·
Manage and supervise all tasks of
his/her staff to ensure guests receive prompt, cordial
attention and personal recognition
监管下属工作,确保员工精神饱满、态度热忱且能熟识客人
·
Communicate with Head Butler and or
Villa Manager on all matters regarding guest
services & hotel operations
向首席管家或别墅经理汇报酒店日常运作的所有工作
·
Be responsible for a smooth operation at
the club. Making guests feeling comfort, warmth and care throughout their stay.
负责龙阁的正常运作,确保所有入住客人在酒店始终感受到温馨舒适的关怀
·
Provide supervision by proactive,
interactive and reactive leadership allowing each member of the club team to
completely satisfy our clients.
工作具有预见性,氛围默契,与同事保持交流,使龙阁的每一位员工都能为客人提供满意的服务
·
Assist the team to achieve Club goals by consistently making improvement of the club
operations.
改善龙阁的运作,协助同事,为实现龙阁的目标贡献力量
·
Maximize the Club revenue and maintain
all the expense to ensure it’s in the line with budget.
使龙阁的利润最大化,并确保按预算计划支出
·
Create and maintain a friendly working
environment both with the Club and other department.
使龙阁与其他部门之间形成友好的共事氛围
·
Striving for continuous improvement in good
presentations and cutting edge service styles, to be the forerunner in
innovation of style and excellence. Build a leading service in Hainan hospitality.
不断努力改善培训和服务方式,具有创新精神,提供最优质服务,建设一支海南标志性服务团队.
·
Support and
direct departmental trainer and supervisors, ensuring consistent development
and training are delivered to all team members based on individual needs.
支持部门培训师和主管的工作,从员工实际出发确保培训成果
·
Maintain high disciplinary level in
compliance to Raffles service standards.
员工培训应与莱佛士服务的高标准保持一致
·
Ensure that Club team is knowledgeable
of all Hotel products and services, and that they are recommended and offered
to our guests and visitors.
确保龙阁的所有员工熟知酒店产品和服务,并能向住店和参观的客人推荐
·
Ensure that Club team member understand,
and practice the Club Service Standard.
确保龙阁的所有员工熟记且能熟练操作龙阁的服务标准
·
Ensure that Club team member has a
thorough knowledge of facilities and activities available in Sanya/Hainan and
to maintain a file for reference.
确保龙阁的所有员工熟悉三亚乃至全海南的活动、设施,建立具参考价值的资料信息库
·
Establish good rapport with restaurants
and tour operations so that our guests receive personal service all over the
city
与酒店外餐馆和旅游出行公司建立良好合作关系,确保我们的客人在全市范围内均能享受到独特的个性化服务
·
Maintain a daily log of
events and Guest Incident Action report to bring any problems to the attention
of the Villa Manager/Head Butler if
necessary
管理日常事件记录本,在必要的情况下须将客人事件簿上的问题汇报给首席贴身管家或别墅经理
·
Ensure that all departments are fully
acquainted with The Club service
确保其他所有部门均熟悉龙阁提供的服务
·
Full understanding of the standards and
procedures of the following departments: Front Office, Housekeeping, and
F&B.
熟知前厅部、客房部和餐饮部的工作流程
·
Efficient and effective
inter-departmental communication to promote a climate of teamwork and
motivation must be carried out via daily briefing, notice board, coaching and
counseling.
交班会、通知栏和指导问询等部门内部的交流方式能营造高能实效的沟通氛围
·
Co-work with the Club chef’s team and
stewarding team to achieve an extremely high service standard to all club
guests by a smooth internal communication and partnership.
与龙阁厨房和管事部通力合作,确保内部交流畅通友好,一起为龙阁客人提供高水准的服务
·
Ensures full knowledge of
guest comments card feed back, initiate action plans and acts accordingly in
order to meet and exceed our guests’ expectations.
清楚客人在意见卡上反馈的信息从实际出发,设法使客人完全满意
·
Build up strong relations with our
guests to encourage their feedback and return and
to provide effective support to our team.
与客人建立稳固联系,主动获得客人反馈,为本团队提供实际有效的帮助
·
Handles and follows up comments,
inquiries and guest complaints from Guest Incident Action and ensures they are
dealt with until full guest satisfaction is reached and exceeded.
处理和跟进客人意见、问询和投诉,确保处理结果使客人完全满意
·
Ensures grooming and
appearance standards are maintained throughout the department displaying a
professional image to our guests
确保本部门员工按照酒店规定着装,向客人展现专业形象
·
Welcomes and greets our guests and
visitors and bids fond farewell to promote a climate of warmth and care.
热烈欢送住店客人和参观客人,营造热情关怀的氛围
·
Strengthen the name recognition to
ensure all club guests will be treat as an individual.
熟记客人姓名,确保所有龙阁客人都能享受到独特的个性服务
·
Encourages feedback and preference
collection of our guests, updates and maintains guest history records enabling
us to anticipate the needs of our guests.
主动收集客人的反馈和喜好信息,更新、管理客人历史信息,客史信息能使酒店预知客人需求
·
Co-ordinates alternative
guests accommodation whenever necessary and follow up until guests are
fully satisfied.
需要时,协助换房并保持跟进直到客人完全满意
·
Attends resume meeting,
pre-come meeting.
参加班前会、次日抵店客人沟通会议
·
Monitors the cleanliness and maintains
the ambience of the Club House at all times. The focus is on keeping the Lounge
immaculate and perfect to give a good impression to every guest that visits the
Lounge.
时刻检查龙阁的卫生清洁度和布景。尤其是保持龙阁大堂整洁,给每位路径大堂的客人留下良好印象
·
Monitor Weekly Duty Roster
监管每周值班表
·
Update the Annual Leave Plan
时刻更新年假计划安排表
·
Monitor daily Occupancy report
负责每日入住率报表
·
Update monthly Club food &beverage
cost report
制作龙阁餐饮每月成本报表
PERSONAL
ATTRIBUTES个人特质
·
Good organizational skills
良好的组织能力
·
Good level of engagement with residents
良好的团队合作能力
·
Ability to manage a multi-cultural
workforce
具备管理多元文化背景员工的能力
·
Excellent leadership & communication
skills
杰出的领导才能和沟通技巧。
·
Display high levels of integrity,
dedication and support for continuous improvement
能不断提升自己、忠实、讲究奉献
·
Flexible management style to meet the
challenges of a changing work environment
管理灵活多变,能适应工作环境变化带来的挑战
·
Good knowledge of the entire Front
Office, Housekeeping and Food and Beverage Operations
熟知前厅部、客房部和餐饮的工作流程。
·
Must be a self-starter, coach &
mentor who can motivate the Team to perform their best
必须工作积极主动, 能激励和挖掘团队最大潜力。
·
Knowledge of Opera Property Management
System preferred
熟练运用Opera系统者优先。