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Duty Manager

  • JR-03177
  • Concierge
  • Full time
  • Mandarin Oriental, Sanya
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  • Duty Manager

    值班经理

    Mandarin Oriental, Sanya is looking for a Duty Manager to join our Front Office team.

    三亚珊瑚湾文华东方酒店现招募值班经理加入前厅部团队。

    Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional. 

    你是一位具有工匠精神的大师吗？你是否有愿望加入我们团队，共同努力，一起成功？你是否能够展示诚信与尊重，勇担责任？您是否拥抱变化、接受成长型思维模式？我们诚邀您成为卓越的粉丝。

    Mandarin Oriental is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognised for creating some of the world’s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.

    文华东方酒店集团是屡获殊荣的酒店管理公司，在世界各地的显著地点拥有最奢华的酒店、度假村及住宅，并拥有强有力的开发拓展能力。文华东方酒店集团因成功打造全球最炙手可热的酒店而受到广泛认可，其传奇服务的灵感源自亚洲传统，同时代表着最前沿的奢华体验。

    MANDARIN ORIENTAL, SANYA

    三亚珊瑚湾文华东方酒店

    A hidden gem where nature is celebrated, and privacy is assured.

    一个融合自然美景与身心疗愈的隐奢世外桃源

    Mandarin Oriental, Sanya is the first venture of Mandarin Oriental Hotel Group in China, extending the Group’ luxury and lifestyle retreat concept designed for seasoned international travellers in search of tranquillity and the utmost in relaxation and luxury.

    The resort enjoys the tranquillity of a 1.2 km nationally protected coral bay and is spread out over 12 hectares of lush tropical bloom overlooking the warm, soothing waters of the South China Sea.

    三亚珊瑚湾文华东方酒店是文华东方酒店集团在中国大陆的首家酒店，在传递当代奢华及体现海南特色的同时，反映出集团东方色彩的传统，为国内宾客提供远离喧嚣的宁静和放松。

    酒店位于占地12万平方米的热带雨林中，独享1.2千米的珊瑚海滩。热带植物郁郁葱葱，俯瞰南中国温暖舒缓的海水。

    About the job

    Based at the Mandarin Oriental, Sanya within the Front Office Department in Sanya, the Duty Manger is responsible for providing service that is in line with guests’ expectations and Mandarin Oriental LQE, and supervising for promptness and accuracy the fulfilment of guests’ requests. Duty Manager is responsible for promptly handling guest complaints, coordinating resources to resolve issues and following up on feedback; meanwhile, they take the lead in responding to emergency situations to ensure on-site order and guest safety. Report to Guest Experience Manager.

    值班经理负责提供符合宾客期望及文华东方品牌核心服务标准（LQE）的服务，并监督宾客需求得到及时、准确的响应。值班经理需及时处理宾客投诉，协调资源解决问题并跟进反馈；同时牵头应对突发紧急情况，保障现场秩序与宾客安全。该岗位向宾客体验经理汇报。

    As Duty Manager, you will be responsible for the following duties:

    作为值班经理，您需要承担以下职责：

  • Familiar with Front Office Operational Standards and Procedures.
  • 熟知前厅部的运作和工作流程。
  • Maintain good knowledge of all corporate programs.
  • 对所有公司项目保持良好的认识。
  • Maintain a good knowledge of the room rates, discounts, packages, hotel facilities, special events, etc.
  • 对客房价格、折扣、套餐、酒店设施、相应活动等有全面的的了解。
  • Abide by the service standards.
  • 遵守集团的服务标准。
  • Maintain good working relations with all departments.
  • 与其它部门保持良好的关系。
  • Work close with reception supervisor.
  • 与前台主管紧密协作。
  • Review arrival information on a daily basis; VIP, Repeat guests, Groups, special requests etc.
  • 查看每日的VIP报表，团队到店和客人相应的要求。
  • Conduct VIP room inspections with particular emphasis on cleanliness and standard set up. Make sure the amenity was set up appropriately.
  • 检查VIP客人的房间，特别是房间的清洁度和物品的标准摆放。确保所有物品符合集团的标准。
  • Greet VIPs, Repeat guests and long staying guests upon arrival and ensures their allocated accommodation is satisfactory.
  • 迎接VIP客人、长住客等，确保客人在店期间的入住体验满意度。
  • Assist in handling claimed reservations and turn-away according to policies and procedures.
  • 根据酒店的流程和政策协助处理预定的更改和取消。
  • Carry out inspection of front of the house and back of the house areas regularly, including lobby cleanness, lighting, background music, main entrance and driveway.
  • 时常对酒店各个区域进行巡查，包括大堂的清洁、灯光、背景音乐、出入口以及园区内的机动车道。
  • Ensure that all associates comply with the grooming and uniform standards.
  • 确保所有员工遵守仪容仪表和统一标准。
  • Ensure GSA check the room discrepancies everyday to ensure correct room status at all times.
  • 确保GSA每天检查房间的差异，确保房态的一致性。
  • Conduct department briefing.
  • 组织部门交接班会议。
  • Assist with income auditor to ensure the financial policy and procedure are consistently carry on by GSA in line with MOHG standard
  • 协助收入审计员确保GSA的操作流程符合酒店集团的的财务规章制度。
  • Represent hotel management in handling guest complain and special inquiries to ensure smooth running of operation.
  • 必要时代表酒店驻店经理处理客人投诉和答疑，确保酒店运作的顺利进行。
  • To coordinate with other department in order to achieve the guest satisfaction and expectation
  • 与其他部门合作以达到客人的满意和期望。
  • Ensure that guest complaints are properly logged and acted upon by trying to avoid any guest leaving the hotel dissatisfied. Solicits assistance from Management if needed.
  • 确保客人的投诉被妥善记录，做到让宾客满意，避免客人因对酒店不满而离店。如有需要，向管理层寻求帮助。
  • Log all incidents of importance and guest comments in shift logbook for Management.
  • 将所有重要的客人信息记录下来方便日后应用管理。
  • Log security incidents and accidents in accordance with hotel requirements.
  • 根据酒店要求记录安全事故和事故
  • Assist in investigating and resolving written guest complaints.
  • 协助调查和解决书面客人投诉。
  • Maintain effective guest relations, builds rapport and offer personalized service and assistance.
  • 保持有效的客户关系，建立和谐关系，提供个性化的服务和帮助。
  • Deliver high quality service to guests.
  • 为客人提供优质的服务。
  • Maintain the communication with guest and colleagues to constantly improve the quality of service
  • 与客人和同事保持交流沟通，不断提高服务质量。
  • Assist Reception when required; perform check in, check out, etc.
  • 需要时帮助前台办理入住和退房。
  • Carry out hotel night audit according to hotel procedure.
  • 根据集团要求进行每日的夜审工作。
  • Report to management on deficiencies and irregularities noted in the operation.
  • 对管理中出现的缺陷和违规行为的管理报告
  • Proactively sell the Mandarin Oriental Hotel products and services by using up-selling and suggestive selling techniques.
  • 积极主动的推荐酒店的产品和服务，从而帮助增加酒店的营业额。
  • Maintain a high level of product and service knowledge in order to explain or make recommendation for guest
  • 保持高水平的产品和服务知识，便于向客人解释或推荐。
  • Be familiar with property safety, current first aid and fire emergency procedures.
  • 熟悉财产安全以及当前急救和消防应急程序。
  • Assist other departments in resolving problems when Department head concerned is not available.
  • 当部门主管不在时，协助其他部门解决问题。
  • Provide ongoing advice and support to staff under your supervision.
  • 监督员工，提供持续的建议和支持。
  • Supervise staff performance.
  • 监督员工的工作表现。
  • Ensure all reporting and servicing deadlines are met on a timely basis.
  • 确保所有报表和服务的传递在第一时间完成。
  • Attend the training and meeting as required.
  • 按要求参加培训和会议。
  • Carry out other duties or tasks assigned / delegated by Assistant Front Office Manager/Front Office Manger
  • 完成前厅部副经理/前厅部经理分配的工作任务。

  • As Duty Manager, we expect from you: 

    作为别墅经理，我们需要您具备：

  • Strong interpersonal and problem-solving abilities.

  • 较强的人际交往能力及解决问题的能力

  • Excellent Hotel product knowledge.

  • 精通酒店产品知识

  • Highly responsible & reliable.

  • 高度的责任心和可靠性

  • Works well under pressure in a fast-paced environment.

  • 在快节奏的环境中，提升抗压能力

  • Ability to work cohesively as part of the team.

  • 团结协作

  • Ability to focus attention on guest needs, always remaining calm and courteous.

  • 专注客人需求，情绪稳定，彬彬有礼

  •  English language skills

  • 较好的英语语言技能

    Our commitment to you

    我们承诺给您

  • Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.

  • 学习与发展：您的成功即是酒店的成功。我们为您职业生涯的各个阶段精心设计独特的学习与发展计划，使您不断成长。

  • MOstay. When you work as hard as our colleagues do, it’s important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.

  • 同事入住福利： 当您作为我们的同事努力工作时，休假是非常重要的。做为文华东方酒店大家庭的一员，无论您身处世界何处，都可以申请入住文华东方酒店。同事入住福利项目为您及您的家人提供免费住宿和员工价。

  • Heath & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.

  • 同事健康及福祉：找到工作与生活的平衡点非常重要。我们非常重视您的健康及福祉。我们为全球所有同事提供各种健康福利及保健计划。 

    Local benefits

    本地福利

  • A competitive salary and benefits packages 具有竞争力的薪资及福利
  • Annual Leave and Public Holidays 带薪年假及公共假期
  • Social Insurances and Housing Fund 社会保险及公积金
  • Free accommodation and meals 免费的宿舍住宿及工作餐

  • We’re Fans. Are you?

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