岗位职责
贵宾接待与服务负责行政酒廊日常接待，为入住行政楼层的宾客及 VIP 客人提供专业、个性化服务（如办理入住 / 退房、酒水餐饮服务、信息咨询等）。
熟悉酒廊运营流程，确保早餐、下午茶、欢乐时光（Happy Hour）等时段的服务品质，及时补充餐食、饮品，维持环境整洁。
客户关系维护主动与宾客沟通，了解需求并提供定制化服务（如预订服务、旅游建议等），提升宾客满意度与忠诚度。
妥善处理宾客反馈与投诉，及时协调相关部门解决问题，记录并跟进特殊事件。
运营管理与合规严格遵循万豪品牌标准与酒店政策，确保酒廊服务流程、卫生安全及食品安全符合规范。
协助管理酒廊库存，控制成本，合理申领物资，配合财务核对账单。
团队协作与支持与前台、厨房、客房等部门密切配合，保障宾客体验的连贯性。
参与酒店培训与活动，提升服务技能、产品知识及应急处理能力。
岗位要求
语言能力普通话流利，具备良好的英语沟通能力（英语听说读写熟练者优先），可与外籍宾客顺畅交流。
懂本地语言（如潮汕话）或方言者优先。
经验与技能1 年以上高端酒店行政酒廊、西餐厅或贵宾接待经验（万豪集团旗下酒店经验优先）。
熟悉酒水知识、餐饮服务流程，具备基础的西餐礼仪与宴会服务技巧。
职业素养形象气质佳，服务意识强，工作细致耐心，能适应弹性工作时间（含早班、晚班及节假日值班）。
具备良好的沟通协调能力与抗压能力，能灵活处理突发情况。
其他要求热爱酒店行业，认同万豪 “以人为本” 的企业文化，乐于分享与团队合作。
有米其林 / 高端餐饮服务经验、酒品侍酒师证书者优先考虑。
Job Responsibilities:
VIP Reception and ServiceManage daily reception in the Executive Lounge, providing professional and personalized services to guests staying on executive floors and VIP guests (e.g., check-in/check-out services, food and beverage service, information consultation, etc.).
Be familiar with the lounge operation procedures, ensure service quality during breakfast, afternoon tea, Happy Hour and other periods, promptly replenish food and beverages, and maintain a clean environment.
Customer Relationship Maintenance
Proactively communicate with guests to understand their needs and provide customized services (e.g., booking services, travel recommendations, etc.) to enhance guest satisfaction and loyalty.
Properly handle guest feedback and complaints, coordinate with relevant departments to resolve issues in a timely manner, and record and follow up on special incidents.
Operational Management and Compliance
Strictly adhere to Marriott brand standards and hotel policies to ensure that lounge service processes, hygiene safety, and food safety comply with regulations.
Assist in managing lounge inventory, control costs, reasonably request supplies, and cooperate with finance to reconcile bills.
Team Collaboration and Support
Closely collaborate with departments such as the front desk, kitchen, and housekeeping to ensure the consistency of the guest experience.
Participate in hotel training and activities to improve service skills, product knowledge, and emergency response capabilities.
Job Requirements:
Language Proficiency
Fluent in Mandarin, with good English communication skills (proficient in English listening, speaking, reading, and writing preferred) to communicate smoothly with foreign guests.
Proficiency in local languages (e.g., Chaoshan dialect) or dialects is preferred.
Experience and Skills
At least 1 year of experience in executive lounges, western restaurants, or VIP reception in high-end hotels (preferred if with experience in Marriott-branded hotels).
Familiar with 酒水知识 (wine and beverage knowledge), food and beverage service processes, and possess basic western dining etiquette and banquet service skills.
Professional Qualities
Pleasant appearance and demeanor, strong sense of service, meticulous and patient work attitude, and ability to adapt to flexible working hours (including morning shifts, evening shifts, and holiday duty).
Good communication and coordination skills, ability to work under pressure, and flexibility in handling unexpected situations.
Additional Requirements
Passion for the hotel industry, alignment with Marriott's "people-first" corporate culture, and willingness to share and collaborate in a team.
Candidates with Michelin/high-end catering service experience or sommelier certification will be prioritized.
