客务专员（前厅接待）
逸兰‘禧瑞都’服务式公寓
- 公司规模：50-150人
- 公司性质：外资(非欧美)
- 公司行业：物业管理/商业中心 酒店/旅游
职位信息
- 发布日期：2013-09-11
- 工作地点：北京-朝阳区
- 招聘人数：若干
- 工作经验：一年以上
- 学历要求：大专
- 语言要求：英语熟练
普通话熟练 - 职位类别：前厅接待
职位描述
职位名称 客务专员
JOB TITLE Guest Services Officer
职位描述
JOB DESCRIPTION
1. 熟悉服务式公寓的政策制度、操作程序以及前厅部工作手册。
Familiarize with the established policies and procedures of the Serviced Residences and the Front Office Manual.
2. 熟悉紧急情况的应对措施流程，例如火灾、安全、治安和意外事件等。
Familiarize with emergency procedures e.g. fire, security, police and accidents etc.
3. 熟悉各种类型的凭单和与前台相关的操作流程。
Familiarize with all types of vouchers and the procedures concerning the front desk.
4. 关于住客对房间内保险箱的使用，应遵守相应的操作政策及程序。
Adhere to the operating policies and procedures regarding the use of guest in-room safe deposit boxes.
5. 严格遵守卡片式智能钥匙的操作流程，在需要第二张卡片式智能钥匙时，或是因为钥匙错放而需要一张新的卡片式智能钥匙时，一定要对住客的身份进行核查。
Comply with the key Card System procedures and ensure that resident’s name is verified when a second Key Card is required or when a replacement of a new key card is needed after it has been misplaced by a resident.
6. 负责接听电话。符合迅速且有礼貌地接听电话的礼仪标准。
Be responsible for Telephone Operator Tasks. Answer the telephone promptly and courteously and follow telephone etiquette in line with established standards.
7. 随时向客人表达友好、礼貌的致意，试图记住客人的名字，并尽量用名字来称呼客人。这在提供个性化服务中起着极为重要的作用。
Greet guests at all times in a friendly and courteous manner, and attempt to learn and use guests’ names at every opportunity. This is of utmost importance in the goal of providing personalized service.
8. 熟悉夜班检查程序，执行经理的指示。
Familiarize with night audit procedure and perform nightshift duty as instructed by manager.
9. 帮助住客注册，并检查住客在预订房间时所留的关于其身份信息的正确性。例如：姓名的拼写、详细的地址、付款的方式等等。同时还要核查住客的特殊要求，其中包括房间类型、房间价格以及居住期限。
Register residents and check on the accuracy of information on the reservations with respect to identity of the residents e.g. spelling of name, full address, method of payment etc., as well as the specific requests of the guests e.g. type of residence, rate of residence, and length of stay.
10. 陪同住客到达入住房间，并介绍房间的特色。
Escort all residents to their residences and explain the features of the residences.
11. 迅速解决住客的投诉、询问以及相关要求，并向前厅部主管汇报。
Attend to resident’s complaints, enquiries and requests promptly and report to the Guest Services Supervisor.
12. 负责及时将费用凭单转到住客底账。
Is responsible to post the charge vouchers into Guest Ledger immediately.
13. 正确传送每一份特定支付方式的账单，例如现金、信用卡、以及挂账等等。
Post correctly on each bill the specific form of payment e.g. cash, credit cards, city ledger and etc.
14. 处理支付挂账的相关事宜。在处理完有关住客结算方式的所有资料后，将以挂账方式支付的付款记录在新的底账上。
Handle payments for city ledger accounts. Register the payment on a new ledger after having taken all information pertaining to the resident’s method of settlement.
15. 依据前厅部经理批准的折扣凭单，处理所有的折扣。
Process all rebates through a rebate voucher with the approval of the Front Office Manager.
16. 在将任何账目转到挂账之前，确保严格遵守所有的操作程序。
Ensure that all procedures are adhered to before transferring any accounts to city ledger.
17. 确保恰当处理和接管现金。对所有的现金超额及现金短缺，必须在现金汇款信封上做出简要说明或声明，相关出纳员应随后对其展开调查，并立即向前厅部主管汇报。
Ensure proper handling and taking over of cash float. Any excess or shortages of cash that must be indicated/declared on the cash remittance envelop. Investigation is to be followed up by the cashier concerned and reported immediately to the Guest Services Supervisor.
18. 由客务主管指派的相关职责。
Perform related duties as assigned by the Guest Services Supervisor.
职位要求：
BRIEF REQUIREMENTS FOR THE JOB:
1. 酒店管理学院/旅游学院毕业。
Hotel School / Tourism Institution Diploma.
2. 熟练使用Office & Windows。
Proficient with Office & Windows.
3. 具有酒店系统的丰富知识和经验。五星级酒店/服务式公寓相关职位的工作经验。具有北京城市的旅游知识和兴趣。
Excellent experience and knowledge’s of hotel system. Experience in similar position in International 5 stars hotel or service apartment operation. Excellent knowledges with Beijing City's touristic interest.
4. 流利的口语和书面英语，掌握其他语种者优先。普通话口语和书写流利。
Fluent Verbal and Written English. Additional language would be an advantage. Fluent in Mandarin written and spoken.
5. 具有服务性，个性友好，外表形象好。
Service oriented. Friendly personality. Tall and smart looking appearance.
JOB TITLE Guest Services Officer
职位描述
JOB DESCRIPTION
1. 熟悉服务式公寓的政策制度、操作程序以及前厅部工作手册。
Familiarize with the established policies and procedures of the Serviced Residences and the Front Office Manual.
2. 熟悉紧急情况的应对措施流程，例如火灾、安全、治安和意外事件等。
Familiarize with emergency procedures e.g. fire, security, police and accidents etc.
3. 熟悉各种类型的凭单和与前台相关的操作流程。
Familiarize with all types of vouchers and the procedures concerning the front desk.
4. 关于住客对房间内保险箱的使用，应遵守相应的操作政策及程序。
Adhere to the operating policies and procedures regarding the use of guest in-room safe deposit boxes.
5. 严格遵守卡片式智能钥匙的操作流程，在需要第二张卡片式智能钥匙时，或是因为钥匙错放而需要一张新的卡片式智能钥匙时，一定要对住客的身份进行核查。
Comply with the key Card System procedures and ensure that resident’s name is verified when a second Key Card is required or when a replacement of a new key card is needed after it has been misplaced by a resident.
6. 负责接听电话。符合迅速且有礼貌地接听电话的礼仪标准。
Be responsible for Telephone Operator Tasks. Answer the telephone promptly and courteously and follow telephone etiquette in line with established standards.
7. 随时向客人表达友好、礼貌的致意，试图记住客人的名字，并尽量用名字来称呼客人。这在提供个性化服务中起着极为重要的作用。
Greet guests at all times in a friendly and courteous manner, and attempt to learn and use guests’ names at every opportunity. This is of utmost importance in the goal of providing personalized service.
8. 熟悉夜班检查程序，执行经理的指示。
Familiarize with night audit procedure and perform nightshift duty as instructed by manager.
9. 帮助住客注册，并检查住客在预订房间时所留的关于其身份信息的正确性。例如：姓名的拼写、详细的地址、付款的方式等等。同时还要核查住客的特殊要求，其中包括房间类型、房间价格以及居住期限。
Register residents and check on the accuracy of information on the reservations with respect to identity of the residents e.g. spelling of name, full address, method of payment etc., as well as the specific requests of the guests e.g. type of residence, rate of residence, and length of stay.
10. 陪同住客到达入住房间，并介绍房间的特色。
Escort all residents to their residences and explain the features of the residences.
11. 迅速解决住客的投诉、询问以及相关要求，并向前厅部主管汇报。
Attend to resident’s complaints, enquiries and requests promptly and report to the Guest Services Supervisor.
12. 负责及时将费用凭单转到住客底账。
Is responsible to post the charge vouchers into Guest Ledger immediately.
13. 正确传送每一份特定支付方式的账单，例如现金、信用卡、以及挂账等等。
Post correctly on each bill the specific form of payment e.g. cash, credit cards, city ledger and etc.
14. 处理支付挂账的相关事宜。在处理完有关住客结算方式的所有资料后，将以挂账方式支付的付款记录在新的底账上。
Handle payments for city ledger accounts. Register the payment on a new ledger after having taken all information pertaining to the resident’s method of settlement.
15. 依据前厅部经理批准的折扣凭单，处理所有的折扣。
Process all rebates through a rebate voucher with the approval of the Front Office Manager.
16. 在将任何账目转到挂账之前，确保严格遵守所有的操作程序。
Ensure that all procedures are adhered to before transferring any accounts to city ledger.
17. 确保恰当处理和接管现金。对所有的现金超额及现金短缺，必须在现金汇款信封上做出简要说明或声明，相关出纳员应随后对其展开调查，并立即向前厅部主管汇报。
Ensure proper handling and taking over of cash float. Any excess or shortages of cash that must be indicated/declared on the cash remittance envelop. Investigation is to be followed up by the cashier concerned and reported immediately to the Guest Services Supervisor.
18. 由客务主管指派的相关职责。
Perform related duties as assigned by the Guest Services Supervisor.
职位要求：
BRIEF REQUIREMENTS FOR THE JOB:
1. 酒店管理学院/旅游学院毕业。
Hotel School / Tourism Institution Diploma.
2. 熟练使用Office & Windows。
Proficient with Office & Windows.
3. 具有酒店系统的丰富知识和经验。五星级酒店/服务式公寓相关职位的工作经验。具有北京城市的旅游知识和兴趣。
Excellent experience and knowledge’s of hotel system. Experience in similar position in International 5 stars hotel or service apartment operation. Excellent knowledges with Beijing City's touristic interest.
4. 流利的口语和书面英语，掌握其他语种者优先。普通话口语和书写流利。
Fluent Verbal and Written English. Additional language would be an advantage. Fluent in Mandarin written and spoken.
5. 具有服务性，个性友好，外表形象好。
Service oriented. Friendly personality. Tall and smart looking appearance.
公司介绍
Lanson Place Hospitality Management is an expanding group of Serviced Residences in the Asian Region, with projects currently under construction in Beijing.
Lanson Place Serviced Residences are designed with attention to every detail so as to provide guests with the comfort of a home. We provide the finest quality facilities and furnishings plus first class service. The location of the residences is in a prominent new residential area in the heart of the city business district.
Lanson Place Xanadu Serviced Residences is located in east 3 annulus and Chaoyang road interchange northeast corner, close to the CBD area, and the new CCTV across the road, thereby reaching CBD, China Trade Center, Lufthansa and east city of Victoria region are very convenient.
本集团于1995年开始从事酒店式服务公寓业务，以发展逸兰Lanson Place品牌为目标，藉此专注为国际商务及休闲旅客提供优质服务式住宅，满足他们对生活品味之要求，作为一个知名品牌，逸兰Lanson Place 将会大大提高本集团物业投资之价值。 在亚洲逸兰作为酒店式服务公寓的管理集团，已在香港、上海、吉隆坡和新加坡等地拥有了自己的物业。
逸兰“禧瑞都”服务式公寓是集团在北京继逸兰“新城国际”服务式公寓之后的又一地处CBD区域的物业，她位于东三环和朝阳路交汇处的东北角，与新CCTV隔路相望，由此到达CBD、华贸中心、燕莎和东四环等区域均十分便捷。
逸兰“禧瑞都”服务式公寓在设计上注重每一个细节，优质的设施、高档的家具、国际一流的服务这一切都带给客人如家般的舒适感受。逸兰提供的不仅是一个安全，舒适，温馨的高标准的居住环境，更是一种全新的生活理念和方式。
特诚聘人才。对于应聘成功者，公司提供竞争力的工资及福利。有意者请将个人中英文简历、近照、学历、身份证及其他相关证明复印件E-mail至本公司。
Lanson Place Serviced Residences are designed with attention to every detail so as to provide guests with the comfort of a home. We provide the finest quality facilities and furnishings plus first class service. The location of the residences is in a prominent new residential area in the heart of the city business district.
Lanson Place Xanadu Serviced Residences is located in east 3 annulus and Chaoyang road interchange northeast corner, close to the CBD area, and the new CCTV across the road, thereby reaching CBD, China Trade Center, Lufthansa and east city of Victoria region are very convenient.
本集团于1995年开始从事酒店式服务公寓业务，以发展逸兰Lanson Place品牌为目标，藉此专注为国际商务及休闲旅客提供优质服务式住宅，满足他们对生活品味之要求，作为一个知名品牌，逸兰Lanson Place 将会大大提高本集团物业投资之价值。 在亚洲逸兰作为酒店式服务公寓的管理集团，已在香港、上海、吉隆坡和新加坡等地拥有了自己的物业。
逸兰“禧瑞都”服务式公寓是集团在北京继逸兰“新城国际”服务式公寓之后的又一地处CBD区域的物业，她位于东三环和朝阳路交汇处的东北角，与新CCTV隔路相望，由此到达CBD、华贸中心、燕莎和东四环等区域均十分便捷。
逸兰“禧瑞都”服务式公寓在设计上注重每一个细节，优质的设施、高档的家具、国际一流的服务这一切都带给客人如家般的舒适感受。逸兰提供的不仅是一个安全，舒适，温馨的高标准的居住环境，更是一种全新的生活理念和方式。
特诚聘人才。对于应聘成功者，公司提供竞争力的工资及福利。有意者请将个人中英文简历、近照、学历、身份证及其他相关证明复印件E-mail至本公司。