Guests Experience Assistant Manager 宾客体验副经理

ESSENTIAL FUNCTIONS 主要职责
Manage the Lobby、Front
Desk and all MAHA butlers, ensuring a positive and safe work environment.
Ensure all guests receive the highest level of service and handle all inquiries
in an efficient, courteous, and professional manner to achieve maximum
satisfaction while complying with all MAHA’s policies.
管理大堂前台及MAHA服务管家确保积极安全的工作环境。 确保所有住户得到高水平的服务并以高效、礼貌和专业的方式处理所有询问以达到满意度同时遵守所有缦合的政策。
1. Handle all guest interaction with the hospitality and professionalism, accommodating special
requests whenever possible; resolve residents’ complaints; assist residents in
all inquiries in connection with Maha Club & Residences services, in-house
events, directions, and local attractions.
以热情和专业的态度处理所有与客人的互动尽可能满足特殊要求; 解决客人投诉; 协助客人解答所有与缦合俱乐部及住宅的服务、内部活动、方向和当地景点有关的问题。
2. Work harmoniously and professionally
with co-workers and supervisors.
与同事和主管和谐、专业地工作。
3. Handle a multi-phone line system,
answering calls in a professional manner in accordance with established
policies.
处理多电话线路系统按照既定的政策以专业的方式接听来电。
4. Welcome homeowners, residents and
visitors on behalf of the residences, tracing and make records of residents
’special requests in guest profile for guest recognitions.
代表公寓迎送公寓业主、住户及客人处理主要事件及记录特别业主、值得注意之公寓住户的有关事项。
5. Handling residents’ house account in
policy and procedures and assists to settle all guests payments and other guest
requests.
处理关于客人结帐时之问题及其他询问。
6. Record all the privileges of the
residents in terms of following MAHA Standards and provide them with a
convenient and smooth living experience.
记录好公寓住户所有尊享礼遇并为住户提供便捷顺畅的居住体验。
7. Be able to escort residents to their
unit by providing room check in and room orientation services.
迎接及带领公寓住户到他们的房间产介绍房间设施。
8. Make a memo/living log for special
requests residents if necessary.
做特殊需要关照客人的在住及离店记录。
9. At the end of the month, summarize
residents’ complaints and feedbacks and report to the upper level of management
team.
月底将当月客人投诉及反馈问题统计汇总并上报总办。
10. Manage executive butlers;
including standards testing, training, and scheduling. Monitor and control
labor and expenses.
综合管理人员 包括标准测试、培训和日程安排。监督和控制人工和费用。
11. Team player, work closely with
all related department to ensure high quality of service delivered to all the
residents.
具有团队精神与所有相关部门紧密合作确保为所有公寓住户提供高质量的服务。
NON-ESSENTIAL FUNCTIONS其它职责
1. All information should be in
confidential.
所有信息须保密。
2. Set up good relationship
with all the department, and keep smooth working
与各部门建立良好合作关系和团队精神使工作顺利进行。
3. Ensures high standards of
personal presentation and grooming.
确保保持高标准的个人形象和仪容仪表。
4. Reads the Employee Handbook
and have an understanding of and adhere to the residence's rules and
regulations and in particular, the policies and procedures relating to fire,
hygiene, health and safety.
了解员工手册内容严格执行公寓的规章制度尤其是有关消防卫生健康与安全的政策和程序。
5. Carries out any other reasonable
duties and responsibilities as assigned by superior manager.
完成上级领导分配的其他合理的职责和任务。
KNOWLEDGE AND SKILLS任职要求
Education 教育水平
-College graduate or Certificate in Hotel
Management.
大学毕业文凭或酒店管理毕业证书
Experience 工作经验
-Minimum two years in current role or has a
minimum of four years’ experience in residences front office management
position.
至少在当前职位有两年经验; 或是有至少四年公寓前台管理的经验。
-Ability to read, write and speak English.
Good Communications skills and Computer skill.
英语听说读写能力及良好的交流沟通能力和电脑操作水平
-Being calm and patient and be of service
passion. Team player. Being fair and responsible. Be passion and love working.
冷静耐心具备服务热情。有强烈的事业心与责任心具备团队精神秉公办事。