About Four Seasons:
Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.
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 the location:
Pagoda-style pavilions rise amidst exquisite gardens and ponds. With personalised hospitality, Four Seasons provides an unrivalled experience of China’s timeless beauty. Four Seasons Hotels and Resorts is a world-leading luxury hotel management group. As a key member of the group, Four Seasons Hotel Hangzhou at West Lake has been awarded the great honor of a five- star hotel in Forbes Travel Guide 2016 to 2022. As the ancient saying goes, “In the universe, there is heaven; on earth, there is Hangzhou.” Set along the banks of the fabled West Lake, our hotel is a tranquil enclave woven with ponds, courtyards surrounding picturesque Chinese gardens, willow trees and mist-covered lagoons. Wake to views of mountain peaks, ancient temples rising from the greenery or the very waters that have enchanted poets, explorers and emperors for centuries. Start with a cup of Longjing tea in our Lobby Lounge before picking up your bicycles and heading out to explore the city, then come back for a soothing treatment in our chinoiserie-filled Spa, followed by dinner in one of Jin Sha’s private-dining rooms.
About the role:
关于职位:
Assists the Front Office Manager in efficiently managing the Front Office Department according to established concept statement providing a courteous, professional, efficient and flexible service at all times
协助前厅部经理按照已建立的制度有效管理前厅部，始终提供礼貌、专业、高效和灵活的服务。
What you will do:
岗位职责：
• Coordinates arrivals, departures and billing requirements with Sales and Catering Department. Blocks rooms for arrivals and ensures any discrepancies are resolved with Housekeeping. Reviews daily arrivals to ensure proper handling of Special Attention Guests, Return Guests, and Groups accordingly to the guest preferences and requests.
• 与销售和餐饮部协调即将抵达、离开和账单要求。为抵达的客人安排房间，确保与客房部解决任何不一致的情况。审查每日抵达的客人，确保根据客人的喜好和要求妥善处理特别关注客人、回头客和团体客人。
• Assures that all financial and credit procedures are followed. Follows up on credit problems with Front Office Manager and/or Credit Manager. Reviews all paid-outs, rebates, Petty Cash disbursements and Direct Billings. Checks cashiers’ work at end of shift to ensure all transactions are reconciled with proper approvals and endorsements.
• 确保所有跟财务相关的信用卡流程遵守标准。 与前台经理或财务经理跟进信用卡问题。审查所有已付款项、回扣、零用现金支付和直接账单。下班时检查前台员工的工作，确保所有交易都有适当的批准和文件支持，并进行对账
• Takes action in all matters related to the safety, security, satisfaction and well-being of hotel guests and employees when senior managers are not available. Responds swiftly and effectively in any hotel emergency or safety situation. Works closely with Security to ensure guest and staff safety is a priority.
• 在酒店决策管理层人员不在的情况下，处理与酒店客人和员工的安全、安保、满意度和福祉有关的所有事务。迅速有效地应对任何酒店紧急情况或安全状况。与安保部门密切合作，确保客人和员工的安全。
• Resolves customer complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; 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. Interaction with guest will be in person and by phone in a timely manner.
• 解决来自酒店各区域的客户投诉，以最高水准的待客之道和专业精神处理与客户的所有互动，尽可能满足客户的特殊要求；协助客户处理与酒店服务、营业时间、主要酒店人员、内部活动、路线等有关的所有咨询。准确及时地回应客人的所有要求。及时与客人当面或通过电话进行交流。
• Ensure all glitches are recorded accordingly. Handles all glitches based on facts and investigate all glitches accurately. To be neutral at all times maintaining professionalism.
• 确保对所有投诉进行相应记录。根据事实处理所有投诉，并准确调查所有投诉。始终保持中立，保持专业精神
• Checks guest in and out in an efficient and friendly manner, using guest name whenever possible. Assures that guest is assigned type of room requested and the correct rate is charged. Arranges for luggage to be delivered to guest room. Issues correct keys to the guest. Checks out guest at end of stay. Ascertains guest satisfaction, collects keys, posts late charges and presents bill to guest. Settles bill accurately through credit card or cash transaction.
• 以高效友好的方式为客人办理入住和退房手续，尽可能使用客人姓名。 确保为客人指定所需的客房类型，并收取正确的房价。安排将行李送至客房。 向客人发放正确的房卡。在住宿结束时为客人办理退房手续。 确定客人是否满意，收回房卡，收取滞纳金并向客人出示账单。 通过信用卡或现金交易准确结算账单
• Walked all VIPs room prior to their arrival ensuring all preferences and request are provided accordingly. Worked closely with Room Service and Housekeeping team.
• 在所有贵宾抵达前巡视他们的房间，确保满足他们的所有喜好和要求。与客房服务和客房清洁团队密切合作
• Utilizes a variety of computer systems to check guests in and out, run daily reports and select and block rooms for arriving guests.
• 利用各种酒店系统为客人办理入住和退房手续、运行每日报告以及为抵达客人选择和封锁房间。
• Performs Night Audit correctly and ensuring reports are distributed as required. Ensures all rates checks and high balances are monitored and follow up accurately. Prepares discrepancy reports and keep the Front Office Manager informed of all activities during the night shift.
• 正确执行夜间审计，确保按要求分发报告。确保准确监控和跟进所有账单检查和使用余额。准备差异报告，并随时向前厅部经理通报夜班期间的所有活动
• Routine rounding of the hotel environment including Front & Back of the House, Food & Beverage outlets and public spaces to ensure everything is in working condition. Reports any damages or repairs work on a timely manner and follow up the work has been completed. Ensures that
• employees grooming are up to standard. Keep Department Head well informed of any area of concerns.
• 例行巡视酒店环境，包括前厅、后厨、餐饮店和公共场所，确保一切正常。及时报告任何损坏或维修工作，并跟进工作完成情况。确保员工的仪容仪表符合标准。随时向部门主管报告任何有征兆的问题
• Works closely with Bell Staff to ensure smooth handling of guest luggage, deliveries and special requests. Ensures the driveway are well maintained and properly manned at all times.
• 与行李员密切合作，确保顺利处理客人的行李、送货和特殊要求。确保车道得到良好维护，并始终有人值守
• Participate in all managers meeting and gathering. Be actively involved in all management related activities and plays an active role in providing feedback.
• 参加所有酒店管理的会议和聚会。积极参与所有与经理相关的活动，并在提供反馈意见方面发挥积极作用
What you bring:
岗位要求：
• Minimum 5 years’ experience in related position with Four Seasons or other organization
• 至少5年于四季酒店或国际五星级酒店同等职位工作经验。
• Excellent interpersonal skills and communication skills
• 出色的人际交往能力与沟通技巧。
• Cross cultural sensitivity, and customer service orientation
• 具备跨文化敏感性，并以客户服务为导向。
• Guest centricity and understanding the importance of guest preferences.
• 以客人为中心，并理解宾客偏好的重要性。
• Mandarin speaking is required.
• 需具备普通话沟通能力。
What we offer:
福利待遇：
• Competitive Salary, wages and benefits
• 具有竞争力的薪资及福利体系
• Excellent Training and Development opportunities
• 完善的培训与发展机会
• Complimentary Accommodation at other Four Seasons Hotels and Resort
• 全球四季酒店及度假村的免费住宿礼遇。
• Complimentary Dry Cleaning for Employee Uniforms
• 员工制服免费干洗服务
• Complimentary Employee Meals
• 免费员工工作餐
• Employee activities
• 丰富多彩的员工活动
Schedule & Hours:
工作时间安排：
• This is a full-time position
• 本岗位为全职职位
• The working hours will primarily be early mornings and days, during weekdays and weekends.
• 工作时间将根据部门需求安排，需能适应轮班制（含周末及节假日值班）
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