崗位職責(zé)： 1、做好前廳部與公司其它各部門的溝通與協(xié)調(diào)工作。 2、關(guān)注貴賓的到店，回通報當(dāng)日會議及宴會廳使用情況，通報房態(tài)，收集客戶意見并分享。 3、拜訪會員/貴賓，征詢在店期間感受及意見、建議，并向相關(guān)部門反饋，以提升或改進(jìn)服務(wù)品質(zhì)。 4、編制部門月度、季度、年度工作計劃及總結(jié)。 5、編制部門年度預(yù)算，每月定期核查前廳部的損益差異情況以及產(chǎn)生差異的原因，同時擬定減少差異措施并監(jiān)督實(shí)施。 6、管理前廳團(tuán)隊，確保適宜的客房入住率和平均房價，以達(dá)到酒店收益最大化。 7、處理客人投訴，總結(jié)改進(jìn)工作方法，提高工作質(zhì)量及管理水平：廣泛收集客人意見，了解客人真實(shí)入住感受；親自處理貴賓的投訴和解決其它客人提出的疑難問題，根據(jù)客人的意見有針對性的改進(jìn)部門的服務(wù)，最大限度的滿足客人的服務(wù)要求，提升客人滿意度； 8、建立和維護(hù)部門的組織、人員結(jié)構(gòu)和工作效力，在每日酒店預(yù)測出租率的基礎(chǔ)上能保持良好的運(yùn)作。 崗位要求： 1、大專以上學(xué)歷，有同崗位工作經(jīng)驗3年以上。 2、熟悉酒店前廳的經(jīng)營管理工作，具有較強(qiáng)的工作責(zé)任感和敬業(yè)精神。 3、督導(dǎo)前廳各分部員工服務(wù)質(zhì)量標(biāo)準(zhǔn)、操作流程標(biāo)準(zhǔn)并對前廳部各項工作實(shí)施全面監(jiān)管。 4、有效貫徹、落實(shí)并完成部門制訂的每月工作計劃。 5、有較強(qiáng)的協(xié)調(diào)管理能力，具有一定的銷售能力。

Job?Summary 職位簡述 To?oversee?the?front?office?and?back?office?operation,?lobby,?coordinates?and?monitor?that?all? guests'?arrival,?departure?and?in-house experiences?are?as?per?resort?standards 監(jiān)督前廳部和辦公室的運(yùn)作，大堂，協(xié)調(diào)和監(jiān)督所有客人的到達(dá)，離開和入住的經(jīng)驗是按照度假標(biāo)準(zhǔn)來做的。 Key?Duties?and?Responsibilities 主要義務(wù)和職責(zé) Adhere?to?all?Resort?rules?and?regulations?as?per?Service?Standard?Policies?and?procedures. 堅持所有酒店規(guī)章按照服務(wù)標(biāo)準(zhǔn)的政策和程序操作。 Ensure?the?reception?team?work?with?a?sales?focused?attitude?and?are?aware?of?sales?opportunities?within?the?resort?which?will?assist?with?the maximization?of?revenue. 確保前臺有銷售人員專注的態(tài)度接待客人，并了解酒店內(nèi)的所有銷售機(jī)會，這將有助于實(shí)現(xiàn)收入最大化。 Ensure?all?team?members?are?aware?of?all?room?revenue?targets?and?are?kept?informed?of?performance?results. 確保所有團(tuán)隊成員都知道所有的收入目標(biāo)，并保持對業(yè)績結(jié)果的了解。 Ensure?a?consistently?high?standard?of?presentation?is?maintained?for?both?the?department?and?the?team?members. 確保部門和團(tuán)隊成員維持一致的高標(biāo)準(zhǔn)。 Oversee?day?to?day?operations?ensuring?resort?standards?are?adhered?to?and?maintained?by?all?team?members. 監(jiān)督日常運(yùn)作，確保所有團(tuán)隊成員遵守和維護(hù)度假村標(biāo)準(zhǔn)。 Implement?a?full?training?plan?within?the?reception?to?develop?all?personnel?to?their?full?potential. 在接待時實(shí)施完整的培訓(xùn)計劃，使所有人員充分發(fā)揮他們的潛能。 Review,?maintain?and?implement?systems?and?procedures?as?directed. 對審查，維護(hù)和實(shí)施的系統(tǒng)流程，進(jìn)行明確指引。 Review?the?departmental?objectives?and?drive?to?achieve?it. 審查部門的目標(biāo)并實(shí)現(xiàn)它。 Skills,?Experience?&?Educational?Requirements 技能、經(jīng)驗和教育要求 Strong?interpersonal?skills 較強(qiáng)的人際交往能力 3?years?&?above?same?position?working?experience?is?a?must 必須具有三年及以上的同崗位管理經(jīng)驗 Strong?customer?service?focus 較強(qiáng)的顧客服務(wù)關(guān)注度

Maintain complete knowledge of 對以下幾項有深度了解 All Resort features and services. 度假酒店所有的特色和服務(wù) All room types, rates, special package and promotions. 所有房型、房價、特別套餐和促銷活動 Daily arrivals / departures / room availability. 每日到店/離店/可用客房 Scheduled in-house group activities. 編排店內(nèi)團(tuán)隊活動 Maintain complete knowledge of all Front Office department policies / service procedures. 對前廳部的所有政策和服務(wù)程序始終保持深度了解 Complete daily walk-through of Front Office department areas observing the following and instructing designated personnel to rectify any organization deficiencies. 完成前廳部日常工作的巡視，觀察各崗位員工的工作表現(xiàn)，及時指出異常并指導(dǎo)改正 Colleagues management - numbers, appearance and attitude. 同事的管理 – 人數(shù)、儀容儀表和態(tài)度 Operational cleanliness and maintenance. 運(yùn)營的環(huán)境整潔和維護(hù) Check the team grooming and attire and ensure all are in alignment with Resort’s standard. 檢查團(tuán)隊的儀容儀表和著裝確保符合度假酒店的標(biāo)準(zhǔn) Inspect all front of house and heart of house in relevant areas. 檢查所有前場和后臺的相關(guān)區(qū)域 Review and respond to daily operational demands as it relates to the Resort. 復(fù)審并響應(yīng)度假酒店的運(yùn)營需要

Job Summary 職位簡述 Assisting Director of Front Office managing a smooth day to day operations of Front Office in an attentive, friendly, efficient and courteous manner, providing all guests with high quality of service while maximizing room revenue, productivity, efficiency and meanwhile developing all direct reports and colleagues skills and competencies. 在友好、高效和禮貌的工作方式下協(xié)助前廳總監(jiān)管理前廳部日常運(yùn)營，給所有的客人提供高質(zhì)量的服務(wù)的同時最大限度地提高客房收入，生產(chǎn)力，效率，與此同時，發(fā)展所有直接報告和同事的技能和能力 。 Key Duties and Responsibilities 主要義務(wù)和職責(zé) Effectively communicate with Director, Front Office to ensure aligning strategic plans and implementation of priorities. 有效的和前廳總監(jiān)溝通，理解部門戰(zhàn)略計劃和實(shí)施。提高部門效率 Strategic planning and execution to enhance productivity, and efficiency throughout the assigned departments. 戰(zhàn)略規(guī)劃和執(zhí)行，以提高整個部門的效率 Ensure all colleagues are aware of all departmental objectives, Brand Wisdom targets, and LQA standards and are kept informed of performance results. 確保所有員工了解各部門的目標(biāo), 例如惠評網(wǎng)的目標(biāo)，和LQA的標(biāo)準(zhǔn)，及時了解績效結(jié)果 Ensure all colleagues are following ‘Resort Grooming Standards’ which reflects on brand image 確保所有員工遵守酒店儀容儀表標(biāo)準(zhǔn)”體現(xiàn)了品牌形象 Ensure all guests are receiving and assisted with high level of service in an efficient, warm and professional manner by all colleagues. 保證所有客人都接收并服務(wù)客人以高效的服務(wù)水平高，所有的同事們都有熱情和專業(yè)的態(tài)度 Skills, Experience & Educational Requirements 技能、經(jīng)驗和教育要求 Strong interpersonal and leadership skills 良好的人際關(guān)系和領(lǐng)導(dǎo)能力 High level of adaptability and self-motivation 高水平的適應(yīng)性和自我激勵 Strong administrative skills 很強(qiáng)的管理能力. Communication skills 溝通技巧 Rooms Operation background in medium or large sized hotel/resort 在中型或大型酒店/度假村的工作經(jīng)驗

【崗位職責(zé)】 1、熟悉前廳部工作標(biāo)準(zhǔn)及程序； 2、在前廳部經(jīng)理的直接領(lǐng)導(dǎo)下，在當(dāng)班期間負(fù)責(zé)整個酒店的正常運(yùn)作； 3、負(fù)責(zé)處理當(dāng)班期間處理賓客的問題和投訴； 4、負(fù)責(zé)VIP客人的接待和歡送； 5、協(xié)助前臺工作，幫助客人登記入住，結(jié)帳離店，寄存領(lǐng)取行李，為客人提供準(zhǔn)確的問詢信息； 6、協(xié)助前廳部經(jīng)理對員工的培訓(xùn)和發(fā)展提供合理建議； 7、熟悉對財產(chǎn)安全、緊急救護(hù)和火警等突發(fā)應(yīng)急處理程序。 【崗位要求】 1、大專以上學(xué)歷，有同崗位工作經(jīng)驗2年以上； 2、能用流利的英語從事前廳服務(wù)，形象氣質(zhì)佳，精通電腦操作，具備較強(qiáng)的英文聽說讀寫能力； 3、儀表端莊，熱愛酒店工作，鉆研業(yè)務(wù)，反應(yīng)敏捷，善于交際具有較好的管理和協(xié)調(diào)能力，能夠很好的發(fā)揮其管理、領(lǐng)導(dǎo)和監(jiān)督的作用； 4、注重細(xì)節(jié)，工作有責(zé)任心，敢于承擔(dān)責(zé)任，執(zhí)行力較強(qiáng)； 5、有上進(jìn)心和良好的學(xué)習(xí)能力和抗壓能力。

崗位職責(zé) 1.協(xié)助酒店高級管理層負(fù)責(zé)及整個飯店的運(yùn)作收集對客服務(wù)過程中所產(chǎn)生的問題信息。 2.大堂副理在前廳部經(jīng)理的直接領(lǐng)導(dǎo)下，在當(dāng)班期間負(fù)責(zé)整個酒店的正常運(yùn)作。 3.要負(fù)責(zé)處理賓客的問題和投訴。 4.要負(fù)責(zé)重要賓客的迎領(lǐng)工作。 5.進(jìn)行整個酒店的安全和日常的設(shè)備檢查工作。 6.解決當(dāng)班期間發(fā)生的安全問題。 7.向其它班次協(xié)調(diào)交班記錄上需要溝通的事項。 任職資格 1.大專以上學(xué)歷，有同崗位工作經(jīng)驗1年以上。 2.形象氣質(zhì)佳，精通電腦操作。 3.儀表端莊，熱愛酒店工作，鉆研業(yè)務(wù)，反應(yīng)敏捷，善于交際具有較好的管理和協(xié)調(diào)能力，能夠很好的發(fā)揮其管理、領(lǐng)導(dǎo)和監(jiān)督的作用。 4.注重細(xì)節(jié)，工作有責(zé)任心，敢于承擔(dān)責(zé)任，執(zhí)行力較強(qiáng)。 5.有上進(jìn)心和良好的學(xué)習(xí)能力和抗壓能力。

1、負(fù)責(zé)前臺的管理工作，帶領(lǐng)前臺員工嚴(yán)格執(zhí)行酒店各項規(guī)章制度。 2、進(jìn)行每日巡視以確保領(lǐng)先質(zhì)量保證標(biāo)準(zhǔn)在對客服務(wù)中被遵守和執(zhí)行。 3、明確酒店產(chǎn)品知識，確保貴賓及活動信息的時效性和準(zhǔn)確性。 4、制定前臺培訓(xùn)計劃，親自參與并指導(dǎo)主管對員工的培訓(xùn)，監(jiān)督、檢查前臺員工的業(yè)務(wù)培訓(xùn)情況，定期對員工進(jìn)行考核。 5、定期對工作情況進(jìn)行總結(jié)，定期召開員工會議，解決存在的問題，并提出改進(jìn)意見。 6、每天檢查S賬內(nèi)的未結(jié)原因，做出及時的處理. 7、負(fù)責(zé)前臺設(shè)備的定期保管與維護(hù)保養(yǎng)。

Job Summary? 職位簡述? To oversee the reception desk and bell services, monitor that all guests' arrival, departure and in-house follow resort standards enhance guest's satisfaction. 按照度假村的標(biāo)準(zhǔn)監(jiān)督前臺接待和行李服務(wù)，確?？腿巳胱『碗x店能夠獲得符合度假村標(biāo)準(zhǔn)的服務(wù)，提高客人滿意度。 Key Duties and Responsibilities? 主要義務(wù)和職責(zé) Ensure the reception and bell team work with a sales focused attitude and are aware of sales opportunities within the resort which will assist with the maximization of revenue.? 確保前臺接待用專注的態(tài)度接待客人，并了解酒店內(nèi)的所有增銷機(jī)會，這將有助于實(shí)現(xiàn)收入最大化。? Ensure guests are communicated with and assisted in an efficient, warm and professional manner by all team members.? 確保團(tuán)隊成員以高效、熱情、專業(yè)的方式和客人溝通和提高協(xié)助。? Carry out briefings and on the job training and review with focus on guest satisfaction.? 進(jìn)行例會和崗位培訓(xùn)，審查的關(guān)注客人滿意度。?? Oversee day to day operations ensuring resort standards are adhered to and maintained by all team members.? 監(jiān)督日常運(yùn)營，確保所有團(tuán)隊成員遵守和維護(hù)度假村標(biāo)準(zhǔn)。? Adhere to resort credit policies to ensure all expected revenues are secured.? 堅持酒店信貸政策，確保實(shí)現(xiàn)所有預(yù)期收益。? Ensure all team members are aware of all room revenue targets and are kept informed of performance results.? 確保所有團(tuán)隊成員都知道所有的客房收入目標(biāo)，并保持對業(yè)績結(jié)果的了解。? Ensure all non-guaranteed reservations are released at the appointed time.? 確保所有非擔(dān)保預(yù)訂在指定時間內(nèi)被取消。?? Ensure a consistently high standard of presentation is maintained for both the department and the team members.? 確保部門成員維持一致的高標(biāo)準(zhǔn)。? Ensure that all room allocation is done in timely manner.? 確保所有房間的分配都及時完成。? Review VIP arrival& Special events.? 查閱貴賓抵達(dá)和特殊度假村活動。? Liaise with housekeeping department for the daily arrival and departure preparation.? 與客房部保持溝通，為日常的到店和離店準(zhǔn)備。? Actively review guest comments and feedback, communicate this with the team members and implement procedures to enhance guest satisfaction.? 積極回顧的意見和反饋，團(tuán)隊成員溝通，并實(shí)施措施以提高客人的滿意度。 Maintain and oversee accuracy of guest profiles and remarks.? 維護(hù)和監(jiān)督客人資料的準(zhǔn)確性。?? Spot check passport scans to ensure accuracy as per Sanya Authorities requirements for transfers.? 根據(jù)三亞有關(guān)部門的要求，現(xiàn)場檢查護(hù)照的掃描，以確保其準(zhǔn)確性。? Ensure all daily system closing procedures and reports are being completed as per resort standards.? 確保所有的日常系統(tǒng)關(guān)閉程序和報告都按酒店標(biāo)準(zhǔn)完成。? Review the measurements related to customer satisfaction.? 檢查客戶滿意度相關(guān)的數(shù)據(jù)。? Handle guest complaint.? 處理客人投訴。

Job Summary 職位簡述 To Assist Front Office Manager to oversee the front desk and back-office operation, lobby, coordinates and monitor that all guests arrival, departure and in-house experiences are as per resort standards 協(xié)助前廳經(jīng)理監(jiān)督前臺和后臺辦公室的運(yùn)作，大堂協(xié)調(diào)和監(jiān)督所有客人的到達(dá)，離開和得到入住的體驗是依照度假標(biāo)準(zhǔn)的。 Key Duties and Responsibilities 主要義務(wù)和職責(zé) Adhere to all Resort rules and regulations as per Service Standard Policies and procedures 堅持所有酒店規(guī)章按照服務(wù)標(biāo)準(zhǔn)的政策和程序操作。 Ensure the reception team work with a sales focused attitude and are aware of sales opportunities within the resort which will assist with the maximization of revenue. 確保前臺接待以專注的態(tài)度接待客人，并了解酒店內(nèi)的所有增銷機(jī)會，這將有助于實(shí)現(xiàn)收入最大化。 Attending daily operation meeting 參加每天的運(yùn)營會議。 Attending all group meetings. 參與所有團(tuán)隊的會議。 Ensure all team members are aware of all room revenue targets and are kept informed of performance results. 確保所有團(tuán)隊成員都知道所有的收入目標(biāo)，并保持對業(yè)績結(jié)果的了解。 Review VIP arrival& special events. 查閱貴賓到店和特殊度假村活動。 Ensure all non-guaranteed reservations are released at the appointed time. 確保所有非擔(dān)保預(yù)訂在指定時間內(nèi)被取消。 Adhere to the resort selling strategy by ensuring the use of correct rates. 堅持銷售策略，確保使用正確的價格。 Ensure all book out situations are handled in a diplomatic and professional manner ensuring future business from respective booked out guests. 確保所有的預(yù)訂都是通過專業(yè)的方式來處理，確?？腿藭砀囝A(yù)定。 Ensure a consistently high standard of presentation is maintained for both the department and the team members. 確保部門成員維持一致的高標(biāo)準(zhǔn)。

Job Summary? 職位簡述? To co-ordinate and oversee all resort operations in the absence of the Resort Managment or designate during nights. To ensure the safety and security of guests.? 在度假村管理層不當(dāng)值的情況下，夜班經(jīng)理協(xié)調(diào)和監(jiān)督所有的度假村的夜間運(yùn)營工作，確保客人的安全。? Key Duties and Responsibilities? 主要義務(wù)和職責(zé)?? ? Attending Night shift meeting.? ? 參加夜班交班會議。? ? Conduct inspections of front of house and back of house during shift, including Front Office, Housekeeping, Lobby, Food and ? Beverage Outlets, Public Areas, Car Parking.? ? 在上班期間對大堂和后臺區(qū)域進(jìn)行檢查，包括前廳、客房、大堂、餐廳、公共區(qū)域、停車場等。? ? Work closely with security to maintain safety in the Hotel.? ? 與安全部門緊密合作，確保酒店的安全。? ? Ensure all team members are aware of all room revenue targets and are kept informed of performance results.? ? 確保所有團(tuán)隊成員都知道所有的收入目標(biāo)，并保持對業(yè)績結(jié)果的了解。? ? Review VIP arrival& special events.? ? 檢查貴賓的到達(dá)和特別會議。? ? Prepare the DOR (Daily Operations Report) and send it to the superiors, review all complaints and ensure the closure of all pending complaints.? ? 準(zhǔn)備好(每日運(yùn)營報告)并將其發(fā)送給上級，查看所有投訴，確保所有未決投訴的跟進(jìn)。? ? Ensure all non-guaranteed reservations are released at the appointed time.? ? 確保所有非擔(dān)保預(yù)訂在指定時間內(nèi)釋放。? ? Adhere to the resort selling strategy by ensuring the use of correct rates.?? ? 確保所有的預(yù)訂都是通過專業(yè)的方式來處理，確?？腿藭砀囝A(yù)訂。? ? Ensure guests are communicated and assisted in an efficient, warm and professional manner by all team members.? ? 確保團(tuán)隊成員以以高效、熱情、專業(yè)的態(tài)度與客人溝通和協(xié)助。 ? Oversee Night operations ensuring resort standards are adhered to and maintained by all team members.? ? 監(jiān)督夜間運(yùn)作，確保所有團(tuán)隊成員遵守和維護(hù)度假村標(biāo)準(zhǔn)。? ? Overlook the entire Hotel operating during the night shift operation.? ? 夜班期間要檢查所以運(yùn)營部門的工作。? ? Be aware of all emergency procedures during night shift operation.? ? 在夜間值班時注意所有的緊急程序? ? Ensure a consistently high standard of presentation is maintained for both the department and the team members.? ? 積極評價客人的意見和反饋，與團(tuán)隊成員溝通，并實(shí)施措施以提高客人的滿意度。? ? Have full knowledge of all products and services provided by the resort and in the local area.? ? 充分了解度假村和當(dāng)?shù)氐貐^(qū)提供的所有產(chǎn)品和服務(wù)。? ? Implement a full training plan within the reception to develop all personnel to their full potential during Night shift.? ? 在前臺執(zhí)行一個完整的培訓(xùn)計劃，在夜間班期間培養(yǎng)所有的員工充分發(fā)揮他們的潛能。? ? Conduct Annual Appraisals with all team members and ensure follow-up of targets for team members are being followed up and monitored.? ? 檢查、維護(hù)和執(zhí)行系統(tǒng)和程序。? ? Ensure Night shift handover is conducted in a professional and constructive manner.? ? 確保夜班交接班以專業(yè)和建設(shè)性的方式進(jìn)行。? ? Regularly spot check duty shift checklists to ensure tasks are completed.? ? 定期檢查值班檢查表，確保任務(wù)完成。? ? Spot check passport scans to ensure accuracy as per Sanya Authorities requirements for transfers.

Job Summary 職位簡述 To assist Owner’s Representative to plan, organize and guide all process of? owner office to ensure a memorable arrival & departure experiences as well as quality reception service that is consistent with SOPs. 協(xié)助業(yè)主代表計劃、組織和指導(dǎo)業(yè)主方的工作，確保為業(yè)主方客人提供難忘的體驗以及根據(jù)標(biāo)準(zhǔn)運(yùn)營程序提供高質(zhì)量的接待服務(wù)。

Job Summary 職位簡述 To oversee, assist and coordinatethe daily operation of the luxury suites with the butler team. Ensuring allluxury suite occupants receive a professional and courteous butler service atall times as per resort standards. 與管家服務(wù)團(tuán)隊一起監(jiān)督、協(xié)助和協(xié)調(diào)奢華套房每日運(yùn)營情況。根據(jù)酒店的標(biāo)準(zhǔn)，確保所有入住奢華套房的客人體驗專業(yè)、熱情的管家服務(wù)。 Key Duties and Responsibilities 主要義務(wù)和職責(zé) 1.Oversee thedaily tasks to be carried out by the butler team. 查看管家團(tuán)隊每日工作任務(wù)。 2.Carry outbriefing with the butler team daily informing them of all daily resortinformation. 組織例會，與管家團(tuán)隊分享每日酒店內(nèi)的信息。 3.Check andassist the butlers in their daily tasks and requirements from the luxury suiteguest. 檢查并協(xié)助管家服務(wù)員的每日工作及奢華套房客人的需求。 4.Oversee allluxury suite reservations, ensuring all data is collected and schedule andbrief the butlers responsible for the individual suite. Ensure all pre-arrivalpreparations are carried out as per guest preferences. 查看所有奢華套房的預(yù)訂，收集好所有數(shù)據(jù)，做好工作計劃，告知管家服務(wù)員需負(fù)責(zé)的套房。根據(jù)客人喜好，確保在 客人到店之前做好所有準(zhǔn)備工作。 5.Oversee allluxury suite occupants’ itineraries ensuring the butler team are in control ofcoordination and assisting with the requirements in a proper manner as perresort standards. 查看所有奢華套房客人的活動日程，確保管家服務(wù)員根據(jù)酒店的標(biāo)準(zhǔn)，以恰當(dāng)?shù)姆绞絽f(xié)助客人。 6.Control allsuites prior to guest arrival ensuring the suite is prepared as per resortstandards. 在客人到店前，根據(jù)酒店的標(biāo)準(zhǔn)，先將套房準(zhǔn)備好。 7.Check allchannel OTA reservations and arrange butler to follow up and welcome guestaccordingly. 檢查所有線上渠道的預(yù)定并安排管家做相應(yīng)的跟進(jìn)并歡迎客人。 8.Check allVIP arrival details and ensure all relevant VIP amenities deliver to room atthe proper time. 檢查所有的VIP抵達(dá)信息并確保VIP相應(yīng)的禮遇在合適的時間送到房間。 9.Check allVIP departure details and ensure guest billing all correct and drop off limobooking has been arranged if any. 檢查所有VIP 離店的細(xì)節(jié)確?？腿说馁~單無誤并安排好送機(jī)車輛，如果有預(yù)定。 10.Communicateall requests and preferences to other resort departments correctly and timely. 正確并及時地與酒店其他部門傳達(dá)客人所需和喜好。 11.Prepare allbutler schedules and vacation schedules according to resort requirements. 根據(jù)酒店需求，制定所有管家服務(wù)員的工作計劃以及休假計劃。 12.Ensure thebutler team all attend to duty on time in the correct uniform well groomed. 確保管家部的所有員工按時上崗，身著合適的制服，良好的儀容儀表。 13.Carry outtrainings for the butler team as per resort requirements and on the jobtraining when required. 根據(jù)酒店的需求以及工作要求，對管家團(tuán)隊的員工進(jìn)行培訓(xùn)。 14.Ensure allbutler tools and equipment is available and functioning correctly at all times. 確保所有管家使用的工具和設(shè)備在任何時候處于正常運(yùn)作狀態(tài)。 15.Ensure allF&B and amenity preferences are prepared on a daily basis for the suite. 根據(jù)客人飲食喜好，為套房客人準(zhǔn)備當(dāng)天的餐飲禮品。 16.Ensure allguest luggage and belongings are attended to in a correct and timely manner asper guest requirements. 根據(jù)客人的需求，以正確 、迅速的方式整理客人的行李。 17.Assist thebutler team in coordinating special activities requested outside the resort. 協(xié)助管家團(tuán)隊處理來自于酒店外部的特殊活動。 18.Ensurepriority restaurant reservations are available and reservations prepared forthe suite guests as requested. 優(yōu)先預(yù)訂餐廳座位并根據(jù)套房客人的需求為其做好預(yù)訂。 19.Ensure alldeparture services are attended to by the butler team, and transportationrequirements, next destination requests are followed up as per guestrequirements. 根據(jù)客人的要求，提供離店服務(wù)、交通需求服務(wù)、下個目的地的協(xié)助。 20.Have fullknowledge of all resort services, hours, and locations around the resort. 具備豐富的酒店服務(wù)知識、時間概念以及熟悉酒店周邊地區(qū)。 21.Have fullknowledge of all concierge services available in the local area, includingdistances, times, and locations. 具備豐富的本地禮賓服務(wù)知識，包括距離、時間以及地點(diǎn)信息。 22.Havethorough knowledge of the resort PMS system being able to carry out in roomcheck in and check out of guests. 完全熟悉PMS系統(tǒng)的操作，能夠為客人在房內(nèi)辦理入住和退房手續(xù)。 23.Have fullknowledge and able to carry out all butler duties and requested tasks whenrequired. 具備豐富的管家服務(wù)知識，能夠承擔(dān)管家職責(zé)，當(dāng)客人有需求時，可以提供幫助。 24.Carry outany other job-related tasks requested by the resort. 完成其他與工作相關(guān)的任務(wù)。?? Skills, Experience & Educational Requirements 技能、經(jīng)驗和教育要求 College degree or above, similar work experience is preferred 大專以上學(xué)歷，有同崗位工作經(jīng)驗者優(yōu)先 Excellent organizational and management skills and excellentcommunication skills 優(yōu)秀的組織管理能力和優(yōu)秀的交際能和溝通技巧 Have a strong sense of customer service 具備較強(qiáng)的服務(wù)客人意識 Good at communicating with guests, dealing with thoughtful,decisive, can independently deal with various complaints 善于同賓客交往、溝通，處理周到、果斷，能獨(dú)立處理各種投訴 Warm, sincere, patient, friendly, with good etiquette 熱情、真誠、耐心，有親和力，具備良好的禮儀規(guī)范

Position Overview Responsibility is to efficiently check-in and check-out Resort guests with accordance to the Resort’s standard. They represent the Front of the House and must be impeccably groomed with good posture and competent communication skills. They are knowledgeable of the facilities and services provided and able to answer any guest questions 主要工作職責(zé)就是根據(jù)酒店的標(biāo)準(zhǔn)高效率地為客人辦理入住和退房手續(xù)。因為他們代表著前臺的形象，所以言談舉止和儀容儀表都要做到優(yōu)雅大方無可挑剔，而且要有出色的溝通表達(dá)能力。他們對酒店提供的設(shè)施設(shè)備和服務(wù)了如指掌，能夠解決客人提出的所有問題。 ? The Role Provides personalized and efficient check-in and check-out service 為客人提供個性化而又便捷的辦理入住和退房服務(wù) Ensure accuracy of guest billing 確保賬單準(zhǔn)確無誤 Adhere to all cashiering procedures 遵循所有收銀規(guī)程 All guest information must be keyed into Opera and PSB system 所有客人的信息都要輸入到Opera系統(tǒng)和公安系統(tǒng) Communicate all changes in room assignment 房間的分配上若有任何變動都要及時溝通 Takes ownership of guest feedback 對于客人的意見反饋要認(rèn)真對待 Assist Communications with switchboard duties of night shift 夜班要協(xié)助總機(jī)值班工作 Assists with Reservations call after their office hours. Record and follow up any details 協(xié)助預(yù)定部在其工作時間之外接聽預(yù)定電話，記錄并跟進(jìn)細(xì)節(jié) Assists all departments in obtaining appropriate information regarding groups, inventory and guest information 協(xié)助其他部門獲得涉及到團(tuán)隊信息，客房盤點(diǎn)及客人等信息 Keeps themselves informed of all details such as activities, promotions, site visits, VIPs arriving pertaining to the Resort, 要保證對酒店的相關(guān)信息如活動、促銷、實(shí)地考察、VIP到達(dá)等保持實(shí)時更新 ? Talent Profile 學(xué)歷要求 College degree or above? 大專及以上學(xué)歷 Skills Set 技能要求 Good presentation and communication skills. 良好的展示及溝通技巧 Good organization skills. 良好的組織技巧 English Fluent in both writing and speaking. 流利的英語說、寫能力 Familiar with Microsoft Office: Word, Excel, PowerPoint. 熟悉微軟辦公自動化軟件，Word, Excel, PowerPoint High energy level with presentation skills. 具備優(yōu)秀展示技巧 Basic Resort knowledge. 掌握基本酒店產(chǎn)品知識

1.確保自己的服飾、發(fā)型整潔、淡妝等方面全部符合規(guī)定的要求。 2.查看交班記錄，了解上一班的移交事項，并負(fù)責(zé)處理。 3.熟悉預(yù)訂資料，了解客情，尤其要記住即將來店的貴賓、常客的姓名，了解酒店的所有活動。 4.熟悉酒店有關(guān)客房銷售的各項政策，向來店賓客推銷客房，努力爭取最好的經(jīng)濟(jì)效益。 5.熟練總臺各項專業(yè)業(yè)務(wù)和技能，搞好對客服務(wù)。 6.熟練掌握店內(nèi)外信息，提供準(zhǔn)確的問訊服務(wù)。 7.負(fù)責(zé)為下榻酒店的賓客辦理入住登記手續(xù)。 8.負(fù)責(zé)客房鑰匙的管理和發(fā)放工作并嚴(yán)格遵守驗證制度。 9.制作有關(guān)報表，為其它部門提供準(zhǔn)確的接待信息。 崗位要求 1.大專以上文化程度，懂英語。 2.性格開朗、頭腦靈活、工作踏實(shí)，具有較強(qiáng)的服務(wù)意識、推銷意識和責(zé)任感。 3.通曉酒店各項對客政策、設(shè)施設(shè)備及服務(wù)種類以及總臺工作程度和規(guī)范。 4.相貌端正，身體健康。

Position Overview： 職位描述： The Front Desk team leader is to ensure the Agent, Front Desk performs their duties and oversee daily operations confidently and proficiently. Provide support towards the Front Desk Manager in communicating operation and administration to the team and diligently conduct trainings to continuously strive for perfections in from guest arrival till departure. 前臺主管要確保前臺接待履行他們的工作職責(zé)并且自信熟練地全面監(jiān)督日常運(yùn)營。為前臺經(jīng)理在管理團(tuán)隊運(yùn)營溝通和行政方面給予大力支持，用心地持續(xù)組織培訓(xùn)，致力于為從客人的到達(dá)到離開創(chuàng)造完美體驗。 The Role： 崗位職責(zé) Initiates guest interaction and proactively seek feedback to personalize service. 積極主動與客人互動，尋求反饋從而提供個性化服務(wù) Ensures Resort’s Policies and Procedures are adhered to. 確保遵循度假酒店的政策和程序 Keeps informed of all details such as activities, promotions, site visits, VIPs arriving pertaining to the Resort. 要保證對酒店相關(guān)信息的實(shí)時更新，比如活動、促銷、實(shí)地考察、VIP到達(dá) Oversee the daily room assignment. 監(jiān)督每日客房分配 Oversee all group billing arrangements. 監(jiān)督所有團(tuán)隊賬單的準(zhǔn)備 Ensure guest information must be keyed into Opera and PSB system. 確保客人信息必須要輸入Opera系統(tǒng)和公安系統(tǒng) Handle OPERA PMS contingency. 處理Opera系統(tǒng)的意外事故 Check guest outstanding balance and report to manager if any. 檢查客人未結(jié)賬單，若有則要上報給經(jīng)理 Verify all rebate forms and submit to Duty Manager. 核實(shí)所有減免表格并提交給值班經(jīng)理 Performs the other tasks assigned by Front Desk Manger whenever necessary. 做好前臺經(jīng)理交代的其他工作 Talent Profile： 任職資格： Good presentation and communication skills. 良好的展示及溝通技巧 Good organization skills. 良好的組織技巧 English Fluent in both writing and speaking. 流利的英語說、寫能力 Familiar with Microsoft Office: Word, Excel, PowerPoint. 熟悉微軟辦公自動化軟件，Word, Excel, PowerPoint High energy level with presentation skills. 具備優(yōu)秀展示技巧 Basic Resort knowledge. 掌握基本酒店產(chǎn)品知識 Basic Training Skills. 基本培訓(xùn)技巧

Job Summary 職位簡述 To ensure the daily reception desk operation is prepared and assisted in order to ensure no guest’s demand gets delay due to foreseen requirements. Through preparation and control of collected guest information, ensures that guest arrivals and departures are as efficient and courteous as possible. The team leader is also the main communication with housekeeping and the call center when requests are carried out. 確保每日前臺運(yùn)作準(zhǔn)備充分和得到應(yīng)有的協(xié)助，以確保及時滿足客人可預(yù)期的需求。通過準(zhǔn)備和收集到的客人信息，前臺主管要確 ?？腿说牡降旰碗x店都高效順暢。在于客房部和總機(jī)的溝通中，前臺主管也扮演著重要角色。 Key Duties and Responsibilities 主要義務(wù)和職責(zé) Adhere to all Resort rules and regulations as per Service Standard Policies and procedures, and follow all communications briefed by the RAM/FOM. 根據(jù)服務(wù)標(biāo)準(zhǔn)的政策和程序，遵守所有的旅游規(guī)則和規(guī)定，并跟進(jìn) RAM/FOM 在例會上交代的事項。 Attend to duty timely and wearing the correct uniform, name badge and well groomed. 準(zhǔn)時上班，穿著正確的制服，佩戴名牌，精心打扮。 Attend to duty timely and efficient manner as per resort standards. 按照度假村標(biāo)準(zhǔn)，按時、高效地履行職責(zé)。 Skills, Experience & Educational Requirements 技能、經(jīng)驗和教育要求 ? Communication – Understand basic English and Speak Fluent Mandarin ? 溝通-了解基本的英文和講流利的普通話 ? Previous experience would be advantageous ? 有相關(guān)工作經(jīng)驗者優(yōu)先 ? Strong interpersonal skills ? 有較強(qiáng)的人際交往能力

崗位職責(zé) 1.查看交班記錄，了解上一班的移交事項，并負(fù)責(zé)處理； 2.熟悉預(yù)訂資料，了解客情，尤其要記住即將來電的貴賓、?？偷男彰?，了解酒店的所有活動； 3.熟悉酒店有關(guān)客房銷售的各項政策，向來店賓客推銷客房，努力爭取最好的經(jīng)濟(jì)效益； 4.熟練總臺各項專業(yè)業(yè)務(wù)和技能，搞好對客服務(wù)； 5.熟練掌握店內(nèi)信息，提供準(zhǔn)確的問訊服務(wù)； 6.負(fù)責(zé)為下榻酒店的賓客辦理入住登記手續(xù)； 7.負(fù)責(zé)客房鑰匙的管理和發(fā)放工作并嚴(yán)格遵守驗證制度； 8.制作有關(guān)報表，為其它部門提供準(zhǔn)確的接待信息。 崗位要求 1.性格開朗、頭腦靈活、工作踏實(shí)，具有較強(qiáng)的服務(wù)意識、推銷意識和責(zé)任感； 2.熟悉酒店各項對客政策、設(shè)施設(shè)備及服務(wù)種類以及前臺工作程度和規(guī)范。

To provide an efficient Reception service to all guests, offering information and giving particular attention to all guest special requirements. Ensuring all check-ins and check-outs run smoothly and that all cashiering transactions and processed promptly and correctly both during the day and night. Also, offering a more personalized service with the same concepts mentioned earlier but on an Executive level. 為所有客人提供有效的接待服務(wù)，提供信息，特別關(guān)注客人的特殊要求。確保所有客人辦理入住和退房順利，所有出納事務(wù)和處理及時和正確。此外，提供更個性化的服務(wù)更好服務(wù)客人。

崗位職責(zé) 1.確保自己的服飾、發(fā)型整潔、淡妝等方面全部符合規(guī)定的要求。 2.查看交班記錄，了解上一班的移交事項，并負(fù)責(zé)處理。 3.熟悉預(yù)訂資料，了解客情，尤其要記住即將來店的貴賓、?？偷男彰私饩频甑乃谢顒?。 4.熟悉酒店有關(guān)客房銷售的各項政策，向來店賓客推銷客房，努力爭取最好的經(jīng)濟(jì)效益。 5.熟練總臺各項專業(yè)業(yè)務(wù)和技能，搞好對客服務(wù)。 6.熟練掌握店內(nèi)外信息，提供準(zhǔn)確的問訊服務(wù)。 7.負(fù)責(zé)為下榻酒店的賓客辦理入住登記手續(xù)。 8.負(fù)責(zé)客房鑰匙的管理和發(fā)放工作并嚴(yán)格遵守驗證制度。 9.制作有關(guān)報表，為其它部門提供準(zhǔn)確的接待信息。 崗位要求 1.大專以上文化程度，懂得英語。 2.性格開朗、頭腦靈活、工作踏實(shí)，具有較強(qiáng)的服務(wù)意識、推銷意識和責(zé)任感。 3.通曉酒店各項對客政策、設(shè)施設(shè)備及服務(wù)種類以及總臺工作程度和規(guī)范。 4.相貌端正，身體健康。