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)管理前廳部日常運營，給所有的客人提供高質(zhì)量的服務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 主要義務和職責 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, 例如惠評網(wǎng)的目標，和LQA的標準，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準”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客人以高效的服務水平高，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)導能力 High level of adaptability and self-motivation 高水平的適應性和自我激勵 Strong administrative skills 很強的管理能力. 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

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作，大堂，協(xié)調(diào)和監(jiān)督所有客人的到達，離開和入住的經(jīng)驗是按照度假標準來做的。 Key?Duties?and?Responsibilities 主要義務和職責 Adhere?to?all?Resort?rules?and?regulations?as?per?Service?Standard?Policies?and?procedures. 堅持所有酒店規(guī)章按照服務標準的政策和程序操作。 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)的所有銷售機會，這將有助于實現(xiàn)收入最大化。 Ensure?all?team?members?are?aware?of?all?room?revenue?targets?and?are?kept?informed?of?performance?results. 確保所有團隊成員都知道所有的收入目標，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. 確保部門和團隊成員維持一致的高標準。 Oversee?day?to?day?operations?ensuring?resort?standards?are?adhered?to?and?maintained?by?all?team?members. 監(jiān)督日常運作，確保所有團隊成員遵守和維護度假村標準。 Implement?a?full?training?plan?within?the?reception?to?develop?all?personnel?to?their?full?potential. 在接待時實施完整的培訓計劃，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，維護和實施的系統(tǒng)流程，進行明確指引。 Review?the?departmental?objectives?and?drive?to?achieve?it. 審查部門的目標并實現(xiàn)它。 Skills,?Experience?&?Educational?Requirements 技能、經(jīng)驗和教育要求 Strong?interpersonal?skills 較強的人際交往能力 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 較強的顧客服務關(guān)注度

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)標準運營程序提供高質(zhì)量的接待服務。

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營工作，確?？腿说陌踩? Key Duties and Responsibilities? 主要義務和職責?? ? 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.? ? 確保所有團隊成員都知道所有的收入目標，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.? ? 準備好(每日運營報告)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。? ? Ensure all non-guaranteed reservations are released at the appointed time.? ? 確保所有非擔保預訂在指定時間內(nèi)釋放。? ? Adhere to the resort selling strategy by ensuring the use of correct rates.?? ? 確保所有的預訂都是通過專業(yè)的方式來處理，確?？腿藭砀囝A訂。? ? Ensure guests are communicated and assisted in an efficient, warm and professional manner by all team members.? ? 確保團隊成員以以高效、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)督夜間運作，確保所有團隊成員遵守和維護度假村標準。? ? Overlook the entire Hotel operating during the night shift operation.? ? 夜班期間要檢查所以運營部門的工作。? ? 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，與團隊成員溝通，并實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?shù)氐貐^(qū)提供的所有產(chǎn)品和服務。? ? 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，確保任務完成。? ? Spot check passport scans to ensure accuracy as per Sanya Authorities requirements for transfers.

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作，大堂協(xié)調(diào)和監(jiān)督所有客人的到達，離開和得到入住的體驗是依照度假標準的。 Key Duties and Responsibilities 主要義務和職責 Adhere to all Resort rules and regulations as per Service Standard Policies and procedures 堅持所有酒店規(guī)章按照服務標準的政策和程序操作。 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)的所有增銷機會，這將有助于實現(xiàn)收入最大化。 Attending daily operation meeting 參加每天的運營會議。 Attending all group meetings. 參與所有團隊的會議。 Ensure all team members are aware of all room revenue targets and are kept informed of performance results. 確保所有團隊成員都知道所有的收入目標，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. 確保所有非擔保預訂在指定時間內(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. 確保所有的預訂都是通過專業(yè)的方式來處理，確保客人會帶來更多預定。 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準。

【崗位職責】 1、熟悉前廳部工作標準及程序； 2、在前廳部經(jīng)理的直接領(lǐng)導下，在當班期間負責整個酒店的正常運作； 3、負責處理當班期間處理賓客的問題和投訴； 4、負責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，為客人提供準確的問詢信息； 6、協(xié)助前廳部經(jīng)理對員工的培訓和發(fā)展提供合理建議； 7、熟悉對財產(chǎn)安全、緊急救護和火警等突發(fā)應急處理程序。 【崗位要求】 1、大專以上學歷，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，形象氣質(zhì)佳，精通電腦操作，具備較強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，反應敏捷，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)導和監(jiān)督的作用； 4、注重細節(jié)，工作有責任心，敢于承擔責任，執(zhí)行力較強； 5、有上進心和良好的學習能力和抗壓能力。

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. 按照度假村的標準監(jiān)督前臺接待和行李服務，確?？腿巳胱『碗x店能夠獲得符合度假村標準的服務，提高客人滿意度。 Key Duties and Responsibilities? 主要義務和職責 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)的所有增銷機會，這將有助于實現(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.? 進行例會和崗位培訓，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)督日常運營，確保所有團隊成員遵守和維護度假村標準。? Adhere to resort credit policies to ensure all expected revenues are secured.? 堅持酒店信貸政策，確保實現(xiàn)所有預期收益。? Ensure all team members are aware of all room revenue targets and are kept informed of performance results.? 確保所有團隊成員都知道所有的客房收入目標，并保持對業(yè)績結(jié)果的了解。? Ensure all non-guaranteed reservations are released at the appointed time.? 確保所有非擔保預訂在指定時間內(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準。? 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，團隊成員溝通，并實施措施以提高客人的滿意度。 Maintain and oversee accuracy of guest profiles and remarks.? 維護和監(jiān)督客人資料的準確性。?? 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)場檢查護照的掃描，以確保其準確性。? 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準完成。? 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 provide owner VIP guests with full butler services throughout the guest stay and ensuring the guest experiences through a professional and personalized service from pre-arrival departure from the resort. All preferences and requests are attended to in a courteous and efficient manner as per resort standards. 為業(yè)主VIP客人提供全方位的管家服務，讓客人從到店至離店享有專業(yè)化、個性化的服務。根據(jù)酒店標準，以周到和高效的服務態(tài)度滿足客人的喜好和要求。

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. 確保每日前臺運作準備充分和得到應有的協(xié)助，以確保及時滿足客人可預期的需求。通過準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。在于客房部和總機的溝通中，前臺主管也扮演著重要角色。 Key Duties and Responsibilities 主要義務和職責 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)服務標準的政策和程序，遵守所有的旅游規(guī)則和規(guī)定，并跟進 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. 按照度假村標準，按時、高效地履行職責。 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 ? 有較強的人際交往能力

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. 與管家服務團隊一起監(jiān)督、協(xié)助和協(xié)調(diào)奢華套房每日運營情況。根據(jù)酒店的標準，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。 Key Duties and Responsibilities 主要義務和職責 1.Oversee thedaily tasks to be carried out by the butler team. 查看管家團隊每日工作任務。 2.Carry outbriefing with the butler team daily informing them of all daily resortinformation. 組織例會，與管家團隊分享每日酒店內(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訂，收集好所有數(shù)據(jù)，做好工作計劃，告知管家服務員需負責的套房。根據(jù)客人喜好，確保在 客人到店之前做好所有準備工作。 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，確保管家服務員根據(jù)酒店的標準，以恰當?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)酒店的標準，先將套房準備好。 7.Check allchannel OTA reservations and arrange butler to follow up and welcome guestaccordingly. 檢查所有線上渠道的預定并安排管家做相應的跟進并歡迎客人。 8.Check allVIP arrival details and ensure all relevant VIP amenities deliver to room atthe proper time. 檢查所有的VIP抵達信息并確保VIP相應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 離店的細節(jié)確保客人的賬單無誤并安排好送機車輛，如果有預定。 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，對管家團隊的員工進行培訓。 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，為套房客人準備當天的餐飲禮品。 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)先預訂餐廳座位并根據(jù)套房客人的需求為其做好預訂。 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、交通需求服務、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知識，包括距離、時間以及地點信息。 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知識，能夠承擔管家職責，當客人有需求時，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。?? 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 具備較強的服務客人意識 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

崗位職責 1.協(xié)助酒店高級管理層負責及整個飯店的運作收集對客服務過程中所產(chǎn)生的問題信息。 2.大堂副理在前廳部經(jīng)理的直接領(lǐng)導下，在當班期間負責整個酒店的正常運作。 3.要負責處理賓客的問題和投訴。 4.要負責重要賓客的迎領(lǐng)工作。 5.進行整個酒店的安全和日常的設(shè)備檢查工作。 6.解決當班期間發(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，反應敏捷，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)導和監(jiān)督的作用。 4.注重細節(jié)，工作有責任心，敢于承擔責任，執(zhí)行力較強。 5.有上進心和良好的學習能力和抗壓能力。

1、負責前臺的管理工作，帶領(lǐng)前臺員工嚴格執(zhí)行酒店各項規(guī)章制度。 2、進行每日巡視以確保領(lǐng)先質(zhì)量保證標準在對客服務中被遵守和執(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確性。 4、制定前臺培訓計劃，親自參與并指導主管對員工的培訓，監(jiān)督、檢查前臺員工的業(yè)務培訓情況，定期對員工進行考核。 5、定期對工作情況進行總結(jié)，定期召開員工會議，解決存在的問題，并提出改進意見。 6、每天檢查S賬內(nèi)的未結(jié)原因，做出及時的處理. 7、負責前臺設(shè)備的定期保管與維護保養(yǎng)。

【崗位職責】 1、管理所負責區(qū)域的正常運轉(zhuǎn); 2、管理崗位員工，安排崗位的工作班次和時間; 3、確保禮賓部交班本上記錄的每一件事情都已經(jīng)落實，記錄未完成的工作交； 4、確保所接收的行李和包裹的安全，存放在合適的地方; 5、事先檢查所有抵達和離店團隊的分房名單，確保接待任務順利完成; 6、管理行李房，確保行李房干凈、接收、存放行李及賓客的遺留物品的處理。 【崗位要求】 1、大專以上學歷，有同崗位工作經(jīng)驗3年以上; 2、身體健康，品貌端正，形象氣質(zhì)佳; 3、優(yōu)秀的組織管理能力; 4、善于同賓客交往、溝通，處理周到、果斷，能獨立處理各種投訴; 5、持有C1駕駛證優(yōu)先。

Job Summary 職位簡述 To provide owner VIP guests with full butler services throughout the guest stay and ensuring the guest experiences through a professional and personalized service from pre-arrival departure from the resort. All preferences and requests are attended to in a courteous and efficient manner as per resort standards. 為業(yè)主VIP客人提供全方位的管家服務，讓客人從到店至離店享有專業(yè)化、個性化的服務。根據(jù)酒店標準，以周到和高效的服務態(tài)度滿足客人的喜好和要求。 Key Duties and Responsibilities 主要義務和職責 Responsible for assigned luxury suite occupant, anticipating guest preference and needs throughout the guest stay 負責服務指定奢華套房的客人，在客人入住期間，預見客人的喜好和需求。 Ensure all data and preferences of the guest is retrieved prior to arrival, when required contact guest’s assistant or other to collect further information. 確保在客人入住前獲取客人的喜好信息及數(shù)據(jù)，如有必要，可以聯(lián)系客人的助理或他人收集更多的信息。 Ensure the suite is prepared and ready as per guest preference prior to arrival. 確保在客人入住前已經(jīng)根據(jù)客人的喜好精心地將套房準備好。 Greet the luxury suite guest at the Porte Cochere, extending a warm and personalized welcome and escort the guest directly to the suite. 在車道門口為奢華套房的客人提供熱情、個性化的歡迎儀式，陪同客人前往套房。 Carry out in-room check in. 房內(nèi)辦理入住手續(xù)。 Attend to guest luggage and belongings as per guest preference in un packing storage and other. 根據(jù)客人的喜好整理好客人的行李。 Handle and prepare guest dry cleaning or laundry as per guest requests 根據(jù)客人的要求處理衣物干洗或?qū)⒁挛锼椭料匆路壳逑础?Ensure all guest preferences and requests are noted and communicated to the rest of the butler team ensuring all butlers are able to carry out personalized service to the guest throughout the stay 將客人的喜好和要求在管家團隊中進行分享，確保每位管家能夠在客人住店期間為客人提供個性化服務。 Anticipate guest needs throughout the day. 在客人住店期間，預見客人需求。

Job Summary 職位簡述 To provide owner VIP guests with full butler services throughout the guest stay and ensuring the guest experiences through a professional and personalized service from pre-arrival departure from the resort. All preferences and requests are attended to in a courteous and efficient manner as per resort standards. 為業(yè)主VIP客人提供全方位的管家服務，讓客人從到店至離店享有專業(yè)化、個性化的服務。根據(jù)酒店標準，以周到和高效的服務態(tài)度滿足客人的喜好和要求。 Key Duties and Responsibilities 主要義務和職責 Responsible for assigned luxury suite occupant, anticipating guest preference and needs throughout the guest stay 負責服務指定奢華套房的客人，在客人入住期間，預見客人的喜好和需求。 Ensure all data and preferences of the guest is retrieved prior to arrival, when required contact guest’s assistant or other to collect further information. 確保在客人入住前獲取客人的喜好信息及數(shù)據(jù)，如有必要，可以聯(lián)系客人的助理或他人收集更多的信息。 Ensure the suite is prepared and ready as per guest preference prior to arrival. 確保在客人入住前已經(jīng)根據(jù)客人的喜好精心地將套房準備好。 Greet the luxury suite guest at the Porte Cochere, extending a warm and personalized welcome and escort the guest directly to the suite. 在車道門口為奢華套房的客人提供熱情、個性化的歡迎儀式，陪同客人前往套房。 Carry out in-room check in. 房內(nèi)辦理入住手續(xù)。 Attend to guest luggage and belongings as per guest preference in un packing storage and other. 根據(jù)客人的喜好整理好客人的行李。 Handle and prepare guest dry cleaning or laundry as per guest requests 根據(jù)客人的要求處理衣物干洗或?qū)⒁挛锼椭料匆路壳逑础?Ensure all guest preferences and requests are noted and communicated to the rest of the butler team ensuring all butlers are able to carry out personalized service to the guest throughout the stay 將客人的喜好和要求在管家團隊中進行分享，確保每位管家能夠在客人住店期間為客人提供個性化服務。 Anticipate guest needs throughout the day. 在客人住店期間，預見客人需求。

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，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，所有出納事務和處理及時和正確。此外，提供更個性化的服務更好服務客人。

崗位職責 1.儀容儀表等方面全部符合規(guī)定的要求。 2.查看交班記錄，了解上一班的移交事項，并負責處理。 3.熟悉預訂資料，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)濟效益。 5.熟練總臺各項專業(yè)業(yè)務和技能，搞好對客服務。 6.熟練掌握店內(nèi)外信息，提供準確的問訊服務。 7.負責為下榻酒店的賓客辦理入住登記手續(xù)。 8.負責客房鑰匙的管理和發(fā)放工作并嚴格遵守驗證制度。 9.制作有關(guān)報表，為其它部門提供準確的接待信息。 崗位要求 1.性格開朗、頭腦靈活、工作踏實，具有較強的服務意識、推銷意識和責任感。 3.通曉酒店各項對客政策、設(shè)施設(shè)備及服務種類以及總臺工作程度和規(guī)范。 4.相貌端正，身體健康。

崗位職責 1.為賓客提供專業(yè)，友好，高效，熱情的電話叫早服務； 2.掌握每日抵電賓客名單，特別是重要賓客和回頭客，了解他們的特殊要求； 3.負責及時準確的將賓客的留言輸入系統(tǒng)中； 4.確保所有賓客的詢問和要求，都得到專業(yè)的幫助和熱情友好的態(tài)度； 5.確保所有電話的轉(zhuǎn)接是按專業(yè)標準，并且有禮貌； 6.熟知酒店所能提供給賓客和來訪者的服務和設(shè)施； 7.了解酒店的餐廳及營業(yè)時間和經(jīng)營范圍。 8.了解當天及近期的房間使用情況，預訂房間的客人到達的時間、人數(shù)，及時與相關(guān)崗位進行溝通聯(lián)系。 9.了解預定當天到店的VIP身份、房間號及抵離時間；確認是否已分好房及房間狀態(tài)，若尚未安排妥當，要通知接待崗位工作人員盡快安排。 崗位要求 1.中專及以上學歷； 2.說話口齒清楚，音質(zhì)優(yōu)美，反應敏捷； 3.能適應倒班工作； 4.有總機及預訂工作經(jīng)驗者優(yōu)先。

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，并負責處理。 3.熟悉預訂資料，了解客情，尤其要記住即將來店的貴賓、?？偷男彰?，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)濟效益。 5.熟練總臺各項專業(yè)業(yè)務和技能，搞好對客服務。 6.熟練掌握店內(nèi)外信息，提供準確的問訊服務。 7.負責為下榻酒店的賓客辦理入住登記手續(xù)。 8.負責客房鑰匙的管理和發(fā)放工作并嚴格遵守驗證制度。 9.制作有關(guān)報表，為其它部門提供準確的接待信息。 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，具有較強的服務意識、推銷意識和責任感。 3.通曉酒店各項對客政策、設(shè)施設(shè)備及服務種類以及總臺工作程度和規(guī)范。 4.相貌端正，身體健康。

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 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. 運營的環(huán)境整潔和維護 Check the team grooming and attire and ensure all are in alignment with Resort’s standard. 檢查團隊的儀容儀表和著裝確保符合度假酒店的標準 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. 復審并響應度假酒店的運營需要

TheRole 崗位職責： 1.Full working understanding Vision andMission, SOP(s). 完全了解愿景和使命及標準操作流程 2.Extensive knowledge of the resort andsurrounding areas. 熟知酒店和周邊 3.Read arrival report, email, guests’profiles, group resumes, update F&B / SPA promotions. 閱讀抵店報表、郵件、客史資料、團隊摘要、F&B/SPA最新推廣 4.Read handover file, note down importantguests’ information for use and or follow-ups. 閱讀交接班文件，記錄重要客人的信息來備用和/或跟進 5.Remember the daily events held in theresort to escort guests to the relevant venues. 掌握每日酒店活動以便引領(lǐng)客人到達指定地點 6.Take in-depth handover from previous shiftand ensure follow-ups are carried through. 同上一班次深入交接并確保進行跟進 7.Clean and maintain all service equipmentand assigned area. 清理和維護所有服務設(shè)備和所分劃的區(qū)域 8.Rooming list is created accurately everymidnight and updated before start of afternoon shift. 每晚創(chuàng)建準確的房間名單并在中班開始前更新 9.Set-up all arrivals accordingly to guestpreferences. 根據(jù)客人喜好準備所有的預抵 10.Check-in all guests and offer a detailedroom orientation of the Room, Suite, Villa and Resort. 辦理所有客人的入住，提供詳細的客房、套房、別墅和酒店介紹 11.Service all in-house and take note of guestpreferences and customize. 服務所有在住房間并記錄客人喜好和習慣 12.Check out all departures Rooms, Suites andVillas. 辦理所有離店客房、套房和別墅的退房 TalentProfile任職資格： 1.Be familiar with the daily operations ofthe Front Office Department. 熟悉前廳部日常運行 2.Be able to communicate with guests inRussian and possess good communication skills. 能使用俄語與客人交流，具備良好的溝通能力 3.Have excellent problem-solving abilities. 良好的問題解決能力

Job Title:Communication Supervisor 職位：總機主管 Department: Front Office 部門：前廳部 Reports to: Communication Manager 匯報對象：總機經(jīng)理 Position level: Supervisor 職位級別：主管 Position Overview 職位概況 Supervise Communications Agents on performance standards and telephone manners. Proactive in identifying opportunities to blow away our guests 領(lǐng)導總機接線員按照標準和電話禮儀的要求完成工作。積極主動地把握機會為客人制造意外驚喜 The Role 崗位職責 Supervise all Communications agents answer the phone according to the brand standard. 根據(jù)品牌標準指導所有總機接線員應答客人的來電 Check and update all Resort information in Communications. 每日檢查并更新總機的相關(guān)信息 Daily meeting and testing of product knowledge to ensure all Communications agents are knowledgeable on Resort facilities and promotions. 每日例行檢查所有接線員的酒店產(chǎn)品知識的掌握程度，并確保所有人了解酒店的設(shè)施和產(chǎn)品促銷活動 Daily check wakeup call request and ensure all requests are fulfilled. 每天查看叫醒服務的需求并確保所有的客人需求安排就位 Be fully aware of the functioning procedure of all switchboard equipment. 完全掌握接線設(shè)備的運行程序和狀態(tài) Be knowledgeable of In-Room Dining menu, proficiently take orders and make recommendations. 熟悉客房送餐的菜單，能夠熟練地為客人點單并推薦菜品 Handle the guests feedback and ask for help from senior managers if needed. 處理客人的反饋意見，如若需要則要向上級需求幫助 Talent Profile 學歷要求 College and above大?；蛞陨蠈W歷 Work Experience 工作經(jīng)驗 Approximately 2-3 years’ experience as Supervisor / Line Colleague 要求約2-3年的相關(guān)主管或從業(yè)的工作經(jīng)驗 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 Basic Training Skills.

Position Overview The Culturist is the ambassador of the hotel and is responsible for crafting memorable guest experience from pre-arrival to post-departure moments. The individual is also the expert in local culture and heritage, provides flawless and luxury personalized service to all guests. The Culturist is also responsible for the upkeep of the Capella Living Room. The Culturist will report directly to the Culturist Manager. ? The Role Be the champion of the hotel’s offerings and local city’s culture and heritage by providing Concierge service including but not limiting to recommending and arranging reservations for dining, attractions. Sending pre-arrival email to all guests to extend a very warm welcome to learn guest preferences e.g. purpose of visit, guest preferences and special request, as well as to offer assistance for transportation in order to fulfill guest wishes and to create the best memorable experience for our guests. Check the daily arrival list for all guests with special requests and or preference Arrange set up for special occasion or special request. Recognize all returning and VIP guests, and extend a warm welcome. Meet guests when they arrive, perform personal check in at the Living Room and accompany all guests to their rooms. Perform private check out, to prepare bills and ensure all details are accurate before present to the guest and process billing payment procedure upon departure. Handle guest complaints and follow up. Also ensure that all guest complaints are logged into the appropriate system accordingly ? Talent Profile Diploma of college or university preferably in Hotel/Hospitality Management 2 years’ experience in a similar role in luxury hotels/resorts Concierge experience is an advantage Excellent interpersonal skills with personable character, good at cultivating strong guest relations Very good command in spoken and written English Knowledge in Property Management System (e.g. OPERA) Competent computing skills

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 主要工作職責就是根據(jù)酒店的標準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能力。他們對酒店提供的設(shè)施設(shè)備和服務了如指掌，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 Ensure accuracy of guest billing 確保賬單準確無誤 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真對待 Assist Communications with switchboard duties of night shift 夜班要協(xié)助總機值班工作 Assists with Reservations call after their office hours. Record and follow up any details 協(xié)助預定部在其工作時間之外接聽預定電話，記錄并跟進細節(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隊信息，客房盤點及客人等信息 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、實地考察、VIP到達等保持實時更新 ? Talent Profile 學歷要求 College degree or above? 大專及以上學歷 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