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Customer relations 客户关系
• Develops high quality relationships with guests throughout their stay
在客人居住期间与客人发展高质量的关系
• Handles any guest complaints or contentious issues that cannot be settled directly by a operator or the Supervisor, providing a rapid solution
处理总机员工或主管不能解决的客人投诉或遗留问题并提供快速解决方案。
LEADERSHIP 领导力
Create and maintain a friendly working environment both with the Club Concierges and other departments
不仅是内部更要与其他各部门共同创建和维护一个良好的工作环境
Striving for continuous improvement in food presentations and cutting edge service styles, to be the forerunner in innovation of style and excellence.
追求持续改进、不断创新的风格创造卓越的前沿服务风格。
Support and direct our departmental trainer, ensuring consistent development and training are delivered to all team members based on individual needs
做一个支持和指导部门的培训师,确保团队的所有成员按各自所需掌握的技能给予统一标准的培训
Runs the finest “hotel within a hotel”
以”一切服务尽在一家酒店” 为宗旨做到最好
EMPLOYEE MATTERS 员工问题
Ensure that grooming of attendants is maintained to the highest possible standard
确保员工的仪容仪表均保持在最高的标准
Ensure that attendants are knowledgeable of all Hotel products and services, and that they are recommended and offered to our guests and visitors
确保所有员工熟知对酒店的产品和服务,并能解决客人的咨询并提供服务
Support and assist the attendants if required as outlined in their job description
支持并协助员工解决客人提供的本工作范围以外或不能处理的问题
COMMUNICATION 沟通
•Ensure that all attendants understand, Pullman Values
确保所有员工知道并理解铂尔曼价值观
Ensure that attendants has a thorough knowledge of facilities and activities available in Guiyang and to maintain a file for reference.
确保员工对贵阳当地的娱乐设施及旅游景点有较透彻的了解并向客人提供有效的参考及建议。
Establish good rapport with restaurants and tour operations so that our guests receive personal service all over the city
与餐饮及旅游服务业建立良好的工作关系,使我们能给客人提供酒店以外整座城市的个性化服务
Maintain a daily log of events and bring any problems to the attention of the FOM if necessary
保持日常日志的事件,并带来任何问题的注意,如果有必要,FOM
Ensure that all departments are fully acquainted with Lounge service
确保所其他有部门都十分清楚行政酒廊的服务项目
Full understanding of the standards and procedures of the following departments:
Froth Office, Housekeeping, and F&B.
全面了解以下部门的服务标准及程序
前台、客房部、餐厅部
Efficient and effective inter-departmental communication to promote a climate of teamwork and motivation must be carried out via line up, notice board, coaching and counseling
与其他部门高效且有效沟通促进团队合作且将团队协作的精神通过标识语、布告栏等方式体现出来
Attends daily briefing with the FO leaders
参加前厅部经理主持的每日例会
SECURITY AND SAFETY 安全及消防
Supervise emergency situations in the case of fire, bomb alerts and floods, ensuring fire & safety procedures are followed
在紧急火警等情况下确保按安全消防程序正确惯例执行
Coordinates with Security in the investigation of irregularities
配合并协作安保部的调查工作
Will be responsible of the master key and spare room key
保管Master Key且确保客人退房归还房卡
Protect the belonging of the lounge assets
保护行政酒廊的财产
GUEST SATISFACTION 客人满意度
Ensures full knowledge of guest satisfaction surveys(Guest Book), initiate action plans and acts accordingly in order to meet and exceed our guests’ expectations
确保充分认识客人满意度调查的重要性(客人意见信),并有计划性的采取相应的行动及措施为可客人提供超出客人期望值的服务。
Build up relationship with our guests to encourage their feedback and return and to provide effective support to our team.
与客人建立友好关系,鼓励客人的给予反馈以便有效的支持团队的成长及进步。
Handles and follows up comments, inquiries and guest complaints from internal(IDR) and external customers(GIA) and ensures they are dealt with until full guest satisfaction is reached and exceeded
处理并跟进客人的意见及建议,通过外部客人IDR和内部客人GIA调查并总结客人的投诉,确保客人的投诉已成功解决且客人得到了满意的处理结果
OPERATING EFFICIENCY 工作效率
Ensures Pullman grooming and appearance standards are maintained throughout the department displaying a professional image to our guests
确保员工有良好的仪容仪表向客人展现专业标准的形象
Handles reservations inquiries in compliance without yield strategy, ensuring appropriate room allocations to our guests
查询预订检查房价是否正确且合乎酒店收益策略确保客人按要求被分配到正确房间
Welcomes and greets our guests and visitors and bids fond farewell to promote a climate of warmth and care.
热情的与客人打招呼尽可能地给予客人亲切的关怀
Encourages feedback and preference form our guests, updates and maintains guest history records enabling us to anticipate the needs of our guests
鼓励并建议客人给予反馈和提供客人的个人喜好信息更新和记录客人入住的历史记录,使我们能够更好的了解到客人的需求
Monitors Executive rooms status and future individual and group reservation, ensure allocations and any special requests are handled prior to guest arrival
行政楼层客人及预抵的散客或团队确保所有的特殊要求都在客人到店前安排准备完成
Co-ordinates alternative guests accommodation whenever necessary and follow up until guest is fully satisfied
帮助客人安排协调换房并跟进直到客人换到满意的房间为止
Attends meetings
开展例会
Compile information for guest history files and pass on to the Welcomers
编辑客史档案并给欢迎大使
Monitors the cleanliness and maintains the ambience of the Lounge at all times. The focus is on keeping the Lounge immaculate and perfect to give a food impression to every guest that visits the Lounge.
保持行政酒廊的清洁尤其确保用餐休息室的清洁给客人留下干净舒适的印象
ADMINISTRATION 管理
Monitor Weekly Duty Roster 管理安排部门排班
Update the Annual Leave Plan 更新年假休假计划
Monitor monthly project report 监管部门各项工作汇总报告
Update monthly lounge food &beverage cost report 更新汇总每月行政酒廊的餐饮成本估算
Reporting line 直属上司
Reports to the Front Office Manager前厅部经理
Profile 概述
Education / Professional experience 学历/专业经验
• Vocational diploma or degree in hospitality or F&B studies, at a hospitality studies management school or anyone with a significant experience in another customer service or reception position
持有酒店管理学校本专业院校酒店管理或餐饮本科或大专文凭或其他带有宾客服务和前台职位经验的
• Previous experience as a receptionist, Team Leader or Assistant Front Office Manager
之前有前台接待领班或者前厅部副经理工作经验的
• Computer literate (Windows environment), PMS, Hotix, Tars and an aptitude for new technologies
电脑技能 windows环境PMS, Hotix, Tars和适应新科技能力的
• Languages: fluent in the national language, Business English and a third language would be a plus
语言 熟练的母语商务英语并有可能使用第三门语言
Skills / Qualities 技能/资历
Pullman: a new service attitude centered on proximity, sociability and sharing experience.
铂尔曼:一个全新的服务理念,以亲近,亲切和分享体验为宗旨
Ensure all staff embody the same mindset by developing each individual's sense of curiosity,
通过发挥个人的好学精神确保所有员工都具有同样的铂尔曼精神Open-mindedness, interpersonal skills and sense of initiative.
思路开阔,个性开朗和积极向上• Sales oriented销售技能
• Good management skills良好的管理技术
• Team spirit团队精神
• Good listening and communication skills良好的倾听和交流技巧
• Self confidence自信
Excellent presentation优秀的外貌
About Pullman 关于铂尔曼 Launched in Paris, Pullman a new hotel brand for ACCOR, the international French Hotel Group.Pullman is a brand of international 5 star hotels and resorts dedicated to business travelers. Truly individual high-end hotels and resorts, each is designed to make life easier for women and men who are required to travel for their work. Pullman is oasis of calmness where guests can forget the stresses typically associated with business travel. Pullman is a new hotel brand with new attitude to travel. 雅高,来自法国的一家国际化酒店管理集团;铂尔曼,发起于巴黎,雅高旗下的新酒店品牌。铂尔曼是致力于服务商务旅行者的国际品牌五星级酒店。每一家铂尔曼酒店都设计为使人们商务旅行生活更加便捷的真正高端、独一无二的酒店和度假村。铂尔曼是特别能让商务旅行者忘记压力的静谧天堂。铂尔曼是诠释全新态度旅行的新酒店品牌。 Pullman Guiyang 贵阳铂尔曼大酒店Pullman Guiyang is located in the downtown of Guiyang city with convenient transportation, mere 10 minutes drive from the city centre and 15 minutes from airport. Connect to the large shopping and entertainment centre — Hongtong A Mall, it is an upscale hotel with 381 well-appointed guestrooms, the largest ballroom in the downtown of Guiyang city and various functional meeting rooms which equipped with the latest conference facilities, as well as a large indoor swimming pool, fitness center and SPA, creative and fashionable living style to assure you a whole new experience. Magnificent decoration, comfortable space, each guest room features the modern facilities with panoptic windows and of course natural light and panoramic views are given. Blending different food culture, you can experience captivating delicious dishes in our La Provence restaurant. With a unique outdoor garden, you will be stay away from the noise of the city, enjoying gourmet food in a peace and comfortable environment. 贵阳铂尔曼大酒店坐落于贵阳市主城区,距离市中心仅10分钟车程。紧连大型购物、餐饮及娱乐中心—鸿通城,交通便利,距离机场仅 15 分钟车程,是一个集住宿、商务、会议、休闲、餐饮于一体的城市高星级酒店。酒店拥有381间典雅舒适的客房,配备各种先进会议设施,拥有贵阳市主城区面积最大的宴会厅,以及各种功能性会议室,可承接各种大型会议及活动。酒店还有超大室内恒温游泳池、健身中心、SPA以及大型娱乐会所等休闲配置设施,让您轻松品味时尚生活,感受创新商务体验。贵阳铂尔曼大酒店装修高雅舒适、风格独特,客房现代气息浓郁,全落地观景窗让客房拥有最充分的自然光线以及最宽阔的视野。位于酒店五楼的普罗旺斯西餐厅融合各种饮食文化,为您呈现独一无二的味觉盛宴,独特的户外空中花园,让您闹中取静,在宁静清新的环境中尽享美食。“铂尔曼”是法国雅高酒店管理集团旗下的高端商务酒店品牌,专为满足商务旅行人士的需求而打造。 Interview Information酒店面试公告1. Time面试时间:Every Monday – Friday每周一至周五(法定节假日除外,Except Public Holiday) ,9:00am – 16:00pm2. Please prepare 面试前请准备:Please come for an interview with your resume, 1”color photo, original ID , relevant certificates.请您带上1张一寸近照、身份证原件、学历证书及相关岗位上岗证来店面试。3. Transportation交通:Sha Chong Road Station , and find the entrance besides the China Construction Bank to our hotel.沙冲路站下车,从中国建设银行旁进入酒店人力资源部面试Get off at the subway station of the railway station, cross No. 27 snack street and walk next to the China Construction Bank to enter the hotel human resources department for an interview.火车站地铁站下车,过27路小吃街走中国建设银行旁进入酒店人力资源部面试4. Interview Venue面试地点:Human Resources Office人力资源部办公室 Contact Us 联系我们酒店网址:http://www.pullmanguiyang.cn/地 址:贵阳市解放路100号邮 编:550007联系人:人才与文化部联系电话:0851-88666668-6202传真:0851-88666669邮 箱:HR@pullman-guiyang.com (请在来信的标题上注明所申请的职位,谢谢!)