Job Overview
Role: Guest Relations Manager å®¾å®¢å ³ç³»ç»ç. Category: Housekeeping and Laundry Services. Location: Four Seasons Hangzhou Hangzhou Zhejiang China.
Key Responsibilities:
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: Pagoda-style pavilions rise amidst exquisite gardens and ponds. With personalised hospitality, Four Seasons provides an unrivalled experience of Chinaâs timeless beauty. Four Seasons Hotels and Resorts is a world-leading luxury hotel management group. As a key member of the group, Four Seasons Hotel Hangzhou at West Lake has been awarded the great honor of a five- star hotel in Forbes Travel Guide 2016 to 2022. As the ancient saying goes, âIn the universe, there is heaven; on earth, there is Hangzhou.â Set along the banks of the fabled West Lake, our hotel is a tranquil enclave woven with ponds, courtyards surrounding picturesque Chinese gardens, willow trees and mist-covered lagoons. Wake to views of mountain peaks, ancient temples rising from the greenery or the very waters that have enchanted poets, explorers and emperors for centuries. Start with a cup of Longjing tea in our Lobby Lounge before picking up your bicycles and heading out to explore the city, then come back for a soothing treatment in our chinoiserie-filled Spa, followed by dinner in one of Jin Shaâs private-dining rooms. About the role: å ³äºèä½: Assists the Front Office Manager in efficiently managing the Front Office Department according to established concept statement providing a courteous, professional, efficient and flexible service at all times åå©åå é¨ç»çæç §å·²å»ºç«çå¶åº¦ææ管çåå é¨ï¼å§ç»æä¾ç¤¼è²ãä¸ä¸ãé«æåçµæ´»çæå¡ã What you will do: å²ä½èè´£ï¼ Coordinates arrivals, departures and billing requirements with Sales and Catering Department. Blocks rooms for arrivals and ensures any discrepancies are resolved with Housekeeping. Reviews daily arrivals to ensure proper handling of Special Attention Guests, Return Guests, and Groups accordingly to the guest preferences and requests. ä¸éå®åé¤é¥®é¨åè°å³å°æµè¾¾ã离å¼åè´¦åè¦æ±ã为æµè¾¾ç客人å®ææ¿é´ï¼ç¡®ä¿ä¸å®¢æ¿é¨è§£å³ä»»ä½ä¸ä¸è´çæ åµã审æ¥æ¯æ¥æµè¾¾ç客人ï¼ç¡®ä¿æ ¹æ®å®¢äººçå好åè¦æ±å¦¥åå¤çç¹å«å ³æ³¨å®¢äººãå头客åå¢ä½å®¢äººã Assures that all financial and credit procedures are followed. Follows up on credit problems with Front Office Manager and/or Credit Manager. Reviews all paid-outs, rebates, Petty Cash disbursements and Direct Billings. Checks cashiersâ work at end of shift to ensure all transactions are reconciled with proper approvals and endorsements. ç¡®ä¿ææè·è´¢å¡ç¸å ³çä¿¡ç¨å¡æµç¨éµå®æ åã ä¸åå°ç»çæè´¢å¡ç»çè·è¿ä¿¡ç¨å¡é®é¢ã审æ¥ææå·²ä»æ¬¾é¡¹ãåæ£ãé¶ç¨ç°éæ¯ä»åç´æ¥è´¦åãä¸çæ¶æ£æ¥åå°åå·¥çå·¥ä½ï¼ç¡®ä¿ææ交æé½æéå½çæ¹ååæ件æ¯æï¼å¹¶è¿è¡å¯¹è´¦ Takes action in all matters related to the safety, security, satisfaction and well-being of hotel guests and employees when senior managers are not available. Responds swiftly and effectively in any hotel emergency or safety situation. Works closely with Security to ensure guest and staff safety is a priority. å¨é åºå³ç管çå±äººåä¸å¨çæ åµä¸ï¼å¤çä¸é åºå®¢äººååå·¥çå®å ¨ãå®ä¿ã满æ度åç¦ç¥æå ³çææäºå¡ãè¿ éææå°åºå¯¹ä»»ä½é åºç´§æ¥æ åµæå®å ¨ç¶åµãä¸å®ä¿é¨é¨å¯ååä½ï¼ç¡®ä¿å®¢äººååå·¥çå®å ¨ã 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 in a timely manner. 解å³æ¥èªé åºååºåç客æ·æè¯ï¼ä»¥æé«æ°´åçå¾ å®¢ä¹éåä¸ä¸ç²¾ç¥å¤çä¸å®¢æ·çææäºå¨ï¼å°½å¯è½æ»¡è¶³å®¢æ·çç¹æ®è¦æ±ï¼åå©å®¢æ·å¤çä¸é åºæå¡ãè¥ä¸æ¶é´ã主è¦é åºäººåãå é¨æ´»å¨ã路线çæå ³çææå¨è¯¢ãåç¡®åæ¶å°ååºå®¢äººçææè¦æ±ãåæ¶ä¸å®¢äººå½é¢æéè¿çµè¯è¿è¡äº¤æµã Ensure all glitches are recorded accordingly. Handles all glitches based on facts and investigate all glitches accurately. To be neutral at all times maintaining professionalism. ç¡®ä¿å¯¹æææè¯è¿è¡ç¸åºè®°å½ãæ ¹æ®äºå®å¤çæææè¯ï¼å¹¶åç¡®è°æ¥æææè¯ãå§ç»ä¿æä¸ç«ï¼ä¿æä¸ä¸ç²¾ç¥ Checks guest in and out in an efficient and friendly manner, using guest name whenever possible. Assures that guest is assigned type of room requested and the correct rate is charged. Arranges for luggage to be delivered to guest room. Issues correct keys to the guest. Checks out guest at end of stay. Ascertains guest satisfaction, collects keys, posts late charges and presents bill to guest. Settles bill accurately through credit card or cash transaction. 以é«æå好çæ¹å¼ä¸ºå®¢äººåçå ¥ä½åéæ¿æç»ï¼å°½å¯è½ä½¿ç¨å®¢äººå§åã ç¡®ä¿ä¸ºå®¢äººæå®æéç客æ¿ç±»åï¼å¹¶æ¶åæ£ç¡®çæ¿ä»·ãå®æå°è¡æéè³å®¢æ¿ã å客人åæ¾æ£ç¡®çæ¿å¡ãå¨ä½å®¿ç»ææ¶ä¸ºå®¢äººåçéæ¿æç»ã ç¡®å®å®¢äººæ¯å¦æ»¡æï¼æ¶åæ¿å¡ï¼æ¶åæ»çº³é并å客人åºç¤ºè´¦åã éè¿ä¿¡ç¨å¡æç°é交æåç¡®ç»ç®è´¦å Walked all VIPs room prior to their arrival ensuring all preferences and request are provided accordingly. Worked closely with Room Service and Housekeeping team. å¨ææ贵宾æµè¾¾åå·¡è§ä»ä»¬çæ¿é´ï¼ç¡®ä¿æ»¡è¶³ä»ä»¬çææå好åè¦æ±ãä¸å®¢æ¿æå¡å客æ¿æ¸ æ´å¢éå¯ååä½ Utilizes a variety of computer systems to check guests in and out, run daily reports and select and block rooms for arriving guests. å©ç¨åç§é åºç³»ç»ä¸ºå®¢äººåçå ¥ä½åéæ¿æç»ãè¿è¡æ¯æ¥æ¥å以å为æµè¾¾å®¢äººéæ©åå°éæ¿é´ã Performs Night Audit correctly and ensuring reports are distributed as required. Ensures all rates checks and high balances are monitored and follow up accurately. Prepares discrepancy reports and keep the Front Office Manager informed of all activities during the night shift. æ£ç¡®æ§è¡å¤é´å®¡è®¡ï¼ç¡®ä¿æè¦æ±ååæ¥åãç¡®ä¿åç¡®çæ§åè·è¿ææè´¦åæ£æ¥å使ç¨ä½é¢ãåå¤å·®å¼æ¥åï¼å¹¶éæ¶ååå é¨ç»çéæ¥å¤çæé´çæææ´»å¨ Routine rounding of the hotel environment including Front & Back of the House, Food & Beverage outlets and public spaces to ensure everything is in working condition. Reports any damages or repairs work on a timely manner and follow up the work has been completed. Ensures that employees grooming are up to standard. Keep Department Head well informed of any area of concerns. ä¾è¡å·¡è§é åºç¯å¢ï¼å æ¬åå ãåå¨ãé¤é¥®åºåå ¬å ±åºæï¼ç¡®ä¿ä¸åæ£å¸¸ãåæ¶æ¥åä»»ä½æåæ维修工ä½ï¼å¹¶è·è¿å·¥ä½å®ææ åµãç¡®ä¿åå·¥ç仪容仪表符åæ åãéæ¶åé¨é¨ä¸»ç®¡æ¥åä»»ä½æå¾å çé®é¢ Works closely with Bell Staff to ensure smooth handling of guest luggage, deliveries and special requests. Ensures the driveway are well maintained and properly manned at all times. ä¸è¡æåå¯ååä½ï¼ç¡®ä¿é¡ºå©å¤ç客人çè¡æãéè´§åç¹æ®è¦æ±ãç¡®ä¿è½¦éå¾å°è¯å¥½ç»´æ¤ï¼å¹¶å§ç»æ人å¼å® Participate in all managers meeting and gathering. Be actively involved in all management related activities and plays an active role in providing feedback. åå ææé åºç®¡ççä¼è®®åèä¼ã积æåä¸ææä¸ç»çç¸å ³çæ´»å¨ï¼å¹¶å¨æä¾åé¦æè§æ¹é¢åæ¥ç§¯æä½ç¨ What you bring: å²ä½è¦æ±ï¼ Minimum 5 yearsâ experience in related position with Four Seasons or other organization è³å°5å¹´äºåå£é åºæå½é äºæ级é åºåçèä½å·¥ä½ç»éªã Excellent interpersonal skills and communication skills åºè²ç人é 交å¾è½åä¸æ²éæå·§ã Cross cultural sensitivity, and customer service orientation å ·å¤è·¨æåæææ§ï¼å¹¶ä»¥å®¢æ·æå¡ä¸ºå¯¼åã Guest centricity and understanding the importance of guest preferences. 以客人为ä¸å¿ï¼å¹¶ç解宾客å好çéè¦æ§ã Mandarin speaking is required. éå ·å¤æ®éè¯æ²éè½åã What we offer: ç¦å©å¾ éï¼ Competitive Salary, wages and benefits å ·æç«äºåçèªèµåç¦å©ä½ç³» Excellent Training and Development opportunities å®åçå¹è®ä¸åå±æºä¼ Complimentary Accommodation at other Four Seasons Hotels and Resort å ¨çåå£é åºå度åæçå è´¹ä½å®¿ç¤¼éã Complimentary Dry Cleaning for Employee Uniforms åå·¥å¶æå 费干æ´æå¡ Complimentary Employee Meals å è´¹å工工ä½é¤ Employee activities 丰å¯å¤å½©çåå·¥æ´»å¨ Schedule & Hours: å·¥ä½æ¶é´å®æï¼ This is a full-time position æ¬å²ä½ä¸ºå ¨èèä½ The working hours will primarily be early mornings and days, during weekdays and weekends. å·¥ä½æ¶é´å°æ ¹æ®é¨é¨éæ±å®æï¼éè½éåºè½®çå¶ï¼å«å¨æ«åèåæ¥å¼çï¼ /VE Dedicated to perfecting the travel experience through continual innovation and the highest standards of hospitality, Four Seasons can offer what many hospitality professionals dream of -the opportunity to build a life-long career with global potential and a real sense of pride in work well done.
Eligibility / Qualification Required:
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: Pagoda-style pavilions rise amidst exquisite gardens and ponds. With personalised hospitality, Four Seasons provides an unrivalled experience of Chinaâs timeless beauty. Four Seasons Hotels and Resorts is a world-leading luxury hotel management group. As a key member of the group, Four Seasons Hotel Hangzhou at West Lake has been awarded the great honor of a five- star hotel in Forbes Travel Guide 2016 to 2022. As the ancient saying goes, âIn the universe, there is heaven; on earth, there is Hangzhou.â Set along the banks of the fabled West Lake, our hotel is a tranquil enclave woven with ponds, courtyards surrounding picturesque Chinese gardens, willow trees and mist-covered lagoons. Wake to views of mountain peaks, ancient temples rising from the greenery or the very waters that have enchanted poets, explorers and emperors for centuries. Start with a cup of Longjing tea in our Lobby Lounge before picking up your bicycles and heading out to explore the city, then come back for a soothing treatment in our chinoiserie-filled Spa, followed by dinner in one of Jin Shaâs private-dining rooms. About the role: å ³äºèä½: Assists the Front Office Manager in efficiently managing the Front Office Department according to established concept statement providing a courteous, professional, efficient and flexible service at all times åå©åå é¨ç»çæç §å·²å»ºç«çå¶åº¦ææ管çåå é¨ï¼å§ç»æä¾ç¤¼è²ãä¸ä¸ãé«æåçµæ´»çæå¡ã What you will do: å²ä½èè´£ï¼ Coordinates arrivals, departures and billing requirements with Sales and Catering Department. Blocks rooms for arrivals and ensures any discrepancies are resolved with Housekeeping. Reviews daily arrivals to ensure proper handling of Special Attention Guests, Return Guests, and Groups accordingly to the guest preferences and requests. ä¸éå®åé¤é¥®é¨åè°å³å°æµè¾¾ã离å¼åè´¦åè¦æ±ã为æµè¾¾ç客人å®ææ¿é´ï¼ç¡®ä¿ä¸å®¢æ¿é¨è§£å³ä»»ä½ä¸ä¸è´çæ åµã审æ¥æ¯æ¥æµè¾¾ç客人ï¼ç¡®ä¿æ ¹æ®å®¢äººçå好åè¦æ±å¦¥åå¤çç¹å«å ³æ³¨å®¢äººãå头客åå¢ä½å®¢äººã Assures that all financial and credit procedures are followed. Follows up on credit problems with Front Office Manager and/or Credit Manager. Reviews all paid-outs, rebates, Petty Cash disbursements and Direct Billings. Checks cashiersâ work at end of shift to ensure all transactions are reconciled with proper approvals and endorsements. ç¡®ä¿ææè·è´¢å¡ç¸å ³çä¿¡ç¨å¡æµç¨éµå®æ åã ä¸åå°ç»çæè´¢å¡ç»çè·è¿ä¿¡ç¨å¡é®é¢ã审æ¥ææå·²ä»æ¬¾é¡¹ãåæ£ãé¶ç¨ç°éæ¯ä»åç´æ¥è´¦åãä¸çæ¶æ£æ¥åå°åå·¥çå·¥ä½ï¼ç¡®ä¿ææ交æé½æéå½çæ¹ååæ件æ¯æï¼å¹¶è¿è¡å¯¹è´¦ Takes action in all matters related to the safety, security, satisfaction and well-being of hotel guests and employees when senior managers are not available. Responds swiftly and effectively in any hotel emergency or safety situation. Works closely with Security to ensure guest and staff safety is a priority. å¨é åºå³ç管çå±äººåä¸å¨çæ åµä¸ï¼å¤çä¸é åºå®¢äººååå·¥çå®å ¨ãå®ä¿ã满æ度åç¦ç¥æå ³çææäºå¡ãè¿ éææå°åºå¯¹ä»»ä½é åºç´§æ¥æ åµæå®å ¨ç¶åµãä¸å®ä¿é¨é¨å¯ååä½ï¼ç¡®ä¿å®¢äººååå·¥çå®å ¨ã 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 in a timely manner. 解å³æ¥èªé åºååºåç客æ·æè¯ï¼ä»¥æé«æ°´åçå¾ å®¢ä¹éåä¸ä¸ç²¾ç¥å¤çä¸å®¢æ·çææäºå¨ï¼å°½å¯è½æ»¡è¶³å®¢æ·çç¹æ®è¦æ±ï¼åå©å®¢æ·å¤çä¸é åºæå¡ãè¥ä¸æ¶é´ã主è¦é åºäººåãå é¨æ´»å¨ã路线çæå ³çææå¨è¯¢ãåç¡®åæ¶å°ååºå®¢äººçææè¦æ±ãåæ¶ä¸å®¢äººå½é¢æéè¿çµè¯è¿è¡äº¤æµã Ensure all glitches are recorded accordingly. Handles all glitches based on facts and investigate all glitches accurately. To be neutral at all times maintaining professionalism. ç¡®ä¿å¯¹æææè¯è¿è¡ç¸åºè®°å½ãæ ¹æ®äºå®å¤çæææè¯ï¼å¹¶åç¡®è°æ¥æææè¯ãå§ç»ä¿æä¸ç«ï¼ä¿æä¸ä¸ç²¾ç¥ Checks guest in and out in an efficient and friendly manner, using guest name whenever possible. Assures that guest is assigned type of room requested and the correct rate is charged. Arranges for luggage to be delivered to guest room. Issues correct keys to the guest. Checks out guest at end of stay. Ascertains guest satisfaction, collects keys, posts late charges and presents bill to guest. Settles bill accurately through credit card or cash transaction. 以é«æå好çæ¹å¼ä¸ºå®¢äººåçå ¥ä½åéæ¿æç»ï¼å°½å¯è½ä½¿ç¨å®¢äººå§åã ç¡®ä¿ä¸ºå®¢äººæå®æéç客æ¿ç±»åï¼å¹¶æ¶åæ£ç¡®çæ¿ä»·ãå®æå°è¡æéè³å®¢æ¿ã å客人åæ¾æ£ç¡®çæ¿å¡ãå¨ä½å®¿ç»ææ¶ä¸ºå®¢äººåçéæ¿æç»ã ç¡®å®å®¢äººæ¯å¦æ»¡æï¼æ¶åæ¿å¡ï¼æ¶åæ»çº³é并å客人åºç¤ºè´¦åã éè¿ä¿¡ç¨å¡æç°é交æåç¡®ç»ç®è´¦å Walked all VIPs room prior to their arrival ensuring all preferences and request are provided accordingly. Worked closely with Room Service and Housekeeping team. å¨ææ贵宾æµè¾¾åå·¡è§ä»ä»¬çæ¿é´ï¼ç¡®ä¿æ»¡è¶³ä»ä»¬çææå好åè¦æ±ãä¸å®¢æ¿æå¡å客æ¿æ¸ æ´å¢éå¯ååä½ Utilizes a variety of computer systems to check guests in and out, run daily reports and select and block rooms for arriving guests. å©ç¨åç§é åºç³»ç»ä¸ºå®¢äººåçå ¥ä½åéæ¿æç»ãè¿è¡æ¯æ¥æ¥å以å为æµè¾¾å®¢äººéæ©åå°éæ¿é´ã Performs Night Audit correctly and ensuring reports are distributed as required. Ensures all rates checks and high balances are monitored and follow up accurately. Prepares discrepancy reports and keep the Front Office Manager informed of all activities during the night shift. æ£ç¡®æ§è¡å¤é´å®¡è®¡ï¼ç¡®ä¿æè¦æ±ååæ¥åãç¡®ä¿åç¡®çæ§åè·è¿ææè´¦åæ£æ¥å使ç¨ä½é¢ãåå¤å·®å¼æ¥åï¼å¹¶éæ¶ååå é¨ç»çéæ¥å¤çæé´çæææ´»å¨ Routine rounding of the hotel environment including Front & Back of the House, Food & Beverage outlets and public spaces to ensure everything is in working condition. Reports any damages or repairs work on a timely manner and follow up the work has been completed. Ensures that employees grooming are up to standard. Keep Department Head well informed of any area of concerns. ä¾è¡å·¡è§é åºç¯å¢ï¼å æ¬åå ãåå¨ãé¤é¥®åºåå ¬å ±åºæï¼ç¡®ä¿ä¸åæ£å¸¸ãåæ¶æ¥åä»»ä½æåæ维修工ä½ï¼å¹¶è·è¿å·¥ä½å®ææ åµãç¡®ä¿åå·¥ç仪容仪表符åæ åãéæ¶åé¨é¨ä¸»ç®¡æ¥åä»»ä½æå¾å çé®é¢ Works closely with Bell Staff to ensure smooth handling of guest luggage, deliveries and special requests. Ensures the driveway are well maintained and properly manned at all times. ä¸è¡æåå¯ååä½ï¼ç¡®ä¿é¡ºå©å¤ç客人çè¡æãéè´§åç¹æ®è¦æ±ãç¡®ä¿è½¦éå¾å°è¯å¥½ç»´æ¤ï¼å¹¶å§ç»æ人å¼å® Participate in all managers meeting and gathering. Be actively involved in all management related activities and plays an active role in providing feedback. åå ææé åºç®¡ççä¼è®®åèä¼ã积æåä¸ææä¸ç»çç¸å ³çæ´»å¨ï¼å¹¶å¨æä¾åé¦æè§æ¹é¢åæ¥ç§¯æä½ç¨ What you bring: å²ä½è¦æ±ï¼ Minimum 5 yearsâ experience in related position with Four Seasons or other organization è³å°5å¹´äºåå£é åºæå½é äºæ级é åºåçèä½å·¥ä½ç»éªã Excellent interpersonal skills and communication skills åºè²ç人é 交å¾è½åä¸æ²éæå·§ã Cross cultural sensitivity, and customer service orientation å ·å¤è·¨æåæææ§ï¼å¹¶ä»¥å®¢æ·æå¡ä¸ºå¯¼åã Guest centricity and understanding the importance of guest preferences. 以客人为ä¸å¿ï¼å¹¶ç解宾客å好çéè¦æ§ã Mandarin speaking is required. éå ·å¤æ®éè¯æ²éè½åã What we offer: ç¦å©å¾ éï¼ Competitive Salary, wages and benefits å ·æç«äºåçèªèµåç¦å©ä½ç³» Excellent Training and Development opportunities å®åçå¹è®ä¸åå±æºä¼ Complimentary Accommodation at other Four Seasons Hotels and Resort å ¨çåå£é åºå度åæçå è´¹ä½å®¿ç¤¼éã Complimentary Dry Cleaning for Employee Uniforms åå·¥å¶æå 费干æ´æå¡ Complimentary Employee Meals å è´¹å工工ä½é¤ Employee activities 丰å¯å¤å½©çåå·¥æ´»å¨ Schedule & Hours: å·¥ä½æ¶é´å®æï¼ This is a full-time position æ¬å²ä½ä¸ºå ¨èèä½ The working hours will primarily be early mornings and days, during weekdays and weekends. å·¥ä½æ¶é´å°æ ¹æ®é¨é¨éæ±å®æï¼éè½éåºè½®çå¶ï¼å«å¨æ«åèåæ¥å¼çï¼ /VE Dedicated to perfecting the travel experience through continual innovation and the highest standards of hospitality, Four Seasons can offer what many hospitality professionals dream of -the opportunity to build a life-long career with global potential and a real sense of pride in work well done.
How to Apply:
Apply online through the official Four Seasons Workday page.
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