Front Office Supervisor 前厅主管
Job Description
About Four Seasons:
Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.
At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.
About the location:
Pagoda-style pavilions rise amidst exquisite gardens and ponds. With personalised hospitality, Four Seasons provides an unrivalled experience of China’s timeless beauty. Four Seasons Hotels and Resorts is a world-leading luxury hotel management group. As a key member of the group, Four Seasons Hotel Hangzhou at West Lake has been awarded the great honor of a five- star hotel in Forbes Travel Guide 2016 to 2022. As the ancient saying goes, “In the universe, there is heaven; on earth, there is Hangzhou.” Set along the banks of the fabled West Lake, our hotel is a tranquil enclave woven with ponds, courtyards surrounding picturesque Chinese gardens, willow trees and mist-covered lagoons. Wake to views of mountain peaks, ancient temples rising from the greenery or the very waters that have enchanted poets, explorers and emperors for centuries. Start with a cup of Longjing tea in our Lobby Lounge before picking up your bicycles and heading out to explore the city, then come back for a soothing treatment in our chinoiserie-filled Spa, followed by dinner in one of Jin Sha’s private-dining rooms.About the role:
关于职位:
Supervises a given shift at the Front Desk. Directs staff that performs the following duties and will also perform these duties on own: welcomes and registers hotel guests, explaining the accommodations and establishing credit or method of payment. Checks guest out of the hotel, preparing and explaining the bill. Responds to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with all Four Seasons’ policies.
负责前台值班工作。指导员工履行以下职责，也可自行履行这些职责：接待和登记酒店客人，向客人解释住宿情况并确定信用额度或付款方式。 为客人办理退房手续，准备并解释账单。 准确评估客人的需求和要求，然后提出个人建议并加以润色，在遵守四季酒店所有政策的同时，最大限度地满足客人的要求。
What you will do:
岗位职责：
Checks in guest in an efficient and friendly manner, using guest name whenever possible.
以高效、友好的方式为客人办理入住手续，尽可能使用客人姓名
Assures that guest is assigned type of room requested and the correct rate is charged.
确保为客人分配所需的客房类型，并收取正确的房价
Arranges for luggage to be delivered to guest room. Issues correct keys to the guest.
安排将行李送至客房。 向客人发放正确的钥匙
Checks out guest at end of stay.
住宿结束时为客人办理退房手续
Ascertains guest satisfaction, collects keys, posts late charges and presents bill to guest.
确定客人满意度、收取房卡、收取逾期费用并向客人出示账单
Settles bill accurately through credit card or cash transaction.
通过信用卡或现金交易准确结算账单
Maintains a balanced bank assigned by the hotel. Makes change, cashes checks, and exchanges foreign currency. Reconciles all transactions at the close of each shift.
维持酒店指定银行的收支平衡。 找零、兑现支票和兑换外币。每班结束时核对所有交易
Assure that desk collateral and information for restaurants, museums, attractions, maps, and other local attractions are updated and current.
确保餐厅、博物馆、景点、地图和其他当地景点的桌牌和信息及时更新
Knows what activities are available in the city (theatre, sports, concerts, shows, special exhibits, sightseeing) and establishes close contacts with vendors in these areas in order to provide information, ticketing, and reservations for guests.
了解市内有哪些活动（戏剧、体育、音乐会、演出、特别展览、观光），并与这些领域的供应商建立密切联系，以便为客人提供信息、票务和预订服务
Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints; assist customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc.
以最高的热情和专业水准接待所有客人，尽可能满足客人的要求；解决客户投诉；协助客户处理与酒店的服务、营业时间、酒店人员、内部活动、路线等有关的所有咨询
Responds to all guest requests in an accurate and timely manner making recommendations based on local knowledge and hotel practices.
准确及时地回应客人的所有要求，并根据当地知识和酒店的一贯做法提出建议
Utilizes a variety of computer systems to check guests in and out, run daily reports and select, block rooms for arriving guests, accurately input special arrangements the guest has made and to assure proper billing
利用各种软件系统为客人办理入住和退房手续、运行每日报告、为到达的客人提前预订房间，准确输入客人的特殊安排并确保账单正确无误
Stores and retrieves guest luggage and packages.
存储和取回客人的行李和包裹
Processes packages, faxes, messages, and mail which may be either outgoing or incoming in an accurate and timely manner.
准确及时地处理寄出或寄入的包裹、传真、信息和邮件
Works harmoniously and professionally with co-workers and supervisors.
与同事和主管融洽并专业地合作
Accepts reservations, changes and cancellations in the absence of Reservations Department Staff.
在预订部同事缺席时接受预订、并会做更改和取消
Can answer guest calls and direct them appropriately in the absence of a Communications Operator.
在总机同事不在的情况下，能接听客人电话并适当回复客人
Greets guests and escorts them to their rooms. Delivers luggage to room upon check-in and picks up luggage from room upon departure, moving the luggage to storage or the Front Drive. Maintains proper records of deliveries and pick-ups.
迎接客人并护送他们到房间,办理入住手续时将行李送至客房，离开时从客房取回行李，将行李 移至储藏室或前台,妥善保存运送和提取行李的记录
What you bring:
岗位要求：
Minimum 3 years’ experience in related position with Four Seasons or other organization
至少3年于四季酒店或国际五星级酒店同等职位工作经验。
Excellent interpersonal skills and communication skills
出色的人际交往能力与沟通技巧。
Cross cultural sensitivity, and customer service orientation
具备跨文化敏感性，并以客户服务为导向。
Guest centricity and understanding the importance of guest preferences.
以客人为中心，并理解宾客偏好的重要性。
Mandarin speaking is required.
需具备普通话沟通能力。
What we offer:
福利待遇：
Competitive Salary, wages and benefits
具有竞争力的薪资及福利体系
Excellent Training and Development opportunities
完善的培训与发展机会
Complimentary Accommodation at other Four Seasons Hotels and Resort
全球四季酒店及度假村的免费住宿礼遇。
Complimentary Dry Cleaning for Employee Uniforms
员工制服免费干洗服务
Complimentary Employee Meals
免费员工工作餐
Employee activities
丰富多彩的员工活动
Schedule & Hours:
工作时间安排：
This is a full-time position
本岗位为全职职位
The working hours will primarily be early mornings and days, during weekdays and weekends.
工作时间将根据部门需求安排，需能适应轮班制（含周末及节假日值班）
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