COMPANY PROFILE Value Retail is the creator and operator of The Bicester Village Shopping Collection – with 11 luxury shopping destinations in Europe and China, home to more than 1,200 boutiques of the world's leading luxury fashion and lifestyle brands, offering exceptional savings all year round. What sets us apart: A Distinctive Fashion Experience.  If you have what it takes to create something extraordinary every day, then look no further – this is where you need to be!  At Value Retail China, we all share the same ambition: to create extraordinary experiences for our guests, brand partners and colleagues.  We are entrepreneurs at heart, passionate about what we do, and we never take no for an answer.  POSITION SUMMARY This role oversees the daily operation of a guest facing information and retail services business.We are looking for an international, experienced SZGWC Manager who is comfortable working in a fast paced, entrepreneurial environment with good commercial instincts, common sense, and ability to ask the right questions. This person will be responsible for providing effective and inspirational leadership to the SZGWC Team, setting clear direction and providing feedback and support to enable great levels of engagement, commitment and performance.  KEY RESPONSIBILITIES HospitalityEnsure that the SZGWC Team offers      standards of excellence in the welcome and customer care of all domestic      and international guests.Contribute in shaping and establishing      critical Hospitality/Service measures ensuring that the team understands      these standards and the part they play in delivering on these.To grow sales and      profitability of Gift Card, Shopping Collection service, Valet and B2B      services.Identify opportunities for the      introduction of new guest services and ensure their successful      implementation and execution.Attend Monthly Store Managers meetings and      weekly Retail & Marketing Coordination meetings in order to internally      communicate and review the implementation of upcoming eventsSupervise, train and ensure the SZGWC Team      on Village retail practises/standards, know-how and brand awareness.Extend hospitality and ensure services are      timely and efficiently delivered to brands headquarters and brands’ store      teams. TourismPromote a Sustainable Tourism      Programme, including the widest possible use of public transport and other      “green initiatives”.Support and meet Value Retail’s      Tourism and Marketing objectives as defined and agreed in the annual      promotional calendar.Promote Suzhou Town Centre as a      visitor destination and enhance the local network by building      relationships for the SZV with local businesses and stakeholders.Promote local events, attractions      and businesses and ensure regular familiarisation trips take place for all      of the team.Work with other Value Retail      visitor centres in Europe and in China to exchange best practice      initiatives and tourism opportunities.Supervise the collection and      management of key retail, tourism and marketing data, produce timely and      accurate reports in accordance with Value Retail and Tourism requirements.Maintain a full and varied stock of      Tourism and Marketing materials provided to visitors free of charge      (leaflets and brochures). People ManagementConsistently manage and review the      performance & development of the team.Identify      resourcing risks and opportunities, managing this through effective      succession & resource planning and development.Actively      promote, recognise and reward great performance. VIP Groups & Events Coordination SupportSupport the Marketing & Retail teams to develop powerful communication for its four primary audiences: current customers, potential customers, brands and key opinion leaders, with the following main objectives:Create awareness of Suzhou Village      shopping experience among specifically-targeted groups of customers (high      net worth, celebrities or well-connected tourism partners etc.):Increase average sales per customer      by leveraging the VIP customers as advocates amongst their personal      network (family, friends, work, school)Focus events at low peak times:      during the weekdays and school/holiday termsDevelop contacts to target VIP’s      groups and corporate groups in China, i.e. target private schools, ladies’/MICE      networking groups, spa and golf clubs, networks of high net-worth      individuals, etc.Work with colleagues to develop      existing partnerships to reach premium databases such as the corporate      database at Airlines, Spa and Golf membership at regional 4-5 star hotels      and concierge groups.Assist      colleagues to provide hospitality for specific activities such as Tourism,      PR and Community.Deliver      hospitality to the highest standards in the following ways:Refine       and enhance the VIP day formula/package (content to be determined)Increase       VIP customer targeted offers by working with the marketing and retail       teams to provide a range of exclusive brand specific discounts.Organise       goodie bags and items for the year Manage      the VIP programme meeting room calendar with Reception and the Marketing      & Retail Assistants. Ensure all bookings are in the calendar and all      external ambassadors are updated when bookings are entered  SKILLS AND QUALIFICATIONS REQUIRED ·       Experience in a premium environment or market leading tourism destination.·       Demonstrated capacity to work with an agile and open mind in a complex and multinational work environment alongside talented and strong-minded colleagues.·       A good critical thinker who has the drive, energy and ideas to bring to the role.·       A successful career defined by a Tourism & Hospitality background.·       Strong commercial acumen and the ability to deliver at a strategic level, with sound analytical insights.·       Experience of sales in a Tourism/Retail setting, with the ability to motivate and drive team performance.·       Demonstrable track record of effective people management.·       Operates both operationally and strategically, as required.·       Excellent verbal, written, interpersonal & communication skills, delivering with impact & influence.·       Flexibility in terms of working hours & pattern (including weekends and Bank Holidays).

岗位职责：了解集团品牌标准及各部门运营程序，及时有效的与员工分享确保员工掌握最新的信息使自己所在团队清楚了解部门目标，与同事下属保持信任，合作的关系发展及培养有潜力的员工通过沟通交流来鼓励员工做出的优秀业绩，认可良好的业绩表现并对需要帮助或辅导的员工给予相应的支持计划并定期组织团队活动了解酒店最新信息主动建立并维护宾客关系，捕捉宾客需求并超前满足其需求维护回头客档案定期组织并参加酒店鸡尾酒会，及时更新宾客需求培养员工的个性化服务意识并付诸应用，让客人随时感到喜出望外定期组织优悦会相关会议，及时更新团队信息确保优悦会会员能获得与其等级相对应的优惠，并让宾客感到倍受关注及时跟进宾客投诉并找出最佳解决方案任职要求：四年以上五星级酒店客务关系工作经验或两年以上同岗位管理工作经验，熟悉前厅部各部门运营程序，性格开朗，健谈，能迅速适应新的环境及事物，有较强的组织及协调能力，具备酒店行业颁发的培训证书，流利的英文沟通能力，多语言者优先

岗位职责1、负责客房部的整体经营和运作；分配督导员工工作，制定工作计划。2、确保部门成本及各项费用，得以良好的控制。3、根据酒店的运营标准，随时对房间和设施设备及各项物品进行检查。4、制定部门的年度预算，并确保部门的经营费用控制在预算之内。5、检查客房部的设施和管理，抽查及提升本部门整体工作质量及工作效率。6、组织编制部门工作程序及工作考评。岗位要求1、有3年以上同星级客房管理工作经验。2、熟悉客房部专业知识，熟练使用电脑，持有客房部经理上岗证或资格证书。3、掌握熟悉客房管理、服务流程和质量标准。4、具有组织协调能力、应变能力、经营能力以及文字表达能力和信息管理能力。

岗位职责1.培训提升部门员工的接待能力；2.熟悉酒店一切规章制度、服务标准及流程；熟记酒店应知应会内容，及时为客人解答关于酒店的任何咨询。3.与VIP客人保持良好的沟通以便了解客人喜好，建立酒店VIP档案库；4.负责酒店所有VIP客人的跟踪服务，从到店前的预订、到店、外出等全程服务保障，协助VIP客人解决疑难事宜；5.负责酒店运营服务品质监督，跟进提升；6.负责酒店宾客关系维护，尤其是OTA、会员、贵宾、回头客等重要客户；7.及时撑握当日客情以及会议、宴会活动，协助相关部门做好服务保障工作；8.每日收集酒店宾客意见，以及采取跟进措施并向上级汇报。

岗位职责：1. 定期在高尔夫会所大堂值班，做好客户接待服务，解决客户需求，处理客户投诉，不断提高客户满意度，使客户得以充分享受对应权益，增强客户黏性；2. 结合客户意见，对客户服务进行改进，输出服务流程化、标准化资料；3. 抓住所有与客户接触的机会，收集客户的个性化需求，搭建常客客史档案，保持实时更新及维护，督导并协调提供个性化服务；4.负责起草球会对外行文，沟通修改一致后对外发出；5. 在会所对客服务范围内，监督前台岗工作，配合、协助其他对客岗位工作；6. 负责球会业主方及VIP客户的迎送工作，跟进其服务安排，包括但不仅限于住宿、用餐、打球；7. 负责规划广告方案、对外公开招商、赛事赞助工作，协助重大赛事、活动的准备及协调工作；8. 跟进、配合完成上级临时交办的工作。岗位要求：1、大学专科以上学历。2、身体健康，形象气质佳，女性、身高160cm以上。3、5年以上游艇会、酒店、会所会员服务及客户接待相关经验。4、乐观开朗，热情外向富有亲和力，有专业的沟通、协调和应变能力。

职位描述1、保持良好的客际关系，能独立有效地处理宾客投诉；2、负责制定部门各规章制度，并督导下属员工按照公司规定执行；3、完成会员入场登记工作及VIP接待任务；4、督导下属员工，委派工作任务，明确岗位责任，随时调整工作部署；5、负责前台财产、设备的使用管理和保养工作，及各类资料的收集、存档及管理工作；6、制作有关报表，为其它部门提供准确的接待信息；任职要求1、3年及以上酒店行业客服、宾客关系、前厅等相关工作经验；2、具有良好的沟通表达能力，富有责任心及团队精神；3、具有良好的抗压能力。

ESSENTIAL FUNCTIONS 主要职责Manage the Lobby、Front Desk and all MAHA executive butlers, ensuring a positive and safe work environment.  Oversee the arrival and departure process for all Residences guests.  Ensure all guests receive the highest level of service and handle all inquiries in an efficient, courteous, and professional manner to achieve maximum satisfaction while complying with all MAHA’s policies.管理大堂前台及MAHA私属服务管家确保积极安全的工作环境。 监督所有公寓业主、住户的到达和离开流程。 确保所有住户得到最高水平的服务并以高效、礼貌和专业的方式处理所有询问以达到最大的满意度同时遵守所有缦合的政策。   1. Handle all guest interaction with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolve residents’ complaints; assist residents in all inquiries in connection with Maha Club & Residences services, in-house events, directions, and local attractions.以最高的热情和专业的态度处理所有与客人的互动尽可能满足特殊要求; 解决客人投诉; 协助客人解答所有与缦合俱乐部及住宅的服务、内部活动、方向和当地景点有关的问题。  2. Work harmoniously and professionally with co-workers and supervisors.与同事和主管和谐、专业地工作。3. Handle a multi-phone line system, answering calls in a professional manner in accordance with established policies.处理多电话线路系统按照既定的政策以专业的方式接听来电。 4. Welcome homeowners, residents and visitors on behalf of the residences, tracing and make records of residents ’special requests in guest profile for guest recognitions.  代表公寓迎送公寓业主、住户及客人处理主要事件及记录特别业主、值得注意之公寓住户的有关事项。5. Handling residents’ house account in policy and procedures and assists to settle all guests payments and other guest requests.处理关于客人结帐时之问题及其他询问。6. Record all the privileges of the residents in terms of following MAHA Standards and provide them with a convenient and smooth living experience.  记录好公寓住户所有尊享礼遇并为住户提供便捷顺畅的居住体验。7. Be able to escort residents to their unit by providing room check in and room orientation services.迎接及带领公寓住户到他们的房间产介绍房间设施。8. Make a memo/living log for special requests residents if necessary.    做特殊需要关照客人的在住及离店记录。9.  At the end of the month, summarize residents’ complaints and feedbacks and report to the upper level of management team.  月底将当月客人投诉及反馈问题统计汇总并上报总办。10.  Manage executive butlers; including standards testing, training, and scheduling. Monitor and control labor and expenses. 综合管理人员 包括标准测试、培训和日程安排。监督和控制人工和费用。11.  Team player, work closely with all related department to ensure high quality of service delivered to all the residents.具有团队精神与所有相关部门紧密合作确保为所有公寓住户提供高质量的服务。NON-ESSENTIAL FUNCTIONS其它职责1.   All information should be in confidential.所有信息须保密。2.   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。3.   Ensures high standards of personal presentation and grooming.确保保持高标准的个人形象和仪容仪表。4.   Reads the Employee Handbook and have an understanding of and adhere to the residence's rules and regulations and in particular, the policies and procedures relating to fire, hygiene, health and safety.了解员工手册内容严格执行公寓的规章制度尤其是有关消防卫生健康与安全的政策和程序。5.  Carries out any other reasonable duties and responsibilities as assigned by superior manager.完成上级领导分配的其他合理的职责和任务。 KNOWLEDGE AND SKILLS任职要求Education 教育水平-College graduate or Certificate in Hotel Management.大学毕业文凭或酒店管理毕业证书Experience 工作经验-Minimum two years in current role or has a minimum of four years’ experience in residences front office management position. 至少在当前职位有两年经验; 或是有至少四年公寓前台管理的经验。-Ability to read, write and speak English. Good Communications skills and Computer skill.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。

岗位职责：1、负责到访客人的接待，协助做好日常协调工作；2、负责会所的日常服务工作；3、负责会所来访客人的接待安排、及宴请、餐饮服务；4、负责会所设备、用品用具保管，定期检查，做好维护保养；5、负责盘点和物品、酒水出入库管理及记录；6、对会所保洁、植物株摆等工作的监督和检查；7、与到访客人保持良好关系；8、完成领导交办的其他工作。任职要求：1、至少1-3年的国际连号酒店或高级餐厅工作经验；2、有较强的待客和沟通交流能力；3、有良好的工作道德规范，高标准的餐饮服务能力；4、亲和力佳，形象气质佳；5、能接受不定时工作任务及加班；优先项:1、空乘或播音主持类专业者优先。2、身体健康，有身高优势（160cm-180cm）。

Job Summary:1. Leading Guest Services Team2. Maintaining Guest Service Goals3. Managing Projects and Policies4. Ensuring Exceptional Customer Service 5. Managing and Conducting Human Resource ActivitiesCandidate Profile:1. 2 years’ experience in the guest services, front desk, or related professional area2. Fluency in oral and reading English Understanding 3. Leadership, Managing Execution, Building Relationships, Generating Talent and Organizational Capability, Learning and Applying Personal Expertise

岗位职责1、代表总经理主持酒店夜间的经营管理活动，对酒店总经理负责，并报告工作。2、负责协调和督促各部门做好夜间的各种工作。协调夜间各部门的工作关系，处理和解决发生的各种问题和突发的各类事件。3、代表总经理接待和迎送夜间到离店的重要宾客，检查有关部门做好服务工作。4、负责酒店夜间的质量管理工作。5、编写“夜间工作日记”，记录当天工作的重要情况，发现的问题及处理的意见和结果，及时递交总经理阅示。岗位要求1、高中以上学历，有同岗位工作经验2年以上。2、懂得酒店管理一般理论知识和酒店管理制度和工作规范。3、熟悉各种应急预案的内容和程序，了解接待礼仪、礼节。4、熟悉外事纪律，了解旅游法规，懂得治安、消防条例等法律、法规等基本知识。5、具有较强的组织、指挥、协调和控制等方面的管理能力，能处理宾客投诉和突发事件。6、会撰写本职范围内的应用文，语言清晰。7、能用一种外语与宾客流利交流。

Responsible for GSS scores on Arrival Experience and Received Preferred Room Type负责宾客满意度调查中登记入住经历和所期望的客房类型 Ensure Guest Relations team is positively affecting GSS scores for Problem Experienced by resolving guest issues timely, effectively, and professionally while hotel interest is observed确保前台员工即时、有效和职业的处理客人的事情，以积极的提高GSS中问题经历。 Responsible for the smooth, efficient and professional operation of all front desk areas. Ensure good communications among departments.负责前台所有区域正常，有效和专业的运作。确保与相关部门良好的沟通。 Have knowledge of local areas and be informed at all times about cultural, historical attractions as well as their locations and hours of operation.了解当地名胜古迹的位置及营业时间，并随时更新。 Act as point of contact to arrange and organize guest stay. Act as role model for fellow associates and assure service quality meet brand standard. Create welcome hospitality and professional atmosphere in your area to ensure total guest satisfaction.合理的安排客人入住。在下属的员工中起模范带头作用并确保服务质量和集团标准一致。制造热情欢迎和专业的气氛在你的工作范围以确保所有的客人满意。 Responsible and supervise Rooms Controller, Front Desk Clerks and Lobby Greeters.负责管理房间控制员，前台服务员和大堂迎宾员。 Ensures that all procedures and policies are in place and followed. Conducts audit and controls on a regular basis. Communicates with accounting in case of any irregularities; and coaches and counsels associates whenever appropriate.确保所有的程序和政策都在执行。负责有秩序的进行审计和控制。和财务部保持沟通防止任何不符合规定的事情，并给与员工适当的指导和劝告。 Ensure proper check-in/ out procedure are followed. Strictly follows bank-out procedures and cash handling procedures. Be familiar with sales strategy, ensure No Further Rate guarantee确保执行正确的入住和结账程序。严格按照现金及非现金业务的操作程序。熟悉销售策略，确保价格统一。 Ensure Confidentiality of User Log-ons. Ensure that Front Desk users are logged out when leaving the area.确保用户登录的保密。确保前台员工在离开工作区域时退出登录。 Responsible for Rooms Controllers daily tasks being followed and reviewed. Appropriate and accurate room blockings are being indicated on a daily basis.负责房间控制员日常工作的跟踪。根据每日情况合适准确的安排房间。 Responsible for training and hiring newly hired associates in guest relations area. Ensures that daily training is provided for technical, hospitality, communication, management, and organizational skills. 15 minute daily training is required.负责培训新入职员工在客人区域的培训。确保每日的培训包含技能技巧，信息沟通，管理和组织的技巧。参加每日15分钟培训。 Ensures that recognition programs for both guest and associates are in place and working. Responsible for all repeat guest special requests, lead front desk team to follow through and ensure guest has an enjoyable stay. Establish system in place for repeat/rewards/VIP guest recognition program. Being able to contribute and lead front desk team to participate in up sale program.确保客人及员工的奖励计划合适并执行。负责所有回头客的特殊要求，领导前台员工确保客人有一个愉快的入住经历。在系统中建立回头客/积分兑换/VIP客人的奖赏计划。带领前台努力进行升级销售。 Directly responsible for Marriott Rewards Sign-up program. Responsible of establishing the game plan; ensure rewards sign- up rates and activation rates meets brand goal.      直接负责万豪礼赞计划的登记。负责设定策率，确保积分兑换价格和可用价格可以和集团目标一致。 Controls costs effectively to meet budget guidelines. Has control system in place for all controllable costs and man hours. Being able to effectively and adequately make department schedule.有效的按照预算控制成本。对于可控制成本和工时有一套控制系统。能够有效并充分的制定贲门计划。 Initiates additional tasks to improve existing procedures and guest satisfaction.制定额外的计划去提高现有的程序和客人满意度。 Resolves system problems and can operate the system manually. Can lead the staff through a down time.可以解决系统问题并会使用手动运行系统。在系统中断时间内领导员工确保所有工作顺利完成。

岗位职责 1、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。 2、简单易懂的训练新员工，使器其尽快达到胜任工作的最低标准，明白他应该达到什么水平。3、核对宾客完整的预定及详细信息，确保付款方式安全有效。4、采取必要行动，及时有效的处理顾客的不满，适当的时候告知值班经理或宾客关系经理。回访客人，确保客人对解决方法满意5、征询客人的反馈和评价，以提高服务质量，预防事故发生。6、确保VIP客人的待遇，核对所有预定信息，确保VIP房间所有物品准备齐全。7、负责分类管理Honours，确保为会员顾客提供优质专业的服务，劝说顾客加入会员。负责管理员工晋升以及一切和 Honours 有联系的事物。    8、其他日常工作

· Monitor guest relations’ personnel to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure·在入住期间，监察和督促客户关系，提供个性化，温馨的服务从而最大化的满足客人。· Monitor guest relations personnel to ensure IHG Rewards Club members consistently receive all benefits, repeat guests and other VIP’s receive special recognition and service· 督促和保证所有优悦会会员能够享受所有的福利，回头客人和贵宾能够享受特别的待遇和服务。· Inspects all VIP rooms prior to arrival· 在贵宾到达前检查房间。· Greet VIP guests personally· 亲自迎接贵宾。· Liaise with other departments to ensure excellent service delivery· 和其他部门紧密联系保证客人得到最优质的服务。· Oversee maintenance of efficient repeat guest history system· 查阅回头客人的历史资料。· Promote Inter-Hotel sales and in-house facilities· 推销酒店的销售品和设备。· Develop and implement guest telephone contact systems· 建立和实施客人电话联系的系统。· Handle guest complaints and refer them as necessary, follows up on corrective action·  处理客人的投诉，并及时做出相应的行动。· Compile, analyze and control Executive Club costs · 计划，分析和控制行政楼层的成本。· Schedule and attend regular IHG Rewards Club and VIP guest cocktail parties and social engagements in an effort to further improve on service delivery· 经常组织，邀请优悦会会员,贵宾参加鸡尾酒会等社交活动，以提高服务质量。· Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests· 根据当日预定报表提前检查贵宾的房间，欢迎物品和满足特别的要求。·  Prepare requisitions for amenities on a timely basis· 准备欢迎物品。· Overall responsible for ensuring and maintaining the entire range of services offered for the Club Floor and Club Lounge with the aim to maximum guest satisfaction· 全面的负责和确保各方面的行政酒廊服务以顾客为目标最大化的满足他们。· Co-ordinate with the Public Relations Department to organize GM Cocktails Party· 协调公关部门组织总经理宴请。· Co-ordinate with F&B Department and input suggestions on the improvement and implementation of new ideas· 和餐饮部门协调主动创新一些好的建议，提高餐饮服务质量。· Check guest rooms with Housekeeper at random on weekly basis and VIP rooms, when available· 每周不定时的和行政管家检查贵宾房间。· Be conversant with all hotels’ activities by reading event order, Public Relations materials and also promotion of competitor advertisement in the media for details on special promotion.·  熟悉酒店的各种宴会，外界信息同时了解竞争对手的一些宣传和推广。· Appraise appearance, discipline and efficiency of all staff under direct supervision and initiate immediate remedial action if necessary· 评估下属的表现行为和执行情况，如有必要主动采取一些行动。· Organize and conduct regular meeting for all Guest Relation’s staff to facilitate communications and smooth operations· 组织部门的会议以推进相互沟通和有效的运作。· Prepare efficient work schedule for Guest Relations Staff, arranging holidays and vacation, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures· 有效的做好准备工作，合理安排假期，对未来的房间情况和大型会议的安排提前做好计划，特别是早/晚入住，早/晚退房的团队。· Liaise with Finance department · 和财务部门紧密联系。· Ensure the staff adhere and deliver the IHG standards and policies· 确保员工执行和履行酒店标准和政策。· Assists in planning for future staffing needs · 帮助规划员工未来的发展需求。· Assists in recruiting in line with company guidelines · 根据公司的指示和要求协助招聘员工。· Prepares and administers detailed induction program for new staff· 准备和执行新员工的具体工作职责的计划。· Maintains a comprehensive, current and guest focused set of departmental standards and procedures and oversees their implementation· 协助保持当前全面的顾客关注，程序与政策以及检查执行情况。· Ensures training needs analysis of Business Centre staff is carried out and training program are designed and implemented to meet needs· 确保所有员工的培训需求都得到了执行，并且培训的计划的安排和执行都满足了所有需要。· Conducts on the job training and maintains a comprehensive list of training progress for all staff· 在工作培训中进行指导，并且为所有员工制定一套广泛的，全面的培训计划。· Coaches, counsels and disciplines staff, providing constructive feedback to enhance performance· 指导，管理，约束员工，给予有建设性的回复意见提高员工的工作表现。· Regularly communicates with staff and maintains good relations· 时常与员工沟通，建立良好关系。· Perform other tasks as assigned· 完成其他的分配任务。

· Monitor VIP Reception Lounge’s personnel to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure· 监督贵宾接待厅工作人员，以确保来宾始终得到礼貌接待及充分的注意和重视，由此实现最大的客人满意度。· Inspects all VIP rooms prior to arrival· 在贵宾到达前对贵宾房进行检查 · Greet VIP guests personally· 亲自迎接贵宾。· Liaise with other departments and necessary outside contracts to ensure excellent service delivery· 其它部门和必要的外部承包商联系，以确保提供高质量的服务。· 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。· Promote Inter-Hotel sales and in-house facilities· 促进店际销售及完善内部设施。· Perform such functions as to include but not be limited to:· 行使下列功能，包括但不仅限于：· Prepare welcome letters for IHG Rewards Club Platinum Elite member & VIP guests.向优悦会白金卡菁英会员和常客致欢迎信· Solicitation of IHG Rewards Club applications发展优悦会会员· Attending to special requests by guests回应客人提出的特别要求· Develop and implement guest telephone contact systems· 开发和应用客人电话联系系统。· 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。· Compile, analysis and control VIP Reception Lounge’ costs· 对贵宾接待厅部门的成本情况进行编写、分析和控制。· Schedule and attend regular IHG Rewards Club and VIP guest cocktail parties and social engagements in an effort to further improve on service delivery· 计划并参加优悦会和贵宾的定期鸡尾酒会和社会活动，以便进一步提高服务质量。· 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。· Prepare requisitions for amenities on a timely basis· 及时准备设备使用申请。Appraise appearance, discipline and efficiency of all staff under direct supervision and initiate immediate remedial action if necessary· 评估所有员工的外在形象、守纪情况和工作效率并进行直接监管，如有必要，可采取直接的纠正措施。· Organize and conduct regular meeting for all VIP Reception Lounge’s staff to facilitate communications and smooth operations· 组织和召开贵宾接待厅全体人员参加的会议，以加强交流和保证业务的顺利进行。· Prepare efficient work schedule for VIP Reception Lounge Staff, arranging holidays and vacation, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures· 在考虑酒店入住情况和预测以及大规模的团组活动，特别是关于提前或延迟到达及离店的情况的前提下，为贵宾接待厅员工准备高效的工作计划，安排节日和假日。· Works with Superior and Human Resources on manpower planning and management needs· 与上级领导和人力资源部一起进行人力规划和管理需求。· Works with Superior in the preparation and management of the Department’s budget. · 与上级领导一起编制和管理部门预算。

岗位职责1、通过训练领导和激发礼宾台和宾客关系部团队员工 2、积极地参加职业培训，让员工保持水平一致。 3、做队员的导师，提高员工水平，促进他们完成所设立的目标。 4、确保员工手册，相关劳动法，HR指南的一致性，必要的时候提供培训。 5、训练有潜力的员工，提高他们的工作能力。 6、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。 7、简单易懂的训练新员工，使器其尽快达到胜任工作的最低标准，明白他应该要到什么样 8、为顾客提供热情服务，让他们立刻有回家的感觉。 9、核对宾客完整的预定及详细信息，确保付款方式安全有效。 10、将客人送至客房，介绍客房布局，确保行李及时寄存等。 11、采取必要行动，及时有效的处理顾客的不满，适当的时候告知值班经理或宾客关系经理。回访客人，确保客人对解决方法满意。 12、维护顾客档案和信息，确保有效的预定。 13、征询客人的反馈和评价，以提高服务质量，预防事故发生。 14、和销售，预定和商业发展团队共同为客人提供服务 14、确保VIP客人的待遇，核对所有预定信息，确保VIP房间所有物品准备齐全。 15、确保在VIP客人到达之前，房间所有物品准备齐全，并且符合VIP身份。向上级部门提供VIP客人的信息及相关报告备用。 16、负责分类管理HHonours，确保为会员顾客提供优质专业的服务，劝说顾客加入会员。负责管理员工晋升以及一切和 HHonours 有联系的事物。     17、与宾客服务经理联系，确保房间的分配与客人的预订及喜好等保持一致，集中管理销售库存。 18、确保宾客档案信息及时录入公安报告系统 19、遵循酒店品牌标准。 20、掌握酒店酒店的基本概况。 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、与餐饮部，客房部，工程部等进行有效的联络。 23、保持酒店数据的准确，便于操作。维持前厅设备

1 部门经营管理  1.1 全面负责分部运营管理，编制分部营业和费用预算、工作计划，并带领部门积极完成各 项经营指标； 1.2 建立部门会议制度； 1.3 督导酒店产品销售计划与酒店促销方案的有效实施；1.4 对酒店各营业场所的开档收档和营业服务情况、人员的到岗情况、仪容仪表和工作效率 进行巡视检查，并将结果进行通报；1.5 跟进房差、Due Out、High Balance 和 DND 等工作； 1.6 详细收集酒店所在城市的各方面资讯并定期分享给其他对客部门，如餐厅、剧院、购物 中心、电影院、娱乐场所、银行、领事馆、车站、机场、医院及其他特殊场所，以便提供委托 代办业务； 1.7 根据酒店政策及客人的身份，在前台经理不在岗的情况下，批准房价和房间的变动，现 金退款，扣回，现金押金，支票的接纳等； 1.8 督导分部的日常工作日志的记录和跟进，巡查内容记录在<GRM LOG BOOK>，并以电 子版发酒店管理层和所有 MOD 人员，并将打印件交给房务总监审阅和汇报。2 部门团队建设  2.1 与人力资源部配合，组织开展本部门招聘及员工绩效考核； 2.2 主持部门会议，讨论部门质量水平，确定整改项目，并实施整改；2.3 根据酒店住房率、大型活动日程、早晚到达或离开客人等情况，合理排班；2.4 分析下属员工培训需求，设计培训项目，组织并参与员工培训，确保培训质量，评估培 训结果；2.5 按部门要求提交分部培训计划，并保证其得到实施； 2.6 定期组织员工活动，与员工保持定期交流并建立良好关系，为员工提供建设性的信息回 馈、激励及训导，运用科学的、人性化的管理方式，建设一支和谐、高效、激情、进取的团队；2.7 参加房务部例会，主持部门会议，讨论部门服务质量水平，确定整改项目，并实施整改；2.8 与酒店各部门员工保持高效合作。3 对客管理 3.1 主动建立并维护与客人的关系并督导完善住客档案体系，贯彻落实客人认知计划；3.2 抓住所有与客人接触的机会，收集客人的个性化需求，督导下属并协调各部门提供个性 化服务，特别是贵宾房、迎送贵宾、探望患病的客人、长住客及团队客；3.3 及时解决客人的问询，处理和通报客人投诉，汇总分析并汇报客人投诉、意见；3.4 与物管部等相关部门合作，处理有关客人、员工和非酒店人员的意外事故和突发事件， 涉及人身和财产损失、损坏的，要向投保的保险公司报案索赔，并形成书面报告，向管理层和 有关部门领导汇报；3.5 督导下属做好散客和团队行李物品的接收、派送、寄存保管、转交服务；3.6 处理客人寄送或收取的邮件、信息、传真、电报、快递寄其他特殊物品；3.7 督导下属做好会员发展和会员信息咨询工作，好新会员信息的录入和上传，确保会员信 息的完整和准确；3.8 负责酒店车辆的日常管理工作，检查和安排客人及内部人员车辆服务；3.9 负责酒店的参观接待工作；3.10 了解日常事务及酒店当天宴会活动，以便提供准确的问询服务。4 设施物资管理 4.1 督导下属做好礼宾设施设备的维护保养，如行李车、轮椅、告示牌和铜柱等；4.2 督导下属做好大堂各区域灯光、水牌、植物、装饰品等设施的管理； 4.3 督导下属按规定管理行李房，确保客人行李物品安全、有序； 4.4 督导下属维护酒店入口的干净、整洁、通畅。 5 安全管理 5.1 熟悉设备安全操作方法，正确组织实施财产安全、急救、火灾、紧急事件发生时的补救 措施，保证住客及酒店、员工人身财产安全；5.2 处理一切大堂和楼层上发生的不正常现象和可疑人物，确保安全运营。6 完成上级交办的其它任务。

1.定期主持召开部门沟通会并确保部门例会和会议切实有效且在必要时进行指导。Conducts regular communications meetings and ensures that departmental briefings and meetings are effective and conducted as necessary.2.汇报值班日志中所记录的所有事件。Report all daily occurrence of the Hotel in the Assistant Manager’s Log record.3.仔细跟进每项任务并确保在交接班前完成。检查所有未尽事项，且负责到底。Follows through closely all tasks that need to be attended and ensure full completion by end of shift. Checks through for any outstanding matter and assumes full responsibility for uncompleted tasks.4.分析客房价差，检查是否有所出入。Audits the room rate variance to check for discrepancy.5.抽查客人的入住登记卡，确保准确录入客人资料。Spot check all arrival registration cards and ensures details are entered accurately.  6.所有与客人有关的事件必须记录，并更新客史档案里。All guest incidents must be recorded and updated in Guest History database.

主要职责 1、在客人要求前，主动、迅速、有礼貌地帮客人提重的行李、外套、皮箱等。 2、保持积极、乐观态度，认真关注每位到达酒店的客人。 3、在处理客人行李时，了解客人登记及结账手续。 4、在主要的门口迎接客人，特别关注当天到达的回头客和我的千禧会员。 5、协助到达和离开的客人开、关车门。 6、保持良好的站姿及车道的畅通。 7、引导客人到大堂，在客人登记时，站在客人后面等待客人，注意观察接待台社交大使给出的房间号，拿到房间号后，立刻陪同客人到房间。 8、熟悉酒店布局，陪同客人到达酒店的各个场所。 9、按照酒店标准，引导客人到房间。 10、熟悉电梯的运作及酒店紧急通道。 11、为客人提供有关酒店设施及服务的信息。 12、为客人提供服务及引导。 13、知道客人的名字，特别是回头客、长期的住店客人及定期的住店客人的名字，在客人通过大厅时，主动询问客人是否需要帮助。 14、保持大厅的干净及整洁，发现污物时，及时通知行李或行李员领班。 15、上班时保持个人穿着整洁，发型整齐，皮鞋锃亮。 16、必要时帮助其他员工工作。 17、在值班期间，保持行李房干净及整洁。 18、准备报纸的发送，按照上级的要求把报纸送到客人房间。 19、用值班记事薄记录重要事情。 20、能够操作通信设备。 21、安排交通并协助客人提行李。 22、安全地管理钥匙。 23、确保最大限度上满足客人的需求，关注重要贵宾从到达至离开酒店期间，为客人提供个性化服务，使客户满意。 24、随时以友好的态度与客人打招呼，为客人提供帮助，尽量称呼客人的姓名。 25、与其他部门保持合作，与必要外界部门保持联系，确保为客人提供优质服务。 26、帮助社交体验经理去布置房间，如果有需要的话。 其它： 1、有酒店筹备经验者优先； 2、了解酒店周边地区的最新信息，名胜风景地等，为顾客提供便利信息； 3、善于建立、维护良好的客户关系； 4、善于聆听、多方位思考； 5、善于通过观察、收集、分析，进行创新并大胆尝试； 6、英语书面、口语流利。

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。

岗位职责1.掌握当日客情及餐饮活动。2.参与各项前台的工作。发现并上报工作中出现的问题。3.掌握当天到店及离店的重要宾客，回头宾客。4.在宾客到店之前准备好登记表、钥匙卡等以确保入住手续方便、快捷。5.与住店宾客保持良好沟通以了解宾客之喜恶（喜好），协助宾客解决疑难事宜。6.做好每日对住店宾客的电话拜访工作，搜集宾客意见并及时采取跟进措施与向上级反映。岗位要求1.大专以上学历，有同岗位工作经验3年以上，有良好英文沟通能力。2.具有良好的服务意识，团队协作精神以及良好的沟通、协调和应变能力。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。

岗位职责：1.通过对员工业绩的认可，提升员工工作热情，监督客服关系中心员工工作，在客人到达至离开酒店期间，为客人提供个性化服务，尽量让客人满意。2.监督宾客关系中心员工工作，确保优悦会会员能获得最大利益，回头客及重要客人都能受到特别的关注。3.每天查看预期到达客人清单，提前选出预期到达的优悦俱乐部成员。4.在客人到达前，提前检查优悦会会员及重要客人房间。5.单独迎接重要客人，优悦会会员及回头客。6.与其他部门保持合作，与必要外界部门保持联系，确保为客人提供优质服务。7.维护回头客档案系统。8.促进酒店内房间及设施的销售9.完成以下职责：（1）优悦会会员及回头客人的欢迎信。（2）接受优悦会会员申请。（3）满足客人特殊要求。10.完善客人联系方式。11.处理客人投诉，在必要时为客人提供咨询，跟进改进行动。12.定期计划并参加优悦会及重要客人鸡尾酒会和必要社交活动，进一步提高服务。13.查看优悦会会员及重要客人清单，查看房间分配，房间内设施，及客人特殊要求。14.及时在房间内准备客人赠品。15.全面负责对优悦会会员，重要客人，及回头客的服务，尽量让客人满意。16.定期组织有关优悦会活动的会议，以便更好的交流，及确保工作正常运作。

作为管家，在既定的酒店政策和程序的限制下，为客人提供独特的管家式服务，维护他们的隐私，保密，并确保任何时候都能满足已知的喜好。需要有高度的预期。确保客人满意并记录部门员工的工作表现。为客人提供及时、准确和礼貌的服务，确保楼层在他/她的控制下高效运行，以保持最高标准的管家服务，并在员工士气高涨的氛围中最大化客人的满意度和组织盈利能力。提供全新、专业、贴心的服务，成为中国市场的领导者，为市场树立新的标准。

岗位职责1、通过训练领导和激发礼宾台和宾客关系部团队员工 2、积极地参加职业培训，让员工保持水平一致。3、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。4、简单易懂的训练新员工，使器其尽快达到胜任工作的最低标准，明白他应该要到什么样5、为顾客提供热情服务，让他们立刻有回家的感觉。6、核对宾客完整的预定及详细信息，确保付款方式安全有效。7、将客人送至客房，介绍客房布局，确保行李及时寄存等。8、采取必要行动，及时有效的处理顾客的不满，适当的时候告知值班经理或宾客关系经理。回访客人，确保客人对解决方法满意。9、维护顾客档案和信息，确保有效的预定。10、征询客人的反馈和评价，以提高服务质量，预防事故发生。11、和销售，预定和商业发展团队共同为客人提供服务12、确保VIP客人的待遇，核对所有预定信息，确保VIP房间所有物品准备齐全。13、确保在VIP客人到达之前，房间所有物品准备齐全，并且符合VIP身份。向上级部门提供VIP客人的信息及相关报告备用。 

•Familiar with the daily activity of the hotel, including arrivals & departures, hotel occupancy & room status, Events/Functions/Meetings and current Rooms & F & B promotions.   要掌握酒店每天的运行情况，包括将到、离店客人的情况，酒店的住房率，房间的情况，还有哪些活动、会议，及当前的房间、餐饮的促销情况。•Ensures the hotel public areas are well prepared to receive guests as in the lighting is correct, background music is on according to standard, public areas and hotel entrance are clean and facility is in order. Is responsible to report and follow up on any maintenance or cleaning requirements, takes care of unwanted loiterers in the Reception House.  要确保酒店公共区域都做好了迎接客人的准备，比如,灯光及背景音乐是否达到了标准，公共区域和酒店的入口的卫生和设施是否正常运行。在发现有任何未达到卫生和保养的要求，有责任通知相关部门进行及时的处理和跟进。关注那些在大堂区域毫无目的闲逛外来参观者。•Familiarizes themselves with today’s VIP and Special Attention guest, Amanjunkies arrivals and departures to ensure they are properly met upon in and out Reception Hous.  要清楚的掌握当天到/离店的贵宾，有特殊要的客人以及安缦痴的信息，要确保他们在进出前台的时候都得到热情接待。•Performs guest check in and checkout according to minimum quality standards for service and efficiency.  为客人提供符合高效率标准的入住和退房服务。•Totally familiar operation with the hotel opera PMS System and all interfaces.   熟悉酒店的前台电脑管理系统和酒店的营业场所的操作系统。•Performs guest check in and checkout according to minimum quality standards for service and efficiency  为客人提供符合高效率标准的入住和退房服务。•Work arrangements are not limited to your own post.  工作安排不限于本职岗位。