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公司介紹
公司簡介
自1777年成立Bass啤酒廠以來，IHG的歷史就是一段不斷創新與突破的旅程，從開創先河的人才與理念，發展成為今日全球領先的國際酒店集團之一。 IHG®洲際酒店集團是全球頂尖的酒店公司之一，擁有約37.5萬名員工，服務遍佈超過100個國家與地區，每一天都致力於實踐「True Hospitality for Good」的品牌承諾。 在全球各地的酒店與社區中，我們充滿熱情與才華的同仁們，都在用心提供賓至如歸的待客之道，實踐對顧客與社會的長遠承諾。 我們擁有多元且具差異化的品牌組合，深受全球數以百萬計消費者喜愛，無論是旅客或業主，我們都能提供最合適的品牌選擇，滿足不同需求。 我們採取資產輕型（Asset-light）策略，讓業務能持續擴展，同時創造穩健的投資回報。 全球旅宿業的需求，受到經濟成長與國內外旅遊需求增加的推動，未來成長動能強勁。 From the first Bass brewery in 1777 to one of the world's leading hotel companies, IHG's history is one of pioneering people and new ideas. IHG® Hotels & Resorts is one of the world’s leading hotel companies, with around 375,000 colleagues working across more than 100 countries to deliver True Hospitality for Good. In our hotels and communities all over the world, talented and passionate colleagues deliver True Hospitality for Good, every day. Our diverse portfolio of differentiated brands are well known and loved by millions of consumers around the world. We have the right hotel brand for both our guests and owners, whatever their needs. Our asset-light strategy enables us to grow our business while generating high returns. Global hotel industry demand is driven by economic growth and an increasing trend for domestic and global travel. 新北北海溫泉洲際酒店位於新北市金山區，提供極致奢華與禪式放鬆的住宿餐飲體驗。以其壯麗的自然景觀與豐富的溫泉資源聞名，酒店正座落此得天獨厚的黃金地理位置，讓每位旅人都能享受山海美景與獨特溫泉的雙重魅力。 酒店設施融合現代設計與在地文化特色，提供多樣化的客房選擇，包括擁有私人溫泉池的高級套房，讓您盡享專屬的放鬆時光。此外，更擁有挑高7米、無柱式設計的絕美教堂宴會廳，不僅是浪漫婚禮的夢想場地，也適合舉辦各類型的宴會與活動，為每一個重要時刻增添風采。 同時設有高品質的餐廳，主打當地食材結合國際料理的精緻餐點，以及全方位的水療與健身中心，滿足身心靈的全然呵護。 誠摯邀請您前來探索這片自然與奢華的交匯之地，共同開啟一段難忘的旅程。 InterContinental New Taipei Hot Spring – A Sanctuary of Luxury and Tranquility in Jinshan, New Taipei Located in the scenic Jinshan District of New Taipei City, InterContinental New Taipei Hot Spring offers an extraordinary retreat where ultimate luxury meets Zen-inspired serenity. Surrounded by magnificent mountain and ocean views, and blessed with an abundance of natural hot spring resources, our resort is perfectly positioned to provide a unique dual experience of nature and wellness. Blending modern design with local cultural elements, our resort features a variety of accommodations—including premium suites with private hot spring pools—crafted to offer guests a deeply personal and rejuvenating stay. One of our architectural highlights is a breathtaking chapel-style banquet hall with a soaring 7-meter ceiling and pillar-free design. Ideal for dream weddings, elegant banquets, or any memorable celebration, this stunning space adds grace and grandeur to life’s most meaningful moments. Our Hotel also features a refined dining experience that showcases locally sourced ingredients, masterfully prepared with international culinary flair. To complete your journey of renewal, our full-service spa and comprehensive fitness center are designed to restore balance to both body and mind. We warmly invite you to discover this exceptional destination where nature and luxury converge—begin your unforgettable journey with us at InterContinental New Taipei Hot Spring.
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主要商品 / 服務項目
天然溫泉 坐落於金山溫泉區的絕佳位置，我們引入最純淨的天然溫泉水，打造私人溫泉池與公共湯屋。每位旅客都能在靜謐的大自然懷抱中，盡情感受溫泉的療癒與放鬆，體驗從內到外的全方位舒壓。 Natural Hot Spring Located in the prime area of Jinshan Hot Spring District, we offer the purest natural hot spring water through private hot spring pools and public bathhouses. Guests can fully immerse themselves in the tranquility of nature, experiencing the healing and relaxation of the springs—a complete stress relief for both body and mind. 住宿體驗 提供多樣化客房選擇，包括配備私人溫泉池的高級套房。每間客房皆融入自然元素與現代設計，讓您在寬敞舒適的環境中享受大自然的靜謐與豪華設施的便利。 Accommodation Experience We provide a variety of room options, including premium suites equipped with private hot spring pools. Each room blends natural elements with modern design, allowing guests to enjoy the serenity of nature alongside the comfort of luxurious amenities in a spacious and relaxing environment. 精緻餐飲 主打以在地新鮮食材創作的精緻料理，結合國際美食風格。我們的餐廳不僅滿足味蕾，還能讓您透過餐桌上的風味故事，更深入了解金山的在地魅力。 Exquisite Dining Our restaurant features refined cuisine crafted from fresh, locally sourced ingredients, combined with international culinary styles. Every dish tells a flavorful story, offering guests a deeper connection to the local charm of Jinshan through every bite.
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公司環境照片(5張)
福利制度
法定項目
其他福利
員工福利 1. 勞保、健保、團保、勞退提撥金 2. 員工供膳 3. 員工制服 4. 住房津貼 5. 員工健康檢查補助 6. 三節禮金/禮品 7. 員工活動 8. IHG 洲際酒店集團 全球員工訂房暨餐飲優惠 9. 因材施教的多元訓練，包含新進員工訓練、主管管理訓練、專業技能訓練、線上課程等 10. 適才適所的人才佈署，提供暢通的晉升、輪調管道 Employee Benefit 1. Labor, Medical, Group insurance and Pension 2. Duty meal 3. Uniform 4. Housing Allowance 5. The allowance for medical check 6. Festival incentive 7. Employee activities 8. IHG Rooms and Food and Beverages employee discount 9. A variety of training programs, including orientation, management, professional skills and online training programs 10. Career development plan and job rotations 11. Leave System scheduled according to departmental operations, in compliance with the Labor Standards Regulations 12. Paid Annual Leave, Vacation Leave and other types of leave provided in accordance with the Labor Standards Regulations
工作機會
10/01
1. 根據酒店標準為宴會及活動提供餐飲服務，確保準時、有序且高品質的服務體驗。
2. 協助場地佈置、擺放餐具、鋪設桌布，並準備飲料與餐點，迎接活動開始。
3. 熟悉當日宴會訂單（BEO）內容，協助服務流程符合客人需求與活動規劃。
4. 主動與客人互動，提供即時協助並回應需求，營造專業且友善的氛圍。活動結束後協助清場、撤除餐具與設備，確保場地回復整潔。
5. 正確擺設桌面用品及酒水站，協助準備會議所需設備與文具。
6. 協助監控備品與庫存狀況，通報缺料需求給主管。
7. 遵守食品安全與衛生標準，維護工作區域與公共區域整潔。協助維持宴會現場秩序，確保動線暢通與賓客安全。
8. 與同事保持良好溝通，配合團隊協力完成每場活動任務。
9.參與部門例會與基礎訓練課程，持續學習服務流程與技能。
Operations & Guest Experience
Deliver food and beverage service during banquets and events in line with hotel standards.
Assist with venue setup, table arrangements, linen placement, beverage preparation, and guest seating.
Familiarize with the Banquet Event Order (BEO) and support the service plan accordingly.
Interact with guests politely and proactively respond to their needs during the event.
Clear tables and reset venue post-event, ensuring a tidy and orderly environment.
Administration & Venue Setup
Set up tableware, buffet stations, beverage counters, and any conference-related materials.
Monitor supplies and report inventory needs to supervisors.
Follow food safety and hygiene standards; maintain cleanliness in workstations and public areas.
Support traffic flow and guest safety during large events.
People & Training
Maintain open communication with colleagues and coordinate tasks as a team.
Participate in team briefings and basic training sessions to enhance service knowledge and skills.
Assist in orienting new team members to banquet procedures and work areas.
Accountability
This position reports directly to the Banquet Team Leader and is responsible for providing front-line support during all banquet operations. A Banquet F&B Service Attendant plays a vital role in ensuring a smooth, welcoming, and efficient event experience for all guests.
10/01
1. 負責菜餚的製作、烹飪、上餐和存儲。
2. 製作並擺放自助餐及自助餐甜品，並妥善儲存自助餐食品。
3. 與客人和內部客戶禮貌、友好的交流。指導廚房內部的工作，包括廚師、廚房助手…等。
4. 向上交流疑難問題、客人或內部客戶的意見以及其它相關資訊。
5. 與員工建立並保持良好的工作關係。按計劃參加並參與每日例會及其它會議與培訓活動。
6. 事先準備服務所需的食品、飲料、材料和設備。清潔並整理工作區域。
7. 實施酒店和部門的規定、政策和工作程序，包括酒店的規則和規定、健康和安全、儀容、品質、衛生和清潔。
8. 確保了解酒店的活動和運營要求。
Culinary Operations
Prepares, cooks, serves, and stores dishes, including buffet items and desserts.
Ensures readiness for service by preparing all necessary food, beverage, materials, and equipment.
Team Support & Communication
Provides direction to kitchen helpers (Commis, Cooks, Kitchen Attendants, Stewards).
Communicates politely with guests and internal customers.
Reports difficulties, guest comments, and relevant information to superiors.
Conducts shift briefings and attends scheduled meetings to ensure operational awareness.
Establishes and maintains effective working relationships with staff.
Hygiene & Compliance
Cleans and re-sets working area.
Implements hotel and departmental regulations, including health and safety, grooming, quality, hygiene, and cleanliness standards.
Attends scheduled training sessions.
Accountability
This position reports directly to the All-day Dining Sous Chef. The All-day Dining (Demi) Chef de Partie is responsible for executing culinary tasks, preparing and presenting food for various dining services, and assisting in the daily supervision of kitchen helpers. This role is crucial in maintaining kitchen efficiency and contributing to the overall dining experience through quality food preparation and adherence to standards.
10/01
1. 督導前檯與禮賓團隊，於高峰時段協助營運，確保貴賓及優悅會會員獲得高品質接待與關注。
2. 即時回應並處理顧客需求，維持良好住宿體驗與顧客關係。
3. 巡查前後勤各部門整潔與服務狀態，監督員工儀容、行為及作業流程。
4. 協助忠實客戶經理迎賓安排與活動推動，強化會員關係經營。
5. 與各部門協調合作，主持前檯會議並提供功能性支援。
6. 分析帳務與房價差異，審核折扣與信用交易，控管房務收入並熟悉緊急狀況系統操作。
Operations & Guest Experience
Supervise front desk and concierge teams, providing support during peak hours to ensure VIP guests and IHG One Rewards members receive attentive, high-quality service.
Respond promptly to guest requests to maintain a positive guest experience and strong relationships.
Conduct regular inspections of front and back-of-house areas to ensure cleanliness and service readiness; oversee staff grooming, behavior, and procedures.
Assist the Loyalty Manager with VIP arrivals, room arrangements, and member engagement initiatives such as events and welcome programs.
Interdepartmental Coordination & Support
Coordinate with all departments and provide functional support as needed; lead and contribute to front office meetings and cross-departmental communication.
Financial & System Management
Review billing instructions, monitor guest credit, analyze rate variance reports, and approve discounts to ensure proper revenue control; be proficient in PMS and emergency procedures.
Accountability
This position reports directly to the Assistant Front Office Manager. Responsible for ensuring the front office and guest services team deliver consistent, high-quality service. Acts as a key liaison between guests and departments, and supports front office operations in maximizing guest satisfaction and revenue performance. May be required to act as Manager on Duty during assigned shifts.
10/01
【工作職掌】
1. 配合飯店相關工程支援工作，並協助所有工程驗收。
2. 維護飯店機電設備、強弱電及給排水系統、空調冷凍設備、以及消防系統等各項設施之日常操作。
3. 確保各項工程系統及設備符合政府規例及安全標準。
4. 執行各項工程設施之操作、檢修維護及相關設備的定期保養工作。
5. 維持各項系統及設備的能源效率，達到節省能源目標。
6. 設備測試與教育訓練
7. 協助主管準備相關工程報告。
8. 處理所有其他相關職務或臨時安排的項目。
Operations & Maintenance
Provide engineering support related to hotel operations and assist with all project inspections and acceptance procedures.
Perform routine operations, maintenance, and troubleshooting of hotel's MEP systems, including electrical (high and low voltage), plumbing, HVAC systems, and fire protection systems.
Ensure all engineering systems and equipment comply with government regulations and safety standards.
Monitor and maintain the energy efficiency of systems and equipment to achieve energy-saving goals.
Training & Documentation
Conduct equipment testing and participate in technical training sessions.
Assist supervisors in preparing technical and maintenance-related reports.
Accountability
This position reports to the Chief Engineer. Responsible for the day-to-day operation and maintenance of hotel engineering systems, ensuring smooth and safe facility operations at all times.
10/01
1. 遵從主管指示完成交付之工作。
2. 負責飯店機電設備、空調之保養與維護、操作。
3. 負責各汰舊換新工程、修建工程或增置改變設備等工作之執行。
4. 配合客房報修處理。
5. 配合執行部門有效之訓練。
6. 具飯店維修工作經驗、相關科系及相關證照尤佳。
Operations & Maintenance
Carry out assigned tasks in accordance with supervisor's instructions and ensure timely completion.
Perform maintenance, repair, and operation of hotel's mechanical, electrical, plumbing (MEP), and HVAC systems.
Execute refurbishment, renovation, and upgrade projects including equipment replacement or system modifications.
Respond promptly and effectively to guestroom maintenance requests and service calls.
Ensure systems and equipment are operating safely, efficiently, and in accordance with regulatory standards.
Training & Documentation
Participate in departmental technical training sessions to maintain skill levels and support team development.
Support supervisors in maintaining accurate records and documentation of maintenance activities and projects.
Possession of relevant technical certifications or background is preferred.
Accountability
This position reports to the Chief Engineer. Responsible for executing daily engineering tasks and supporting the smooth, safe, and efficient operation of all hotel facilities.
10/01
1. 負責監控泳池及周邊，維護顧客安全，防止危險行為，執行緊急救援。
2. 檢查泳池設備，例行維護清潔與水質安全。
3. 熟稔健身中心所有產品和服務，設施設備及各項促銷項目。
4. 需具備體委會認證的救生員證照。
Operations & Safety
Monitor swimming pool area and surroundings to ensure guest safety and prevent hazardous behavior; respond promptly to emergency situations and perform lifesaving procedures when necessary.
Inspect and maintain pool equipment, perform routine cleaning, and ensure proper water quality and hygiene standards are met.
Guest Services
Be fully familiar with all products, services, equipment, and promotions available at the Fitness Center. Provide accurate information and assist guests with inquiries or needs related to fitness and wellness facilities.
Training & Certification
Must hold a valid lifeguard certification issued by the Sports Administration (or an equivalent recognized authority). Maintain readiness through regular safety drills and training.
Accountability
This position reports to the Recreation. Responsible for ensuring a safe, clean, and guest-friendly environment in the pool and fitness areas at all times.
10/01
1. 直接向休閒中心經理彙報，並就所有與賓客服務及酒店運作相關的問題進行溝通。
2. 協調休閒設施和設備的日常保養工作，並協調對客休閒服務的執行。
3. 負責所有對客服務的安全。向客人提供高品質的服務。
4. 協助管理部門內員工。
5. 協助部門產品及服務的銷售和推廣。協助經理獲取並使用市場銷售數據，並協助新產品和服務的開發工作，以及對銷售和市場活動的評估。
6. 協助預測業務水準並制定工作計畫。遵守品牌標準，並遵守部門清潔和保養規定。
7. 按要求參加管理層會議並參與討論。
Operations & Guest Services
Reports to the Recreation Manager, communicating on all guest service and operational matters.
Coordinates maintenance of recreational facilities and equipment.
Ensures the safety of all guest services while delivering high-quality service to guests.
Team & Business Support
Assists in managing departmental staff.
Supports the sale and promotion of departmental products and services.
Aids in new product/service development and evaluation of sales/marketing activities.
Assists in anticipating business level fluctuations and creating action plans.
Compliance & Administration
Complies with all brand standards and hotel guidelines.
Adheres to departmental cleaning and maintenance programs.
Attends and contributes to management meetings as required.
Accountability
This position reports directly to the Recreation Manager. The Recreation Supervisor is responsible for assisting in the daily coordination and supervision of recreational facilities and services, ensuring guest safety and high-quality experiences. This role is key in supporting the Recreation Manager in operational efficiency and departmental goals.
10/01
1. 向客人提供及時、高效和禮貌的服務。樂於幫助客人，並按照客人要求陪同其到達酒店內指定地點。
2. 按照既定次序和清潔標準來維護健身俱樂部設施。向主管彙報維修和保養問題。定期視察游泳池，確保其達到清潔標準。
3. 熟悉酒店的所有設施、活動、設備、服務及相關資訊，以便向客人提供準確資訊並進行推銷。
4. 確保充分供應客人的用品、毛巾等。遵守酒店關於泳池毛巾的發放和回收的工作程序。
6. 提供休閒設施相關安全說明與指導。
7. 按照作業流程將費用計入房間帳單。
8. 遵守酒店的各項規章制度、政策和工作程序。遵守規定的衛生和個人儀容標準。
Operations & Guest Services
Provides prompt, efficient, and courteous service to guests, members, and visitors.
Maintains Health Club facilities to set standards of order and cleanliness.
Familiarizes self with hotel facilities and activities to provide accurate information and promote services.
Ensures ample supply of guest amenities, towels, and linen.
Conducts activities and services for guests while providing instruction and safety reminders.
Applies correct charges and posts to room bills according to procedure.
Maintenance & Compliance
Reports repairs and maintenance problems to the supervisor, follows hotel procedures for pool towel issue and retrieval.
Conducts regular inspections of pool grounds to ensure cleanliness standards.
Abides by hotel rules, regulations, policies, and procedures.
Adheres to specified hygiene and personal appearance standards.
Communication & Support
Liaises with interfacing departments (e.g., Laundry, Housekeeping, Engineering) to provide excellent service.
Attends scheduled training and actively participates in employee activities.
Accountability
This position reports directly to the Recreation Supervisor. The Recreation Receptionist is responsible for delivering excellent service to guests, members, and visitors within the leisure facilities. This role ensures the cleanliness and safety of the facilities, provides accurate information, and supports the overall guest experience by adhering to hotel standards and procedures.
10/01
1. 檢查各種電氣設備和設施。負責操作鍋爐及管道系統。
2. 根據主管的指示維護各種電氣設備和設施。
3. 負責安裝、維修和維護照明設施和電氣設備，確保電力正常供應。
4. 協助值班工程師進行維修工作。
5. 定時讀取電表並檢查電力負荷狀況，並完成不同區域的工作報告。
Operations & Maintenance
Inspect and monitor various electrical equipment and systems; responsible for operating boilers and piping systems.
Perform maintenance tasks on electrical equipment and facilities as directed by supervisors.
Install, repair, and maintain lighting fixtures and electrical devices to ensure stable power supply.
Assist Duty Engineers in carrying out repair and maintenance work across hotel facilities.
Regularly record electricity meter readings and monitor power load status; complete maintenance reports for different assigned areas.
Training & Documentation
Follow instructions for safe equipment handling and participate in basic on-the-job technical training.
Support accurate reporting and documentation of daily maintenance and repair activities.
Accountability
This position reports to the Team Leader Engineering or Duty Engineer. Responsible for assisting with electrical operations, routine maintenance, and ensuring the smooth functioning of hotel systems.
10/01
1. 協助客務部經理管理前台團隊日常營運，確保入住、退房、房況調整等流程符合IHG品牌標準。
2. 熟悉並執行所有前台標準作業流程（SOP），在同仁遇到系統或顧客服務問題時，能即時提供協助與指導。
3. 積極參與顧客體驗管理，記錄顧客需求與偏好，作為跨部門協作的溝通橋梁，提升整體顧客滿意度。
4. 支援心語升等銷售（upselling）、忠誠計畫註冊（enrollment）等營收提升活動，追蹤並協助達成個人與團隊目標。
5. 主動識別重要客人如IHG會員、VIP、常住客與長住客，提供個人化問候與貼心服務，強化客人忠誠度與品牌好感。
6. 維護前台區域整潔，確保櫃台形象與服務標準同步提升。
7. 精通房況管理與預訂系統操作，定期檢查維修房與房況差異報表，並與客房、訂房等部門保持良好溝通。
8. 協助完成外幣兌換、資料輸入、VIP卡片準備、留言處理等前台行政任務，提升運作效率。
9. 熟知IHG各項專案與促銷活動，如季節性住房專案、會員獎勵計畫、套裝優惠等，並主動向客人說明與推薦。
10. 遵守財務作業規範與現金處理標準，協助控管交接準確性，保障營運安全與流程一致性。
Operations & Guest Experience
Assist the Front Office Manager in managing daily front desk operations, ensuring check-in/out, room assignments, and guest requests meet IHG standards.
Serve as a role model in executing all front desk SOPs; provide timely guidance to front desk agents when facing service or technical challenges.
Track and communicate guest preferences and requests to relevant departments to enhance cross-functional service efficiency and overall guest satisfaction.
Support upselling and IHG enrollment initiatives to meet department revenue and performance targets.
Identify and recognize VIPs, IHG members, long-stay, and repeat guests; deliver personalized service to strengthen loyalty and engagement.
Ensure the front desk area remains organized, welcoming, and compliant with brand presentation standards.
Administration & Responsible Business
Fully understand the hotel's reservation and room management systems; monitor room discrepancies, out-of-order statuses, and coordinate with Housekeeping and Reservations.
Assist with administrative tasks such as foreign currency exchange, guest message handling, registration card prep, and system entries.
Stay informed about all current promotions and loyalty programs (e.g., IHG One Rewards, seasonal campaigns), and confidently communicate them to guests.
Follow financial protocols for cash handling and end-of-shift balancing, ensuring accuracy and operational compliance.
Accountability
This position reports to the Front Office Manager and plays a key leadership role in overseeing front desk operations. The Guest Service Supervisor is expected to exemplify IHG brand service values, resolve guest concerns effectively, support team development, and maintain high operational standards for a seamless guest experience.
10/01
1. 擔任酒店與賓客之間的橋樑，於客人抵達、入住、在住與退房期間，提供個性化且高效的接待與服務體驗。
2. 主動迎接VIP與IHG會員，安排入住事宜並提供專屬關懷，如客房升等、歡迎禮與特殊備品確認。
3. 掌握客人喜好與過往入住紀錄，針對常住客與長住客人提供貼心問候與量身打造的入住體驗。
4. 處理現場顧客反映與建議，於第一時間內協助解決問題，並妥善記錄回報以利後續追蹤。
5. 主動於大廳、早餐區或公共區域與客人互動，蒐集即時意見回饋，強化現場服務感知。
6. 支援前台於高峰時段進行入住、退房或接待作業，維持順暢流量與服務品質。
7. 熟悉IHG忠誠會員制度與賓客關係政策，協助推廣品牌活動並強化會員體驗。
8. 定期彙整賓客回饋與客訴資料，分析趨勢並提供建議給部門主管以優化服務流程。
9. 協助準備VIP入住清單、迎賓信件、特別備品與關懷卡片，確保個別賓客需求被尊重與滿足。
10. 與房務部、餐飲與禮賓等單位密切合作，確保每位客人旅程環節順暢銜接，提升整體滿意度。
Operations & Guest Experience
Act as a liaison between the hotel and guests, delivering personalized and seamless service throughout the guest journey – from arrival and check-in to in-house assistance and check-out.
Welcome VIPs and IHG members with professionalism, ensuring their preferences and benefits such as upgrades, amenities, and welcome gestures are proactively delivered.
Maintain guest history and preferences to provide tailored experiences, especially for repeat and long-stay guests.
Handle guest inquiries, feedback, and complaints on the spot with empathy and efficiency, documenting and escalating when necessary.
Engage with guests in the lobby, breakfast area, and public spaces to gather real-time feedback and foster rapport.
Support the front desk during peak hours to facilitate smooth check-in/out processes and maintain service quality.
Administration & Responsible Business
Demonstrate full knowledge of IHG loyalty programs and guest relations initiatives; actively promote membership engagement and hotel offers.
Consolidate guest feedback reports and service recovery logs; analyze trends and collaborate with leadership to enhance guest service strategies.
Prepare VIP guest lists, welcome letters, special requests, and amenities, ensuring each element aligns with guest expectations and brand standards.
Coordinate with Housekeeping, F&B, and Concierge teams to ensure consistent guest satisfaction across all touchpoints.
Accountability
This role reports to the Front Office Manager and is responsible for ensuring a high level of guest satisfaction, especially among VIPs and loyal customers. The Guest Relations Officer must embody the IHG brand values, offering proactive service, clear communication, and personalized care to build lasting guest relationships.
10/01
1. 接待賓客辦理入住、退房與換房手續，提供親切且高效的服務體驗。
2. 協助處理特殊來電與需求，建立跨部門協作與追蹤基礎，提升整體服務品質。
3. 熟悉前台所有作業流程與標準，於同仁遇到困難時提供即時支援與協助。
4. 主動識別貴賓、會員及常住客戶，建立良好關係並提供個性化服務。
5. 推動IHG優悅會會員招募及銷售（Upsell）目標，提升入住體驗與業績表現。
6. 熟悉並正確執行訂房、查詢、表單填寫、房況查核與留言處理流程。
7. 維護前台整潔與秩序，確保公共空間與接待區符合品牌標準。
8. 與房務部、訂房部等單位密切溝通，確保房況資訊正確並即時更新。
9. 熟知促銷專案與忠誠會員方案，主動提供資訊協助賓客選擇。
10. 遵守外幣兌換規範並協助執行財務相關作業。
Operations & Guest Experience
Greet guests and handle check-in, check-out, and room changes with warm and efficient service.
Record and follow up on special requests and calls, supporting seamless interdepartmental communication.
Understand all front desk procedures and assist team members with real-time operational issues.
Recognize VIPs, loyalty members, and long-stay guests, and deliver personalized service.
Promote IHG One Rewards membership and upselling initiatives to enhance the guest experience and meet team goals.
Administration & Responsible Business
Accurately manage booking procedures, guest inquiries, and system entries including forms, email responses, and reservation details.
Maintain a tidy and orderly front desk area aligned with brand standards.
Liaise closely with Housekeeping and Reservations to ensure updated and accurate room status.
Stay informed about promotional offers and loyalty programs, and proactively share with guests.
Comply with financial procedures, including foreign currency exchange assistance when applicable.
Accountability
This position is part of the Front Office team and reports directly to the Front Office Supervisor and Front Office Manager. The Guest Services Agent is responsible for ensuring consistent, high-quality guest service delivery, especially during peak times, while actively supporting loyalty enrollment and upsell targets.
10/01
1. 督導並訓練禮賓人員，確保團隊儀容整潔、守時並有效率地執行工作，提供即時且專業的客務協助。
2. 提供有關飯店設施、在地景點、交通、醫療、觀光與其他旅客服務資訊，並優先推廣本飯店餐飲據點。
3. 協助處理客人相關事務與需求，並與各部門協調合作以提升賓客服務品質。
4. 負責整理與分發客人及行政信件，妥善處理無人領取郵件。
5. 規劃與安排禮賓人員排班與假期，依據預估入住率與團體行程靈活調整人力。
6. 確保大廳整潔有序，並協助客人在大廳與餐廳等公共區域的呼叫與聯絡。
7. 維護飯店資訊看板與功能指引，確保內容正確並隨時更新。
Operations & Guest Experience
Supervise and train Concierge staff to ensure professional appearance, punctuality, and efficiency in delivering prompt and courteous guest services.
Provide guests with accurate and helpful information about hotel facilities, local attractions, transportation, medical services, sightseeing, and other services, with a focus on promoting in-house dining outlets.
Assist with guest requests and service recovery, coordinating with internal departments to ensure seamless and high-quality guest experiences.
Oversee the sorting and distribution of guest and administrative mail; handle unclaimed items appropriately.
Administration & Public Area Supervision
Prepare effective work schedules and leave arrangements for Concierge staff based on occupancy forecasts, group movements, and operational needs.
Ensure the hotel lobby remains organized and clean at all times; coordinate guest paging within public areas including the lobby and restaurants.
Maintain the hotel information board and directory, ensuring all displayed content is accurate and up to date.
Accountability
This position reports directly to the Front Office Manager and is responsible for overseeing the daily operations and staffing of the Concierge team. The Chief Concierge ensures timely, personalized, and high-quality service is consistently delivered to guests. This role also plays a key part in managing public area presentation and acting as a liaison between guests and internal departments.
10/01
1. 直接向禮賓經理彙報，並就所有與禮賓服務及飯店運作相關事項進行溝通與協調。
2. 督導並指導禮賓人員，確保提供一致且高品質的賓客服務，定期檢查禮賓人員的儀容與工作效率，並確保其準時、整潔且能有效執行工作。
3. 回應客人問題與需求，妥善處理並與其他部門協調後續作業。
4. 提供有關飯店設施、當地景點、交通、餐廳、觀光行程等相關資訊。
5. 優先推薦本飯店的餐飲設施，並熟知其營業時間與特色。
6. 維持大廳整潔有序，並協助處理與分發賓客與行政信件，並辦理退件作業。
7. 安排禮賓團隊工作班表與假期，並根據住房預測及大型團體需求調整。
8. 協助維護飯店資訊板，確保內容即時且準確。
Operations & Guest Services
Reports directly to the Chief Concierge and communicates on all matters related to concierge services and hotel operations.
Supervises and provides guidance to the Concierge team to ensure consistent and high-quality guest service. Regularly checks staff appearance, punctuality, and work performance, ensuring prompt and professional task execution.
Responds to guest inquiries and issues, ensuring proper handling and coordination with relevant departments.
Provides accurate and relevant information about hotel services, local attractions, transportation, restaurants, and sightseeing activities.
Prioritizes recommending the hotel's own Food & Beverage outlets and is well-versed in their operating hours and specialties.
Maintains a clean and orderly lobby environment and coordinates guest paging in public areas when necessary.
Manages the sorting and distribution of guest and administrative mail, and returns undelivered mail to the sender.
Scheduling & Administration
Prepares efficient work schedules for the Concierge team, arranging holidays and leave based on occupancy forecasts and large group movements.
Oversees the upkeep of the hotel’s information directory (function board), ensuring all content is accurate and up to date.
Accountability
This position reports directly to the Chief Concierge. Responsible for supporting daily concierge operations, maintaining service consistency in the lobby area, and ensuring guest satisfaction. Assumes supervisory duties in the Chief Concierge's absence and plays a key role in driving service excellence and departmental efficiency.
10/01
1. 督導並訓練禮賓團隊，確保同仁儀容端正、服務態度專業且能即時有效處理賓客需求。
2. 協助安排賓客交通、行程、景點資訊、票券與其他代辦服務，提供個人化旅客服務體驗。
3. 主動推廣飯店內設施、餐廳與活動，提升整體業績與顧客滿意度。
4. 接待貴賓與常客，建立良好關係並確保服務品質符合品牌標準。
5. 支援賓客服務相關需求，包括寄送、包裹收發、信件處理與外送等。
6. 規劃並安排禮賓團隊之值勤班表與假期，並依據營運需求靈活調整。
7. 維護大廳整潔與秩序，確保公共空間符合飯店形象與安全標準。
8. 管理飯店資訊看板、旅遊宣傳資料與外部服務名冊，確保資訊即時更新與準確。
9. 協助培訓新人並追蹤服務表現，確保禮賓部作業標準落實於日常執行。
10. 與前台、房務與其他部門緊密合作，確保跨部門服務流程順暢。
Operations & Guest Experience
Supervise and coach the Concierge team to ensure professional grooming, service behavior, and efficient guest assistance.
Assist guests with transportation arrangements, sightseeing, ticketing, and personalized travel recommendations.
Promote in-house facilities, dining outlets, and events to enhance revenue and guest satisfaction.
Welcome VIPs and loyal guests, maintaining strong relationships and ensuring service excellence.
Support guest-related logistics such as parcel handling, message delivery, and external courier services.
Administration & Public Area Supervision
Prepare and manage duty rosters and leave schedules for the Concierge team, adjusting based on operational needs.
Ensure the lobby and public areas are neat, orderly, and in line with hotel image and safety standards.
Maintain and update the hotel directory, travel brochures, and vendor contact lists for guest use.
Assist with training new team members and tracking performance to ensure adherence to departmental SOPs.
Coordinate closely with the Front Desk, Guest Relations, and other departments to ensure seamless guest service delivery.
Accountability
This position reports directly to the Chief Concierge and is responsible for overseeing daily Concierge operations, team scheduling, and service consistency. The Concierge Supervisor plays a key role in delivering timely, high-quality service across guest touchpoints and upholding brand image in all public-facing areas.
10/01
1. 接待到達與離開的賓客，協助搬運行李、引導進出大廳與客房，確保流程順暢並提供親切協助。
2. 為顧客提供接送車輛引導、泊車、開門等禮賓服務，展現專業形象與禮貌態度。
3. 協助顧客搬運與寄存行李，確保安全、準確地送達至指定地點或保管區。
4. 接待訪客，了解訪客來意，並引導至正確樓層或部門，維護接待效率與安全秩序。
5. 協助提供在地旅遊資訊與交通安排建議，配合禮賓部完成客務服務。
6. 接聽、過濾並轉接電話，協助留言或轉達資訊，確保溝通準確無誤。
7. 協助團體進出安排、接送服務之動線規劃與現場支援，維持大廳秩序。
8. 協助處理住客遺失物件、轉交包裹及快遞，並記錄交接資訊。
9. 確保制服整潔、舉止得宜，展現品牌形象與一貫服務標準。
10. 與前台、禮賓、房務與安全等部門密切配合，協助突發事件應對與支援。
Operations & Guest Experience
Greet arriving and departing guests, assist with luggage handling, and escort guests to/from rooms and public areas while ensuring a warm and professional welcome.
Provide front entrance services including valet support, opening doors, and guiding transportation arrivals and departures.
Safely transport and store guest luggage, ensuring accurate delivery and proper documentation of stored items.
Welcome hotel visitors, verify their purpose of visit, and escort them to appropriate departments or locations.
Support the Concierge with local travel advice, transportation bookings, and general guest services as required.
Administration & Coordination
Answer, screen, and transfer incoming calls; take messages or relay information accurately.
Assist with group arrivals and departures, supporting smooth lobby operations and crowd control.
Handle lost and found items, coordinate delivery or pickup of guest parcels, and maintain accurate handover records.
Maintain professional grooming and uniform standards to represent the hotel brand consistently.
Cooperate with Front Desk, Concierge, Housekeeping, and Security teams to assist with emergencies and cross-departmental requests.
Accountability
This position reports directly to the Chief Concierge and is responsible for front-line hospitality tasks such as luggage assistance, lobby support, and guest arrivals. The Bellman plays a critical role in creating the first impression of the hotel and must deliver services with courtesy, efficiency, and teamwork.
10/01
1. 處理國內外顧客的訂房預約相關業務及後續訂單追蹤。提供飯店住宿諮詢服務，並熟悉館內活動及設施營業資訊，給予客人正確的建議與資訊。
2. 正確並禮貌地處理所有打進和打出酒店的電話，並即時響應賓客需求與諮詢。耐心且專業地處理顧客訂房過程中的各項需求與疑問，並協助解決可能發生的異常狀況或投訴。
3. 操作內部訂房系統及各大網路訂房平台 (OTA)，進行專案設定與房價資訊維護，並負責相關請款作業。
4. 執行OTA基本事務處理。負責客戶訂單的追蹤、確認與修改，並隨時追蹤帳務狀況，確保款項的正確性。
5. 準確記錄並管理晨喚服務。每日記錄工作日誌，將所有電話條目記錄到電話單上。
6. 協助處理酒店計費系統中的電話記錄，並按照品牌最低標準保持客房情況記錄。保管使用者檔案、系統報告、電話清單、租賃線路協議、維護合同和當地執照，並協助更新電信設備清單。
7. 嚴格遵守處理緊急事件 (如火災、炸彈威脅和其它危機) 的標準政策和工作程序。熟知酒店的消防、救生和安全系統，以及緊急事件處理小組的相關情況和電話室在此方面的工作方式。遵守保護客人隱私的原則。
8. 保持工作環境的清潔。執行部門標準作業流程，並提供回饋以優化訂房與服務體驗。
Reservation Handling & Consultation
Handles domestic and international guest bookings and related inquiries.
Provides hotel accommodation consultation services, familiarizing self with in-house event and facility operating information to offer accurate advice and details.
Guest Service & Issue Resolution
Processes all incoming and outgoing calls accurately and courteously.
Responds promptly to guest needs and inquiries.
Handles various guest needs and inquiries related to bookings professionally, assisting in resolving any unusual situations or complaints.
System Operation & Financial Tracking
Proficiently operates internal reservation systems and major online travel agency (OTA) platforms, including project setup, rate information maintenance, and payment request processing.
Performs basic OTA operational tasks.
Tracks, confirms, and modifies customer orders, continuously monitoring account status to ensure payment accuracy.
Information Recording & Maintenance
Accurately records and manages wake-up calls.
Maintains a daily logbook, recording all call entries on traffic sheets.
Assists with processing telephone records in the hotel billing system and maintains room status records per brand standards.
Maintains user files, system reports, telephone directories, leased line agreements, maintenance contracts, and local licenses, and assists with updating telecommunication equipment inventories.
Safety & Compliance
Strictly adheres to standard policies and procedures governing emergency situations (e.g., fire, bomb threats, other crises).
Maintains detailed knowledge of the hotel's fire, life, and safety system, including the Emergency Response Team's functions and the telephone room's role.
Abides by principles of guest privacy.
Environment & Process Adherence
Maintains a clean and organized work environment.
Executes departmental Standard Operating Procedures (SOPs) and provides feedback for optimization of reservation and service experiences.
Accountability
This position reports to the Reservations & Guest Service Center Manager. The Reservations & Guest Service Center Agent is responsible for executing daily reservation and guest service tasks, providing efficient and friendly communication and consultation services, and ensuring accurate order and financial processing. This role is crucial in enhancing guest satisfaction, directly impacting guests' initial impression of the hotel.
10/01
1. 直接向洲際行政酒廊經理彙報，並就所有賓客服務與酒店運作相關事宜進行溝通。
2. 協助經理管理洲際行政酒廊工作人員，確保賓客獲得及時、禮貌且充分的關注。
3. 協助管理和指導洲際行政酒廊各部分的日常運作。負責安排客人的商務會議，並確保文具供應符合標準。協助管理設備的日常保養。
4. 協助組織和召開洲際行政酒廊人員會議，以加強團隊交流。參與前檯會議，了解部門最新資訊並交接給團隊成員。評估員工的儀容、紀律和工作效率，並在經理指導下採取糾正措施。
5. 協助經理進行業務趨勢預測，並在經理指導下協助制定策略。協助分析洲際行政酒廊的優勢、劣勢和機會，並協助實施工作計畫。
6. 計畫和協調工作，以達成或超越預算銷售目標。協助進行競爭對手產品的市場調查，並協助發展市場策略。
7. 在考慮酒店入住情況和預測的前提下，協助經理為洲際行政酒廊員工制定高效的工作計畫，安排節日和假日。協助經理審批休假事宜。
Operations & Guest Services
Reports to the Club InterContinental Manager, communicating on all guest service and hotel operational matters.
Assists in supervising personnel, ensuring timely and courteous guest recognition and satisfaction.
Aids in managing daily operations and administration of the Club InterContinental.
Facilitates guest business meetings and maintains stationery supplies.
Business Support & Planning
Supports the Manager in forecasting business trends and planning strategies.
Assists in analyzing the Club's strengths, weaknesses, and opportunities to implement action plans.
Helps coordinate activities to meet or exceed budgeted sales targets.
Participates in market surveys and strategic development for profit targets.
Team Leadership & Administration
Assists in appraising staff performance and implementing corrective actions.
Helps organize and conduct regular team meetings for communication.
Prepares efficient staff schedules, considering occupancy and group movements.
Participates in Front Office meetings to keep the team informed.
Assists with routine equipment servicing and leave approval.
Accountability
This position reports directly to the Club InterContinental Manager. The Supervisor is responsible for assisting in the daily management and oversight of the Club InterContinental operations, ensuring high standards of guest service and efficient administrative support. This role is crucial in supporting the Manager to achieve departmental goals and maintaining the premium guest experience.
10/01
1. 接待 IHG 優悅會會員與洲際大使會員，辦理入住與退房手續，提供專屬接待服務。
2. 協助行政酒廊之日常餐飲服務，包括茶點供應、酒水提供與餐檯補充，維護環境整潔與設施完好。
3. 主動與賓客互動，提供在地旅遊、交通與生活資訊，協助旅程規劃。
4. 配合定期執行餐飲器具之盤點、保養與整理作業，確保備品整齊與服務順暢。
5. 透過良好跨部門溝通協作，追蹤並處理客人需求，提升整體住宿體驗與顧客滿意度。
6.依洲際酒店集團品牌標準，維持專業儀容、服務態度與溝通表現，展現優質品牌形象。
7. 依內部作業規範執行相關流程，包含帳單處理、費用控管與內部報表製作，確保服務與財務操作正確無誤。
Operations & Guest Experience
Greet and serve IHG One Rewards and InterContinental Ambassador guests, assisting with check-in and check-out processes in the Club Lounge.
Support daily lounge operations, including beverage and snack service, buffet maintenance, cleanliness, and guest seating arrangements.
Engage with guests proactively, offering local insights, travel support, and concierge-style assistance.
Participate in regular inventory, upkeep, and maintenance of tableware and service equipment to ensure readiness and hygiene standards.
Collaborate with other departments to track and fulfill guest needs, ensuring a seamless and satisfying stay experience.
People
Maintain personal grooming, behavior, and service manner in accordance with InterContinental Hotels Group brand standards, representing a premium service image.
Financial & Compliance
Follow financial protocols and administrative procedures related to guest billing, amenity records, and reporting accuracy.
Accountability
This position reports to the Club InterContinental Supervisor and is responsible for delivering refined, attentive, and personalized guest services within the Executive Lounge. The agent must demonstrate effective communication, teamwork, and attention to detail to uphold brand excellence and create memorable guest experiences.
10/01
1. 客房清潔與維護，按照既定標準和工作程序，對客房、公共區域和廁所…等進行清潔。補充客用品，並確保設備保持清潔和修繕。
2. 及時且禮貌地完成上級指定的對客服務並滿足客人的要求。如有需求則完成貼身管家服務，包括派送布巾或處理洗衣預訂等。
3. 準確的紀錄酒店客房內的損壞或故障情況。完成區域客房報告和每日客房檢查工作單。
4. 及時向上級彙報和上交客人遺失物品、客人的回饋，以及樓層裡的反常行為和活動。準確記錄劃定區域內的房間情況。
5. 遵守酒店的健康、安全和衛生政策。保持個人儀容和衛生標準。嚴格遵守處理緊急事件的標準政策和工作程序。
6. 與上級會面並承擔每日分配的任務。按要求參加會議和培訓活動。
Operations & Guest Service
Cleans and maintains guest rooms, public areas and toilets to standards.
Replenishes guest supplies and fulfills guest requests promptly.
Maintenance & Reporting
Records damage or malfunctions in rooms accordingly.
Maintains clean equipment and completes daily room reports.
Reports lost and found articles, guest complaints, and unusual activities immediately to the supervisor.
Accurately records room status.
Safety & Compliance
Complies with hotel health, safety, and hygiene policies.
Adheres to personal grooming standards.
Accountability
This position reports directly to the Housekeeping Supervisor. The Housekeeping Attendant is responsible for maintaining the cleanliness and orderliness of guest rooms and assigned areas to hotel standards. This role is essential for guest comfort and contributing to a positive guest experience.
10/01
1. 協調並派遣顧客需求或任務給房務員，確保客房住客的服務及問題得到及時協助，包括備品的遞送等服務。
2. 按照部門流程，於系統上更新客房狀態，並與樓層主管及櫃檯團隊保持即時溝通，回報任何問題或損壞，以確保酒店內的設備和服務設施無缺陷。
3. 協助主管處理各項行政職務，例如添補辦公備品、庫存控制、費用報告及任何其他部門相關文件。定期更新部門佈告欄以提供最新資訊。
4. 處理並排解顧客訴願，在系統內登錄顧客意見回饋。確保問題及時解決，讓顧客滿意。立即將投訴回報給房務主任。
5. 隨時掌握酒店日常服務、活動、促銷等最新資訊。若有任何變更，需向團隊成員更新以確保顧客收到最新資訊。
6. 按照服務標準，提供開夜床服務，包含補充 Mini-bar。
7. 確保工作區域保持乾淨整潔。嚴格遵守酒店所制定的工作場所安全規範。將遺失物送至房務部並填寫所需表格。
Operations & Standards
Supervises the implementation of all housekeeping standards and procedures (e.g., bedroom, bathroom, valet, cleaning, linen maintenance).
Maintains current and thorough knowledge of all housekeeping systems.
Guest & Room Management
Manages all incoming and outgoing calls.
Performs room allocations and inspections, prioritizing arrival rooms.
Liaises with Front Office for guest and hotel requirements.
Ensures timely processing and delivery of guest valet services.
Manages all special guest requests and visits in-house guests daily to collect profiles and comments.
Inventory & Administration
Manages lost & founds for the hotel. Storage areas and maintains Basic stock levels, completing stock takes as required.
Conducts shift briefings to ensure awareness of hotel activities and operational requirements.
Accountability
This position reports directly to the Assistant Executive Housekeeper. The Housekeeping Supervisor is responsible for overseeing the daily execution of housekeeping standards and procedures, ensuring guest rooms are prepared to the highest quality. This role is crucial in maintaining operational efficiency, managing supplies, and contributing to overall guest satisfaction.
10/01
1. 清潔與維護，熟悉酒店所有公共區域，並確保日常保潔工作及時完成。
2. 有效地處理應急事件。與主管溝通化學清潔用品使用事宜，彙報發現的問題並提出整改建議。向上彙報客人的回饋。
3. 安全正確地使用清潔設備。合理保持清潔用品的存貨量，並盡可能對資源進行再利用。
4. 掌握酒店各類特殊活動資訊，以便發現並滿足客人需求。熟悉酒店情況，向客人提供相關資訊。樂於幫助客人，並按照客人要求陪同其到達酒店內指定地點。
5. 參與部門會議。完成管理層交辦的工作。
Operations & Cleaning
Maintains cleanliness of all hotel public areas according to schedule.
Handles emergencies effectively and efficiently.
Communicates with Housekeeping Supervisor regarding chemical usage, issues, and improvement suggestions.
Guest Service & Information
Maintains knowledge of hotel information, special programs, and events to assist guests.
Assists guests and escorts them to locations within the hotel as requested.
Equipment & Inventory
Operates cleaning equipment safely and responsibly.
Maintains Basic stock levels of cleaning supplies and recycles where possible.
Accountability
This position reports directly to the Housekeeping Supervisor. The Public Area Attendant is responsible for maintaining the cleanliness and presentation of all public areas within the hotel. This role is crucial in ensuring a pleasant and safe environment for guests and staff, and contributing to the hotel's overall image.
10/01
1. 負責員工制服的日常維修、修改（如修補破損、調整尺寸、縫製鈕扣等）。
2. 根據需求協助新制服的初次修改與調整。
3. 協助飯店布品修補與簡單加工。定期檢查公共區域布品狀況，發現問題主動回報並維修。
4. 管理縫紉相關工具及材料庫存，提出採購建議。妥善保管及維護縫紉設備，確保安全與正常運作。
5. 完成維修或修改任務後，填寫工單紀錄。定期向主管回報工作進度及物料使用狀況。
6. 配合人資或制服管理人員進行制服盤點、發放協助。臨時支援各部門指定之簡易縫紉需求。
Uniform Repair & Alteration
Responsible for the daily repair and alteration of staff uniforms (e.g., mending tears, adjusting sizes, sewing buttons).
Assists with initial alterations and adjustments for new uniforms as needed.
Special Linen Maintenance
Assists with mending and simple processing of hotel linens.
Regularly inspects the condition of public area linens, proactively reporting and repairing any issues found.
Material Management
Manages the inventory of sewing-related tools and materials, providing procurement suggestions.
Properly stores and maintains sewing equipment, ensuring safety and proper functionality.
Documentation & Reporting
Completes work order records after finishing repair or alteration tasks.
Regularly reports work progress and material usage to the supervisor.
Other Support Duties
Collaborates with HR or uniform management personnel for uniform inventory counts and distribution assistance.
Provides temporary support for simple sewing needs specified by various departments.
Qualifications
Possesses basic sewing skills and relevant experience.
Meticulous and responsible, valuing quality and efficiency.
Possesses good communication skills, capable of working collaboratively within a team.
Accountability
This position typically reports to the Assistant Housekeeping Manager or Housekeeping Manager. The Seamstress is responsible for repairing and altering all hotel linens, ensuring the good condition of uniforms and fabrics, and managing sewing materials and equipment. This role is crucial in maintaining the hotel's image and contributing to cost savings.
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