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崗位職責/職位描述

·????????Is open and paysattention to his/her environment to anticipate guests and colleagues needs andexpectations. Handles the guest’s request as a priority.

·????????開放并關注他/她的環境，以預測客人和同事的需求和期望。優先處理客人的要求

·????????Works together collaboratively with teammembers to develop a mutual relationship of trust and respect.? Always supports colleagues openly in theworking environment

·????????與團隊成員合作，建立相互信任和尊重的關系。在工作環境中始終公開支持同事

·????????Ensure that all Front Office StandardsOperating policies and procedures are adhered

·????????確保所有前廳標準操作政策和流程得到遵守

·????????Ensure procedures are being met orexceeded on a daily basis for all loyalty/VIP Guests

·????????確保所有忠誠/VIP客人每天都能遵守或超過流程

·????????Coordinate the arrival, stay anddeparture experience to ensure a seamless experience

·????????與所有關鍵部門保持聯系，收集正確的信息

·????????Communicate relevant information andspecial requirements to all departments to ensure the expectations of allloyalty and VIP guests are exceeded

·????????與各部門溝通相關信息和特殊要求，確保所有忠誠客人和VIP客人的期望都能得到滿足

·????????Work directly with the Front Officeoperation to ensure a seamless experience

·????????與前廳部直接合作，確保無縫體驗

·????????Advocates positive colleague experiencethrough leadership behaviors that demonstrate commitment to the LeadershipPromise:

·????????通過表現出對領導承諾的領導行為，提倡積極的同事體驗：

·????????Identifies potentials of the teammembers, coaches and mentors them to capitalize on their strengths and managetheir blind spots as they strive to achieve the business goals and personaldevelopment goals

·????????通過表現出對領導承諾的領導行為，提倡積極的同事體驗：

·????????Manages the development plans of teammembers

·????????管理團隊成員的發展計劃

·????????Manages the succession plan of the team

·????????團隊的繼任計劃

·????????Creates an environment of trust thatallows team members to express themselves through the available channels ofcommunication

·????????創造一個信任的環境，允許團隊成員通過可用的溝通渠道表達自己。

·????????Promotes engaging communication withopenness and empathy

·????????以開放和同理心促進互動交流

·????????Allocates time to understand teammembers as unique individuals

·????????分配時間將團隊成員理解為獨特的個體

·????????Creates departmental goals andobjectives based on the objectives of the Finance division

·????????根據財務部的目標制定部門目標

·????????Works on key actions to achieve thegoals, and create score boards where applicable

·????????為實現目標而采取關鍵行動，并在適用的情況下創建記分板。

·????????Communicates performance objectivesacross teams to foster common goals

·????????跨團隊傳達績效目標，以實現共同目標

·????????Conducts regular accountabilityconversations to ensure progress towards the goals

·????????定期進行問責制對話，確保實現目標的進展

·????????Reviews own behaviors and those of theteam members regularly with reference to the Leadership Capability Framework

·????????據領導能力框架定期審查自己的行為和團隊成員的行為。

·????????Addresses underperformance in a timelymanner following the procedure for implementing corrective actions

·????????按照糾正措施實施程序，及時解決績效不佳的問題。

·????????Recognizes positive behaviors withmeaningful feedback and inspiring celebrations

·????????通過有意義的反饋和鼓舞人心的慶?；顒诱J可積極的行為

·????????Encourages team members to inspire oneanother with positive performance stories

·????????鼓勵團隊成員通過積極的績效故事相互激勵。

·????????Creates a sense of fun and joy at workwhile holding self and others accountable for?results

·????????在工作中創造一種樂趣和快樂感，同時讓自己和他人對結果負責。

·????????Actively participates in colleagueactivities

·????????積極參與同事活動

·????????Familiar with the butler Ambassador job describe

·????????熟悉大使管家的所有工作職責

·????????Assume Manager On Duty shifts whenneeded

·????????在需要的時候輪班值班經理

Advocatespositive guest experience through leadership behaviors that demonstratecommitment to the Service Promise:

通過表現出對服務承諾的領導行為，倡導積極的客人體驗：

·????????Ensures the work processes areestablished to set the team members to succeed

·????????確保建立工作流程，使團隊成員成功

·????????Questionsestablished processes and procedures to look for alternative solutions

·????????為尋找替代解決方案而建立的程序和問題

·????????Ensures all teammembers understand and follow the work processes in the operational departments

·????????確保所有團隊成員理解并遵守運營部門的工作流程。

·????????Has full awareness,manages all tasks of his staff

·????????充分認識和管理員工的所有任務

·????????To identify andanticipate Guests’ needs and ensure personalized service is provided

·????????始終如一地提供周到、貼心、真誠的服務。

·????????To oversee all Butlersand Butler Supervisors and the day-to-day operation of the department

·????????識別和預測客人的需求，確保提供個性化服務

·????????Attending DailyBriefing with Management and all Department Head

·????????與管理層和所有部門主管一起參加每日簡報

·????????Ensure repeat guestsare met and greeted on a daily basis and profiles are updated

·????????確保每天接待和接待回頭客，并更新個人資料。

·?????????long-staying/special-attention/occasion-celebratingguests are taken care of exclusively, paying particular attention to theirneeds and requests

·????????確保長住/特別關注/慶祝活動客人得到專門照顧，特別關注他們的需求和要求

·????????Direct workassignments of supervisory and non-supervisory personnel

·????????監察人員和非監察人員的直接工作任務；

·????????Inform otheroperating departments of matters related to Butler operations, notably FrontOffice to ensure VIP status and other such information, as well asHousekeeping, Engineering, Laundry, Sales, Food & Beverage, Reservationsetc.

·????????通知其他運營部門與管家運營有關的事項，特別是前臺，以確保VIP狀態和其他信息，以及客房、工程、洗衣、銷售、餐飲、預訂等。

·????????Schedule routineinspections by supervisors of all butler areas including occupied andnon-occupied rooms

·????????安排所有管家區域（包括有人房間和無人房間）主管的例行檢查。

·????????Inspect guest roomsand pantries on a regular basis to ensure guest preferences are met

·????????定期檢查客房和餐具室，確保滿足客人的喜好。

·????????Appraise appearance,discipline and efficiency of all staff under direct supervision

·????????對所有直接監督人員的外貌、紀律和工作效率進行評價。

·????????Maintain a steadyflow of communication between team and Guest Services Manager, Front OfficeTeam, Housekeeping Team, laundry, Engineering

·????????保持團隊與客戶服務經理、前臺團隊、客房部團隊、洗衣房、工程部之間的穩定溝通。

·????????Ensure GuestServices Manager is aware of tasks and assignments of every butler

·????????確保賓客服務經理了解每位管家的任務和任務。

·????????Ensure consumptionof Guest supplies is under control

·????????.確?？腿擞闷返南M得到控制。

·????????Monitor and controlrelevant procedures including lost and found, key control, etc.

·????????對失物招領、重點控制等相關程序進行監控。

·????????Ensure Butlersdeliver the Raffles touch by providing pro-active personalized service

·????????通過提供積極主動的個性化服務，確保管家與萊佛士保持聯系。

·????????Ensure butlersreceive recognition for their efforts in the form of regular feedback

·????????確保管家以定期反饋的形式獲得對其努力的認可。

·????????Ensure repeat guestsare met and greeted on a daily basis and profiles are updated

·????????確保每天接待和接待回頭客，并更新個人資料

·????????Ensurelong-staying/special-attention/occasion-celebrating guestsare taken care of exc.

·????????確保長住/特別關注/慶祝活動客人得到專門照顧，特別關注他們的需求和要求。