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:
ESSENTIAL FUNCTIONS主要职责：
- Checks in guest in an efficient and friendly manner, using guest name whenever possible. Assures that guest is assigned type of room requested and the correct rate is charged. Arranges for luggage to be delivered to guest room. Issues correct keys to the guest.
高效的为客人办理入住并保持友好的态度，尽可能的使用客人姓名称呼客人。 确保客人满意入住到客房，价格正确无误。及时安排送达行李，确保正确的房卡交给到客人。
- Checks out guest at end of stay. Ascertains guest satisfaction, collects keys, posts late charges and presents bill to guest. Settles bill accurately through credit card or cash transaction.
为客人班里离店退房手续，询问入住情况，收取房卡，确保将准备无误的账单呈现给客人，并确保用正确的方式结算。
- Resolves customer complaints, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. Responds to all guest requests in an accurate and timely manner. Interaction with guest will be in person and by phone.
确保高质量、专业的对客服务；解决顾客投诉；协助客人关于酒店服务、营业时间、酒店管理层、在酒店举办的一切宴会、指路等。准确及时的答复客人。同客人进行面对面或是电话沟通。
- 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 of both own and the Guest Relations Officer.
正确的兑换零钱及外币，确保每个班次的员工都能够完成结账。
- Utilizes a variety of computer systems to check guests in and out, run daily reports and select and block rooms for arriving guests. Coordinate with Housekeeping ensuring rooms are release in a timely manner.
熟练运用各类电脑系统来办理客人的入住与退房；运用日常报表并且熟练地为即将到店客人选取和保留房间。
- Complies with Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct as set forth in Employee Handbook.
遵守员工手册上的四季服务标准。
- Works harmoniously and professionally with co-workers and supervisors.
工作上同员工和主管和谐相处，保持专业精神。
- Accepts reservations, changes and cancellations in the absence of Reservations Department Staff. Makes confirmation for guest with regards to their booking
在预订部同事不在的情况下能为客人够进行预定房间，改变预定及取消预订。能够帮助客人确认预定。
- Can answer guest calls and direct them appropriately in the absence of a Communications Operator.
在接线中心同事不在的情况下能够应答客人电话并且给予适当指导。
- Ensure all guest information is entered into PSB “Police Station Bureau” system correctly on a timely manner and registration of guest information is completed accordingly. All guest passport or ID is being scanned and updated. Outside guest/ visitors are registered into the PSB visitor booklet. Reports any discrepancies and follow up accordingly.
确保所有客人的信息准确扫描、录入和更新到PSB系统，以及及时录入访客信息。
- Maintains inventory of the department stationary at the end of the month for proper stock keeping and usage.
确保部门各类文具能够维持正常的使用并有足够的库存。
- Must be familiar with Four Seasons Hotels & Resorts standard training manual and service culture.
一定要熟悉四季酒店及度假村的培训手册和服务文化。
- Communicate with Finance Department for any pending account, open folio, over / short charge need conduct by monthly basis.
在各种未结账方面及时与财务部联系。
- Daily review the next three days arrivals detail report with FOM / FOAM to make proper arrangement for the rooms.
在后三天房间分配方面同前厅经理紧密配合。
NON-ESSENTIAL FUNCTIONS其它职责：
- All information should be in confidential.
- Set up good relationship with all the department of the hotel, and keep smooth working
- Ensures high standards of personal presentation and grooming.
- Exercises responsible behaviour at all times and positively representing the hotel and Four Seasons.
- 并且积极展现酒店和四季的形象。
- Reads the hotel's Employee Handbook and have an understanding of and adhere to the hotel's rules and regulations and in particular, the policies and procedures relating to fire, hygiene, health and safety.
- Assists with responsibilities and duties in the absence of or due to heavy volume in the areas of the Concierge, Bell Staff, Business Center, Executive Club and lobby coverage.
- Works closely with Bell Staff to ensure smooth handling of guest luggage, deliveries and special requests. Ensures the driveway are well maintained and properly manned at all times.
- Carries out any other reasonable duties and responsibilities as assigned.
KNOWLEDGE AND SKILLS任职要求：
Education 教育水平：
- College graduate or Certificate in Hotel Management.
Experience 工作经验：
- Minimum one year working experience in similar 5-star hotel OR minimum two year working experience as Front Desk Guest Relations Officer
Skills and Abilities 技能及能力：
- Ability to read, write and speak English. Good Communications skills and Computer skills
- Being calm and patient and be of service passion. Team player. Being fair and responsible. Be passion and love working.
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