• 五险一金
• 节日礼物
• 技能培训
• 带薪年假
• 岗位晋升
• 免费三餐
• 住房补贴
• 管理规范
• 国际品牌
• 交通便利

Job Level 岗位级别：Manager 经理
Report To 汇报给：Front Office Manager 前厅经理
Position Overview 岗位概述：
1. 对前厅部，服务中心，总机以及相关系统的标准操作有全面的了解。
To have complete knowledge of the operational systems at Front Office, Service Centre/Telephone and any other related systems.
2. 对专业服务标准，酒店政策以及客人入住历史有所了解。
To have complete knowledge of hotel’s service standard, policies procedures and guest history.
3. 有条理性的经营前厅部，根据酒店的入住率安排人员调动以促使酒店稳定运作。
Ensuring smooth operation of the hotel and able to perform each tasks efficiently.
4. 识别员工培训需求以及需改进的服务态度。
Identifies staff training requirements and service improvement areas.
5. 监督并指导所有员工遵守酒店政策与服务程序。
Supervise and guide all staff to ensure that hotel’s policies and procedures are properly followed.
6. 创造一个积极向上的工作环境，促进团队合作的良好发展。
Creates a positive and highly motivated working environment that promotes and develops teamwork.
7. 有效利用通讯工具与渠道来传播正确讯息和工作流程。
Utilizes and develops communication tools as well as providing accurate information.
8. 积极地向客人获取反馈把该讯息通知相关部门并采取行动以满足客人需求。
Promptly and actively obtains feedback from guests and inform the relevant departments to perform the tasks efficiently to satisfy the guests.
9. 及时向各领导报告所有重要事件并采取有效的措施处理该事情以避免任何不必要的事故重演。
Promptly report all important cases to department’s head as well as taking action to avoid repetition of any incidents, accidents, theft and complaints. 

The Role 岗位职责：
了解所有上海建业里嘉佩乐酒店的政策以及服务程序。
Acquire hotel’s product knowledge and standard service procedures.
了解所有住店客人以及长租客人的喜好。
Memorize guests’ preferences
了解酒店产品知识，酒店房价，餐厅促销活动时段以及各餐厅娱乐设施的营业时间。
Acquire hotel’s product knowledge including restaurant operating hours, promotions or any local entertaining facilities.
向每位入住及离店客人都给予礼貌的问候。
Greet all the Arrivals/Departures with friendly attitude.
安排每日团体简短报告会议。
Conducts a briefing everyday.
需了解会议室的名称位置，记录当天活动安排详情。
Scheduled and note down daily group activities, names and locations of meeting/banquet rooms.
了解上海当地文化遗产信息。
Acquire the information about the local cultural heritage.
负责前厅部的所有保密讯息。
Be responsible to all information in front office department.
需根据嘉佩乐酒店的标准程序进行电脑系统的操作。
Access to computer systems according to established procedures and standards.
传达正确的酒店信息。
Provide callers with accurate information about hotel facilities, services and local amenities.
以友好态度处理客人的请求。
Accommodate and satisfy guest’s requests with kindly manner.
检查房间是否有异状。
Checks on status of room blocks and discrepancies.
合理的进行员工排班。
Schedule duty roster appropriately.
跟进所有入住以及离店信息。
Monitors and follow up on expected check in and check out.
向下个班次的值班经理报告与交代所有需注意的事项。
Reports any important information to the next shift.
确保夜间审核过程顺利地进行。
 Ensure the Night Audit process is carried out successfully.
值班经理有权涉及所有前厅员工与客人的沟通事宜。
He/she has the authorities in involving all matters are concerned with guests as well as hotel employees.
督察大堂以及酒店公共区域，必要时采取纠正措施。
Inspects the lobby, public areas and the heart of the house, taking corrective action whenever is needed.
检查与核实酒店“入住率差异报告”，并将任何不符合规定的通知前厅经理。
Checks and verifies the "Rate Variance Report" and informs the Front Office manager of any irregularities in rates accorded.
将出勤报告交给前厅部经理进行审核。
Ensures that no-show report is handed over to the Front Office manager to review on-show charges the next day.
确保所有相关报告打印，签字，归档都交代给下个班次的同事。
Ensures all relevant reports are printed and singed off, filed or handed over to next Shift.
-根据酒店的规定授权所有账单往来和支出。
Authorizes all rebates and paid-outs according to the limits set by Management.
确保客人以及员工的安全。
Ensures maximum safety of guests and employees during emergencies.
维护酒店利益是首要任务。
The protection of the hotel's interest must be major concern to him/her.
熟悉所有应急程序。
Familiar with available emergency procedures.
及时处理客人请求和投诉直到客人满意为止。
Handle guest complaints by following the procedures and ensuring guest satisfaction.
所有相关文件的信息内容都必须完整与准确。
Prepare and review written documents accurately and completely.
作为酒店中央通讯中心，协助处理紧急状况。
Assist in emergency situations as central communication center for hotel.
与他人保持积极正面的工作关系，用清晰专业的态度与人交流。
Develop and maintain positive working relationships with others.
倾听并适当的回应员工的担忧。
Listen and respond appropriately to the concerns of employees.
监督嘉佩乐图书馆的整体情况。
Monitor the condition of the library equipment are clean and organized.
了解部门运作对酒店发展的影响，并努力达到企业的目标。
Understands the impact of department’s operations on the financial goals and objectives and manages it well in order to achieve hotel’s goals.

Talent Profile 能力&技能需求
酒店管理大专毕业/有过专业化的训练
A college education or having professional training in the hospitality industry.
拥有一年以上担任前厅值班经理的工作经验
Minimum 1 year working experience as Manager Level in Front Office at luxury hotels.
能够流畅的使用英语进行对话
Fluent in a second language, preferably English.
良好的沟通能力
Good communication skills
拥有带领与激励员工的能力
Good leadership
熟练Word，Excel以及PowerPoint
Good at using Word, Excel, PowerPoint

Originally built in the 1930s by French real estate company Foncière et Immobilière de Chine, the Jian Ye Li estate located within the historical and cultural preservation zone of the Xuhui District is comprised of the ultra-luxury Capella Shanghai, Capella Residences and The Gallery, a retail destination for lifestyle brands. Sensitively restored for the affluent clientele, these “shikumen” buildings are a marriage of traditional Shanghainese and Western architectural styles which first appeared in the 1860s. Due to Shanghai’s rapid development, original “shikumen” houses are a rarity against the glistening skyscrapers and modern architecture. The Jian Ye Li estate is a showcase of Shanghai’s residential heritage featuring Chinese courtyard houses with Parisian flair. 坐落在徐汇区历史文化风貌保护区的建业里最初由法国地产商Foncière et Immobilière de Chine 于上世纪30年代建成，现在由超奢华的上海嘉佩乐酒店、嘉佩乐公寓和The Gallery（生活方式品牌的零售目的地）组成。这些“石库门”建筑经过精心修复，结合了传统的上海风格和西方的建筑风格（于19世纪60年代首现于上海）。随着上海的快速发展，越来越多的金碧辉煌的摩天大楼和现代建筑拔地而起，使得原始“石库门”住宅成为了“稀有珍品”。重塑后的建业里展现出将海派文化和巴黎风格相结合的上海住宅旧日风貌。Capella Shanghai, is the city’s all-villa urban resort with 55 villas complemented by the legendary Capella Living Room, the award-winning Capella Wellness, a French restaurant and intimate event venues. Capella Residences are fully functional with 40 apartments for the discerning clientele in search of ultra-luxury accommodation. The Gallery, which forms the facade of the Jian Ye Li estate, is a collection of niche retail lifestyle brands. 上海嘉佩乐酒店是全别墅式城市度假村，坐拥 55 栋别墅，并辅以传奇色彩的嘉佩乐客厅、备受赞誉的 嘉佩乐水疗中心、法式餐厅和私人活动场馆。嘉佩乐公寓于为寻找超奢华住宅的眼光独到的客户带来40套公寓。The Gallery 则是建业里的“门面”，这里聚集了众多精品零售品牌。The Hotel keeps close cooperation with Mr. Pierre Gagnaire whose 16 famous restaurants all over the world have received numerous awards. The Hotel restaurant le Comptoir de Pierre Gagnaire is Mr. Pierre Gagnaire's first restaurant in mainland China and conferred one star in seven years consecutively in Michelin Guide Shanghai.酒店与Pierre Gagnaire先生紧密合作，他旗下遍布全球的16家著名餐厅已经获得诸多殊荣。酒店餐厅le Comptoir de Pierre Gagnaire是Pierre Gagnaire先生在中国大陆的第一家餐厅并连续七年荣膺上海《米其林指南》一星食府。ABOUT CAPELLA HOTEL GROUPCapella Hotel Group is a leading hospitality management companyspecialising in luxury hotels, resorts, and serviced residences. Based inSingapore, the rapidly expanding group has two brands under its portfolio andproperties across eight destinations. The award-winning Capella Hotels andResorts is renowned for its service excellence, crafted luxury design andimmersive experiences celebrating the locale, while Patina Hotels & Resortsis the group’s transformative luxury brand pioneering a fresh perspective inluxury hospitality.For more information visitwww.capellahotelgroup.com.关于嘉佩乐酒店集团嘉佩乐酒店集团是全球领先的酒店管理公司，涵盖奢华酒店和度假村及服务公寓。集团总部位于新加坡，积极拓展全球版图，旗下拥有两个奢华酒店品牌——嘉佩乐和柏典，目前旗下酒店和度假村及服务公寓项目遍及全球目的地。屡获殊荣的嘉佩乐酒店及度假村凭借细致入微的匠心服务、标新领异的设计理念以及远见卓识的文化呈现而享誉全球。柏典酒店及度假村则是倡导超前革新奢华旅行概念的品牌，为寻找重塑和创新、尊崇可持续发展理念的新时代旅行者特别设计。嘉佩乐酒店及度假村荣获 Travel + Leisure 杂志美国版 2023 、 2024及2025 年度世界旅行奖全球最佳酒店品牌的殊荣。 更多详情，敬请登录 www.capellahotelgroup.comABOUT CAPELLA HOTELS AND RESORTSThe Capella Hotels and Resorts constellation consists of propertieslocated in Singapore, Sydney, Ubud, Bangkok, Hanoi, Taipei, Macau, Shanghai, andHainan. Future openings include exciting destinations such as Kyoto, Riyadh,Nanjing and Shenzhen. The exceptional hospitality brand, taking its name fromthe brightest star of the Auriga constellation, shines a spotlight on localheritage, culture and community whilst crafting authentic guest experienceswith the highest level of personalised service and combining a legacy ofthoughtful design. Capella was named Best Hotel Brand in Travel + Leisure’s“World’s Best Awards” in 2023 and 2024. Capella Bangkok and Capella Singaporeearned the distinction of being included in The World’s 50 Best Hotels in 2023, 2024 and 2025. Capella Bangkok was named The World’s Best Hotel and Asia’s BestHotel in 2024, with Côte by Mauro Colagreco elevated to Two MICHELIN Stars for2025. Capella Hotels and Resorts is a member of GHA DISCOVERY, a multi-brandloyalty programme representing a collection of 40 independent hotel brands over100 countries worldwide.For more information,visit www.capellahotels.com.Instagram @capellahotels | Linkedin @capellahotels关于嘉佩乐酒店及度假村嘉佩乐酒店及度假村旗下目前拥有位于新加坡、乌布、曼谷、河内、悉尼、台北、澳门、上海、海南土福湾等目的地的奢华度假酒店。计划即将于南京、深圳、京都、利雅得等目的地陆续璀璨揭幕新酒店。秉承卓越的嘉佩乐品牌专注于为宾客打造地道本真的文化体验，将精心设计的传奇建筑与细致周到的温暖匠心服务融为一体。嘉佩乐酒店及度假村荣获 Travel + Leisure 杂志美国版  2023 、 2024及2025 年度世界旅行奖全球最佳酒店品牌的殊荣。曼谷嘉佩乐酒店荣登 2023 年度全球 50 佳酒店全球榜单及亚洲榜单的桂冠，Côte by Mauro Colagreco 餐厅摘得了2025 泰国米其林餐厅指南二星荣誉。嘉佩乐酒店及度假村是全球酒店联盟DISCOVERY的成员之一，其宾客忠诚计划覆盖全球超过 100 个国家的 40 家奢华酒店品牌。 更多详情，敬请登录 www.capellahotels.com.cn 品牌官方微信公众号：嘉佩乐酒店及度假村 品牌官方小红书：嘉佩乐酒店