Job Level 岗位级别：Supervisor 主管 Report To 汇报给：Duty Manager 值班经理 Position Overview 岗位概述： 上海建业里嘉佩乐酒店的文旅官负责协助每一位客人的餐饮预订，交通安排，娱乐活动以及任何其他需求。这个职位是私人助理和礼宾部合并而成的。 The Capella Culturist is responsible to assist/provide every guest with Dining Reservation, Transportation, entertaining recommendations or any other needs. This position is a combination of personal assistant and concierge. 嘉佩乐文旅官应当专业地提供服务并满足每位客人的需求从而使得客人拥有前所未有独一无二的入住体验。 The Role of the Capella Culturist is to offer our guests with an exclusive service that is accurate, courteous, efficient and tailored to the individual requirements of our guests. 嘉佩乐文旅官将为每位客人提供一对一服务，并有效地满足所有客人合理的要求。因此要做到这点必须要充分了解酒店的产品信息以及上海当地的传统文化和周边信息。 The Capella Culturist will be working on a one to one basis with each guest, structuring their activity requests around their specific requirements and interests. This will only be achieved by having a thorough knowledge about the local culture in Shanghai. 嘉佩乐文旅官需能够清晰地，快速地进行判断，并作出正确决定来处理所有事情。身为嘉佩乐文旅官，在他们的词汇中不能有“不”这个词，他们必须充分了解酒店以及当地情况并为客人提供准确信息。 The Capella Culturist should be able to provide instant yet positive judgment towards all events happen. Being a Capella Culturist, never say “NO” to any guests’ appropriate requests, furthermore, Capella Culturist should have clear understanding and information about the hotel in order to provide accurate message to the guests. 除此之外，嘉佩乐文旅官也负责所有预订，处理所有付款要求，接听所有来电以及回复电子邮件。他们的职责也包括将预订的资料上传到系统里。了解所有客人的喜好以为客人提供特别的入住体验。 Other than that, Capella Culturist is responsible to all the bookings, room charges, answering phone calls as well as replying emails. In addition, they are also responsible to upload and key in all important information into the system. Last but not least, being a Capella Culturist is important to provide memorable experience to all the guests.  The Role 岗位职责： 1. 了解所有上海建业里嘉佩乐酒店的政策以及服务程序。 Acquire hotel’s product knowledge and standard service procedures. 2. 了解所有住店客人以及长租客人的喜好。 Memorize guests’ preferences 3. 了解酒店产品知识，酒店房价，餐厅促销活动时段以及各餐厅娱乐设施的营业时间。 Acquire hotel’s product knowledge including restaurant operating hours, promotions or any local entertaining facilities. 4. 向每位入住及离店客人都给予礼貌的问候。 Greet all the Arrivals/Departures with friendly attitude. 5. 需了解会议室的名称位置，记录当天活动安排详情。 Scheduled and note down daily group activities, names and locations of meeting/banquet rooms. 6. 了解上海当地文化遗产信息。 Acquire the information about the local cultural heritage. 7. 负责前厅部的所有保密讯息。 Be responsible to all information in front office department. 8. 需根据嘉佩乐酒店的标准程序进行电脑系统的操作。 Access to computer systems according to established procedures and standards. 9. 必须在电话响三次前接听电话，使用标准的问候语及电话礼仪。 Answer department telephone within 3 rings, using proper telephone etiquette. 10. 传达正确的酒店信息。 Provide callers with accurate information about hotel facilities, services and local amenities. 11. 以友好态度处理客人的请求。 Accommodate and satisfy guest’s requests with kindly manner. 12. 跟进所有入住以及离店信息。 Monitors and follow up on expected check in and check out. 13. 向下个班次的同事报告与交代所有需注意的事项。 Reports any important information to the next shift. 14. 确保所有相关报告打印，签字，归档都交代给下个班次的同事。 Ensures all relevant reports are printed and singed off, filed or handed over to next Shift. 15. 根据酒店服务标准接待每位客人以及真诚感谢的欢送离店客人。 Welcome and acknowledge all guests according to company Service Standards. 16. 及时处理客人请求和投诉直到客人满意为止。 Handle guest complaints by following the procedures and ensuring guest satisfaction. 17. 根据客人请求进行合理的处理方式。 Assign appropriate providers according to guest profile and guest request. 18. 避免将电话“搁置”太久。 Try to avoid placing calls on “hold” for too long. 19. 作为酒店中央通讯中心，协助处理紧急状况。 Assist in emergency situations as central communication center for hotel. 20. 负责交通安排，机票预订，被单更换以及一些客人特殊要求。 Performs concierge services such as arranging transportation, airline reservations and changes, golf, tennis, luggage repair, art sales or any special guest request. 21. 协助客人寻回丢失的行李。 Assist guests in locating and retrieving lost luggage. 22. 保持酒店大堂整洁有序。 Maintain the condition of the library by keeping desk, equipment and supplies and entry neat, cleanliness and organized. 23. 向值班经理报告所有意外事故。 Report accidents, injuries and unsafe work conditions to Duty Manager. 24. 完成所有酒店要求的专业培训。 Successful completion of the training/certification process. 25. 与大家互相配合以达成共同目标。 Assist others as required to reach common goals. Talent Profile 能力&技能需求 拥有酒店工作经验(特别是豪华品牌的酒店) Acquire working experience in hotel/resort (preferably luxury brands) 有过专业化的训练 Have professional training in hospitality industry 能够流畅的使用普通话或英语进行对话 Able to communicate in Mandarin or English fluently 良好的沟通能力 Having good communication skills 正确应用基本电脑系统 Able to operate basic computer skills