Job Description 職位簡介 Assist Guest Service Manager in the operation of Guest Service Department. to achieve the standards of Ascott. 協助前廳部經理管理前廳部日常運作，使之達到雅詩閣的標準要求。 Major Responsibility 主要工作職責 ? Ensure the full implementation of Guest Service and crisis management policies and procedures formulated by Ascott Limited, as well as doing necessary supplement and completion according to the actual situation of the property. 確保雅詩閣所制定的前廳部及危機管理政策及程序完全落實并結合本物業的實際情況進行必要的補充 及完善。 ? Responsible for supervision the daily check-in, check-out, reservation,guest complaints and greeting work done by Guest Service staffs. 負責對前廳部員工處理日常的入住，退房，預定，處理客訴及接待工作進行監管。 ? Assist to organize, coordinate, arrange and implement VIP reception with other departments to ensure VIP customers get pleasant experience. 協助組織協調安排、執行落實 VIP 接待工作，確保 VIP 客戶能得到舒適和愉悅的入住體驗。 ? Review arrival information on a daily basis, VIPs, regular guests, ASR members, long stay guests, groups, special requests etc. Follow up with relevant department. 每日上崗前查看當日貴賓、常規客人、雅星會會員、長住客、團隊客人以及有特別要求的客戶，并通 知有關部門。 ? Be aware of all establishment credit policies and procedures. 清楚知道集團的信用政策與程序。 ? Ensure the Guest Service staff present a professional image of companies and individuals in their daily work and excellent customer service. 確保前廳部員工在日常工作及對客服務中體現良好的公司和個人專業形象。 ? Assist Guest Service Manager to manage ASR program and provide follow up services to customers from each sales channel. 協助前廳部經理管理雅星會計劃以及各個銷售渠道的服務對接。 ? Maintain a high level of product and service knowledge in order to explain or sell services and facilities to guests. 保持高水平的產品和服務的知識, 以便向客人解釋或銷售服務和設施。 ? Maintain the good communication and coordination with all internal and external partners at all times. 隨時與物業內外所有相關方保持良好溝通和協調。 ? Efficiently, promptly, courteously and timely deal with guest requirements, inquiries and complaints. Promptly report to superiors if necessary. 高效、快速、禮貌和及時處理客戶的要求、詢問和投訴。如有需要，及時向上級匯報。 ? Ensure all reporting and servicing deadlines are met on a timely basis. 確保所有報告和服務都按時完成。 ? Assist GSM in cost control, resources allocation, operating cost reduction. Assist to develop and implement the department's budget, ensure all accounts are accurate and closed within the safe account period. Assist in department CAPAX management. 協助前廳部經理進行成本管理，合理調配資源，降低運營成本。協助制定和執行本部門的財政預算, 及 時有效的跟進處理所有賬目，確保賬目的準確和在安全賬期間內結算。同時協助部門固定資產管理。 ? Assist to conduct sales activities, including but not limited to Up Selling, Walk-in, ASR and property accessories. 協助進行銷售活動，包括但不僅限于 Up Selling、Walk-in、雅星會會員招募以及物業周邊產品。 ? Be familiar with and strictly abide by the local government's personnel information registration system for public security administration and Exit and Entry Administration, so as to timely and accurately report information as required. 熟悉并嚴格遵守地方政府對治安管理、出入境管理的人員信息登記制度，做到及時、準確按要求上報 信息。 ? Assist to plan, execute and carry out effective guest activities or support other activities according to the brand attributes, including but not limited to Brand 360, Ascott Care and other event themes. 協助團隊依照所屬品牌屬性積極計劃、執行開展有效的住客活動或支持其他活動，包括但不僅限于品 牌 360、雅詩閣關懷等活動主題。 ? Assist to manage Guest Service department staff, including recruitment, selection, training, evaluation and motivation, to improve the overall quality and service level of the team.. 協助管理前廳部員工，包括招聘、選拔、培訓、評估和激勵等，以提高團隊的整體素質和服務水平。 ? Ensure a high level of cleaning is maintained in work area. 保持維護所在工作區域的高度整潔。 ? Conduct regular training sessions for the Guest Service team to enhance their skills and knowledge. 定期為前廳團隊進行培訓，以提高員工的技能和知識。 ? Work as property Manager On Duty (MOD) per plan. 按排班擔任物業值班經理。 ? Assist to implement all Ascott audit processes. 協助落實雅詩閣所有審計流程。 ? Ensure compliance with Ascott and related policies, procedures and standards. 確保并遵守雅詩閣相關的政策、程序和標準。 ? In compliance with the Ascott Group's Environmental Health and Safety (EHS) guidelines and policies, pay attention to energy conservation and the safe operation in daily work, responsible for the risk management within the scope of his own position. 遵守雅詩閣集團的環境健康安全(EHS)方針政策，日常工作中注意節能和安全操作，對本崗位風險管 理事件負責。 ? Any other tasks assigned by supervisor. 完成上級交辦的其他工作。 Requirements 資質需求 ? Hold a degree or higher qualification in hotel management, tourism, or a language-related field. 擁有酒店管理、旅游或語言相關領域的學位或以上學歷。 ? Possess over 4 years of management experience in the Front Office of serviced apartments or starred hotels. 在服務公寓或星級酒店前廳擁有 4 年以上的管理經驗。 ? Maintain a professional appearance and have a thorough understanding of Front Office workflows. 保持專業形象，并全面了解前廳工作流程。 ? Good communication skills, good command of spoken and written English/Japanese/Korean. 良好的溝通能力，具備良好的英語/日語/韓語能力。 ? Proficient in hotel management software and computer systems. 熟練使用酒店管理軟件和計算機系統。 ? Good leadership and problem-solving abilities. 良好的領導力和解決問題的能力。 ? Have good understanding of entry-exit basic knowledge. 具有良好的出入境登記常識。 ? Willingness to work flexible shifts. 愿意接受靈活的工作時間安排。 ? Ability to work under pressure and handle emergencies effectively. 能夠在壓力下工作并有效地處理緊急情況