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【岗位职责】
1. 负责预定、总机及宾客服务团队的招聘、培训、排班，专项培训总机接线礼仪、应急处理话术、预定系统操作，提升团队专业能力。
Be responsible for the recruitment, training and scheduling of the reservation, switchboard and guest service teams. Conduct specialized training on switchboard etiquette, emergency response scripts and reservation system operation to enhance the team's professional capabilities.
2. 礼貌且高效地处理线上的（包括内部及外部）客人的投诉和建议，并跟进确保问题圆满解决，确保客人的满意度达到酒店的目标要求。
Handle online complaints and suggestions from guests (both internal and external) politely and efficiently, follow up to ensure satisfactory resolution of issues, and guarantee that guest satisfaction meets the hotel's target requirements.
3. 与外部相关政府职能部门、姐妹酒店及酒店内部其他部门保持良好的沟通和协作，共同推动酒店的发展。
Maintain good communication and collaboration with relevant external government functional departments, sister hotels, and other internal departments of the hotel to jointly promote the development of the hotel.
4. 通过员工综合技能的运用，综合工作的分派及灵活的工作时间安排，以优化工作流程，提升员工的工作效率。
By utilizing employees' comprehensive skills, coordinating work assignments, and arranging flexible working hours, the work processes can be optimized and employees' work efficiency can be improved.
5. 有处理突发事件的能力，能根据酒店相关标准及要求，快速处理突发事件。
Having the ability to handle emergencies, and being able to deal with them quickly in accordance with the relevant standards and requirements of the hotel.
6. 密切关注客户需求和市场动态，根据客人的反馈和需求调整、创新服务内容，提升客人的体验感。
Pay close attention to customer needs and market dynamics, adjust and innovate service content based on customers' feedback and demands, so as to enhance customers' sense of experience.
7. 监督并协助招聘筛选部门的所有员工，确保部门负责人遵守酒店的招聘原则，依据岗位相关要求来选择员工。
Supervise and assist all employees in the recruitment and screening department, ensuring that department heads abide by the hotel's recruitment principles and select employees in accordance with the relevant requirements of the positions.
8. 监督部门所有员工的按时出勤和仪容仪表，确保他们根据酒店的仪容仪表规范，着装整齐并保持高标准的个人卫生及形象。
Supervise the punctual attendance and appearance of all employees in the Front Office, ensuring that they are neatly dressed and maintain a high standard of personal hygiene and image in accordance with the hotel's grooming regulations.
9. 进行部门负责人的年度职业发展面谈，协助他们完成职业发展目标。确保他们同样对他们的员工进行绩效评估。
Conduct annual career development interviews with department heads, assist them in achieving their career development goals, and ensure that they also conduct performance evaluations for their employees.
10. 领导和激励团队，建立积极向上的工作氛围，提高员工的工作满意度和忠诚度；鼓励员工开拓创新的精神，并认可他们所作出的贡献。
Lead and motivate the team, foster a positive working atmosphere, enhance employees' job satisfaction and loyalty; encourage employees' pioneering and innovative spirit, and recognize their contributions.
11. 执行健康及安全法规、政策及程序。
Implement health and safety regulations, policies and procedures.
12. 执行酒店安全及紧急情况政策及程序。
Implement hotel safety and emergency policies and procedures.
13. 熟悉酒店安全、急救及消防紧急情况程序。
Be familiar with hotel safety, first aid and fire emergency procedures.
14. 确保员工充分的理解并遵守员工手册内容。
Ensure that employees fully understand and comply with the contents of the employee handbook.
【岗位要求】
1. 大学专科及以上学历。
College diploma or above.
2. 至少2-3年酒店相关岗位工作经验。
At least 2-3 years of relevant work experience in hotels.
3. 熟练使用电脑办公软件。
Proficiency in using computer office software.
4. 良好的中英文读写能力
Chinese and English reading and writing skills is good.
国际联号工作经历：优先语言能力：英语-良好计算机能力：熟练
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酒店业--国际高端酒店/5星级
100-499人
股份制企业
云品酒店·杭州即将开幕的云品酒店·杭州位于钱塘江南岸钱江世纪城核心区，紧邻钱江世纪公园、杭州奥体博览中心。酒店所在的台泥中国营运中心杭州公亮大楼（楼高45层），获得世界级LEED绿建筑认证及WELL健康建筑标准认证，是一座集绿色节能、智慧办公、休闲购物于一体的现代化大楼。云品酒店·杭州为云朗观光集团大陆的第一家酒店，以意大利的文化美学为设计主轴。云朗观光集团主要从事酒店事业的开发、加盟及委托经营相关业务，累积已达近四⼗年的连锁酒店经营基础，⽬前在台湾拥有一系列酒店品牌，包括「君品酒店」、「云品温泉酒店」、「翰品酒店」、「兆品酒店」、「品文旅」，及餐饮品牌「君品Collection」与精品旅宿平台「云品Collection」，旗下「台北君品酒店」的颐宫中餐厅，自2018年起连续八年蝉联米其林三星殊荣（2018-2025），是全球为数不多的三星中餐厅之一。同时，我们在意大利拥有多家饭店及庄园，包含「罗马大饭店（罗马）」、「云水之都（威尼斯）」、「翡冷翠百花宫(佛罗伦萨)」、「蓉庄（佛罗伦萨）」、「岚庄（温布里亚）」、「圣庄（皮埃蒙特）」等据点，其中「云水之都」馆内GLAM餐厅连年蝉联米其林二星，是威尼斯主岛星级最高的餐厅；皮埃蒙特圣庄的Locanda Sant'Uffizio亦为米其林二星；佛罗伦萨翡冷翠百花宫的Atto di Vito Mollica则拥有一星。云品酒店·杭州拥有190间客房分别以意大利代表城市罗马、佛罗伦萨、威尼斯及米兰的特色作为楼层主题，餐饮则有中餐厅、意大利餐厅、全日餐厅、大堂咖啡厅等，以及位于顶楼的露天酒吧，可一览钱塘江壮阔景色。酒店还提供了多功能会议室、宴会及户外宴会区、SPA芳疗服务、高空游泳池与运动休憩设施。酒店的设计灵感是从意大利文艺复兴溯源，探寻那段时光为世界留下的灵魂遗产。在东方“丝绸之府”，这是一家将意大利文艺复兴美学及精神携入钱塘江畔的文化艺术酒店。每间客房的设计独特且赏心悦目，以意大利历史文化的底蕴，佐以美学、思想、艺术和饮⾷的呈现，提供独一无⼆的沉浸式住宿体验。我们坚信『顶级的奢华』，是此刻能丰盈内心的体验，更是流进岁月的记忆。因此，我们将持续秉承 “以心为本”的服务准则，由心出发，为宾客打造沉浸式奢华体验。Situated in the heart of Qianjiang Century City on the south bank of the Qiantang River, the soon-to-open Fiore Della Cina Hangzhou is adjacent to the Qianjiang Century Park and the Hangzhou Olympic & International Expo Centre. The hotel is located within the TCC.C.F.Koo Building—a 45-story modern tower that has earned world-class LEED green building certification and WELL Health-Safety Rating certification. This integrated complex combines green energy efficiency, smart offices, and leisure shopping.Fiore Della Cina Hangzhou, LDC Hotels & Resorts' first hotel in Mainland, takes the cultural aesthetics of Italy as its central design theme. LDC Hotels & Resorts is primarily engaged in hotel development, franchising, and management operations. With nearly four decades of experience in chain hotel management, the Group has established a diverse portfolio of hotel brands in Taiwan, including “Palais de Chine,” “Fleur de Chine,” “Chateau de Chine,” “Maison De Chine,” and “Hotel Pin,” as well as the dining brand “Palais Collection” and the boutique hospitality platform “Fleur Collection.” There are extremely rare Michelin three-starred Chinese restaurants in the world, and Le Palais at Palais de Chine in Taipei has consecutively held this highest honor for eight years, from 2018 to 2025. All three of our Italian restaurant locations have been recognized with Michelin stars in 2026.In Italy, the Group operates multiple hotels and estates, with properties located in Rome, Venice, Florence, Umbria, and Piedmont, including “A.Roma Lifestyle Hotel (Rome),” “Palazzo Venart (Venice),” “Palazzo Portinari Salviati (Florence),” “Villa Ortaglia (Florence),” “Villa Monte Solare (Umbria),” and “Relais Sant’Uffizio (Piedmont).”It features 190 guest rooms, with floors themed around iconic Italian cities: Rome, Florence, Venice, and Milan. It features sophisticated dining venues including a Chinese restaurant, an Italian restaurant, an all-day dining outlet, and a lobby lounge. The rooftop open-air bar commands panoramic views of the majestic Qiantang River. It also offers multifunctional conference rooms, banquet and outdoor event spaces, a SPA and wellness service, a sky pool, and sports and leisure facilities. . GLAM, located in the “Palazzo Venart,” has retained its two Michelin stars for consecutive years and is the highest-rated restaurant on the main island of Venice. Locanda Sant'Uffizio in Piedmont’s Relais Sant’Uffizio also holds two Michelin stars, while Atto di Vito Mollica at the Palazzo Portinari Salviati in Florence has earned one star.The hotel's design inspiration traces back to the Italian Renaissance, exploring the enduring legacy of that era. In the East's "Home of Silk," this is a cultural and artistic hotel that brings the aesthetics and spirit of the Italian Renaissance to the banks of the Qiantang River. Each guest room is uniquely and delightfully designed, infused with the richness of Italian history and culture, and presented through aesthetics, philosophy, art, and cuisine, offering a one-of-a-kind immersive accommodation experience.We firmly believe that 'ultimate luxury' is an experience that enriches the present moment and becomes a memory that flows through time. Therefore, we remain committed to our "Heart-Driven" service philosophy, creating immersive luxury experiences for our guests from the heart.
