招聘職位
- 職位性質：全職
- 工作地區：浙江省嘉興市
- 招聘人數：若干
- 學 歷：不限
- 工作經驗：不限
- 提供食宿：不限
- 年齡要求：不限
- 計算機能力：不限
- 語言要求：不限
- 國際聯號工作經歷：不限
- 薪資待遇：6千-7.5千
- 職位有效期：2026-03-19至2026-06-17
職位：賓客服務經理(急)
崗位職責/職位描述
崗位職責
1.?Administration
部門管理
1)??Assists to prepare and update the Front Office Departmental Operations Manual.
協助準備和更新的部門操作手冊。
2）Ensures information on restaurants, hotel facilities and other miscellaneous are updated periodically.
定期將酒店的餐廳信息,酒店設施和其他經營項目進行更新。
3）?Submits all guests/employees incident reports.
提交所有關于客人或員工的意外事件報告。
4）?Reports and records “Lost and Found” items.
上報并記錄所有失物招領物品。
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2.?Operations
賓客服務
1）?Familiarize self with all kind of emergency procedures and take command post until a?hotel executive arrives and takes over during the emergency situations, such as
熟悉所有關于緊急情況的處理程序，在酒店行政人員到達現場前作為最高指揮官負責處理緊急情況，例如：
· ?Fire Precaution
?? 消防安全
· ?Bomb / Threat Incident
?? 炸彈恐嚇
· ?Theft
? ? 失竊
· ?Elevator Trap Incident
?? 電梯失靈
· ?Blackout / Power Failure
?? 停電
· ?Injury / Accident of guest or associate
?? 客人或員工受傷
· ?Evacuation
?? 緊急疏散
· ?Undesirable Person
?? 不受歡迎的人
2）?Familiarize self with all front office policy and procedures.
了解前廳部所有的政策和程序。
3）?Acquaint with the rate structure, room categories, F&B outlets and all kind of facilities ?that provide in the hotel.
熟悉價格策略、房間類型、餐廳以及酒店提供的所有服務項目和設施。
4）?Offer assistance to all sections at front office and supervise the lobby activities when the traffic is busy.
協助前廳部所有部門的工作，在繁忙時段控維護好大堂的秩序。
5）?Coordinate with credit department for guest credit arrangement and billing instruction.
與信貸部門協作,處理客人信用卡和賬單安排。
6）?Attend daily briefing / debriefing and any monthly meeting on time.
按時參加每日及每月例會。
7）?Handle guest’s complaint and special request tactfully, record down in internal log book?and copy to the department concerned for necessary action taken.
巧妙的處理客人投訴和特殊要求，在內部交班本做好記錄并且提供給相關部門進行必要的跟進。
8）?Maintain the cleanliness of public areas and guest behaviour and take the corrective actions if necessary.
保持公共區域的清潔，關注客人行為，如有必要加以更正。
9）?Inspect rooms assigned to VIP guests and make sure those rooms are in good condition with amenities prior to guests arrival.
檢查預抵VIP的房間，確保房間處于良好狀態，致意物品在客人到店前已經送至房間。
10）Greet the VIP guest upon their arrival, check-in and escort to room. Bid farewell to them upon their departure from hotel.
做好VIP客人到店的迎接工作，引領客人至房間辦理入住手續，客人離店時在大堂送別客人。
11）Warm greetings to regular guests upon their arrival.
熱情歡迎到店辦理入住的散客。
12)?Conduct a courtesy call to the guests as required and assist to arrange the departure
transportation if necessary.
負責致電住店客人詢問住店感受，詢問是否有特殊需求，必要時為客人安排退房時的送機服務。
13）Review all folios for VIP guests a night prior their departure as to avoid any irregular item was posted.
檢查所有次日退房VIP客人的賬單，確保賬單的準確性。
14）Ensure the appropriate room assignment was given to the VIP guests.
確保為每日到店的VIP客人分配好房間。
15）Record and handle the turn?away / double up guests and arrange an alternative accommodation when the hotel is fully booked.
記錄并處理由于酒店滿房而無法為客人安排房間的情況，向客人提供有選擇性的其他酒店。
16）Record all delivery of cash and valuables and keep them until collection by guests outsider.
記錄并轉交所有現金和貴重物品給管家部，直到被客人或被授權人取走。
17）Assist Executive Housekeeper to keep valuable lost and found items if necessary.
必要時協助管家部管家保管貴重的失物招領物品。
18）Review the daily event board in regards of the hotel catering activities.
檢查每日的宴會記錄板所記錄的所有酒店當天的宴會活動。
19）Arrange the appropriate amenities for guest who was not satisfied with the hotel service / facility or sick in hospital.
為不滿于酒店服務/設施或者生病的客人安排合適的致意物品。
20)?Conduct a hotel tour for visitors if Sales department are not available.
在銷售部員工不在的情況下，安排客人參觀酒店。
21)?Coordinate with security department and open the locked safe for in-house guest and
checked-out room.
與保安部協作開啟住店及離店客人上鎖的房間保險箱。
22)?Handle guest’s OOT, double-locked and unlocked as requested by guests.
處理客人外宿,在客人要求下為房間雙鎖和解鎖。
23)?Sort and review all incoming fax, email after office hours or during public holiday and ???take
immediate response if necessary.
在后臺辦公室下班或公共假期時，檢查并所有接到的傳真、郵件分類，如有必要作出及時的回復。
24)?Problem solving in all outlets in the absence of F&B executive.
在餐飲部管理人員不在的情況下，處理所有營業場所發生的問題。
25)?Conduct floor patrol and hotel premises with security during overnight.
夜班賓客服務經理負責與保安部一起巡視酒店所有區域。
26)?Routine patrol at fitness centre.
例行檢查酒店的健康中心。
27)?Prepare / save the necessary reports for the following days to review.
準備和保存必須的報表以備日后使用。
28)?Review the guest in-house rate, check flash report, room analysis report etc…, assure all?
figures are accurate before circulate to executive committee member in the morning.
檢查在住客人房價，檢查FLASH REPORT等，確保在次日行政人員看到這些數據前所有數據的準確性。
29)?Carries out any other reasonable duties and responsibilities as assigned.
執行所有被委派合理的權利及責任。
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3. Personnel
人事方面
1)?Assists to ensure the punctuality and appearance of all Front Desk?associates, making ??sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department’s grooming standards.
確保前臺員工保持良好儀容儀表并準時到崗，穿著合適的制服，按照酒店和部門標準，保持高標準的衛生標準。
2)?Assists in the planning and implementation of effective training programmes for all Front Office associates in coordination with the Departmental Trainers.
與培訓經理協作計劃并有效的執行前廳部員工的培訓。
3)?Supports Departmental Trainers through on?going feedback and assistance at monthly
meetings.
通過月度會議得到員工關于培訓的反饋并向提供給部門培訓師作為培訓支持。
4)?Assist to develop the skills and effectiveness of all Front Office associates?through the ??
appropriate training, coaching, and/or mentoring.
通過有效的培訓、輔導和指導，發展并提升前廳部員工的技能及效率。
5)?Assists to prepare and posts weekly work schedules, making sure that they reflect business needs and other key performance indicators.
根據工作需要準備及發布每周排班表。
6)?Encourages associates?to be creative and innovative, challenging and recognising them for
their contribution to the success of the operation.
鼓勵前廳部員工主動創造、接受挑戰并關注員工參與達到最佳運營效果。
7)?Ensures that?associates?follow all hotel, company and local rules, policies and regulations ????relating to fire and hazard safety, and security.
確保所有前廳部員工遵從有關酒店，公司及本地的消防、保安及危機處理的條例、政策。
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4.Other Duties
其他職責
1)???Attends and contributes to all training sessions and meetings as required.
出席及參與所有有關的培訓及會議。
2）?Exercises responsible management and behaviour at all times and positively representing the hotel management team and New World Hospitality.
始終以積極的態度和行為以代表酒店管理層和新世界酒店管理集團。
3)??Maintains strong, professional relationship with relevant representatives from competitor ?????
hotels, business partners, other organisations, travel agencies, local business groups and airlines.
與有關同行、生意伙伴及其他組織、旅行社、本地商業集團和航空公司保持良好、緊密及專業的關系。
4)??Reads the hotel's Employee Handbook and have an understanding of and adhere to the ???
hotel's rules and regulations and in particular, the policies and procedures relating to computer resources, fire, hygiene, health and safety.
熟讀并了解員工手冊內的相關酒店條例、政策及有關消防、衛生、健康、安全及電腦系統程序及守則。
5)??Ensures high standards of personal presentation and grooming.
確保高標準個人談吐及儀容儀表。
6)??Carries out any other reasonable duties and responsibilities as assigned.
執行所有被委派合理的權利及責任。
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5.?Others
備注
While this job description is intended to be an accurate reflection of the duties involved in this position, the company reserves the right to add, remove or alter duties when business need dictates.
此工作描述已經確定是對這一崗位職責的準確描述，酒店有權根據業務需要增加、刪除或對工作職責進行修改。
