- 職位性質(zhì)：全職
- 工作地區(qū)：杭州市蕭山區(qū)
- 招聘人數(shù)：若干
- 學(xué) 歷：大專
- 工作經(jīng)驗(yàn)：不限
- 提供食宿：提供食宿
- 年齡要求：不限
- 計(jì)算機(jī)能力：良好
- 語言要求：英語(良好)
- 國際聯(lián)號工作經(jīng)歷：優(yōu)先
- 薪資待遇：4千-6千
- 職位有效期：2026-04-04至2026-07-07
職位：賓客服務(wù)接待員/禮賓員
崗位職責(zé)/職位描述
【崗位職責(zé)】
1. 負(fù)責(zé)當(dāng)班期間前臺的所有業(yè)務(wù)，涵蓋賓客入住登記、退房結(jié)算、預(yù)訂確認(rèn)、行李寄存 / 運(yùn)送等，確保各環(huán)節(jié)符合酒店 SOP（標(biāo)準(zhǔn)操作流程），避免流程卡頓（如高峰時(shí)段入住排隊(duì)超時(shí)、退房賬單爭議等）。
Be responsible for all front desk operations during the on-duty period, covering guest check-in, check-out settlement, reservation confirmation, luggage storage/delivery, etc. Ensure each link complies with the hotel's SOPs (Standard Operating Procedures) and avoid process bottlenecks (such as prolonged queues during peak check-in hours, disputes over check-out bills, etc.).
2. 實(shí)時(shí)核對酒店房態(tài)（Occupied/Empty/Clean/Dirty 等），與客房部同步 待清潔房已清潔房 狀態(tài)，確保 可售房 及時(shí)釋放，避免因房態(tài)錯誤導(dǎo)致 超售 或 空房浪費(fèi)。
Real-time verification of the hotel's room status (such as Occupied, Empty, Clean, Dirty, etc.) and synchronization of the status of rooms to be cleaned and cleaned rooms with the Housekeeping Department to ensure the timely release of available rooms and avoid overbooking or unused room waste caused by incorrect room status.
3. 禮貌且高效地處理酒店客人的投訴和建議，并跟進(jìn)確保問題圓滿解決，必要時(shí)尋求經(jīng)理支持，確保客人的滿意度達(dá)到酒店的目標(biāo)要求。
Handle hotel guests' complaints and suggestions politely and efficiently, follow up to ensure the issues are resolved satisfactorily, and seek manager support when necessary to ensure guest satisfaction meets the hotel's target requirements.
4. 處理前廳突發(fā)情況，如客人突發(fā)疾病、物品遺失、設(shè)備故障、安全事件等，確保響應(yīng)及時(shí)、處置合規(guī)，保障客人與酒店安全。
Handle emergency situations in the front office, such as guests suffering from sudden illnesses, lost items, equipment failures, and safety incidents. Ensure timely response and compliant handling to safeguard the safety of guests and the hotel.
5. 確保前臺業(yè)務(wù)符合法律法規(guī)與酒店制度，如嚴(yán)格執(zhí)行 實(shí)名登記 政策，杜絕 無證入住；監(jiān)督發(fā)票開具合規(guī)，管理前臺備用金與營收，確保資金安全。
Ensure that front desk operations comply with laws, regulations and hotel policies, such as strictly implementing the real-name registration policy to eliminate check-in without valid identification; supervise the compliance of invoice issuance, manage the front desk petty cash and revenue, and ensure fund security.
6. 密切關(guān)注客戶需求和市場動態(tài)，根據(jù)客人的反饋和需求調(diào)整、創(chuàng)新服務(wù)內(nèi)容，提升客人的體驗(yàn)感。
Pay close attention to customer needs and market dynamics, adjust and innovate service content based on customers' feedback and demands, so as to enhance customers' sense of experience.
7. 根據(jù)酒店的儀容儀表規(guī)范，著裝整齊并保持高標(biāo)準(zhǔn)的個(gè)人衛(wèi)生及形象。
Adhere to the hotel's grooming and appearance standards, dress neatly, and maintain a high standard of personal hygiene and appearance.
8. 執(zhí)行健康及安全法規(guī)、政策及程序。
Implement health and safety regulations, policies and procedures.
9. 執(zhí)行酒店安全及緊急情況政策及程序。
Implement hotel safety and emergency policies and procedures.
10. 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.
11. 確保員工充分的理解并遵守員工手冊內(nèi)容。
Ensure that employees fully understand and comply with the contents of the employee handbook.
【崗位要求】
1. 大學(xué)專科及以上學(xué)歷。
College diploma or above.
2. 熟練使用電腦辦公軟件。
Proficiency in using computer office software.
3. 良好的中英文讀寫能力
Chinese and English reading and writing skills is good.??
