒店的品牌服务标准为依据。 • Attend briefings and shift handovers, and conduct relevant team meetings. 参加例会、交接班，并实时召开相关团队工作会议。 • Be familiar with hotel’s contingency plan. 熟练掌握酒店突发事件处理预案。 • Comply with Health & Safety, emergency, fire and hotel rules and regulations. 遵守有关健康安全、紧急事件、火警和酒店规则等相关章程。 • Completes checks on reports including- rate, room discrepancy, credit check, blacklist report. 确保检查包括：房价、房态差异、信用核查、酒店黑名单等相关报表。 • Conducts spot checks all activities relating to Artyzen membership.  负责检查所有雅辰会员计划的工作实施。 • Responsible for ensuring accurate submission of guest information in the China Police Reportsystem. 负责保证客人信息正确、完整的录入中国公安报告系统。 • Performs quality spot checks on all aspects of the front office operations。 对宾客服务部的一切运营工作进行质量检查。 • Produces quality improvement plans and execute. 制定并实施产品质量提升计划。 • Follows up on finance related issues to ensure all payments are secured and accurate. 依照财务制度确保一切付款方式的保障性。 • Monitor annual leave plans ensuring it is in line with business trends. 根据酒店运营情况合理安排年假。 • Review and analyze expenses to keep in line with departmental targets. 回顾并分析开支预算以确保部门收益目标的达成。 • Remain commercially aware, maximizing revenue being always up-to-date on current promotions. 时刻保持经济头脑，持续一贯性的日常促销可以保证利润最大化。 • Adhere by all company rules and regulations. 服从公司的所有规章制度。 • To undertake any other reasonable task or request as directed by the management. 贯彻执行由管理者下达的正确指示和要求。

ROLE SUMMARY:   This is a senior role, which supervises the daily operation of a customer facing information and retail services business, which benefits from 10% of the total footfall to Shanghai/Suzhou Village. The position holder will develop close relationships with Shanghai/Suzhou Village teams, with the purpose of growing sales, and maximizing the profitability of the Shanghai/Suzhou Village through the Retail offer and supporting services.   Key interaction will be required with the Retail, Marketing/Tourism Teams, as well as the Community Relations Director to gather background knowledge, support & develop new initiatives, whilst also actively influencing positive business decisions.   The successful role holder should model outstanding leadership, excellence in customer service, F&B services, exemplary Retail Store Standards, as well as high levels of team engagement & performance.   KEY RESPONSIBILITIES:                                                                             1.     Work closely with the GE manager on all day to day activities; 2.     Oversee the day to day running of the GWC, supervising staff and ensure a VIP hospitality service is maintained at all times. 3.     Manage the staff role in partnership with the GE Manager; 4.     To grow sales & profitability of Gift Card, Shopping Collection service Valet and B2B services; 5.     Analyze our customer competitor requirements and positioning, create services to be competitive; 6.     Interpret trends to facilitate planning a promotional calendar for all seasonal services; 7.     Oversee staffing on a daily basis in partnership with the GE Manager; 8.     Consistent monitoring of competitors so that SHV/SZV become leader in the service offering; 9.     Effectively network in all departments across the business; 10.  Work alongside the team on the floor to understand back to floor basics and improve processes; 11.  Drive the retail product offer and KPI’s of all services;     Tourism   1.    To provide effective and inspirational leadership for the Village Assistant Team, setting clear direction and providing feedback and support to enable great levels engagement, commitment & performance; 2.    Support and meet Value Retail’s Tourism and Marketing objectives as defined and agreed in the annual promotional calendar; 3.    Promote the Town center as a visitor destination and to enhance the local network by build relationships for the SHV/SZV with local businesses and stakeholders; 4.    Promote local events, attractions and businesses; 5.    Promote a Sustainable Tourism Program, including the widest possible use of public transport and other “green initiatives”; 6.    Work with other Value Retail visitor center in Europe to exchange best practice initiatives and tourism opportunities; 7.    Maintain a full and varied stock of Tourism and Marketing materials provided to visitors free of charge (leaflets and brochures)   Hospitality 1.    Ensure that the BVSH/BVSZ Team offers standards of excellence in the welcome and customer care of all domestic and international visitors whilst complying with Value Retail and statutory training and support programs; 2.    Create clear development plans for the team that deliver world class service and Hospitality; 3.    Contribute in shaping and establishing critical Hospitality/Service/F&B service measures, ensuring that the team understands these standards and the part they play in delivering on these; Identify opportunities for the introduction of new services and communicate this through the appropriate channels.   Retail & Hospitality Services 1.    Work closely with the Retail and Marketing team to effectively plan for all key trading events and peak periods, including all key tourism and retail calendar events, such as National Holiday & Christmas, Chinese New Year etc.; 2.    Ensure that the store is fully compliant with all legal Trading Standards obligations and Health & Safety legislation; 3.    Monitor retail sales and profit targets, delivering action plans to maximize performance; 4.    Manage and monitor KPI performance of Gift card, SCS (Shopping Collection Service) and online promotions through close review, timely reporting and follow up; 5.    Support the operation of Valet parking and Valet carwash; 6.    Weekly communication to the team of sales and KPI’s, to ensure that all staff understands their role in delivering them; 7.    Maximize the margin performance through driving and making commercial decisions based on product knowledge, bestsellers performance and optimizing the Hospitality experience for all visitors to the SHV/SZV; supervise and drive the implementation of tourist services, such as hotel reservations; 8.    Ensure security standards are met and adhered to at all time; 9.    Ensure the department is fit to audit and provide an auditable trail facility.   Industry Insights 1.    Review competitor activity and provides regular feedback to the business; 2.    Build develop and maintain relationships with B2B partners and internal cross function departments (eg: Marketing, Operations, Community Relations and Tourism).   People Management 1.    Consistently manage and review the performance & development of the team with the SZGWC Manager; 2.    Actively promote, recognize and reward great performance   SKILLS, EXPERIENCE & QUALIFICATIONS REQUIRED: 1.    Proven track record of operating as a successful Tourism / Hospitality Manager 2.    Strong hospitality/customer care skills 3.    Career defined by a Tourism & Hospitality background 4.    Strong F&B experience is a plus 5.    Strong commercial acumen and the ability to deliver at a strategic level, with sound analytical insights 6.    Transformational leader, fully conversant in the change process and an inspiring presence 7.    Experience of sales in a Tourism/Retail setting, with the ability to motivate and drive the sales team 8.    Tourism background particularly on the strategy and execution of the SZV operation 9.    Demonstrable track record of effective people management 10. Ability to plan, prioritize effectively 11. Able to work individually or as part of a team 12. Operates both operationally and strategically, as required 13. Excellent verbal, written, interpersonal & communication skills, delivering with impact & influence 14. Exemplary critical thinking skills and solution orientated 15. Demonstrates drive, resilience and flexibility when working in a dynamic a fast paced environment 16. Flexibility in terms of working hours & pattern (including weekends and Bank Holidays 17. Interest in and knowledge of the local area 18. Experience in a premium environment or market leading tourism destination 19. Intuitively understands the importance of excellence of customer experience/hospitality. 20. Easily collaborates across multi-functional teams, internally and externally 21. Manages effectively across primary internal linkages, such as, Community Relations Tourism Retail, Marketing 22. Act as an ambassador for Value Retail 23. Strong cultural awareness 24. Fluent in English and local Village language - other European languages advantageous 25. Computer literate and fully competent in preparing regular reporting (statistical & financial)

Please be aware that we will automatically reject all resumes without photos, and please send your English CV to helen.liao@gardenhotel.com. Thank you. Job Requirements: 1. bachelor degree or above; 2. Fluent in both Written and spoken English or Arabic or Persian or Spanish or Japanese or Korean or Portuguese or French or Germen or Italian; 3. Willing to work in different positions; 4. Enthusiastic about the hotel industry; 5. Good team work spirit; 6. Optimistic and positive work attitude; 7. Excellent communication skills and ability; 8. Confident, sunny, full of vitality. Development and Benefits: 1. Professional training and broad promotion space; 2. Good career prospects; 3. Highly competitive salary and welfare; 4. Abundant staff activities; 5. Safe and comfortable accommodation and delicious free working meals.

- 3年以上五星级酒店对客服务经验 - 良好的对客服务技能 - 良好的英文沟通技能，包括听、说、读、写 - 良好的团队合作能力 - 熟悉Opera操作系统 - 反应迅速、敏捷、有责任心

岗位职责 1.负责酒店前厅部的接待和管理工作，熟知前厅服务设施的功能，处于完好状态; 2.进行有关的市场计划分析制定部门工作计划，完成工作报告; 3.使客房达到最高出租率，获取最佳的客房收入; 4.督导下属部门主管，委派工作任务，明确岗位责任，随时调整工作部署; 5.保持良好的客际关系，能独立有效地处理宾客投诉; 6.协助酒店与更高一级领导处理突发事件; 岗位要求 1.大专以上学历，五年以上前厅从业经验，三年以上同岗位管理经验; 2.熟悉酒店前厅的经营管理工作，具有较强的工作责任感和敬业精神; 3.督导前厅各分部员工服务质量标准、操作流程标准并对前厅部各项工作实施全面监管; 4.有效贯彻、落实并完成部门制订的每月工作计划; 5.英语对话流利，有较强的协调管理能力，具有一定的销售能力; 6.全面掌握前台收银方面的财务基础知识，能处理日常服务环节中所涉及到的财务方面的问题。

岗位职责 1、通过训练领导和激发团队员工。 2、其他经理不在的情况下，代替其他经理和总经理作为整个酒店的职责经理。 3、积极地参加职业培训，让员工保持水平一致。 4、训导团队，提高员工水平，激励他们完成目标。 5、确保员工手册，相关劳动法，HR指南的一致性，如有违反，纪律处分。 6、根据酒店标准，进行每年一次的1：1的个人发展回顾，确保对员工进行公平客观的描述，以便为员工提供继续发展的平台。 7、训练和发展有潜力的员工，令其有更好的职业前景。 8、致力于酒店工作，为酒店发展提供建议，有创新精神，为顾客提供品质服务。 9、负责新员工的培训，使其尽快胜任工作，并告知酒店的要求。 10、及时有效的和宾客沟通，确保给顾客及时的答复。每个客人的投诉要求必须要在二十四小时内解决。 11、登记客人，确保客人信息完整填写并确认，按照酒店荣誉会员和飞行里程会员的要求服务和发展会员，同时确认付款方式。 12、将客人送至客房，介绍客房布局，确保行李及时递送等。 13、采取必要行动，及时有效的处理顾客的不满，适当的时候告知其他宾客关系经理。回访客人，确保客人对解决方法满意。 14、关注客户信息和喜好，确保满足客人的要求。15、作为接待VIP客人的酒店员工，要确保为客人提供人性化服务。 16、按照客人的预定或喜好安排房间，控制房间。 17、确保为会员顾客提供优质专业的服务，发展客人加入会员。 18、和销售，预定和商业发展团队共同为客人提供服务 19、及时准确的将客人的信息录入公安报告系统。 20、遵循酒店品牌标准。 21、了解酒店周边地区的最新信息，名胜，风景地等，为顾客提供方便。 22、确保前台和其他部门间的沟通交流，特别是客房部，餐饮部等。 24、持酒店数据的准确，便于操作。维持前台设备的正常运做和工作区域的清洁。 25、及时将信息传递至相关人员，确保尚未完成的事情移交至有关人员，让宾客满意。参加必要的会议并阅

岗位职责 1.协助酒店高级管理层负责及整个饭店的运作收集对客服务过程中所产生的问题信息。 2.大堂副理在前厅部经理的直接领导下，在当班期间负责整个酒店的正常运作。 3.要负责处理宾客的问题和投诉。 4.要负责重要宾客的迎领工作。 5.进行整个酒店的安全和日常的设备检查工作。 6.解决当班期间发生的安全问题。 7.向其它班次协调交班记录上需要沟通的事项。 岗位要求 1.大专以上学历，有同岗位工作经验1年以上。 2.能用流利的英语从事前厅服务形象气质佳，精通电脑操作，具备较强的英文听说读写能力。 3.仪表端庄，热爱酒店工作，钻研业务，反应敏捷，善于交际具有较好的管理和协调能力，能够很好的发挥其管理、领导和监督的作用。 4.工作有责任心，敢于承担责任，执行力较强。 5.有上进心和良好的学习能力和抗压能力。

【岗位职责】 1、协助酒店高级管理层负责及整个饭店的运作收集对客服务过程中所产生的问题信息。 2、大堂副理在前厅部经理的直接领导下，在当班期间负责整个酒店的正常运作。 3、要负责处理宾客的问题和投诉。 4、要负责重要宾客的迎领工作。 5、进行整个酒店的安全和日常的设备检查工作。 6、解决当班期间发生的安全问题。 7、向其它班次协调交班记录上需要沟通的事项。 【岗位要求】 1、大专以上学历，有同岗位工作经验2年以上。 2、能用流利的英语从事前厅服务形象气质佳，精通电脑操作。 3、仪表端庄，热爱酒店工作，钻研业务，反应敏捷，善于交际具有较好的管理和协调能力，能够很好的发挥其管理、领导和监督的作用。 4、注重细节，工作有责任心，敢于承担责任，执行力较强。 5、有上进心和良好的学习能力和抗压能力。

基本工作职责： 1. 熟悉客户信息及系统操作并提供高品质接待工作。 2. 熟知前台管理程序与标准并据此指导和管理前台员工。 3. 妥善处理客人投诉。   岗位基本要求： 1. 五官端正，具有良好的形象气质。 2. 具有良好的英语沟通能力。 3.熟练使用 Opera 系统。 4.有五星级酒店相关工作经验者优先考虑。

Ensures proper hand-over of logbook and information at the end of each shift. 换班时确保工作交接本和信息的交接。 Reports directly to the Front Office Manager regarding important information, problems and relevant actions taken, on an ongoing basis throughout the day. 及时直接向前厅经理报告重要信息，问题和采取相应措施。 Observing operations in the lobby and Public Area ensuring all procedures are being followed. Guaranteeing all staff handle guests courteously and professionally. Allfinancial and legal procedures are adhered to and ongoing operations aremonitored with any incidents reported in the correct manner. 关注在大堂，所有公共区域员工的对客服务，确保所有流程符合要求。确保员工有技巧、礼貌、专业的来服务客人。监控所有突发事件的处理按照相关的政策和程序要求执行。 Patrolling hotel public areas and report any damage, cleanliness issues, andpotential hazards to relevant departments. 巡视酒店公共区域并检查损坏及清洁状况，要求相关部门及时做出妥善的处理。 Reviewing daily arrivals and departures as well as in-house guest status. Ensure all guest preferences and requests are completed to the correct standards, VIP arrivalsare pre-blocked and the guests are met and escorted as outlined in theVIP treatment plan. 代表管理层与客人保持良好关系。当出现客人投诉时，主动解决问题，并报告给上级管理层。 Shall take control over small emergency situation and exercise authority confidentiality in some cases. 处理突发事件以及对其进行保密。 To ensure that Employees are familiar with in-house facilities and special promotions for the purpose of assisting guests and upselling. 确保前厅部员工对于酒店内各项设施熟悉了解，包括酒店的促销活动。

岗位职责: 1.在前厅部经理的直接领导下，在当班期间负责整个酒店的正常运作。 2..要负责处理宾客的问题和投诉。 3.要负责重要宾客的迎领工作。 4.巡视酒店大堂，主动为有需要的宾客提供服务、解答问题。 5.做好前台的酒店客人的入住及退房办理工作。 任职要求： 1.大专以上学历，前厅部工作经验3年以上。 2.仪表端庄，热爱酒店工作，钻研业务，反应敏捷。 3.注重细节，工作有责任心，敢于承担责任，执行力较强。 4.有上进心和良好的学习能力和抗压能力。

如果你是这样的小粉, 热情投入 奢华服务的忠实粉丝 专注细节 积极的态度 良好的团队意识 加入我们，一起续写文华东方传奇服务!   If you are Passion for Excellence Fan of Luxury Service Eye for Details Positive Attitude Team Player Join us to continue legacy Hospitality in dynamic Shenzhen!    【薪资待遇面议】

ESSENTIAL DUTIES AND RESPONSIBILITIES  主要工作职责： Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily 
 礼貌且高效地处理所有内部及外部客人的投诉及要求并跟进，确保问题的圆满解决  Maintains positive guest and colleague interactions with good working relationships 
 借助良好的工作关系，维护与客人及同事间积极的交流及互动

 Ensures all employees provide a courteous and professional service at all times
 始终确保员工提供礼貌及专业的服务
 Ensures that all Front Office employees deliver the brand promise and provide exceptional guest service at all times 
 始终确保所有前厅员工实现酒店品牌的承诺并提供超出客人预期的服务
  Assists in greeting and checking-in VIP guests 
 协助贵宾及常住客的接待和入住登记

 Spot check all arrival registration cards and ensures details are entered accurately
 抽查客人的入住登记卡，确保准确录入客人资料

 Ensures that all Front Office employees are aware of current promotions, policies and other important information 
 确保所有前厅部员工知悉最新的促销信息，规章制度及其他重要信息

 Personally and frequently verifies that guests are receiving the best possible service during check-in and check-out.
 经常性的亲自确认客人在入住和离店过程中得到尽善尽美的服务

 Establishes a rapport with guests and maintains good customer relationship
 与客人建立和谐的客服关系并长久保持 Ensures that guest history records are accurately maintained and all repeat guests are pre-registered
 确保客人信息的历史记录得到精确的维护，并提前对回头客进行入住登记
 Personally greeting guests and ensure guests are receiving the best possible service during check-in and check-out 亲自迎接并送别客人到店和离店并确保客人得到尽善尽美的服务
 Establishes a rapport with guests and maintains good customer relationship 
 与客人建立并保持良好的关系

  WORK EXPERIENCE 工作经验： 1 years at least of relevant experience in luxury brand hotel. 1年以上国际品牌奢华酒店同等岗位工作经验， Will consider offer as supervisor with less experience  资历不足可考虑为主管职位 REQUIRED SKILLS 岗位技能要求： Good communication and writing skills in Chinese and English, speaking a second foreign language is a plus. 优秀的中文和英文沟通和写作技能，懂第二门外语为佳。 Problem solving, analyzing, reasoning, organizational and execution abilities. 具有解决问题、分析、推理、组织、及执行能力。 Good knowledge and very familiar with Opera system. 熟练适用Opera系统

岗位职责 1.建立VIP客人和长住客客人的宾客档案、尽可能全方面的了解他们的住宿喜好及实际需求； 2.做好宾客服务记录，建立宾客服务档案； 3.定期对长住客客人、VIP客人等进行拜访，了解客人的服务要求并及时满足，听取客人的意见和建议，并将客人的相关意见、建议、投诉等向上级反馈，协助做出有效处理。 岗位要求 1.专业不限，酒店管理、旅游管理专业人员可优先考虑； 2.外观端庄、形象气质良好，身高168cm以上; 3.英语口语熟练，可作为日常工作语言； 4.能接受酒店班次安排，主要意向酒店一线服务专家岗位发展。 请注意：你的简历信息将会被我们转发到我们的第三方招聘系统进行流程使用。我们会采用合理的安全措施来保护您的个人数据安全，如您继续申请该职位，即表示您已知晓并认可我们的操作

作为值班经理，我们希望您承担以下职责： - 确保日常工作的顺利进行； - 提升客人的入住体验; - 监督和指导前台团队; - 确保所有同事保持最新的酒店标准和服务; - 从客人体验的角度出发，监管客人的入住体验。 候选人应具备以下能力： - 热爱酒店业； - 友好、乐于助人； - 熟悉掌握客房运营； - 熟悉使用前台系统； - 流利的英语交流和写作； - 至少2年同等工作经验； - 解决问题和组织力； - 具有较强的人际交往能力，富于领导力。 如果您就是合适的人选，那还等什么？马上点击申请按钮吧！

【岗位职责】 （此岗位为栖湖饭店招聘） 1、熟练使用酒店前台Opera系统，按照规定的程序，迅速解决客人投诉问题，并跟进及时了解客人的要求，以保证客人最大的满意度； 2、检查贵宾房，迎接并陪伴贵宾，为贵宾送行，保证贵宾舒适和满意； 3、与所有客人保持专业水平的关系，保证客人得到悉心照顾，收集客人的反馈以改进迎送服务； 4、每日巡查酒店，检查酒店设备、工作区和客人活动区域的工作状态，报告异常情况，使客人达到最大的满意度； 5、监督前厅员工分配客房、办理客人登记入住和结账离店、处理行李、留言和传真， 处理客人要求，打印报告等活动，保证酒店高效运转，欠款 回收顺利； 6、立即解决出错问题，检查高额账单客户以避免账单欠付； 7、保存记事本，记载上班期间发生的有关与重要的事件，形成一个完整的记录，以供将来参考； 8、通过有效沟通和自觉应用酒店的人事规定，与所有同事保持良好的关系，保证客人得到悉心照顾，收集客人的反馈以改进客人迎送服务。 【岗位要求】 1、大专或以上学历； 2、酒店管理专业优先； 3、掌握计算机系统知识，流利英语； 4、至少前台3年主管经验； 5、原则性强，职业化规范度高，具有良好的团队协作精神，出色的人际交往能力，诚实可靠、品行端正； 6、具有较强的工作责任心和学习能力、良好的团队合作意识。

1、酒店管理或相关专业本科或以上学历的韩籍人士优先。 Korean applicants with bachelor's degree or above in Hospitality Management or related major are preferred. 2、良好的韩语听说能力，有良好的英语听说读写能力优先。 Good command of Korean, with good English listening and speaking is much preferred. 3、有同岗位相关工作经历优先。 Related work experience is much preferred. 4、善于团队合作，具备优秀的学习能力和管理潜力。 Team player with excellent learning ability and management potential. 5、具有高度的工作热情，积极主动，尽职担责，同时具备较强的适应性，能承受较大的工作压力。 Have high enthusiasm for work, proactive, responsible, with strong adaptability and can work under great pressure. 6、认同万豪文化，自我职业规划清晰，有意愿和酒店共同成长。 Recognize Marriott culture, have clear career plan and willing to grow with Hotel.

岗位职责 协助前厅经理负责前厅部的日常运营，确保对客服务质量符合酒店标准，给客人提供最优质的服务。 1. 密切关注酒店的运作和大堂的情况，敏锐的观察力和决断力解决问题； 2. 关注VIP及有特殊要求的预订，及时更新系统相关信息，做好VIP的迎送工作； 3. 为前厅部员工提供指导和支持，提高客人满意度，酒店的盈利机会； 4. 及时有效的处理顾客的投诉，并进行回访； 5. 进行整个酒店的安全和日常的设备检查工作； 6. 确保前台和其他部门间的沟通交流，特别是客房部、餐饮部和财务部等； 7. 维护酒店前台系统信息数据的准确性，确保前台运营设备的正常运转以及工作区域的整洁清洁； 8. 熟悉酒店在紧急情况发生时的对应措施，并及时采取措施； 9. 在前厅经理/前厅副经理不在的情况下，作为值班经理负起责任； 10. 完成上级交办的其他工作。 任职要求 1. 大专及以上学历； 2. 具有三年以上的高星级酒店相关工作经验； 3. 必须拥有良好的中英文沟通能力； 4. 擅长于处理宾客关系，能快速有效的应对各种问题； 5. 熟练使用微软办公软件和前台系统； 6. 注重细节，工作有责任心，敢于承担责任，有一定抗压能力。

岗位职责 1、通过训练领导和激发团队员工。 2、其他经理不在的情况下，代替其他经理和总经理作为整个酒店的职责经理。 3、积极地参加职业培训，让员工保持水平一致。 4、训导团队，提高员工水平，激励他们完成目标。 5、确保员工手册，相关劳动法，HR指南的一致性，如有违反，纪律处分。 6、根据酒店标准，进行每年一次的1：1的个人发展回顾，确保对员工进行公平客观的描述，以便为员工提供继续发展的平台。 7、训练和发展有潜力的员工，令其有更好的职业前景。 8、致力于酒店工作，为酒店发展提供建议，有创新精神，为顾客提供品质服务。 9、负责新员工的培训，使其尽快胜任工作，并告知酒店的要求。 10、及时有效的和宾客沟通，确保给顾客及时的答复。每个客人的投诉要求必须要在二十四小时内解决。 11、登记客人，确保客人信息完整填写并确认，按照酒店荣誉会员和飞行里程会员的要求服务和发展会员，同时确认付款方式。 12、将客人送至客房，介绍客房布局，确保行李及时递送等。 13、采取必要行动，及时有效的处理顾客的不满，适当的时候告知其他宾客关系经理。回访客人，确保客人对解决方法满意。 14、关注客户信息和喜好，确保满足客人的要求。15、作为接待VIP客人的酒店员工，要确保为客人提供人性化服务。 16、按照客人的预定或喜好安排房间，控制房间。 17、确保为会员顾客提供优质专业的服务，发展客人加入会员。 18、和销售，预定和商业发展团队共同为客人提供服务 19、及时准确的将客人的信息录入公安报告系统。 20、遵循酒店品牌标准。 21、了解酒店周边地区的最新信息，名胜，风景地等，为顾客提供方便。 22、确保前台和其他部门间的沟通交流，特别是客房部，餐饮部等。 24、持酒店数据的准确，便于操作。维持前台设备的正常运做和工作区域的清洁。 25、及时将信息传递至相关人员，确保尚未完成的事情移交至有关人员，让宾客满意。参加必要的会议并阅 岗位要求 1、保持和供应商的良好关系 2、保证向酒店内部和外部客人提供高质量的服务 3、维护酒店设施设备的正常运转 4、保持工作环境整洁 5、达到绿色酒店的要求 6、编辑更新工作标准和程序

职位概述 · 管理本班的前台工作确保客人得到快速的，专业的服务和个人的关注。 工作职责 1. 直接向前厅部经理汇报并就所有与宾客服务及酒店运作相关的问题进行沟通。 2. 按需要与酒店其它部门进行合作、协调和沟通。 3. 对各种状况做出反应，以确保来宾被及时的礼貌接待并得到充分的注意和重视。 4. 就客人的需求做出反应并解决相关问题。 5. 对接待部和预订部工作人员进行监督和指导。 6. 在高峰期向前厅部工作人员和其它所有部门提供支持和协助。 7. 保证贵宾和OTA等客人受到特别关照。 8.定期检查一线各部门和二线各部门的清洁状况。 9.协助客户关系部门迎接贵宾，为其安排房间并在其离店时送行。 10.监督员工的行为、制服穿着、卫生和外表形象。 11.为前厅部会议提供信息 。 12.促进店际销售及推销酒店内的设施。 13.检查结帐说明并监督客人信用情况。 14.分析和批准打折相关事宜。 15.分析房价差异报告以保证控制客房收入。 17.熟知酒店紧急情况所有处理程序。 18.确保一线员工遵从散客市场技巧并最大化的进行销售。 19.与上级领导和人力资源部一起进行人力规划和管理需求。 20.与上级领导和财务总监一起编制和管理部门预算。 任职要求 技能要求                                            1.拥有良好的沟通技能； 2.具有良好写作技能 3.熟练使用微软办公软件和前台系统 4.具有解决问题和组织能力 学历 5.具有酒店行政管理，酒店管理或相关的学士学位或大专水平。 经验 6.拥有2年前厅或宾客服务工作经验，包括管理经验，或与此相当的教育和相关工作经验结合的背景。