以高效、準確的方式處理所有預訂,查詢和客人要求,負責客房庫存控制和銷售策略的執行。
1.處理所有通過電話、傳真、電傳、內部郵件、公司預訂中心或旅行社收到的預訂請求、更改和取消。
2.在確認任何預訂前確認房間是否可售。在售罄的日期建議客人預定其他日期。
3.提供準確的交通安排,酒店/水療中心/餐廳方向資訊。
4.與來電者核實所有預訂資訊以確保準確性。
5.向客人解釋擔保和取消政策。
6.熱情準確地描述住宿和所有設施、服務。
To process of all reservations inquiries, booking and customer service requests in an efficient, accurate manner, responsible for the execution of strategies in relation to inventory control and selling.
1.Process all reservation requests, changes and cancellations received by phone, fax, telex, mail internally, and through corporate reservations center or travel agencies.
2.Verify availability before confirming any reservation. Suggest alternate dates for sold-out dates.
3.Relay accurate information on transportation arrangements, directions to hotel/spa/restaurants.
4.Verify all reservation information with caller to ensure accuracy.
5.Explain guarantee and cancellation policies to callers.
6.Enthusiastically and accurately describe accommodations and all amenities, services.
宴會廳/客房服務,有別於一般大型飯店,提供更精緻高端的宴會服務,僅3個宴會廳場地,最大45坪,建議多數6桌,提供中西式宴會行事,多舉辦精品發表鑑賞、會議等活動。餐飲客房提供86間客房服務、入住房間歡迎點心飲品準備。
https://capellahotels.com/en/capella-taipei/meeting-event
宴會廳/客房服務主任將協助宴會廳/客房服務經理在其負責區域內協調並分配職務,為顧客提供高效率、豪華且流暢的服務以及一流的用餐體驗。
1.協助宴會廳/客房服務經理協調並分配職務,以實現卓越的營運績效。
2.確實地傳達期待、認可績效並產生一致的業務成果。
3.監督宴會廳/客房服務開始與結束的工作流程。
4.協調所屬工作區域內的職務,確保服務順利進行。
5.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。
6.保護顧客和同事的隱私與安全。
7.嚴格遵守酒店所制定的各項部門營運標準、政策和流程。
8.能夠執行部門內的所有職務,並在必要時協助輪班。
The Banquet/In Room Dining Supervisor assists the Banquet/In Room Dining Manager in the coordination and delegation of tasks within the assigned working station/sector, ensuring an efficient, luxurious, and smooth service flow and stellar dining experience for our guests.
1. Assists Banquet/In Room Dining Manager in coordinating and delegating daily tasks to deliver an exceptional operating performance.
2. Communicates expectations, recognizes performance, and produces consistent desired business results.
3. Supervises the workflow of opening and closing shifts.
4. Coordinate tasks within the assigned sector to ensure the smooth running of service.
5. Handling complaints and resolving service ‘Glitches’, keeping a record of all feedback under the appropriate system. Ensures that the issues are resolved on time to guests' satisfaction.
6. Protect the privacy and security of guests and coworkers.
7. Complies strictly with all departmental operating standards, policies, and procedures set by the hotel.
8. Be able to perform all tasks within the department and assist in shift coverage when necessary.
櫃檯服務專員的主要責任是確保櫃檯運作順暢,處理多項同時進行的工作,例如客房退房、接待客房預訂及處理所有客人的需求。櫃檯服務專員與房務部辦事員緊密合作,確保房間準備就緒,通過雙方協調來完成此項工作,同時執行出納相關職責及客人賬單準確無誤。
1. 確保每日每個班次完成開帳和關帳工作清單。
2. 執行與出納相關的服務,包括但不限於兌換外幣、向客人致上誠摯的告別,並確保所有帳單詳情準確無誤,然後再向客人出示最終帳單以便付款。
3. 嚴格遵守資料保護法規和組織安全程序,以確保客戶資料、信用和現金交易的安全性。
4. 嚴格遵守所有部門政策、工作場所安全和酒店制定的安全程序
5. 熟悉客房設施、酒店設施與服務、以及處理緊急事件的工作程序。
6. 維持對飯店促銷、優惠房價和會員制度的知識,並提供建議給客人的詢問。
7. 報告任何客戶投訴及解決服務問題,並將所有反饋登錄在系統中,確保問題及時解決,令客人滿意。
8. 維持與團隊和其他部門的積極和諧關係。
9. 執行行政職責,包括但不限於通過電子郵件和電話處理客戶需求,並協助其他部門的同事。
10. 參加培訓課程,並向上級或經理提供建議或反饋,以改善業務運營。
11. 嚴格遵守所有部門政策、工作場所安全和酒店制定的安全程序。
12. 確保工作區域始終保持整潔有序。
The Front Desk Agent’s main responsibility is to ensure a smooth operation of the Front desk by handling multiple concurrent tasks such as room check-outs, attending to rooms reservation and all guest requests. The individual works closely with the Housekeeping Coordinator in ensuring room readiness by keeping room status reports up-to-date and performs cashier-related functions and guest account billing.
1. Performing shift opening and closing before and after end of each shift
2. Performing cashier-related functions, including but not limited to exchange foreign currency, extend fond farewell and ensure that all billing details are accurate before presenting final bill to the guest for payment.
3. Strictly comply with data protection regulation and organizational security procedures for guest registration and credit and cash transactions.
4. Ensure adherence to all departmental standard operating policies and procedures.
5. Have a thorough understanding of all guest room features, hotel facilities and service amenities as well as emergency protocol in order to orientate guests effectively
6. Assisting in answering and providing recommendation to guest’s inquires. Including loyalty programs, special rates and any promotional activities.
7. Handle and report any service ‘Glitches’ and report it under the appropriate system, resolve the issue and ensure that corrective actions and service recovery follow ups are action upon in a timely manner.
8. Maintain a positive and harmonious relationship with the team and other departments.
9. Performing administrative duties which includes but not limited to; assisting to guest’s requests via emails and telephone calls, providing Front Desk support to colleagues from other departments.
10. Attend training sessions and provide suggestions or feedbacks to supervisors or managers for operational improvement.
11. Maintain strict compliance to all departmental policies, work place safety and security procedures set by the hotel.
12. Ensures that working area is kept organized and clean at all times.
The Assistant Manager, F&B Guest Experience & Reservations reports to the Executive Assistant Manager of Food & Beverage (EAM of F&B) and is responsible for overseeing the entire F&B guest journey. The role is dedicated to delivering exceptional and personalized Capella dining experiences for guests at Capella Taipei.
You will also lead and support team members across all F&B outlets, equipping them with the knowledge and tools necessary to perform effectively across various service styles. In addition, you will coordinate and supervise the day-to-day operations of the department, ensuring smooth execution while making thoughtful decisions that align with the overall business objectives—including service excellence and revenue performance.
1. Proactively seek solutions and anticipate potential opportunities.
2. Work closely with outlet managers to manage a diverse portfolio of F&B clientele.
3. Propose and develop targeted client strategies to establish and maintain strong relationships while enhancing brand engagement.
4. Continuously track and support the development of high-potential VIP guests.
5. Collaborate closely with the EAM of Food & Beverage to formulate and implement operational business action plans.
6. Actively participate in daily operations and on-site activities, engaging with guests to build long-term relationships.
7. Attend on-property events to expand and maintain a network of high-potential guests.
8. Demonstrate excellent interpersonal and organizational skills.
9. Deliver warm and professional interactions during service periods, creating memorable and personalized experiences—especially during special occasions—while promptly addressing guest feedback with appropriate actions.
10. Confidently and clearly explain the menu, offering expert recommendations and beverage pairing suggestions.
餐飲部顧客關係副理將向餐飲部營運副總經理(EAM of Food & Beverage)匯報,全面負責餐飲賓客的整體體驗流程,致力於為臺北嘉佩樂的貴賓提供卓越且貼心的 Capella 餐飲體驗,並為每位賓客量身打造個人化的專屬服務。
此職位亦需領導並協助各餐飲團隊成員,提供其執行多元服務風格所需的知識與資源,確保團隊展現專業且一致的服務水準。您將協調並監督部門日常營運的各個層面,並在符合業務整體目標的前提下,做出明智決策,包含規劃並推動卓越服務品質與營收績效等關鍵指標。
1. 能主動尋求解決方案,並預判潛在的機會。
2. 與各餐廳經理密切合作,管理多元的餐飲客戶群。
3. 提出並發展針對性客戶策略,確保與客戶建立並維繫良好關係,同時提升品牌參與度。
4. 持續追蹤與協助發展具高度潛力的貴賓客群。
5. 與餐飲部營運副總經理密切合作,制定並落實營運業務行動計畫。
6. 積極參與餐廳營運與現場活動,主動與賓客互動並建立長期關係。
7. 出席館內活動,擴展並維護高潛力賓客網絡。
8. 具備優秀的人際溝通與組織協調能力。
9. 於餐期展現溫暖、專業的互動,創造難忘且個人化的體驗,特別是在賓客的特殊時刻,並即時回應回饋並採取相應行動。
10. 能自信且清晰地解說菜單內容,提供專業建議及酒水搭配推薦。
1. 應收帳款審核與入帳、立帳與沖帳作業。
2. 定期與客戶對帳,處理發票與收款相關查詢。
3. 協助開立發票、收入認列及發票作廢/折讓處理。
4. 協助月結作業與帳款明細及科目餘額表之編制。
5. 應收帳款帳齡分析與追蹤催收作業。
6. 支援營業稅相關申報作業(含銷項稅額登錄與調節表)。
7. 協助配合國稅局查核與會計師查帳所需資料提供。
8. 提供主管應收與收入分析資料,協助預算與決算作業。
9. 其他主管交辦事項。
1. Manage accounts receivable: invoice issuance, posting, reconciliation, and collection.
2. Handle customer account reconciliations and respond to invoice/payment inquiries.
3. Assist with revenue recognition, credit notes, and invoice cancellations.
4. Support monthly closing, AR aging analysis, and financial reporting.
5. Assist with VAT filings and provide documentation for tax and audit purposes.
6. Prepare AR and revenue reports to support budgeting and financial analysis.
7. Perform other tasks as assigned by management.
Responsible to co-ordinate and oversee all hotel operations in the absence of the General Manager or designate during nights. The principal responsibility is safety and security of guests and ensuring the accurate and timely completion of the night audit function during the hours of 11pm-7am.
1.Conduct inspections of front of house and back of house during shift, including Front Office, Housekeeping, Lobby, Food and Beverage Outlets, Public Areas, Car Parking.
2.Build strong relations with all guests, noting special attention to the hotel's VIPs and return guests to ensure long lasting guest loyalty.
3.Handling complaints and resolving service 'Glitches', keep a record of all feedbacks under the appropriate system. Ensures that the issues are resolved in a timely manner to guests' satisfaction.
4.Efficient check in and check out process.
5.Maintain own cash float and correct banking.
6.Update Guest History Maintenance.
7.Staff Supervision of Night staff: Contractors; Porters, Cleaners, Room Service and works with Human Resources to ensure their performance is effectively managed
8.Oversees the Night Audit Function.
9.Compete against a standard of excellence by setting high performance standards and pursuing aggressive goals.
10.Strive for constant improvements and takes responsibility for achieving business results and persevere despite obstacles.
11.Diagnose problems and thoroughly analyze information to guide decision making.
12.Evaluate and assimilate critical information when reaching conclusions and make logical, competent decisions.
13.Build and maintain positive relationships with all internal customers and guests in order to exceed their needs.
負責在總經理或夜間指派主管不在的情況下協調和監督所有酒店運營。確保客人夜間安全及所要求之相關服務,並確保在晚上 11 點至早上 7 點期間準確及時地完成夜間稽核工作。
1.輪班期間檢查前廳和後廳,包括前廳、客房部、大廳、餐飲店、公共區域、停車場。
2.與顧客建立緊密的關係,辨識任何特殊需求的顧客、回訪客和 VIP,以建立長久的顧客忠誠度。
3.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。
4.高效率的入住和退房流程。
5.維持自己的現金流動和正確的銀行業務。
6.更新訪客歷史記錄維護。
7.夜間工作人員的員工監督:承包商;搬運工、清潔工、客房服務人員並與人力資源部合作,確保他們的績效得到有效管理。
8.監督夜間稽核工作。
9.透過設定高績效標準和追求進取的目標,與卓越標準競爭。
10.努力不斷改進,為實現業務成果承擔責任,克服障礙堅持不懈。
11.診斷問題並徹底分析資訊以引導決策。
12.在得出結論時評估和吸收關鍵資訊並做出合乎邏輯的、有效的決策。
13.與所有內部客戶和客人建立並維持積極的關係,以超越他們的需求。
問候所有到達和離開酒店的客人,根據客人的需求保管行李並將其送到客房或大堂,特別是使用酒店提供交通服務的客人。主要負責在客人入住期間及時滿足客人的需求,並給予適當的關注。全面了解酒店的服務與設施,記錄所有重要的交通數據,並協助日常的車輛管理。
1. 與客人建立良好關係,以獲得客人的忠誠度。
2. 確保所有與客人有關的送貨服務都準確地記錄下來。
3. 確保所有交通工具的記錄都是完整且正確的。
4. 確保客人抵達及離開酒店的程序都按照標準步驟進行處理。
5. 協調並及時運送及收取客人的行李。
6. 隨時為抵達的客人及離店的客人打開大門。
7. 時刻保持工作區域的整潔。
8. 保持微笑熱烈歡迎客人的到來,並盡可能使用客人的名字來稱呼他們。
9. 為入住的客人提供客房參觀,讓客人了解酒店的各項設施和資訊。
Greets all guests and visitors upon their arrival, deliver or collect guest’s luggage according to their request in timely manner, especially the one using hotel transportation Services. Responsible for paying attention to guest needs throughout their stay. Knowing hotel product knowledge and amenities, providing accurate information of all areas in the Hotel and Guest Room. Record all necessary transportation, vehicle data and assist in the daily management of hotel vehicles.
1. Build good relationship with guests to obtain guests' loyalty.
2. Ensure all the delivery services are noted down accurately.
3. Ensure proper records are maintained for all transportation.
4. Follow hotel’s quality standards and procedures upon Guest Arrival and Departure.
5. Able to deliver and collect guests’ luggage in a timely manner.
6. Ensure lobby door is open immediately to the arrivals/departures.
7. Always maintain the cleanliness of work area and equipment used.
8. Greet, welcome and anticipate every guest. Best to greet them with their names.
9. Provide a tour to guests around the hotel.
負責人事方面工作的計畫、管理、協調以及參與,如管理福利、勞工關係、飯店人事政策、規章、程序以及活動實施的建議。
1.管理人資部門,保證服從飯店的所有政策和程序,以及其他與同事工作有關的政府政策。
2.建立並實施招募、甄選規定和程序,為空缺職位吸引更多有資格的候選人。
3.根據部門的標準、政策和程序與申請部門協調共同招募員工;協助申請部門對新同事入職指導及評估。
4.回顧所有規章制度以確保其可應用性。與部門主管協調,並向管理層推薦最後將採用的規章制度。
5.維護並隨時更新同仁記錄的檔案、政策程序以及其他與人事相關的檔。
6.按照飯店和政府的要求定期向管理層上交報告,如離職報告、人事相關清單,事故報告等等。
7.回顧人資政策、程式和實施情況,向管理層提出改進、改良或更新的建議。
8.向飯店同事提供必要的諮詢,如職業規劃、員工關係以及其他與人資有關的法律援助。
9.在飯店內實施並跟進有效的員工關係以及激勵機制。
Responsible for planning, managing, controlling, coordinating and participating in Personnel activities such as the administration of benefits, labor and employee relations; for the formulation and recommendation for implementation and execution of hotel personnel policies, rules, procedures and programs.
1.Manage Personnel Department, ensuring compliance with all hotel policies and procedures; and local and government regulations pertaining to employment practices.
2.Develops and implements recruiting and screening systems and procedures in order to attract most qualified candidates for position vacancies.
3.Coordinates with requisitioning departments in the recruitment of employee following established standards, policies and procedures; assists them in the orientation and evaluation of their personnel.
4.Investigates and reviews all disciplinary actions to ensure applicable law and regulations and procedures are followed. Consults with department heads on appropriate action and recommends to management final action to be taken.
5.Maintains and updates files on employee records, legal documents policies and procedures and other personnel matters.
6.Prepares and submits periodic reports for management use in accordance with hotel and government requirements such as turnover reports, personnel inventories, accident reports etc.
7.Reviews personnel policies, procedures, and practices; recommends changes, modification or updating to management.
8.Counsels hotel personnel as needed in areas such as career planning, employee relations and legal requirements related to personnel.
9.Implements and monitors an effective employee relations and motivation programs in the hotel.
1. 協助餐飲部各餐廳開幕前準備工作,包含餐廳佈置、餐具整理、接受餐飲專業訓練。
2. 協助餐飲廳行政庶務。
3. 其他主管交辦事項。
4. 確保餐期前,維持桌面整齊乾淨、餐具完整。
5. 送餐及收餐,擦拭餐盤、餐具,補充餐飲備品等。
6.整理餐桌及環境。
1. Assist in the preparation of the opening of each restaurant in the F&B department, including restaurant decoration, tableware arrangement, and professional training in catering.
2. Assist in the administrative affairs of the food and beverage hall.
3. Other matters assigned by supervisors.
4. Make sure that the table is neat and clean, and the utensils are intact before the meal.
5. Deliver and receive meals, wipe down plates and utensils, replenish catering supplies, etc.
6. Organize the table and the environment.