PRINCIPAL RESPONSIBILITIES 主要职责   - Work alongside Call Centre Agents ensuring the delivery of friendly and efficient guest service 与对客同事紧密合作确保向宾客提供符合品牌要求的服务体验。   - Be knowledgeable about hotel accommodation, restaurants & bars and other facilities & services 了解酒店住宿，餐厅酒吧和其他设施及服务。   - Always obtain up-to-date information from other departments and the local neighbourhood to keep colleagues informed e.g. F&B promotions, room packages, outlet opening and closing hours etc. 从其他部门和周边区域收集及时的信息传递给同事们，如：餐饮优惠，客房优惠，各设施的营运时间。   - Responsible for updating the hotel service directory. 负责于更新酒店服务目录。   - Responsible for maintaining the FCS system. 负责于FCS系统的保养。   - Monitor the type and quality of service request through FCS and identify if there are any service shortfalls. 通过FCS监管服务的形式和质量并发现任何服务中的不足。   - Handle dissatisfied guests to resolve complaints and request assistance from other departments when necessary. 处理宾客对于不满意的投诉并在有必要的情况下向其他部门提出协助的要求。   - Conduct telephone service standard evaluations for all departments on a monthly basis and report any deficiencies to the relevant Manager. 每月进行所有部门电话问候语的评估并向相关部门经理报告任何不足之处。   - Perform weekly audits on call center colleagues for review in rooms division meetings. 每周根据房务部会议对服务中心同事进行检查。 REQUIREMENTS 职位要求   Experience 经验 Three years working experience in the hotel industry or call center 三年相关的酒店或服务中心工作经验   Job Skill / Knowledge 工作技能 / 知识 Out-going personality 性格开朗 Good communication skills 良好的沟通技巧 Office administration experience 办公室行政经验 Be familiar with interface (F&B) order taking 熟悉客房点餐技巧   Computer Knowledge 电脑知识 Knowledge of MS office software 相关办公自动化知识 Opera PMS 酒店Opera系统 FCS FCS系统   Language Proficiency 语言能力 Good command of English and Mandarin, other languages are beneficial 良好的英语及普通话掌握能力,掌握其他语言者优先考虑..

- Monitor the hotel front-of-house operations ensuring sufficient colleague level and proper work flow at all service areas. Conduct floor patrols to front and back of house areas on a regular basis. Handle all emergency situations and represent the hotel management when required. - Provide a front line management contact for guests with escalated service requirements or items to be addressed. - Handle dissatisfied guests to resolve complaints, take remedial actions immediately and follow up as necessary. Ensure all guest concerns are promptly logged and report to the management in the Duty Manager log. - Respond to all emergency situations such as fire alarms, theft case, guest accidents etc. Every effort must be made to minimize the disturbance or cause inconvenience to the hotel guests. Ensure all incidents are properly logged in the Duty Manager log for future reference.

  • Responsible for the security and safety of all company assets including guests, colleagues and their property. The core value statement is “better everyday” by having a safety focus that enables an improvement cycle in the Health and Safety field. 保护酒店客人、员工及其财产安全。核心价值是“天天求进”，并循序渐进的不断推进安全卫生领域的提高。 • Responsible for ensuring all hotel property is protected from theft, vandalism or damage. 确保酒店所有财产的安全，以防偷窃、人为破坏等情况的发生。 • Frequent patrols and checks of hotel areas including safety equipment and exits. 对酒店区域进行频繁的巡逻，包括安全设施和各消防通道。 • Ensure there is no solicitation of non hotel services taking place on site 确保在酒店区域内无反酒店服务的教唆活动发生。 • Ensure only authorized persons or goods are permitted on and off site （restricted areas） 确保只有被授权的人或物品方可进出酒店（限制区域）。 • Deal with guest and colleague issues with empathy. 设身处地的为酒店客人和员工解决问题。 • Assist with initial investigation in relation to allegations of loss or damage. 协助关于物损的初步调查。 • Assist with initial investigation in relation to guest or colleague injury accident. 协助酒店客人或员工的受伤事件调查。 • Be familiar with hotel rules and policies 熟悉酒店规章制度。 • Maintain the key control system 维护钥匙管理系统。

在工程部工程主管的指导下进行酒店的日常修复，使设备处于良好的修复状态，以尽量缩短停工期。 连续支持和改进工程方面的服务以对应客人和同事的问题。 愿意通过传授自已的知识技能来培训和指导其它同事，得以发展和改进。 火警警报/生命安全系统：按需要监视系统，彻底了解系统操作，并能在紧急情况下使用。懂得消防喷淋系统及紧急能源系统的工作常识。 节能：观察酒店内外的能源利用情况，寻找节能方法，并将建议反映给工程管理层。 防止事故，保证安全：了解各个部门的工作安全分析，在工作中努力避免事故的发生，也为别人创造安全的工作环境。一贯留心可能危及酒店同事及客人的情况。如有发现，马上采取行动来纠正。

The Bellman is responsible for the safe and efficient transfer and storage of hotel guests luggage, delivery of messages and other tasks as required by the Bell Captain. The Bellmen must deliver service with poise and respond to guest requests efficiently and effectively following the department standards and procedures so they exceed the guest’s expectation. The Bellmen must complete all tasks by closing the job in the FCS system. The Bellmen must support the key metrics to achieve GSI, CSI, KPI and financial targets. 行李员的职责为向酒店宾客提供安全迅速的行李运送及寄存服务,投递信息以及来自行李主管的其他任务。行李员必须提供自信的服务并依照酒店标准和程序给予宾客有效回复从而超越他们的期望。行李员必须完成FCS系统中分派的工作。行李员必须维持工作重点从而达到GSI,CSI,KPI及财务目标. Work alongside guest contact colleagues ensuring the delivery of on brand guest service with poise. 与对客同事紧密合作确保向宾客提供符合品牌要求的服务体验. Execute job tasks according to the pre-defined standards & procedures, brand standards and in compliance with the company employment handbook. 根据拟定的规定条例以及公司同事手册执行其职责范围内的工作。

The Front Desk agent is responsible for the daily Front Desk operations i.e. registration, cashiering, check outs and other guest enquires. The Front Desk agent must deliver customer service with poise based on the hotels standards and procedures. They must also conduct up selling and cross selling to maximize the hotel revenue and the guest experience. 前台接待员的工作职责为负责前台的日常运营，例如：宾客登记，收银，退房和应答宾客的询问。前台接待员必须在遵循酒店规章制度的基础上为宾客提供服务。同时必须尽可能地推销酒店其他房型及其他酒店产品以最大化地增加酒店收入及宾客满意体验。 Perform accurate registration of arriving guests according to the hotels standards & procedures and guest reservation information and preferences. 遵循酒店规定，宾客预定信息及喜好，准确地为入店宾客提供入住登记手续。  Perform accurate cashiering duties for departing guests according to the hotel standard & procedures while using and balancing their individual house bank. 遵循酒店关于收银员管理个人备用金的规定，准确地为离店宾客办理结账业务。 Up sell and cross sell of hotel rooms and facilities to maximize revenue. 推销酒店其他房型及其他产品从而最大化增加酒店收入。

The Langham Club Agent is responsible for the daily food and beverage service in the club lounge. The Waiter duties also include the general presentation and service of the club lounge and ensuring the Club guests stay exceeds expectation. This position is also required to deliver concierge style information and service as required. The Langham Club Agent must deliver customer service with poise based on the hotels standards and procedures. 朗廷会服务员负责朗廷会内日常的餐饮服务。其工作职责同样包含朗廷会的总体外观及服务，保证朗廷会宾客的入住体验超出期望。如经需要，这个职位同样需要提供礼宾式的信息及服务。朗廷会服务员必须在依照酒店标准和程序的基础上为宾客提供真诚的服务。 Attend to all guest enquiries with poise in a helpful and professional manner. 以乐意帮助及专业的态度应答宾客的询问。 Be familiar with hotel room configuration, all special rates & programs and the 1865 Program. 熟悉酒店房间形态，所有优惠价和促销活动以及1865会员内容。 Be familiar with the hotel facilities, services and local neighborhood information. 熟悉酒店设施、所提供的服务，以及周边环境信息。 Understand basic PMS functions in regards to Front Desk operation. 对酒店使用系统中有关前台营运的知识有基础的了解。

The Service Stylist must be outfitted in a  unique uniform that is well designed and chic and contains elements of pink to make them easily identifiable to the hotel guests。 客服大使必须身着精心设计,美观并结合粉色元素的统一制服从而能便于宾客识别. Must be in the lobby and front office areas during their shift. 必须在工作班次中服务于酒店大堂和前厅区域。 Have a clear general knowledge of the hotel product to allow up sell and cross sell of hotel rooms and facilities. This should include room types, food and beverage facilities, spa and health club, daily catering events and local neighbourhood information. 拥有清晰的酒店产品知识从而推销酒店更好房型及其他酒店产品.其中必须包括酒店房态, 餐饮设施, 水疗中心, 健身中心, 每日宴会以及相关周边信息. Welcome and farewell guests from the lobby. 在酒店大堂欢迎及欢送宾客. Greet and acknowledge guests that are waiting in the lobby. 与在大堂等候的客人打招呼并作出相应反应. Anticipate guest needs and handle guest inquiries in a helpful and attentive manner. 预先估计宾客的需要并用殷切有理的态度处理宾客的需求. Escort guests upon arrival to front desk and  introduce by name to front desk colleague. 引领未入住宾客去前台并向前台接待员介绍宾客的名字。 Service Stylists must be able to talk to guests should they be waiting in a queue to check in or check out. 客服大使必须与排队等候入住或结帐的宾客交流。 Listen to guests requests with warmth, care and empathy and where necessary show guests to particular service areas for more information or action. 充满热情,关怀及感同深受地聆听宾客的需求,在有必要的情况下带领宾客去相关服务区域从而获得更多的信息或行动. Recognize return guests and VIP’s in the hotel. 认识酒店的再次入住宾客和VIP客人。 Service Stylists should never be behind the front desk. 客服大使必须不于前台内工作。 Attend daily shift briefing and be fully aware of the on-day room’s situation. 参加每日例会并清楚了解当日房态的情况。 Be knowledgeable on the 1865 program. 熟知1865尊贵会内容。 Service Stylists may be required to participate in the Change of the Day ritual at 7.05 pm each day. 客服大使同时也将参与每日19：05日期转换的仪式。 Be aware of their responsibilities in the event of an emergency situation. 清楚知道在紧急事件中所应承担的职责。 Service Stylists must perform other duties as assigned by their supervisors or managers. 客服大使必须履行主管或者经理安排的其他工作职责。 Drive the 1865 program to attain set targets  and ensure the guests receive the required recognition and benefits for their membership level. Relevant colleagues in Front Office should be certified as 1865 ambassadors and all guest facing colleagues must be aware of the benefits and joining requirements of the program 推进1865尊贵会项目从而达到设订的目标并确保宾客依照他们的会员级别获得相应的会员礼遇. 所有前厅同事都应通过1865尊贵会的考核并成为大使，所有对客同事都必须了解会员的礼遇及人会条件。 Attend assigned training sessions on time and as scheduled. 准时参加已安排的培训课程。 Ensure attendance to work is on time as scheduled. 确保按照预先安排的班次准时上岗工作。 Perform any duties assigned by the Management deemed necessary。 执行任何管理层委托的工作。   REQUIREMENTS 职位要求 Education 教育学历 Certificate / Diploma / Bachelor in Hotel Management 酒店管理类证书/学历证明/学士学位证明   Experience 经验 One year working experience, preferably in hotel industry 一年相关的酒店工作经验   Job Skill / Knowledge 工作技能 / 知识 Out-going personality 性格开朗 Good communication skills 良好的沟通技巧   Computer Knowledge 电脑知识 Knowledge of MS office software 相关办公自动化知识 Opera PMS 酒店Opera系统 FCSFCS系统   Language Proficiency 语言能力 Good command of English and Mandarin, other languages would be beneficial. 良好的英语及普通话掌握能力,掌握其他语言者优先考虑。

•Responsible for answering and processing all phone calls directed to the Call Centre. All calls must be answered with a smile in your voice and processed with service with poise. Where necessary follow up must be performed to ensure guests tasks are completed within target timelines. A full up to date working knowledge of the hotel services and local information is required. A thorough understanding of the daily use of all information systems including the PMS, Micros, PABX and the FCS is required. 责任于接听和处理所有服务中心的电话。接听所有电话必须带着微笑并提供真诚的服务。执行所有需要跟进的事宜以确保在规定时间内完成规定的任务。要求拥有充分酒店服务和当地信息的知识。要求全面了解日常信息系统的使用，包括PMS, Micros, PABX和FCS。 • Ensure the delivery of friendly and efficient guest service with poise while speaking with a smile in your voice. 声音中带着微笑，确保提供友好，友善的真诚服务。 • Be knowledgeable about hotel accommodation, restaurants & bars and other facilities & services. 了解酒店住宿，餐厅酒吧以及其他设施服务。 • Process jobs using FCS and follow up as necessary to ensure tasks are processed to meet target service delivery timelines. 运用FCS进行工作，在有必要的情况下跟进以确保在规定时间内完成任务。 • Handle dissatisfied guests to resolve complaints and request assistance from other departments when necessary. 处理宾客对于不满意的投诉并在有必要的情况下向其他部门提出协助的要求。 • Participate in the Call Centers weekly audit program to continually improve individual and department performance.

•   Planning sales activities : to concentrate in “selling” i.e. Making sales calls to introduce hotels facilities, packages etc •   规划销售活动，集中精力于销售，例如电话销售，介绍酒店设施和套餐等 •   To assist DOSM/DOS in achieving monthly and year-end budget •   协助销售及市场推广总监、销售总监达成月度及年终预算 •   To assist DOSM/DOS in maximizing profits by securing business •   协助销售及市场推广总监、销售总监确保业务，达到利润最大化 •   Follow up leads assigned by DOSM/DOS •   跟进销售及市场推广总监、销售总监分配的商业线索 •   To maintain good relationship with existing accounts •   与现有的客户保持良好的合作关系 •   Develop new markets/source of business •   开拓新的市场和新业务资源 •   Conduct entertainment and site inspection to accounts decision makers and booking handlers •   为客户决策者或者预定安排人安排宴请和酒店参观事宜 •   Sales visit for potential accounts •   商务拜访潜在客户 •   Negotiate contracts with companies in his/her designated areas •   与指定区域内的公司协商合同事宜 •   Conduct Sales visit to major companies in his/her designated area according to the guidelines •   根据指示，对指定区域内的主要客户进行商务拜访 •   Come up with new ideas on products and marketing of product such as: room packages, promotion offers and assist DOSM in launching these promotions. •   提出有关产品和市场推广产品的新建议,例如客房套餐，特别优惠，并协助销售及市场推广总监开展相关优惠活动

To assist Sales and exert efforts to procure business and conduct site inspection to potential clients. Handle customer inquires in an efficient and effective manner. Communicate booking information to operations department. Conduct site inspection to potential customers and walk in enquires. Process all correspondence and Sales documentations accurately and efficiently.

PRINCIPAL RESPONSIBILITIES 主要职责 Main Duties : 1.       Assisting manager in the outlet’s operation. 2.       Associate duty roster and station plan. 3.       Handling of guests complains. 4.       Checking on associate discipline, grooming standards and punctuality. 5.       Ensuring of service standards during operations and also to give training and guidance. 6.       Checking of guests’ satisfaction and proper handling of feedback and follow-up. 7.       Performs opening duties as assigned. (Check list) 8.       Performs closing duties as assigned. (Check list) 9.       Bar maintenance and housekeeping. 10.    To update and disseminate relevant information to associates. 11.   Associate development, counseling and resolving staff conflict REQUIREMENTS 职位要求 §  Ideal Leadership skills §  Good command of English §  Professionalism §  Goal Focus §  Initiative §  Basic knowledge of Food and Beverage §  Creative and innovative §  Hands-on approach to operation §  Cost Conscious §  Basic Stewarding Knowledge §  Well groomed and composed §  Presentable §  Basic Computer Skills ( Word, Excel, Power Point ) §  Rapport Building §  Careful, Considerate & Compliant Good Verbal & Written Communication Skills

·         Comply with all Hotel, Langham Hotels International standards, policies and procedures. 遵从酒店，朗廷国际的标准，规章和制度。 ·         Demonstrate and awareness and compliance of Health and Safety policies in the workplace. 在工作区域内知道和遵从相关健康和安全的工作须知。 ·         Delegate tasks to public area cleaners. Prepare work schedules and assignments of public area staff under his / her responsibility. 安排PA同事工作，准备工作计划明确同事职责。 ·         Ensure staff under his / her jurisdiction perform their duties and responsibilities according to approved systems and procedures. 确保同事在主管的指导下，按酒店的标准去完成工作。 ·         Ensure all restaurants, Food and Beverage outlets, conference and meeting rooms are cleaned properly and in order, prior to the opening of the same to the public.  Follow up and spot check for satisfactory completion of work assignments. 确保餐厅，营业场所，会议室，宴会厅都是干净整洁的，对于安排的工作进行跟进和检查。 ·         Respond IMMEDIATELY to guest requests. 立刻回复客人的要求 ·         Report to the Assistant Housekeeper any loss and damage of furniture, fixtures or equipment or any unusual happening on area of jurisdiction. 任何发生在PA的物品设备设施及异常情况都应向经理报告。 ·         Read hand-overs and reports of the other public area supervisors and follow up immediately on important observations and issues. 察看其他主管留下的交接并立即跟进重要项目 ·         Prepare weekly requisition of guest and cleaning supplies. 准备每周必备的客用品及清洁用品 ·         Provide and conduct training and re-training programs to public area staff concerning care and use of equipment and tools, method of maintaining different types of floors, etc.  Demonstrate new techniques of public are maintenance if necessary. 对同事进行机器工具清洁方法，比如清洁各种不同地平的方法培训，如有可能或必要时对于新的机器使用前进行示范。 ·         Check and ensure all public area staff have completed their tasks satisfactorily before going of duty. Check and ensure equipment and cleaning tools are cleaned and stored properly. 检查并保证PA同事在下班前必须全部并合格的完成工作，并确保工具机器的清洁完好的回原位。 ·         Ensure all items left behind by guests in the public area are forwarded to the Housekeeping Office immediately. 确保所有公共区域内发现的客人遗留物品都必须立即送至客房部办公室. ·         Be FIRM but FAIR to staff. 公平公正的对待同事. ·         Provide close supervision and coordination with outside contractor – pest control，window cleaner, landscaping etc. 与外包公司的合作，杀虫，外窗，园艺等 ·         Perform any duties assigned by the Management deemed necessary. 执行任何管理层委托的工作。   REQUIREMENTS 职位要求   Education 教育学历 Certificate      / Diploma / Bachelor in Hotel Management 酒店管理证书、文凭、学位   Experience 经验 Two      year working experience, preferably in hotel industry 两年相关的酒店工作经验。   Job Skill / Knowledge 工作技能 / 知识 Problem      Solving Skills 解决问题技巧 Communication      Skills   良好的沟通技巧 Knowledge      of public area cleaning, sanitation and maintenance. 具有公共区域清洁保养知识.

1.掌握所负责楼层的住客状况，提供对客服务。 2.管理好楼层定额物品，严格控制客用品消耗，做好废品回收。 3.负责对结帐房间的查房工作。 4.负责查收宾客洗衣、酒水的送回和补充工作。 5.负责楼层公共区域卫生的清洁工作和部分房间的清洁工作。 6.负责杯具的清洁与消毒工作。 7.负责脏布草的收集、更换与新布草的折叠、摆放工作。 8.完成易耗品的每期盘点工作

渠道经理岗位职责 1、负责酒店在OTA（携程、美团、飞猪）和新媒体（抖音、小红书等）渠道的销售工作，分配区域内的销售拜访；完成公司下达的销售目标。 2、维护好渠道销售，定期和各渠道业务经理做好沟通，了解各渠道的促销活动，制定适合酒店的促销方案。 3、监控酒店OTA房态价格，及时协助销售部经理修改正确的房态房量、价格。 4、监控酒店在各平台的好评转化率完成情况，协助前厅部经理完成前台好评能力赋能。 5、分析周边竞对酒店产品，提高酒店产品点击率、售卖率，灵活调整销售策略。 6、每日对酒店的OTA入住率、好评转化率进行统计，并制作报表。 7、针对酒店的异常情况，及时与销售部经理做好沟通。 8、及时准确的完成领导安排的其他工作。

岗位职责 1、负责员工的工作安排与调配，督导客房服务员的工作；2、检查所辖区客房清洁卫生及对客服务质量；3、填写工作日志，完成经理，主管安排的其他工作； 任职要求 1、45岁以下，有同岗位工作经验2年以上； 班次时间 早八点到晚五点

1、负责保持餐厅内外的卫生。 2、服从领班安排，按照工作程序与标准做好各项开餐的准备工作，按标准换台布、摆台；清洁餐厅桌椅、转盘；准备开餐用具（托盘）。 3、向光临餐厅用餐的客人问候，服务中要遵循服务要快、动作要轻、说话要甜、协调要好的服务风格。 4、准确掌握餐厅每日供应菜式，与备餐间配合密切，开餐时，按服务程序标准为客人点菜、上菜、酒水、结帐等优质服务。 5、要对儿童及病残客人予以特殊照顾，按其相应得标准，提供服务。 6、预计客人需求，尽量帮助客人解决就餐过程中的各类问题，将客人提出的投诉及时反映给领班。

1、听从领导指挥，做好餐前准备工作。 2、严格执行工作程序，服务程序和卫生要求，努力提高服务质量。 3、按主动、热情、耐心、礼貌、周到的要求，不断完善服务态度。 4、团结协作，完成接待任务。 5、妥善安排顾客就座，注意客人用餐情况；及时更换餐具、烟灰缸，主动为客人点烟；及时清理桌面，更换干净的桌垫。 6、及时为顾客提供服务。 7、.具有良好的服务意识，高度的责任心，工作积极主动岗位 8、遇到客人投诉，应立即汇报上级领导解决，随时满足客人的服务要求。 9、身材匀称，有良好的职业形象和气质，懂得基本的接待礼仪。

岗位职责 1、要熟知菜单、食品配方及其它方面的知识，以向客人推荐各种食品及饮料。 2、清洁并擦亮所有器皿。 3、保持工作场地及餐具室内物品的齐全、干净、整洁。 4、添加所需的布品及操作设备。 5、从仓库内领取物品。 6、根据标准的手册来完成服务工作。 7、根据餐厅的规定来摆放餐桌。 8、结束服务后，要清理所有的饭菜，并清洁桌面。 岗位要求 1、学历不限。 2、对工作认真踏实，工作态度端正，能吃苦耐劳。 3、掌握必需的食品、酒水知识，有一定的西餐服务技能。 4、身体健康，仪表端正。

岗位职责 负责房间卫生清洁打扫，楼层对客服务，服从上级工作安排； 任职要求 50岁以下，视力正常，吃苦耐劳，能适应三班倒 班次时间 早8点半到下午五点

各部门实习生 餐饮部：中西餐厅/宴会厅/大堂吧/日韩餐厅 人力资源部：培训文员 要求：性格外向，具有较强的沟通能力，头脑灵活。

职位要求： 1、气质良好、头脑灵敏 2、男性身高不低于170CM,女性身高不低于1.162CM； 3、良好的英语能力以及沟通技巧 4、良好、积极的工作态度 5、乐于学习、乐于助人 6、有一定的英语基础

职位要求： 1、高中以上学历 2、仪表端庄、头脑灵活、有责任心 3、沟通和执行能力强 4、了解郴州及周边地区各类相关信息

职位要求： 1、至少高中学历 2、男性：至少1米68  ；女性：至少1米55 3、具有良好的礼节和风度 4、具有基础的英语交流能力 5、为人诚实、能吃苦耐劳、工作细致