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    职位:别墅经理/别墅首席管家/前厅副经理(管家)

  • 职位性质:全职
  • 工作地区:上海市
  • 招聘人数:1人
  • 学  历:大专
  • 工作经验:8年以上
  • 所 在 地:不限
  • 户 籍 地:不限
  • 提供食宿:提供食宿
  • 年龄要求:25-40
  • 计算机能力:良好
  • 语言要求:英语(精通)中国普通话(精通)
  • 国际联号工作经历:优先
  • 薪资待遇:1.2万-1.8万
  • 职位有效期:2020-07-03至2020-10-01

岗位职责/职位描述

ESSENTIAL DUTIES AND RESPONSIBILITIES  主要工作职责:

·           Under the general direction of the Rooms Manager. Butler Service and within the limits of established Aman Hotels &Resorts and local policies and procedures, Butler service is to offer the ultimate in hospitality by providing comprehensive and personalized service in the most exclusive and professional manner possible.

在房务部经理的总管下,私人管家服务是指严格按照安缦集团的制定服务标准和政策下, 尽最大可能为顾客提供个性化和独一的服务。


·           Ensure maximum guests satisfaction through personal recognition and prompt cordial attention from arrival through departure.

确保为客人提供从入住一直到退房个性化服务和关注,最大程度的满足宾客满意。


 

·           Ensure all Villa guest receive the benefits, Amanjunkies and other VIP’s receive special recognition and service.

确保别墅客人,安缦痴以及其它指定的特别关注客人获得特殊照顾和特殊礼遇。


·           Offer personalized service to all guests, especially VIP guests, including packing and unpacking service, laundry, wake up, shoes shining, F&B service, tour guide as examples.

为所有客人提供个性化服务,尤其是贵宾客人,其服务包括,行李打包/拆包,洗衣服 务,叫醒服务,擦鞋服务,餐饮服务,向导服务等。


·           Conduct itinerary for guest and ensure the itinerary has been arranged properly

为宾客制定行程表并持续跟进和落实到位。


·           Liaise with other departments and necessary outside contracts to ensure excellent service delivery

与其他部门以及酒店外合作商/供应商协作,确保完成优质服务的递送。


·           Follow up and ensure guest’s special request has been resolved properly. Such as reply email, tour & dinning arrangement, see doctor, shopping, show watching and rooms set up etc.

跟进和落实有特殊要求客人的安排和布置,如邮件答复,用餐,旅游安排,就医,购 物,演出观看,房间特殊布置等。


·           Working closely with Housekeeping, F&B and Concierge to assist guests with all special requests

与客房部,餐饮部,礼宾部协作以完成所有客人的特殊要求服务。


·            Track guest’s preferences to exceed their expectations upon future visits, maintains of efficient Amanjunkies Profile Note history system

跟踪和记录客人的喜好以超越客人的期望值,确保安缦痴的习惯和喜好都录入客人的资料档案中 


·           Handle guest’s complaints and refer them as necessary, follows up on corrective action

处理客人投诉或向上级反映情况如有需要,并跟进投诉直到客人满意


·           Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests

查看到店客人和贵宾客人信息,如房间安排,礼遇,特殊要求等情况


·           Participates in regular meetings to facilitate communications and smooth operations

参加部门列会,确保信息的传递和顺利的展开工作


·           Has full knowledge of hotel standards, especially Aman culture

掌握丰富的酒店服务标准尤其安缦酒店的文化特性


·           Maintain a thorough knowledge of guest room numbers and hotel layout

完全熟悉和掌握酒店的房间布局和房号安排


·           Maintain a thorough knowledge of other special amenities for Villa Guest, VIP Guests and Amanjunkies

完全熟悉和掌握别墅房间,贵宾以及安缦痴的特别礼遇标准


·           Respond to managers directions and collect and place items in guest rooms in a professional, efficient manner

负责落实管理层的决定,完成借用物品至客人房间并及时归还



 

 

·           Multi-skilled in other job positions within the Housekeeping, Front Office Department and Food & Beverage

掌握多方面的技能,如客房服务技能,前厅服务技能以及餐饮服务技能


·           Attends all staff training meetings as when directed by the managers

积极参加员工培训


·           Help staffs handle any health or safety hazards or any complaint or potential complaint and report to Rooms Manager

发现潜在的投诉或任何人身安全隐患并上报房务部经理

·           Maintain good relations with interfacing departments, particularly Front Desk, Concierge, kitchen and Food & Beverage Outlets

保持良好的合作关系,尤其是前台,礼宾,厨房和餐饮部


·           Responds to pick up/drop off service from/to Airport or train station for VIPs and Amanjunkies

负责陪同贵宾客人和安缦痴等接机/车站服务


·           Familiar with local tour attractions and knows how to introduce and explain to guest; Escorting Tour & Excursions for VIPs and Amanjunkies

非常熟悉本地的旅游景点并懂得如何向客人介绍以及导游讲解。为贵宾客人和安缦痴提 供导游服务  


·           Carry out Manager duties and responsibilities whenever is necessary or during non butler duty

履行经理的工作和职责,当没有被安排私人管家服务时


·           Butler is also needs to run the GA’s shifts i.e take the responsibilities of Morning/afternoon/evening shifts from GA during non assignment

当没有安排特殊照顾客人时,私人管家需替换到宾客助理相应的班次当中,即履行宾客 助理早班,中班,夜班的职责


·           Performs related duties and special projects assigned

履行管理层安排的其他职责


·           Ensures that all Front Office employees are familiar with the hotel’s products and services

确保所有前厅员工熟知酒店的产品知识和服务


·           Personally greeting guests and ensure guests are receiving the best possible service during check-in and check-out

亲自迎接并送别客人到店和离店并确保客人得到尽善尽美的服务


·           Establishes a rapport with guests and maintains good customer relationship

与客人建立并保持良好的关系


·           Maximizes employee productivity through the use of multi-skill, multi-tasking and flexible scheduling to meet the financial goals of the business as well as the expectations of the guests

通过员工综合技能的运用,综合作业的分派及灵活的工作时间安排,以优化员工的生产力,从而达到酒店经营的财务目标并满足客人的期望


·           Maximizes rooms’ sales and revenues for the hotel through appropriate yield management, up-selling and inventory management initiatives, working closely with the relevant Heads of Department and Front Office employees

 

 

 

 

酒店客房销售额和利润是通过合理的收益管理, 促销方式和资产管理, 同心工作的部门领导和前厅员工共同完成的熟知周边交通及设施信息,为客人提供专业的指引或介绍

·           Oversees the punctuality and appearance of all Front Office employees, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department’s grooming standards

监督前厅部所有员工的仪容仪表和守时情况,确保他们根据部门的仪容仪表的规范着装整齐并保持高标准的个人卫生及外表

·           Plans and implements effective training program for all Front Office employees in coordination with Rooms Manager

房务部经理的协助下给予前厅员工有计划和有效的培训

·           Attends training sessions and meetings as and when required

参加必要的培训和例会

·           Carries out any other reasonable duties and responsibilities as assigned

完成其他合理分配的职责和任务

·           Responsabillity for Roster of butler team

负责安排管家团队排班

·           Responsabillity for keeping good status of OE & FFEs which belongs to reception

负责维护日常设备状态良好

·           Responsabillity for making sure all the monthly FIN report is correct

负责确保每月财务报表正确