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崗位職責/職位描述

About Four Seasons:

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.?????????

At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.

About the location:

Pagoda-style pavilions rise amidst exquisite gardens and ponds. With personalised hospitality, Four Seasons provides an unrivalled experience of China’s timeless beauty. Four Seasons Hotels and Resorts is a world-leading luxury hotel management group. As a key member of the group, Four Seasons Hotel Hangzhou at West Lake has been awarded the great honor of a five- star hotel in Forbes Travel Guide 2016 to 2022. As the ancient saying goes, “In the universe, there is heaven; on earth, there is Hangzhou.” Set along the banks of the fabled West Lake, our hotel is a tranquil enclave woven with ponds, courtyards surrounding picturesque Chinese gardens, willow trees and mist-covered lagoons. Wake to views of mountain peaks, ancient temples rising from the greenery or the very waters that have enchanted poets, explorers and emperors for centuries. Start with a cup of Longjing tea in our Lobby Lounge before picking up your bicycles and heading out to explore the city, then come back for a soothing treatment in our chinoiserie-filled Spa, followed by dinner in one of Jin Sha’s private-dining rooms.

About the role:?

關于職位:?

The Front?Office GRO?welcomes guests to the property, providing an exceptional guest experience at check-in, during the?guest’s?stay and on departure. This role works to achieve the highest level of guest satisfaction during their arrival and departure, plus responding to a wide variety of guest requests, assessing guest needs, adding personal recommendations, and aligning with Four Seasons service standards. This role is part of the Front Office and Guest Services department, reporting into the Front?Desk?Manager.?

前廳賓客關系主任負責迎接到店客人，在入住、住店期間及離店時提供卓越的賓客體驗。該崗位致力于在客人抵離期間實現最高水平的滿意度，同時需響應各類賓客需求、評估客人需要、提供個性化建議，并確保符合四季酒店的服務標準。此崗位隸屬前廳部，向前臺經理匯報。?

What you will do:?

崗位職責：?

• Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible?

• 以最高水準的待客之道和專業精神處理所有賓客互動，盡可能滿足特殊要求。?

• Assists?guests in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc.?

• 協助賓客解答有關酒店服務、營業時間、酒店主要聯系人、店內活動、方位指引等一切問詢?

• Responds to all guest requests in?an accurate?and?timely?manner. Interactions with guest will be in person and by phone;?

• 準確且及時地響應所有賓客需求。與賓客的互動將以面對面及電話方式進行。?

• Resolves guest?complaints,and?find opportunities to recognize and personalize the service experience for all guests.?

• 解決賓客投訴，并尋找機會為所有賓客提供具有識別度和個性化的服務體驗。?

What?you bring:?

崗位要求：?

• One year?experience working within a luxury hotel or similar environment is considered an asset?

• 擁有一年在奢華酒店或類似環境的工作經驗者優先?

• Excellent interpersonal skills and communication skills?

• 出色的人際交往能力與溝通技巧。?

• Cross cultural sensitivity, and customer service orientation??

• 具備跨文化敏感性，并以客戶服務為導向。?

• Guest centricity and understanding the importance of?guest?preferences.?

• 以客人為中心，并理解賓客偏好的重要性。?

• Mandarin speaking is?required.?

• 需具備普通話溝通能力。?

What we offer:?

????福利待遇：?

• Competitive Salary,?wages?and?benefits??

• 具有競爭力的薪資及福利體系?

• Excellent Training and Development opportunities?

• 完善的培訓與發展機會?

• Complimentary Accommodation at other Four Seasons Hotels and Resort?

• 全球四季酒店及度假村的免費住宿禮遇。?

• Complimentary Dry Cleaning for Employee Uniforms?

• 員工制服免費干洗服務?

• Complimentary Employee Meals?

• 免費員工工作餐???

• Employee?activities?

• 豐富多彩的員工活動?

Schedule & Hours:?

工作時間安排：?

• This is a full-time position?

• 本崗位為全職職位?

• The working hours will primarily be early mornings and days, during weekdays and weekends.?

• 工作時間將根據部門需求安排，需能適應輪班制（含周末及節假日值班）?