【岗位职责】
1. 深度对接高净值客人需求，从入住前需求调研（如偏好房型、饮食禁忌、特殊服务需求等）、入住中全程专属服务（如陪同办理入住、客房个性化布置、行程定制协调等）到离店后回访跟进，提供全周期 一站式 管家服务，确保客需响应效率与服务满意度。
Deeply connect with the needs of high-net-worth guests, and provide full-cycle one-stop butler service covering the entire process—from pre-arrival needs research (such as preferred room type, dietary restrictions, special service requirements, etc.) and full-process exclusive service during the stay (such as accompanying check-in, personalized room setup, travel customization coordination, etc.) to post-departure follow-up. This ensures the efficiency of responding to guest needs and service satisfaction.
2. 负责管家团队日常排班与管理，牵头组织团队专业培训（如高端礼仪、跨部门协作技巧、应急场景处理、奢侈品认知、多国语言服务等），提升团队整体服务素养与专业能力，打造高水准管家服务团队。
Be responsible for the daily scheduling and management of the butler team, take the lead in organizing professional training for the team (such as high-end etiquette, cross-departmental collaboration skills, emergency scenario handling, luxury goods knowledge, multilingual services, etc.), enhance the team's overall service literacy and professional capabilities, and build a high-standard butler service team.
3. 联动前厅、客房、餐饮、康乐、礼宾等部门，建立高效沟通机制，针对客人特殊需求（如私人宴会定制、商务会议支持、专属出行安排等）协调跨部门资源，确保服务落地流畅性，避免客需响应断层。
Liaise with departments such as Front Office, Housekeeping, Food & Beverage (F&B), Recreation, and Concierge; establish an efficient communication mechanism; coordinate cross-departmental resources in response to guests' special needs (such as private banquet customization, business meeting support, exclusive travel arrangements, etc.); ensure the smooth implementation of services and avoid gaps in responding to guest needs.
4. 协助首席管家定期分析高端客群服务数据与反馈，结合行业服务趋势，推动管家服务创新（如推出主题化客房布置、定制化伴手礼、专属生活管家服务等），持续优化客人体验，助力酒店提升高净值客群复购率与品牌口碑。
Assist the Head Butler in regularly analyzing service data and feedback from high-end clientele. Combined with industry service trends, drive innovations in butler services (such as launching themed guest room arrangements, customized souvenirs, and exclusive personal butler services), continuously optimize the guest experience, and help the hotel improve the repurchase rate of high-net-worth clients and enhance its brand reputation.
5. 通过员工综合技能的运用，综合工作的分派及灵活的工作时间安排，以优化工作流程，提升员工的工作效率。
By utilizing employees' comprehensive skills, coordinating work assignments, and arranging flexible working hours, the work processes can be optimized and employees' work efficiency can be improved.
6. 有处理突发事件的能力，能根据酒店相关标准及要求，快速处理突发事件。
Having the ability to handle emergencies, and being able to deal with them quickly in accordance with the relevant standards and requirements of the hotel.
7. 监督所有员工的按时出勤和仪容仪表，确保他们根据酒店的仪容仪表规范，着装整齐并保持高标准的个人卫生及形象。
Supervise the punctual attendance and appearance of all employees, ensuring that they are neatly dressed and maintain a high standard of personal hygiene and image in accordance with the hotel's grooming regulations.
8. 领导和激励团队，建立积极向上的工作氛围，提高员工的工作满意度和忠诚度；鼓励员工开拓创新的精神，并认可他们所作出的贡献。
Lead and motivate the team, foster a positive working atmosphere, enhance employees' job satisfaction and loyalty; encourage employees' pioneering and innovative spirit, and recognize their contributions.
9. 执行健康及安全法规、政策及程序。
Implement health and safety regulations, policies and procedures.
10. 执行酒店安全及紧急情况政策及程序。
Implement hotel safety and emergency policies and procedures.
11. 熟悉酒店安全、急救及消防紧急情况程序。
Be familiar with hotel safety, first aid and fire emergency procedures.
12. 确保员工充分的理解并遵守员工手册内容。
Ensure that employees fully understand and comply with the contents of the employee handbook.
【岗位要求】
1. 大学专科及以上学历。
College diploma or above.
2. 至少1年酒店相关岗位工作经验。
At least 1 years of relevant work experience in hotels.
3. 熟练使用电脑办公软件。
Proficiency in using computer office software.
4. 良好的中英文读写能力
Chinese and English reading and writing skills is good.
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