岗位职责： 1. 负责为顾客办理入住、退房手续维护好前台电脑系统， 2. 培养新人，督导员工进行正确操作； 3. 负责前台当值员工日常礼仪监督工作； 4. 协助对宾客服务质量进行管理和控制； 5. 与宾客保持沟通，热情周到的对客服务 6. 协助前台经理对前台设施设备进行管理和控制，定期盘点； 7. 处理客人投诉及意外事件，协助各类证照的申请； 8. 配合财务部，及时完成费用的收取及催帐等工作； 9.完成上级领导交办的其他工作。 岗位要求： 1. 40岁以下，中专以上学历； 2. 有3年以上酒店或长租公寓同岗位工作经验； 3. 熟悉电脑操作及酒店预定、报表系统； 4. 良好的沟通能力，较好的团队协作。

岗位职责 1、负责酒店前台的接待和管理工作，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、专科以上学历，有同岗位工作经验3年以上。 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、督导前台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、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。

岗位职责 负责当值期间领导前台接待做好各种接待工作，提供一致高效的服务。 1. 督促管理当值期间前台接待工作，确保提供优质高效的服务； 2. 采取必要行动，及时有效的处理顾客的不满，并汇报上级；  3. 确保VIP客人的个性化服务； 4. 按照客人的预定或喜好安排房间，并做详细目录管理； 5. 确保宾客档案信息及时录入公安申报系统； 6. 确保前台的日常管理，包括但不局限于工作的监督，房间分配，报告，信用额度核对，电脑数据备份及主帐的核对等； 7. 严格遵守现金收付手续，确保所有收银员的现金帐目准确无误，收支平衡； 8. 收取现金、信用卡、代金券、公司或第三方付费等服务时要严格遵守酒店规定； 9. 确保所有帐单消费的精准性，为客人提供高效快捷的结帐服务； 10. 完成上级交办的其他工作。 任职要求 1. 高中及以上学历； 2. 两至三年高星级酒店相关工作经验者优先； 3. 能快速有效的运用前台操作系统； 4. 擅长于处理宾客关系，能快速有效的应对各种问题。

1、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 2、向所有部门提供功能性支持和指导 3、按需要与酒店其它部门进行合作、协调和沟通 4、对各种状况做出反应，以确保来宾被及时地礼貌接待并得到充分的注意和重视 5、就客人的需求做出反应并解决相关问题 6、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 7、保证贵宾和会员受到特别关照 8、协助迎接客人，安排客人到房间并送重要客人的送行。 9、定期检查本部门的清洁状况 10、监督员工的行为、制服穿着、卫生和外表形象

1、大专以上学历，有同岗位工作经验1年以上。 2、有良好的团队领导精神及执行力。 3、熟练掌握前厅部工作的各个环节和程序。 4、熟练的沟通技巧 5、英语口语流利 6、良好的销售技能

1. 热爱酒店行业 2.  熟悉操作Opera系统，包括预定及报表系统 3. 有相关同职位至少2年以上工作经验 4. 良好的沟通能力 5. 良好的团队协作能力 6. 能接受倒班

岗位职责： 1、掌握酒店各项优惠政策和房价政策，了解客房状况和出租率。 2、检查客房预订信息及VIP客人的名单，合理安排宾客入住。 3、正确效率的为到店客人办理入住手续和离店手续，确保房帐金额准确。 4、负责解决宾客的换房、变价等要求。 5、负责提前为有特殊要求的客人排房间，并在系统中录入客人的喜好及要求等相关信息。 6、及时完成上级领导布置的任务。   任职资格： 1、中专及以上学历， 有4-5星级酒店前台工作经验者优先。 2、可接受夜班、轮班。 3、男女不限，形象气质佳，英语口语流利。 4、熟悉前台的各项业务。具有较强的沟通能力及突发事件处理能力。 5、性格开朗、头脑灵活、具有较强的服务意识和责任感。

岗位职责 1、健全各种问讯资料。 2、掌握客房预订情况，向部门经理报告重要团体和客人的订房情况，检查VIP通知单的发送情况，负责VIP接待工作的落实。 3、处理总台工作中的差错，处理宾客有关投诉。 4、负责总台财产、设备的使用管理和保养工作，及各类资料的收集、存档及管理工作。 5、检查每日的报表是否有误，并及时纠正。 6、建立体质良好的宾客关系，努力增加客房销售。 岗位要求 1、XX以上学历，有同岗位工作经验X年以上。 2、有良好的团队领导精神及执行力。工作认真负责，作风正派。 3、熟练掌握前厅部工作的各个环节和程序。 4、身体健康，品貌端正，气质高雅。 5、掌握酒店管理基础知识，善于同宾客交往、沟通，处理周到、果断，能独立处理各种投诉。

PRINCIPAL RESPONSIBILITIES 主要职责   1.     General/Technical Knowledge 综合技术知识   ·           To have complete knowledge of The Langham Shanghai Xintiandi standards operating policies and procedures. 具有全面的上海新天地朗廷酒店标准的运做政策及程序方面的知识。   ·           To have knowledge of The Langham Shanghai Xintiandi Quality Standards, Service Standards and Group Specifications. 具有上海新天地朗廷酒店质量标准、服务标准及集团规范之运做知识。   2.     Customer Loyalty 宾客忠实感   ·           Makes Guest delighted and retention is the primary focus of all job function. 令宾客得到喜出望外的服务并成为我们的忠实顾客是我们的主要职责。   ·           Ensures all interactions with guests are handled professionally and with care adhering to hotel’s policies and procedures. 确保以专业并符合酒店政策、程序的方式与宾客进行良性的互动、交流。   ·           Leads the team’ colleague in the efforts to ensure guest was delighted. 协同所属班组的同仁，努力为客人呈现喜出望外的服务。   ·           Offers all possible assistance to guests at all times. 随时随地，尽可能多地帮助客人。   ·           Maintains and enforces all quality and service standards and procedures for Housekeeping Services. 全面贯彻执行客房部工作质量、服务标准及政策程序。   ·           Supervises Housekeeping and Front Office operation and workflow to maximize guests delighted, including internal customers. 督导前厅、客房运做，确保最大程度地令顾客满意，包括内部同事。   ·           Listens to and records any guest problems or complaints. 倾听并记录客人的问题和投诉。   ·           Ensures that all guest complaints are handled efficiently and politely. 确保及时有效而得体地处理宾客投诉。   ·           Reports the guest require if it access the Authorization from Hotel management. 如事件的处理超出个人权限，应及时上报管理层。   ·           Call back to guest when it was fixed. 事件解决后，必须回复客人。   ·           Analyzes cause for complaint and take action to minimize any reoccurrence 分析投诉原因，采取行动避免复发。   ·           Update guest history remarks (Opera system) for any guest complain or comments, to make sure delighted service presentation upon next arrival. 将客人的投诉、意见记录在其个人档案内（Opera系统），以便其日后再次入住时，得到优质的服务。   ·           Does more at every guest contact point. 与客人接触中，尽可能地多帮助客人。   ·           “Never says no” to guest requests. 对于客人的要求“绝不说不”。   3.     Operational Processes 操作程序   ·           Checks house status. 检查酒店的客房的状态。 ·           Blocks vacant clean rooms for day’s arrivals. 为当日预计抵达的有预订的客人准备好干净的空房间。   ·           Review next day’s arrivals and blocks rooms for any special requests, early arrivals, Voyager member (e.g. VIPs) and groups. 预览次日预计的宾客预订，适当地提前为有特殊客房要求、早到的客人、Voyager会员（如：贵宾）及团队排房。   ·           Fully responsible to take the role and job of Front Desk Manager if Front Desk Manager is not around。 当前台经理不在时， 资深前台接待要全面负责前台经理的角色和工作职责。   ·           Provide a positive and efficient arrival / departure experience to our guests. 给客人提供快捷有效地到达和离店感受。   ·           Coordinate with all concerned departments on the correctness of Data Management. 和相关部门协调关于数据管理的正确性。   ·           Support Guest Relations / Front Desk colleagues to focus on providing customer services. 支持客户关系和前台同事，让他们专注对客服务。   ·           Handle all internal follow-up works, Emails & incoming calls to ensure there is no unnecessary disturbance to Guest Relations / Front Desk colleagues. 处理所有内部跟进适宜、邮件和来电，确保不必要的打扰干预客户关系和前台同事的对客服务。   ·           Check and prepare for VIPs arrival and departure. 检查和准备重要客人的抵达和离店。   ·           Maintain accuracy Guest Profile Databases and follow up on daily tasks. 维护客史数据的正确性和每日跟进适宜。   ·           Groups arrival / departure preparation and handling.(Task of MICE Specialist) 团队到达和离店的准备工作和处理。（团体会议协调员的工作）   ·           Prepare for future arrivals and departures proactively. 积极地准备预计客人的抵达和离店适宜。   ·           Ensures that “Down time Reports” are printed and “Traces” are followed up accordingly. 确保“系统瘫痪报表”及“跟踪报表”的及时打印与有效落实。   ·           Go back and operation on Managers’ instruction. 在必要时听从经理安排回到运营中支援。 4.     Leadership 领导能力   ·           Communicates standards to staff.. 向员工传达酒店标准。   ·           Conducts daily inspections of grooming and appearance. 每日督导员工的仪容仪表及工作表现。   ·           Maintains proper conduct standards. 保证操作标准。   ·           Conducts individual counselling when required. 需要时进行个别指导。   ·           Ensure work assignments are completed. 确保完成所分配的工作。   ·           Reviews work procedures. 审核工作程序。   ·           Recommends improvements in attendants work Procedures. 对员工的工作程序予以提示，以便于不断提高工作质量及效率。   ·           Reviews and makes recommendations of staff on probation. 对试用期内的员工提供参考意见。   ·           Assists with and conducts annual performance appraisals. 协助员工的年度评估。   5.     Productivity & Staff Allocation 创造力和员工分配   ·           Prepares daily work assignments and responsibilities. 准备每日工作的安排及相关职责。   ·           Ensures productivity standards are met and maintained. 确保所完成的任务符合标准。   ·           Supervises Front Office operation and workflow to maximize guests’ satisfaction. 督导前台运做及工作安排，以确保最大程度地为客人提供喜出望外的服务。   ·           Ensures work procedures are adhered to in order to maximize efficiency. 严格按照程序进行操作以确保最佳工作效率。   6.     Communication 沟通   ·           Conveys important information on hotel and department to staff. 向员工传达酒店及其部门重要的信息。   ·           Daily advises staff on functions, meetings and special promotions in the outlets. 每日向员工传达给酒店宴会、会议及酒店营业点特别促销推广等活动信息。   ·           Encourages feedback and suggestions from all staff. 鼓励员工积极反馈和合理化建议。   ·           Communicates staff feedback, suggestions and Concerned. 就员工的反馈、建议和所关注的问题进行交流。   ·           Highlights problems, challenges and Achievements. 强调存在的问题、挑战及所取得的成果。   ·           Provides input about operational matters. 提供运作投入。   ·           Reports any loss or damage of furniture, fixtures or equipment. 就设施设备、固定资产的遗失及损坏予以汇报会。   7.     Training Function 培训   ·           Prepares for and conducts new employee orientation. 进行新员工入职培训。   ·           Conducts skills training. 进行员工技巧培训。   ·           Continually coaches and provides training assistance to staff. 坚持不懈地为员工提供培训及指导。   ·           Conserves water and energy by adhering to environmental / energy conservation. 遵守环境能量保护条例以节约用水，能量。   ·           Observes staff performances, notes areas that require improvement, and recommends training. 观察员工工作表现，记录所需要改进的方面，并就培训予以建议。   8.     Health, Safety & Hygiene 健康，安全和卫生   ·           Ensure that all established hygiene procedures and rules are strictly adhered to. 确保严格按照既定的卫生程序、规则进行操作。   ·           Conducts regular checks on status of equipment and machinery. 定时检查机器设备的工作情况。   ·           Reports and writes work orders when needed. 需要时，记录、开立工作单。   ·           Observes and coaches staff on safe working habit. 观察并教育员工养成安全的工作习惯。   9.     Adheres to Hotel Vision, Mission & Values 坚持酒店的前景，使命和价值   ·           Knows, understands and is committed to The Langham Shanghai Xintiandi Vision, Mission and Values. 了解、掌握并承诺履行朗廷酒店的前景目标，使命和价值观。   ·           Is guided by the Vision, Mission and Values in all contact with guest and other staff. 在与客人、同事的接触中,以前景、使命和价值观为指导原则。   10.  Other duties & Responsibilities 其它职责     ·           Performs any other duties or tasks as assigned by Department management. 完成管理层所分配的其它工作。 ·           Performs all duties in a manner that is environmentally responsible. 领导员工重视环保责任。   ·           Reduces waste of supplies and paper and other materials. 减少浪费客用品，纸张和其他原料。   ·           Conserves water and electricity. 节约水电。   ·           Recycles glass, cans and paper when possible. 允许时，要循环利用玻璃杯，易拉罐和纸张。

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 and in compliance with the company employment      handbook. 根据拟定的规定条例以及公司员工手册执行其职责范围内的工作。 Ensure Front Desk area up to standard and all      operating equipment is well-maintained. 确保前台区域符合标准,所有营运设备运作正常. 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。 Build positive and productive working      relationships with customers, subordinates, peers, superiors, business      partners, and the community; encourage this behavior 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。 Ensure all tasks are carried out accurately,      efficiently and within the allocated timeframes for each task. All tasks      must be closed in the FCS system once completed. 在指定的时间内准确,有效地执行每一个任务.一旦完成后,所有任务都必须在FCS系统中被关闭. Be fully knowledgeable about the hotel      facilities, functions and local area information. 熟知酒店设施,功能及当地区域信息. 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。 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。 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。有效展现团队成员及团队主管的角色，促进协作。 Ensure all team members report to work on time      as scheduled. 确保所有团队同事按照安排准时上班. Complete the performance appraisal process for      colleagues as required, and ensure all appraisals have clear and accurate      feedback and SMART objectives for the next 6 – 12 months. 完成员工表现评估，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。 Knowledge of and educate others about how      one's work aligns with the overall business/brand strategy, and ultimately      shareholder value. 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. 理解内部和外部财务指标的意义及影响 Add value through operational efficiency      through process improvement; understand and focus on the key drivers of      sales, colleague 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。 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：遇火警时负责紧急情况的处理。 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。 Conduct foreign currency exchange for in house      guests. 为住店宾客提供外币兑换业务。   Handle pre-block room for VIPs or other      special attention guests. 处理VIP客人及其他需特殊照顾宾客的提前入住登记工作。 Attend to all guest enquiries with poise in a      helpful and professional manner. 用乐意和专业的态度应答宾客所有的询问。 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。 Understand the hotel PMS in regards to Front      Desk operation. 理解酒店使用系统中有关前台营运的知识。 Attend daily shift briefing and be fully aware      of the on-day room’s situation. 参加每日例会并全面了解当日房态情况。 Handle city ledger payments. 处理挂账。 Handle on day walk in reservation requests. 处理无预定宾客前来登记及宾客的其他要求。 Update guest profiles accurately in the hotel      PMS and registration cards. 准确地在酒店系统中更新宾客的资料以及填写宾客入住登记卡。 Work closely with other departments to ensure      a seamless service flow for the guests to maximum guest satisfaction. 和其他部门紧密合作以确保为宾客提供无可挑剔的服务从而最大化提高宾客满意度。 Understand their role in an emergency      situation in the hotel. 理解在酒店遇到紧急情况时应充当的角色。 Attend assigned training sessions on time and      as scheduled. 依照安排准时参加培训课程。 Ensure attendance to work is on time as      scheduled. 按照班表安排准时上班。 Work over night shifts as required. 根据需要出勤夜班。 Maintain the tidiness of the Front Desk and      replenishment of stationery and other collateral items. 保持前台整洁，及时补充文具和其他用品。 Balancing of all cashiers’ cash float at the      end of each shift. Any discrepancy must be immediately reported to Duty      Manager/Front Desk Manager. 每个班次结束后确保现金无误。任何差异必须及时向当班大堂经理或前台经理汇报。 Basic clerical or administrative work. 基础的行政或文员的工作。 Perform other duties as assigned by the      management. 在管理层的安排下承担其他工作职责。

SCOPE 范围 The Room Controller is responsible for rooms’ inventory and ensuring that guests’ requests and preferences are met and works on a partnership with both the Front Office and Housekeeping to ensure smooth running of Rooms’ preparation, in accordance with the standards, guidelines and policies established by The Langham Shanghai Xintiandi and in order to ensure friendly, efficient and customer orientated service in a clean and orderly environment. 客房协调主管负责酒店客房房态的统计、调控，以确保按照客人预定的客型及客人对客房的特别要求安排好房间，按照上海新天地朗廷酒店所制定的标准、方针、政策确保前厅、客房之间的密切、同步合作，以为我们的客人提供友善、高效的顾客第一的服务。 The Room Controller also supervises the Front Desk, provides guest services and check-in and check-out of guest. 同时， 客房协调员督导前台，为客人提供入住登记及结账离店的服务。 PRINCIPAL RESPONSIBILITIES 主要职责   1.     General/Technical Knowledge 综合技术知识 ·           To have complete knowledge of The Langham Shanghai Xintiandi standards operating policies and procedures. 具有全面的上海新天地朗廷酒店标准的运做政策及程序方面的知识。 ·           To have knowledge of The Langham Shanghai Xintiandi Quality Standards, Service Standards and Group Specifications. 具有上海新天地朗廷酒店质量标准、服务标准及集团规范之运做知识。 ·           To have knowledge of The Langham Shanghai Xintiandi Programs e.g. 1865member, Guest History, FFP. 具有全面的上海新天地朗廷酒店宾客活动知识，如1865会员，客史和飞行里程计划等。 2.     Customer Loyalty 宾客忠实感 ·           Makes Guest delighted and retention is the primary focus of all job function. 令宾客得到喜出望外的服务并成为我们的忠实顾客是我们的主要职责。 ·           Ensures all interactions with guests are handled professionally and with care adhering to hotel’s policies and procedures. 确保以专业并符合酒店政策、程序的方式与宾客进行良性的互动、交流。 ·           Leads the team’ colleague in the efforts to ensure guest was delighted. 协同所属班组的同仁，努力为客人呈现喜出望外的服务。 ·           Offers all possible assistance to guests at all times. 随时随地，尽可能多地帮助客人。 ·           Maintains and enforces all quality and service standards and procedures for Housekeeping Services. 全面贯彻执行客房部工作质量、服务标准及政策程序。 ·           Supervises Housekeeping and Front Office operation and workflow to maximize guests delighted, including internal customers. 督导前厅、客房运做，确保最大程度地令顾客满意，包括内部同事。 ·           Listens to and records any guest problems or complaints. 倾听并记录客人的问题和投诉。 ·           Ensures that all guest complaints are handled efficiently and politely. 确保及时有效而得体地处理宾客投诉。 ·           Reports the guest require if it access the Authorization from Hotel management. 如事件的处理超出个人权限，应及时上报管理层。 ·           Call back to guest when it was fixed. 事件解决后，必须回复客人。 ·           Analyzes cause for complaint and take action to minimize any reoccurrence 分析投诉原因，采取行动避免复发。 ·           Update guest history remarks (Opera system) for any guest complain or comments, to make sure delighted service presentation upon next arrival. 将客人的投诉、意见记录在其个人档案内（Opera系统），以便其日后再次入住时，得到优质的服务。 ·           Does more at every guest contact point. 与客人接触中，尽可能地多帮助客人。 ·           “Never says no” to guest requests. 对于客人的要求“绝不说不”。 3.     Operational Processes 操作程序 ·           Checks house status. 检查酒店的客房的状态。 ·           Blocks vacant clean rooms for day’s arrivals. 为当日预计抵达的有预订的客人准备好干净的空房间。 ·           Review next day’s arrivals and blocks rooms for any special requests, early arrivals, Voyager member (e.g. VIPs) and groups. 预览次日预计的宾客预订，适当地提前为有特殊客房要求、早到的客人、Voyager会员（如：贵宾）及团队排房。 ·           Proactively manage the room inventory to maximize yield and occupancy. 积极地管理房数使利润和客房率最大化。 ·           Maintain a sufficient pool of vacant-clean rooms for Front Office /The Langham Club / Guest Relations, by coordinating closely with Housekeeping. 通过和客房部的密切合作协调，保证足够的干净空房给前台， 朗廷会， 客户关系进行销售。 ·           Establish a central point of control on saleable rooms and assignment. 对于可卖房和房间的安排要建立中央集中控制。 ·           Fully responsible to take the role and job of Front Desk Manager if Front Desk Manager is not around。 当前台经理不在时， 客房协调员要全面负责前台经理的角色和工作职责。 ·           Trace Due out at 12:00 sharp and keep a close communication with Housekeeping. Update Late-check out reports when due out is done and pass to DM. 12点钟准时开始跟进预退房并与客房部保持紧密联系。更新延迟退房报表并在工作结束后交接给值班经理。 ·           Coordinates with Floor on the turnover of rooms to ensure availability of vacant clean rooms upon guest’s arrival. 协调楼层客房房型的清洁比率，以确保客人抵达时有可销售的房间。 ·           Coordinates with Housekeeping / Amenity Centre to ensure accurate room assignments with correct amenities prepared and delivered. 协调客房部及备品中心，以确保客人备品的准时、准确递送到正确的客房。 ·           Set up and coordinates room maintenance program with Housekeeping and Engineering. 根据大修计划，为工程部提前预留大修房，确保客房及工程部的合作顺畅。 ·           Provide a positive and efficient arrival / departure experience to our guests. 给客人提供快捷有效地到达和离店感受。 ·           Coordinate with all concerned departments on the correctness of Data Management. 和相关部门协调关于数据管理的正确性。 ·           Support Guest Relations / Front Desk colleagues to focus on providing customer services. 支持客户关系和前台同事，让他们专注对客服务。 ·           Handle all internal follow-up works, Emails & incoming calls to ensure there is no unnecessary disturbance to Guest Relations / Front Desk colleagues. 处理所有内部跟进适宜、邮件和来电，确保不必要的打扰干预客户关系和前台同事的对客服务。 ·           Check and prepare for VIPs arrival and departure. 检查和准备重要客人的抵达和离店。 ·           Maintain accuracy Guest Profile Databases and follow up on daily tasks. 维护客史数据的正确性和每日跟进适宜。 ·           Groups arrival / departure preparation and handling.(Task of MICE Specialist) 团队到达和离店的准备工作和处理。（团体会议协调员的工作） ·           Prepare for future arrivals and departures proactively. 积极地准备预计客人的抵达和离店适宜。 ·           Ensures that “Down time Reports” are printed and “Traces” are followed up accordingly. 确保“系统瘫痪报表”及“跟踪报表”的及时打印与有效落实。 ·           Go back and operation on Managers’ instruction. 在必要时听从经理安排回到运营中支援。 4.     Leadership 领导能力 ·           Communicates standards to staff.. 向员工传达酒店标准。 ·           Conducts daily inspections of grooming and appearance. 每日督导员工的仪容仪表及工作表现。 ·           Maintains proper conduct standards. 保证操作标准。 ·           Conducts individual counselling when required. 需要时进行个别指导。 ·           Ensure work assignments are completed. 确保完成所分配的工作。 ·           Reviews work procedures. 审核工作程序。 ·           Recommends improvements in attendants work Procedures. 对员工的工作程序予以提示，以便于不断提高工作质量及效率。 ·           Reviews and makes recommendations of staff on probation. 对试用期内的员工提供参考意见。 ·           Assists with and conducts annual performance appraisals. 协助员工的年度评估。 5.     Productivity & Staff Allocation 创造力和员工分配 ·           Prepares daily work assignments and responsibilities. 准备每日工作的安排及相关职责。 ·           Ensures productivity standards are met and maintained. 确保所完成的任务符合标准。 ·           Supervises Front Office operation and workflow to maximize guests’ satisfaction. 督导前台运做及工作安排，以确保最大程度地为客人提供喜出望外的服务。 ·           Ensures work procedures are adhered to in order to maximize efficiency. 严格按照程序进行操作以确保最佳工作效率。 6.     Communication 沟通 ·           Conveys important information on hotel and department to staff. 向员工传达酒店及其部门重要的信息。 ·           Daily advises staff on functions, meetings and special promotions in the outlets. 每日向员工传达给酒店宴会、会议及酒店营业点特别促销推广等活动信息。 ·           Encourages feedback and suggestions from all staff. 鼓励员工积极反馈和合理化建议。 ·           Communicates staff feedback, suggestions and Concerned. 就员工的反馈、建议和所关注的问题进行交流。 ·           Highlights problems, challenges and Achievements. 强调存在的问题、挑战及所取得的成果。 ·           Provides input about operational matters. 提供运作投入。 ·           Reports any loss or damage of furniture, fixtures or equipment. 就设施设备、固定资产的遗失及损坏予以汇报会。 7.     Training Function 培训 ·           Prepares for and conducts new employee orientation. 进行新员工入职培训。 ·           Conducts skills training. 进行员工技巧培训。 ·           Continually coaches and provides training assistance to staff. 坚持不懈地为员工提供培训及指导。 ·           Conserves water and energy by adhering to environmental / energy conservation. 遵守环境能量保护条例以节约用水，能量。 ·           Observes staff performances, notes areas that require improvement, and recommends training. 观察员工工作表现，记录所需要改进的方面，并就培训予以建议。 8.     Health, Safety & Hygiene 健康，安全和卫生 ·           Ensure that all established hygiene procedures and rules are strictly adhered to. 确保严格按照既定的卫生程序、规则进行操作。 ·           Conducts regular checks on status of equipment and machinery. 定时检查机器设备的工作情况。 ·           Reports and writes work orders when needed. 需要时，记录、开立工作单。 ·           Observes and coaches staff on safe working habit. 观察并教育员工养成安全的工作习惯。 9.     Adheres to Hotel Vision, Mission & Values 坚持酒店的前景，使命和价值 ·           Knows, understands and is committed to The Langham Shanghai Xintiandi Vision, Mission and Values. 了解、掌握并承诺履行朗廷酒店的前景目标，使命和价值观。 ·           Is guided by the Vision, Mission and Values in all contact with guest and other staff. 在与客人、同事的接触中,以前景、使命和价值观为指导原则。 10.  Other duties & Responsibilities 其它职责   ·           Performs any other duties or tasks as assigned by Department management. 完成管理层所分配的其它工作。 ·           Performs all duties in a manner that is environmentally responsible. 领导员工重视环保责任。 ·           Reduces waste of supplies and paper and other materials. 减少浪费客用品，纸张和其他原料。 ·           Conserves water and electricity. 节约水电。 ·           Recycles glass, cans and paper when possible. 允许时，要循环利用玻璃杯，易拉罐和纸张。 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 ·           Five years related working experience in hotel, at least 2 years in similar capacity in line with supervisor. 五年相关的酒店工作经验，至少两年相关岗位或前台主管职位经验 ·           Leadership skills and excellent inter-personal skills. 很强的领导能力和人际交往能力 ·           Displays initiative. 表现主动性 ·           Commitment to professional values and integrity. 专业价值和诚信为承诺 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 具备办公室行政经验 Computer Knowledge 电脑知识 ·           Knowledge of MS office software MS office软件应用知识 ·           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 良好的英语和普通话，懂其他语言为佳

岗位职责 1、健全各种问讯资料。 2、掌握客房预订情况，向部门经理报告重要团体和客人的订房情况，检查VIP通知单的发送情况，负责VIP接待工作的落实。 3、处理总台工作中的差错，处理宾客有关投诉。 4、负责总台财产、设备的使用管理和保养工作，及各类资料的收集、存档及管理工作。 5、检查每日的报表是否有误，并及时纠正。 6、建立体质良好的宾客关系，努力增加客房销售。 岗位要求 1、大专以上学历，有同岗位工作经验2年以上。 2、有良好的团队领导精神及执行力。工作认真负责，作风正派。 3、熟练掌握前厅部工作的各个环节和程序。 4、身体健康，品貌端正，气质高雅。 5、掌握酒店管理基础知识，善于同宾客交往、沟通，处理周到、果断，能独立处理各种投诉。

【岗位职责】 1、健全各种问讯资料。 2、掌握客房预订情况，向部门经理报告重要团体和客人的订房情况，检查VIP通知单的发送情况，负责VIP接待工作的落实。 3、处理前台工作中的差错，处理宾客有关投诉。 4、负责前台财产、设备的使用管理和保养工作，及各类资料的收集、存档及管理工作。 5、检查每日的报表是否有误，并及时纠正。 6、建立体质良好的宾客关系，努力增加客房销售。 7、主要负责夜班前台的相关事务 【岗位要求】 1、大专以上学历，有同岗位工作经验1年以上。 2、有良好的团队领导精神及执行力。工作认真负责，作风正派。 3、熟练掌握前厅部工作的各个环节和程序。 4、身体健康，品貌端正，气质高雅。 5、掌握酒店管理基础知识，善于同宾客交往、沟通，处理周到、果断，能独立处理各种投诉。

岗位职责 1.为宾客办理C/I、C/O；完成每月会员enroll指标。 2.掌握客房预订情况，向部门经理报告重要团体和客人的订房情况，检查VIP通知单的发送情况，负责VIP接待工作的落实。 3.处理总台工作中的差错，处理一般的宾客投诉。 4.负责总台财产、设备的使用管理和保养工作，及各类资料的收集、存档及管理工作。 5.检查每日的报表是否有误，并及时纠正。 6.建立体质良好的宾客关系，提高酒店宾客满意度。 岗位要求 1.大专及以上学历，前台工作经验2年以及上，熟练使用opera系统。 2.有良好的团队领导精神及执行力。工作认真负责，作风正派。 3.熟练掌握前厅部工作的各个环节和程序。 4.身体健康，品貌端正。 5.掌握酒店管理基础知识，善于同宾客交往、沟通，处理周到、果断，能独立处理各种投诉。

SUMMARY概述：      履行客服主管的工作职能。参与/进行客服岗培训、工作指导,履行工作制度，以确保工作履行达到工作标准执行最优化；提高客户服务水平以达到客户满意度最优化。 DUTIES & RESPONSIBILITIES 职责： 1.  监督日常工作，确保每一位客服人员工作称职并有效。 2.  协同客房部、工程部做好入住登记以及结账工作并通知客房部。 3.  报告客人的主要建议以及反馈信息。 4.  协调相关部门，处理解决客人提出的各类诉求，跟进回访并登记各事项处理状态及完成结果，必要时为投诉客人安排礼物。 5.  协助客服经理做好对客服人员的培训及工作指导，特别是做好PMS应急培训、消防安全培训、安全作业指引培训等，在职责范围内协助客服人员解决问题。 6.  检查入住前房态，确保做好其他相关准备工作，为客人作入住登记。 7.  确保遵守公寓的规章制度及工作标准/流程，并遵守员工手册中的各项规定。 8.  随时听从及完成上级管理层的提出的其他指示或工作任务。 9.  确保跟进记录本中每一个班次的问题，并在电脑系统中记录解决方法。 10. 确保客服备用金使用合法、每一班次清点数额正确并做好相关记录。。 11. 完成上级或部门交办的其他各项工作。 QUALIFICATION 任职资格: 1.  具备大专或以上学历，酒店管理或相关专业。 2.  具备客服主管工作经验，至少三年以上酒店工作经验，熟悉运作部门的服务标准。 3.  乐于助人，诚实守信，有亲和力，具备良好的沟通技能和客诉处理技巧。 4.  能熟练运用公寓运营管理操作系统。 5.  中、英文沟通技能良好。 6.  能熟练运用Word，Excel等办公软件。 7.  具有良好的服务意识和团队协作精神。

MAJOR FUNCTION 主要功能 : To supervise front desk staff to ensure that they are adhering to      all hotel policies, procedures, regulations and standards, while striving      towards total guest satisfaction.       To ensure that front desk operations is working in a professional      manner at all times. Will perform front desk clerk and cashier responsibilities and      duties when assigned, and assume desk manager's responsibilities when      needed. To train front desk clerks on a daily basis, on-the-job and during      15 minutes training. Assist the front office manager in all areas to ensure a correct and      smoothly-operating department   MAJOR RESPONSIBILIES 責任概要 : Responsible for the efficient and professional running of the front      desk, including relationships with other departments. Ensure smooth check-in and check-out of all guests, through properly      handling guest accounts. Deal with any guest requests and problems and satisfy their needs      within acceptable guidelines. Be prepared to perform all front desk functions, assist      in monitoring the supplies and maintenance of all Front desk      equipment. Lead by example: Provide a gracious and aggressive hospitality      towards all customers. Be highly familiar and adhere to all policies, procedures and      standards. Assist all associates with questions, problems which might occur. During peak hours, be at the front desk to ensure efficient and      smooth service is provided to all customers. Create a productive and positive atmosphere at the desk; have a good      relationship with all associates and other departments. Act empowered and use TQM tools and guidelines - also empower all      associates to provide an outstanding service by using their empowerment      guidelines. Be a problem seeker and solver. Ensure that work area is always clean, neat and organized. Plan meetings on a monthly basis and conduct them. Constantly audit all desk work for accuracy and consistency.  Coach and counsel staff when      appropriate. Bank out cashiers at the end of each shift according to the blind      drop procedure. Ensure and encourage all guests are enrolled in our Marriott      Rewards Programme upon check in to      achieve monthly/quarterly/yearly target.        Be prepared to work the night shift when needed. Check opening house count and establish rate to be quoted during the      day with the reservations manager and the front office manager. Review discrepant rooms regularly. Ensure that all Marquis guests, VIP guests and repeat guests are      identified, recognized, pre-blocked and special treatment is brought to      the room. Determine weekly schedule, adjust according to business demands. Review credit report and take appropriate action to resolve all      problems. Complete work or special projects as assigned and make sure to meet      due dates. Work together with staff on the same level, train and retrain on      aggressive hospitality skills, technical skills and communication skills. Know how to hire, train and develop staff.   SPECIFIC DUTIES 工作任務 : ·         Report to work on time with proper uniform, including name tag.  Personal appearance must comply with the standard of the hotel. ·         Check the information board, daily event sheet, be up to date and informed about daily operations. ·         Check with your immediate supervisor for additional information. ·         Have knowledge about sales strategy, packages, promotions, discounts and know how to handle these and how they relate to other departments. ·         Develop a thorough knowledge of the products, including hotel rooms, type of rooms, amenities, services of hotel, etc. ·         Develop knowledge about frequent guests and their special requests and needs. ·         Also be familiar with cultural differences in order to meet all different customer needs. ·         Have PMS and MARSHA skills. ·         Be able to work according to budget; keep constant eye on staffing level and control costs as much as you can. ·         Be knowledgeable about etiquette and protocols. ·         Be familiar with all emergency plans and be able to act upon them. ·         Use your PMS password with discretion; always log off terminal when not working.  Control that all associates are also doing that. ·         Have a good knowledge about the city and the environment. ·         Report any unusual occurrences immediately to the front office manager. ·         Have a thorough knowledge of TQM principles and empowerment. ·         At all times strive to represent Marriott in the most professional, courteous manner ·         familiar with all equipment in AYS and be familiar with the system and functions. ·         Assist and provide information for all callers, includes promoting of our hotel’s product or outlet. ·         Know all F&B services, e.g. how it’s prepared, type of food, different kind of beverages, wines and their terminology. To assist AYS department when required

Scope of Position It is the mission and intent of this position that the incumbent will take full responsibility for all aspects of the front office operations. Be pro-active, creative and results driven.  The Front Office Supervisor is responsible for the day to day Front Desk operational requirements. Requirements                               University Graduate 2 years hotel Front Office Supervisory experience in a hotel of similar deluxe standing Experience dealing with all levels including owners, corporate officers, support staff and all hotel employees Excellent overall communication skills  Able to multi task The ability to work well in a team environment                             Must possess good verbal command of English and Mandarin Language  Possess a pleasant and outgoing personality           职责范围 前厅主管需 全面负责前厅部运营的各个方面。要积极主动，有创造性，有目标。前 厅 主管主要负责前厅部每天运作方面的要求。 职位要求 2 年高档酒店前厅部主管工作经验       有经验来处理各个层面，包括业主，管理者，支持员工和所有酒店同事 良好的交流技巧 有能力处理多项工作和任务 可以在团队的环境里努力地工作    必须拥有良好的中英文口语能力 拥有友善和善于沟通的个性  

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。

-Has full awareness, manages and supervises all tasks of his/her team members. -Monitors guest experience team members to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure. -Monitors team members to ensure that repeat guests and other VIP's receive special recognition and service. - Inspects all VIP rooms prior to arrival. -Registers and rooms all arrivals according to established procedures. - Performs check-in, check-out and room change procedures and ensures that all data are entered completely into the hotel systems in accordance with reservation. - Maintains cashier float and ensures accurate daily report of all money received. - Cashes hotel guest's travellers checks and assists with currency exchange. - Keeps abreast of all modifications to accounting policies and procedures. - Liaises with other departments and necessary outside contracts to ensure excellent service delivery. -Oversees maintenance of efficient repeat guest history system. -Promotes Inter-Hotel sales and in-house facilities. -Reviews arrival lists for all arrivals and allocates all rooms accordingly. And follow up with other departments regarding amenities and room set-up. - Appraises appearance, discipline and efficiency of all team members under direct supervision and initiates immediate remedial action if necessary. -Checks night report, prepares the morning report, and prepares all necessary forms for the guest arrival on night shift. -Maintains comprehensive knowledge of standard reservation procedures including correct forms to use, how to read telex, e-mail, messages, and how to interpret availability sources within the reservation systems. - Maintains exemplary department standards of behaviour and appearance and attitude. -Be fully aware of the Credit policy. -Has full knowledge of Swire Hotels standards. -Performs related duties and special projects assigned.

岗位职责： 1、全面负责前厅的接待、账务、预订、问询等日常业务工作； 2、将当日信息进行传达，包括抵、离店情况，VIP用房情况，酒店推出活动和其它需知会的事项； 3、每班次检查前台员工的仪容仪表，礼貌礼节，确保在岗的所有员工符合要求； 4、确保当天到店VIP的房间安排，确保特殊安排已按要求下单； 5、随时检查房间状况的不当之处，并采取正确的纠正措施； 6、抽查员工的备用金，及保险箱的记录情况； 7、督促做好大型团体接待的准备工作及结算工作； 8、处理客人到前台的投诉及各种要求； 9、负责前台的报表制作和报送，确保所制作的报表及时报送到相关部门； 10、了解前台管辖区域资产，做好日常清点、使用、整理、归档等管理工作； 11、完成上级领导安排的其他工作事宜。 任职条件： 1、大专及以上学历,1年以上五星级酒店同岗位工作经验； 2、具有国际标准酒店全面的前厅专业知识，熟悉房务部的业务运作和相关部门的运作，较强的组织、统筹、协调、指挥能力； 3、具有高度的责任心，进取心和敬业奉献精神，热情主动的工作态度； 4、年龄25～35岁、身体健康，五官端正，身高女163以上、男175以上，不允许有体味。

岗位职责 1、协助夜班经理的前台夜间工作活动。 2、负责协调和督促各部门做好夜间的各种工作。协调夜间各部门的工作关系，处理和解决发生的各种问题和突发的各类事件。 3、接待和迎送夜间到离店的重要宾客，检查有关部门做好服务工作。 4、负责酒店夜间的质量管理工作。 5、编写“夜间工作日记”，记录当天工作的重要情况，发现的问题及处理的意见和结果，及时递交夜班经理。 岗位要求 1、大专以上学历，有前台主管工作经验2年或以上。 2、懂得酒店管理一般理论知识和酒店管理制度和工作规范。 3、熟悉各种应急预案的内容和程序，了解接待礼仪、礼节。 4、熟悉外事纪律，了解旅游法规，懂得治安、消防条例等法律、法规等基本知识。 5、具有较强的组织、指挥、协调和控制等方面的管理能力，能处理宾客投诉和突发事件。 6、会撰写本职范围内的应用文，语言清晰。 7、能用一种外语与宾客流利交流。

对迎宾关系文员提供协助，监督和指导，对于他们的工作行为负责。确保英才能够有效处理不同问题，持续提供超出期望的对客服务。使用酒店服务标准及理念有效处理不同类型的投诉以确保推动客户忠诚度计划

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

Essential Duties and Responsibilities – （Key Activities of the role） 主要职责﹣（职务的主要工作） • Conducts shift briefings to ensure hotel activities and operational requirements are known 进行有效的交接班简报工作，以明确酒店活动和运营要求 • Supervise front office operations during assigned shift including: 在当班期间监督前厅部运营情况，包括： o Maintenance of guest information 维护客户信息 o Maintenance of information about local events 维护当地活动的信息 o Compile occupancy statistics 统计入住情况 o Supervise the use of he public address system 监督公共广播系统的使用 o Supervise group bookings 监督团组预订情况 o Assisting with serious complaints 协助解决严重投诉问题 • Supervise cashiering activities during shift including: 在当班期间监督收银活动，包括： o Cash handling and banking procedure 现金处理和银行业务程序 o Dealing with irregular payments 处理非法支付情况 o Instructing staff in credit policies and facilities 就信用政策和设备对员工进行指导 o Instructing staff in cash security procedures 就现金安全程序对员工进行指导 o Carry out debtor control 实施应收帐款控制 o Prepare reports 准备财务报告 o Supervise the cashiering system 对收银系统实施监管