Position Overview 岗位概述：
The Culturist Assistant Manager is responsible for Assist Culturist Manager to leading and managing the team of local culture and heritage experts, the Capella Culturists, to provide flawless and luxury personalised service to all guests. The Manager also assists to oversee the Front Office operations.
助理文旅官经理负责协助嘉佩乐文旅官经理带领并管理酒店文化大使团队（本地文化与民俗专家），为宾客提供高品质、零差错的专属尊享服务。
The Role 岗位职责：
o Provide inspirational leadership with a clear vision and direction to team members to ensure delivery of the Capella brand values and vision, to create an amazing experience for all guests and colleagues.
o 以清晰的目标与方向引领团队，践行嘉佩乐品牌理念，为宾客与员工打造优质体验。
o Oversees and manages the daily operations of the Culturists and ensures that all team members comply with service standards, departmental policies and operating procedures set by the hotel.
o 统筹管理文化大使团队日常工作，督促员工严格遵守酒店服务标准、部门规章及操作流程。
o Ensures and provides flawless, upscale, professional and high-class guest service experiences as a role model of culture and heritage experts to all guests.
o 以身作则，为宾客提供周到、高端、专业的服务，树立文化服务标杆。
o Build strong relations with all guests, noting special attention to the hotel’s VIPs and return guests to ensure long lasting guest loyalty.
o 维护良好客情，重点关注贵宾与回头客，培养宾客忠诚度。
o Handling complaints and resolving service ‘Glitches’, keep a record of all feedbacks under the appropriate system. Ensures that the issues are resolved in a timely manner to guests’ satisfaction.
o 处理宾客投诉与服务问题，按要求登记各类意见反馈，及时整改直至宾客满意。
o Report any issue or damages and breakdowns within working areas and the hotel to ensure a defect-free facilities and service amenities provided.
o 及时上报工作区域内的设施故障、损坏等问题，保障设施正常使用。
o Assists the higher management in updating the Standard Operating Procedures in accordance to the hotel standards and business level by suggesting improvements to improve efficiency of work and performance.
o 结合酒店标准与经营情况，协助管理层优化更新标准作业流程，提升工作效率与服务品质。
o Monitor daily bookings, ensure room assignment and room readiness prior to guest arrival. Ensure special guests (e.g. disabled, elderly, children, special occasion and VIPs) receive a proper special attention services and all guests are promptly greeted upon arrival.
o 核查每日预订信息，在宾客抵店前完成客房分配与准备工作。为残障人士、长者、儿童、活动宾客及贵宾提供专属服务，做到及时迎送。
o Oversee personalized check-in and personalize check-out procedures, including reservations and financial transactions.
o 监管个性化入住、退房全流程，涵盖预订对接及账务结算等工作。
o Be the champion of the hotel’s offerings and local city’s culture and heritage by supervising and training team members on Concierge service including but not limiting to recommending and arranging reservations for dining, attractions and Capella Curates.
o 推广酒店特色服务与本地人文风情，开展礼宾服务培训，负责餐饮、景点及酒店定制体验项目的推荐与预约统筹。
o Network and build relations with external service provides (e.g. of popular attractions, bars and restaurants) to deliver highest level of guest experience on behalf of the hotel.
o 对接景点、餐吧等外部合作方，搭建良好合作关系，为宾客提供高品质外部服务。
o Maintain an up to date knowledge of the hotel daily services, activities, promotion, and event. Effectively communicate and update all team members on any changes to ensure guests receive up-to-date information.
o 实时掌握酒店日常服务、活动、促销动态，及时同步团队，确保为宾客提供准确信息。
o Coordinate with Training Managers on standard testing, identify trainings needs and provide guidance to improve team members’ performance.
o 配合培训经理开展技能考核，梳理培训需求，指导员工提升业务能力。
o Mentor and guide individual team members’ growth and identify short to long-term goals to achieve and ensure high colleague engagement and welfare.
o 辅导员工职业发展，制定短期及长期工作目标，关注员工状态与福利。
o Ensure all team members recognizes the importance of LQA and Forbes standards as to deliver excellent audit and service performance.
o 要求全员重视酒店品质评估与福布斯服务标准，保障考核与服务质量达标。
o Analyze guest feedback from direct feedback, comment card or any online reviews and providing strategic direction to continuously improve overall rating.
o 梳理当面反馈、意见卡及线上评价等宾客留言，制定优化方案，持续提升酒店评分。
o Effectively communicate and liaise with all departments to provide an overall comfortable guest experience.
o 与各部门保持高效沟通协作，合力打造全方位舒适的入住体验。
o Foster a positive working environment for all team members and check in regularly to ensure team members satisfaction and maintain strong working relationships within the. Give praises and encouragements for good performances.
o 营造积极的团队氛围，定期关注员工状态，维系团队凝聚力，对优秀表现予以表彰鼓励。
o Empower team members to take ownership and responsibility in going beyond to exceed guest expectations. Delegate responsibility and expect accountability and regular feedback.
o 充分授权员工，鼓励主动服务、超越宾客期待；合理分配工作，落实岗位责任并收集工作反馈。
o Create and provide suggestions of new Capella Curates program to enhance the hotel’s signature service.
o 策划并提出全新酒店定制体验方案，丰富酒店特色服务内容。
o Monitor performances team members and provide effective performance feedback for improvements, recognition and performance appraisal as due.
o 监督员工工作表现，给出针对性改进意见，落实绩效评估与奖惩工作。
o Drive high quality and consistency in standards to achieve mission, vision and goals set by the hotel.
o 严控服务标准的稳定性与品质，助力完成酒店经营目标。
o Ensure strict compliance to workplace health and safety standards set by the hotel.
o 严格执行酒店各项职场健康与安全规范。
Talent Profile 能力&技能需求：
o Excellent interpersonal skills with personable character, good at cultivating strong guest relations
出色的人际交往能力，形象气质佳，善于维护良好客情关系。
o Very good command of spoken and written English
流利的英语口语及书面表达能力。
o Knowledge in Property Management System (e.g. OPERA)
熟悉酒店物业管理系统（如 OPERA）。
o Competent computing skills (e.g. Microsoft Office)
熟练使用办公软件（如 Microsoft Office）。
o First aid, emergency procedure and fire safety training skills
持有急救、应急处理及消防安全培训证书等。
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