招聘岗位：前厅部经理 任职要求：本科以上学历，25-40岁，多年高端酒店前厅部从业经验，英文熟练，性格开朗，善于交流，熟练掌握国际酒店前台主流系统操作。 项目简介; 由汇智成功房地产集团投资兴建，依托国际酒店管理公司全面管理的的五星级酒店（筹建中），总面积2万平方米，设有216间各式客房，中、西餐厅及宴会厅可同时容纳千人以上宴会接待，会议室，多功能厅，健身房、瑜伽室、大堂吧、洗衣房等配套设施全方位满足客人的需求，酒店位于哈西与群力交汇处，毗邻高铁站、机场主干道及地区商业中心区，地理位置优越，交通便利发达，现开业在即，诚聘行业精英共谋发展。

We are looking for a Director of Guest Experience to join our Guest Experience team.   You can create result with us using your expertise to… - Ensures that team members have the competence, confidence and support to focus on making each guest interaction a pleasurable experience for both parties. - Gives clear, concise directions, provides support and supervises team members to ensure that directions are properly executed. - Establishes a climate of motivation and enthusiasm among your team and contributes to same in the Core Team. - Leads by example, be intimately involved in meeting, greeting and entertaining guests and ensure your team learns from you. - Looks for ways to refine and improve provision of service continually with your team. - Understands our various sources of business and different expectations and has processes in place to deliver appropriate experiences. - Conducts regular brief, concise, well prepared weekly meetings and morning briefings and ensures follow-up. - Ensures that guest statistics and preferences are accurately maintained in Opera and that guest preferences are always acted upon. - Develops ongoing training programmes with People & Culture which focus on the following areas: Confidence and spontaneity, fluent in English, Shanghai/ China knowledge– history, culture and geography, local attractions, restaurants and night spots, HMS Infor (PMS) knowledge. You can go that extra mile by using your skills and qualities including… - Fluent in English - Additional languages such as Cantonese, French, Spanish, Italian or German are beneficial - Knowledge of HMS Infor PMS - China Experience (Culture, Language, PSB related matters, Market) - Strong Communication & Organizational Skills - Financial Management - Operational Skills & Planning - Strong Leadership & Team Spirit

POSITION PURPOSE 职位目标 Director of Rooms is responsible for ensuring hotel provides the highest level of guest service and ensuring that standards are maintained for all positions within the entire Rooms Division. The Director of Rooms will be responsible to guide all sub-departments in achieving hotel strategic directions through continual focus and reference to these strategies and our vision. The Director of Rooms also serves as a resource to the overall operations of the hotel by providing assistance and direction as needed. 房务总监负责确保房务部部所有同事都按照服务标准与程序为客人提供最优质的服务。并通过持续地关注与指导，确保酒店的战略方针及远景规划在房务部的工作范围内得以实现。同时，房务总监也将根据需求为酒店整体的运营策略提供资源和协助。   KEY ROLES & RESPONSIBILITIES 关键角色和职责 Manage the Daily Rooms Operations 管理房务部日常运营 ·Communicate management (Front Office, Butler, Housekeeping, SPA & Recreation, and Engineering) strategy and targets to department heads and line talent and lead the team to achieve the goal(s). 与各部门经理（前厅部、管家部、客房部、水疗和康乐部、工程部）及第一线人才传达管理战略及任务，并带领整个房务部团队达到目标。 ·Manages all operational tasks as well as their respective delegation and follow-up, to ensure the smooth of operation and the highest level of guest satisfaction. 管理房务部所有运营任务以及与之相关的委派与跟进，以确保运营顺畅和客人满意。 ·Coordinate with Revenue Management and Sales to maximize room occupancy, rates and profits. 与收益管理和销售团队协作，最大化酒店入住率、收入和利润。 ·Goes through the Guest Arrival & In House list, share the guest comments and requirement with Rooms Division team and other departments such as F&B, S&M etc., arrange Front Office Manager/Head Butler/Executive Housekeeper to check and follow up the guest require to be completed; to check the VIP rooms daily as well. 每日梳理客人预抵及在店客人信息，与本部门及其他部门如餐饮部、市场销售部等分享；安排前厅部经理、首席管家或行政管家检查跟进客人的要求是否得到落实；并亲自对重要客人的房间进行日常检查。 ·Conduct daily walk through to ensure LQA standards and cleanliness together with all Rooms Division policies and procedures are adhered in front and heart of the house areas. Initiate action to correct a hazardous situation and notify ERT of potential dangers. 进行每日巡视以确保质量标准、卫生标准及所有房务部的政策与程序在前场和后场区域都被遵守和执行，并在发现安全隐患时采取行动并通知危机处置团队。 ·Maintains high visibility with guests and colleagues, ensure that guest and colleague concerns are resolved in a professional and timely manner. 参与部门日常运营，以确保客人或同事的问题能够在最短的时间内以专业的方式得以解决。 ·Monitors and controls inventories for operating equipment and items to ensure par stocks are maintained, to order the replacements within plan. 管理和控制运营设备及物资储存数量的盘点，进行计划性采购。 ·Participates in conducting weekly inspections and ensures physical facilities are kept in operational condition by full implementation of preventive maintenance programs and judicious planning and management of FF& E, as directed. 参与每周的视察确保各项设施的运行状态与定期维护计划相符合，并管理好固定资产。 ·Adhere to and promote the health & safety policies to ensure a safe work environment and knowledgeable safety & emergency procedures for all colleagues. 坚持并推行健康与安全政策，以确保安全的工作环境；同时确保所有同事都熟悉了解并掌握安全及紧急程序。 ·Verifies that all information requested by the local police authorities are adhered to and prepared accurately. 确保由当地执法部门所要求的全部事项都被严格遵守并实行。 ·Maintains ‘Safe Food & Hygiene Standards’ and all information security standards compliance of Rooms Division at 100%. 确保《食品安全与卫生标准》和所有信息安全标准在房务部被百分之百的执行。   Provide Guests’ Experience that Exceed Guests’ Expectations 为客人带来超越期待的入住体验 ·Systematic guest recognition program to ensure guests and particularly those of known repeat guests and other VIPs receive special attention. Visit long staying & regular guests, to build and maintain a good relationship with them. 系统化宾客认知流程以确保对宾客尤其是对常客的认知度，同时保证贵宾得到特殊关注；经常性的拜访长住客和常客，与客人建立良好的关系。 ·Seeks feedback on guest satisfaction from each of the channels, and resolves problems in accordance with our Mission Statement and philosophy of talent empowerment, and conduct case study within the team. 寻求各个渠道上关于客人满意度的反馈，并根据我们的使命宣言和人才赋权的理念来解决问题，并在之后对客人提出的意见或表扬及时与团队成员进行案例分享。 ·Systematizes internal communication channel, to ensure accuracy and efficiency in link of guest needs delivery. 系统化内部沟通渠道，以确保客人需求被准确并高效地满足。 ·Full utilization of PMS/Royal Service Manager/InTouch/iConcierge by analysis Big Data to adjust operational procedures and embrace guest experience. 充分利用各类酒店管理系统和软件进行大数据分析以改进提高宾客体验。 ·Sets short term and long term measurable objectives to continually improve service levels. 为部门设置时效性不同的、可衡量的标准，以达到提升服务水准的目的。 ·To monitor Rooms Division personnel and training to ensure guests receive prompt and courteous services. 有效督导管理房务部人员及培训以确保客人得到最快捷、满意的服务。 ·Liaison between all sub-departments and rest of hotel effective for guest experience. 在房务部与酒店其他部门之间有效的沟通来提高宾客体验。 ·Focuses on the stay experience for ALL members. 致力于提升雅高会员的入住体验。   Management and leadership of the Front Office Team 管理及领导房务部团队 ·Make sure Rooms Division complete Division/Department Target and support hotel target on GOP, LQA, EHC, EES and CR. 确保房务部门完成并协助酒店完成经营毛利润、宾客体验质量，卫生审计, 员工满意度和企业社会责任目标值。 ·Creates an environment that allows colleagues to achieve job fulfillment and provides a path for career development with Brand.  Develops strong teams through active involvement in the operations and through the development and support of a continually evolving team. 为所有同事创造出一个可以完成工作任务并在品牌内得到提升与发展的工作环境。通过积极参与运营以及对同事的支持与发展来建立一个持续进步的团队。 ·Provides guidance and motivation to the Rooms Division Team. Establishes and communicates on a daily basis with the Rooms Division Team. A strong commitment to Colleague Satisfaction. 指引并激励房务团队，与团队建立实时的沟通，并且对人才满意度负责。 ·Supports the Rooms Division team to be consistent in service, use a collaborative, enabling leadership style, have regular team meeting. 通过协作与授权相结合的领导方式，与定期召开部门会议的方法相结合，确保房务部保持始终如一的服务质量。 ·Controls the duty roster for sub departments guaranteeing quality as well as considering the highest personnel cost efficiency. 在保证服务质量的同时，通过对各分部门排班的管控以达到效率最大化的目的。 ·Drafts and evaluate work flows to improve and optimize organization. 对工作流程进行制定和评估以达到优化提升的目的。 ·Recruit, induct and train a Rooms team who are competent and confident to exceed guest expectations. 招聘、任命和培训出一个可胜任且有信心超越客人期待的房务部团队。 ·Creates career development plans for all talents who are either part of the Talent Pool or High Potentials. 为团队中的高潜力人才创建职业发展规划。 ·Use the performance review process to identify and develop talent for growth management performance issues, using a coaching styles. 以辅导的方式，通过绩效评估系统来认知和发展人才。 ·Carry out disciplinary actions in line with hotel procedures. 按照酒店规章制度对不合适的行为采取相应措施。   Involvement as a Member of the Executive Committee 酒店行政委员会职能 ·Assist in the preparation, development and implementation of the Strategic Plan, Marketing Plan, Budget and Goals Program to ensure on an on-going basis optimum guest satisfaction, sales potential and profitability. 参与策略计划、市场计划，预算和目标计划的准备、实施和推进，确保持续的最佳的客户满意度、销售潜力和利润。 ·Involvement in annual budgeting and manning guide process, monitor revenue and responsible for profit & loss. 参与收入预算和人员预算的制定，关注收入并对部门损益负责。 ·Assist in monitoring present and future trends, practices and systems in the hotel industry and determine and ensure execution of competitive programs as directed. 关注酒店行业目前和将来的发展趋势、应用实践和系统使用，确保既定的竞争计划的实施。 ·Maximizes rooms revenue through participating in yield management group meetings and implementing and supporting agreed upon Revenue Management strategies and practices. 通过参与收益管理相关会议，以及支持并执行收益管理战略规划及策略，以达到客房收入最大化的目的。 ·Attend monthly financial related meetings and ensure all accounting procedures are adhered to throughout the division, including monitoring guest balance and city ledger accounts. 参与月度财务相关会议，关注账目信息，以确保所有财务制度在部门内被严格执行。 ·Oversee all labor cost controls within budget limits and occupancy variances to maximize productivity. 通过监督管控人工成本与入住率之间的差异来最大化劳动生产率。 ·Ensure cleanliness and appearance of all guest related areas. 确保所有对客区域的清洁和外观符合品牌标准。 ·Arranges Rooms Division monthly hygiene inspection with Hygiene Manager, collects defects report & submits action plan, to ensure Safe Food & Hygiene Standards be implemented without any compromises. 与卫生经理协调安排房务部月度卫生检查，收集缺陷报告并提交行动计划，以确保食品卫生安全标准被严格地执行和落实。 ·Ensures clear communications with all other department heads. 确保与酒店各部门经理/总监之间的沟通顺畅。 ·Participate in hotel’s Executive on Duty program (if needed). 参与酒店的行政值班（如需）。   PERSONAL ATTRIBUTES 个人品质 ·Strong organizational & leadership skills 优秀的组织能力和领导能力 ·Analytical skills a must combined with creativity and initiative 结合了创造性和主动性的分析能力 ·Excellent interpersonal & communication skills 优秀的人际关系和沟通能力 ·Highly organized, quality and results oriented person 极具计划性，并以质量和结果为导向 ·A passion for perfection 追求完美 ·Service oriented with an eye for details 以服务为导向的敏锐洞察力 ·Confidently able to resolve problems and make decisions 自信的解决问题与决策的能力 ·Good presentation and influencing skills 优秀的表达和影响力 ·Adaptable and flexible and able to embrace and respond to change effectively 适应性强，灵活并能有效地接受和应对变化 ·Effective management style, hands-on and approachable 有效的管理风格，亲力亲为，平易近人 ·Proven effective development of others, great motivator 善于发展他人及卓越的激励能力   QUALIFICATIONS 任职资格 ·Bachelor or similar degree from an accredited college or university with major work in Tourism/Hotel Management as well as sound training and education in the international luxury hotel business management. 酒店管理或相关专业的本科或专科学历，并在国际奢华酒店管理方面进行过良好的培训和教育 ·Minimum five (5) years relevant experience in a managerial position of Front Office/Housekeeping or minimum three (3) years relevant experience in a similar position of Rooms Division in a renown international hotel brand 在知名国际酒店内从事至少五年前厅/客房管理岗位或至少三年房务部类似岗位的经验 ·Bilingual in Mandarin and English 优秀的中英文听说读写能力 ·PMS & Office software knowledge 熟悉并掌握Opera酒店管理系统及各类办公软件 ·Budgeting and P&L experiences 熟悉预算制定和管控损益 ·Understanding of Revenue Management processes 了解收益管理 ·How to manage guest experience, understands and can use reporting RPS, etc. 了解如何管理宾客体验系统，并可熟练使用报表工具对其进行分析

岗位职责 1、制定和实施房务部的运行计划、预算计划。 2、优化房务部的管理体系。下达房务部的运行管理目标、 3、全面控制部门的管理费用、固定费用和变动费用，节约开支。 4、定时查阅各部门的工作日记和每周总结汇报，督查各部门的工作进度及时发现问题，纠正偏差，作出处理。 5、对本部门的安全、消防、卫生工作负责，及时掌握新的规范、条例。因地制宜的实施好各种防范工作。 6、 熟悉本部门经营范围内的经营管理和行政管理知识，了解与商业、酒店等经营有关的法律法规知识。 岗位要求 1、5年以上，五星级酒店所属区域管理经验，5年以上所属职务经验。 2、形象气质良好。 3、至少部门经理以上职务参与过一家X星以上酒店的全程筹备经验，具备筹备开业经验。 4、了解熟悉客人的消费心理关注客户需求。 5、全面负责房务部的运营、管理及使客房利益最大化。 6、具有良好的沟通技巧和对客沟通能力，和超前的创新意识、营销思路和丰富的房务管理经验。

岗位职责： 1.协助负责确保前厅部团队提供高效，符合品牌标准的优质服务。 2.与客人沟通持续完善服务质量。 3.高效处理客人的意见和建议。 4.带领团队提高宾客满意度。 5.开展部门培训。 6.支持与参与酒店消防应急及保安项目。 岗位要求： 1.拥有酒店管理岗位相关经验。 2.良好的英语运用能力。 3.思维敏捷，良好的沟通和抗压能力。

1.Adventurous and spontaneous 2.Outgoing and people-oriented personality 3.Good command of both spoken and written English 4.Effective interpersonal skills and a great team player 5.Relevant experience or a real passion to learn                                           6.Has strong responsibility 1.敢做敢为的、 积极主动、 富于激情的。        2.性格开朗、富有朝气、 有个性的。             3.流利的英文口语和书写表达能力。              4.良好的人际交往能力和团队合作意识。          5.乐于学习或接受新事物。                          6.有很强的工作责任心。

·         Ensure correct fapiao handling as per Finance department & government requirement. ·         Responsible for the "house bank" and ensure all cashiering procedures are fully followed and executed by the team in accordance to company's policies and procedures. ·         Responsible for the safe deposit boxes usage and checking. ·         Maintain all departmental assets including equipment repairs and maintenance. ·         Ensure all contract with service provider is reviewed before expired. ·         Work closely with Finance in monitoring guest's credit status for Sangha bills. ·         Constantly review the demand and guest needs of services and ensure our prices and services are strategically positioned in the market. Control costs and be knowledgeable on all monthly and annual targets as well as expenses. Be always creative, positive and proactive in recommending ways of achieving better business result. ·           Assists senior management team in budget planning on Capital Expenditure related to Wellness Concierge team. ·           To increase guest engagement by interacting with guests as much as possible, to ascertain preferences, dislikes and overall Wellness experiences, as well as to drive the guest satisfaction score of the retreat. ·           To create strategies that achieve the KPIs of the department. ·           To ensure that all suites and rooms blocked for arrival are prepared on time prior guest arrival. ·           To monitor the effective and consistent recording by the team, guest preferences, like and dislikes, and to track it in guest profile system. Where necessary provide training to ensure effective compliance. ·           Coordinate activities with other Retreat departments in order to facilitate increased levels of communication and ultimately higher guest satisfaction. To provide professional and high-quality service to meet guest's expectation in accordance with Octave and Sangha brand standards, concepts and brand values. ·           To manage and supervise entire Wellness Concierge Team whilst being a role model to the team and setting the exemplary example of living a life aligned to Octaves philosophy, core principles and values. ·           Maintain high quality services in all areas within entire SANGHA by Octave area. ·           To handle guest enquiries and resolve complaints and problems. ·           To anticipate issues and resolve these before they become problematic. ·           Ensure the quality and consistency of standard and to train the Wellness Concierge team members on constant improvement. ·           To regularly inspect the quality of service provided by all Wellness Concierge team members, and to ensure that all services are delivered exceed the standard and guest expectation ·           To share with other Heads of Departments guest feedback ·           To take appropriate action to resolve any service issues ·           Responsible to arrange all Wellness Programs, LHC, Spa Menu and Membership training to all team members to ensure each of team member is able provide professional reservation, product inquire and onsite service to guests. ·           Responsible to ensure all team members are able to upsell wellness programs, spa treatments, fitness courses, clinic products and retail products. ·           To maintain appropriate knowledge about local area, events happening in Suzhou. ·           To monitor the Operating Equipment inventory. ·           Check Wellness Concierge team members' grooming in accordance with Retreat standard. ·           Work closely with Engineering and Housekeeping to ensure correct room status always adhere to Retreat cleaning and maintenance program. ·           To handle any DND room within 24 hours. ·           To live and to support the implementation of Octave Core Values. ·           Ensure all arriving guests are being escorted to room with in-room check-in and orientation services, all guests arrive by limousine are meet and greet at curbside. ·           Responsible for the overall administration of the department including all outgoing correspondences and reports. Ensure all inquiries received via email or by fax are responded to within 12 hours. ·           Ensure the Operator and Reservations duties are well performed by Wellness Concierge team whenever required. ·           Ensure all wake-up call requests are followed by the team without any delay or mistake and will be delivered in a pleasant and clear voice. ·           To ensure all incoming calls, from guest, outside line or internal colleagues, are answered by the team within 3 rings, ask permission before putting on hold and taking ownership of guest needs so they do not have to repeat themselves again upon the line is connected/ transferred. ·           Monitor data input standards by colleagues to ensure guest database (HMS and PSB) is maintained at the highest standard. ·           Ensure all messages and parcels are handled in accordance with PnP and all fragile items and computers (e.g. notebook/ netbook/ iPad) are stored safely/ handled with special care. ·           Closely monitor luggage (arrival, departure, storage, hold for collection) and parcel/ mails handling (outgoing and incoming) and ensure the team follow relevant policy and procedure. ·           Closely monitor the team's handling of luggage to ensure all luggage deposited by guests for temporary storage are locked with a rope before it is being safely transferred to a designated storeroom/guest room. ·           Take a leading role in any system downtime situation (HMS) and be acknowledgeable to manage the operations (e.g. check-in, check-out, room assignment, collecting payment, posting etc.) by providing strong leadership to the team to ensure guest satisfaction is still being highly maintained during the system downtime. ·           Technical Wellness Concierge knowledge, F&B knowledge, Housekeeping knowledge, Wellness knowledge, computer skill, PMS system, Hotsos system, Middleware system etc. ·           Accountable for the key card system and ensure employee key cards are handled in accordance with company's policies and procedures. Closely monitor and follow up with IT / Engineering on any key lock and/ or key card malfunctioning cases. ·           Overseeing the execution of Frequent Flyer Program at Wellness Concierge including but not limited to, response to guest inquiries, retro-claim, data export etc. ·           Relieve Duty Manager's duty whenever required. ·           Ensure instructions from senior management is being conveyed and followed through. Carry out other ad hoc tasks and duties as required by senior management. ·           Take initiative and act professionally to ensure tasks are completed. ·           Exhibit and encourage high performance standards for themselves and others. ·           Able to develop and maintain excellent credibility with co-workers and subordinates by demonstrating complete consistency between words and actions, in all aspects of behavior. ·           Effectively identify & anticipate guest needs & Handle challenging situations with guests diplomatically. ·           Exceeding guest expectations regarding both in quality and service. ·           Positively influence co-workers to accept & execute new standard or changes immediately and effectively. ·           Regularly keep manager up to date on relevant activities. ·           Take action to ensure overall success of department CHESS (Community, Health, Environment, Safety, Security) ·           Log security incidents and accidents in accordance with hotel requirements. ·           Chair departmental daily briefing, monthly team meeting, departmental meeting and/ or other meetings upon request by superior. ·           Ensure front-of-house counters and back-of-house spaces always clean, organized and tidy. ·           Accountable and fully responsible for the PSB data export and the data entry by the team. Ensure daily reports are prepared and distributed as scheduled. ·           Ensure all daily data entry send to PSB is accurate and in a timely manner. ·           Ensure all departmental keys are handled in accordance with key management policy. Ensure all long-term storage is checked and followed up as per Sangha PnP.

1.按照希尔顿集团标准制定和实施房务部的规章制度、运行计划、预算计划并贯彻执。 2.优化客房部、前厅部的管理体系。完成房务部的运行管理目标。 3.全面控制部门的管理费用、固定费用和变动费用，节约开支。 4.定时查阅各部门的工作，督查各部门的工作进度及时发现问题，纠正偏差，作出处理。 5.对本部门的安全、消防、卫生工作负责，及时掌握新的规范、条例。因地制宜的实施好各种防范工作。 6.熟悉本部门经营范围内的经营管理和行政管理知识，了解与商业、酒店等经营有关的法律法规知识。 7.负责培训及监督管理部门所有人员。 岗位要求 1.大专及以上学历，2年以上国际连锁五星级酒店同等职位工作经验。 3.流利的英文表达能力，会其他外语更佳。 4.具有良好的沟通技巧和对客沟通能力，以及团队管理及组织能力。

工作职责： 1. 负责湖滨城/湖滨1号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. 负责发展湖滨城/湖滨1号关键岗位继任者，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. 整体湖滨城/湖滨1号所有分部的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 4. 筹备并开业艺术中心 1）标准操作流程的制定和审核 2）筹备硬件（包括但是不限于办公设备，对客设备）等的设置妥当 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，3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。

MAJOR FUNCTION 主要功能 : To supervise the front desk, bellstaff, concierge team, guest relations/guest services, executive lounge and AYS to strive towards total guest satisfaction.  Ensure that all associates are adhering to all hotel policies, standards, procedures and regulations. Needs to be able to perform in all front office functions.  Total responsibility for hiring, training and development of all associates working for the front office and AYS.  Assist the director of rooms and resident manager in all areas to ensure smooth operations. Strives to continually improve guest and associate satisfaction and maximize the financial performance of the department.  

工作职责： * 热心关注每位雍华府客人之所需所想以提供桌越的个性化服务 * 确保所有设备均保养良好，人员以正确程序操作设备，使营运高效，同时保护酒店持有人资产 * 按部门既定标准及守则，预备客人将入住之房间，并提供服务予留宿之客人。彻底测试及检查房间及其设备，发现问题时立即向酒店房务部及设施管理部报告 * 提供各种管家服务，包括（但不限于）行李送收，行李装集，提供小食及饮品，客房餐饮落单，送餐和收餐服务，客人洗衣及熨衣运送，客用品及设备运送，报纸送递，擦鞋服务，迷你吧补充，衣橱整理及其他行政服务; 接听客人来电，并与团队或其他部门沟通，为客人提供所需服务

1、Responsible for the entire operation, staffing and equipment of the Front Office. 负责前厅的日常运行工作，员工配置及设备保养。 2、Delegates and supervises all Managerial staff within the Department and assist them in preparing work schedules. 监督前厅管理层职员的日常工作，开展对话，帮助他们准备工作计划。 3、Conforms to and enforces policies, procedures, rules and regulations as laid down by Sofitel and the Hotel in order to achieve the highest levels of uniformity and guest service. 按照索菲特的管理规定开展工作，做到规范服务一体化.。 4、Performs special duties as required by the Director of Rooms. 完成临时由房务总监安排的其它任务。 5、Prepares weekly staffing schedules, monitors staff attendance and assist in planning work schedules. 准备每周工作计划,检查员工的出勤情况，帮助他们准备工作计划。 6、Controls and verify occupancy forecasts and keep the Director of Rooms fully aware of the availability situation in the Hotel, especially when approaching full house. 预计开房率，将用房情况汇报给房务总监，尤其是客房率接近100%时。 7、Smart rostering according occupancy request to maintain general service is well coved to the hotel guest. 根据酒店生意情况合理安排工作人员，保证服务标准。 8、Team building organized base on the period basic to maintain whole Front Office team does have the good moral 负责组织团队建设，保证前厅部员工工作士气。 9、Front Office Up-sell program implementing in maximize hotel revenue. 实施前厅部增销计划从而达到酒店收入最大化。 10、Maintains a Hotel log books on incidents, complaints etc. and refer them, if required to the appropriate department for follow up action. Personally assistant in handling hotel incident & accident. 准备一本工作日志，记下事故和客人投诉，以便相关部门跟踪解决问题。亲自参与酒店突发事件处理。 11、Conducts regular operational meetings to review, monitor, adjust and upgrade the performance of the Front Office as a whole, explaining new directions and policies and procedures at the same time. 组织前厅的常规工作会议，回顾总结调整前厅部的工作情况,传达新的工作指示和安排。 12、Prepares the annual capital and operating budgets for the Department in conjunction and ensure departmental expenditure is kept within budget by presenting the P & L for the Department to the Financial Controller on a monthly basis. 准备年度资金预算，将每个月的盈利及损失情况上报财务总监，确保部门消耗控制在成本以内。 13、Pays special attention to the proper upkeep of the Hotel, especially of the front desk, the hallways and the lobby. 注意酒店前台，大堂等处的维修保养。 14、In collaboration with the Director Of Engineer, keeps himself/herself informed about security and safety matters in the Hotel (fire instructions, etc…) 协助工程总监，熟知酒店安全设施情况（火警指示等）。 15、Makes sure to be called upon to receive VIPs persons, personally involved into check-ins and check-outs of VIPs. 要求亲自接待重要客户。 16、Participates in person in certain occasions: especially in group reception and in the organization of special events held at the Hotel. 在特定情况下亲自参与：尤其是团体接待及在酒店组织特别活动的团体游客。 17、Is responsible for the atmosphere and the decoration of the lobby and the reception. 负责大堂及前台的气氛调节及装饰情况。 18、Meets in persons all complaining customers to attempt to regain their business ; replies in writing to complaints when required. 亲自接待投诉客户并全力赢得客户信任：如有需要，须书面回复客户投诉。 19、Keeps himself/herself informed of competitive prices and transmits this information regularly to the Director of Rooms. 了解具有竞争力的市场价格并定期向房务总监汇报。 20、Handles and resolves all guest queries and complaints in an efficient manner and to establish an amicable relationship with all clients, customers and guests of the Hotel. 积极热情地解答客人的疑问，处理客人投诉，和客户建立良好的关系。 21、Through close supervision recommends improvements and changes to the operation of the Front Office, especially concerning creating better service standards, increasing revenue and reducing costs. 监督前厅部的工作，就如何提高服务水平及质量，增加酒店盈利，降低成本等方面提出好的合理化方法。

岗位职责 1、设立的目标 2、训练有潜力的员工，提高他们的工作能力。 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、为顾客提供热情服务，让他们立刻有回家的感觉 5、将客人送至客房，介绍客房布局，确保行李及时寄存等。 6、采取必要行动，及时有效的处理顾客的不满。回访客人，确保客人对解决方法满意。 7、维护顾客档案和信息，确保有效的预定。 8、征询客人的反馈和评价，以提高服务质量，预防事故发生。 9、和销售，预定和商业发展团队共同为客人提供服务 10、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。 11、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   12、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 13、遵循酒店品牌标准 14、与餐饮部，客房部，工程部等进行有效的联络

- Assist in guest check-in/out and enquiries. - Engage Guests in conversation and provide general assistance. - Manage, record, and resolve promptly all guest complaints. - Meet and greet VIP Guests and major corporate clients upon arrival. - Coordinate the services and special facilities provided to long-stay guests. - Understand all credit procedures and ensure they are applied. - Stay current with all hotel products, services, policies and emergency procedures. - Monitor guest feedback reports and implement actions to improve results. - Handle, record and follow up with management issues or emergency cases. - Act as Front Office in charge when Front Office Manager is absent.

   实时关注文旅及酒店行业动态通过研究市场及客户需求结合酒店特色打造元开酒店产品手册    通过元开酒店运营定位及管理核心为抓手总部赋能地方落地的方式进行运营赋能共同推动以酒店为核心的线上+线下运营产品打造实现运营期项目运营管理效能、服务品质的提升    建搭与管理公司各职能部门的沟通渠道及沟通机制借力营销、电商、企划等部门帮助酒店拓展销售渠道提升酒店品牌效益    完成对运营期酒店的定期运营品质检查督办销项    督办对接酒店产品及活动的落地执行

JOB OVERVIEW 职位概述   Manage all aspects of the front office (for example guest registration, porter services, business centre, telephone services, concierge services, and guest reservations) to deliver a guest experience that is unique and brings the brand to life. 主管前厅所有方面事务（如：客人入住登记、行李搬运、商务中心、总机服务、礼宾服务和宾客预订），为宾客提供独特的体验，赋品牌以生命。   At Kimpton Hotels & Restaurants® we want make a different way to stay, which means we need you to: 在金普顿酒店及餐厅®，我们希望缔造与众不同的入住体验，这意味我们需要你：   Be yourself with attitude,To make a positive difference 用态度秀出真我，带来积极的影响 Leading yourself with confidence,To have the knowledge and skill to perform your role 用自信进无止境，让知识和技能为你的角色赋能 Make it count with listening,To find out what your guests want and  need 用倾听缔造非凡，发现客人的需求 Make it count with responsiveness,To provide guests with what they need 用责任缔造非凡，满足客人的需求       DUTIES AND RESPONSIBILITIES工作职责 FINANCIAL RETURNS: 财务回报 Participate in the preparation of the annual departmental operating budget and financial plans. Monitor budget and control labour costs and expenses with a focus on rate strategy, building initiatives and inventory management. 参与准备部门年度预算与财务计划。重点通过房价策略、筑房启动和排房管理，监控预算和控制人力成本和各项费用。 Oversee night audit function and preparation of daily financial reports. 监管夜审工作并准备每日财务报告。 Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk. 开发各种计划，通过前台过路客管理和增销从而提高客房出租率和平均每日房价。   PEOPLE: 员工团队 Manage day-to-day staffing requirements, plan and assign work, and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to help manage conflict and improve team member performance. 处理员工日常事务，计划并分配工作，为每个员工设定工作绩效目标。为员工提供教导、辅导并给予定期反馈，协助解决各种员工矛盾，提高员工绩效。 Educate and train team members in compliance with federal, state and local laws and safety regulations. Ensure staff is properly trained and has the tools and equipment to carry out job duties. 对全体员工实施教育与培训，确保所有工作符合国家、各省市与地方的法律和安全法规。确保为员工提供适当的培训，保证为他们配备完成工作所需的各种工具和设备。 Ensure staff is properly trained on systems, security and cash handling procedures, and service and quality standards. 确保员工获得与操作系统、安全、现金处理流程、服务和标准有关的恰当培训。  

岗位职责 1、制订前厅部各项规章制度和工作计划、费用控制，并组织落实； 2、最大限度地提高客房收入，参与制订有关客房销售的预算和预报； 3、向总经理提出有利于客房销售的各项建议，并提供信息反馈； 4、定期召开前厅部主管级例会，听取汇报布置工作，解决工作难题，协调各岗位之间出现的工作矛盾； 5、负责日常的质量管理工作。经常检查和督促本部门的工作人员，严格按照服务规程及质量要求，实行规范服务，保持高质量的服务水平； 6、检查每天的有关报表，掌握客房预订情况和旅客抵离的数量，安排重要客人的住宿和迎送； 7、负责督促本部门员工业务培训计划，检查落实情况，提高员工业务素质； 8、关心员工的生活，做好思想政治工作，抓好部门文明建设，管理好本部员工； 9、定期对员工进行绩效评估，按照奖惩制度实施奖惩； 10、完成酒店领导下达的其它工作指令。 岗位要求 1、大专及以上学历，有3年以上四星级酒店及以上同岗位工作经验。 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，熟悉酒店运营流程。 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。

W Insider 时讯达人

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、大专及以上学历，有同岗位工作经验2年以上。 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。

房务部部门经理以上工作经验； 熟悉万豪集团的项目（GV，Marriott Bonvoy, GXP,CTC,BSA等）； 有培训师认证； 注重细节，有高要求，逻辑思维清楚。

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，有同岗位工作经验1年以上。 2.熟悉酒店前厅的经营管理工作，精通Opera系统，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 · 负责整个前厅部的运营及管理工作。 · 掌握部门的希尔顿品牌标准的详细内容。 · 以明确地态度、正确的对待和处理客人投诉及反馈意见，跟进并向营运总监报告，并从中学习。 · 有能力向团队解释标准的要求，同时给各个团队成员个人进行相关的专业的工作技巧培训并完全培训检查表。 · 监督各个标准的执行情况，定期的对各个标准进行回顾检查。 · 执行和发展行动计划，在影响对客服务之前，完善和识别标准要求里面的不足之处。 · 参与每个分部门的面试和制定有效的招聘政策，针对工作技巧和团队成员态度对面试结果做出决定。 · 展示及发挥你的积极的领导力，鼓励团队成员努力达到和超越标准的要求。 · 描述、分配和分派工作任务，永远以部门的营运要求为依据。 岗位要求 · 较强的沟通技巧,具有较强的组织协调能力。 · 较强的团队合作意识。 · 强烈的责任感及自我激励能力。 · 有耐心，高度责任感并且积极的应对各种问题。 · 所有团队成员保持良好关系。 · 能够承受工作压力。 · 能熟练操作电脑系统，熟悉ONQ系统者优先。 · 流利的英语口语和书面表达。

1.负责酒店前厅部的接待和管理工作； 2.制定计划，提高前厅部对客服务水平，使客房达到最高出租率，获取最佳的客房收入； 3.参与准备部门年度预算和财务计划，监控预算，控制人力成本和各项费用； 4.督导下属部门经理、主管，委派工作任务，明确岗位责任，随时调整工作部署； 5.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； 6.确保为员工提供适当的培训，保证为他们配备完成工作所需的各种工具和设备； 7.保持良好的客际关系，能独立有效地处理宾客投诉，不断提升宾客满意度； 8.协助酒店与更高一级领导处理突发事件。 岗位要求 1.至少三年以上前厅或宾客体验工作经验，有同等职位工作经验优先考虑； 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.优秀的表达能力，英语对话流利，能同时使用其它语言者优先； 4.有较强的组织、协调、激励、培训和管理能力，具有一定的销售能力； 5.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 · 掌握部门的希尔顿品牌标准的详细内容。 · 积极主动的面对客人，协助他们接近合理的需求，培训所有团队成员提前预知客人要求。 · 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。 · 积极地和客房部沟通，对于一些住客的会议团队，积极有效地和旅行社保持联系，以确保团队领队在到达时能享受特殊的优质服务。 · 描述、分配和分派工作任务，永远以部门的营运要求为依据。 · 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。 · 保持良好的客际关系，能独立有效地处理宾客投诉。 · 在和营运总监沟通的前提下，制定且贯彻实施促销行动和团队成员激励活动。 我们寻找什么样的人才? 希尔顿前厅部经理始终要以宾客的利益为重并与其他团队成员密切合作。若要成功地应聘这一职位，您的态度、行为、技能和价值观应符合下列标准: · 较强的沟通技巧和组织协调能力 · 较强的团队合作意识。 · 强烈的责任感及自我激励能力。 · 有耐心，高度责任感并且积极的应对各种问题。 · 所有团队成员保持良好关系。 · 能够承受工作压力.   · 能熟练操作电脑系统。 · 流利的英语口语和书面表达。