• 五险一金
• 带薪年假
• 技能培训
• 员工生日礼物
• 包吃包住
• 管理规范
• 岗位晋升
• 帅哥多
• 美女多

SCOPE:
岗位概述
To assist the
Front Office Manager in the operation of the Guest Service Department,
responsible for telephone and Personal Guest Service and coordinating guest
requests during the shift
协助前厅部经理管理部门，负责当班的员工正确提供电话服务及宾客服务并在当班时为客人提供优质服务。
 
RESPONSIBILITIES:
职责描述
 
·        Assist the Guest Service Center Manager in
supervising the Guest Services Department协助前厅部经理管理宾客服务中心
·        Responsible for prompt handling of all Personal
Guest Service requests during the shift  当班时迅速完成客人的要求
·        Ensure prompt, polite and accurate handling of all
telephone calls and messages
确保迅速地,有礼貌地和准确地处理所有的来电和留言
·        Be completely familiar with the hotel’s telephone
system and related functions,i.e. voice mail, paging system etc
完全熟悉饭店的电话系统和相关功能,例如:语音信箱, 传呼系统
·        Ensure that staff adhere to the hotel’s policies
and procedures when carrying out their duties确保员工工作时执行饭店的政策和程序
·        Be completely familiar with Fire Emergency
Procedures and Guest Services Department’s role in emergencies and ensure all
GSA’s knowledge of these procedures完全熟悉火警程序和紧急事件中服务中心的作用并确保所有服务中心员工也熟悉这些程序
·        Ensure that operating equipment is kept in good
working order
确保操作设备保持良好的工作状态
·        Ensure that the working area is kept clean and tidy
at all times 
确保每时每刻保持工作区域的干净和整洁
·        Identify VIP, SPG, regular guest and long staying
guest and build rapport to offer personalized service and assistance识别贵宾，喜达屋优先顾客，常规客人和长住客人并且亲善地提供个性化的服务和帮助
·        Responsible for prompt and accurate handling of
guest’s wake up calls
负责迅速准确地为客人提供叫醒服务
·        Coordinate work operations within the department
在部门内进行工作协调
·        Prevent and resolve grievances
避免和调解抱怨
·        Resolve disputes
解决争端
·        Discipline staff when necessary
必要时约束员工遵守纪律
·        Provide ongoing advice and support to staff under
your supervision
给予所管辖的员工以不断的建议和支持
·        Supervise staff performance
监督员工表现
·        Manage the delivery of high quality service to
guest
负责优质对客服务在工作中时刻体现
·        Deliver high quality service to guests
提供优质对客服务
·        Ensure guest needs and reasonable requests are met
确保顾客需求和合理要求被满足
·        Seek opportunities to continually improve guest
service
不断寻找机会提高对客服务水平
·        Take appropriate action to resolve guest complaints
采取合适的行为解决客人投诉
·        Promote the hotel and  Westin products and services
促销饭店与喜达屋的产品与服务
·        Maintain a high lever of product and service
knowledge in order to explain and sell services and facilities to guests
保持对产品与服务的高度了解以便于向客人解释和销售服务与设施
·        Log security incidents and accidents in accordance
with hotel requirements
依照饭店要求记录安全日志和事故记录
·        Abide by the Sheraton STAR service standards
保持维护所在工作区域的高度整洁
·        Implement
opportunities for quality Team
 Building.
在工作中遵循喜达屋明星对客服务标准
·        Ensure
that all associates comply with the grooming and uniform standards.
遵守饭店的工作政策及程序，遵守喜来登的商业行为规范以及员工手册中的条款。
 
 
KEY COMPETENCIES
主要技能
 
·        Good knowledge and very familiar with Guest
Services operation 
掌握服务中心工作知识并且十分熟悉本部门日常运行
·        Good knowledge of concerned communication equipment
熟练掌握设备知识
·        Good knowledge of console operation
熟练操作话务台，掌握各种功能 
·        Good English language skill
良好的英语能力
·        Good supervisory skill
良好的管理技能
·        Good communication skill
良好的沟通技巧
·        Be good at organize and problem solving
良好的组织以及解决问题的能力
·        Good finance knowledge
良好的财务知识

Embark on an expedition to one of China's purest lakes at the Sheraton Qiandao Lake Resort. Our ideal location will connect you to a land of lush mountains, crystal clear waters, and exotic caves. From the moment you arrive, you will be treated to gracious Chinese hospitality, thoughtful amenities, and an abundance of activities sure to ensure your stay is an unforgettable one. Find all the comforts of home in our 250 guest rooms and suites, each equipped with the plush Sheraton Sweet Sleeper™ Bed. Luxuriate in the spacious rainforest shower, and take in the views from your oversized private balcony. Soak up the beautiful scenery and breathe in the forest-fresh air while paddling in our scenic outdoor swimming pools, set amidst beautiful landscaped gardens. Pamper yourself with a visit to our Shine Spa, or recharge with a workout in our fully-equipped fitness center. Indulge in a culinary journey at our restaurants: Fishing, Yue, and Feast—where delicious and diverse menus offer everything from local organic fish to exquisite international delicacies. We're also the ideal venue for unforgettable conferences, events or weddings. With 10 function rooms encompassing 1,694 square meters and a skilled team of event professionals, we can help you plan the perfect event for 10 or 1,200 guests. We are looking forward to making you feel comfortable and connected at the Sheraton Qiandao Lake Resort.绿城千岛湖喜来登度假酒店位于素有“中国第一秀水”之称的千岛湖。入住此处可轻松前往葱郁苍翠的山岭、水光晶莹的湖泊以及鬼斧神工的溶洞。从您抵达的那一刻起，您即会享受到中国式的热情款待、体贴周到的设施以及丰富多彩的活动——所有一切定会给您留下毕生难忘的美好回忆。 来到酒店 250间客房及套房中尽享居家般的舒适与便利。每间客房均配有柔软舒适的喜来登甜梦之床（Sheraton Sweet Sleeper™）以及宽敞的热带雨林淋浴间，您可在超大的私人阳台上将周边美景尽收眼底。在风景优美的花园中呼吸来自森林的新鲜空气，一边欣赏碧波绿水的湖景，一边在室外泳池感受难以言喻的轻松惬意。还可到我们设施齐全的健身中心焕发活力，或在喜来登炫逸水疗中心放松身心。诚邀您前来我们的渔味轩、采悦轩和盛宴三家餐厅，尽情体验大快朵颐的美食之旅——从千岛湖有机鲜鱼到精选国际佳肴，丰富多样的美味选择定会让您唇齿留香。 我们拥有 10 间多功能厅，面积共达 1694 平米，可轻松容纳 10 至 1200 名来宾，是举办精彩难忘的会议、活动或婚礼的理想场所。我们训练有素的专业团队将尽心尽力确保您的所有活动取得圆满成功。 在绿城千岛湖喜来登度假酒店，您将获得完美舒适的享受和宾至如归的体验！