Senior Guest Service Agent -高级宾客服务专员

岗位职责： 1、全面负责酒店前台日常运营管理，监督前台员工执行标准化服务流程，确保宾客入住、退房、问询等环节高效顺畅； 2、制定并优化前台工作流程与服务标准，定期培训、考核前台员工，提升团队业务能力与服务水平； 3、管理客房预订系统，监控房态信息，合理分配房间资源，确保超额预订等风险可控； 4、配合财务部门完成夜审报表、入住登记信息核对及营收数据统计，确保账务准确无误； 5、维护前台区域整洁与物资充足，管理备用金、发票及各类表单，确保合规使用。 其他条件要求： 1、有酒店前台工作经验，至少1年以上同岗位管理经验优先，熟悉酒店PMS系统操作； 2、 需具备良好的沟通表达能力、服务意识及亲和力。具备较强团队管理能力，能有效激励员工做好工作分配； 3、 能适应排班制工作，具备较强抗压能力及问题解决能力。

About Four Seasons: 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. At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us. About the location: Pagoda-style pavilions rise amidst exquisite gardens and ponds. With personalised 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: 关于职位: 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. 负责前台值班工作。指导员工履行以下职责，也可自行履行这些职责：接待和登记酒店客人，向客人解释住宿情况并确定信用额度或付款方式。 为客人办理退房手续，准备并解释账单。 准确评估客人的需求和要求，然后提出个人建议并加以润色，在遵守四季酒店所有政策的同时，最大限度地满足客人的要求。 What you will do: 岗位职责： • Checks in guest in an efficient and friendly manner, using guest name whenever possible. • 以高效、友好的方式为客人办理入住手续，尽可能使用客人姓名 • Assures that guest is assigned type of room requested and the correct rate is charged. • 确保为客人分配所需的客房类型，并收取正确的房价 • Arranges for luggage to be delivered to guest room. Issues correct keys to the guest. • 安排将行李送至客房。 向客人发放正确的钥匙 • Checks out guest at end of stay. • 住宿结束时为客人办理退房手续 • Ascertains guest satisfaction, collects keys, posts late charges and presents bill to guest. • 确定客人满意度、收取房卡、收取逾期费用并向客人出示账单 • Settles bill accurately through credit card or cash transaction. • 通过信用卡或现金交易准确结算账单 • 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. • 维持酒店指定银行的收支平衡。 找零、兑现支票和兑换外币。每班结束时核对所有交易 • Assure that desk collateral and information for restaurants, museums, attractions, maps, and other local attractions are updated and current. • 确保餐厅、博物馆、景点、地图和其他当地景点的桌牌和信息及时更新 • 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. • 了解市内有哪些活动（戏剧、体育、音乐会、演出、特别展览、观光），并与这些领域的供应商建立密切联系，以便为客人提供信息、票务和预订服务 • 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. • 以最高的热情和专业水准接待所有客人，尽可能满足客人的要求；解决客户投诉；协助客户处理与酒店的服务、营业时间、酒店人员、内部活动、路线等有关的所有咨询 • Responds to all guest requests in an accurate and timely manner making recommendations based on local knowledge and hotel practices. • 准确及时地回应客人的所有要求，并根据当地知识和酒店的一贯做法提出建议 • 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 • 利用各种软件系统为客人办理入住和退房手续、运行每日报告、为到达的客人提前预订房间，准确输入客人的特殊安排并确保账单正确无误 • Stores and retrieves guest luggage and packages. • 存储和取回客人的行李和包裹 • Processes packages, faxes, messages, and mail which may be either outgoing or incoming in an accurate and timely manner. • 准确及时地处理寄出或寄入的包裹、传真、信息和邮件 • Works harmoniously and professionally with co-workers and supervisors. • 与同事和主管融洽并专业地合作 • Accepts reservations, changes and cancellations in the absence of Reservations Department Staff. • 在预订部同事缺席时接受预订、并会做更改和取消 • Can answer guest calls and direct them appropriately in the absence of a Communications Operator. • 在总机同事不在的情况下，能接听客人电话并适当回复客人 • Greets guests and escorts them to their rooms. Delivers luggage to room upon check-in and picks up luggage from room upon departure, moving the luggage to storage or the Front Drive. Maintains proper records of deliveries and pick-ups. • 迎接客人并护送他们到房间,办理入住手续时将行李送至客房，离开时从客房取回行李，将行李 移至储藏室或前台,妥善保存运送和提取行李的记录 What you bring: 岗位要求： • Minimum 3 years’ experience in related position with Four Seasons or other organization • 至少3年于四季酒店或国际五星级酒店同等职位工作经验。 • Excellent interpersonal skills and communication skills • 出色的人际交往能力与沟通技巧。 • Cross cultural sensitivity, and customer service orientation • 具备跨文化敏感性，并以客户服务为导向。 • Guest centricity and understanding the importance of guest preferences. • 以客人为中心，并理解宾客偏好的重要性。 • Mandarin speaking is required. • 需具备普通话沟通能力。 What we offer: 福利待遇： • Competitive Salary, wages and benefits • 具有竞争力的薪资及福利体系 • Excellent Training and Development opportunities • 完善的培训与发展机会 • Complimentary Accommodation at other Four Seasons Hotels and Resort • 全球四季酒店及度假村的免费住宿礼遇。 • Complimentary Dry Cleaning for Employee Uniforms • 员工制服免费干洗服务 • Complimentary Employee Meals • 免费员工工作餐 • Employee activities • 丰富多彩的员工活动 Schedule & Hours: 工作时间安排： • This is a full-time position • 本岗位为全职职位 • The working hours will primarily be early mornings and days, during weekdays and weekends. • 工作时间将根据部门需求安排，需能适应轮班制（含周末及节假日值班）

【岗位职责】 1、全面负责前台日常运营管理，包括员工排班、工作分配及服务质量监控，确保宾客入住、退房手续高效准确办理。 2、督导前台员工严格执行酒店接待标准，处理宾客投诉、特殊需求及突发事件，提升客户满意度。 3、负责前台区域设备维护、物资管理及预算控制，确保运营成本合理。 4、协调前台与客房、销售、安保等部门沟通，保障信息传递及时，提升团队协作效率。 5、定期组织前台员工业务培训，包括服务礼仪、酒店系统操作及应急流程，提升团队专业能力。 6、完成上级交办的其他任务，协助酒店整体运营目标达成。 【岗位要求】 1、具备良好沟通协调能力及服务意识，能妥善处理宾客关系及突发状况。 2、熟悉酒店前台操作流程，具备基础财务知识（如账单核对、押金管理）。 3、有团队管理经验或同岗位工作经验者优先，无经验但学习能力强亦可。 4、熟练使用酒店管理软件（如Opera、石基等）及办公软件。 5、工作责任心强，能适应倒班制，具备抗压能力。 6、性格开朗，仪表端庄，普通话标准，会基础英语口语者优先。

§ 遇到客人的投诉或问题，如果不能马上找到解决办法，则汇报给领班/副理。 Reports complaints or problems to Team Leader/ Assistant Manager if no immediate solution can be found. § 确保客人得到快速、高效、准确的入住登记和结帐离店服务。 Ensures that guests receive a speedy and efficient check in/ out. § 确保严格遵守酒店的收银程序；所有备用金都要根据财务部设立的政策和程序合理使用。 Ensures that the cashiering procedures are strictly adhered to, that all floats are used appropriately in accordance to Policies & Procedures set by Finance. § 确保提供给客人的帐单正确，并正确收款。 Ensures that the guests’ bill are presented and collected accordingly. § 保证具有营销员的态度，并抓住酒店内的一切销售机会。 Ensures a sales attitude is adopted at all times and maintains an awareness of all sales opportunities within the Hotel. § 根据部门运营手册的标准处理所有抵、离店记录。 Handles all arrival and departure records according to the Standards set in the Departmental Operations Manual. § 遵守预先设立的可用房安排及房价控制。 Adheres to pre-set availability and rate controls. § 确保对酒店产品和当地情况的高度了解。 Ensures a high level of product knowledge of hotel and local area. § 按照前厅部的程序维护并最新客人历史记录及市场数据库。 Maintains and updates guest history and marketing database as laid down in Front office procedures. § 确保维持高水平的对客服务。 Ensures a high level of customer service is consistently maintained. § 确保前厅部与其它部门的高度配合。 Ensures a high level of liaison is maintained between Front Office and all other departments within the Hotel. § 确保将任何来自客人或其它部门的反馈及时并准确地汇报给前厅部经理及大堂副理。 Ensures the Front Office Manager or Duty Manager is kept fully aware of any relevant feedback from wither customers or other departments. § 确保高度了解酒店产品知识，以便在机会出现时，宣传/销售客房、餐厅及其它设施/活动。 To be knowledgeable and promotes/ upsells Rooms, Outlets and other facilities/ programmes whenever opportunities arises. § 主动向潜在客人推销金护照计划。 Promotes Gold Passport programme to potential guests whenever possible. § 熟知各种航空公司奖励计划。 To be knowledgeable with the various airline frequent flyer programmes. § 遵守酒店关于前厅部的所有制度。 Complies with all hotel policies relating to Front Office. § 遵守前厅部经理制定的所有系统和程序。 Complies with all systems and procedures as laid down by the Front Office Manager. § 必要时协助预订部的工作。 Assists with reservations whenever necessary. § 及时处理所有收到及发出的邮件、传真、速递物品及留言。 Handles incoming and outgoing mail, faxes, courier mail, and messages in a timely manner. § 需要时处理基本的商务中心服务。 Handles basic Business Centre services when required. § 处理钥匙并确保遵守安全制度。 Handles keys and ensures Security policies are adhered to. § 按制度处理外汇兑换。 Handles foreign exchange according to policies. § 履行收银员的职责；下班时按照定立的标准点齐款项。 Performs cashier functions; balances at the end of the shift according to established standards. § 与行李部配合顺畅处理行李及运输服务。 Liaises with Bell Service for smooth handling of luggage and transport services. § 负责将所收款额分至不同的收入帐项，如洗衣及传真费用。 Is responsible for the posting of all charges brought to the cashiers by different revenue centres, such as laundry and facsimile charges. § 为住店客人兑换外币。 Exchanges foreign currencies to any in-house guest. § 为客人提供信用卡取现服务。 Provides guests with cash advances on their credit card. § 获得散客的信用卡授权密码。 Produces authorisation codes from FIT guests’ credit cards. § 通过每天将登记卡及餐厅帐单存档，保持并检查所有架格。 Maintains and checks all racks by filing registration cards and Outlet checks on a daily basis. § 确保检查所有离店客人的帐单并附上相关的账目单据。 Ensures all master folios due to depart have been checked out and have their respective backups attached. § 根据值班经理的批准，发出小额现金及零用现金。 Responsible for issuing paid-outs and petty cash once Duty Manager’s approval has been received. § 负责登记及发放保险箱。 Responsible for registration and issuing of safety boxes. § 全面了解酒店提供的所有服务。 Has a thorough understanding of all the services offered by the Hotel. § 阅读与前厅部有关的所有通知。 Reads all memos concerning Front Office. § 当班时确保备用金中有足够基金和零钞。 Ensures the general float contains sufficient change and funds while on duty. § 确保在下班时准确及整洁的执行关闭程序，并点清所有账目。 Ensures the correct closing procedures are carried out in an accurate and tidy manner and that all accounts balance before closing. § 确保在下班时备用金没有差错。 Ensures that the float is balanced before finishing the shift. § 当班时确保酒店所有基金和财产的安全。 Ensures security of all hotel funds and properties at times whilst on duty. § 完全了解酒店电脑系统的收银功能。 Has a thorough understanding of all cashiering functions in the Hotel’s computer system.

1、负责前台日常运营管理工作，确保前台服务流程高效顺畅，提升客户满意度； 2、监督并指导前台员工的工作表现，提供必要的培训和指导，确保服务标准的一致性； 3、协调前台与其他部门（如客房、餐饮等）的沟通与协作，确保信息传递准确及时； 4、定期检查前台设备及物资的库存情况，确保工作所需物资充足； 5、协助完成前台相关报表的统计与分析，提出改进建议； 6、执行上级交办的其他工作任务。

【岗位职责】 1、健全各种问讯资料。 2、掌握客房预订情况，向部门经理报告重要团体和客人的订房情况，检查VIP通知单的发送情况，负责VIP接待工作的落实。 3、处理总台工作中的差错，处理宾客有关投诉。 4、负责总台财产、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。 5、检查每日的报表是否有误，并及时纠正。 6、建立体质良好的宾客关系，努力增加客房销售。

The Guest Relations Supervisor ‘s main duty is following hotel standards, responsible for all aspects of the guest relations functions, this includes implementing and maintaining the highest level of services, acting as a role model to the team, supporting the guest relations team’s daily operation, supervising the tasks of cashiers, butlers, office work, lobby traffic etc. Insure department’s SOP is fully implemented. Through a smooth communication and follow-up, to provide a most comfortable experience for our guests. Assisting Guest Relations Manager to manage administrative tasks and support with conducting trainings and monitoring standards, and support the daily tasks assigned by the Guest Relations Manager.

岗位职责： 1、制定前台培训计划，负责对前台员工进行业务培训、督导、考核，不断提高全员的业务水平和服务质量； 2、协助前厅部经理制定下属管理人员目标考核标准，并以月度为单位，为下属领班、员工进行考评； 3、负责完善前台的标准化流程及制度，检查员工仪容仪表，督导员工服务态度及行为举止，控制服务质量； 4、关注VIP、会议团及特殊需求客户，牵头做好相关接待安排； 5、受理宾客投诉，保持对宾客需求的敏锐性，并落实相应服务提升的计划安排。 任职资格： 1、大专以上学历，熟悉掌握前厅各项接待流程； 2、工作经验：2年以上酒店前台管理经验 3、良好的组织管理能力、计划工作能力、培训授课能力、沟通协调能力、分析处理能力、人际沟通能力。