杭州璞瑞酒店有限公司上城英迪格酒店分公司
杭州上城英迪格酒店坐落在风光旖旎的西湖景区，本地风情与人文魅力兼收 。 南向钱塘江，拥八卦田景群入怀，与南宋官窑博物馆、中国丝绸博物馆、玉皇山为邻。无论是蕴含南宋“四艺“设计灵感，还是再现灯烛朦胧、笙歌绵绵的临安皇城繁华夜市，酒店 136 间客房及套房设计阐述了时尚与风雅的惊喜碰撞 。 餐饮承袭南宋食尚美学 ，演绎出丰富多姿的邻间之味。取意宋代三大发明之一活字印刷术的“印” 餐厅，囊括全天候创意融合美馔、当地特色、精致下午茶等美味。晚间，“印”则华丽变身为酒吧，小酌几杯特色鸡尾酒，感受临安不夜城的万种风情。 与繁华为伴，灵感为邻，宋韵摩登生活在这里展开。
联系人：余彩娟
联系邮箱：面议
工作地址：浙江省杭州市上城区
餐厅接待（招聘人数：2）
【学历要求】
-
不限
【薪资】
-
面议
【工作类型】
-
实习
【行业类型】
-
住宿和餐饮业
【工作描述】
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Customer Service
宾客服务
• Ensures the delivery of brand promise and provides exceptional guest service at all times.
确保遵循品牌承诺并始终提供优异的对客服务。
• Provides excellent service to internal customers in other departments as appropriate.
在适当的时候为其他部门的内部客人提供优质服务。
• Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
礼貌而高效地处理所有客人和内部客人的投诉和询问，确保问题得到圆满解决。
• Maintains positive colleague interactions with good working relationships.
和同事保持基于良好工作关系的互动接触。
• Establishes a rapport with guests maintaining good customer relationships.
与客人建立并保持良好的客户关系。
• Follows Event Standards for customer service.
遵守客户服务的会议宴会标准。
Operational
营运
• Ensures that brand standards have been implemented.
确保酒店的品牌标准都被贯彻执行。
• Responds to the results of HeartBeat and ensures that the relevant changes are implemented.
对于宾客满意度调查做出回应并落实相应的改善措施。
• Works closely with Outlet associates in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
以支持和灵活的态度与其他员工紧密合作，着眼于整个酒店的成功和酒店客人的满意度。
• Ensures that Food and Beverage associates work in a supportive and flexible manner with other departments.
确保餐饮部员工以支持和灵活的态度和“团队协作”的精神与其他部门合作。
• Greets customers and seats guests accordingly.
迎接客户并安排入座。
• Computers bill according to items consumed by guests.
根据客户消费进行入单。
• Presents checks/bill showing amount due.
打印并呈递对应账单。
• Makes change, cashes checks, and issues receipts to guests.
根据账单进行找零并签发收据。
• Rrecords amounts received.
记录交易金额。
• Make daily transactions on his/her shift.
做好每日交接工作。
• Follows all checklists for the relevant event type.
遵守相关会议宴会类型的所有检查清单。
Personnel
人事
• Wears the correct uniform and maintains a high standard of personal appearance and hygiene, according to the hotel and department’s grooming standards.
根据酒店和部门的仪容仪表要求身着正确的制服并保持高标准的仪容仪表和个人卫生状况。
• Understands of and adheres to associate rules and regulations.
理解并严格遵守员工守则。
Other Duties
其他
• Be knowledgeable in statutory legislation in associate and industrial relations.
熟知与员工和行业相关的法律法规。
• Understands and strictly adheres to Rules and Regulations established in the Associate Handbook and the hotel's policies concerning fire, hygiene, health and safety.
理解并严格遵守员工手册中的规章制度以及涉及到消防、卫生、健康和安全的酒店政策。
• Ensures high standards of personal presentation and grooming.
确保高标准的个人形象和仪容仪表。
• Attends training sessions and meetings as and when required.
需要时参加培训课程和会议。
• Carries out any other reasonable duties and responsibilities as assigned.
执行分派的任何合理任务和额外职责。
前台接待（招聘人数：2）
【学历要求】
-
不限
【薪资】
-
面议
【工作类型】
-
实习
【行业类型】
-
住宿和餐饮业
【工作描述】
-
岗位职责
1、查看交班记录，了解上一班的移交事项，并负责处理；
2、熟悉预订资料，了解客情，尤其要记住即将来电的贵宾、常客的姓名，了解酒店的所有活动；
3、熟悉酒店有关客房销售的各项政策，向来店宾客推销客房，努力争取最好的经济效益；
4、熟练总台各项专业业务和技能，搞好对客服务；
5、熟练掌握店内信息，提供准确的问讯服务；
6、负责为下榻酒店的宾客办理入住登记手续；
7、负责客房钥匙的管理和发放工作并严格遵守验证制度；
8、制作有关报表，为其它部门提供准确的接待信息。
岗位要求
1、大专以上文化程度，流利的英语口语；
2、性格开朗、头脑灵活、工作踏实，具有较强的服务意识、推销意识和责任感；
3、通晓酒店各项对客政策、设施设备及服务种类以及总台工作程度和规范。
英迪格大使（招聘人数：1）
【学历要求】
-
不限
【薪资】
-
面议
【工作类型】
-
实习
【行业类型】
-
住宿和餐饮业
【工作描述】
-
·At all times well groomed, have a pleasant disposition, greet guests with the most hospitable attitude upon arrival at the hotel, and willing to offer assistance at all times
·随时保持外表整洁及良好的站姿，在客人到达时，以最热情的态度迎接客人，并主动地为客人提供帮助。
·Maintain the entrance and main door area clean and tidy, free of obstacles and ensue that traffic through the driveway is controlled
·保持主要入口的干净及整洁，确保进入酒店车道的顺畅。
·Obtain taxis for guests as required and do your best to ensure the guests are not overcharged by taxis by either negotiating with the taxi driver himself, or by cautioning the guest to be on alert
·在需要时，为客人招出租车，为避免乘客被出租车司机多收费，应与出租车司机协调或提醒乘客注意。
·Knowledgeable in assisting guests in requests for transport and other information
·在需要时，为客人提供交通信息或其他信息。
·Assist with heavy packages, coats, suitcase, etc. being alert to give assistance courteously and quickly, before having to be asked
·在客人要求前，主动、迅速、有礼貌地帮客人提重的行李、外套、皮箱等。
·Maintain a willingness to please attitude and give undivided attention to any approaching guest
·保持积极、乐观态度，认真关注每位到达酒店的客人。
·Adhere to guest checking in and checking out procedures pertaining to baggage handling
·在处理客人行李时，了解客人登记及结账手续。
·Welcome guests at the main entrance, offering the greeting appropriate to the time of day taking particular note of repeat guests and Priority Club members
·在主要的门口迎接客人，特别关注当天到达的回头客和优悦会员。
·Has presence and alerts Security or Duty Manager whenever a suspicious looking person or troublemaker is present
·在发现可疑人物或捣乱者时，提醒安全部门或值班经理注意。
·Assist arriving and departing guests by opening and closing car and taxi doors
·协助到达和离开的客人开、关车门。
·Maintain a spotless Porte and Drive way smoothly.
·保持良好的站姿及车道的畅通。
·Guide the guest to the Front Desk and wait behind the guest during the check-in. Keep eyes on the Front Desk Clerk who provides the signal for you to step forward and receive the room and rooming booklet from the Front Desk Clerk. Without delay, escort the guests accordingly.
·引导客人到前台，在客人登记时，站在客人后面等待客人，注意观察前台接待给出的房间号，拿到房间号后，立刻陪同客人到房间。
·Be familiar with the layout of the hotel and memorize the preferred route for escorting guests
·熟悉酒店布局，陪同客人到达酒店的各个场所。
·Room the guest in accordance with hotel standards
·按照酒店标准，引导客人到房间。
·Be familiar with the lift workings and emergency stairs
·熟悉电梯的运作及酒店紧急通道。
·Provide information to guests about the hotel facilities and services
·为客人提供有关酒店设施及服务的信息。
·Provide guest services and guidance
·为客人提供服务及引导。
·Learn and utilize names of guests, especially repeat and long staying guests and routinely greet guests as they pass through the lobby, remaining alert to situations where he can be of assistance to guests
·知道客人的名字，特别是回头客、长期的住店客人及定期的住店客人的名字，在客人通过大厅时，主动询问客人是否需要帮助。
·Maintain a well groomed hair style and wear clean, shiny well polished shoes and a neat uniform while on duty
·上班时保持个人穿着整洁，发型整齐，皮鞋锃亮。
·Help other employees in department, replacing them temporarily when necessary
·必要时帮助其他员工工作。
·Keep Trolleys clean all the time and every night shift needs to clean all Trolleys
·随时保持行李推车的清洁，每个夜班都要擦拭所有行李推车
·Keep the baggage room clean and in order before going off duty on each shift
·在值班期间，保持行李房干净及整洁。
·Upon arrival of newspaper, prepare them and deliver them to guest rooms as assigned by theconcierge
·准备报纸的发送，按照行李员领班的要求把报纸送到客人房间。
·Use the Duty Log to document matters of importance
·用值班记事薄记录重要事情。
·Arrange transport and coordinate luggage
·安排交通并协助客人提行李。
·Assist guest purchase items. Be aware can only purchase Counter medicine under the Doctor’s description
·可以帮助客人购买东西。只可在有医生开具药品处方的情况下帮助购买普通药品。
·Provide escort guest outside under requested
·在客人的要求下可陪同客人外出
·Assist guests with all inquiries, both hotel and non-hotel related
·回答客人有关酒店及非酒店的质疑。
·Conduct effective shift briefings to ensure hotel activities and operational requirements are known
·有效制作值班简报，确保员工知晓酒店活动及操作要求。
·Maintain detailed knowledge of the activities of the day and alert to any potential problems
·详细了解酒店日常活动，警惕潜在问题。
·Maintain detailed knowledge of key occurrences in your city/location including directions to key points of interests, restaurants, theaters, shopping, cinemas, sporting and recreational facilities, banks, consulates, transport systems and special events
·详细了解酒店附近的各个地方，如：餐厅、剧院、购物中心、电影院、娱乐场所、银行、领事馆、车站及其他特殊场所。
·Maintain adequate supplies of forms, brochures and ensure they are presented in line with hotel standards
·按照酒店标准，确保表格、小册子的供给。
·Consult Log Book for information/request left by outgoing shift
·查看前一个值班在记事薄里留下的信息。
·Manage all incoming guest mail, messages, telexes, facsimiles and special deliveries, in accordance with policy
·按照酒店政策，处理送给客人的邮件、信息、传真、电报及其他特殊物品。
·Manage outgoing guest mail, courier services, postage of parcels and freighting as directed by guests
·处理客人送出的邮件、包裹邮资及货物。
·Maintain order and security of guest keys and other selected keys kept in Front Office, ensuring key issue policy is followed
·按照酒店钥匙政策，确保客人钥匙、前厅保存的其他钥匙的顺序及安全。
·Receive telephone calls and take messages for guests who are out, in accordance with hotel policy
·按照酒店政策，在接到外出客人电话时，留言给客人。
·Record incoming registered mail, telegram, parcel, telex in appropriate file
·存档记录好客人的挂号信、电报、包裹。
·Performother duties as maybe assigned bysuperiors
·完成上级布置的其他工作
