主要工作职责： 1.全面管理瑞吉管家团队。 2.根据客人需要提供个性化的管家服务。 3.对瑞吉管家的服务标准进行日常培训，保持管家服务始终符合集团标准。 任职资格 1.5年以上的相关星级酒店工作经验。有管理岗经验。 2.良好的团队领导能力。 3.良好的沟通技巧。 4.良好的英文沟通能力。

- 3年以上五星级酒店宾客关系团队负责人或相关经验 - 精通英文沟通技能，良好的中文沟通技能，包括听、说、读、写 - 良好的团队合作能力 - 熟悉Opera操作系统 - 反应迅速、敏捷、有责任心

负责会员客户引领接待及咨询，维护会员客户关系。 有航空公司空乘服务经验，头等舱服务经验者优先考虑。 大专及以上学历。

Job Summary 职位简述 To assist Owner’s Representative to plan, organize and guide all process of  owner office to ensure a memorable arrival & departure experiences as well as quality reception service that is consistent with SOPs. 协助业主代表计划、组织和指导业主方的工作，确保为业主方客人提供难忘的体验以及根据标准运营程序提供高质量的接待服务。

1、监督客户关系部及洲际俱乐部工作人员，以确保来宾始终得到礼貌接待及充分的注意和重视，由此实现最大的客人满意度 2、确保每一位贵宾从入住到离店得到个性和及时的服务. 3、在贵宾到达前对贵宾房进行检查 4、亲自迎接重要贵宾 5、与其它部门和必要的外部承包商联系，以确保提供高质量的服务 6、对高效的常客客史档案系统维护实施监管 7、促进店际销售及完善内部设施 8、行使下列功能，包括但不仅限于： o    向优悦会会员和常客致欢迎信 o    发展优悦会会员 o    回应客人提出的特别要求 9、开发和应用客人电话联系系统 10、解决客人投诉，确保客人满意。通过客人意外报告， 11、通过与客人沟通总结客人喜好。 12、在大堂迎接客人，并保持良好沟通，负责提高客人满意度：心语 13、计划并参加优悦会和贵宾的定期鸡尾酒会和社会活动，以便进一步提高服务质量 14、不断的发掘提高服务质理及效率的战略 15、每日审阅预订报告，标注重要客人，并与员工沟通客态、预抵信息等 16、分享重要客人预抵信息，每日酒店宴会信息，标注服务中需要注意提高的地方 17、解决问题，并征询员工意见 18、建立和完善宾客关系部门规章制度 19、具有安全意识，如钥匙控制、电脑信息安全、客人登记资料。对紧急事件能做出适当的反映。具有安全消防意识 20、面试及挑选合适的员工 21、监管、培训及发展员工 22、维护团队积极向上，并有凝聚力 23、组织每日例会,证持员工信息畅通。参加客务部每日例会，并传达信息给员工。 24、不断的发掘提高服务质理及效率的战略 25、至少1-2 年相关工作经验或相似的管理经验，或与此相当的教育与工作经验结合的背景 26、 具有酒店管理，商业管理学士学位或相等的学位优先考虑。 27、具备洲际集团旗下酒店工作经验优先考虑

忠诚客户经理的职责在于认知和建立与万豪旅享家精英级会员，积分兑换的入住等客人的情谊。确保精英级会员得到高质量高效率的服务。负责监督忠诚客户团队持续为精英级客人提供高质量的入住体验，欢迎客人，收集客人的喜好，放置欢迎礼品及礼品的成本控制，实施宾客满意度项目（特别是对于会员满意度项目），推动万豪旅享家相关会员政策的跟进。协同人事部做关于万豪旅享家忠诚客户的培训。

岗位职责 1.培训提升部门员工的接待能力； 2.熟悉酒店一切规章制度、服务标准及流程；熟记酒店应知应会内容，及时为客人解答关于酒店的任何咨询。 3.与VIP客人保持良好的沟通以便了解客人喜好，建立酒店VIP档案库； 4.负责酒店所有VIP客人的跟踪服务，从到店前的预订、到店、外出等全程服务保障，协助VIP客人解决疑难事宜； 5.负责酒店运营服务品质监督，跟进提升； 6.负责酒店宾客关系维护，尤其是OTA、会员、贵宾、回头客等重要客户； 7.及时撑握当日客情以及会议、宴会活动，协助相关部门做好服务保障工作； 8.每日收集酒店宾客意见，以及采取跟进措施并向上级汇报。

岗位职责 1.建立VIP客人和长住客客人的宾客档案、尽可能全方面的了解他们的住宿喜好及实际需求； 2.做好宾客服务记录，建立宾客服务档案； 3.定期对长住客客人、VIP客人等进行拜访，了解客人的服务要求并及时满足，听取客人的意见和建议，并将客人的相关意见、建议、投诉等向上级反馈，协助做出有效处理。 岗位要求 1.专业不限，酒店管理、旅游管理专业人员可优先考虑； 2.外观端庄、形象气质良好，身高168cm以上; 3.英语口语熟练，可作为日常工作语言； 4.能接受酒店班次安排，主要意向酒店一线服务专家岗位发展。 请注意：你的简历信息将会被我们转发到我们的第三方招聘系统进行流程使用。我们会采用合理的安全措施来保护您的个人数据安全，如您继续申请该职位，即表示您已知晓并认可我们的操作

- 副经理级别（5级） - 3年以上相关工作经验 - 尊重客人需求，认真对待客人的提问或投诉，热衷于满足客人期望，时刻提供专业和高水平的服务质量 - 工作自觉主动、负责任 - 性格开朗，能从容应对压力 - 具有良好的团队合作精神，全力支持并协助他人工作 - 出色的沟通及表达能力 - 愿意接受轮班工作 - 英语熟练 - Assistant Manager （Level 5） - At least 3 year similar working experience - Respects guest needs; takes great interest in satisfying them by taking their interests and complaints seriously; consistently delivers professional services with high quality work standards - Acts on own initiative and takes responsibility for own work - Have a bright and cheerful disposition，can contend with pressure - Has team spirit, willing to provide assistance and helpful - Has good communication & interpersonal skills - Accepts to take shift work - Proficiency in English

- 副经理级别（5级） - 3年以上相关工作经验 - 尊重客人需求，认真对待客人的提问或投诉，热衷于满足客人期望，时刻提供专业和高水平的服务质量 - 工作自觉主动、负责任 - 性格开朗，能从容应对压力 - 具有良好的团队合作精神，全力支持并协助他人工作 - 出色的沟通及表达能力 - 愿意接受轮班工作 - 英语熟练 - Assistant Manager （Level 5） - At least 3 year similar working experience - Respects guest needs; takes great interest in satisfying them by taking their interests and complaints seriously; consistently delivers professional services with high quality work standards - Acts on own initiative and takes responsibility for own work - Have a bright and cheerful disposition，can contend with pressure - Has team spirit, willing to provide assistance and helpful - Has good communication & interpersonal skills - Accepts to take shift work - Proficiency in English

【岗位职责】 1、通过训练领导和激发礼宾台和宾客关系部团队员工 2、积极地参加职业培训，让员工保持水平一致。 3、做队员的导师，提高员工水平，促进他们完成所设立的目标。 4、确保员工手册，相关劳动法，HR指南的一致性，必要的时候提供培训。 5、训练有潜力的员工，提高他们的工作能力。 6、致力于酒店工作，为酒店发展提供建议，有创新精神，为顾客提供品质服务。 7、简单易懂的训练新员工，使器其尽快达到胜任工作的最低标准，明白他应该要到什么样 8、为顾客提供热情服务，让他们立刻有回家的感觉。 9、核对宾客完整的预定及详细信息，确保付款方式安全有效。 10、将客人送至客房，介绍客房布局，确保行李及时寄存等。 11、采取必要行动，及时有效的处理顾客的不满，适当的时候告知值班经理或宾客关系经理。回访客人，确保客人对解决方法满意。 12、维护顾客档案和信息，确保有效的预定。 13、征询客人的反馈和评价，以提高服务质量，预防事故发生。 14、和销售，预定和商业发展团队共同为客人提供服务 14、确保VIP客人的待遇，核对所有预定信息，确保VIP房间所有物品准备齐全。 15、确保在VIP客人到达之前，房间所有物品准备齐全，并且符合VIP身份。向上级部门提供VIP客人的信息及相关报告备用。 16、负责分类管理HHonours，确保为会员顾客提供优质专业的服务，劝说顾客加入会员。负责管理员工晋升以及一切和 HHonours 有联系的事物。 17、与宾客服务经理联系，确保房间的分配与客人的预订及喜好等保持一致，集中管理销售库存。 18、确保宾客档案信息及时录入公安报告系统 19、遵循酒店品牌标准。 20、掌握酒店酒店的基本概况。 21、了解酒店周边地区的最新信息，名胜，风景地等，为顾客提供方便。 22、与餐饮部，客房部，工程部等进行有效的联络。 23、保持酒店数据的准确，便于操作。维持前厅设备

岗位职责 1、致力于酒店工作，为酒店发展提供建议，有创新精神，为顾客提供品质服务。 2、简单易懂的训练新员工，使其尽快达到胜任工作的最低标准。 3、核对宾客完整的预定及详细信息，确保付款方式安全有效。 4、采取必要行动，及时有效的处理顾客的不满，适当的时候告知值班经理或宾客关系经理。回访客人，确保客人对解决方法满意 5、征询客人的反馈和评价，以提高服务质量，预防事故发生。 6、确保VIP客人的待遇，核对所有预定信息，确保VIP房间所有物品准备产全 7、确保为会员顾客提供优质专业的服务，劝说顾客加入会员。负责管理员工晋升以及一切有联系的事物。 8、其他日常工作 要求： 1、有责任心，吃苦耐劳； 2、形象好，气质佳， 3、大专（含）以上学历（有相关酒店工作经验两年）

【Key Responsibilities】 1、 Lead the team to celebrate and showcase Peninsula's heritage of warm hospitality. Continuously pursue excellence to provide better service for guests 2、Be generous to colleagues and guests.  Be genuine, shows respect and be a team player 3、Respond to challenges positively and have fun at work. Constantly explore and innovate to improve 4、Possess strong communication skills and are able to connect well with colleagues and guests 5、Manage daily operations and task assignments of the Guest Relations Team 6、Be the leader of the Guest Relations Team, taking responsibility in engagement, training and development 7、Continuously learn, seek for improvements and development, motivating the team members to do the same  【Job Description】 1、5 years' experience in Guest Relations /Front Office with at least 2 years in managerial position 2、Excellent communication skill in both Chinese and English 3、Strong ability to operate the hotel PMS systems 4、Ability to supervise and motivate 5、The ability to work well in a team environment 6、Flexible schedules and working hours; willingness to work weekends & holidays required.  【其他福利】 1、工资调整：酒店将根据业绩和提升情况进行工资调整 2、 百分之一服务费奖金：具体金额根据酒店营运状况而定 3、 年终奖：酒店将根据公司业绩及员工绩效制定年终奖方案 4、 酒店将根据政府的规定为您缴纳养老保险、医疗保险、失业保险、工伤保险、生育保险和住房公积金 5、为了给您与您的家属提供更好的保障，酒店将为您与您的家属购买补充医疗保险 6、您产生的门急诊医疗费用，赔付比例为75%(含乙类)；住院医疗费用，赔付比例为100%(含乙类) 7、您的连带配偶和子女产生的门急诊医疗和住院医疗，赔付比例为50%(含乙类) 8、您的年假天数：15个工作日，每服务满1年增加1天，最多不超过20个工作日 9、每个公历年将享有的带薪病假天数：9天 10、法定假日天数：11天 11、每年享受一次在全球的任一家半岛酒店为期3晚的免费住宿，参考当时出租率或其他限制

岗位职责： 1.客诉管理及处理 2.重大应急事件预防与管理 3.会员招募目标确认与计划实施 4.顾客服务楼面运营管理 5.开闭店的服务管理 6.顾客心声收集与意见反馈. 7.对商场内的服务及硬件提出相关建议 8.顾客服务指导监察与培训管理 9.对卖场营业员服务管理抽查管理 任职要求： 本科及以上，高端酒店服务行业/百货商场背景出生   精通公司对客服务礼仪及仪容仪表标准 熟知客诉处理等对客服务专业知识      熟悉品牌相关商品知识 具有一定英文能力

岗位职责： 1、负责接待及服务住客，解答住客提出的问题，并按照住客要求提供服务； 2、积极配合公寓管理部门，做好公寓的日常维护和保养工作，确保公寓的正常使用； 3、审核入住客人的身份，并负责发放、收回住客房卡，登记住客信息； 4、负责上报及拆卸电器，维修家具设备，保证公寓安全; 5、及时处理客房投诉，维护客房正常使用; 6、积极了解住客服务需求，提供客房增值服务； 7、定期检查公寓安全设施和设备，及时处理紧急安全问题; 8、及时跟进客户缴纳公寓水电费。 岗位要求： 1、拥有酒店前厅或客房相关工作经验1年以上； 2、熟悉物业、酒店等服务行业情况； 3、具有强烈的责任感和服务意识； 4、接人待物态度和蔼、认真细致、形象气质佳； 5、拥有良好的沟通和协调能力； 6、丰富的管理及运营经验。 福利待遇： 试用期3个月、包吃包住、月休6天、工作8小时、五险一金、部门团建、法定假、带薪年假、年度体检、生日礼物、过节福利。

This position is for foreign nationals only. (本岗位只开放予外籍人士）You will be responsible to assist with the efficient running of the department in line with Hyatt International's Corporate Strategies and brand standards, whilst meeting employee, guest and owner expectations.  The Guest Experience Manager is responsible to assist the Front Office Manager in managing the day-to-day operation of our Front Office, which covers the hotel's operators, ordertakers and designated guest service officers.

About Four Seasons Hotels and Resorts At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us. About Four Seasons Hotel Suzhou Four Seasons Hotel Suzhou is a luxury island retreat fully commanding a 30 acre (12 hectare) private island on the scenic Jinji Lake. Set to open in the second half of 2023, the Hotel will have over 200 well-appointed rooms, suites and private villas, lush gardens, indoor and outdoor pools offering a lifestyle that is uniquely Suzhou and uncompromising service that is uniquely Four Seasons. Job Description The Four Seasons Hotel Suzhou is looking for Guest Experience Manager who shares a passion for excellence and who infuse enthusiasm into everything they do. We hire motivated people who we train to perform superbly, while we create an environment where they can flourish. Ultimately, our culture breeds success, and rewards it in many different ways. We encourage and expect all of our employees to behave consistently in a manner which demonstrates: • Commitment to supportive teamwork and open communication • Responsibility for ongoing enhancement of their skills and performance • Recognition of personal accountability for their own actions and the outcomes of those actions • An understanding of the effect of their behavior on our guests, their fellow employees and the reputation of the Company Job Summary The Guest Experience Manager (GEM) reports to Front Office Manager and respond to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with all Four Seasons’ policies. (GEM) is the liaison for the property and to guests celebrating special occasions, guests that are High Expectation or guests that are VIP for the property or the company. The GEM is very active around the hotel and is responsible for the guest’s experience while staying at the hotel. They are to be the face of the hotel and as active as possible; they greet guests upon arrival, interact with them throughout their stay, ensuring satisfaction, arranging any requests they may have, and solve any issues that may arise during their time in the hotel, and finally they wish the guests well as they depart. Interviews, trains and schedules the Guest Experience Staff (and Bell Staff). Supervises day-to-day performance of the staff.  Coaches staff to achieve Core and Service Culture standards. Conducts performance reviews. Disciplines staff as needed. Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. Responds to all guest requests in an accurate and timely manner making recommendations based on local knowledge and hotel practices.  Trains and handles various digital programs (Key, Chat, Mobile Check-in, Website Check-in, Shopping Cart, etc) to improve guests stay experience. Assures that Guest Experience Staff knows what activities are available in the city (theatre, sports, concerts, shows, special exhibits, sightseeing) and establishes close contacts with vendors in these areas in order to provide information, ticketing, and reservations for guests. Assures that desk collateral and information for restaurants, museums, attractions, maps, and other local attractions are updated and current. Processes packages, faxes, messages, and mail which may be either outgoing or incoming in an accurate and timely manner. Stores and retrieves guest luggage and packages.              Pre-Arrival Pre-arrival reconnaissance email to be sent 3 days prior to the guests arrival introducing the GEM, offers information tailored to the purpose of the guests stay and aims to gather any guest preferences. GEM will work closely with the Front Desk team to ensure preparation and completion of guest’s requests and generate an itinerary for guests to receive upon arrival.              Arrival Ensure all amenities and preferences are prepared for guests so their arrival is smooth and exactly as expected. Welcome guests upon arrival to the hotel to make a personal introduction explaining the purpose of the Guest Experience Manager and inform the guest where/how to get in touch with the GEM.  If able, conduct in room check in so the guest can begin their relaxation as soon as possible. Provide guests with an itinerary of their pre-arranged activities.              Throughout the Stay A daily “GEM Guest list” will be prepared to ensure that they are contacted every day in person, and if not able to meet in person, a phone call will be made to ensure guests are enjoying themselves and that if there is anything that needs following up on. GEM will be present at large activities and daily events.  This will include Breakfast daily, peak lobby times, and any organized weekly or special events. Being on hand as much as possible, allows the GEM to offer many upsell opportunities in an extremely natural manner.  It is easy to inform guests of upcoming activities, and allows guests to pre-arrange dinner, spa treatments, and special touches for guest throughout their stay.              Upon Departure GEM to meet guests upon departure to obtain guests feedback, ensure satisfaction with their stay, and see if there is anything further that can be done for the remainder of their time in Hangzhou, next leg of their journey, or for their trip home.              Weekly GEM will go through all arrivals for the upcoming week and select, then highlight the upcoming VIP guests.  These will include, Guest Return, Long Stay, Suite Guests, Preferred Partners, American Express Platinum, Global Guest Return, Global Guest History, Employees, Elite Guests, and additional VIPs from Travel Agents and other Four Seasons Properties. This VIP Report allows the hotel to understand who is arriving and who we, as a whole need to keep an eye on.              Monthly The GEM presents at the Monthly Meeting any new enhancements that take place for the guests or any new procedures that will ensure the guests enjoy their stay. The GEM will be at the forefront of both the creation as well as the implementation of many innovations at both the property as well as the company level, which will include best practices and coordination between properties. The GEM becomes the person that assists in creating and coordinating any surprises for guests from members of the team or from other guests.  This includes Birthday surprises, Wedding Proposals, and outside Amenities from family members of guests staying at the property. Requirements We are looking for individuals who are strategic, have strong business acumen, good communication, and interpersonal skills. • At least 2~3 years of relevant work experience in the International Luxury Hotel. • Self-driven and a strategic resourcing professional. • Able to work independently and under pressure in a fast pace working environment. • Good team spirit, multi-tasking, cooperative with good communication and interpersonal skills. • Good command of both written and spoken Chinese and English. • Mandarin Speaking and Work authorization in China is a must. Join us and Enjoy… • An opportunity to build a life-long career with global potential and a real sense of pride in work well done • Best-in-industry training • Complimentary stays at Four Seasons properties (based on availability) with discounted meals • Incentive bonus/ competitive salaries • Employee service awards • Annual employee party/ social and sporting events Learn more about what it is like to work at Four Seasons – Visit us: Official Website: http://www.fourseasons.com/careers/ LinkedIn: https://www.linkedin.com/company/four-seasons-hotels-and-resorts

【岗位职责】 1、致力于酒店工作，为酒店发展提供建议，有创新精神，为顾客提供品质服务。 2、将客人送至客房，介绍客房布局，确保行李及时寄存等。 3、采取必要行动，及时有效的处理顾客的不满，适当的时候告知前厅部经理。回访客人，确保客人对解决方法满意。 4、维护顾客档案和信息，确保有效的预定。 5、征询客人的反馈和评价，以提高服务质量，预防事故发生。 6、确保VIP客人的待遇，核对所有预定信息，确保VIP房间所有物品准备齐全。 7、确保在VIP客人到达之前，房间所有物品准备齐全，并且符合VIP身份。向上级部门提供VIP客人的信息及相关报告备用。 8、确保为会员顾客提供优质专业的服务，劝说顾客加入会员。 9、确保房间的分配与客人的预订及喜好等保持一致。 10、遵循酒店品牌标准。 11、了解酒店周边地区的最新信息，名胜，风景地等，为顾客提供方便。 12、与前台紧密联系确保行政楼层各信息和工作的准确性。 13、亲自接受宾客投诉及有效地及时处理。 14、运用管理技巧调动和提高员工工作积极性，建立高效的团队。 【岗位要求】 1、具有宾客服务/行政楼层工作经验，熟悉洲际相关政策。 2、仪表端庄，热爱酒店工作。 3、能用流利的英语从事前厅服务。

Assists the Front Office Manager in efficiently managing the Department according to the established concept statement providing a courteous, professional, efficient and flexible service at all times. 协助前厅部经理按照已定的理念有效的管理部门，总是提供礼貌，专业，高效和灵活的服务 Conducts daily pre-shift briefings to associates on room occupancy, arrival and departures, functions/ event and special attention that is needed. 组织每天所在班次的例会，宣布每天的住房率、到店客人、离店客人、发生的各种一般尤其是特殊事件。 Liaises with Housekeeping and other related departments on daily operations. 在日常的工作运行中与客房部及其他各部门保持紧密的联系。 Handles guest enquiries in a courteous and efficient manner and report guest complaints or problems to Front Office Manager if no immediate solution can be found and assure follow up with guests. 礼貌并高效的处理客人的要求及投诉，需要时要向前厅部经理汇报，并且确保及时跟进。 Establishes a rapport with guests, maintaining good customer relationship. 与客人建立并保持良好的宾客关系。 Ensures that the cashiering procedures are strictly adhered to and that all floats are used appropriately in accordance to Policies & Procedures set by the Hotel and personnel with access to floats comply with internal Policies & Procedures established by Finance. 确保收银程序能按照严格的标准执行，确保每一个程序符合酒店内部及财务部所制定的政策及程序要求。 Coordinates all Repair and Maintenance and issues repair and maintenance job orders to ensure proper maintenance. 协调好各种修葺及维护工作以确保酒店财产的正常维护。 Organizes and liaises with Housekeeping department to ensure that the established cleaning schedules are strictly adhered to. 组织和联系客房部，确保严格执行确定的清洁计划。 Ensures that Front Office plays a supportive role to Regency Club’s operations as and when needed. 确保前厅部在必要时支援嘉宾轩的运营。 Establishes rapport with guests, maintaining good customer relationship and handling all guest complaints, requests and enquiries on Front Office services. 建立并维护良好的宾客关系，在对客服务的过程中满足客人的要求并解决客人的投诉。 Ensures that all VIP/ Long Staying guests are met on arrival and when appropriate, General Manager/ Resident Manager, Director of Rooms or Front Office Manager, are informed. 确保每一个贵宾及长住客在抵店时得到接待，在可能的情况下通知到酒店的总经理、驻店经理、房务部总监及前厅部经理。 Schedules self to be in the Lobby and the Front Desk during peak operation hours, constantly checking on standards of services, quality of guest interaction and cleanliness. 高峰时段的工作日志及程序应置于前台，要时时地检查各种服务的标准和质量以及客人间的相互关联。 Pro-active in seeking guest comments and feedback, maintaining excellent public relations. 对于客人的意见及回馈要有前瞻性的意识，时刻保持良好的公共关系。 Maintains awareness of new market trends and activities of competitors ensuring that the operations remain preferable in the eye of customer. 保持对新型市场趋势及竞争对手行为的时时关注以确保部门运行对于客人的持续满意度。 Implements a consistent Guest Recognition Programmes and maintains a relevant Guest Database. 长期实施对客认知计划并维护相关的客史数据库。 This position is opened for foreigner. 该岗位接受外籍人员。

岗位职责: Operate Excellently卓越运营 1.Oversees and assists in the preparation and updates of the Front Office Departmental Operations Manual. 监督并协助前厅部运营手册的准备及更新。 2.Conducts regular communications meetings and ensures that departmental briefings and meetings are effective and conducted as necessary. 定期主持召开部门沟通会并确保例会和会议切实有效且在必要时进行指导。 3.Ensures that all Front Office employees deliver the brand promise and provide exceptional guest service at all times. 确保所有前厅部员工遵循品牌承诺并始终提供优异的对客服务。 4.Ensures that Front Office employees also provide excellent service to internal customers as appropriate. 确保员工适时的为其他部门员工提供同样优质的服务。 5.Assists in greeting and checking-in VIP and Long Stay guests, ensures that they are met by an Duty Manager. 协助贵宾和常住客的接待及入住登记，确保由值班的经理接待这些客人。 6.Ensures that all Front Office employees are aware of current promotions, policies and other important information. 确保所有前厅部员工知悉最新的促销信息，规章制度及其他重要信息。 7.Implements consistent guest recognition programmers and maintains a relevant guest history database. 贯彻集团统一的顾客认知程序并维护相关的顾客信息数据库。 8.Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily. 礼貌而高效地处理所有客人和内部的投诉和询问，确保问题得到圆满解决。 9.Maintains positive guest and colleague interactions with good working relationships. 保持与顾客和同事的良好合作关系。 10.Spends time in Front Office area during peak periods to ensure that all areas are managed well by the respective teams and deliver the brand promise. 繁忙时期确保前厅各个区域均能有条不紊地运作并实现酒店的品牌承诺。 11.Ensures that guest history records are accurately maintained and all repeat guests are pre-registered. 确保客人信息的历史记录得到精确的维护，并提前对回头客进行入住登记。 12.Maximizes employee productivity through the use of multi-skill, multi-tasking and flexible scheduling to meet the financial goals of the business as well as the expectations of the guests. 通过多技能、多任务及灵活的日程安排最大限度地发挥员工的工作能力，以实现财政目标并达到顾客的期望。 13.Ensures that the Front Office operates with the lowest possible cost structure while also delivering on the brand promise to the guest, proactively managing costs based on key performance indicators. 在确保实现服务承诺的前提下，尽可能地降低前厅部的运营成本，根据主要的绩效指标前瞻性的控制成本。 14.Maximizes rooms’ sales and revenues for the hotel through appropriate yield management, up-selling and inventory management initiatives, working closely with the relevant Heads of Department and Front Office employees. 与相关部门经理和前厅部员工合作，通过合理的收益管理，升级促销和房间安排，达到客房的销售和收入的最大化。 15.Ensures that all company minimum brand standards have been implemented, and that optional brand standards have been implemented where appropriate. 确保服务符合品牌标准的基本要求，适时提供更多可供选择的品牌服务。 16.Responds to the results of the Consumer Audit and ensures that the relevant changes are implemented. 根据顾客意见调查结果，确保所有改进措施贯彻执行。 17.Works closely with other management personnel in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests. 以协助和灵活的态度与其他管理层员工密切合作，关注酒店的整体成功和客人的满意度。 18.Takes a proactive role in the discipline of employees, when necessary. Immediate counselling should be carried out when employees are observed to be discourteous and failing to carry out their duties responsibly. 必要时承担训导员工的工作，在员工出现不当行为和未能履行应尽职责时给予及时纠正。 19.Encourages employees to be creative and innovative, challenging and recognizing them for their contribution to the success of the operation. 鼓励员工创新、变革，以及积极面对挑战，并对他们的贡献表示认可。 20.Ensures that employees have a complete understanding of and adhere to employee rules and regulations. 确保员工理解酒店的规章制度并遵照执行。 21.Attends training sessions and meetings as and when required. 参加必要的培训和例会。 22.Carries out any other reasonable duties and responsibilities as assigned. 完成其他合理分配的职责和任务。 23.Excellent ability and experience in handling and solving hotel problems 具备处理和解决酒店问题的优秀能力和丰富经验 24.Monitors rapid implementation of all quality improvement decisions and maximizes guest feedback 监督质量提升举措的广泛实施并最大化顾客反馈 25.Investigates complaints and conducts post mortem in details with Dept. Heads to ensure zero repetition. 调查顾客投诉并通过引导与部门负责人一同了解具体细节，保证不再重蹈覆辙 任职资格: Good health 身体健康 Good communication 良好的沟通技能 Pleasant looking 五官端正 Well presence 形象气质佳 Fluent in both verbal & written English & Mandarin 出色的普通话及英语的口语和写作能力 College degree or above 大专及以上学历 A minimum of 3 years as Assistant Front Office Manager in a similar size hotel. 至少拥有在相当规模酒店3年酒店管理同岗位的经验 Self-starter. 主动 Team-builder. 团队精神 Goals oriented. 目标明确 Tactful and sensitive to employee needs. 能体察员工需要 Positive role model. 以身作则 Able to multi task能力处理多项工作和任务 Computer knowledge. 计算机知识 Ability to work long hours. 能适应长时间工作

【岗位职责】： 1.负责宾客关系团队日常工作的管理 2.督导员工按照酒店的制度以及要求提供服务 3.维护客户关系，提高客人满意度 4.负责客户投诉处理以及突发事件、各类意外处理 5.负责各项报告、报表的编制 6.各项活动的组织与参与 【任职要求】： 1. 具有大专以上学历。 2. 具有5年以上宾客关系岗位经验，3年主管经验。 3. 具有较好的英语基础 。 4. 熟悉酒店前厅运营以及管理。 5. 具有较强的组织能力和沟通能力及管理能力。

The Assistant Guest Relation Manager will provide supervision, direction and leadership to the team in accordance with the objectives, performance and quality standards established by the hotel. Duties and Supporting Responsibilities: 1. Create and promote a climate of enthusiasm; maintain a work environment that promotes teamwork, performance, feedback, recognition, mutual respect and colleague commitment for achieving the goal (Colleague Engagement Survey) of the department as well as hotel. Ensures departmental practices are compliant with company policies and legal requirements 2. Take a leading role of proactively promoting upselling programs in Guest Service team and be always creative and proactive in recommending ways of achieving better result Identify training needs of the department and establish effective training programs to ensure service standards and colleagues’ knowledge are met with required standards. Liaises with Assistant Front Office Manager when planning and reviewing the training needs 3. Be very familiar with all Guest Service related Standard Operations Procedures and hotel’s policies and procedures. Make recommendation to Assistant Front Office Manager/ Front Office Manager on operating procedures to ensure smooth operation when necessary. 4. Be knowledgeable and ensure colleagues are knowledgeable about all the services, facilities, events in the hotel and be ready to sell/ upsell/ cross-sell hotel services to guests at anytime. Constantly briefs colleagues on effective cross-selling techniques 5. Ensure room is ready for guest’s arrival and it is matched with guest’s preferences 6. Ensure the team proactively extending sincere appreciation to all guests upon check-out, check satisfaction, provide useful information, offer assistance on luggage/ transfer service and invite for return 7. Ensure the team follow up all wake-up call requests with Telephone Service timely and appropriately without any delay or mistake 8. Closely monitor to ensure all incoming calls, from guest, outside line or internal colleagues, are answered by the team before the 4th ring, ask permission before putting on hold and taking ownership of guest needs so they do not have to repeat themselves again upon the line is connected/ transferred   9. Always maintain a good work relationship with other departments 10. Other ad hoc tasks and duties as required by Assistant Front Office Manager/ Front Office Manager and Director of Front Office Operations     Job Requirement: 1. A minimum of 4 years guest relations experience in luxury hotel, of which at least 2  years in a similar capacity   2. Strong knowledge of Guest Relation and Front Desk operations 3. Strong desire to deliver excellent guest services and with passion to serve 4. Ability to multi-task task and remain composed at all times  5. A good team leader with ability to drive the team   6. Computer literacy which is not limited to Excel, Power Point and Word 7. Fluent in English and Mandarin, both spoken and written

1. Efficiently coordinate the day-to-day operation of the front office operations 负责协调每日前厅部日常运营 2. Ensure that VIP guests are provided with personal, attentive and caring service 确保为给每个VIP客人提供殷勤、周到且个性化的服务 3. Responsible for HHonors program and benefits 负责希尔顿荣誉会员计划及其相关待遇 4. Acts 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，确保前台工作 5. Actively takes part in training of team including involvement in personnel measures such as assessment of performance 积极参与团队的培训，包括员工绩效考核，如员工工作表现评估 6. Assists in identifying and development of high potential team members 协助发现并提拔有潜质的员工 7. Attend career development training as and when required 在必要时参加职业发展培训 8. Be 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）

1.掌握当日客情及餐饮活动。 2.参与各项前台的工作。发现并上报工作中出现的问题。 3.掌握当天到店及离店的重要宾客，回头宾客。 4.在宾客到店之前准备好登记表、钥匙卡等以确保入住手续方便、快捷。 5.与住店宾客保持良好沟通以了解宾客之喜恶（喜好），协助宾客解决疑难事宜。 6.做好每日对住店宾客的电话拜访工作，搜集宾客意见并及时采取跟进措施与向上级反映。 7.在前台及大堂与商务楼层接待及迎送住离店的宾客。 8.协助入住商务楼层之宾客办理登记入住及离店手续.