Duty Manager - Night Shift

Job description

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: Four Seasons Hotel Shenzhen is ideally located in the heart of the commercial district of Futian, across the Shenzhen Conference & Exhibition Center and a short walk from the Civic Center which houses the city’s Municipal Hall and Museum as well as near the famed Shenzhen Concert Hall and Library. The Hotel is surrounded by 3 modern shopping malls and is a few steps away from the subway metro station and 10-minute drive to 2 Hong Kong borders of Huanggang and Futian. Built along contemporary lines, the Hotel features 266 rooms inclusive of 32 suites, a Club Lounge, Business Centre, 4 food and beverage outlets, and a grand ballroom with 5 other function venues plus a unique outdoor multilevel Terraces. About the role Supervise a given shift at the Front Desk. Directs staff that performs the following duties and will also perform these duties on own: welcomes and registers hotel guests, explaining the accommodations and establishing credit or method of payment. Checks guest out of the hotel, preparing and explaining the bill. Respond to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with all Four Seasons’ policies. 督导一个班次，安排自己以及指导员工按照下列职责工作，欢迎并帮助酒店客人进行入住登记，解答客人住宿以及账目结算方面的问题。帮助客人办理退房，为客人准备并解释账单内容。通过准确地解读客人的所需所想来应对客人各种各样的要求，适当的加入个人的建议及关怀，在遵循四季酒店的策略的同时实现顾客满意最大化。 What you will do Manages the activities at the Front Desk. Ensures communications and follow-up with each shift on any problems, guest requests or special requirements.管理前台各项工作，确保沟通良好，跟进和解决每个班次移交的问题、客人的需求和特别的需要。 Frequently tours the hotel and monitors the activities of all other departments. Monitors their activities to assure that standards are being met, staff is being supported and guest needs are being met. 经常巡视酒店各个区域，监督其他部门工作，确保服务品质达到标准，支持员工工作，满足客人需求。 Personally handles all guest relocations according to established guidelines. 根据操作指南，负责处理所有因超额预订引起的客人迁置问题。 Resolves customer complaints from all areas of the hotel, 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. 处理客人投诉，以最友善和最专业的态度处理与客人相关的一切事宜，在任何可能的情况下，确保满足客人的特殊需要。回答客人提出的与酒店服务相关的所有问题，包括运营时间、酒店高管人员，店内活动，方向指引等。准确及时得回应客人的各种需求，所有和客人的交往都必须以面对面或打电话的方式进行。 Assures that all financial and credit procedures are followed. When taking a shift at the desk, follows up on credit problems. Reviews all paid-outs, rebates, Petty Cash disbursements and Direct Billings. Checks cashiers’ work at end of shift to ensure all transactions are reconciled with proper approvals and endorsements.确保遵守所有的财务和信贷操作准则。跟进上个班次移交的财务问题。审核所有的现金支出，账务扣减，备用金支出和公司挂账。班次结束前检查当个班次所有收银员的账目确保所有的账务都有授权等支持性文件。 Utilizes a variety of computer systems to check guests in and out, run daily reports and select and block rooms for arriving guests. 熟练运用各种系统为客人办理入住、退房手续、打印报表，为预抵店的客人安排并锁房。 Complies with Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct as set forth in EmPact.遵循四季两种类型的工作标准及规则和在员工守则中显示的行为标准的规定。 What you bring Holds diploma/certificate in Hospitality or Tourism Management.酒店管理或旅游管理相关专业毕业证书。 Excellent communication skills, both written and verbal required in English and Mandarin. Foreign Language is desired.具有优秀的沟通技巧及中英文的读写能力，更希望具有多国语言能力。 2-3 years management experience in a similar position in luxury hotels.2-3年或以上在类似奢侈品牌酒店的管理经验。 Good knowledge of Front Office, Guest Services, Executive Floor and Concierge.熟悉了解所有部门的运作，包括前厅，宾客关系部，行政楼层和礼宾部。 Strong managerial and supervisory skills.优秀的领导能力。 Good knowledge and very familiar with Opera system.良好的知识量储备，熟知Opera系统的操作。 What we offer: Competitive Salary, wages, and a comprehensive benefits package. 具有竞争力的薪酬、工资和全面的福利待遇 Excellent Training and Development opportunities. 优秀的培训和发展机会 Complimentary Accommodation at other Four Seasons Hotels and Resort. 全球任何四季酒店的员工折扣 Complimentary Dry Cleaning for Employee Uniforms. 免费干洗员工制服 Complimentary Employee Meals. 免费员工餐 Complimentary Employee Dormitory. 免费员工宿舍 Complimentary Employee Shuttle Bus. 免费员工班车 Schedule & Hours: Forty hours over a five day period; scheduled days and times may vary based on need. 5天内工作40小时；计划的日期和时间可能会根据需要而变化。