About Four Seasons Hotels and Resorts 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 Four Seasons Hotel Suzhou Four Seasons Hotel Suzhou is a luxury island retreat fully commanding a 30 acre (12 hectare) private island on the scenic Jinji Lake. Set to open in the second half of 2023, the Hotel will have over 200 well-appointed rooms, suites and private villas, lush gardens, indoor and outdoor pools offering a lifestyle that is uniquely Suzhou and uncompromising service that is uniquely Four Seasons. Job Description The Four Seasons Hotel Suzhou is looking for Guest Relations Manager who shares a passion for excellence and who infuse enthusiasm into everything they do. We hire motivated people who we train to perform superbly, while we create an environment where they can flourish. Ultimately, our culture breeds success, and rewards it in many different ways. We encourage and expect all of our employees to behave consistently in a manner which demonstrates: • Commitment to supportive teamwork and open communication • Responsibility for ongoing enhancement of their skills and performance • Recognition of personal accountability for their own actions and the outcomes of those actions • An understanding of the effect of their behavior on our guests, their fellow employees and the reputation of the Company Job Summary • Manages the staff at the Front Desk. Interviews, trains and schedules the staff. Conducts Performance Evaluations and disciplines staff when needed. • 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. • 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. • 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. • 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. • 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. • 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. • Walked all VIPs room prior to their arrival ensuring all preferences and request are provided accordingly. Worked closely with Room Service and Housekeeping team. • Utilizes a variety of computer systems to check guests in and out, run daily reports and select and block rooms for arriving guests. • 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. • 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. • Complies with Four Seasons’ Work Rules and Standards of Conduct as set forth in Employee Handbook. • Works harmoniously and professionally with co-workers and supervisors. • Accepts reservations, changes and cancellations in the absence of Reservations Department Staff. Makes confirmation for guest with regards to their booking. • Can answer guest calls and direct them appropriately in the absence of a Communications Operator. • Ensure all guest information is entered into PSB “Police Station Bureau” system correctly on a timely manner and registration of guest information is completed accordingly. All guest passport or ID is being scanned and updated. Outside guest/ visitors are registered into the PSB visitor booklet • Participate with local PSB meeting and ensure all matters related to guest registrations are entered correctly. Maintained a proper relation with the PSB officer working closely with them. • Worked on public holidays, shifts and additional shifts when deemed necessary based on hotel occupancy and business requirement. • Must be familiar with Four Seasons Hotels & Resorts standard training manual and service culture. Ability to understand the Policy & Procedure and operating manuals. Requirements We are looking for individuals who are strategic, have strong business acumen, good communication, and interpersonal skills. • At least 2~3 years of relevant work experience in the International Luxury Hotel. • Self-driven and a strategic resourcing professional. • Able to work independently and under pressure in a fast pace working environment. • Good team spirit, multi-tasking, cooperative with good communication and interpersonal skills. • Good command of both written and spoken Chinese and English. • Mandarin Speaking and Work authorization in China is a must. Join us and Enjoy… • An opportunity to build a life-long career with global potential and a real sense of pride in work well done • Best-in-industry training • Complimentary stays at Four Seasons properties (based on availability) with discounted meals • Incentive bonus/ competitive salaries • Employee service awards • Annual employee party/ social and sporting events Learn more about what it is like to work at Four Seasons – Visit us: Official Website: http://www.fourseasons.com/careers/ LinkedIn: https://www.linkedin.com/company/four-seasons-hotels-and-resorts

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最新信息，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、保证向酒店内部和外部客人提供高质量的服务 2、维护酒店设施设备的正常运转 3、保持工作环境整洁 4、达到绿色酒店的要求 5、编辑更新工作标准和程序

·Monitor VIP Reception Lounge’spersonnel to ensure maximum guest satisfaction through personal recognition andprompt cordial attention from arrival through departure ·监督贵宾接待厅工作人员，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。 · Inspects all VIP rooms prior toarrival · 在贵宾到达前对贵宾房进行检查 ·Greet VIP guests personally ·亲自迎接贵宾。 ·Liaise with other departmentsand 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。 · Oversee maintenance ofefficient repeat guest history system · 对高效的常客客史档案系统维护实施监管。 · Promote Inter-Hotel sales andin-house facilities · 促进店际销售及完善内部设施。 · Perform such functions as toinclude but not be limited to: · 行使下列功能，包括但不仅限于： · Prepare welcome letters for IHGRewards Club Platinum Elite member & VIP guests. 向优悦会白金卡菁英会员和常客致欢迎信 · Solicitation of IHG Rewards Clubapplications 发展优悦会会员 · Attending to special requestsby guests 回应客人提出的特别要求 ·Develop and implement guesttelephone contact systems · 开发和应用客人电话联系系统。 · Handle guest complaints andrefer 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, analysis and control VIP Reception Lounge’ costs ·对贵宾接待厅部门的成本情况进行编写、分析和控制。 ·Schedule and attend regular IHG Rewards Club and VIPguest cocktail parties and social engagements in an effort to further improveon service delivery · 计划并参加优悦会和贵宾的定期鸡尾酒会和社会活动，以便进一步提高服务质量。 · Review arrival lists for allarrivals and VIPs to check room allocations, amenities, and special requests ·查阅来客单，检查对客人和贵宾的房间分配情况、各类设施情况以及特别申请。 ·Prepare requisitions foramenities on a timely basis ·及时准备设备使用申请。 Appraise appearance, discipline and efficiency ofall staff under direct supervision and initiate immediate remedial action ifnecessary 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 regularmeeting for all VIP ReceptionLounge’s staff to facilitate communications and smoothoperations ·组织和召开贵宾接待厅全体人员参加的会议，以加强交流和保证业务的顺利进行。 ·Prepare efficient work schedulefor VIP Reception Lounge Staff, arranging holidays and vacation, taking into considerationproject occupancy and forecasts and any large group movements, especially thosewith early or late arrivals or departures ·在考虑酒店入住情况和预测以及大规模的团组活动，特别是关于提前或延迟到达及离店的情况的前提下，为贵宾接待厅员工准备高效的工作计划，安排节日和假日。 ·Works with Superior and HumanResources 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 in thepreparation and management of the Department’s budget. 与上级领导一起编制和管理部门预算。

·        Reports directly to and communicates with theFront Office Manager on all pertinent matters affecting guest service and hoteloperations. ·        Provides functional assistance and directionto all departments ·        Cooperates, coordinates and communicates withother hotel departments as required. ·        Reacts to situations to ensure guests receiveprompt attention and personal recognition throughout the hotel ·        Ensure that on-going pertinent/relevantlogbook communication to other shift is maintained and brief incoming GuestService Manager on items to be followed up ·        Maintain daily an accurate record in theGuest Service Manager’s logbook of items and incidents which may be of concernto management and/or which may require further attention ·        Responds to guest needs and resolves relatedproblems ·        Supervises and directs Reception personnel ·        Supports and assists Front Office personnel and all departments at peak periods ·        Ensures VIPs and priority club guests receivespecial attention ·        Assist as required/requested with the solvingof any guest complaints/upsets and make record on logbook accordingly. Ensureall issues relating to guest satisfaction are met and that follow up iscompleted on a timely basis. Effectively handle and resolve guests complaintsand seek help if needed ·        Inspects front of house and back of houseregularly for cleanliness ·        Assists Guest Relations in greeting, rooming,and sending off VIP guests ·        Ensure constantly aware of and up to datewith all happenings and operations within the hotel and ensure to have anobvious presence throughout the hotel public area whilst on duty ·        Responsible for ensuring clear and constant communicationlines are kept with all staffs and other departments ·        Monitors appropriate standards of conduct,uniform, hygiene, and appearance of staff. ·        Provides input for Front Office meetings. ·        Ensure to be completely aware of all hotelservices and facilities, outlet operating hours and scope of services. Promotesinter-hotel sales and in-house facilities. ·        Have a complete knowledge of standardoperating procedures and performance standard by task of GuestService/Reception or CPC Floor/Telephone & Business CentreService/Concierge ·        Checks billing instructions and monitorsguest credit ·        Analyses and approves discounts and rebates. ·        Analyses the rate variance report to ensurerooms revenue control ·        Takes action with the Property ManagementSystems (PMS) in emergency situation. ·        Fully conversant with all hotel emergency procedures. ·        Ensures front line staff comply with FITMarketing techniques and maximize sales.

1.协助酒店管理层负责前厅的运作，收集对客服务过程中所产生的问题信息。 2.在前厅部经理的直接领导下，在当班期间负责整个酒店的正常运作。 3.负责处理宾客的问题和投诉。 4.负责重要宾客的迎领工作。 5.进行整个酒店的安全和日常的检查工作。 6.解决当班期间发生的安全问题。 7.向其它班次协调交班记录上需要沟通的事项。 岗位要求 1.有前厅部工作经验3年以上。 2.能用流利的英语从事前厅服务，熟悉操作Opera系统，具备较强的英文听说读写能力。 3.热爱酒店工作，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。

1.尽已所能处理和解答客人的质疑及投诉。 2.主动与客人沟通，并将获得的正面或反面的信息反映给酒店高层，旨在提高服务质量。 3.熟悉酒店各部门的规定及运行程序，尤其是前厅部之前台、客房中心。 4.详细记录工作交班，其中的重要事项应予以妥当跟进。 5.确保酒店客房及公共区域的卫生能够达到酒店标准。 6.如遇突发性事件，而无法联系酒店管理层获得指示时，应给予灵活处理。

【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。

1.Plan and co-ordinate the provision of friendly, efficient services to guests. 进行相关计划和协调工作，以确保向客人提供友好和高效的服务。 2.Co-ordinate all activities for guests. 协调客人开展的所有活动 3.Assist all departments in being receptive to the needs of the guests. 协助所有部门满足客人的各种需求。 4.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。 5.Able to read and write English. 能够读写英语。 6.Proficient in the use of Microsoft Office and Front Office System-opera. 熟练使用微软办公软件和opera前台系统。 7.Endeavors to maintain the high standards of the hotel with particular regard to the importance of TLH Loyalty Program member and other VIP’s and with reference to hotel and to be a health or safety hazard. 力争保持酒店的高标准，特别注意托尼洛兰博基尼酒店集团忠实计划会员及其它贵宾的重要性，并重视酒店的健康和安全隐患等问题。

【岗位职责】 1、对酒店历史文化背景及苏州城市需要熟知了解 2、掌握当天到店及离店的重要宾客，回头宾客。 3、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、参与各项前台的工作。发现并上报工作中出现的问题。 【岗位要求】 1、高中以上学历，有服务工作经验2年以上，口齿伶俐清楚 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、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、全日制大专以上学历，有同岗位工作经验2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。

确保部门按照既定的理念顺畅运作，并始终提供礼貌、灵活的贵宾VIP服务。 对当地环境具有扎实及最新的了解，如城市的餐厅、购物区。 在日常运营中与客房部及其他各部门保持紧密的联系。 与客人建立并保持良好的宾客关系。 确保对酒店产品和当地情况的高度了解。 按照前厅部的程序维护并最新客人历史记录及市场数据库。 确保维持高水平的对客服务。 确保前厅部与其它部门的高度配合。 确保高度了解酒店产品知识，以便在机会出现时，宣传/销售客房、餐厅及其它设施/活动。 确保执行酒店品牌标准的基本要求，适时提供更多可供选择的品牌服务。 确保所有顾客需求和要求得到及时关注并以正确的方式处理。 始终确保迅速、准确和高效的电话和留言服务。 确保与所有部门的沟通和协调工作顺畅有效，特别是与前台、销售、客房、维修、电话、保卫等部门之间。 以协助和灵活的态度与其他管理层员工密切合作，关注酒店的整体成功和客人的满意度。

岗位职责 · 直接向前厅部经理汇报并就所有与宾客服务及酒店运作相关的问题进行沟通 · 向所有部门提供功能性支持和指导 · 查阅来客单，检查对客人和贵宾的房间分配情况、各类设施情况以及特别申请 · 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 · 对高效的常客客史档案系统维护实施监管 · 开发和应用客人电话联系系统 · 亲自迎接贵宾 · 促进店际销售及完善内部设施 · 按需要与酒店其它部门进行合作、协调和沟通 · 对各种状况做出反应，以确保来宾被及时的礼貌接待并得到充分的注意和重视 · 就客人的需求做出反应并解决相关问题 · 对接待部和礼宾部工作人员进行监督和指导 · 在高峰期向前厅部工作人员和其它所有部门提供支持和协助 · 保证贵宾和优悦会会员受到特别关照 · 定期检查一线各部门和二线各部门的清洁状况 · 协助客户关系部门迎接贵宾，为其安排房间并在其离店时送行 · 监督员工的行为、制服穿着、卫生和外表形象 · 为前厅部会议提供信息 · 促进店际销售及推销酒店内的设施 · 检查结帐说明并监督客人信用情况 · 分析和批准打折相关事宜 · 分析房价差异报告以保证控制客房收入 · 在紧急情况下使用酒店管理系统（PMS） · 熟知酒店紧急情况所有处理程序 · 确保一线员工遵从散客市场技巧并最大化的进行销售 岗位要求 1.大专以上学历，有同岗位工作经验3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。

【岗位职责】 1、负责酒店忠诚度计划的制定、实施与优化，提升客户忠诚度及复购率； 2、分析客户数据，MBV相关报表以及审计。 3、监控忠诚度计划的关键指标（如会员增长率、活跃度、消费频次等），定期提交分析报告； 4、协调前厅、餐饮、销售等部门，确保忠诚度计划与酒店服务无缝衔接； 5、处理会员投诉及反馈，优化客户体验，维护品牌形象； 【岗位要求】 1、大专及以上学历，酒店管理、市场营销、商务管理等相关专业优先；具有万豪经验优先。 2、3年以上酒店忠诚度计划相关经验； 3、精通数据分析工具（如Excel、CRM系统），具备较强的数据敏感性和逻辑分析能力； 4、出色的沟通协调能力，能高效跨部门合作并推动项目落地； 5、英语流利（CET-4及以上），能熟练处理英文邮件及客户沟通； 6、责任心强，注重细节，能适应高强度工作节奏。