PRINCIPAL RESPONSIBILITIES 主要职责   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. Ensure appropriate manning levels for the anticipated daily work flow in all managed sections. 确保所管理部门根据日常运作预先安排适当的人手。 Supervise the work and operation of the service stylist，the Flavours of Langham. Ensure colleagues are executing their respective job tasks according to the pre-defined standards & procedures and in compliance with the company employment handbook. 监督宾客服务大使以及朗廷品牌商的的工作和日常营运。确保同事们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。 Handle dissatisfied guests during their stay or after they have departed to resolve complaints and identify and rectify any processes which lead to the service shortfall. 处理入住期间宾客所遇的不满意之处和解决他们离店后的投诉并确认及改进服务中的不足之处。 Be familiar with the 1865 program. 熟悉1865尊贵会内容。 Be familiar with Frequent Flyer programs. 熟悉飞行里程计划。 Be able to perform all subordinates’ duties. 熟悉并能承担部门所有班次工作。 ·         Demonstrate honesty, reliability, ethics, and professionalism; demonstrate consistency between words & behaviour. 展现诚实，可靠，规范及专业的工作礼仪。 ·         Gather and analyse relevant facts and data to establish the root cause of reoccurring problems; make timely and sound decisions with regard to appropriate course of action. 汇总和分析相关事实及资料从而确定发生问题的根源。 根据所需采取的行动做出及时并合理的决定。 Build positive and productive working relationships with customers, subordinates, peers, superiors, business      partners, and the community; encourage this behaviour in others. 与宾客，下级，同级，上级，合作伙伴及社区建立正面及有效的工作关系。并鼓励其他同事也依照此行为准则。 Accept personal responsibility and accountability for achieving results within targeted timelines; ensure clear authority and accountability for results by others. 在规定的时限内承担相应的责任及义务从而完成任务。并清晰其他职务的权限及责任。 Foster a common vision; lead others by setting the proper example; demonstrate consistency between actions and words. 以身作则，并以正确和正面的事例引导其他同事。 ·         Collect and analyse data to make customer focused business decisions; ensure colleagues understand and exceed customer expectations. 收集并分析资料使客源更接近商业目标；确保同事们理解并超越宾客的期望。 Responsible for keeping standards and procedures up to date, developing training plans, career development, mentoring      and motivation of all managed colleagues. 遵守条例及规定，及时制定培训计划和职业发展规划，向其他同事展示专业的领导力。 Drive the performance appraisal process, and ensure all appraisals have clear and accurate feedback and SMART      objectives for the next 6 – 12 months. 完成同事表现评估，确保所有的评估都得到清晰准确的回馈，并能客观地制定跟进计划。 Ensure a smooth co-ordination between the individual sections of Front Office and Rooms Division. 确保与其他前厅各部门及房务部建立良好的合作关系。 Align the plans and actions to enhance the Flavours of Langham’s revenue, analyse the slow moving and always make the maximum profit. 定期制定相关提升朗廷品牌商店收益的计划，分析滞销产品，做到收益最大化。 Liaise and work closely with other departments to resolve any operational issues. 与其他部门保持紧密联系和工作从而解决日常营运遇到的问题。 Promote the free flow of information;  encourage the open expression of ideas and opinions. 促进信息的流通，鼓励开放的思想和看法。 Build a team with different opinions, skills, experiences, and backgrounds; leverage personal, cultural, and functional      differences to optimize team performance. 以不同看法，技能，经验和背景建立团队。运用个人，文化，功能的不同来优化团队。 Work collaboratively with others to achieve common goals and objectives; serve effectively in both team member and      team leader roles; promote collaboration & teamwork in others. 共同协作以达到共同的目标和目的。为团队成员和主管展现有效的领导作用，促进协作。 Encourage and empower the success of others; create enthusiasm, investment, and a desire to excel; gain support and commitment from others; promote a healthy life balance. 通过沟通，鼓励和授权他人在工作中体现价值，并创造平衡，和谐的工作环境。 Commit the resources and time needed to train and develop people, both for their personal growth and to meet organizationa needs; identify and pursue your own learning opportunities. 利用资源和时间来培训及发展别人，包括他们的个人发展以及满足组织的需要;确定和实现自己的学习机会。 ·         Align plans with business strategy; understand short- and long-term impact of business decisions; demonstrate knowledge of and educate others about how one's work aligns with the overall business/brand strategy, and ultimately shareholder value. 制定与商业策略一致的计划；理解短期和长期商业决策的影响力。指导其他同事如何工作从而与整体业务与品牌战略保持一致，最终体现股东价值。 ·         Understand the meaning and implications of key internal and external financial indicators; manage overall financial performance; use sound financial analysis to evaluate strategic and investment options. 理解内部和外部财务指标的意义及影响；处理整体财政表现；运用合理的财务分析去评价战略及投资选择。 ·         Add value through revenue growth and operational efficiency through process improvement; understand and focus on the key drivers of sales, colleagues and customer satisfaction, profitability, and quality. 通过收入的增长和有效的运作提升价值；理解并关注销售，同事和宾客的满意度，收益和质量的关键。 Manage and redesign processes for optimal value by encouraging and actively participating in process improvement  methods while measuring results. 当评估结果时，通过鼓励和积极参与过程的改进方法实现对于生产价值的管理和计划。 Fully understand hotel PMS - Opera, FCS, Micros and any other Business Centre related systems. 理解酒店PMS-Opera和FCS以确保有效地处理工作事务。 Be familiar with hotel emergency procedures e.g. fire alarm and take charge during emergency situations. 熟悉酒店对于紧急情况的程序，例如：遇火警时，并能负责紧急情况的处理。 Respond to guest correspondence or feedback within 24 hours. 在24小时内回复宾客的信件及反馈意见。 Actively participate in department head, daily crossover, KPI, Mice, section head and Rooms Division meetings as requested and any other relevant meetings as required. Attendance must always be on time. 积极参加房务部门交叉会议，KPI，Mics等会议，以及根据需要参加其他相关会议并必须准时出席. Perform any duties assigned by the Management deemed necessary. 执行任何管理层委托的工作。  

岗位职责： 1. 负责制定项目详细计划，并推动实施； 2. 负责与酒店和集团等各个相关方进行沟通，协调项目各方关系 3. 负责处理项目过程中各种问题，协调项目成员配合和资源调配，确保项目顺利按时完成； 4. 保持和关键客户的有效的沟通，负责汇报重要项目事项和关键节点的项目进度汇报，并及时搜集客户反馈，巩固和加强和客户的关系； 5. 负责收集日常相关信息汇总报表 6. 对于日常遇到的项目问题，需要能够主动思考，提出系统化的解决方案，强化项目管理制度和流程； 7. 完成领导交办的其他事项 岗位要求： 1.大专以上学历，有良好的学习习惯和规范的文档写作习惯，有酒店行业或旅游业相关工作经验优先 2.普通话标准，有良好的语言表达能力和沟通能力，熟练掌握电脑操作及办公软件； 3.英语口语流利以及较好的中英文书面沟通能力 4.具有优秀的沟通协调能力及执行力，有独立解决现场问题的能力 5.掌握项目管理知识体系，能熟练使用常用的项目管理工具，具有较强的分析能力和项目管理能力 6.有较强的责任心和主动性，工作耐心细致，能承受一定的压力； 7.良好的团队协作精神，为人诚实可靠、品行端正、具有亲和力，较强的独立工作能力和公关能力； 8.有PMP项目管理证书者优先考虑

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，五年以上前厅从业经验，三年以上同岗位管理经验; 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; 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。

【岗位要求】 外籍 女士 【岗位职责】 · 1. Greet VIP guests personally · 亲自迎接贵宾 · 2. Oversee maintenance of efficient repeat guest history system · 对高效的常客客史档案系统维护实施监管 · 3. Handle guest complaints and refer them as necessary, follows up on corrective action · 处理客人投诉，如有必要则将其提交给有关部门，并对纠正措施进行跟进 · 4. Plan and participate in the regular social activities of the Club and VIP guests and the promotion of various hotel products in order to further improve the quality of service · 计划并参加优悦会和贵宾的定期社会活动及酒店各类产品的促销活动，以便进一步提高服务 · 5. Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests · 查阅来客单，检查对客人和贵宾的房间分配情况、各类设施情况以及特别申请质量 · 6. Overall responsible for ensuring and maintaining the entire range of services offered for the Front Office 、Club Floor and western restaurant with the aim to maximum guest satisfaction · 确保向前厅、行政楼层和西餐厅提供全方位的服务，最大程度的获得宾客满意度 · 7. Organize and conduct regular meeting for all Guest Relation’s staff to facilitate communications and smooth operations · 组织和召开客户关系部全体人员参加的会议，以加强交流和保证业务的顺利进行

Please be aware that we will automatically reject all resumes without photos, and please send your English CV to helen.liao@gardenhotel.com. Thank you. Job Requirements: 1. bachelor degree or above; 2. Fluent in both Written and spoken English or Arabic or Persian or Spanish or Japanese or Korean or Portuguese or French or Germen or Italian; 3. Willing to work in different positions; 4. Enthusiastic about the hotel industry; 5. Good team work spirit; 6. Optimistic and positive work attitude; 7. Excellent communication skills and ability; 8. Confident, sunny, full of vitality. Development and Benefits: 1. Professional training and broad promotion space; 2. Good career prospects; 3. Highly competitive salary and welfare; 4. Abundant staff activities; 5. Safe and comfortable accommodation and delicious free working meals.

• Assist the Dir of Guest Experience in ensuring that the Guest Experience department is managed successfully as an independent profit center and handling of guest issues and monitor guest satisfaction by evaluating feedback and guest surveys. 协助宾客体验总监确保宾客体验部作为一个独立的盈利中心而进行有效管理，并通过评估反馈和访客调查来处理客人问题并监控客人的满意度。 • Ensure corrective training is implemented based on the feedback received. 确保根据收到的反馈实施矫正培训。 • Assist in coordinating an effective and efficient Payroll Management / Resource allocation through establishing a flexible work force throughout the Division, based on the principles of Multi Skilling and Multi-Tasking. 根据“一职多能”的原则，协助部门负责人建立一个灵活的用人机制，协调有效和高效的薪资管理和资源分配。 • Support Host needs in other departments based on the hotel priorities and anticipated business levels. 根据酒店的优先次序和预期业务水平，支持其他部门对主理的需求。 • Establish a rapport with guests maintaining good customer relationship and handle all guest complaints, requests and enquiries on Guest Services. 与客人建立并保持良好的客户关系，并处理所有客人投诉，要求和问询。 • Manages in compliance with established company policies and procedures and SOPs set for the department. 按照既定的公司政策和程序进行管理，并为部门设置操作程序。 • Ensure the Guest Experience Department meets quality and internal standards. Identify process improvements and best practices. Provide feedback and develop processes to improve the guest experience. 确保宾客体验部符合质量和内部标准。确定流程改进和最佳操作规程。提供反馈和改进流程，以改善客户体验。 • Increase occupancy, ADR and RevPAR index by making accurate reservations using the implemented dynamic pricing strategies. Implement upsell program. 通过使用实施的动态定价策略进行准确预约，提高入住率，每日平均房价和每间夜平均收入。完成增销计划。 • Work closely with the Finance department on follow-up items, i.e., returned checks, rejected credit cards, billing accurateness, cashier handling etc. 与财务部在后续跟进事宜中紧密合作，如：退还支票，拒绝信用卡，账单正确性，现金管理等。 • Operate all aspects of the Guest Experience computer system, including software maintenance, report generation and analysis. 操作客户体验部门所有的计算机系统，包括软件维护，报告生成和分析。 • Be personally and frequently verify that guest’s check-in / out are receiving the best possible service. 经常亲自对客人在入住/离店时是否得到最佳服务进行核实。 • Monitor call handling in the Guest Experience and ensure that all telephone standards are adhered to. 监控宾客体验部的电话服务，并确保其遵守所有电话服务标准。 • Analyze call statistics and take corrective action where necessary and highlight issue to the Dir of Guest Experience. Minimize call abandonments. 分析通话统计数据，并在必要时采取纠正措施，并向宾客体验总监汇报突出问题。尽量减少呼叫放弃。 • Maintain standards of guest service quality. Analyze response time to guest’s requests for items and maintenance requests and highlight any issues to the respective department head. 保持客户服务质量的标准。分析客人请求的回应时间，并向相应部门负责人汇报突出问题。 • Ensure that the Guest Experience team projects a warm, professional and welcome image. 确保宾客体验团队表现出热情，专业和欢迎的形象。 • Be in attracting, coaching, training, and retaining talent by engaging and showing a genuine passion to develop others. 用真诚的热情来吸引，指导，培养和留住人才。 • Ensure that during the night the correct room revenue, rebates, and correct errors is accounted for and ensure that all room discrepancies are followed up. 夜班时确保房间收入，减免的正确性和错账的改正，并确保所有房间差异都得到跟踪。 • Collaborate with Guest Services Manager in preparation of annual department operating budget: Monitor monthly expenses, with emphasis on variances, assisting in preparing schedules, ordering, inventory management, and other administrative duties as needed. 协助宾客体验总监，编制部门年度运营预算：监测每月开支，重点是差异，协助准备时间表，订购，库存管理以及其他需要的行政职责。 • In absence of all department heads during the night, supervise and assist all departments to ensure the normal operation. 在夜间没有任何部门负责人的情况下，监督且协作各部门确保正常运行。 • Make sure cleaning and engineering projects (guest related) during the night are supervised. 监督确保夜间的清洁和工程项目（客人相关）。 • Perform the end of day closing. 做好夜审。 • Achieve maximum sell out where possible. 尽可能实现最大限度的销售。 • In absence of the Director of Guest Experience conduct daily operational briefings. 当宾客服务部经理不在时，主持每日运营简会。 • Demonstrate high visibility in the lobby F&B outlet. 随时关注大堂餐饮部的运营情况。 • Monitor team daily roster to make sure smoothly flows during operations. 监督团队排班，确保运营工作的顺利进行。 • Act as a coach and mentor to team members, maintaining discipline as necessary. 在工作中为员工树立榜样，必要时采取纪律措施，确保宾客服务部工作。 • Attend career development training as and when required. 在必要时参加职业发展培训。 • Ensure clear and timely internal team communication (e.g. of room targets, up-selling targets). 随时确保团队内部的信息沟通（如：客房销售目标；增销目标）。 • Identifies and develops high potential team members. 发现并培养有潜质的员工。 • Responsible for emergency and security related situations (SOS, fire bureau, PSB). 负责紧急事件和安全防范的相关事宜（国际医疗救助，火警，外来人口统计调查）。 • Responsible for overall department training plan including training records and delivery of training. 负责全部门的培训计划，包括培训内容的记录和交付。 • Responsible for manning, FF&E, OE and other department related budgets. 负责人员配置、FF&E、OE和其它相关的部门预算。 • Able to efficiently perform all reception duties (accurate completion of forms, securing of payment). 保证日常前台接待工作能够高效运转实施（表格单据要填写规范，付款方式要有保障）。 • Is knowledgeable on all hotel information, city information and event activities. 需要了解一切酒店信息、城市信息和重要活动事件的信息。 • Proactively seek guest comments and feedback. 积极主动地寻求客人的建议和反馈。 • Responsible for monitoring and controlling room inventory management. 随时监控客房的出租率。 • Take ownership of complaints ensuring final resolution and guest satisfaction. 设身处地的为客人投诉的圆满解决和顾客满意度负责。 • Act as a role model and exemplifies delivery of Artyzen Brand Service Standards. 在工作中以雅辰酒店的品牌服务标准为依据。 • Attend briefings and shift handovers, and conduct relevant team meetings. 参加例会、交接班，并实时召开相关团队工作会议。 • Be familiar with hotel’s contingency plan. 熟练掌握酒店突发事件处理预案。 • Comply with Health & Safety, emergency, fire and hotel rules and regulations. 遵守有关健康安全、紧急事件、火警和酒店规则等相关章程。 • Completes checks on reports including- rate, room discrepancy, credit check, blacklist report. 确保检查包括：房价、房态差异、信用核查、酒店黑名单等相关报表。 • Conducts spot checks all activities relating to Artyzen membership.  负责检查所有雅辰会员计划的工作实施。 • Responsible for ensuring accurate submission of guest information in the China Police Reportsystem. 负责保证客人信息正确、完整的录入中国公安报告系统。 • Performs quality spot checks on all aspects of the front office operations。 对宾客服务部的一切运营工作进行质量检查。 • Produces quality improvement plans and execute. 制定并实施产品质量提升计划。 • Follows up on finance related issues to ensure all payments are secured and accurate. 依照财务制度确保一切付款方式的保障性。 • Monitor annual leave plans ensuring it is in line with business trends. 根据酒店运营情况合理安排年假。 • Review and analyze expenses to keep in line with departmental targets. 回顾并分析开支预算以确保部门收益目标的达成。 • Remain commercially aware, maximizing revenue being always up-to-date on current promotions. 时刻保持经济头脑，持续一贯性的日常促销可以保证利润最大化。 • Adhere by all company rules and regulations. 服从公司的所有规章制度。 • To undertake any other reasonable task or request as directed by the management. 贯彻执行由管理者下达的正确指示和要求。

In short, this role is Hotel Operation+ Sales& Marketing + Community Building rolled into one. Stey’s assistant community manager is the #2 of the property in charge, he/she works closely with Community Manager to ensure the smooth operation of the property. This role will not only have the responsibility to make sure things are in order on a day to day basis (operation) , but equally important, Assistant Community Manager is committed at fostering the vibrancy of the community (community building) , as well as promoting the project to potential customers （sales& marketing）. Here are the major responsibilities, but there are so much more   Oversee smooth and personalized hospitality is provided to Steyers by community associates    Train junior team members, so that they can one day be as proficient at their job as you are.   Build a close relationship with Steyers, this is achieved by knowing what they like and don’t like, their pet peeves, so that they feel understood and pampered.   Work with community manager to host different events, for the goal of enriching Steyer’s social experience with us and their attachment to the community.   Actively promoting the community to external parties, whether it is an individuals or a company, in order to attract new Steyers as either long term tenants or hotel guests.   Contribute to the social media contents posted by Stey, such as providing materials for Wechat, Weibo and Instagram. What are the requirements to get a job like this?   You have worked in hospitality industry with a customer-facing job for at least 3 years+, but this is not a must. If you have extraordinary interpersonal skill and great personality, it can definitely make up for the lack of relevant experience.   Ability to communicate in English with a lot of confidence , we value verbal communication skill much more than how proficient your grammar is.   Enjoy being around with people, and have a genuine interest in learning more about them.   Possess curiosity to all things unfamiliar, always keen to grow yourself both professionally and personally.   Recruiting only Ladies

In short, this role is Hotel Operation+ Sales& Marketing + Community Building rolled into one. Stey’s assistant community manager is the #2 of the property in charge, he/she works closely with Community Manager to ensure the smooth operation of the property. This role will not only have the responsibility to make sure things are in order on a day to day basis (operation) , but equally important, Assistant Community Manager is committed at fostering the vibrancy of the community (community building) , as well as promoting the project to potential customers （sales& marketing）. Here are the major responsibilities, but there are so much more   Oversee smooth and personalized hospitality is provided to Steyers by community associates    Train junior team members, so that they can one day be as proficient at their job as you are.   Build a close relationship with Steyers, this is achieved by knowing what they like and don’t like, their pet peeves, so that they feel understood and pampered.   Work with community manager to host different events, for the goal of enriching Steyer’s social experience with us and their attachment to the community.   Actively promoting the community to external parties, whether it is an individuals or a company, in order to attract new Steyers as either long term tenants or hotel guests.   Contribute to the social media contents posted by Stey, such as providing materials for Wechat, Weibo and Instagram. What are the requirements to get a job like this?   You have worked in hospitality industry with a customer-facing job for at least 3 years+, but this is not a must. If you have extraordinary interpersonal skill and great personality, it can definitely make up for the lack of relevant experience.   Ability to communicate in English with a lot of confidence , we value verbal communication skill much more than how proficient your grammar is.   Enjoy being around with people, and have a genuine interest in learning more about them.   Possess curiosity to all things unfamiliar, always keen to grow yourself both professionally and personally.   Recruiting only Ladies

完成所有Lobby Senior host的工作职责，及以下工作职责。 直接向前厅部经理汇报并就所有与宾客服务及酒店运作相关的问题进行沟通。 向所有部门提供功能性支持和指导。 按需要与酒店其它部门进行合作、协调和沟通。 对各种状况做出反应，以确保来宾被及时的礼貌接待并得到充分的注意和重视。 就客人的需求做出反应并解决相关问题。 对接待部和预订部工作人员进行监督和指导。 在高峰期向前厅部工作人员和其它所有部门提供支持和协助。 保证贵宾和优悦会会员受到特别关照。 协助客户关系主任，迎接客人，安排客人到房间并送重要客人离开。 定期检查一线各部门和二线各部门的清洁状况。 协助客户关系部门迎接贵宾，为其安排房间并在其离店时送行。 监督员工的行为、制服穿着、卫生和外表形象。 为前厅部会议提供信息。 促进店际销售及推销酒店内的设施。 检查结帐说明并监督客人信用情况。 分析和批准打折相关事宜。 分析房价差异报告以保证控制客房收入。 在紧急情况下使用酒店管理系统（PMS）。 熟知酒店紧急情况所有处理程序。 夜班时，查看预期抵达客人的邮件、信息。 处理所有投诉。 夜班时，确保所有前厅接待工作的政策和程序。 确保有效的交接工作。 掌握前厅接待系统的知识和技能程序备份和系统恢复程序。 提供有效的登记和退房程序。 检查清早叫醒程序。 入房帐。 保持正确的住客登记单。 更新酒店最新消息。 检查到达客人报表。 操作通讯设备。 管理检查行用卡。 技能要求 拥有在与他人交往时大多数时间所使用的沟通技能；完全代表酒店，品牌和公司与顾客，员工和第三方交往的能力。 具有良好写作技能。 熟练使用微软办公软件和前台系统。 具有解决问题和组织能力。

需要五星级以上管理经验 岗位职责： 全面理解合同条款、服务范围和顾客期望，努力满足客户需求 Understands the contract terms, conditions, service scope and client’s expectations at a detailed level ,makes great efforts to meet customer needs 有效调配资源，在满足甚至超越合同要求的同时，合理控制成本 Directs management resources to ensure that service levels are met and/or exceed cost effective manner through out the life of the contract 确保各项工作符合合同约定，并获得客户付款 Ensures that work performe is covered by the contract and properly reimbursed from the client 为客户在合同约定之外的服务需求提供建议书并协商报价 Prepares proposals and negotiating profitable compensation for requested work outside the original contract 制定客户业务计划，从而为客户建立积极主动的战略目标，在此基础上执行方案和计划。 Establishes a business plan to capture the strategic initiatives and targets for the client and the activities and actions to deliver on these 权衡和管理关键收益结果的交付情况，确保与设施计划和顾客期望及商业需要向匹配。 Measures, monitors and reports on the delivery of the key benefits and outcomes to the client, in line with the Facility Plan and client’s expectations and business needs 任职要求： Qualification & Requirements 本科或等同学历 Bachelor degree or equivalent 技术、企业管理、酒店管理、工业管理等专业 Major in Technical, Business Management, Hotel Management or Industrial Management discipline 5年以上软服务领域监督管理经验 5 years and above of management/supervisory experience in the soft service and/or maintenance operations 良好的团队意识 Good team spirit 较强的领导力和执行力 Strong leadership and execution ability

岗位职责： 1、督导前台日常工作，如客人的入住办理，离店办理等。确保客人对入住的满意度，坚持酒店标准。 2、与前台员工合作，督导并激励他们用最佳的工作状态在工作，包括员工的仪容仪表。能够满足客人的要求，并高效礼貌地解决投诉，并把工作经验分享给其他员工以提高客人满意度，并记录客人的喜好和投诉要求。 3、做好后继跟踪服务，并报告给前厅经理。 4、与各个部门合作，及时分享客人正确信息，如房间价格，房型，消费信息，客人喜好等，以便我们能够预见并高效地满足客人的要求。 5、工作交接要报告客人的投诉，不正常情况和需要跟踪完成的事件，确保高效率工作。 6、各个OTA平台点评提升。 任职要求： 1、同等岗位任职要求不低于2年，有前台接待经验2年以上; 2、形象好气质佳，身高1.6以上。无纹身，美甲，染发等 3、电脑操作熟练，口语四级以上，对酒店OTA运营了解。

Purpose of role:  角色定位   The W Insider connects, differentiates and elevates the guest experience with extraordinary experiences. The W Insider creates an Insider Culture at the hotel - with guests, the team and the community. Anticipating and uncovering what will WOW the guest, and empowered to act, the W Insider uses networks, relationships and access to connect the newest, latest and coolest to the W brand and the W guest. 内幕时尚达人用非凡的体验来连接、区分和提升客人的体验。内幕时尚达人在酒店创造了一种内幕文化，包括客人、团队和社区。W Inside利用网络、关系和访问权限，将最新、最酷的内容与W品牌和W客人联系起来。 The W Insider brings to life the W core value of ‘Insider’ for the W guest and allows W Hotels Worldwide to activate this key brand differentiator in a way that creates both valuable and memorable experiences for our guests, ultimately driving loyalty to the W brand and providing hotels a way to differentiate themselves in the ever-growing lifestyle hotel marketplace. The position ensures that there is someone available at key times to focus entirely on providing guests insider tips and information on the city they are in as well as creating WOW moments (both big and small) that come to life during the guest’s experience at W. 内幕时尚达人为W客户带来了“Insider”的W核心价值，并允许全球W酒店以一种既能为我们的客户创造有价值又令人难忘的体验的方式激活这一关键品牌差异，最终提高对W品牌的忠诚度，并为酒店提供一种在不断增长的生活方式酒店市场中脱颖而出。这一职位确保在关键时刻有人能全神贯注地为客人提供他们所在城市的内幕信息和信息，并在客人在W酒店的体验中创造出令人惊叹的时刻（无论大小）。 Unlike other guest-facing talent who have another primary function beyond interacting with guests and providing inside information – like a Welcome Agent accurately processing a check-in or check-out or a Concierge responding to guest inquiries and phone calls –the W Insider has this as their primary role. The role of interacting with guests personally, ensures a more enhanced guest experience and more frequent activation of the ‘Insider’ core value, which in turn leads to greater congruency between W’s promise of insider access and the actual delivery of the experience. 与其他面向客人的人才不同，内幕时尚达人除了与客人互动和提供内部信息外，还具有其他主要功能，如接待代理准确处理入住或退房，或礼宾部回应客人的询问和电话，内幕时尚达人将此作为他们的主要角色。与客人进行个人互动的作用，确保了客人体验的增强和“内部人”核心价值的更频繁激活，这反过来又导致W承诺的内部人访问和实际交付体验之间更大的一致性。   Key responsibilities: 主要职责 % of Time Spent  时间分配% 50% ENGAGE FACE-TO-FACE •Build guest relationships in the hotel •Take them through the experience 面对面接合 在酒店建立客人关系 带他们体验 25% COMMUNICATE & PERSONALIZE •Pre-stay communication •In-stay WOW and Recovery (FIXER) •StarGuest 沟通和个性化 入住前沟通 入住WOW和修复 StarGuest 25% NETWORK & COLLABORATE •Cultivate your local city network •Collaborate with GM, Music Curator, B&F, Sales, PR and Marketing 网络与协作 建立本地城市网络 与总经理、音乐策展人、B&F、销售、公关和营销部门合作 •Become the go-to Present at Team Meetings 成为团队会议上的主角   Profile required: 角色要求  Specific Job Knowledge, Skills and Abilities 特定的工作知识、技能和能力 : • Excellent networking and communications skills 优秀的网络和沟通技能 • Excellent and in-depth knowledge of the local area and in particular lifestyle focused events and locations that are connected with fashion, design, entertainment, music and B&F. 对本地区，特别是与时尚、设计、娱乐、音乐和餐饮相关的以生活方式为中心的活动和地点，有着卓越而深入的了解。 • A genuine personal interest in lifestyle events and information that is close to W’s core values and brand positioning 对生活方式和信息的感兴趣，接近W的核心价值观和品牌定位 • Excellent interpersonal and problem resolution skills with an outgoing personality and ability to work as part of a team 优秀的人际关系和问题解决能力，性格外向，有团队合作能力 • Excellent communication and organization skills – ability to handle multiple tasks at once and follow-up whenever needed 出色的沟通和组织能力-能够同时处理多项任务，并在需要时跟进 • Basic computer skills, preferably including but not limited to Microsoft Word, Excel, Galaxy/LightSpeed, and Starguest. 基本的计算机技能，最好包括但不限于微软word、excel、galaxy/lightspeed和starguest。 Physical Demands 身理需求 : Walking and standing are required most of the working day. This includes through the Living Room where music levels may be higher during evening hours. Length of time for these tasks may vary from day to day and task to task. 大部分工作日都需要步行和站立。这包括通过潮堂，那里的音乐水平在晚上可能会更高。这些任务的时间长度可能因日期和任务而异。 Qualifications： 资格证书 Any combination of education, training, or experience that provides the required knowledge, skills and abilities. High School or equivalent, college degree preferred. Experience working in a lifestyle-related business or environment would be a highly positive attribute. 提供所需知识、技能和能力的教育、培训或经验的任何组合。高中或同等学历，大专以上学历优先。在与生活方式相关的商业或环境中工作的经验将是一个非常积极的因素 Grooming： 仪容仪表 All talent members must maintain a neat, clean and well-groomed appearance. Specific W standards are to be met. Styling should be in line with W wardrobe but also uniquely personal to the W Insider (a standard uniform is not encouraged). 所有英才成员必须保持干净和整洁的外表。应满足特定的W标准。造型应符合W制服，但也独特的内幕时尚达人（不鼓励标准制服）。 Other： 其他 Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment. 按照标准定期出席，这可能是不时建立的，是成功履行这一职务的关键。出勤不正常的员工将受到纪律处分，直至并包括终止雇佣关系。 Due to the cyclical nature of the hospitality industry, talent members may be required to work varying schedules to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings is required. 由于酒店行业的周期性特点，可能需要英才成员根据酒店的业务需求，制定不同的工作计划。此外，还要求参加所有预定的培训班和会议。

招聘岗位：副理-前厅部 【工作职责】 协助经理确保前厅部正常和高效的运作。礼貌并有效地处理客人和员工的询问，对于无法立即处理的投诉和提出的问题，应汇报上级，并迅速跟进及时反馈结果。保持与顾客和同事之间良好的合作关系。 【任职要求】 1. 精通电脑操作和前台系统，具备较强的英文听说读写能力和对客服务技巧 2. 拥有良好的沟通交流和人际协调能力 3. 保持高标准的个人形象和仪容仪表 4. 能适应灵活的班次 5. 具有良好的宾客服务意识和团队协作精神 6. 至少一年以上同岗工作经历 【福利待遇】 月休8天/提供食宿/年假10天起/每日历年凯悦集团姐妹酒店12间夜免费房/月度员工认可奖励/绩效奖励 We are looking for Assistant Manager-Front Office. 【Job Responsibilities】 To assist the Manager with the smooth and efficient running of Front Office Department within the Rooms Division.Handles guest and associate enquiries in a courteous and efficient manner, reporting complaints or problems if no immediate solution can be found, whilst feeding back a prompt follow up. Maintains positive guest and colleague. 【Job Requirements】 1. Proficient in computer operation and front desk system, with strong English listening, speaking, reading and writing skills, and customer service skills 2. Have good communication and interpersonal coordination skills 3. Maintain high standards of personal image and grooming 4. Able to adapt to flexible shifts 5. Have a good sense of guest service and teamwork spirit 6. At least one year of work experience in the same position 【Benefits】 8 days off per month / Provide associate dormitory / 10 days up Annual leaves/ 12 free nights at Hyatt hotels per calendar year / / Monthly associate recognition awards / Monthly Incentive

岗位职责 1、负责酒店VIP的日常接待工作。 2、协调与其他部门的工作关系，确保宾客得到满意的酒店产品和良好的服务。 3、为客人提供优质的服务，发展良好的宾客关系，满足宾客特殊需求，处理各类宾客投诉。 技能水平： 1、有熟练的服务技能技巧和一定的应变能力，能妥善处理服务过程中出现的一般性问题。 2、掌握餐厅服务规程，了解各种菜肴的基本特点和简单的烹制方法。 3、具有亲和力及良好的沟通表达能力。 4、工作细致，责任心强。 任职要求： 1、酒店旅游管理相关专业。 2、大专及以上学历。 3、有政务接待工作经验者优先。 4、一年以上酒店或餐饮接待工作经验。

岗位职责 1、协助酒店高级管理层对酒店的运作收集对客服务过程中所产生的问题信息。 2、在前厅副经理的直接领导下，在当班期间负责整个酒店的正常运作。 3、要负责处理宾客的问题和投诉。 4、要负责重要宾客的迎领工作。 5、进行整个酒店的安全和日常的设备检查工作。 6、解决当班期间发生的安全问题。 7、向其它班次协调交班记录上需要沟通的事项。 岗位要求 1、大专以上学历，有同岗位工作经验3年以上。 2、能用流利的英语从事前厅服务形象气质佳，精通电脑操作，具备较强的英文听说读写能力。 3、仪表端庄，热爱酒店工作，钻研业务，反应敏捷，善于交际具有较好的管理和协调能力，能够很好的发挥其管理、领导和监督的作用。 4、注重细节，工作有责任心，敢于承担责任，执行力较强。 5、有上进心和良好的学习能力和抗压能力。

工作职责：  1、Cooperates, coordinates and communicates with other hotel departments as required. 积极合作协调与其他部门的交流。  2、Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the hotel 积极的了解客人确保得到重视和立即采取行动。  3、Responds to guest needs and resolves related problems 回复客人的要求和解决相关问题。4、Supervises and directs Reception personnel. 协助管理和指导前台的日常工作。  5、Ensures VIPs receive special attention 确保所有贵宾和会员享受特别的服务。 6、Inspects front of house and back of house regularly for cleanliness. 经常检查前台和后台区域的清洁。  7、Assists Guest Relations in greeting, rooming, and sending off VIP guests. 协助宾客服务欢迎，安排房间和欢送重要贵宾。  8、Monitors appropriate standards of conduct, uniform, hygiene, and appearance of staff. 检查所有要求标准，包括制服，卫生，仪容仪表。  9、Promotes inter－hotel sales and in－house facilities. 推广酒店的销售和酒店的设施。 10、Checks billing instructions and monitors guest credit，Analyses and approves discounts and rebates. 检查日常客人账户情况，分析和授权所有的折扣和冲减项目。 欢迎在中国的优秀外籍应届生应聘  任职资格：  1. Guarantee high－quality service to both internal and external guests of the hotel. 保证向酒店内部和外部客人提供高质量的服务.  2. Maintain the normal operation of hotel facilities and equipment. 维护酒店设施设备的正常运转. 3. Keep the working environment clean and tidy. 保持工作环境整洁.  4. Edit and update work standards and procedures. 编辑更新工作标准和程序.

酒店前厅部经理岗位职责 1．负责前厅部的全面工作，对总经理负责。 2．对员工素质、工作效率、服务水准等负有管理和培训的重要责任。 3．负责本部门的财政预算，对部门的工作策划、督导等负有重要责任。 4．工作策划 （1）负责策划本部门的工作； （2）制定本部门的财政预算； （3）主持部门业务会议，进行业务沟通； （4）向部属下达工作指标和工作任务，并指导工作； （5）负责与酒店管理系统进行业务联系与沟通； （6）协调与纠正部门之间出现的工作矛盾和偏差。 5．工作检查 （1）检查总服务台各部员工的仪表、仪态和工作质量，检查总台设施是否布置有序、整洁美观； （2）检查前厅、门前迎宾员和行李员的仪容、仪表、仪态及工作程序，是否对宾客服务周到、热情有礼，爱惜客人的行李物品； （3）检查房间预订情况，了解和掌握房态； （4）检查电话接线员的语音语气、声调是否清晰、柔和、有礼貌，服务是否周到及是否爱惜工作设备； （5）检查工作人员是否周到细致地为客人服务，客人交办的事是否办妥，是否能帮助客人解决疑难问题； （6）检查其他人员，如分送报纸、报表接待计划等员工是否尽职尽责、保质保量地完成工作。 6．日常工作 （1）参加部务会议、业务会议。例会等，提出工作疑难、工作建议、工作计划等请总监决策； （2）审阅部属各部门的工作报告和工作日志、报表； （3）制定和实施培训计划，对部属员工进行思想教育和工作培训； （4）负责门前迎送“V．I．P．”客人的工作督导和指挥； （5）抓好本部门的安全、卫生管理； （6）向总经理汇报工作。

管理本班的前厅部各分部门工作确保客人得到快速的，专业的服务和个人的关注。 

【岗位职责】 1.负责酒店前厅部的接待和管理工作，熟悉酒店服务设施的功能，处于完好状态； 2.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； 3.保持良好的客际关系，能独立有效地处理宾客投诉； 4.辅助前厅经理完成管理工作； 5.向所有部门提供功能性支持和指导； 6.按需要与酒店其它部门进行合作、协调和沟通； 7.熟知酒店紧急情况所有处理程序等； 【岗位要求】 1.三年以上前台工作及一年以上前台管理工作经验 2.掌握前厅部工作知识并且十分熟悉前厅部日常运行； 3.具有良好的沟通协调能力 4.良好的英语能力、管理技能、沟通技巧； 5.良好的组织以及解决问题的能力，以及良好的财务知识。 6.良好的心理承受能力，在工作中始终保持积极的态度。

福利待遇：双休，免费食宿，夜班补助、带薪年假，五险一金、公积金、中秋节春节等节日福利。 1、代表总经理和酒店建立良好的宾客关系，维护酒店的声誉。 2、回答客人的询问，并提供必要的帮助和服务。 3、妥善处理一切有关酒店服务与设施的投诉，听取客人的各类意见和建议。 4、协调有关部门处理客人在酒店内发生的意外事故。 5、维护大堂及公共区域的秩序，确保宾客和酒店的人身及财产安全，保持环境的安静、整洁。 6、协助或代表总经理做好VIP和各层级客人的接待工作。 7、检查、督导在大堂及公共区域工作的各部门的工作情况和遵章守纪情况。 8、征求宾客意见，及时向总经理汇报并向有关部门反映。 9、详细记录在值班期间所发生和处理的所有事件。将一些特殊的、重要的内容整理成文，交前厅部经理审阅后呈总经理批示。 10、负责本岗位设施与器材的使用、保养、管理工作。 11、完成上级指派的各项其他任务。

1.负责接待VIP客户，把握客户喜好，用餐过程中及时提供服务； 2.负责餐前摆台.餐后整理工作，用餐环境保持整洁干净； 3.负责VIP餐厅的物品盘点工作。

作为宾客关系经理，负责领导前台服务团队并维护整个大堂区域的环境与秩序，与客人沟通并保持客人的满意度。 针对私人管家部门的日常运营职责进行整个大堂区域对客部门的日常运营，具体工作内容由首席私人管家委派，旨在提高宾客满意度和记录部门每天的个人绩效。遵守政府关于酒店应急措施、安全和其他常规要求的规定，以及品牌标准和当地政策和程序。提供独特的客户体验，并将品牌带入生活。