Job Description 职位简介
Assist Guest Service Manager in the operation of Guest Service Department. to achieve the standards
of Ascott.
协助前厅部经理管理前厅部日常运作，使之达到雅诗阁的标准要求。
Major Responsibility 主要工作职责
• 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.
确保雅诗阁所制定的前厅部及危机管理政策及程序完全落实并结合本物业的实际情况进行必要的补充
及完善。
• Responsible for supervision the daily check-in, check-out, reservation,guest complaints and greeting
work done by Guest Service staffs.
负责对前厅部员工处理日常的入住，退房，预定，处理客诉及接待工作进行监管。
• Assist to organize, coordinate, arrange and implement VIP reception with other departments to
ensure VIP customers get pleasant experience.
协助组织协调安排、执行落实 VIP 接待工作，确保 VIP 客户能得到舒适和愉悦的入住体验。
• Review arrival information on a daily basis, VIPs, regular guests, ASR members, long stay guests,
groups, special requests etc. Follow up with relevant department.
每日上岗前查看当日贵宾、常规客人、雅星会会员、长住客、团队客人以及有特别要求的客户，并通
知有关部门。
• Be aware of all establishment credit policies and procedures.
清楚知道集团的信用政策与程序。
• Ensure the Guest Service staff present a professional image of companies and individuals in their
daily work and excellent customer service.
确保前厅部员工在日常工作及对客服务中体现良好的公司和个人专业形象。
• Assist Guest Service Manager to manage ASR program and provide follow up services to customers
from each sales channel.
协助前厅部经理管理雅星会计划以及各个销售渠道的服务对接。
• Maintain a high level of product and service knowledge in order to explain or sell services and
facilities to guests.
保持高水平的产品和服务的知识, 以便向客人解释或销售服务和设施。
• Maintain the good communication and coordination with all internal and external partners at all
times.
随时与物业内外所有相关方保持良好沟通和协调。
• Efficiently, promptly, courteously and timely deal with guest requirements, inquiries and complaints.
Promptly report to superiors if necessary.
高效、快速、礼貌和及时处理客户的要求、询问和投诉。如有需要，及时向上级汇报。
• Ensure all reporting and servicing deadlines are met on a timely basis.
确保所有报告和服务都按时完成。
• 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.
协助前厅部经理进行成本管理，合理调配资源，降低运营成本。协助制定和执行本部门的财政预算, 及
时有效的跟进处理所有账目，确保账目的准确和在安全账期间内结算。同时协助部门固定资产管理。
• Assist to conduct sales activities, including but not limited to Up Selling, Walk-in, ASR and property
accessories.
协助进行销售活动，包括但不仅限于 Up Selling、Walk-in、雅星会会员招募以及物业周边产品。
• 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.
熟悉并严格遵守地方政府对治安管理、出入境管理的人员信息登记制度，做到及时、准确按要求上报
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.
协助团队依照所属品牌属性积极计划、执行开展有效的住客活动或支持其他活动，包括但不仅限于品
牌 360、雅诗阁关怀等活动主题。
• 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..
协助管理前厅部员工，包括招聘、选拔、培训、评估和激励等，以提高团队的整体素质和服务水平。
• Ensure a high level of cleaning is maintained in work area.
保持维护所在工作区域的高度整洁。
• Conduct regular training sessions for the Guest Service team to enhance their skills and knowledge.
定期为前厅团队进行培训，以提高员工的技能和知识。
• Work as property Manager On Duty (MOD) per plan.
按排班担任物业值班经理。
• Assist to implement all Ascott audit processes.
协助落实雅诗阁所有审计流程。
• Ensure compliance with Ascott and related policies, procedures and standards.
确保并遵守雅诗阁相关的政策、程序和标准。
• 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.
遵守雅诗阁集团的环境健康安全(EHS)方针政策，日常工作中注意节能和安全操作，对本岗位风险管
理事件负责。
• Any other tasks assigned by supervisor.
完成上级交办的其他工作。
Requirements 资质需求
• Hold a degree or higher qualification in hotel management, tourism, or a language-related field.
拥有酒店管理、旅游或语言相关领域的学位或以上学历。
• Possess over 4 years of management experience in the Front Office of serviced apartments or
starred hotels.
在服务公寓或星级酒店前厅拥有 4 年以上的管理经验。
• Maintain a professional appearance and have a thorough understanding of Front Office workflows.
保持专业形象，并全面了解前厅工作流程。
• Good communication skills, good command of spoken and written English/Japanese/Korean.
良好的沟通能力，具备良好的英语/日语/韩语能力。
• Proficient in hotel management software and computer systems.
熟练使用酒店管理软件和计算机系统。
• Good leadership and problem-solving abilities.
良好的领导力和解决问题的能力。
• Have good understanding of entry-exit basic knowledge.
具有良好的出入境登记常识。
• Willingness to work flexible shifts.
愿意接受灵活的工作时间安排。
• Ability to work under pressure and handle emergencies effectively.
能够在压力下工作并有效地处理紧急情况