- 職位性質：全職
- 工作地區：浙江省杭州市
- 招聘人數：若干
- 學 歷：本科
- 工作經驗：不限
- 提供食宿：提供食宿
- 年齡要求：不限
- 計算機能力：熟練
- 語言要求：英語(熟練)
- 國際聯號工作經歷：優先
- 薪資待遇：4千-5千
- 職位有效期：2025-10-11至2026-08-17
職位：賓客服務中心領班 Team Leader - Guest Service Centre(已停止招聘)
崗位職責/職位描述
§ 維護賓客服務中心日志。
Maintains the Guest Service Centre Daily Log Book.
§ 及時提交所有客人/員工的事故報告。
Submits all guest/ associate incident reports on a timely basis.
§ 確保部門的服務一貫按照部門營運手冊的標準，高效、一致和禮貌的完成。
Ensures services provided by the Guest Services Agents are always available and are always carried out to define Standards with the utmost efficiency, consistency and courtesy as detailed in the Departmental Operations Manual.
§ 按要求參加所有會議并作出貢獻。
Attends and contributes to all meetings as required.
§ 確保所有員工始終提供禮貌和專業的服務。
Ensures all associates provide courteous and professional service at all times.
§ 禮貌而高效的處理客人和員工的詢問，對不能立即解決的投訴和問題進行匯報，并及時回饋和跟進。
Handles guest and associate enquiries in a courteous and efficient manner, reporting complaints or problems if no immediate solution can be found, whilst feeding back a prompt follow up.
§ 了解關于員工及行業關系的法律、法規， 理解并嚴格遵守員工手冊中的規章制度，及酒店關于防火、衛生、健康和安全的制度。
Is knowledgeable in statutory legislation in associate and industrial relations, understanding and strictly adhering to Rules & Regulations established in the Associate Handbook and the Hotel’s policies concerning fire, hygiene and health & safety.
§ 積極參與員工福利、安全、發展及健康的活動，并給予建議、咨詢及真實、恰當的反饋。
Is actively involved in the welfare, safety, development and well-being of associates providing advice, counselling and truthful, diplomatic feedback.
§ 確保高標準的個人形象和儀容儀表。
Ensures high standards of personal presentation & grooming.
§ 與客人和同事保持基于良好工作關系的接觸。
Maintains positive guest and colleague interactions with good working relationships.
§ 始終展現負責的管理和行為，并以積極的形象代表酒店管理團隊和凱悅酒店集團。
Exercises responsible management and behaviour at all times and positively representing the Hotel Management Team and Hyatt Hotels Corporation.
§ 確保所有員工按計劃參加所有的核心培訓和相關的技能培訓。
Schedules and ensures associates attend all Core training and related skills training.
§ 對當地環境具有扎實及最新的了解，如城市的餐廳、購物區。
Has a sound updated knowledge of the local environment such as restaurants and shopping areas within the city.
§ 協助確保酒店客人和財產的高度安全。
Assists in maintaining a high level of safety and security for guests and hotel property.
§ 了解酒店內的所有活動、餐飲服務、餐廳、會議室、緊急電話號碼以及相應設施。
Fully conversant with all activities within the Hotel, Food and Beverage functions, restaurants, meeting rooms, and emergency telephone numbers and facilities.
§ 根據酒店、行業和公司的指引，回應需求、改變，執行任何合理的任務及額外職責。
Responds to requests to undertake any reasonable tasks and secondary duties and to changes as dictated by the Hotel, industry and company.
§ 協助副理確保賓客服務中心按照既定的理念順暢運作，始終提供禮貌、專業、快捷、靈活的服務。
Assists the Assistant Manager in efficiently managing the Guest Service Centre according to the established concept statement providing courteous, professional, efficient and flexible service at all times.
§ 禮貌而高效的處理客人和員工詢問，對不能立即解決的投訴和問題，向賓客服務副理報告。
Handles guest enquiries in a courteous and efficient manner and reports guest complaints or problems to Guest Services Assistant Manager if no immediate solution can be found.
§ 與客人建立并保持良好的賓客關系。
Establishes a rapport with guests, maintaining good customer relationship.
§ 確保信息交流中心、設施及儲藏室的整潔并妥善保養。
Ensures cleanliness and maintenance of the Communication Centre, equipment and storage.
§ 負責向所有來電者提供友善、高效的服務。
Responsible for the provision of friendly and efficient service to all callers.
§ 經常親自檢查，以確保使用賓客服務中心服務的客人、員工及公共區人員得到符合凱悅酒店集團標準的服務。
Personally and frequently verifies that guests, associates and members of the public utilising the Guest Service Centre services are receiving service in line with Hyatt Hotels Corporation standards.
§ 確保正確處理所有客人的留言、郵件及傳真。
Ensures that all guests’ messages, mail and fax are handled and distributed properly.
§ 強化員工的主人翁精神及營銷員的態度并作出表率，以使員工抓住酒店內的一切銷售機會。
Exemplifies and instils upon the associates the ownership and a sales attitude to maintain awareness of all sales opportunities within the Hotel.
§ 確保高效協助客房送餐、餐廳預訂、客房部、客房預訂及工程部的職能。
Ensures that the departmental functions of Room Service coordination, Restaurant reservations, Housekeeping coordination, Guestroom reservations, and POMEC coordination are carried out efficiently.
§ 確保所有運營設備的正常運行，并在需要時匯報維修需求。
Ensures operating equipment is maintained in good working order and to report maintenance requirements.
