• 包吃包住
• 人性化管理
• 领导好
• 管理规范
• 岗位晋升
• 技能培训
• 劳保
• 五险一金

DUTIES AND RESPONSIBILITIES职责和义务
1.      Have knowledge of hotel and its services including hours of operations for all departments’ involved, surrounding areas, local information, local attraction and other additional information. Has a thorough knowledge of guestrooms including: locations, views, amenities, features, types, etc.
了解酒店及其服务，包括营业点营业时间，周边环境，本地信息，本地旅游景点及其它相关信息。 了解包括位置，景色，客用品，特征，类型在内的客房知识。
2.      Offer the hotel guests the best possible service through courteous and proper use of
telephone etiquette.
为酒店客人提供最优质的，彬彬有礼的服务。
3.      Be an ambassador of the hotel by promoting the hotel rooms, restaurant, lounge, gift shops, etc.
积极推销酒店客房，餐厅，酒吧，礼品店等产品。
4.      Understand the various payment options and procedures of Room Service.
掌握送餐服务的各种结账方式与操作程序。
5.      Be able to give accurate directions and information regarding the immediate and metro area.
能够提供准确无误地指引和信息。
6.      Handle all emergencies procedures according to established procedures.
根据既定方案处理紧急程序。
7.      Ensure all customer complaints are recorded in the Incident Report immediately and handles all complaints in a professional manner.
确保所有客人的投诉及时记录到事故报告并准确交接。
8.      Ensure all guests experiencing a problem receive an immediate response along with satisfactory resolution, any promised compensation is delivered and all guests receive appropriate follow up in a timely and professional manner.
确保所有客人遇到的问题均得到合适的答复。所有承诺的赔偿与跟进，均以专业的方式妥善处理。
9.      Has a thorough knowledge of Food & Beverage including: In room Dinning Menu, all restaurant Menu, hotel wine list and all condiment and ingredient of food.
熟练掌握酒店餐厅，送餐部，酒水菜单，调味品及食物成分。
10.    Prepare wake-up call sheets; record the guest’s name and room number under the wake up time requested. Repeat this information to the guest to ensure proper handling of wake up calls in the morning.
准备叫醒服务的登记表，接到客人来电要求叫醒服务时客人姓名，房号，叫醒时间。跟客人重复确认以上信息，确保服务的准确。
11.    Review Incident Report and keep follow up if necessary.
回顾事故报告，必要时继续跟进。
12.    Update the information book/follow up book, in which all essential information and of
Importance to all shifts is recorded.
更新预订&服务中心信息/交接本，确保本班次重要信息均已记录。
13.    Maintain good working relations with Housekeeping, Room Service and all Kitchens. Promptly inform about guests’ special request of the food to Room Service and relevant Kitchen.
与客房部，送餐部，各个厨房保持良好关系。准确地将客人特殊要求传达给送餐部及相关厨房。
14.    Take personal responsibility for guest requests, follow up with relevant department to ensure the request has been acted and guest was satisfied.
与相关部门紧密跟进处理客人要求确保客人满意度。
15.    Report any unusual occurrences to the shift leader/supervisor, Manager, and Front Office Manager.
任何异常情况，汇报给领班，主管，经理及前厅部经理。

JOB SPECIFICATION工作要求
1. College level education.
大专或以上。
2. Has experience is preferred.
有工作经验的优先考虑。
3. Verbal facility.
口头表达能力强。
4. Well-modulated voice and good diction.
动听的嗓音和良好的听写。

中央社会主义学院是民主党派和无党派人士的联合党校，是统一战线性质的高等政治学院，是中国共产党统一战线工作的重要部门。文华大厦隶属于中央社会主义学院，于2005年建成投入使用，是一家以接待会议培训、旅游团队和散客为主的高星级酒店。承担着为统一战线干部培训教育的服务工作。 文华大厦座落于北京市海淀区中关村南大街民族学院南路，建筑面积16800平方米，地上十六层，地下一层。大厦地处中关村高科技园区，南邻风光秀丽的紫竹院公园和首都图书馆，北依著名的皇家园林颐和园和园明园风景区，环境优雅、舒适、安全，同时兼具良好的人文环境。是宾客旅游度假、会议及商务活动的理想下榻之地。