岗位职责： 负责酒店 VIP、协议大客户、媒体、合作渠道宾客全程接待，提前核对房型、礼遇、需求，做好入住欢迎跟进；趁早受理宾客投诉、不满诉求，妥善协调前厅、客房、餐饮、工程等部门解决问题。 任职条件： 1.大专及以上学历，25-40岁，酒店管理、旅游管理相关专业毕业，具备两年以上高星级酒店宾客关系或礼宾岗位工作经验; 2.具备洲际品牌酒店或其它外资酒店从业经历者优先； 3.拥有敏锐的服务意识与较强应变能力，善于观察宾客需求，灵活处置前厅各类突发情况，维护酒店品牌形象； 4.具备较强执行力、细节意识与时间观念，能够高效统筹 VIP 接待、宾客引导、信息登记等多项工作，保障接待服务顺畅到位。

【岗位职责】 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。 【岗位要求】 1、有良好英文沟通能力。 2、具有良好的服务意识，团队协作精神以及良好的沟通、协调和应变能力。 3、注重细节，工作有责任心，敢于承担责任，执行力较强。 4、有上进心和良好的学习能力和抗压能力。

【岗位职责】 1、负责宾客从抵店到离店的全流程接待与服务，包括预订确认、入住登记、行李协助、退房办理等。 2、主动了解宾客需求，提供个性化行程建议与本地旅游资讯，协助安排交通、餐饮、景点门票等事宜。 3、维护客房及公共区域的日常检查，确保设施设备正常运行，及时协调保洁、工程等部门解决问题。 4、处理宾客投诉及各类突发事件，安抚情绪并快速跟进反馈，确保宾客满意度。 5、建立并维护宾客档案，记录偏好与特殊要求，为复购和会员转化提供支持。 6、配合酒店主题活动及VIP接待，执行管家式服务标准，展现品牌形象。 【岗位要求】 1、学历不限，工作经验不限，年龄不限，酒店管理、旅游相关专业优先考虑。 2、热爱服务行业，具备良好的沟通表达能力和亲和力，乐于与人交流。 3、工作细致耐心，有较强的责任心和应变能力，能承受一定工作压力。 4、具备基础的电脑操作能力，能使用酒店管理系统或愿意接受培训。 5、认同团队协作理念，服从工作安排，能适应排班制（含节假日）。 6、有酒店、民宿、餐饮、会展等服务行业经验者优先，无经验但学习意愿强者亦可。

一、岗位职责 1. 一对一管家服务管理 负责专属一对一管家服务体系落地，统筹管家团队日常排班、服务督导与带教培训，规范个性化、精细化接待服务标准，把控整体服务品质。 2. 高端客户专属接待 负责VIP及到店客户一对一全程专属接待，捕捉客户需求，定制专属服务方案，跟进客户到店、在店、离店全流程服务，妥善处理客户诉求与突发问题，维护客户口碑。 3. 客户维护与二次销售转化 建立客户专属服务档案，记录客户喜好与需求，深耕客户关系维护；依托一对一服务场景，挖掘客户潜在消费需求，主动推进项目推介、套餐升级及复购转化，完成部门销售指标。 4. 统筹协同与复盘优化 联动各部门保障客户服务无缝衔接，统计接待及销售数据，定期复盘服务及转化问题，优化服务流程与销售跟进方式，提升客户满意度及成交率。 二、任职要求 1. 学历大专及以上，形象气质良好，精通高端服务礼仪，沟通表达流畅，亲和力、服务意识强。 2. 2年以上高端酒店、会所、康养中心一对一管家接待及管理经验，熟悉高端客户服务流程。 3. 具备服务型销售思维，擅长客户维系、需求挖掘，有客户二次转化、套餐推广及业绩达成能力。 4. 具备团队管理、培训带教及现场管控能力，抗压性强，能妥善处理客户投诉及突发情况。 5. 工作细致严谨，有良好的保密意识和职业素养，认同精细化专属管家服务模式。

岗位职责 1、负责维护客户关系管理，建立体质良好的宾客关系，提升客人满意度，提高酒店网评分数 2、负责负责酒店客诉受理，识别和预防各项目客诉的潜在风险，及时处理并反馈客诉 3、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，负责VIP接待工作的落实 4、负责在前台及大堂接待及迎送住离店的宾客，对酒店的宾客提供礼貌专业的服务 5、按时完成上级交办的其他工作 任职要求 1、大专以上学历，同岗位工作经验1年以上 2、形象良好，大方得体，具有较好的亲和力，掌握良好的英文口头表达 3、熟悉酒店客诉处理规范及流程，掌握商务礼仪规范，具有良好的服务理念及服务意识 4、具有良好的沟通交流能力，善于同宾客交往、沟通，能独立处理各种投诉

Job Responsibilities 岗位职责 Provide personalized and high-quality service experiences for VIP clients and distinguished guests, developing and implementing service solutions based on individual needs. 为VIP客户及重要宾客提供个性化、高品质的服务体验，根据需求制定并落实服务方案 Coordinate daily schedules, travel arrangements, activities, and important hosting requirements to ensure efficient and seamless service delivery. 统筹客户日常安排、出行计划、活动组织及重要接待工作，确保各项服务高效、有序开展。 Lead and manage service teams, including work allocation, coaching, service quality monitoring, and performance feedback, to continuously enhance service standards. 负责服务团队的协调与管理，包括工作安排、培训指导、服务质量监督及绩效反馈，持续提升整体服务水平。 Establish and optimize service standards, procedures, and workflows to ensure consistent execution and a high-quality client experience. 建立并优化服务标准及工作流程，确保服务团队按照既定标准执行，为客户提供一致且优质的服务体验。 Coordinate dining, transportation, wellness, leisure, and other lifestyle-related services, ensuring smooth execution of all arrangements. 根据需求协调餐饮、交通、健康管理、休闲娱乐及其他生活方式服务资源，推动各项安排顺利落地。 Assist in planning and executing business receptions, private gatherings, festive celebrations, and other key events, while coordinating resources and monitoring execution. 协助策划及执行商务接待、私人宴请、节庆活动及其他重要活动，统筹相关资源并跟进执行效果。 Develop and maintain a network of quality vendors and service partners to continuously enhance service resources and delivery standards. 建立和维护优质供应商及服务资源网络，持续优化合作资源及服务品质。 Handle client requests, special projects, and unexpected situations professionally, coordinating with internal and external stakeholders to provide timely solutions. 妥善处理客户需求、特殊项目及突发事项，协调相关团队及合作伙伴提供及时解决方案。 Regularly gather service feedback, analyze evolving client needs, and continuously improve service processes and customer experiences. 定期收集服务反馈，分析客户需求变化，持续优化服务流程及客户体验。 Maintain strict confidentiality and ensure the protection of client information, records, and privacy at all times. 严格遵守保密原则，妥善保护客户信息及相关资料，维护客户隐私安全。 Job Requirements 岗位要求 Bachelor's degree or above, preferably in Hospitality Management, Tourism Management, Luxury Service Management, or a related field. 本科及以上学历，酒店管理、旅游管理、奢华服务管理或相关专业优先。 Minimum of five years of experience in international luxury hotels, upscale resorts, private clubs, or high-end client service environments. 五年以上国际品牌酒店、高端度假酒店、私人会所或高端客户服务相关工作经验。 Experience in butler services, concierge services, guest relations, or VIP services required; prior team management experience is preferred. 具备管家服务、礼宾服务、宾客关系管理或VIP服务经验，拥有团队管理经验者优先。 Strong understanding of luxury service standards and guest experience management, with exceptional attention to detail and service excellence. 熟悉高端服务标准及客户体验管理，具备优秀的服务意识及细节管理能力。 Proven organizational, coordination, resource integration, team leadership, and project management capabilities. 具备较强的组织协调能力、资源整合能力、团队管理能力及项目推进能力。 Fluent in both spoken and written Chinese and English. 具备流利的中英文沟通及书面表达能力。 Highly responsible, proactive, and resourceful, with strong execution, adaptability, and problem-solving skills, and the ability to manage multiple priorities simultaneously. 责任心强，具备优秀的执行力、应变能力及问题解决能力，能够同时处理多项事务。 Demonstrates professionalism, integrity, and discretion, with the flexibility to accommodate varied schedules and domestic or international travel when required. 具有良好的职业操守和保密意识，能够适应灵活工作安排及必要的国内外差旅。

【岗位职责】 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。 4、与住店宾客保持良好沟通以了解宾客之喜好，协助宾客解决疑难事宜。 5、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。 6、在前台及大堂与商务楼层接待及迎送住离店的宾客。 【岗位要求】 1、大专及以上学历，有同岗位工作经验，有良好英文沟通能力。 2、具有良好的服务意识，团队协作精神以及良好的沟通、协调和应变能力。 3、注重细节，工作有责任心，敢于承担责任，执行力较强。 4、有上进心和良好的学习能力和抗压能力。

【岗位职责】 1. 红衣女郎，作为凯宾斯基品牌特色的宾客关系专员，兼顾品牌形象大使及凯宾斯基文化传播者的角色，她们总是优雅、端庄、专业、亲和，以凯宾斯基专属红色形象呈现。 2. 红衣女郎是凯宾斯基酒店奢华服务的人格化象征，以欧式奢华为核心，结合凯宾斯基八大奢华的定义，为宾客提供超越预期的全周期专属体验，是酒店服务品质、品牌形象与宾客满意度的首要负责人。 3. 带客参观，将酒店形象展示给客人的同时，与客人互动，有能力将酒店细节的设计理念与故事进行传递。 4. 深入了解酒店及城市周边地理环境，能够对客人提出的问题对答如流。 5. 协助酒店管理层，为重要贵宾准备定制行程，并提前协调贵宾迎接与送别事宜。 6. 熟知所有酒店重要贵宾、酒店活动信息及其他需要关注的特殊事件。 7. 确保客人档案的及时更新。 8. 尽可能地迎接、协助并送别每一位客人。 9. 礼貌高效地处理客人投诉与需求，必要时指导相关员工以确保客人满意度。 10. 记录所有投诉与需求，跟进并通知相关运营部门。 11. 向客人提供酒店服务及内部推广信息。 12.根据业务和酒店的需要，随时增加的其他职责和任务。 【Job Responsibilities】 1. The lady in red is not only the guest relations specialist of the hotel, but also serves as the brand ambassador and disseminator of the Kempinski culture at Kempinski. They are always elegant, dignified, professional and approachable, Presented in the exclusive red color scheme of the Kempinski Hotel. 2. The lady in red is the personification of the hotel's luxurious services. Centered around European luxury, combined with the eight major characteristics of Kempinski hotels, she provides guests with an exclusive experience throughout the entire guest journey that exceeds expectations. She is the primary person responsible for the hotel's service quality, brand image, and guest satisfaction. 3. When showing guests around, one not only presents the hotel's image to them but also interacts with them, and has the ability to convey the design concepts and stories behind the hotel's details. 4. Have an in-depth knowledge of the hotel and the geographical layout of the city / surroundings, be able to answer guest questions fluently. 5. Liaise with Hotel Management Team, to prepare tailor made guest itinerary for Top VIP’s when appropriate and coordinate VIP greetings and departures – ahead of time. 6. Knowledgeable about all VIPs, hotel functions and special events. 7. Ensure timely updating and maintenance of guest profile databases. 8. Greet, assist and bid farewell to guests whenever possible. 9. Address guest requests and complaints courteously and efficiently; guide relevant staff members when necessary to guarantee optimal guest satisfaction. 10. Document all guest complaints and special requests, conduct follow-up tracking, and notify relevant operational departments accordingly. 11. Provide guests with detailed information on hotel facilities, services and in-house promotional activities. 12. Undertake other duties and tasks as required by hotel business operations and management arrangements. 【任职要求】 1. 至少2年以上五星级酒店/国际联号奢华酒店宾客关系或相关岗位工作经验。 2. 有餐饮及销售经验者优先。 3. 有高级别接待服务经验者优先。 4. 优秀的英语口语及书写能力。 5. 掌握其他语言者优先考虑。 6. 管理监督的能力，良好的沟通能力。 7. 熟悉酒店运营及电脑操作。 8. 了解旅游及商务相关知识。 9. 熟悉酒店产品与服务。 10. 熟悉贵宾接待礼仪。 11. 能熟练使用微软办公软件（Word, Excel, PowerPoint）。 【Job Requirements】 Minimum of 2 years experience in position in Guest Relations or other relevant position preferably in a five star or international hotel. Food & Beverage and Sales experience is a plus. Experience in high-level VIP hospitality is a plus. Excellent oral and written skills . Additional language – beneficial. Supervisory skills and good communication skills. Luxury Hotel Experiences. Knowledge of hotel operations & Computer systems. General knowledge of tourist and business related information. Knowledge of hotel products and services. Knowledge of VIP welcoming protocol. Proficiency in Microsoft Office (Word, Excel and PowerPoint).

·        Is open and paysattention to his/her environment to anticipate guests and colleagues needs andexpectations. Handles the guest’s request as a priority. ·        开放并关注他/她的环境，以预测客人和同事的需求和期望。优先处理客人的要求 ·        Works together collaboratively with teammembers to develop a mutual relationship of trust and respect.  Always supports colleagues openly in theworking environment ·        与团队成员合作，建立相互信任和尊重的关系。在工作环境中始终公开支持同事 ·        Ensure that all Front Office StandardsOperating policies and procedures are adhered ·        确保所有前厅标准操作政策和流程得到遵守 ·        Ensure procedures are being met orexceeded on a daily basis for all loyalty/VIP Guests ·        确保所有忠诚/VIP客人每天都能遵守或超过流程 ·        Coordinate the arrival, stay anddeparture experience to ensure a seamless experience ·        与所有关键部门保持联系，收集正确的信息 ·        Communicate relevant information andspecial requirements to all departments to ensure the expectations of allloyalty and VIP guests are exceeded ·        与各部门沟通相关信息和特殊要求，确保所有忠诚客人和VIP客人的期望都能得到满足 ·        Work directly with the Front Officeoperation to ensure a seamless experience ·        与前厅部直接合作，确保无缝体验 ·        Advocates positive colleague experiencethrough leadership behaviors that demonstrate commitment to the LeadershipPromise: ·        通过表现出对领导承诺的领导行为，提倡积极的同事体验： ·        Identifies potentials of the teammembers, coaches and mentors them to capitalize on their strengths and managetheir blind spots as they strive to achieve the business goals and personaldevelopment goals ·        通过表现出对领导承诺的领导行为，提倡积极的同事体验： ·        Manages the development plans of teammembers ·        管理团队成员的发展计划 ·        Manages the succession plan of the team ·        团队的继任计划 ·        Creates an environment of trust thatallows team members to express themselves through the available channels ofcommunication ·        创造一个信任的环境，允许团队成员通过可用的沟通渠道表达自己。 ·        Promotes engaging communication withopenness and empathy ·        以开放和同理心促进互动交流 ·        Allocates time to understand teammembers as unique individuals ·        分配时间将团队成员理解为独特的个体 ·        Creates departmental goals andobjectives based on the objectives of the Finance division ·        根据财务部的目标制定部门目标 ·        Works on key actions to achieve thegoals, and create score boards where applicable ·        为实现目标而采取关键行动，并在适用的情况下创建记分板。 ·        Communicates performance objectivesacross teams to foster common goals ·        跨团队传达绩效目标，以实现共同目标 ·        Conducts regular accountabilityconversations to ensure progress towards the goals ·        定期进行问责制对话，确保实现目标的进展 ·        Reviews own behaviors and those of theteam members regularly with reference to the Leadership Capability Framework ·        据领导能力框架定期审查自己的行为和团队成员的行为。 ·        Addresses underperformance in a timelymanner following the procedure for implementing corrective actions ·        按照纠正措施实施程序，及时解决绩效不佳的问题。 ·        Recognizes positive behaviors withmeaningful feedback and inspiring celebrations ·        通过有意义的反馈和鼓舞人心的庆祝活动认可积极的行为 ·        Encourages team members to inspire oneanother with positive performance stories ·        鼓励团队成员通过积极的绩效故事相互激励。 ·        Creates a sense of fun and joy at workwhile holding self and others accountable for results ·        在工作中创造一种乐趣和快乐感，同时让自己和他人对结果负责。 ·        Actively participates in colleagueactivities ·        积极参与同事活动 ·        Familiar with the butler Ambassador job describe ·        熟悉大使管家的所有工作职责 ·        Assume Manager On Duty shifts whenneeded ·        在需要的时候轮班值班经理 Advocatespositive guest experience through leadership behaviors that demonstratecommitment to the Service Promise: 通过表现出对服务承诺的领导行为，倡导积极的客人体验： ·        Ensures the work processes areestablished to set the team members to succeed ·        确保建立工作流程，使团队成员成功 ·        Questionsestablished processes and procedures to look for alternative solutions ·        为寻找替代解决方案而建立的程序和问题 ·        Ensures all teammembers understand and follow the work processes in the operational departments ·        确保所有团队成员理解并遵守运营部门的工作流程。 ·        Has full awareness,manages all tasks of his staff ·        充分认识和管理员工的所有任务 ·        To identify andanticipate Guests’ needs and ensure personalized service is provided ·        始终如一地提供周到、贴心、真诚的服务。 ·        To oversee all Butlersand Butler Supervisors and the day-to-day operation of the department ·        识别和预测客人的需求，确保提供个性化服务 ·        Attending DailyBriefing with Management and all Department Head ·        与管理层和所有部门主管一起参加每日简报 ·        Ensure repeat guestsare met and greeted on a daily basis and profiles are updated ·        确保每天接待和接待回头客，并更新个人资料。 ·         long-staying/special-attention/occasion-celebratingguests are taken care of exclusively, paying particular attention to theirneeds and requests ·        确保长住/特别关注/庆祝活动客人得到专门照顾，特别关注他们的需求和要求 ·        Direct workassignments of supervisory and non-supervisory personnel ·        监察人员和非监察人员的直接工作任务； ·        Inform otheroperating departments of matters related to Butler operations, notably FrontOffice to ensure VIP status and other such information, as well asHousekeeping, Engineering, Laundry, Sales, Food & Beverage, Reservationsetc. ·        通知其他运营部门与管家运营有关的事项，特别是前台，以确保VIP状态和其他信息，以及客房、工程、洗衣、销售、餐饮、预订等。 ·        Schedule routineinspections by supervisors of all butler areas including occupied andnon-occupied rooms ·        安排所有管家区域（包括有人房间和无人房间）主管的例行检查。 ·        Inspect guest roomsand pantries on a regular basis to ensure guest preferences are met ·        定期检查客房和餐具室，确保满足客人的喜好。 ·        Appraise appearance,discipline and efficiency of all staff under direct supervision ·        对所有直接监督人员的外貌、纪律和工作效率进行评价。 ·        Maintain a steadyflow of communication between team and Guest Services Manager, Front OfficeTeam, Housekeeping Team, laundry, Engineering ·        保持团队与客户服务经理、前台团队、客房部团队、洗衣房、工程部之间的稳定沟通。 ·        Ensure GuestServices Manager is aware of tasks and assignments of every butler ·        确保宾客服务经理了解每位管家的任务和任务。 ·        Ensure consumptionof Guest supplies is under control ·        .确保客人用品的消费得到控制。 ·        Monitor and controlrelevant procedures including lost and found, key control, etc. ·        对失物招领、重点控制等相关程序进行监控。 ·        Ensure Butlersdeliver the Raffles touch by providing pro-active personalized service ·        通过提供积极主动的个性化服务，确保管家与莱佛士保持联系。 ·        Ensure butlersreceive recognition for their efforts in the form of regular feedback ·        确保管家以定期反馈的形式获得对其努力的认可。 ·        Ensure repeat guestsare met and greeted on a daily basis and profiles are updated ·        确保每天接待和接待回头客，并更新个人资料 ·        Ensurelong-staying/special-attention/occasion-celebrating guestsare taken care of exc. ·        确保长住/特别关注/庆祝活动客人得到专门照顾，特别关注他们的需求和要求。

1. Ensure all Standard Operating Procedure and Local Standard Operating Procedures are adhered to and carried out. 遵照所有的标准营运程序及本地标准程序来执行工作。 2. Meeting and escorting guests to their rooms and provide in room check service when required. 当有需要时，带领客人进房间提供房内入住登记服务. 3. Knowing all duties and responsibilities of daily front desk operation; support front desk associate efficiently whenever required. (Including the Business Centre.) 了解前台每天的营运步骤，无论何时都支持前台有效的完成工作.(包括商务中心) 4. Being professional with daily hotel operation and offer manning support to other related section or department when required. 了解酒店每天正常的营运步骤，并当有需要时为其他相关部门提供服务支持。 5. Check and ensure that all tasks stated on the GRO’s daily operations checklists, are completed before the end of each shift. 遵照宾客关系主任每天的工作程序执行工作并按时完成工作。 6. Provide interpreter service upon required situation. (Escort guest to hospital for doctor service. Escort guest to Police office when needed. VIP City Tour guide service, etc.) 视实际情况提供恰当的宾客服务(例如，陪同客人去医院看医生；当有需要时陪同客人去警局；为贵宾当向导等等。) 7.Ensure all VIP welcome packets are properly prepared according to the hotel’s standard and VIP rooms are assigned and checked prior to the VIP’s arrival per personalized request. 按照酒店的标准为所有的贵宾准备欢迎礼物。安排所有的贵宾入住房间并在入住前按照贵宾的个人要求做好一切安排准备工作

【岗位职责】 1、通过训练领导和激发团队员工。 2、其他经理不在的情况下，代替其他经理和总经理作为整个酒店的职责经理。 3、积极地参加职业培训，让员工保持水平一致。 4、训导团队，提高员工水平，激励他们完成目标。 5、确保员工手册，相关劳动法，HR指南的一致性，如有违反，纪律处分。 6、根据酒店标准，进行每年一次的1：1的个人发展回顾，确保对员工进行公平客观的描述，以便为员工提供继续发展的平台。 7、训练和发展有潜力的员工，令其有更好的职业前景。 8、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。 9、负责新员工的培训，使其尽快胜任工作，并告知酒店的要求。 10、及时有效的和宾客沟通，确保给顾客及时的答复。每个客人的投诉要求必须要在二十四小时内解决。 11、登记客人，确保客人信息完整填写并确认，按照酒店荣誉会员和飞行里程会员的要求服务和发展会员，同时确认付款方式。 12、将客人送至客房，介绍客房布局，确保行李及时递送等。 13、采取必要行动，及时有效的处理顾客的不满，适当的时候告知其他宾客关系经理。回访客人，确保客人对解决方法满意。 14、关注客户信息和喜好，确保满足客人的要求。 15、作为接待VIP客人的酒店员工，要确保为客人提供人性化服务。 16、按照客人的预定或喜好安排房间，控制房间。 17、确保为会员顾客提供优质专业的服务，发展客人加入会员。 18、和销售，预定和商业发展团队共同为客人提供服务 19、及时准确的将客人的信息录入公安报告系统。 20、遵循酒店品牌标准。 21、了解酒店周边地区的信息，名胜，风景地等，为顾客提供方便。 22、确保前台和其他部门间的沟通交流，特别是客房部，餐饮部等。 24、持酒店数据的准确，便于操作。维持前台设备的正常运做和工作区域的清洁。 25、及时将信息传递至相关人员，确保尚未完成的事情移交至有关人员，让宾客满意。参加必要的会议并阅。 【岗位要求】 1、保持和供应商的良好关系。 2、保证向酒店内部和外部客人提供高质量的服务。 3、维护酒店设施设备的正常运转。 4、保持工作环境整洁。 5、达到绿色酒店的要求。 6、编辑更新工作标准和程序。

岗位职责 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。 岗位要求 1.大专以上学历，有同岗位工作经验5年以上，有良好英文沟通能力。 2.具有良好的服务意识，团队协作精神以及良好的沟通、协调和应变能力。 3.注重细节，工作有责任心，敢于承担责任，执行力较强。 4.有上进心和良好的学习能力和抗压能力。

Please be aware that we will automatically reject all resumes without photos, and please send your English CV to kaka.zhang@gardenhotel.com. Thank you. Job Requirements: 1. Bachelor degree or above, 2. Knowledge of Hotel Management. 3. Work Experience: More than one year working experience in guest service in five-star hotel. 4. Strong communication abilities, handling skills, writing skills, and proficient in English. 5.Knowledgeable of the various departments’ policy and procedures, and the hotel’s rules and regulations. 6.Ability to quickly resolve problems, mitigate complaints and handle emergencies. 7.Strong sense of responsibility, professional dedication, enthusiasm for tasks, and strict working attitude. 8.Well-groomed, professional, confident, and dignified. 9.Fluent in both Written and spoken English or German or French or Spanish or Japanese or LATAM or Korean or Arab or Turkish or Brazilian or Malaysian Job Responsibilities: 1. In strict accordance with the hotel rules and regulations and work procedures, host and participate in the daily operation of departments,, polite, professional and effective service for guests to keep the efficiency and quality of customer service 2. Pay attention to VIP and special requirements of booking, timely update of relevant information, to ensure that VIP and special guests book and stay in good working order, in the lobby to receive or welcome guests 3.Take the initiative to ask guests for their opinions every day, collect guest comments, and feedback them to the Guest Service Manager; professionally and effectively maintain good guest relations ,assist guests to solve difficult problems. improve guest satisfaction 4.Passion for our brand, actively promoted hot hotel housing and catering information to guest. 5. To deal with guest complaints, handle with a professional work attitude, to ensure guest satisfaction 6. Effective management of assets ,open source saving 7.Strict implementation of hotel’s new tasks and mission 8.Full attention to the guest experience, including before check-in, at check-in, during stay, after check-out 9.Assist in check-in and check-out at the front desk Development and Benefits: 1. Professional training and broad promotion space; 2. Good career prospects; 3. Highly competitive salary and welfare; 4. Abundant staff activities; 5. Safe and comfortable accommodation and delicious free working meals.

n  始终确保所有嘉宾轩员工实现酒店品牌的承诺并提供超出客人预期的服务 Ensures that allGrand Club employees deliver the brand promise and provide exceptional guestservice at all times. n  确保嘉宾轩员工适当提供优质服务给内部客人。 Ensuresthat Grand Club employees also provide excellent service to internal customersas appropriate. n  协助贵宾及常住客的接待和入住登记。 Greetsand checks-in VIP and Long Stay guests. n  确保所有嘉宾轩员工知晓酒店的推广活动、政策和其他的重要信息。 Ensuresthat all Grand Club employees are aware of current promotions, policies andother important information. n  确保所有嘉宾轩员工熟知酒店的产品知识和服务。 Ensuresthat all Grand Club employees are familiar with the hotel’s products andservices. n  持续执行酒店的客户优惠政策并建立相关的客人入住纪录档案。 Implementsconsistent guest recognition programmes and maintains a relevant guest historydatabase. n   迅速及有效地处理所有客人及内部客人的投诉及要求，及时跟进以确保问题的圆满解决。Handlesall guest and internal customer complaints and inquiries in a courteous andefficient manner, following through to make sure problems are resolvedsatisfactorily. n  员工通过多种技能， 不同分工和变化的作息时间创造出最大的酒店利润及客人的满意度。 Maximisesemployee productivity through the use of multi-skilling, multi-tasking andflexible scheduling to meet the financial goals of the business as well as theexpectations of the guests. n  嘉宾轩要在给客人留下最深的品牌理念的前提下，根据主要的绩效指示积极主动地管理成本。 Ensuresthat the Grand Club operates with the lowest possible cost structure while alsodelivering on the brand promise to the guest, proactively managing costs basedon key performance indicators. n  酒店客房销售额和利润是通过合理的收益管理， 促销方式和资产管理， 同心工作的部门领导和前厅员工共同完成的。 Maximisesrooms’ sales and revenues for the hotel through appropriate yield management,upselling and inventory management initiatives, working closely with therelevant Heads of Department and Grand Club employees. n   适当的协助月度预测。 Assistsin monthly reforecast, as appropriate. n  协助年度营运计划的准备工作。 Assistsin the preparation of the Annual Business Plan. n  确保遵循与财务记账，资金处理及营业执照相关的酒店、公司及当地的政策与法规等，及时准确的汇报财务信息 Ensuresthat all hotel, company and local rules, policies and regulations relating tofinancial record keeping, money handling and licensing are adhered to,including the timely and accurate reporting of financial information. n  协助客房部经理巡视和抽查客房和其区域的总体运营情况。 Conductsfrequent and thorough inspections of guest rooms and Rooms areas in generaltogether with the Housekeeping Manager. n  确保严密的钥匙管理制度。 Ensuresthe strict control of room keys. n  确保在满房的情况下，保证客人的安全。 Assistsin securing external guest accommodation in overbooking situations. n  确保公共区域的卫生要符合酒店标准。 Ensuresthat public areas are clean and up to standard. n  确保每日预抵贵宾、有特殊要求、常住客人的房间提前预留、并且通知客房部同事打扫和放置欢迎赠品。 Ensuresthat all daily arrival V.I.P. rooms, special request rooms, and long stay guestrooms are pre-blocked in advance, that Housekeeping is notified and that eachroom is prepared with the appropriate welcome amenities. n  确保大堂经理接待所有贵宾及常住客人。 Ensuresthat all V.I.P. and long stay guests are met on arrival by an AssistantManager. n  与客房部和工程部保持良好的工作关系，以便于清洁和维修预留房间。 Worksclosely with the Housekeeping and Engineering Departments to block rooms asnecessary for maintenance. n  确保给客人提供最基本的品牌标准服务外，也要适时给客人提供多种选择的品牌服务。 Ensuresthat all company minimum brand standards have been implemented, and thatoptional brand standards have been implemented where appropriate. n  协助确保凯悦温情及房务部经典20条的实行。 Assistsin making sure that all Touches of Hyatt and the Rooms Top 20 have beenimplemented. n  根据消费者审计报告的结果，确保相关措施的跟进执行。 Respondsto the results of the Consumer Audit and ensures that the relevant changes areimplemented. n  以主动灵活的态度与前台员工紧密工作并专注完成酒店预算和客人满意度。 Works closely withother management personnel in a supportive and flexible manner, focusing on theoverall success of the hotel and the satisfaction of hotel guests. n  参加必要的培训和例会。 Attendsand contributes to all training sessions and meetings as required. n  熟知员工和行业的法律条文。 Isknowledgeable in statutory legislation in employee and industrial relations. n  始终对管理和个人行为负责，并且积极展现酒店管理层和凯悦国际的形象。 Exercisesresponsible management and behaviour at all times and positively representingthe hotel management team and Hyatt International. n  与竞争酒店、其他公司，尤其是导游和本地的旅行社，建立长期稳定的关系。 Maintainsstrong, professional relationship with the relevant representatives fromcompetitor hotels, business partners and other organisations. n  熟知酒店的员工手册并且理解酒店的规章制度，尤其是有关火灾，卫生，健康，与安全的政策和程序。 Readsthe hotel's Employee Handbook and have an understanding of and adhere to thehotel's rules and regulations and in particular, the policies and proceduresrelating to computer resources, fire, hygiene, health and safety. n  确保保持高标准的个人形象和仪容仪表。 Ensureshigh standards of personal presentation and grooming. n  随着行业、公司和酒店的变化，对房务部职能作出相应调整。 Responds to changesin the Rooms function as dictated by the industry, company and hotel

JOB OVERVIEW职位概述 •Directs all aspects of the guest relations function to achieve the highest possible guest satisfaction to current and future VIPs. 指导客户关系工作的各个方面，从而最大程度获得当前和未来贵宾宾客满意度。 DUTIES AND RESPONSIBILITIES工作职责 •Monitors guest relations’ personnel to ensure maximum guest satisfaction through personal recognition to all PCR members, VIPs and repeat guests, and prompt cordial attention from arrival through departure. 通过对员工业绩的认可，提升员工工作热情，监督宾客关系部员工工作，在客人到达至离开酒店期间，为客人提供个性化服务，尽量让客人满意。 •Monitor guest relations’ personnel to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure. 监督客户关系部工作人员，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。 •Monitor guest relations personnel to ensure Priority Club members consistently receive all benefits, repeat guests and other VIP’s receive special recognition and service. 监督客户关系部人员的工作，以确保优悦会会员始终得到全部优惠，常客和其它贵宾也得到特别关照。 •Check daily guest arrival report（GAR report) to get member guest’s preference and request, and arranged for them before check in. 每天查看会员抵达报告，了解会员客人的喜好及需求，并根据会员客人的喜好及需求在抵店前妥善安排好。 •Inspects all VIP rooms prior to arrival. 在贵宾到达前对贵宾房进行检查。 •Greets VIP, IHG Rewards Club/ Intercontinental Ambassador and repeat guests personally. 亲自迎接重要客人，优悦会会员/洲际大使客人及回头客。 •Liaise with other departments and necessary outside contracts to ensure excellent service delivery. 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。 •Promotes Inter-Hotel sales and in-house facilities. 促进酒店内房间及设施的销售。 •Perform such functions as to include but not be limited to: 行使下列功能，包括但不仅限于： o IHG Rewards Club/Intercontinental Ambassador and regular guest welcome letters 向IHG优悦会会员/洲际大使和常客致欢迎信 o Solicitation of IHG Rewards Club/Intercontinental Ambassador applications 发展IHG优悦会会员/洲际大使 o Attending to special requests by guests 回应客人提出的特别要求 oFollow up in house guest experience 跟进在住客人的入住体验 •Handle guest complaints and refer them as necessary, follows up on corrective action. 处理客人投诉，如有必要则将其提交给有关部门，并对纠正措施进行跟进。 •Compile, analyze and control guest relations’ costs. 对客户关系部的成本情况进行编写、分析和控制。 •Reviews arrival lists for Priority IHG Rewards Club/Intercontinental Ambassador and all VIPs to check room allocations, amenities, and special requests. 查看优悦会会员/洲际大使及重要客人清单，查看房间分配，房间内设施，及客人特殊要求。 •Overall responsible for ensuring and maintaining the entire range of services offered for the IHG Rewards Club/Intercontinental Ambassador, VIP’s and repeat guests with the aim to maximum guest satisfaction. 全面负责对优悦会会员/洲际大使，重要客人，及回头客的服务，尽量让客人满意。 •Appraise appearance, discipline and efficiency of all staff under direct supervision and initiate immediate remedial action if necessary. 评估所有员工的外在形象、守纪情况和工作效率并进行直接监管，如有必要，可采取直接的纠正措施。 •Organize and conduct regular meeting for all Guest Relation’s staff to facilitate communications and smooth operations. 组织和召开客户关系部全体人员参加定期会议，以加强交流和保证业务的顺利进行。 •Assists in maintaining a comprehensive, current and guest focused set of departmental standards and procedures and oversees their implementation. 协助制定完整的，符合实际情况，以客人为焦点的部门标准及制度，并监督员工执行。 •Prepare efficient work schedule for Guest Relations Staff, arranging holidays and vacation, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures. 在考虑酒店入住情况和以及预测大规模的团组活动，特别是关于提前或延迟到达及离店的情况的前提下，为客户关系部员工准备高效的工作计划，安排节日和假日。 •Works with Superior and Human Resources on manpower planning and management needs. 与上级领导和人力资源部一起进行人力规划和管理需求。 •Works with Superior and Director of Finance in the preparation and management of the Department’s budget. 与上级领导和财务总监一起编制和管理部门预算。 •Coaches, counsels and disciplines staff, providing constructive feedback to enhance performance. 训练、指导员工工作，为员工提供建设性的信息回馈。 •Regularly communicates with staff and maintains good relations. 定期与员工交流，与员工维持良好的关系。 •Leaders and guides team, ensure a strong and motivated team. Coaches, counsels and ensures disciplines, provides a clear guidance on daily work duties. 确保一个强有力的有动力的团队。指导，建议和确保纪律严明。在日常工作中提供清晰的指导原则。 •Creates a fun-working place. 创造一个愉悦的工作环境。 •Displays a positive and passionate attitude towards the accomplishment of department goals and achievements. 展示积级和热情的态度来完成部门的目标。 QUALIFICATIONS AND REQUIREMENTS任职要求 Required Skills – 技能要求 •Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company. 拥有在与他人交往时大多数时间所使用的沟通技能；完全代表酒店，品牌和公司与顾客，员工和第三方交往的能力。 •Good writing skills 具有良好写作技能 •Proficient in the use of Microsoft Office and Front Office System 熟练使用微软办公软件和前台系统 •Problem solving and organizational abilities 具有解决问题和组织能力 Qualifications – 学历 •Bachelor’s Degree or Diploma in Hotel Administration, Hotel Management or equivalent 具有酒店行政管理，酒店管理或相关的学士学位或大专水平。 Experience – 经验 •2 years experience in front office / guest services operations, including supervisory experience at a hotel of similar size and complexity, or an equivalent combination of education and experience. 拥有2年前厅或宾客服务工作经验，包括在相似规模和复杂程度的酒店的管理经验，或与此相当的教育和相关工作经验结合的背景。

配合预订部负责人做好酒店预定部的工作，与酒店各部门下传预定客情，并做好宾客接待，做好服务跟踪、做好拓展酒店业务。

我们在找这样的“造梦师” - 好奇心是你的雷达 - 自带小太阳属性，做事有冲劲，笑容有感染力 - 逆风飞翔的勇者，坚韧是你独特的勋章 - 冒险体质，讨厌一成不变的NPC生活，渴望在未知的地图里开疆拓土 - 潜伏的创业者，怀揣创业梦想，把酒店当成自己的事业来经营，敢于挑战更高的服务标准 在这里，你可以 - 拥有充足的自主发挥空间，不用局限于固定岗位职责，主动参与服务升级、场景优化、细节运营，大胆落地你的创意，在岗位上“自主深耕、主动造绩” - 依托平台资源实现个人蜕变，把你的用心、创意和执行力转化为成果与回报，解锁职场更多可能性

岗位职责 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。 岗位要求 1.相貌端庄、形象好优先。 2.有良好英文沟通能力，熟练操作前台系统。 3.具有良好的服务意识，团队协作精神以及良好的沟通、协调和应变能力。 4.注重细节，工作有责任心，敢于承担责任，执行力较强。 5.有上进心和良好的学习能力和抗压能力。

Key Duties and Responsibilities 岗位职责 • Oversee overall lobby management to ensure a clean, orderly environment that meets hotel service standards. 负责酒店大堂的整体秩序管理，确保环境整洁、有序，符合酒店服务标准。 • Coordinate inter-departmental resources to handle emergencies and ensure smooth service flow for optimal guest experience. 协调各部门资源，处理突发情况，确保服务流程顺畅，保障宾客的舒适体验。 • Proactively greet and welcome guests with warm, professional service to create a positive first impression. 主动迎接并问候宾客，提供热情、专业的服务，营造良好的第一印象。 • Promptly address guest requests by coordinating cross-departmental resources to efficiently resolve complaints or special needs. 及时响应宾客需求，协调各部门资源，高效解决客诉或特殊需求。 • Manage emergency situations in the lobby area with swift and appropriate responses. 处理大堂区域的突发事件，确保快速、妥善的应对措施。 • Monitor service quality and propose improvements to maintain established standards. 监督大堂服务品质，提出改进建议，确保符合标准。 Job Requirements 岗位要求 • Minimum 5 years of front office experience with proficiency in hotel operating systems and procedures. 具备5年以上前厅服务工作经验，熟悉酒店运营系统及流程。 • Excellent communication and coordination skills to promptly resolve guest issues. 出色的沟通与协调能力，能快速解决宾客问题。 • Strong problem-solving ability to efficiently handle emergencies. 具备较强的应变能力，能高效处理突发情况。 • Professional appearance with pleasant demeanor and strong service etiquette. 仪表端庄，形象气质佳，具备亲和力与职业素养。 • Multilingual proficiency (e.g., English) is preferred. 掌握多语言（如英语）沟通能力者优先。

【岗位职责】 1. 全面负责酒店宾客服务团队的管理与协调，制定并执行接待、入住、退房等标准化服务流程，确保宾客体验符合品牌标准。 2. 监督并指导前台、礼宾、总机等一线员工日常操作，优化服务效率，妥善处理宾客投诉及突发事件，维护酒店声誉。 3. 定期分析宾客反馈数据，识别服务短板并提出改进方案，推动个性化服务创新，提升客户满意度与复住率。 4. 协调客房、餐饮、工程等部门联动，确保宾客特殊需求（如生日布置、无障碍设施、延迟退房等）得到快速响应与满足。 5. 负责宾客关系维护，建立VIP及常客档案，执行忠诚计划，定期拜访重点客户，维护长期合作关系。 6. 组织团队培训与考核，提升员工服务意识、语言能力及应变技巧，打造高效、专业的宾客服务团队。 【岗位要求】 1. 英语口语良好、具备2年以上高星级酒店或连锁品牌前台、宾客关系主管经验者优先考虑。 2. 熟知酒店运营流程与宾客服务标准，能独立处理复杂客诉及危机事件，具备较强的情绪管理与抗压能力。 3. 具备出色的沟通协调能力与服务意识，善于与不同文化背景的宾客及跨部门同事有效协作。 4. 熟练使用酒店PMS系统及办公软件，具备基础的数据分析能力，能通过报表发现服务改善点。 5. 形象气质佳，普通话标准，具备基础英语口语能力者优先；能接受轮班制及节假日值班。 6. 性格开朗，细致耐心，热爱酒店行业，对提升宾客体验有主动创新意愿。 五休二 五险一金

（南京苏宁钟山国际高尔夫酒店） The guest service manager shall assist the front office manager in controlling the department's costs, standardizing the department's operating procedures, solving guest complaints and helping guests solve difficult problems and emergencies during their stay, and taking timely remedial measures to maximize the satisfaction of guests and minimize the loss of the hotel. 客户关系经理需协助前厅经理控制部门成本、规范部门操作流程，解决客人投诉并帮助客人解决住店期间的疑难问题及突发状况，及时采取补救措施，使客人最大程度的满意，同时，把酒店的损失降到最低。   CORE WORK ACTIVITIES岗位主要工作职责 Administration 行政 ·           Be concerned with staff discipline and staff performance and help to develop skills for all staff within the section. 监督管理员工的日常工作并帮助本岗位员工提高工作技能。   Financial and Revenue Responsibilities 财务及收入职责 ·           Provide services and information to a guest that is the most accurate and up to date possible, and is delivered to the guest in the most meaningful way. 通过最有效的途径，向客人尽可能地提最新，最准确的信息。 ·           Maintain a very good reputation for the Hotel and assist to increase the overall profitability of the Hotel. 维护和保持酒店的良好声誉并且帮助酒店增加整体的收益。   Training and Human Resources 培训和人力资源 ·           Be understanding and supportive, encouraging and helpful to all sub-ordinates. 给予所有的下属理解、支持、鼓励和帮助。 ·           Have a good working relationship with all colleagues and employees of the Hotel. 同所有的同事和酒店的员工保持良好的工作关系。 ·           Ensure wherever possible that employees are provided with a work place free of discrimination, harassment and victimization. ·确保无论何时都应提供给员工们一个没有歧视、骚扰和迫害的工作环境。 ·           Treat complaints of harassment and discrimination promptly and confidentially. ·快速和保密地处理有关骚扰和歧视的投诉。 ·           Treat customers and colleagues from all cultural groups with respect and sensitivity. ·对待来自不同文化背景的客人和同事都应给予尊重和体贴。 ·           Identify and deal with issues which may cause cross cultural conflict or misunderstanding. ·辨认并处理可能由不同文化引起的矛盾和误解事件。     Guest Service Responsibilities 对客服务的责任 ·           Contribute to overall operational efficiency by performing relevant duties as assigned. 按照要求履行工作职责，尽可能提高工作效率。 ·           Use your supervision skills effectively to encourage and motivate staff. 运用管理技巧调动和提高员工的工作积极性。 ·           Monitor guest service personnel constantly, ensuring that at all times maximum guest satisfaction is being achieved through guest recognition and prompt cordial attention. 不断地观察对客服务，尽力获得客人的认可和热忱的关注，确保客人得到最大程度的满足。 ·           Establish good public relations with all guests. 同所有的客人建立良好的公共关系。 ·           Provide guests with the most accurate and up to date information at all times. 向客人提供最新，最准确的信息。   Miscellaneous 其他 ·           To be flexible and willing when asked to fill in any areas where needed to help in an emergency or difficult circumstances as assigned or required by Management. 当出现紧急或者困难的情况，根据工作要求，服从分配。 ·           To be ready and responsible to perform any other duties as designated or required by Management from time to time. 随时准备履行管理层分配的其它工作职责。 ·           All staffs are required to comply with every reasonable request from their hierarchical supervisor(s) within an amount of time that it takes to comply under normal circumstances. ·所有的员工需要遵循来自上级主管的每一个合理的要求，这些要求也许需要一些时间在正常的工作环境下执行和完成。 ·           All staffs may be assigned to other duties in the hotel as and when required by business levels. ·所有的员工也许要执行酒店管理层根据工作需要分配的工作或其它职责。   GENERAL DUTIES: 一般职责： ·           Abide by Hotel’s and Department’s policy & procedure. 遵守酒店及部门的各种规章制度。 ·           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。   Health and Safety 健康与安全 ·           Ensure that all potential and real Hazards are reported immediately and rectified ·确保所有的潜在的和事实的安全隐患要及时汇报和更正。 ·           Be fully conversant with all departmental Fire, Emergency procedures ·熟悉所有部门的消防、紧急事件处理程序。 ·           Ensure that all emergency procedures are rehearsed, implemented and enforced to provide for the security and safety of guests and employees ·确保所有的紧急方案都经过彩排，实施和加强以保护客人和员工的安全。 ·           Ensure the safety of the persons and the property of all within the premises by fairly applying Hotel Regulations by strict adherence to existing laws, statutes etc. ·通过严格遵守现行的法律、法规等，来较好的执行酒店的规章制度，以确保酒店内部所有的人员和物品的安全。 ·           Ensure all staff within the department work in a manner which is safe and unlikely to give risk of harm or injury to selves or others ·确保所有部门内部的员工都在安全的情形下工作，不可能在受伤害或危险的环境下工作。 ·           Use safety manual technology and practice safety working practices under Suning Nanjing Zhongshan Golf Resort health, safety and environment policy to keep our environmental and pollution protection to a minimum ·使用安全手册技术并实践南京苏宁钟山国际高尔夫酒店健康、安全环境政策下的安全工作习惯，保持将我们对环境和污染的防护减到最小的工作程序。   Confidentiality 保密制度 ·           Ensure confidentiality and secure storage of all intellectual property and data bases, both hard copy and electronic. Adhere to Suning Internet and Email policy ·确保保密性和所有有关酒店的数据无论软件和硬件的安全。坚持苏宁网络和邮件政策。 ·           Ensure Hotel, Customer and Staff information or transactions are kept confidential during or after employment with the company. ·确保在员工在职或离职后对酒店、客人和员工信息或者其它的相关信息的保密性。   To be fully conversant with: 需要遵守的 ·           Hotel fire procedures 酒店消防规则 ·           Hotel security procedures 酒店保安规则 ·           Hotel Health and Safety policy and procedures 酒店健康与安全政策和规则 ·           Hotel Facilities and attractions 酒店设备设施和功能介绍 ·           Hotel standards of operation and departmental procedures 酒店运营部门程序标准 ·           Methods of accepted payment of the company 公司的财务政策 ·           Short and long term hotel marketing promotions 短期和长期的酒店市场推广项目     NOTE 备注： This document reflects the job content at time of writing and will be subject to periodic change in the light of changing operational and environmental requirements.  Such changes will be discussed with the job holder and the job description amended accordingly. 本文件反映的相关岗位职责以尽数列出，其内容会根据业务和环境的要求阶段性变化。相应变化将与该岗位员工沟通，并且岗位职责描述也将根据实际情况进行修改。

主要职责Primary Responsibilities ： 1、直接向前厅部经理汇报工作，在当班期间，宾客服务经理要协助酒店高级管理层负责整个酒店的运作。宾客服务经理要始终起到表率作用。 Reporting directly to the Front Office Manager, the Guest Service Manager is responsible for assisting Senior Management in the overall day-to-day operations of Grand-Mercure Hongqiao Shanghai whilst on duty. 2、监督和指导夜间整体酒店所有的运营，其中应包括前厅，保安，工程，客房，厨房，餐厅。与此同时，在日常工作需要时，管理和经营其他前台和宾客关系，承担经理相关责任，提高工作效率。 Oversees and directs all respects of overall hotel operations during the night, which shall include Front Office, Security, Engineering, Housekeeping, Kitchen, Food & Beverage. Meanwhile, manage and operate other reception and guest relations, undertake the managers’ responsibilities and improve work efficiency during FO daily work when needed. 知识和经验 Knowledge and Experience ： 1、性格开朗、工作踏实，具有较强的服务意识。 Cheerful personality, down-to-earth work, with a strong sense of service. 2、通晓酒店各项产品、对客政策、设施设备及服务种类以及前台工作程度和规范。 Familiar with hotel products, guest policies, types of facilities, equipment and services, as well as the work level and specifications of the front desk. 3、相貌端正，身体健康。 Good looks and good health. 4、热情酒店行业，具有较强的团队精神。 Enthusiastic hospitality industry, with strong team spirit. ●

PRINCIPAL RESPONSIBILITIES 主要职责 1.The Service Stylist must be outfitted in a unique uniform that is well designed and chic and contains elements of pink to make them easily identifiable to the hotel guests. 宾客服务大使必须身着精心设计,美观并结合粉色元素的统一制服从而能便于宾客识别. 2. Must be in the lobby and front office areas during their shift. 必须在工作班次中服务于酒店大堂和前厅区域. 3. Have a clear general knowledge of the hotel product to allow up sell and cross sell of hotel rooms and facilities. This should include room types, food and beverage facilities, spa and health club, daily catering events and local neighbourhood information. 拥有清晰的酒店产品知识从而推销酒店更好房型及其他酒店产品.其中必须包括酒店房态,餐饮设施,水疗中心,健身中心,每日宴会以及相关周边信息. 4.Welcome and farewell guests from the lobby. 在酒店大堂欢迎及欢送宾客. 5.Greet and acknowledge guests that are waiting in the lobby. 与在大堂等候的客人打招呼并作出相应反应. 6.Anticipate guest needs and handle guest inquiries in a helpful and attentive manner. 预先估计宾客的需要并用殷切有理的态度处理宾客的需求. 7.Escort guests upon arrival to front desk and introduce by name to front desk colleague.. 引领未入住宾客去前台并向前台接待员介绍宾客的名字. 8.Service Stylists must be able to talk to guests should they be waiting in a queue to check in or check out. 宾客服务大使必须与排队等候入住或结帐的宾客交流. REQUIREMENTS 职位要求 1. Education 教育学历 § Certificate / Diploma / Bachelor in Hotel Management 酒店管理类证书/学历证明/学士学位证明 2. Experience 经验 § One year working experience, preferably in hotel industry 一年相关的酒店工作经验 3. 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 4.Computer Knowledge 电脑知识 § Knowledge of MS office software 相关办公自动化知识 § Opera PMS 酒店Opera系统 § FCS FCS系统 5. Language Proficiency 语言能力 § Good command of English and Mandarin, other languages would be beneficial. 良好的英语及普通话掌握能力,掌握其他语言者优先考虑.

岗位职责： 1、掌握当日客情情况。  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，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、在前台及大堂接待及迎送住离店的宾客。  8、协助入住宾客办理登记入住及离店手续。  岗位要求：  1、大专以上学历，有同岗位工作经验1年以上，有良好英文沟通能力。  2、具有良好的服务意识，团队协作精神以及良好的沟通、协调和应变能力。  3、注重细节，工作有责任心，敢于承担责任，执行力较强。  4、有上进心和良好的学习能力和抗压能力。 联系人：齐先生 15910972860；