「值班經理 Guest Services Manager」的相似工作

1.協助國際五星酒店籌備營運前進度管理及各項會議紀錄。 2.協助與酒店管理團隊及本地專業廠商溝通協調，需具備英文溝通能力。 3.業主與營運團隊協調會議安排及事項追蹤。 4.酒店營運端圖面及文書資料統籌彙整。 5.藝術品行政管理、請款、入庫登記、盤點。 6.藝術品專案進度管理及各項協調現勘會議安排及紀錄追蹤工作。 7.酒店藝術專案工作， 包括藝術教育訓練工作及導覽手冊。 8.主管交辦協助事項（採購工作協助等）。 ※預計2026年3月馥華集團總部搬遷至馥華艾美商業辦公室(環狀缐板新站旁)。 ※經實際面談後依學經歷、工作年資計算，核定敘薪。

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。

1.與前臺接待密切合作確保任何時間內正確的房態 2.確保所分配的區域的高度清潔 3.協助準備同仁排班表 4.協助進行員工的培訓和發展 5.採取合適的行動解決客人的抱怨 6.維持對產品和服務的高度瞭解以便於向客人解釋和銷售服務和設施 7.完成任何其他合理的職責和被指派的工作內容

【主要工作內容】： 1. 負責旅客相關服務，包括辦理入住、退房、訂房和提供交通服務。 2. 熟悉酒店設施及周邊地區情況。 3. 負責客務部的培訓、督導和協助基層人員。 4. 當旅客有任何投訴或需求時，擔任酒店與旅客之間的溝通橋樑，作為第一線管理層並詳實紀錄處理過程。 5. 領導執行並遵守酒店有關緊急應變計畫、消防、衛生、健康和安全政策。 6. 根據現場情況與其他部門協調客房安排事宜。 8. 確保現場作業符合標準作業流程，並定期巡視營運單位以確保無異常情況。 9. 確實完成每一班別的工作清單，完成客務經理交辦之事項。 10.需配合輪班工作（早班、晚班、大夜班）。 【員工福利項目】： -集團員工住宿/餐飲優惠。 -每月另有交通補助、伙食津貼、日文/韓文語言津貼。

1.負責賓客接待 2.住宿安排(Check in & Check out)等事宜 3.協助主管督導管理

Supporting Management of Front Desk Team • Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example. • Encourages and builds mutual trust, respect, and cooperation among team members. • Supervises and manages employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence. • Ensures employee recognition is taking place on all shifts. • Establishes and maintains open, collaborative relationships with employees. Monitoring and Supporting Progress Toward Guest Services and Front Desk Goals • Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis. • Develops specific goals and plans to prioritize, organize, and accomplish your work. • Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others. • Strives to improve service performance. • Collaborates with the Front Office Manager on ways to continually improve departmental service. • Communicates a clear and consistent message regarding the Front Office goals to produce desired results. • Participates in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results. • Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement. Ensuring Exceptional Customer Service • Provides services that are above and beyond for customer satisfaction and retention. • Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed. • Serves as a role model to demonstrate appropriate behaviors. • Sets a positive example for guest relations. • Displays outstanding hospitality skills. • Empowers employees to provide excellent customer service. • Interacts with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction. • Provides feedback to employees based on observation of service behaviors. • Handles guest problems and complaints effectively. • Interacts with guests to obtain feedback on product quality and service levels. Managing Projects and Policies • Implements the customer recognition/service program, communicating and ensuring the process. • Ensures compliance with all Front Office policies, standards and procedures. • Monitors adherence to all credit policies and procedures to reduce bad debts and rebates. Additional Responsibilities • Provides information to supervisors and co-workers by telephone, in written form, e-mail, or in person. • Analyzes information and evaluating results to choose the best solution and solve problems. • Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner. • Functions in place of the Front Office Manager in his/her absence. • Communicates critical information from pre- and post-convention meetings to the Front Office staff. • Participates in department meetings.

1. Develops and maintains corporate client relationships to drive room / hotel revenue growth 2. Conducts market research and competitor analysis to identify business opportunities 3. Responds to room inquiries and prepares tailored proposals, quotations, and contracts 4. Organizes sales activities, site inspections, sales trip , telemarketing and presentations to showcase hotel products 5. Executes sales activities in line with Marriott standards, ensuring brand consistency 6. Collaborates across departments to deliver a smooth, high-quality guest experience 7. Provides exceptional customer service to enhance loyalty and long-term partnerships 8. Participates in sales meetings, reporting, and account management reviews

1. 負責旅客相關服務，包括辦理入住、退房、訂房、提供交通諮詢。 2. 熟悉飯店設施及周邊地區情況。 3. 負責客務部基層人員的培訓、督導。 4. 熟悉緊急事件的處理程序及客訴及或突發狀況。 5. 領導執行並遵守飯店有關緊急應變計畫、消防、衛生、健康和安全政策。 6. 具跨部門溝通協調能力。 7. 確保現場工作符合標準作業流程，並定期巡視大廳區域以確保無異常情況。 8. 處理顧客抱怨，受理旅客投訴案件並詳實紀錄處理過程。 9.熟Opera系統操作。 10. 完成客務經理交辦之事項。

1.負責顧客入住及退宿安排 2.顧客關係維護 3.客房訓練工作安排 4.客房其他專案執行

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.

協助客務部經理/副理，管理班表與日常營運，負責帶領前檯同仁提供接待、入住、退房與賓客諮詢等服務，維護服務品質並即時處理現場與賓客之需求，保障飯店營用順利銜接、賓客滿意度以及社交媒體平台之反饋追蹤與管理。 協助前檯人員排班、核對出勤，監督值勤工作分配與標準作業流程執行狀況。 帶領團隊處理入住、退房流程、現場接待與訪客諮詢，確保服務效率與專業態度。 第一線即時協助並提供賓客服務、其他飯店相關服務需求，記錄事件並回報主管。 更新並落實萬豪旅享家Marriott Bonvoy之會員禮遇計畫及執行。 定期檢查前檯接待品質、話術、流程與文件正確性，培訓與指導新同仁快速上手。 核查班次交接資料、房卡、金庫及營運系統(PMS/POS)正確，確保帳務無誤。 與客房、工程、餐飲等部門保持即時聯繫，支援特殊賓客安排與營運流暢。

【主要工作內容】 1. 熟悉房客諮詢服務及處理排房事宜，如：訂房、進房、退房等。 2. 顧客關係處理，協助客人處理入住期間各項事宜，抗壓性高。 3. 具服務熱忱、合作精神、協調力，能與團隊成員合作達成任務。 4. 負責客務部的培訓、督導和協助基層人員。 5. 其他主管交辦事項，及櫃檯行政事務處理。 【員工福利項目】： -集團員工住宿/餐飲優惠。 -每月另有交通補助、伙食津貼、日文/韓文語言津貼。 ~歡迎有意進入酒店行業/二度就業，加入我們的行列~

1.協助賓客辦理入住、退房手續和掌握住房狀況。 2.具備與同事及跨部門的良好溝通能力。 3.賓客關係維護。 4.熟悉緊急事件處理程序及處理可能發生之客訴及突發事件。 5.負責現場的指揮及調度。 6.具飯店相關經驗。 7.協助夜間財務稽核作業及報表處理。 8.主管交辦事項。 9.須配合輪班。

1.飯店指引、大門口迎賓送客接待工作，並提供相關服務。 2.提供顧客當地旅遊資訊、路線規劃、大眾運輸及接送等相關諮詢服務。 3.賓客關係維護。 4.每日VIP報表製作並佈達及執行所屬單位相關接待事宜。 5.協助客人行李運送及寄存服務。 6.住客遞送信件包裹與其他信函服務。 7.單位教育訓練及人員管理。 8.須輪班，遇特殊狀況時須配合班別調整。 9.其它主管交辦事項。

1. 採購符合衛生法規酒店用品。 2. 協助各單位處理所有採購事宜。 3. 根據營運需求訂購所有品項，及確保配送時間符合備料需求。 4. 執行酒店倉儲產品「先進先出」原則。 5. 確保酒店食品與飲料倉儲資產的安全措施落實。 6. 維持庫存控管，包括數量、有效日期、輪替、申領等。 7. 確保驗收標準程序與採購規格一致。 8. 維持符合品牌指南的衛生與安全標準。 9. 使用系統進行日常及期末餐飲成本核算。 10. 準時完成行政工作及其他主管交辦事項。

甜點領班負責在工作站指導並準備各類甜點項目，包括準備、烘焙和擺盤菜餚。此職位將指導廚房某一區域的日常運營，提出持續改進的建議，遵守顧客服務標準，並支持維護食物衛生、健康和安全標準的工作。 1. 遵循嘉佩樂酒店的規範，生產穩定且高品質產品，並提供專業、有禮、高效且靈活的服務。 2. 擁有完整的工作知識和技能，能夠監督、糾正並展示各項職責以確保其符合標準。 3. 能夠靈活地在各餐飲部門內輪替值班。 4. 能夠獨立執行所被分配到的工作區域職務。 5. 維持廚房的一貫標準並遵循該廚房所規範的準則。 6. 於日誌中回報每日產能以及任何問題，包括損壞和破損。 7. 遵循酒店的標準作業流程。 8. 充分熟悉酒店所提供的各項服務與設施。 9. 執行所屬廚房的開始及結束營業的作業流程。 10. 確保工作場所及週邊區域維持整潔有序，並遵守食品安全的標準作業流程。 11. 在甜點廚房區域引導員工控制份量和減少浪費，以達到最小損耗。 12. 以有禮且有效率的方式處理顧客需求，並向主管報告任何顧客投訴或問題。 The Chef de Partie directs the preparation of a variety of pastry items at a workstation, which includes preparing, baking, and plating dishes. The Individual guides a section of the kitchen’s operations, suggests areas for continuous improvement within a workstation, adheres to customer service standards, and supports initiatives to maintain food hygiene, health, and safety standards. 1. To produce a consistent, high-quality product and provide a courteous, professional, efficient, and flexible service at all times, following the Capella Standards of Performance. 2. To have a full working knowledge and capability to supervise, correct, and demonstrate all duties and tasks in the assigned Place of Work to the standard set. 3. To be entirely flexible and adapt to rotate within the Food & Beverage Department of the hotel as assigned. 4. To independently be able to run the section you are assigned to. 5. To maintain the general standards of the kitchen as well as the implementation of the kitchen manual rules and regulations for your section. 6. Report in the logbook all productions and problems daily including spoilage and breakage. 7. Follow the hotel's SOPs. 8. To be fully conversant with all services and facilities offered by the hotel. 9. To perform opening and closing procedures established for the Place of Work as assigned. 10. To ensure that the Place of Work and surrounding area are kept clean and organized at all times and follow food safety SOPs. 11. Guide staff in portion and waste control in the pastry kitchen section to minimize loss and wastage 12. To handle guest inquiries courteously and efficiently and report guest complaints or problems to supervisors.

1. Completes the registration process by inputting and retrieving information from a computer system , confirming pertinent information including number of guests and room rate . Makes appropriate selection of rooms based on guest needs . Codes electronic keys . Non –verbally confirms the room number and rate . Promotes and administers Hilton Marketing programs such as Hilton Honors , for arriving guests . Ensures guests knows location of room , containing room keys , tokens of our appreciation ,gifts , etc ,to guest . 根據預訂優質快速的為客人辦理入住手續，確認相關資訊，如:房價，人數等，依客人喜好予以排房。向客人介紹酒店各種宣傳促銷活動及推銷Hilton榮譽客會給非會員，吸引新會員的加入。指引去房間的方向並解釋房卡的使用方法，向客人分發禮物等。 2. Ensures rooms and services are correctly accounted for within guest statement Properly accounts for service provided by the hotel . Assists guests with check out payments or charges . Accepts and records vouchers , credit, traveler’s checks , and other forms of payment , converts foreign currency at current posted rates . 確保入住期間的各項需求能有效滿足，幫助客人辦理外幣兌換及結帳手續。接收現金，信用卡，旅行支票，公司或協力廠商付費等付款方式。 3. Greets customers immediately with a friendly and sincere welcome . Uses a positive and clear speaking voice , listens to understands requests , responds with appropriate action and provide accurate information such on outlet hours , special VIP programs , events , etc . 熱情友好的問候客人，對客人的合理需求予以積極恰當的回應。準確提供各種資訊如：酒店營業場所的營業時間及VIP促銷計畫等。 4. Receives special requests from guests , and responds appropriately or forwards requests to appropriate team members for decisions and actions. 對自己許可權範圍內不能予以解決的問題和需求，及時回饋給相應部門和人員予以解決。

1.具10年以上飯店營運或後勤相關部門實務經驗。 2.負責監督部門各項標準和工作執行。 3.執行力強，具備溝通協調能力,積極正向的工作態度 4.良好外語能力。 5.有新籌備案經驗，熟金旭系統佳。

1.確保能以適當的運作，保持最大客房入住率。 2.維持酒店的最高可能平均房價。 3.客房的正常條件及可用性及時更新。 4.檢查貴賓房間及有關貴賓的到達。 5.團隊預定情況與業務部保持一致。 6.對可能發生的房間變動的控制並對變動做出解釋。 7.預期日、周、月客房佔用率與實際佔用率對比衡量將變動記錄。 8.做前廳部年度預計報表。 9.即時的準確房態。 10.擬定有關預期客房入住率，預定模式，預期登記入住和結帳的管理的書面報告。 11.確保下屬各部門能夠按照飯店品牌標準和服務執行工作任務。 12.主管交辦事項。

1.年度教育訓練計劃擬定、規劃及執行(培訓對象-飯店櫃檯人員、餐廳服務人員、房務等；豪宅物業主管、接待秘書、保全人員等) 2.新人與各階主管教育訓練計劃擬定、規劃及執行 3.教案教材編製、管理 4.教育訓練系統與員工訓練紀錄維護 5.建教合作之學校管理與實習生員額申請 6.推動職能盤點與分析，協助各專業領域建構學習地圖 7.內部講師管理制度理推展施行 8.主管交辦事項