Job Overview
Role: Front Office Supervisor åå 主管. Category: Front Office and Guest Experience. 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: Supervises 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. Responds 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 Seasonsâ policies. è´è´£åå°å¼çå·¥ä½ãæ导å工履è¡ä»¥ä¸èè´£ï¼ä¹å¯èªè¡å±¥è¡è¿äºèè´£ï¼æ¥å¾ åç»è®°é åºå®¢äººï¼å客人解éä½å®¿æ åµå¹¶ç¡®å®ä¿¡ç¨é¢åº¦æä»æ¬¾æ¹å¼ã 为客人åçéæ¿æç»ï¼åå¤å¹¶è§£éè´¦åã åç¡®è¯ä¼°å®¢äººçéæ±åè¦æ±ï¼ç¶åæåºä¸ªäººå»ºè®®å¹¶å 以润è²ï¼å¨éµå®åå£é åºæææ¿ççåæ¶ï¼æ大é度å°æ»¡è¶³å®¢äººçè¦æ±ã What you will do: å²ä½èè´£ï¼ Checks in guest in an efficient and friendly manner, using guest name whenever possible. 以é«æãå好çæ¹å¼ä¸ºå®¢äººåçå ¥ä½æç»ï¼å°½å¯è½ä½¿ç¨å®¢äººå§å Assures that guest is assigned type of room requested and the correct rate is charged. ç¡®ä¿ä¸ºå®¢äººåé æéç客æ¿ç±»åï¼å¹¶æ¶åæ£ç¡®çæ¿ä»· Arranges for luggage to be delivered to guest room. Issues correct keys to the guest. å®æå°è¡æéè³å®¢æ¿ã å客人åæ¾æ£ç¡®çé¥å Checks out guest at end of stay. ä½å®¿ç»ææ¶ä¸ºå®¢äººåçéæ¿æç» Ascertains guest satisfaction, collects keys, posts late charges and presents bill to guest. ç¡®å®å®¢äººæ»¡æ度ãæ¶åæ¿å¡ãæ¶åé¾æè´¹ç¨å¹¶å客人åºç¤ºè´¦å Settles bill accurately through credit card or cash transaction. éè¿ä¿¡ç¨å¡æç°é交æåç¡®ç»ç®è´¦å Maintains a balanced bank assigned by the hotel. Makes change, cashes checks, and exchanges foreign currency. Reconciles all transactions at the close of each shift. ç»´æé åºæå®é¶è¡çæ¶æ¯å¹³è¡¡ã æ¾é¶ãå ç°æ¯ç¥¨åå æ¢å¤å¸ãæ¯çç»ææ¶æ ¸å¯¹ææ交æ Assure that desk collateral and information for restaurants, museums, attractions, maps, and other local attractions are updated and current. ç¡®ä¿é¤å ãåç©é¦ãæ¯ç¹ãå°å¾åå ¶ä»å½å°æ¯ç¹çæ¡çåä¿¡æ¯åæ¶æ´æ° Knows what activities are available in the city (theatre, sports, concerts, shows, special exhibits, sightseeing) and establishes close contacts with vendors in these areas in order to provide information, ticketing, and reservations for guests. äºè§£å¸å æåªäºæ´»å¨ï¼æå§ãä½è²ãé³ä¹ä¼ãæ¼åºãç¹å«å±è§ãè§å ï¼ï¼å¹¶ä¸è¿äºé¢åçä¾åºå建ç«å¯åèç³»ï¼ä»¥ä¾¿ä¸ºå®¢äººæä¾ä¿¡æ¯ã票å¡åé¢è®¢æå¡ Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints; assist customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. 以æé«ççæ åä¸ä¸æ°´åæ¥å¾ ææ客人ï¼å°½å¯è½æ»¡è¶³å®¢äººçè¦æ±ï¼è§£å³å®¢æ·æè¯ï¼åå©å®¢æ·å¤çä¸é åºçæå¡ãè¥ä¸æ¶é´ãé åºäººåãå é¨æ´»å¨ã路线çæå ³çææå¨è¯¢ Responds to all guest requests in an accurate and timely manner making recommendations based on local knowledge and hotel practices. åç¡®åæ¶å°ååºå®¢äººçææè¦æ±ï¼å¹¶æ ¹æ®å½å°ç¥è¯åé åºçä¸è´¯åæ³æåºå»ºè®® Utilizes a variety of computer systems to check guests in and out, run daily reports and select, block rooms for arriving guests, accurately input special arrangements the guest has made and to assure proper billing å©ç¨åç§è½¯ä»¶ç³»ç»ä¸ºå®¢äººåçå ¥ä½åéæ¿æç»ãè¿è¡æ¯æ¥æ¥åã为å°è¾¾ç客人æåé¢è®¢æ¿é´ï¼åç¡®è¾å ¥å®¢äººçç¹æ®å®æ并确ä¿è´¦åæ£ç¡®æ 误 Stores and retrieves guest luggage and packages. åå¨ååå客人çè¡æåå 裹 Processes packages, faxes, messages, and mail which may be either outgoing or incoming in an accurate and timely manner. åç¡®åæ¶å°å¤çå¯åºæå¯å ¥çå 裹ãä¼ çãä¿¡æ¯åé®ä»¶ Works harmoniously and professionally with co-workers and supervisors. ä¸åäºå主管è洽并ä¸ä¸å°åä½ Accepts reservations, changes and cancellations in the absence of Reservations Department Staff. å¨é¢è®¢é¨åäºç¼ºå¸æ¶æ¥åé¢è®¢ã并ä¼åæ´æ¹ååæ¶ Can answer guest calls and direct them appropriately in the absence of a Communications Operator. å¨æ»æºåäºä¸å¨çæ åµä¸ï¼è½æ¥å¬å®¢äººçµè¯å¹¶éå½åå¤å®¢äºº Greets guests and escorts them to their rooms. Delivers luggage to room upon check-in and picks up luggage from room upon departure, moving the luggage to storage or the Front Drive. Maintains proper records of deliveries and pick-ups. è¿æ¥å®¢äººå¹¶æ¤éä»ä»¬å°æ¿é´,åçå ¥ä½æç»æ¶å°è¡æéè³å®¢æ¿ï¼ç¦»å¼æ¶ä»å®¢æ¿ååè¡æï¼å°è¡æ 移è³å¨è室æåå°,妥åä¿åè¿éåæåè¡æçè®°å½ What you bring: å²ä½è¦æ±ï¼ Minimum 3 yearsâ experience in related position with Four Seasons or other organization è³å°3å¹´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: Supervises 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. Responds 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 Seasonsâ policies. è´è´£åå°å¼çå·¥ä½ãæ导å工履è¡ä»¥ä¸èè´£ï¼ä¹å¯èªè¡å±¥è¡è¿äºèè´£ï¼æ¥å¾ åç»è®°é åºå®¢äººï¼å客人解éä½å®¿æ åµå¹¶ç¡®å®ä¿¡ç¨é¢åº¦æä»æ¬¾æ¹å¼ã 为客人åçéæ¿æç»ï¼åå¤å¹¶è§£éè´¦åã åç¡®è¯ä¼°å®¢äººçéæ±åè¦æ±ï¼ç¶åæåºä¸ªäººå»ºè®®å¹¶å 以润è²ï¼å¨éµå®åå£é åºæææ¿ççåæ¶ï¼æ大é度å°æ»¡è¶³å®¢äººçè¦æ±ã What you will do: å²ä½èè´£ï¼ Checks in guest in an efficient and friendly manner, using guest name whenever possible. 以é«æãå好çæ¹å¼ä¸ºå®¢äººåçå ¥ä½æç»ï¼å°½å¯è½ä½¿ç¨å®¢äººå§å Assures that guest is assigned type of room requested and the correct rate is charged. ç¡®ä¿ä¸ºå®¢äººåé æéç客æ¿ç±»åï¼å¹¶æ¶åæ£ç¡®çæ¿ä»· Arranges for luggage to be delivered to guest room. Issues correct keys to the guest. å®æå°è¡æéè³å®¢æ¿ã å客人åæ¾æ£ç¡®çé¥å Checks out guest at end of stay. ä½å®¿ç»ææ¶ä¸ºå®¢äººåçéæ¿æç» Ascertains guest satisfaction, collects keys, posts late charges and presents bill to guest. ç¡®å®å®¢äººæ»¡æ度ãæ¶åæ¿å¡ãæ¶åé¾æè´¹ç¨å¹¶å客人åºç¤ºè´¦å Settles bill accurately through credit card or cash transaction. éè¿ä¿¡ç¨å¡æç°é交æåç¡®ç»ç®è´¦å Maintains a balanced bank assigned by the hotel. Makes change, cashes checks, and exchanges foreign currency. Reconciles all transactions at the close of each shift. ç»´æé åºæå®é¶è¡çæ¶æ¯å¹³è¡¡ã æ¾é¶ãå ç°æ¯ç¥¨åå æ¢å¤å¸ãæ¯çç»ææ¶æ ¸å¯¹ææ交æ Assure that desk collateral and information for restaurants, museums, attractions, maps, and other local attractions are updated and current. ç¡®ä¿é¤å ãåç©é¦ãæ¯ç¹ãå°å¾åå ¶ä»å½å°æ¯ç¹çæ¡çåä¿¡æ¯åæ¶æ´æ° Knows what activities are available in the city (theatre, sports, concerts, shows, special exhibits, sightseeing) and establishes close contacts with vendors in these areas in order to provide information, ticketing, and reservations for guests. äºè§£å¸å æåªäºæ´»å¨ï¼æå§ãä½è²ãé³ä¹ä¼ãæ¼åºãç¹å«å±è§ãè§å ï¼ï¼å¹¶ä¸è¿äºé¢åçä¾åºå建ç«å¯åèç³»ï¼ä»¥ä¾¿ä¸ºå®¢äººæä¾ä¿¡æ¯ã票å¡åé¢è®¢æå¡ Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints; assist customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. 以æé«ççæ åä¸ä¸æ°´åæ¥å¾ ææ客人ï¼å°½å¯è½æ»¡è¶³å®¢äººçè¦æ±ï¼è§£å³å®¢æ·æè¯ï¼åå©å®¢æ·å¤çä¸é åºçæå¡ãè¥ä¸æ¶é´ãé åºäººåãå é¨æ´»å¨ã路线çæå ³çææå¨è¯¢ Responds to all guest requests in an accurate and timely manner making recommendations based on local knowledge and hotel practices. åç¡®åæ¶å°ååºå®¢äººçææè¦æ±ï¼å¹¶æ ¹æ®å½å°ç¥è¯åé åºçä¸è´¯åæ³æåºå»ºè®® Utilizes a variety of computer systems to check guests in and out, run daily reports and select, block rooms for arriving guests, accurately input special arrangements the guest has made and to assure proper billing å©ç¨åç§è½¯ä»¶ç³»ç»ä¸ºå®¢äººåçå ¥ä½åéæ¿æç»ãè¿è¡æ¯æ¥æ¥åã为å°è¾¾ç客人æåé¢è®¢æ¿é´ï¼åç¡®è¾å ¥å®¢äººçç¹æ®å®æ并确ä¿è´¦åæ£ç¡®æ 误 Stores and retrieves guest luggage and packages. åå¨ååå客人çè¡æåå 裹 Processes packages, faxes, messages, and mail which may be either outgoing or incoming in an accurate and timely manner. åç¡®åæ¶å°å¤çå¯åºæå¯å ¥çå 裹ãä¼ çãä¿¡æ¯åé®ä»¶ Works harmoniously and professionally with co-workers and supervisors. ä¸åäºå主管è洽并ä¸ä¸å°åä½ Accepts reservations, changes and cancellations in the absence of Reservations Department Staff. å¨é¢è®¢é¨åäºç¼ºå¸æ¶æ¥åé¢è®¢ã并ä¼åæ´æ¹ååæ¶ Can answer guest calls and direct them appropriately in the absence of a Communications Operator. å¨æ»æºåäºä¸å¨çæ åµä¸ï¼è½æ¥å¬å®¢äººçµè¯å¹¶éå½åå¤å®¢äºº Greets guests and escorts them to their rooms. Delivers luggage to room upon check-in and picks up luggage from room upon departure, moving the luggage to storage or the Front Drive. Maintains proper records of deliveries and pick-ups. è¿æ¥å®¢äººå¹¶æ¤éä»ä»¬å°æ¿é´,åçå ¥ä½æç»æ¶å°è¡æéè³å®¢æ¿ï¼ç¦»å¼æ¶ä»å®¢æ¿ååè¡æï¼å°è¡æ 移è³å¨è室æåå°,妥åä¿åè¿éåæåè¡æçè®°å½ What you bring: å²ä½è¦æ±ï¼ Minimum 3 yearsâ experience in related position with Four Seasons or other organization è³å°3å¹´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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