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Responsible for Guest Service department operation and management, ensure the full implementation of Ascott guest service and crisis management policies and procedures, as well as doing necessary supplement and completion according to the actual situation of the property.
负责前厅部运营管理, 确保雅诗阁的客户服务和危机管理政策及程序完全落实并结合本物业的实际情况进行必要的补充及完善。
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Responsible for supervision the daily check-in, check-out, reservation and greeting work done by guest service staff.
负责对前厅部员工处理日常入住，退房，预定及接待工作进行监管。
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Ensure the Guest Service staff present a professional image of companies and individuals in their daily work and good customer service.
确保前厅部员工在日常工作及对客服务中体现良好的公司和个人专业形象。
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Handle customer requests, inquiries and complaints in a timely and appropriate manner to ensure customer satisfaction and escalate superiors as necessary.
及时、恰当地处理客户的需求、询问和投诉，确保客户满意度，必要时向上级报告。
• Lead the Guest Service team to organize, coordinate, arrange and implement VIP reception with
other departments to ensure VIP customers get pleasant experience.
带领前厅团队与其他部门组织协调安排、执行落实VIP 接待工作，确保VIP 客户能得到舒适和愉悦的
入住体验。
• Foster strong communication and coordination with all property partners to ensure seamless
operations.
与所有物业合作伙伴保持良好的沟通和协调，以确保无缝运营。
• Coordinate and communicate with other departments (such as the Housekeeping Department, Food
and Beverage Department, Sales Department, etc.) to ensure the guests’ satisfaction and smooth
internal communication. Implement room status control to help maximize revenue.
协调和沟通与其他部门（如客房部、餐饮部、销售部等）的工作，以保证客人需求的顺利满足，并确
保公寓内部信息的畅通。进行有效的房态管控，协助完成收益最大化。
• Lead Guest Service team to plan, execute and carry out effective guest activities or support other
activities according to the brand attributes, including but not limited to Brand 360, Ascott Care and
other event themes.
带领前厅团队依照所属品牌属性积极计划、执行开展有效的住客活动或支持其他活动，包括但不仅限
于品牌360、雅诗阁关怀等活动主题。
• Responsible for cost control, resources allocation, operating cost reduction. Develop and implement
the department's budget, ensure all accounts are accurate and closed within the safe account period.
Responsible for department CAPAX management.
负责成本管理，合理调配资源，降低运营成本。制定和执行本部门的财政预算, 及时有效的跟进处理
所有账目，确保账目的准确和在安全账期间内结算。同时负责部门固定资产管理。
• Lead the Guest Service team to actively and effectively conduct sales activities, including but not
limited to Up Selling, Walk-in, ASR and property accessories.
带领前厅团队积极有效进行销售活动，包括但不仅限于Up Selling、Walk-in、雅星会会员招募以及物
业周边产品。
• Be familiar with and strictly abide by the local government's personnel information registration
system for public security administration and Exit and Entry Administration, so as to timely and
accurately report information as required.
熟悉并严格遵守地方政府对治安管理、出入境管理的人员信息登记制度，做到及时、准确按要求上报
信息。
• Manage the work and rest schedules of the Guest Service team effectively，deliver work tasks to the
team members and provide guidance, effectively communicate with other internal departments..
有效地管理前厅团队的工作和休息时间表，向部门传达工作指标及任务并提供指导，与内部其他部门
进行有效沟通。
• Monitor and evaluate the performance of the Guest Service team, including customer satisfaction,
service quality, work efficiency, etc. and adjust strategies in a timely manner to enhance overall
operational effectiveness.
监控和评估前厅部的业绩，包括客户满意度、服务质量、工作效率等，及时调整策略以提升整体运营
效率。
• Manage and train Guest Service staff, including recruitment, selection, training, evaluation and
motivation, to improve the overall quality and service level of the team.
管理和培训前厅部员工，包括招聘、选拔、培训、评估和激励等，以提高团队的整体素质和服务水平。
• Conduct regular training sessions for the Guest Service team to enhance their skills and knowledge.
定期为前厅团队进行培训，以提高员工的技能和知识。
• Work as property Manager On Duty (MOD) per plan.
按排班担任物业值班经理。
• Implement all Ascott audit processes.
落实雅诗阁所有审计流程。
• Adhere strictly to Ascott's policies, procedures, and standards.
严格遵守雅诗阁的政策、程序和标准。
• Follow Ascott Group's Environmental Health and Safety (EHS) guidelines, focusing on energy
conservation and safe practices in daily operations.
遵循雅诗阁集团的环境健康安全（EHS）指南，在日常运营中注重节能和安全实践。
• Fulfill any additional tasks assigned by superior.
完成上级分配的其他任务。
