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崗位職責(zé)/職位描述

·???????? Manage and supervise all tasks of his/her staff to ensure guests receive prompt, cordial attention and personal recognition

監(jiān)管下屬工作，確保員工精神飽滿、態(tài)度熱忱且能熟識客人

·???????? Communicate with Head Butler and or Villa Manager on all matters regarding guest services & hotel operations

向首席管家或別墅經(jīng)理匯報(bào)酒店日常運(yùn)作的所有工作

·???????? Be responsible for a smooth operation at the club. Making guests feeling comfort, warmth and care throughout their stay.

負(fù)責(zé)龍閣的正常運(yùn)作，確保所有入住客人在酒店始終感受到溫馨舒適的關(guān)懷

·???????? Provide supervision by proactive, interactive and reactive leadership allowing each member of the club team to completely satisfy our clients.

工作具有預(yù)見性，氛圍默契，與同事保持交流，使龍閣的每一位員工都能為客人提供滿意的服務(wù)

·???????? Assist the team to achieve Club goals by consistently making improvement of the club operations.

改善龍閣的運(yùn)作，協(xié)助同事，為實(shí)現(xiàn)龍閣的目標(biāo)貢獻(xiàn)力量

·???????? Maximize the Club revenue and maintain all the expense to ensure it’s in the line with budget.

使龍閣的利潤最大化，并確保按預(yù)算計(jì)劃支出

·???????? Create and maintain a friendly working environment both with the Club and other department.

使龍閣與其他部門之間形成友好的共事氛圍

·???????? Striving for continuous improvement in good presentations and cutting edge service styles, to be the forerunner in innovation of style and excellence. Build a leading service in Hainan hospitality.

不斷努力改善培訓(xùn)和服務(wù)方式，具有創(chuàng)新精神，提供優(yōu)質(zhì)服務(wù),建設(shè)一支海南標(biāo)志性服務(wù)團(tuán)隊(duì).

·???????? Support and direct departmental trainer and supervisors, ensuring consistent development and training are delivered to all team members based on individual needs.

支持部門培訓(xùn)師和主管的工作，從員工實(shí)際出發(fā)確保培訓(xùn)成果

·???????? Maintain high disciplinary level in compliance to Raffles service standards.

員工培訓(xùn)應(yīng)與萊佛士服務(wù)的高標(biāo)準(zhǔn)保持一致

·???????? Ensure that Club team is knowledgeable of all Hotel products and services, and that they are recommended and offered to our guests and visitors.

確保龍閣的所有員工熟知酒店產(chǎn)品和服務(wù)，并能向住店和參觀的客人推薦

·???????? Ensure that Club team member understand, and practice the Club Service Standard.

確保龍閣的所有員工熟記且能熟練操作龍閣的服務(wù)標(biāo)準(zhǔn)

·???????? Ensure that Club team member has a thorough knowledge of facilities and activities available in Sanya/Hainan and to maintain a file for reference.

確保龍閣的所有員工熟悉三亞乃至全海南的活動、設(shè)施，建立具參考價(jià)值的資料信息庫

·???????? Establish good rapport with restaurants and tour operations so that our guests receive personal service all over the city

與酒店外餐館和旅游出行公司建立良好合作關(guān)系，確保我們的客人在全市范圍內(nèi)均能享受到獨(dú)特的個性化服務(wù)

·???????? Maintain a daily log of events and Guest Incident Action report to bring any problems to the attention of the Villa Manager/Head Butler if necessary

管理日常事件記錄本，在必要的情況下須將客人事件簿上的問題匯報(bào)給首席貼身管家或別墅經(jīng)理

·???????? Ensure that all departments are fully acquainted with The Club service

確保其他所有部門均熟悉龍閣提供的服務(wù)

·???????? Full understanding of the standards and procedures of the following departments: Front Office, Housekeeping, and F&B.

熟知前廳部、客房部和餐飲部的工作流程

·???????? Efficient and effective inter-departmental communication to promote a climate of teamwork and motivation must be carried out via daily briefing, notice board, coaching and counseling.

交班會、通知欄和指導(dǎo)問詢等部門內(nèi)部的交流方式能營造高能實(shí)效的溝通氛圍

·???????? Co-work with the Club chef’s team and stewarding team to achieve an extremely high service standard to all club guests by a smooth internal communication and partnership.

與龍閣廚房和管事部通力合作，確保內(nèi)部交流暢通友好，一起為龍閣客人提供高水準(zhǔn)的服務(wù)

·???????? Ensures full knowledge of guest comments card feed back, initiate action plans and acts accordingly in order to meet and exceed our guests’ expectations.

清楚客人在意見卡上反饋的信息從實(shí)際出發(fā)，設(shè)法使客人完全滿意

·???????? Build up strong relations with our guests to encourage their feedback and return and to provide effective support to our team.

與客人建立穩(wěn)固聯(lián)系，主動獲得客人反饋，為本團(tuán)隊(duì)提供實(shí)際有效的幫助

·???????? Handles and follows up comments, inquiries and guest complaints from Guest Incident Action and ensures they are dealt with until full guest satisfaction is reached and exceeded.

處理和跟進(jìn)客人意見、問詢和投訴，確保處理結(jié)果使客人完全滿意

·???????? Ensures grooming and appearance standards are maintained throughout the department displaying a professional image to our guests

確保本部門員工按照酒店規(guī)定著裝，向客人展現(xiàn)專業(yè)形象

·???????? Welcomes and greets our guests and visitors and bids fond farewell to promote a climate of warmth and care.

熱烈歡送住店客人和參觀客人，營造熱情關(guān)懷的氛圍

·???????? Strengthen the name recognition to ensure all club guests will be treat as an individual.

熟記客人姓名，確保所有龍閣客人都能享受到獨(dú)特的個性服務(wù)

·???????? Encourages feedback and preference collection of our guests, updates and maintains guest history records enabling us to anticipate the needs of our guests.

主動收集客人的反饋和喜好信息，更新、管理客人歷史信息,客史信息能使酒店預(yù)知客人需求

·???????? Co-ordinates alternative guests accommodation whenever necessary and follow up until guests are fully satisfied.

需要時，協(xié)助換房并保持跟進(jìn)直到客人完全滿意

·???????? Attends resume meeting, pre-come meeting.?

參加班前會、次日抵店客人溝通會議

·???????? Monitors the cleanliness and maintains the ambience of the Club House at all times. The focus is on keeping the Lounge immaculate and perfect to give a good impression to every guest that visits the Lounge.

時刻檢查龍閣的衛(wèi)生清潔度和布景。尤其是保持龍閣大堂整潔，給每位路徑大堂的客人留下良好印象

·???????? Monitor Weekly Duty Roster

監(jiān)管每周值班表

·???????? Update the Annual Leave Plan

時刻更新年假計(jì)劃安排表

·???????? Monitor daily Occupancy report

負(fù)責(zé)每日入住率報(bào)表

·???????? Update monthly Club food &beverage cost report

制作龍閣餐飲每月成本報(bào)表

PERSONAL ATTRIBUTES個人特質(zhì)

·???????? Good organizational skills

良好的組織能力

·???????? Good level of engagement with residents

良好的團(tuán)隊(duì)合作能力

·???????? Ability to manage a multi-cultural workforce

具備管理多元文化背景員工的能力

·???????? Excellent leadership & communication skills

杰出的領(lǐng)導(dǎo)才能和溝通技巧。

·???????? Display high levels of integrity, dedication and support for continuous improvement

?能不斷提升自己、忠實(shí)、講究奉獻(xiàn)

·???????? Flexible management style to meet the challenges of a changing work environment

管理靈活多變，能適應(yīng)工作環(huán)境變化帶來的挑戰(zhàn)

·???????? Good knowledge of the entire Front Office, Housekeeping and Food and Beverage Operations

熟知前廳部、客房部和餐飲的工作流程。

·???????? Must be a self-starter, coach & mentor who can motivate the Team to perform their best

必須工作積極主動, 能激勵和挖掘團(tuán)隊(duì)最大潛力。

·???????? Knowledge of Opera Property Management System preferred

熟練運(yùn)用Opera系統(tǒng)者優(yōu)先。