To work within the various areas of Hotel, providing a courteous and efficient service ensuring maximum guest satisfaction and adhering to the standard required by the Hotel. To train Public Area stylist in accordance with standard and procedure of Style Department 以热情的工作态度，高效的服务为饭店不同区域提供清洁工作，按饭店的标准最大程度的满足客人需求。对公共区域造型师进行必要培训。 Love the “W” brand and lifestyle, passion with the new market trend, always looking for what’s New, What’s next. 热爱“W”品牌及其生活方式，总是对市场潮流十分敏感。总是寻找新的东西来领导市场。

Responsible for assisting Manager and Assistant Manager in the supervision of restaurant daily operations in order to meet and exceed customer needs and business requirements; while ensuring adherence to service standards and operating procedures. 负责协助经理及副经理监督餐厅日常作息， 以满足并超越客户及业务需求，并同时确保标准的服务流程。 Love the “W” brand and lifestyle, passion with the new market trend, always looking for WHAT’S NEW, WHAT’S NEXT. 热爱“W”品牌及其生活方式，总是对市场潮流十分敏感。总是寻找新的东西来领导市场。

Responsible to the management of leading the servers to ensure guest satisfaction by delivery a prompt, courteous, and accurate service. Greet the guests and serve with Renaissance standards of food and beverage quality, presentation and sanitation, and in a gracious and professional manner. Perform an aggressive hospitality through positive behavior to both guest and fellow associates. Maintain a professional appearance and keep a clean sparkling dining room at all times. 负责引导管理服务生，通过快捷、礼貌和准确的服务确保客人的满意度。以万丽亲切和专业的方式接待并服务客人。以积极友好的形象同时面对客人及员工。保持专业形象和一个始终干净明亮的餐厅。

岗位职责 Checking deliveries of food, beverage and general items to ensure all aspects of goods received comply with orders previously placed, including quality and quantity.  检查送到的食物、饮料和一般物品，确保收到的货物各方面符合订单要求，包括质量和数量。 岗位要求 Understanding of purchasing, storing and issuing stock control procedures 了解采购、储存和分发存货控制程序 Knowledge of merchandise being purchased. 了解被采购的商品 Computer keyboard skills 电脑技能 Min 1 Years receiving experience and basic clerical background. 至少1 年以上收货经验及基本办事员经历

工作要求： 确保食品安全遵守卫生政策和公司政策，同时保持高度的相关满意度，负责所有食品安全卫生的有效运作。 Responsible for the efficient operation of all food and beverage sanitation by ensuring that the Food and Beverage Department’s sanitation policies and company policies are followed while maintaining a high degree of associate satisfaction.

工作要求： 与部门经理紧密地合作，提供积极有效地协助，以达到令前厅部的日常运转顺利正确地进行的目的。确保在任何时刻前厅部各个岗位都配以充足的人力。监督并培训员工为客人提供一致性的服务。 Work closely with the managers to ensure daily operations in Front Office are run smoothly. Ensures all areas in Front Office are covered by sufficient manpower at all times. Overseeing and training all GSAs at the counters to ensure consistency of services rendered to all guests.

通过一切努力向客人提供优良的服务，使顾客满意。 To do whatever it takes to provide exceptional service for our customers and to strive for excellence to achieve customer satisfaction. 为顾客服务的三个步骤： To adhere to the three steps of service to all our guests: 1.真诚而亲切的问候，尽可能的使用顾客的名字。 A warm and sincere greeting. Use the guest name, if and when possible 2.预测并满足顾客的需要。 Anticipation and compliance with guest needs. 3.礼貌的与宾客道别,并尽可能的使用顾客的名字。 Fond farewell. Give them a warm good-bye and use their name, if and when possible. 协助部门经理去负责餐厅所有服务，为了满足客人直接参与服务工作，保证部门达到标准和使利润最大化。 Assist Manager responsible for the service of all catering food and beverage. Direct all catering service efforts toward guest satisfaction, the achievement/maintenance of division stands, and profit maximization.

培养规划：强化专业技能，分别在酒店内三大运营部门实习4个月（共计一年）。项目结束，成绩合格者直接晋升至酒店市场销售部销售主任职位 任职资格： 1、本科及以上学历，2024应届毕业生，有意向在酒店市场销售部行业发展； 2、所学专业原则上不限，重点选择经济类、管理类、旅游专业类； 3、个人基本素质： 对酒店行业有职业向往，具有积极向上的求职态度； 具有良好的沟通能力和表达能力，形象气质佳； 大学期间参加过至少1个校园社团或1次社会实践； 担任过校级、院级或系学生会相关职务的为优先选择对象； 勇于挑战压力，积极主动，有较强的适应性。

1.Cleans and maintains guest rooms, guest corridors, and pantry according to set standards and procedures. 按照既定标准和工作程序，对客房、走廊和工作间进行清洁。 2.Ensures guest services specified by superiors and guests requests are promptly and courteously met. 及时、真诚的完成上级分派的工作和客人要求。 3.Meets with superior and takes on daily assigned tasks. 与上级会面并承担每日分配的任务。

岗位职责 1.协助制定媒体沟通策略，执行媒体沟通方案； 2.维护媒体发布的统计； 3.有较强的写作能力，独立撰写稿件及完成日常书面材料； 4.管理酒店网站，网站的整体风格和文字内容及时更新； 5.负责本部信息的行内沟通； 6.完成上级安排的其他工作。 岗位要求 1.大专以上学历，有媒介、宣传经验者优先； 2.思维敏捷，为人积极主动，有独特的思维方式； 3.具有良好的沟通能力，善于和媒体打交道，具有良好的商务谈判技巧； 4.具有一定的文字功底，能够撰写一些文案； 5.有亲和力，热情开朗，为人诚恳，待人接物大方，具有良好的团队精神。

1.Cleans and maintains guest rooms, guest corridors, and pantry according to set standards and procedures. 按照既定标准和工作程序，对客房、走廊和工作间进行清洁。 2.Ensures guest services specified by superiors and guests requests are promptly and courteously met. 及时、真诚的完成上级分派的工作和客人要求。 3.Meets with superior and takes on daily assigned tasks. 与上级会面并承担每日分配的任务。

1.Suggests food and beverages to be well versed with the menu, method of preparation and accompaniments. 要熟知菜单、食品配方及其它方面的知识，以便向客人推荐各种食品及饮料。 2.Cleans and polishes Glassware, China ware, hollowware and flatware. 清洁并擦亮所有器皿。 3.Maintains cleanliness and mise-en-place level at working station and service pantry for smooth operation. 保持工作场地及餐具室内物品的齐全、干净、整洁。 4.Replenishes supply of linen and other Operating equipment. 添加所需的布品及操作设备。 5.Obtains requested items from the storeroom. 从仓库内领取物品。 6.Keeps general appearance and maintenance of lobby bar working areas. 保持大堂吧工作场地的干净、完好、整洁。 7.Takes note of remarks made by guests and finds solutions for any problems that may arise. Ensures a rapid response from the different departments concerned. 牢记客人有可能提出的任何问题并给予解决方案. 确保各个相关部门反映迅速 8.Makes sure that all the information available in the lobby bar is well presented and up-to-date. 确保所有在大堂吧的信息传达是最新的 9.Attends all training sessions as scheduled. 按照计划参加所有的培训课程。 10.Assures the interface between all hotel departments and service-providers if necessary. 必要时,确保各个部门和提供服务部门保持沟通 11.Establishes effective employee relations and maintains the highest level of professionalism, ethic and attitude towards all hotel guests, clients, heads of department and employees. 建立良好的人事关系，在工作中树立良好的工作形象，给酒店的客人、客户、部门经理和员工以专业化及热情服务的美好印象。 12.Performs all duties as assigned by management. 及时完成酒店管理层所布置的所有工作。

1、负责酒店内所有的电气设备维修保养工作。 2、负责酒店客房、公共区域洁具设备的维修及保养。 3、负责酒店铁制品及金属制品的制作及维修。          4、责各厨房的水龙头、进排水管道、地漏等设施的维修、保养。 5、负责各厨房燃气炉具、食品加工设备、阀门及辅件的维修保养。 要求： 1、身体健康,能吃耐劳，服从意识良好。 2、沟通协调能力强，具备良好的团队素质,工作细心认真。

Main responsibilities主要职责 1.Record and process reservations made by phone/fax/email. 记录并处理所有电话，传真和邮件的预定。 2.Sell the Pullman products and services using up-selling and suggestive selling techniques. 运用合理的销售技巧销售铂尔曼酒店产品。 3.Updating reservations in the PMS received via the interface. 通过接口更新前台预定系统。 4.Understand and be able to answer all questions about rates, room categories and seasonality. 明白并有能力的回答所有关于价格，房间，房型和季节性问题。 5.Pro-actively try to cross-sell (F&B, Spa, etc.) and up-sell room types. 积极主动尝试交叉销售（餐饮，娱乐等）和客房升级销售的房间类型。 6.Be able to clearly communicate information to guests or colleagues. 能清晰地表达对同事或客人所要的信息。 7. Manage “no show” reservations by investigation and recording of same. 调查并记录所有应到未到预订。

Primary Responsibilities 主要责任 1.Coordinate and assist in opening/closing duties and ensure that all settings are completed according to standards and procedures prior to the start of operation.        协调和协助开餐/关餐任务，并确保所有设置在开始运营前按照标准和程序完成。 2.Assist management to supervise junior team members and casual labour under his/her leadership/section and to ensure that all tasks assigned/required in the outlet are carried out on time and according to instruction and departmental standards。                 协助管理层监督初级团队成员及其领导下的临时工/部门，并确保在餐厅内分配/要求的所有任务按时按时执行，并符合部门标准。 3.Take and record restaurant reservations/cancellations in accordance to departmental standards. Reconfirm reservations through phone calls or email on a daily basis.         按照部门标准进行餐厅预订/取消记录。每天通过电话或电子邮件重新确认预订 4.Take food and beverage orders according to guest’s requirements and preferences                                根据客人的要求和喜好接受食品和饮料订单 5.Deliver food & beverage services in accordance to departmental standards and procedures 按照部门标准和程序提供餐饮服务 6.Ensure that all food & beverage are served according to service standard 确保所有食品和饮料 都按照服务标准供应 7.Up-sell and promote food and beverage offers at every available opportunity in order to maximize sales revenue. Cross sell other dining venue when outlet is full 为了最大限度地增加销售收入，抓住每一次机会促销和推广食品及酒水。当餐厅已满时，交叉销售其他用餐场地 8.Try to remember individual patron’s names and their preferences to extend a personalized service 尝试记住个体客人的姓名及其偏好，以扩展个性化服务 9.Apply necessary precautions with regards to the hotel food safety and hygiene standards (HACCP) 酒店食品安全和卫生标准（HACCP）的必要预防措施 10.Collect food and beverage supply requisition, ensure that the stock collected is as per requisition 收集食品饮料采购申请， 确保所收集的库存都有匹配的申请 11.Handle guests’ complaints and comments tactfully and efficiently. Report any complaints, incidents or other irregularities to management 巧妙地、高效地处理客人的投诉和意见。 向管理层报告任何投诉、事件或其他违规行为 12.Supervise and assist in assigned work station’s activities and oversee the operation of outlet in the absence of management 监督和协助分配工作台的工作，在没有管理的情况下监督餐厅的运行

1.Abide by Hotel’s and Department’s policy & procedure. 遵守酒店及部门的各种规章制度。 2.Perform other related duties & special projects as assigned by the supervisor. 随时执行上级分配的其他相关任务或特殊项目。 3.Review the records of internal work. 审阅内部工作记录。 4.Participate in various working meetings. 参加部门工作会议。 5.Organize the team meetings. 组织召开班组工作会议。 6.Dispose of all the work within the department. 处理部门内部各项工作事务。 7.Dispose of complaints. 处理一般性投诉。 8.Dispose of general security incidents. 处理一般性安全事件。 9.Check the work situation. 检查岗位工作情况。 10.退伍军人优先

要求英语读写熟练，可向楼层主管方向培养。 1.Responsible for attending to the control desk telephone, communicating within Housekeeping, and between Housekeeping and other departments; Responsible for clerical services of the Housekeeping department; Responsible for all issues related to Housekeeping Office. 负责接听控制台电话，管理管家部内部及与其它部门之间的沟通;负责管家部文书工作；负责客房办公室相关事宜。 2.Ensures forwarding and receiving of all information pertaining to the department in order to maintain set standards and achieve guest satisfaction. 确保接听和转达所有与部门相关的信息，确保既定标准并取得客户的满意。 3.Receives, records, and distributes various reports. 接收、记录并分发各种报告。 4.Responsible for entering accurate room status into computer daily and investigate discrepancies. 负责每天将客房情况准确的输入电脑并调查各种异常情况。 5.Maintains key control. 管理钥匙。 6.Monitors lost & found property. 监管遗失物品。 7.Prepares reports related to HR, Finance, and other departments. 准备人力资源部、财务部和其它部门相关的报表。 8.Controls work phones and other loan items. 管理工作电话和其它出借物。

岗位职责 1.查看交班记录，了解上一班的移交事项，并负责处理； 2.熟悉预订资料，了解客情，尤其要记住即将来电的贵宾、常客的姓名，了解酒店的所有活动； 3.熟悉酒店有关客房销售的各项政策，向来店宾客推销客房，努力争取最好的经济效益； 4.熟练前台各项专业业务和技能，做好对客服务； 5.熟练掌握店内信息，提供准确的问讯服务； 6.负责为下榻酒店的宾客办理入住登记手续； 7.制作有关报表，为其它部门提供准确的接待信息。 岗位要求 1.大专以上文化程度，流利的英语口语； 2.性格开朗、头脑灵活、工作踏实，具有较强的服务意识和责任感； 3.通晓酒店各项对客政策、设施设备及服务种类以及前台工作程度和规范。

1.确保所接收的行李和包裹的安全，存放在合理的地方。 2.事先检查所有抵达和离店团队的分房名单，确保接待任务顺利完成。 3.管理行李房，确保行李房干净。接收、存放行李及宾客的遗留物品的处理。 4.工作认真、作风细致、吃苦耐劳、反应灵敏。

College education, majorin Hospitality or Tourism management or other related majors.大专以上学历，服务专业或旅游管理专业。 Front Office experiencesor 1year and above Front Desk experiences.有前厅工作经验或从事前台1年以上的工作经验。

1.Cleans and maintains guest rooms, guest corridors, and pantry according to set standards and procedures. 按照既定标准和工作程序，对客房、走廊和工作间进行清洁。 2.Replenishes guest supplies. 补充客用品。 3.Checks, replenishes and post charges of consumed mini bar items. 检查、补充、收取小酒吧物品的费用。 4.Ensures guest services specified by superiors and guests requests are promptly and courteously met. 及时、真诚的完成上级分派的工作和客人要求。 5.Reports damage or malfunction in hotel rooms to superior. 向上级汇报酒店客房内的损坏或故障情况。 6.Maintains equipment in proper state of cleanliness and repair. 保证设备的清洁和修缮。 7.Maintains a daily room check and Room Attendant report. 完成每日客房检查和服务员工作单。 8.Meets with superior and takes on daily assigned tasks. 与上级会面并承担每日分配的任务。

TheBellboy is directly responsible for the day-to-day operations of the Conciergewhilst on duty. On a broader scale the Bellboy is to ensure that all of hotel'sguests and visitors are greeted, attended to and assisted with a level ofservice that is professional, friendly and genuine. The Bellboy is also toensure that guests and visitors are made to feel comfortable and welcome and"at home" on arriving and departing the Hotel. 在当班期间，行李员要负责礼宾部日常的工作。从更广的角度讲，行李员要向所有酒店的客人和来访者问候，提供友好迅捷的专业的服务。行李员还要使所有抵达、预离的客人和来访者受到热情的欢迎，要使他们有宾至如归的感觉。

1.Confidently knowing the food and beverage menu contents and be able to explain them in detail to guests. 熟悉掌握菜单及饮料单上的内容，并可以详细的给客人做出解释 2.To actively check staff product knowledge on each shift. 在工作中随时检查员工的产品知识 3.Excited customers, and returen customers at most 使客人喜出望外，最大程度地回报客人 4.Supervise staff excutive strictly with guests reception procedure, and understand customers hobby 督促员工严格执行重点客人的接待程序，并熟知客人喜好，灵活运用 5.Check reservations for the day, ensuring that the restaurant & staff have tables ready and large bookings have been confirmed by phone. 检查餐厅当天预定，保证员工能够按照预定准备及正确摆台，做好相应的准备，并能致电确认预定 6.By assisting bar attendants & kitchen staff where required and carry out any reasonable duties requested by the Manager. 在必要的时候协助酒吧及厨房的同事，并完成经理交与的任务 7.By ensuring all staff are briefed for the details of the shift ahead. 确保所有员工提前了解班次详细安排 8.Follow up any guest questions or queries immediately and if you don’t know the answer, check with your Manager 满足客人的各项要求，如不能立即回答客人的问题请与经理联系 9.A supervisor must have detailed knowledge of Departmental Standards. 作为主管需熟悉掌握部门的各项标准 Required Qualifications 任职要求 1. More than 1 year of the same position experience. 具有1年以上同岗位工作经验。 2. Able to endure hard work.Have good sense of responsibility and team work. 工作勤奋，具有团队合作精神。 3.Communicate with guest efficiently.Customer oriented, Credibility. 与宾客的有效沟通能力强，具有服务意识，为人正直、诚实、敬业。 4. Good professional habits. Integrity. 具有良好的工作习惯、较高的职业素养与道德。

•Reporting directly to the Front Desk Manager the FD Supervisor is directly responsible for the day to day operations of the Front Desk whilst on duty. •Assist to Front Desk Manager to supervise all FD staffs within the section. •Creating a warm and welcoming arrival for guests, ensuring that they feel expected and immediately “at-home” when they arrive. •Checking-in guests in accordance with their reservation details, ensuring that the Registration Card is completed, reservation information confirmed, ALL membership number and Frequent Flyer number enquired about, and method of payment secured. •Acts as the first point of contact and liaison for VIP guests, ensuring that they are treated personally and recognized as an individual. •Handles complaints promptly and efficiently, taking the necessary action, and informing the Front Desk Manager or Welcomer Manager for follow up, where appropriate. Follow up with all guests to ensure satisfaction with problem resolution. •Promotes ALL and its associated benefits to guests who are not already enrolled in the program. Ensures that existing ALL members receive personal and professional service that recognizes them as important guests and that their benefits are received. •Allocates rooms in accordance to the guest’s reservation, preference and remarks, maintaining a systemized and sales focused approach to room inventory management. •Adheres strictly to standard cash handling procedures amongst team members, ensuring that all team members balance their float and drop the required amount. •Adheres to the hotel credit policy at all times when handling cash, credit card transactions, city ledger, providing currency exchange services, LPO and 3rd party payments for rooms, meetings, F&B and any other charges that may be incurred by guests. •Manages costs effectively by minimizing and controlling expenses. •Actively takes part in training the team, supporting and leading formal training sessions and focusing on the job training to ensure that all team members are of the same standard. Also attends training where and when required. •To monitor guest service personnel constantly, ensuring that at all times. •Manages desk , resolves guest concerns , handles emergencies and other challenges that may occur during the assigned shift . Implements resolutions by using discretion and judgment. •向前台经理汇报，直接负责管理每天的前台工作。 •协助前台经理管理前台所有员工。 •为顾客提供热情周到的接待，有效率的登记入住。 •核对宾客完整的预定及详细信息，确保付款方式安全有效。 •作为VIP客人最先联系到的部门，要确保他们的个性化服务。 •采取必要行动，及时有效的处理顾客的不满，适当的时候告知前台经理或欢迎大使经理。回访客人，确保客人对解决方法满意。 •确保为雅高心悦界会员提供优质专业的服务，引导宾客加入雅高忠诚会员项目。 •按照客人的预定或喜好安排房间，并做详细客房库存管理。 •严格遵守现金收付标准程序和流程，确保前台员工备用金金额无误，现金投账封包金额准确无误。 •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财务规定。 •控制花费，节约成本。 •积极参加职业培训，让员工保持水平一致。 •监督员工为客人服务的质量，保证任何时候提供的服务都是高质量的。 •管理前台，用敏锐的判断力和决断力对当值期间的突发状况予以迅速解决。 Knowledge and Experience 知识和经验： •College graduated or above •more than 2 years working experience in five-star hotels in the same position •Professional groomed, warm personality, good interpersonal skill and service awareness •Effective oral and written communications(Chinse and English) •大专及以上学历 •2年以上五星级酒店同岗位或类似岗位工作经验。 •形象专业，为人热情，具备较强的人际交往能力和服务意识 •具备良好的中英文口语及书写能力。