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崗位職責/職位描述

品牌背景：
云品酒店作為云朗觀光集團布局大陸的首家酒店，以意大利文化美學為核心設計主軸，打造 190 間以意大利經典城市為主題的特色客房。設計靈感來自意式藝術底蘊與錢塘江畔的人文意境相融，貫穿美學、思想、藝術與飲食體驗，為賓客呈現獨具一格的沉浸式旅居體驗。
As the first：
hotel of the LDC Group in mainland China, Fiore Della Cina takes Italian cultural aesthetics as its core design concept, featuring 190 distinctive guest rooms themed on classic Italian cities. Drawing inspiration from the integration of profound Italian artistic heritage and the humanistic charm by the Qiantang River, the hotel weaves together aesthetics, ideology, art and culinary experiences, offering guests a unique immersive Italian-style sojourn.
【崗位職責】
1. 深度對接高凈值客人需求，從入住前需求調研（如偏好房型、飲食禁忌、特殊服務需求等）、入住中全程專屬服務（如陪同辦理入住、客房個性化布置、行程定制協調等）到離店后回訪跟進，提供全周期 一站式 管家服務，確保客需響應效率與服務滿意度。
Deeply connect with the needs of high-net-worth guests, and provide full-cycle one-stop butler service covering the entire process—from pre-arrival needs research (such as preferred room type, dietary restrictions, special service requirements, etc.) and full-process exclusive service during the stay (such as accompanying check-in, personalized room setup, travel customization coordination, etc.) to post-departure follow-up. This ensures the efficiency of responding to guest needs and service satisfaction.
2. 負責首席管家團隊的人員招聘、日常排班與績效評估，牽頭組織團隊專業培訓（如高端禮儀、跨部門協作技巧、應急場景處理、奢侈品認知、多國語言服務等），提升團隊整體服務素養與專業能力，打造高水準管家服務團隊。
Be responsible for the recruitment, daily scheduling and performance evaluation of the Chief Butler Team; take the lead in organizing professional training for the team (such as high-end etiquette, cross-departmental collaboration skills, emergency scenario handling, luxury goods knowledge, multilingual service, etc.); enhance the overall service literacy and professional capabilities of the team, and build a high-standard butler service team.
3. 聯動前廳、客房、餐飲、康樂、禮賓等部門，建立高效溝通機制，針對客人特殊需求（如私人宴會定制、商務會議支持、專屬出行安排等）協調跨部門資源，確保服務落地流暢性，避免客需響應斷層。
Liaise with departments such as Front Office, Housekeeping, Food & Beverage (F&B), Recreation, and Concierge; establish an efficient communication mechanism; coordinate cross-departmental resources in response to guests' special needs (such as private banquet customization, business meeting support, exclusive travel arrangements, etc.); ensure the smooth implementation of services and avoid gaps in responding to guest needs.
4. 定期分析高端客群服務數據與反饋，結合行業服務趨勢，推動管家服務創新（如推出主題化客房布置、定制化伴手禮、專屬生活管家服務等），持續優化客人體驗，助力酒店提升高凈值客群復購率與品牌口碑。
Regularly analyze service data and feedback from high-end customer groups, align with industry service trends to drive innovations in butler services (such as launching themed room setups, customized souvenirs, exclusive lifestyle butler services, etc.), continuously optimize the guest experience, and help the hotel increase the repurchase rate of high-net-worth customers and enhance its brand reputation.
5. 通過員工綜合技能的運用，綜合工作的分派及靈活的工作時間安排，以優化工作流程，提升員工的工作效率。
By utilizing employees' comprehensive skills, coordinating work assignments, and arranging flexible working hours, the work processes can be optimized and employees' work efficiency can be improved.
6. 有處理突發事件的能力，能根據酒店相關標準及要求，快速處理突發事件。
Having the ability to handle emergencies, and being able to deal with them quickly in accordance with the relevant standards and requirements of the hotel.
7. 監督所有員工的按時出勤和儀容儀表，確保他們根據酒店的儀容儀表規范，著裝整齊并保持高標準的個人衛生及形象。
Supervise the punctual attendance and appearance of all employees, ensuring that they are neatly dressed and maintain a high standard of personal hygiene and image in accordance with the hotel's grooming regulations.
8. 進行部門員工的年度職業發展面談，協助他們完成職業發展目標。確保他們同樣對他們的員工進行績效評估。
Conduct annual career development interviews with department staff, assist them in achieving their career development goals, and ensure that they also conduct performance evaluations for their employees.
9. 領導和激勵團隊，建立積極向上的工作氛圍，提高員工的工作滿意度和忠誠度；鼓勵員工開拓創新的精神，并認可他們所作出的貢獻。
Lead and motivate the team, foster a positive working atmosphere, enhance employees' job satisfaction and loyalty; encourage employees' pioneering and innovative spirit, and recognize their contributions.
10. 執行健康及安全法規、政策及程序。
Implement health and safety regulations, policies and procedures.
11. 執行酒店安全及緊急情況政策及程序。
Implement hotel safety and emergency policies and procedures.
12. 熟悉酒店安全、急救及消防緊急情況程序。
Be familiar with hotel safety, first aid and fire emergency procedures.
13. 確保員工充分的理解并遵守員工手冊內容。
Ensure that employees fully understand and comply with the contents of the employee handbook.

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【崗位要求】
1. 大學專科及以上學歷。
College diploma or above.
2. 至少2-3年酒店相關崗位工作經驗。
At least 2-3 years of relevant work experience in hotels.
3. 熟練使用電腦辦公軟件。
Proficiency in using computer office software.
4. 良好的中英文讀寫能力
Chinese and English reading and writing skills is good.? ??