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RESPONSIBILITIES职责:
1. To be familiar with Hotel’s policies & procedures.
2. To report to work on time, uniform to be clean & tidy, including name tag. Personal appearance and grooming conform the Brand Service Standards
3. To attend the required meetings and trainings on time
4. Knowing the names and positions of the hotel’s management and their respective extensions
5. To be familiar with all hotel’s facilities and restaurants
6. To be aware of the promotions in the hotel’s restaurants
7. Awareness of the daily events in the hotel
8. Familiarity with the city attractions and restaurants
9. Knowledge of the events in the city
10. Being able to use the “Pro Concierge” system for updated city information, Itineraries and addresses.
11. To handle all internal and external phone calls according to the telephone Etiquette
12. To ensure the reception desk is clean at all times
13. Cleanliness and follow up on the maintenance of the equipment in the Reception Counter and Concierge Lounge
14. Ensure the Reception Counter is fully stocked and otherwise make the necessary orders
15. Open, honest and clear communication with the team members
16. Daily service values to be discussed and trained in shift handover
17. Conduct shift handover prior and after the shift to ensure all information is up-to date. Make notes in the daily log book for information and awareness among all shifts/team members
18. Communicate and check awareness of daily specials/events among the Guest Service Agents
19. To verify the familiarity with the hotel’s facilities and events among the team
20. To check the grooming and appearance of the team members and correct when necessary
21. Manage and provide direction for the Guest Service Agents on the Shift
22. Familiarity with the GSA Checklist for the AM, PM and Night shift
23. To review the Standard Operating Procedures of the team and ensure these are followed accordingly
24. Ensure all hotel policies are followed by the team
25. To supervise the team and coach/train them to achieve the highest quality of knowledge and service
26. Recognition of excellent performance by team members
27. To be conversant with the OnQ system
28. To use your OnQ password with discretion; log off the terminal when leaving The Reception Counter
29. Awareness of the different room categories and the room features
30. To be aware of the room availability, the room rates and special packages
31. Conscious of guest’s preferences and needs
32. Preparation of the room assignment according to the partiality of the guest
33. Try to generate more revenue by up selling to an higher room category
34. Communication of guest’s preferences to the related sections and Departments; Butler Team, Guest Service Center, Housekeeping Department and Food and Beverage department
35. Ensure the arrangement of Daily Show rooms – assign showrooms 1 day in advance
36. Clear and proper communication with the Housekeeping team about the room status/effective room control
37. Check on the Room discrepancy and follow up with Housekeeping before handing over to the Duty Manager team
38. Follow up on the trace report and ensure all traces are closed when finishing the shift
39. Ensuring a smooth check in procedure according to the Brand Service Standards
40. Actively communication with the guest to obtain feedback on product and service quality/satisfaction
41. Constantly strive to improve the services for the guests and bring up/discuss ideas for improvement with the Chief Receptionist
42. All guest’s to be escorted to the room with explanation of in room facilities to be given. When the Guest Relations Officer or Bellman is not available; the Guest Service Agent has to escort the guest (ensure the reception counter is occupied)
43. Inform the Butler team for guest’s arrival in the WA New Building and ensure the guest is escorted to the WA Club (Butler) after check in
44. Attentive to guest’s inquiries and requests at all times
45. To be familiar with the HHonors program and enroll the non HHonors members
46. To follow up the local PSB standard policy & procedure; Ensure all passports Are scanned and recorded correctly in the PSB system.
47. Assist with guest comments/complaints and handle promptly and efficiently; taking the necessary action. Informing the Duty Manager/Guest Relations Manager to follow up where appropriately.
48. To handle foreign exchange according to the established rates and hotel policy.
49. The Credit Policy to be strictly followed
50. Ensure the “Credit Check” is done at each shift and proper follow up is done
51. To communicate the transportation arrangements for the guests with the Concierge team
52. To make sure all miscellaneous charges are posted to the correct rooms and promptly processed
53. To ensure the guest’s information bill is accurate; all the correspondence should be available for the guest’s reference
54. The check out procedure has to be personalized, efficient and according to the Brand Service Standards.
55. All guests must be given a farewell by escorting them to the main entrance until they have left the hotel’s premises
56. Ensure all Guest Service Agents have closed their cashier at the end of each shift and no shortage of cash flow
57. Inform Chief Receptionist (in her absence the Front Office Manager) immediately when shortage of cash flow
58. Awareness of the “system down” procedures when the OnQ system is not responding
59. To perform any other duties that may be assigned by superior – Chief Receptionist
SPECIFICATION:
1. Minimum 2 year experience in a similar position in a comparable hotel. Front Office knowledge is an advantage
2. Fluent in English/Mandarin spoken/written
3. Well presented, smart and outgoing personality
4. Good communication skills
5. Good leadership and training skills
6. Knowledge of the OnQ system or different PMS is an advantage
7. Ability to maintain a strong presence in the front of house
灵感的归属. 不止于驻足.Never Just Stay. Stay Inspired. 杭州康莱德酒店位于钱江新城地标性建筑-来福士广场中心,是希尔顿集团旗下奢华品牌。由荷兰著名建筑公司 UN Studio打造的杭州康莱德酒店将为钱江新城注入快速发展的新鲜活力。Conveniently located inside Qian Jiang’s Raffles City Complex, Conrad Hangzhou is poised to be the newest luxury hotel in Hangzhou. Designed by renowned Dutch Architect ‘UN Studio’, the hotel is a true landmark building in Hangzhou’s fast growing Central Business District.酒店拥有306间房间,其中包含25间套房, 房间内钱江新城的俊美以及西湖的柔情尽收眼底。除此之外,客人还可以在酒店4间不同特色的餐厅以及大堂吧中体验无与伦比的当地美食、精致的下午茶以及极具特色的日餐。室内游泳池以及奢华的水疗服务将为你带来一段令人难忘的身心放松之旅。Featuring 306 guest rooms, including 25 suites, the hotel will provide panoramic views over Hangzhou, Qian Jiang River and the famous Westlake. In addition, guests may enjoy local delicacies, an inspiring afternoon tea or refined Japanese dishes in one of the hotel’s four restaurants or bars. An indoor pool, health club and luxurious Spa will ensure an even more relaxing stay.在酒店的9楼以及10楼,有一系列世界级会议设施可用于公司活动、董事会会议、社交聚会和婚礼。这些设施包括800平方米的总会厅以及大小在50平方米到200平方米之间的8间辅助会议室。On levels 9 and 10, an array of world-class meeting facilities is available for corporate events, board meetings, social gatherings and weddings. These facilities include a 800sqm ballroom and eight ancillary meeting rooms varying between 50sqm to 200sqm in size.交通信息:Transportation:Railway Route Hangzhou Metro Line 4:Please get off the Jiang Jin Station through Exit-B1杭州地铁4号线:江锦路站B1出口Address:228 Xinye Road, Raffles City Hangzhou, Shangcheng District, Hangzhou 310016, PRC地址:浙江省杭州市上城区新业路228号来福士广场T2温馨提示:1.通过最佳东方投递简历后请耐心等待回复,无须邮件再次发送;2.通过发送简历到邮箱:Conradhangzhou_Recruitment@hilton.com