此岗位为OVU国际服务公寓招聘，地点滨湖合肥金融港 岗位职责： 1、受理电话、传真、互联网等不同形式的客房预定，将订房资料录入电脑并传达给相关部门和岗位； 2、严格遵守各项制度和操作程序； 3、为客人准确快速地办理入住登记手续，合理安排好各种房间； 4、独立安排散客或团队的房间； 5、检查当天团队房号，并与房态核实； 6、保持前台清洁整齐，检查所需表格、文具和宣传品是否齐全，并报告前台领班； 7、认真细致做好交接班工作，保证工作的延续性： 8、为客人做好结帐工作； 任职资格： 1、中专/大专及以上学历，性格外向，善于于沟通和交流； 2、实习时间不少于3个月，有过酒店前台经验的优先考虑。

岗位职责 1.协助保持大堂区域清洁和整齐； 2.向客人提供优良及有效率的服务； 3.保持行李储藏室整洁； 4.协助前厅完成其他服务工作。 岗位要求 1.具备吃苦耐劳、爱岗敬业品德，责任心强，善于与客人沟通交流； 2.有酒店工作经验者优先。

岗位职责 1.熟悉预订资料，了解客情，尤其要记住即将来店的贵宾、常客的姓名，了解酒店的所有活动。 2.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。 3.熟练前台各项专业业务和技能，做好对客服务。 4.熟练掌握酒店内外信息，提供准确的问讯服务。 5.负责为下榻酒店的宾客办理入住登记手续。 6.负责客房房卡的管理和发放工作并严格遵守验证制度。 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.专科以上文化程度，英语熟练。 2.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序和规范。

岗位职责 1.在经理的领导下，负责酒店宴会接待工作，为客人提供高质量的宴会、会议服务，负责检查宴会厅经营管理制度、服务标准、岗位职责、操作规范、运作程序的执行情况和各项工作的完成情况。 2.注意收集客人对餐饮质量的意见，与客户保持经常的联系和良好的关系，争取客人的长期支持。 3.负责处理客人对宴会服务工作的意见、建议和投诉，认真改进工作。 4.严格岗位职责和工作程序，保证服务标准和操作方法的正确性，善于发现出品和服务方面的问题，善于言谈，善于沟通，善于处理各类紧急事件及有关的客人投诉。 5.与其他部门沟通、协调、密切配合。 6.完成经理布置的其他工作。 岗位要求 1.熟悉餐厅工作流程； 2.良好的服务、销售意识及能力； 3.有酒店餐饮销售工作经验者优先。

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，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.熟练总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.负责客房钥匙的管理和发放工作并严格遵守验证制度； 8.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，同岗位工作经验优先； 2.性格开朗、头脑灵活、工作踏实，具有较强的服务意识、推销意识和责任感； 3.通晓酒店各项对客政策、设施设备及服务种类以及总台工作程度和规范。

1.      The Welcomer Manager is responsible for receiving and escorting all VIP’s and ensuring that they feel comfortable and welcome on arrival to Mercure Shanghai South. 欢迎大使经理要负责贵宾的迎接和引领工作。要确保重要客人抵达酒店时感觉舒适并受到了热情的欢迎。 2.      To promote the Accor loyalty program to the guest according to the yearly target. 根据年度指标向客人推荐雅高集团忠诚计划方案 3.      To promote the Accor customer survey program to the guest according to the monthly target 根据月度指标向客人推荐雅高客户满意度调查系统 4.      The Welcomer Manager is responsible for the security control of all hotel key’s rent whilst on duty. 在当班时，欢迎大使经理根据安全需要负责控制整个酒店的钥匙借用。 5.      Responsible for security checks of the entire hotel and its equipment on a regular basis each day/evening. 每天/晚需要负责进行整个酒店的安全和日常的设备检查工作。 6.      Handle and follow up the room discrepancy report. 处理房态差异报表并跟进。 7.      Handle and follow up the High Balance report. 处理客人房间押金不足的催款工作。   8.      Arrange to escort for illness or accident guest. 为生病或发生意外事故的客人安排护送或送医事宜。 9.      Responsible for the guest values Lost and Found. 负责客人贵重物品遗失的处理工作。 10.   Organize,develops training plans and implements training sessions for all staff within the section on a regular basis. Hold a section meeting in regular. 组织实施员工的培训工作。负责员工的日常培训，制定培训计划，定期召开部门讨论会。 11.   Responsible for attending to, resolving or acting upon any alarms or security breaches that may occur whilst on duty 负责解决当班期间发生的安全问题。 12.   The Welcomer Manager is to ensure and oversee that the Receptionist shift procedures/duties are completed on time and are procedurally correct. 欢迎大使经理要负责监督接待员、收银员及时准确地完成本职的日常工作。 13.   To ensure that computer reports are done as scheduled. 要确保日常电脑报告的完成。 14.   To ensure that on-going pertinent/relevant logbook communication to other shifts is maintained. 负责向其它班次协调交班记录上需要沟通的事项。 15.   To assist all area in the Front Office Dept. whilst on duty as required. 在当班时间根据需要协助前厅部所有岗位的工作。 16.   Brief incoming Welcomer Manager on items to be followed-up. 向接班的欢迎大使经理简要介绍需要落实的有关事项。 17.   Maintain daily an accurate record in the Welcomer Manager logbook of items and incidents which may be of concern to management and /or which may require further attention. 如果是管理层需要的或日后可能需要注意的事情，要如实地记录在交班记录本上。 18.   To assist as required/requested with the solving of any guest complaints/upsets. 根据需要协助解决客人的投诉和问题。 19.   The Welcomer Manager is responsible for action fire and emergency procedures and for contacting Senior Management in case of a fire or emergency whilst on duty. 欢迎大使经理要负责执行防火和安全条例，在当班时一旦发生火灾或安全问题要同酒店的高级管理人员联系。 20.   Responsible for the timely hand-over, briefing by outgoing/in coming 负责及时向接班的欢迎大使经理作简要的交班。 21.   To ensure that you as a Welcomer Manager are constantly aware of and ‘up-to-date’ with all happenings and operations within the hotel It is vital that you have an obvious presence throughout the hotel, and be visible public areas whilst on duty. 作为一名欢迎大使经理，要始终密切关注饭店的运作和发生的所有事情。当班期间，必须   巡视饭店的各个公共区域和各部门。 22.   Responsible for ensuring clear and constant communication lines are kept with all staff and hotel department 要负责同所有的员工和饭店的各个部门保持良好的沟通。 23.   Responsible for providing change to other departments and the correct balancing of the main safe float 负责同其它的部门换钱并要保证备用金的安全和准确。 24.   Ensure that you as a Welcomer Manager are completely aware of all hotel's services and facilities, outlet operating hours and scope of service. 作为欢迎大使经理要始终关注酒店的服务质量和设施设备以及餐厅的良好运转。 25.   Responsible for ongoing pertinent/relevant logbook communication to other shifts/departments 负责向其它班次/部门协调交班本上有关需要沟通的事项. 26.   To acquire through training provided a comprehensive knowledge of Hotel Property Management System (OPERA), PABX System 通过培训，要掌握酒店电脑系统(OPERA)、交换机系统的综合知识。 27.   Responsible for adhering to staff rules and regulations as detailed in Mercure Shanghai South’s staff handbook. 督促并监督员工要遵守酒店的店规店纪和员工手册。 28.   Responsible for managed the valued safety box. 负责管理客用贵重物品保险箱。 29.   It is the first responsible person to maintain and manage all facilities and materials. 部门所有设施设备和物资的维护保养和管理的第一责任人。 30.   Oversees the daily movement of guest activities and be able to resolve any guest complaints and to establish an amicable relationship with guests, clients and customers of the Hotel. 观察客人日常行为和活动，消除客人的不满并且同客人以及饭店的客户建立起友好的关系。 31.   Through close supervision, recommends improvement in operation, especially in the aspects of developing better service standards, increasing revenue and reducing costs. 通过细致入微的管理改善饭店的运作，特别是提高服务标准，以使饭店增加收入、减少损失。 32.   The Welcomer Manager is to ensure all staff on duty are at all times immaculately groomed and wear correct and complete uniform. 欢迎大使经理要确保所有员工在当班时始终保持恰当的仪容仪表和穿着正确的制服。 33.   Ensures all staff is present at roster times in the appropriate departments. 确保所有的员工准时出勤。 34.   The Welcomer Manager must be fair and just in any staff disciplinary action required whilst on duty. 当班时，欢迎大使经理要公正地评判任何员工的违纪行为。 35.   Ensures that all staff behavior, personal grooming and service skills are in line with hotel standards 要确保所有员工的日常行为，个人的仪容仪表和服务技能要符合酒店的标准。 36.   Carries out other tasks as directed by supervisor 完成上级交代的其他任务。 完成/跟进领导指派的其他工作，参与酒店群内的内部支援。

1.高效、优质、彬彬有礼、热情周到地帮助客人，回答客人电话、登记客人入住、分配房间、帮助客人結账离店以及满足客人其它合理的要求。 2.随时保持高标准和提供优质服务。 3熟悉酒店客房位置、类型、房费、折扣、饭店设施、营业时间以及特殊促销等。 3。了解每一班抵店客人信息，包括贵宾、SPG优先顾客、常客、团体客人抵店相关信息。4.检查房间状态和功能。5.高效地、彬彬有礼地回答所有电话。6.熟练掌握现金付款、信用卡、支票、外币兌換和转账等有关程序岗位要求1.具有对饭店行业以及前厅部基本知识的了解 2.良好的英语能力以及沟通技巧3.良好的财务知识或概念 4.大学专科及其以上 5.具有相关工作经验者将会优先考虑, 无经验者需具有良好的外表与积极的态度，学习技能的潜力。

目前在招募各个部门实习生：前厅/餐饮/房务文员 岗位要求： 1.有志在酒店行业发展的应届毕业生/实习生； 2.对担任酒店管理人员具有高度期望； 3.热爱服务行业，具有良好的顾客服务意识、亲和力、沟通技巧和团队合作精神。

【岗位职责】 1、直接负责礼宾部的工作。 2、对酒店的宾客提供礼貌专业的服务；协助重要宾客的入住和离店。 3、管理行李房，确保所有的行李有行李标签并且安全存放在合适的位置。 4、负责所有的特殊事情和酒店服务的有关信息的公告。 5、确保工作区域内的所有设备处于良好工作状态。 6、参与员工的培训工作。负责员工的日常培训，制定培训计划。 7、宾客有要求时，为预计离店的宾客安排出租车、机场班车的服务。 【岗位要求】 1、大专以上学历 2、身体健康，品貌端正，形象气质佳。 3、优秀的组织管理能力。 4、优秀的交际能和沟通技巧。 5、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 Job responsibility 1.确保自己的服饰、发型整洁、淡妆等方面全部符合规定的要求。 Make sure your clothes, hair and makeup are all in line with the rules 2.查看交班记录，了解上一班的移交事项，并负责处理。 Check the shift record, understand the last shift handover, and responsible for handling 3.熟悉预订资料，了解客情，尤其要记住即将来店的贵宾、常客的姓名，了解酒店的所有活动。 Familiar with the reservation information, understand the customer situation, especially to remember the names of the coming guests, frequent guests, know all the activities of the hotel 4.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。 To be familiar with the hotel's policies on room sales, to promote rooms to hotel guests, strive for the best economic results 5.良好的英语能力以及沟通技巧，熟练总台各项专业业务和技能，搞好对客服务。 Good command of English and communication skills, familiar with all kinds of professional services and skills, good customer service 6.熟练掌握店内外信息，提供准确的问讯服务。 familiar with the information inside and outside the store and provide accurate inquiry service 7.负责为下榻酒店的宾客办理入住登记手续 Check in all hotel guests 岗位要求 Job requirements 1.大专以上文化程度，懂得英语。 College degree or above, good command of English 2.性格开朗、头脑灵活、工作踏实，具有较强的服务意识、推销意识和责任感。 Cheerful personality, flexible mind, practical work, with a strong sense of service, marketing awareness and sense of responsibility 3.通晓酒店各项对客政策、设施设备及服务种类以及总台工作程度和规范。 Familiar with the hotel's guest policies, facilities and services, as well as the level and specifications of the front desk

岗位要求     1.男女不限，身高男175cm,女162cm，大专及以上学历，有同岗位工作经验1年以上。     2.能用流利的英语从事前厅服务形象气质佳，精通电脑操作，具备较强的英文听说能力。     3.仪表端庄，热爱酒店工作，钻研业务，反应敏捷，善于交际具有较好的管理和协调能力，能够很好的发挥其管理、领导和监督的作用。     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。

Main responsibilities主要职责                                            1.     Responsible for advising relevant Senior Management of all incoming VIP guests so that special requirements that may need to be attended to and action accordingly. 要负责向上一级管理人员汇报所有即将抵达的重要客人的情况，以便能够进行特殊的安排。 2.     Ensure that all guest queries, inquiries and requests are attended to in a helpful, professional yet warm and friendly manner.  确保所有客人的询问和要求能够得到及时、热情、友好的帮助。  3.     Responsible for ensuring that clear and constant communication lines are kept with all staff, areas and other Departments.  负责确保同所有员工，区域和其他部门保持良好的沟通。  4.     Ensures that you are completely aware of the complete range of services and facilities that hotel will provide to its guests and visitors. 确保非常清楚酒店为客人和来访者所提供的服务和设施。  5.     Ensures that the Front Desk area is not left unattended at any time whilst on duty. 在当班时要保证前台接待任何时候不会空岗。  6.     To be completely aware of the Fire and Emergency procedures of hotel, and the Front Desk’s responsibilities in an emergency.  了解酒店的消防和安全程序，并要负责前台的安全。  7.     Ensures that at all times your personal presentation is immaculate and your clothes or uniform is in line with relevant Front Office and Hotel uniform or clothing codes. 在任何时候要注意个人形象，并且穿着或者制服要符合前厅部和饭店的相关要求。 8.     Maintains and be aware of the importance of guest recognition. 要关注客人，尤其是重要客人。  9.     Ensures that you as Front Desk shift leader have a comprehensive knowledge of the city and what is happening within the city at all times, and to ensure that all guest and callers inquiries are met with prompt, informative yet friendly solutions.  作为酒店的前台领班，要对所在城市有广泛的了解并要了解城市中所发生的事情。要确保快捷，友好地解答所有打电话的人或者客人的询问。 10.  Checks the daily Arrival List, Special Arrival List for VIPs, repeat guests and FITs. 检查每日预抵客人表、重要贵宾、回头客和散客的预计抵达表。  11.  Directs and supervises the Receptionist in guests’ registration in terms of room assignments and allocation.  直接管理前台接待员的工作，为客人登记、分配房间等。  12.  Ensures that the pre-printed Registration Cards are checked against the Arrival List to determine that all reserved rooms have pre-registered cards.  通过预抵客人表检查所有预先打印出的登记单，以确保所有的预订房间都已经事先做了登记。  Check all Registration Cards and ensure that all repeat guests have the relevant information filled in accordingly for more efficient rooming of guests.  检查所有回头客的登记单以确保所填写的相关资料是客人登记入住所必需的。 13.  To be responsible for the preparation of all the necessary materials for check-in (i.e. Registration, welcome folder, keys etc.) for VIPs, pre-registered guests and groups before their arrival.  要负责准备客人登记入住时所需要的物品(例如:登记单、欢迎卡、钥匙等)，为重要客人，团队抵达前事先做登记。  14.  Checks through all actual arrivals for the day to ensure that all relevant information has been keyed in accordingly by the Receptionist. Does follow up on guest’s billing instructions.  检查当日实际抵达的客人表，以确保接待员已经将所有的相关资料输入了电脑。落实客人的帐务。 15.  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。 16.  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。  17.  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。 18.  Responds to guest needs and resolves related problems personally attends to all guest complaints immediately and initiates immediate resolution.  对客人需求作出反映，解决相关问题。亲身处理客人的任何投诉，并立即采取解决措施                                                            Education / Professional experience学历/专业经验                         1.      College English level, familiar with Opera or Fidelio system, be good at Microsoft Office. 大学英语，擅长Opera 或 Fidelio 的操作，应用Microsoft Office 软件。 2.      Strong curiosity, open-mindedness, interpersonal skills and sense of initiative. 好奇心强、思维开放、人际交往能力强，主动意识强。 3.      Good presentation, confident speaking skills. 良好的表达，自信的沟通技巧。 4.      Dynamic . 有活力。 5.      Good listening skills and ability to anticipate. 良好的聆听技巧和预见能力。 6.      Enthusiasm in work, carefulness. 积极敬业，工作认真细致。 7.      Good communication and coordination ability, and good team spirit. 具备较强的沟通，协调能力及团队合作精神。 8.      Independent, committed and well-organized. 独立性强、忠诚可靠并具良好的组织能力。 9.      Type and level of experience required may vary slightly based on size and complexity of operation. 工作经验的要求可能因运营规模和复杂性而略有不同。

Main responsibilities主要职责                                                 1.      Be concerned with staff discipline and staff performance and help to develop skills for all staff within the section. 遵守员工纪律和行为规范并帮助同事提高技能。 2.      The work of obedience to superior leadership. 服从上级领导的工作安排。 3.      To promote the Accor loyalty program to the guest according to the yearly target. 根据年度指标向客人推荐雅高集团忠诚计划方案 4.      To promote the Accor customer survey program to the guest according to the monthly target 根据月度指标向客人推荐雅高客户满意度调查系统 5.      Contribute to overall operational efficiency by performing relevant duties as assigned. 履行所分配的职责， 尽自己所能提高工作效率。 6.      Monitor guest service personnel constantly, ensuring that at all times maximum guest satisfaction is being achieved through guest recognition and prompt cordial attention. 要不断地提高对客服务水平，以确保得到客人最大程度的满足。 7.      Establish good public relationship with all guests. 同客人建立良好的公共关系。 8.      Provide guests with the most accurate and up to date information at all times. 要向客人提供最新，最准确的信息。 9.      Proficient in daily work, which is including check in, check-out, foreign currency exchange, wake-up services, Ensure that all are correct 熟练地办理入住，退房，外币兑换，叫醒等服务，确保正确无误！ 10.    Responsible for adhering to the Rules and Regulations of hotel as set down in the Staff Handbook. 遵守饭店的店规店纪和员工手册。 11.    Assiat supervisor to maintain and manage all facilities and materials. 协助管理部门所有设施设备和物资进行维护保养和管理。 12.    Provide services and information to guests that are the most accurate and up to date possible, and are delivered to the guest in the most meaningful way. 要尽可能的为客人提供最好的服务和最新，最准确的信息，并用合适的途径传递给客人。 13.    Maintain a very good reputation for the Hotel and assist to increase the overall profitability of the Hotel. 为饭店保持良好的声望并帮助饭店增加利润。 14.    Be understanding and supportive, encouraging and helpful to all sub-ordinates. 理解、支持、鼓励和帮助所有的同事。 15.    Have a good working relationship with all colleagues and employees of the Hotel. 同饭店的所有同事和员工保持良好的工作关系。 16.    Assist in maintaining a close working relationship with all Departments of the Hotel. 协助保持同饭店其他部门的良好工作关系。 17.    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. 在发生突发事件或者困难的工作情况下，要自觉自愿服从管理者的需要或者分配，到需要帮助的岗位工作。 18.    To be ready and responsible to perform any other duties as designated or required by Management from time to time. 要随时准备按管理者的要求或者分配承担其它的任何职责。                                                                 Education / Professional experience学历/专业经验                        1.      College education, major in 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； 2. Enthusiasm in work, carefulness 积极敬业，工作认真细致； 3. Good communication and coordination ability, and good team spirit.  具备较强的沟通，协调能力及团队合作精神。  

Main responsibilities主要职责                                                 1.The Bellboy is responsible and accountable for all operations in relation to the Bellboy whilst on duty. All duties and tasks performed are to be procedurally correct, timely and of a consistently high quality. The Bellboy must also ensure that through personal presentation, effective and efficient work practices and guest service standards that the guests' "first" and "last" impressions of the Hotel are lasting ones of genuine warmth and friendliness and of high standards. 在当班期间，行李员要负责履行所有的行李员的本职工作。要按照工作程序高效率的正确、及时地履行工作职责。行李员要确信通过个人的介绍、高效率的工作表现和良好的服务标准给客人留下饭店服务质量高、诚恳热情、友好的最初和最后的印象。 2. Responsible and accountable for the loading and unloading of guest luggage from guest cars and directing guests to the car parking facilities available to guests and visitors of hotel. 负责为客人从乘座的车中装卸行李，并且为饭店客人和来访者指引停车场 3.Responsible for welcome guests and escort them to their Rooms with professional friendly and genuine manner. 负责礼貌友好地迎接和陪同客人到他们的房间。 4.Be carefully delivery and collection of guest luggage from Guestrooms, cars and Front Desk. 及时和仔细地从客人的房间、乘座的车中以及前台接待收发客人的行李和物品。 5.To ensure guest luggage and belongings are stored in a secure, methodical way at all times. 要确保客人的行李和物品始终保存在安全的地方。 6.Responsible for the correct and accurate preparation of weather messages as required. 负责按要求准确地准备有关天气预报的信息。 7.Responsible for the timely and efficient delivery of newspapers to guests as required, ensuring the highest standard of presentation at all times. 负责按照客人的要求及时地分发报纸，要始终保持高质量的服务标准。 8.Responsible for ensuring all deliveries to rooms, arrivals and departures are properly recorded on the hand over record as required. 负责确保所有的转交物品送入客人的房间，要在行李员工作控制表上准确地记录预抵和预离客人。 9.Responsible and accountable for the correct, prompt and efficient handling and delivery of all guest messages and other items as required to guest rooms. 根据需要，负责及时、准确、高效地处理和分送客人的留言和其它的物品到客人的房间。 10.To ensure that all guest queries, inquiries and requests are attended to in a helpful, professional yet warm and friendly manner. 要确保用礼貌、热情友好的态度对待客人的询问、要求。 11.Responsible for providing a taxi and limousine service for the guests and visitors of hotel. 负责为酒店的客人和来访者提供租车服务。 12.Responsible for the ongoing communication of pertinent information using the logbook provided to other shifts. 使用交班记录本将需要继续沟通的事项记录下来提供给其它班次的员工。 13.To ensure that you as the Bellboy at our hotel have a comprehensive knowledge of Hefei and what is happening within the city at all times, and to ensure that all guest inquiries are met with prompt, informative yet friendly solutions. 作为酒店的行李员要确保对合肥有广泛综合的认识和了解。要知道在合肥市内发生的事情，并且要及时、准确、友好地解答所有客人的询问。 14.Responsible for adhering to the rules and regulations of hotel, as implemented in the Staff Handbook. 要负责遵守酒店的店规店纪和员工手册。 15.Assist other duties as required and directed. 根据工作需要协助执行其它的工作职责。 16.Completely follow the Fire and Emergency procedures of hotel and take your responsibilities in an emergency. 要完全遵守酒店的防火安全管理条例。在紧急情况发生时，要能尽到应尽的责任。 17.Through the provision of the training provided a completed knowledge of the OPERA hotels system. 通过提供的培训，要掌握使用饭店系统OPERA的工作知识。 18.Through the provision of the training provided a completed knowledge of all policies and procedures as set down by hotel that relate specifically to the Bellboy. 通过培训学习，要掌握酒店建立的所有的规章制度和工作程序特别是相关的行李员的规章制度和工作程序。 19.To ensure at all times that personal presentation is immaculate, your uniform or work clothes are in line with relevant Front Office, and Hotel uniform and clothing codes. 要始终保持个人表现的完美无缺，并且按照相关的前厅部着装要求穿着制服或工作服。 20.To ensure that you are completely aware of the complete range of services and facilities that hotel provides to its guests and visitors. 确保你非常清楚酒店的所有的服务项目和设施。 21.To ensure you have a complete and thorough knowledge of the outlets of hotel, their operating hours and the scope of services that they provide. 要确保你了解酒店的有关情况，它们的营业时间和所能提供的服务范围。 22.To ensure on a daily basis that you are fully aware of all arrivals to the Hotel, and in particular, VIP and return guests, and that you are aware of any special requests so that they may be action accordingly. 要确保你非常清楚所有抵达饭店的客人，特别是重要客人和回头客。要清楚任何一个特殊的要求以便可以按要求完成。 23.Assist the Bell Captain in keeping the storeroom clean and tidy especially luggage trolley upkeep. 协助行李领班保持行李房的干净整齐特别是行李车。 24.Assist and cooperate with security department when necessary. 在需要的情况下，协助和配合安保部的工作。 25.Assist supervisor to maintain and manage all facilities and materials. 协助管理部门所有设施设备和物资进行维护保养和管理。 26.Provide general information to customers and guests in a good and helpful manner. 使用礼貌友好的态度向客人和客户提供日常信息。 27. Identify ways of increasing the hotel’s overall profitability within the section. 在本职岗位通过各种途径增加整个饭店的收益。 28.To understand, be supportive, encourage and help all colleagues as required from time to time. 要始终理解、支持、鼓励和帮助所有的同事。 29.Take responsible and get ready for when assigned to perform in an emergency or difficult situation as required by Management from time to time. 在紧急或者困难的情况下，要始终准备承担根据需要所分配的工作。                                                                   Education / Professional experience学历/专业经验                        1. College education, major in 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； 2.Enthusiasm in work, carefulness 积极敬业，工作认真细致； 3.Good communication and coordination ability, and good team spirit. 具备较强的沟通，协调能力及团队合作精神。

岗位要求 1、男、女不限，身高男172cm,女160cm以上，大专及以上文化程度，有一定英语口语基础。 2、形象气质佳，性格开朗、善于沟通，具有较强的服务意识、推销意识和责任感。 3、酒店管理或旅游管理专业，有星级酒店同岗位工作经验优先录用。 4、不得有触犯国家法律、法规被依法拘留、追究刑事责任等违法行为 5、薪资面谈。

1、有良好的职业形象和气质，女士身高162以上，男士175以上，懂得基础的接待礼仪； 2、查看交接记录，了解上一班的移交事项，并负责处理； 3、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； 4、熟练总台各项专业业务和技能，搞好对客服务； 5、熟练掌握店内信息，提供准确的问询服务； 6、负责为下榻酒店的贵客办理入住登记手续； 7、负责客房钥匙的管理和发放工作，并严格遵守验证制度； 8、制度有关报表，为其他部门提供准确的接待信息； 9、需要上夜班。 10、薪资面议。

工作描述Job Description 1. 帮助来店客人及常客开关车门。 Assist guests and patrons by opening and closing car doors. 2. 按照要求为客人提供准确的天气信息。 Responsible for the correct and accurate preparation of weather messages as required. 3. 对待所有客人的询问和要求，要用热情、礼貌、友好的态度帮助客人。 To ensure that all guest queries, inquiries and requests are attended to in a helpful, professional,warm and friendly manner. 任职资格 Qualification 1. 基础应用电脑办公软件。 Basic in the use of Microsoft Office. 2. 良好的中文及基础的英文书写与□头表达能力。 Good Chinese and basic written and verbal English skills. 3. 职业技术学校学历或以上。 Technical School or above.

工作描述  Job Description : 1. 确保客人得到快速、高效、准确的入住登记和结账离店服务。 Ensures that guests receive a speedy and efficient check in/ out. 2. 确保将任何来自客人或其它部门的反馈及时并准确地汇报给前厅部经理及大堂副理。 Ensures the Front Office Manager or Duty Manager is kept fully aware of any relevant feedback from wither customers or other departments. 3. 确保将任何来自客人或其它部门的反馈及时并准确地汇报给前厅部经理及大堂副理。 Ensures the Front Office Manager or Duty Manager is kept fully aware of any relevant feedback from wither customers or other departments. 4. 必要时协助预订部的工作。 Assists with reservations whenever necessary. 5. 及时处理所有收到及发出的邮件、传真、速递物品及留言。 Handles incoming and outgoing mail, faxes, courier mail, and messages in a timely manner. 6. 通过每天将登记卡及餐厅账单存档，保持并检查所有架格。 Maintains and checks all racks by filing registration cards and Outlet checks on a daily basis. 7. 确保检查所有离店客人的账单并附上相关的账目单据。 Ensures all master folios due to depart have been checked out and have their respective backups attached. 任职资格 Qualification ： 1. 文化程度：大专及以上。 Education background: junior college or above. 2. 语言要求：普通话 – 发音标准；有英语读写能力及阅读能力。  Language：Good Mandarin pronunciation，Good English literacy and reading. 3. 较好的沟通能力，良好的计算机能力。 Good ability to communicate and good computer capacity. 4. 五官端正,形象气质佳。 Well – featured，Good image.

工作描述  Job Description : 1. 确保客人得到快速、高效、准确的入住登记和结帐离店服务。 Ensures that guests receive a speedy and efficient check in/ out. 2. 确保严格遵守酒店的收银程序；所有备用金都要根据财务部设立的政策和程序合理使用。 Ensures that the cashiering procedures are strictly adhered to and that all floats are used appropriately in accordance to Policies & Procedures set by Finance. 3. 确保将任何来自客人或其它部门的反馈及时并准确地汇报给领班/嘉宾轩副理。 Ensures the Grand Club Assistant Manager or Team Leader is kept fully aware of any relevant feedback from either customers or other departments. 4. 确保具有高水平的酒店产品知识，以便在机会出现时，宣传/销售客房、餐厅及其它设施/活动。 To be knowledgeable and promote/ upsells Rooms, Outlets and other facilities/ programmes whenever opportunities arises. 5. 履行收银员的职责，下班时按照定立的标准点齐款项。 Performs cashier functions; balances at the end of the shift according to established standards. 6. 确保在下班时准确及整洁的执行正确的关闭程序，并点清所有帐目，并确保下班时备用金无差错。 Ensures the correct closing procedures are carried out in an accurate and tidy manner and that all accounts balance before closing and ensures that the float is balanced before finishing the shift. 任职资格 Qualification : 1. 文化程度：大专及以上. Education background: junior college or above. 2. 语言要求：普通话 – 发音标准；有英语读写能力及阅读能力、  Language：Good Mandarin pronunciation，Good English literacy and reading. 3. 较好的沟通能力，良好的计算机能力。 Good ability to communicate and good computer capacity.

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、使客房达到最高入住率，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、大专以上学历，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、督导前厅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、有较强的协调管理能力，具有一定的销售能力。 6、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。

1. 根据预订优质快速的为客人办理入住手续，确认相关信息，如:房价，人数等，依客人喜好予以排房。向客人介绍酒店各种宣传促销活动。指引去房间的方向并解释房卡的使用方法，向客人分发礼物等。 Completes the registration process by inputting and retrieving information from a computer system , confirming pertinent information including number of guests and room rate . Makes appropriate selection of rooms based on guest needs . Codes electronic keys . Non –verbally confirms the room number and rate .for arriving guests . Ensures guests knows location of room , containing room keys , tokens of our appreciation,gifts , etc ,to guest . 2. 确保入住期间的各项需求能有效满足，帮助客人办理外币兑换及结账手续。接收现金，信用卡，旅行支票，公司或第三方付费等付款方式。 Ensures rooms and services are correctly accounted for within guest statement Properly accounts for service provided by the hotel . Assists guests with check out payments or charges . Accepts and records vouchers , credit, traveler’s checks , and other forms of payment , converts foreign currency at current posted rates . 3. 热情友好的问候客人，对客人的合理需求予以积极恰当的回应。准确提供各种信息如：酒店营业场所的营业时间及VIP促销计划等。 Greets customers immediately with a friendly and sincere welcome . Uses a positive and clear speaking voice , listens to understands requests , responds with appropriate action and provide accurate information such on outlet hours , special VIP programs , events , etc . 4. 对自己权限范围内不能予以解决的问题和需求，及时反馈给相应部门和人员予以解决。 Receives special requests from guests , and responds appropriately or forwards requests to appropriate team members for decisions and actions. 5. 礼貌的接听所有来电，及时恰当的应客人要求处理各种邮件、传真及转交物品。 Promptly answers the telephone and email inquires . inputs messages into the computer and advises other team members of special guest needs . retrieves messages and communicates the content to the guest . Retrieves mail , packages and facsimiles or other special items for customers as requested . 6. 成着冷静的应对和处理各类客人投诉，如：客人对价格不满，空调或供暖系统的不足等。 ields guest complaints , conducting thorough research to develop the most effective solutions and negotiate results . Listens and extends assistance in order to resolve problems such as price conflicts , insufficient heating or air conditioning , etc . Remains calm and alert especially during emergency situations and heavy hotel activity . Plans and implements detailed steps by using experienced judgment and discretion . 7. 积极的工作，友好的为客人提供服务。 Takes an active role in the team by being kind, cooperative, helpful and never forgetting the person behind the guest. 8. 积极参加所需的各种培训，提高工作能力。 Actively takes part in training where and when required, attending formal training sessions and on the job training to ensure standards and develop skills and abilities. 9. 致力于酒店工作，为酒店发展提供创造性的建议，为顾客和整个团队提供高品质服务。 Contributes to the hotel and team by sharing new ideas and suggestions for improvements, being innovative and creative to provide quality service and customer care to team members and guests. 10.在前台的团队中起到积极作用，有效的沟通，确保达到目标。 Takes an active role in the front desk team, ensuring effective communication and working as a team in order to reach goals and targets. 11.为顾客提供热情周到的服务，有宾至如归感。 Creating a warm and welcoming arrival for guests, ensuring that they feel expected and immediately “at-home” when they arrive. 12.依照预订为客人办理入住，核对预订信息，确保入住登记表的完整性及付款方式安全有效。 Checking-in guests in accordance with their reservation details, ensuring that the registration card is completed, reservation information confirmed , and method of payment secured. 13.采取必要行动，及时有效的处理顾客的不满，适当的时候告知值班经理或宾客关系经理。回访客人，确保客人对解决方法满意。 Handles complaints promptly and efficiently, taking the necessary action, and informing the Duty Manager or Guest Relations Manager for follow up, where appropriate. Follows up with all guests to ensure satisfaction with problem resolution. 14.维护顾客档案和信息，确保预订的有效性和准确性。 Maintains awareness of guest’s profile and specific preferences, ensuring that they are acted upon for each reservation. 15.确保VIP客人个性化服务待遇。 Ensures that VIP guests are treated personally and recognized as an individual. 16.协销售，预定和业务发展团队为公司客人提供服务。 Liaises with Sales, Reservations and the Business Development team to handle corporate guests. 17.确保所有账单消费的精准性，为客人提供高效快捷的结账服务。 Ensures a prompt and efficient departure, by settling guests accounts as per billing and reservation instructions and ensuring that all guests folios are correct. 18.将准确完整的信息录入酒店管理系统，以便大家分享。 nputs information in to Fidelio regarding guests, ensuring accuracy and that all details are completed and that the information can be clearly understood by other team members. 19.了解酒店周边地区的最新信息，名胜，风景地等，为顾客提供方便。 Applies Brand Standards in each and every action, acting as a role model and example of how the tandards should be carried out in a practical setting. 20.遵循品牌标准。 Is up to date with information on facilities, attractions, places of interest, sights and activities in and around hotel. 21.与餐饮部，客房部，工程部，IT等进行有效的沟通合作。 Effectively communicates, coordinates and cooperates with Housekeeping, F&B, Engineering and IT. 22.对酒店设施设备的非正常运转予以及时报告，并跟进直至问题解决。 Reports problems with hotel systems, hardware or facilities to the appropriate party and follows up to ensure that corrective action has been taken. 23.汇报最新的工作进展，确保宾客关系经理对部门营运状况的了解。 Ensures that the Guest Service Manager is kept aware and up to date of operational issues. 24.确保信息的有效传递，尚未完成的事情逐一移交至有关人员，让宾客满意。参加日常例会及其他会议。 Passes on information effectively, ensuring that all necessary details are communicated to the intended person and that any pending action is completed and guest satisfaction confirmed. Attends daily briefings, shift handovers, meetings and reads the log book on a daily basis. 25.确保完成行前台每日的任务，其中包括但不仅限于工作的监督，房间分配，报告，信用额度核对，电脑数据备份及主账的核对等。 Ensures that the day-to-day functions of the front desk are completed. Including but not limited to checklist, trace reports, credit limit checks, and online back-up. 26.核对入住登记表，会议及活动信息，预订备份等。 Checks Registration cards, meeting and function information, billing instructions, and reservation backup to ensure that all information received is actioned accordingly. 27.节约成本，确保存货不浪费。 Ensures that front desk stock is managed and not wasted, maintaining costs where able. 28.警惕商业竞争行为，并及时上报。 Keeps up to date and aware of competitor activities in order to be informed. 29.根据价格要求向客人提供相应的物品。 Adheres to the hotel selling strategy of Demand Based Pricing and maintains rate integrity by offering clear, transparent, and value for money rates to guests. 30.按照健康安全， 危机管理部门，灾难处理方法，救火程序执行。必要的时候加入 救火。 Complies with Health & Safety, Emergency Management, disaster Manual, and Fire procedures and regulations. Takes part in the fire team when and where directed. 31.严格遵守现金收付手续，收取现金，信用卡，转账，代金券等。 Adheres strictly to standard cash handling procedures, ensuring to balance float and drop the required amount. Manages cash, credit card, city ledger, voucher and all other forms of payment correctly. 32.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。 Adheres to the company credit policy at all times when handling cash, credit card transactions, city ledger, providing currency exchange services, LPO and third party payments for rooms, meetings, F&B and any other charges that may be incurred by guests. 33.为客人提供保险箱，保证他们的财物安全。 Provides safety deposit boxes to guests, ensuring that guests valuables are safe and secure at all times 34.跟进担保预订及付款方式，确保酒店收入。 Follows up on outstanding accounts to ensure no loss of revenue and secures method of payment for upcoming reservations. 35.确保所有账单消费的精准性，为客人提供高效快捷的结账服务。 Maintains the efficiency of departure by checking all guests folios to ensure accuracy of charges. 36.从促销客房转至高级客房，确保在每个客人身上获得最大利润。 Upsells rooms to higher room and rate categories, ensuring the maximum revenue generation from each guest. 37.抓住商机，用合理的方式提高酒店收入，确保客人物有所值。 Maintains awareness of sales opportunities within the hotel, maximizing revenue in an ethical and responsible manner, ensuring the guests receive value for money and adhering to Maritim Brand Standards. 38.如有必要 ，该部门有权更改或补充该职位描述。 The management reserves the right to change / extend this job description if necessary at any point of time during her / his employment. 39.如有可能用客人的母语与其交流。 Attempt to communicate with guest in guest’s native language , if applicable . 40.完成任何其他合理的职责和被指派的职责。 Carries out any other reasonable duties and responsibilities as assigned.

To have complete knowledge of the operational systems at Front Office. 全面掌握前厅部操作系统专业知识。 To have complete knowledge of Shangri-La standard operating policies and procedures. 全面掌握香格里拉标准操作政策和程序方面的知识。 To have complete knowledge of Shangri-La Program e.g. Golden Circle, FFP, Guest History. 全面掌握香格里拉会员活动知识。例如贵宾金环会，飞行里程计划， 客史记录。 Builds relationship with guests to delight and gain loyalty. 与客人建立友好关系， 使其喜出望外赢得客人忠实感。 Notes, collects and actions on any guests preferences. 确保宾客喜好表的记录， 收集和行动实施。 Ensures all interactions with guests are handled professionally and with care adhering to hotel policies and procedures. 根据酒店的政策和程序确保专业地处理与客人的关系，并且关心客人。  Prepares on day groups arrivals and departures. 准备当天团队的到达和离店。 Prepares for next days group arrivals and departures. 准备第二天的团队到达和离店。  Prepares Welcome Folders. 准备欢迎卡。  Performs check-ins and check-outs efficiently. 高效率地办理入住和退房手续。  Performs cashiering functions efficiently. 高效率地执行收银的业务。 Handles all guests requests or enquires promptly and efficiently. 迅速有效地处理所有客人的要求。  Monitors interface Lost Postings regularly. 定时地监督系统的漏帐。 Immediately reports and turns over lost and found items at all times. 处理失物招领时能购迅速报告并上交物品。  Informs the Duty Manager and/or Security Department if valuables are left in the open. Follows standard procedures in handling this and similar situations at all times. 当客人有贵重物品遗留时，要报告值班经理及保安部，始终按照标准程序来处理类似事件。  Possesses full knowledge of emergency procedures. 实践和熟练掌握紧急事件处理程序。  Performs other duties as may be required by management from time to time. 履行上级要求的其他职责。  Ensures that shift reports are printed and traces are followed up accordingly. 确保每个班次打印报表，完成追踪报告

To have complete knowledge of the operational systems at Telephone / Service Centre e.g. PABX / Call Centre System / Call Accounting Software. 全面掌握电话房/服务中心操作系统专业知识，如交换机/呼叫中心系统/计费系统。 To have complete knowledge of Shangri-La standard operating policies and procedures for the Service Centre. 全面掌握香格里拉服务中心的标准操作政策和程序方面的知识。 To have complete knowledge of Shangri-La Program e.g. Golden Circle, FFP, Guest History. 全面掌握香格里拉会员活动知识。例如贵宾金环会，飞行里程计划客史记录。 Builds relationship with guests to delight and gain loyalty. 与客人建立友好关系，使其喜出望外赢得客人忠实感。  Notes, collects and actions on any guests preferences. 确保宾客喜好表的记录，收集和行动实施。  Ensures all calls from guests and external calls are handled professionally and with care adhering to hotel’s and Shangri-La policies and procedures. 根据酒店的政策和程序确保专业地处理所有客人的内外部电话，并且关心客人。  Updates and read the daily information on the operation white board. 更新并读取信息栏上的每日信息。  Must also be familiarized with Opera system. 必须要掌握Opera系统。 Should be able to operate fax machine 能够使用传真机。 Performs any other duties that may be assigned by the Service Manager. 执行服务经理分配的其他工作。 Handles all telephone inquiries and request in a professional manner. 使用专业的电话礼仪处理各种电话要求。 Ensures all stationary stocks are keep at par. 确保所有的固定库存保持在标准状态。  Takes message and receiving Fax for all guest efficiently. 及时的为所有店内和店外客人提供留言及接收传真服务。  Oversees maintenance and handling of equipment used. 监督设备的维护和使用。 Ensures timely reporting of malfunction or maintenance deficiencies to appropriate area. 确保及时向相关部门上报设备的故障和不足。

To have complete knowledge of Shangri-La standard operating policies and procedures for the Concierge Department. 全面掌握香格里拉礼宾部标准操作政策和程序方面的知识。  To have complete knowledge of Shangri-La Program e.g. Golden Circle. 全面掌握香格里拉会员活动知识。例如贵宾金环会。   Builds relationship with guests to delight and gain loyalty. 与客人建立友好关系， 使其喜出望外赢得客人忠实感。  Notes, collects and actions on any guests preferences. 确保宾客喜好表的记录， 收集和行动实施。 Ensures all interactions with guests are handled professionally and with care adhering to hotel policies and procedures. 根据酒店的政策和程序确保专业地处理与客人的关系，并且关心客人。  Ensures proper records are kept for all guests deliveries,. 保存所有客人物品递送的记录。 Handles guests request/enquires in a professional and helpful manner. 专业热情地处理客人的需求。  Provide Valet Parking Service. 提供泊车服务。  Maintains updates and relevant information to handle guests enquires. 对于客人的询问， 给予最更新的相关信息。  Ensures all guests requests are handled quickly and efficiently. 确保所有客人的需求得到快速而有效的处理。  Maintains all quality standards and procedures from guest pre-arrival, to guest arrival, to guest in-house stay to guest departure. 对于客人预计抵达，抵达入住和离店维持质量标准和程序。   Assists guests in airline reservation/confirmation, handling of messages, transportation arrangements, city tours, restaurant reservations. 协助客人做机票预定，确认 留言处理，安排车辆，市内旅游和餐厅预定。 Is responsible for receipt, storage and shipment of luggage and packages for guest. 负责为客人收取， 寄存，邮寄和包装行李。  Carries all luggage on check-in by : 在登记入住时，通过以下方式搬运所有的行李： Tagging all incoming luggage 为所有入店的行李加标签。  Delivering the luggage to the respective rooms 把行李搬运至各自的房间。 Checking with the guest if explanation of room facilities is needed. 如果客人有需要为其介绍一下房间的设施。 Delivers Message/Faxes to the guest by : 通过以下方式将信息传达给客人： Collecting all Messages/Faxes from the Service Center 从服务中心获得所有的留言/传真。 Delivering them immediately to the guest 将获得的留言/传真迅速传达给客人。 Deliver Newspapers to guest room by the guest relevant request. 按客人要求派送报纸到客人房间。  Assisting with luggage on check-out by : 结账离店时，通过以下方式帮助客人搬运行李：  Proceeding to the respective room upon request for assistance 根据客人的要求进入房间，提供帮助。  Checking with Front Desk that all outstanding matters have been settled 与前台确认客人的所有适宜都得到处理。  Transferring all luggage to the vehicle 帮助客人把所有的未办事宜搬运到车上。 Wishing the guest returning 欢迎客人再次光临。 Bidding the guest farewell and wishing them a pleasant trip. 欢送客人并祝他们旅途愉快。