Essential Duties and Responsibilities – （Key Activities of the role）

主要职责﹣（职务的主要工作）

1.Directs the Guest Relations Centre by overseeing, prioritizing and reviewing workflow and guidance to team members to meet deadlines and maximize efficiency including team cooperation & allocation of duties. Delivering high standards of Guest Services

直接工作于客户关系中心，对部门员工的工作进行监督，优化，同时检查工作流程，亲自指导员工使之达到标准，发挥团队合作及工作分配的最大化效用。提供高标准客户服务的。

2.Conduct performance management and where necessary implement disciplinary procedures in line with HR procedures where team members perform below standards or where there are conduct issues. To assist department manager arrange staff’s schedule.

实行绩效管理，并根据人事流程对员工绩效低于标准或存在问题的情况进行必要的纪律处分。协助客户关系经理制定部门工作排班。

3.To deal with daily Check-in, Check-out, reservation and reception. Greets and escorts Very Important Guests and attends to their special needs.

负责办理日常的入住，退房，预定以及接待工作。亲自迎接并处理贵宾入住期间的特别需求。

4.Openly communicates with staff through regular briefings where all relevant information is passed on.

定期与员工进行沟通，了解思想动态，确保相关信息正确传达到。

5.Properly and timely processing of customer requirements, inquiries and complaints. If necessary, promptly report to superior.

妥善和及时处理客户的要求、询问和投诉。如有需要，及时向上级汇报。

6.Leads by example when attending to guest requests. Shows efficiency in constantly striving to provide Total Customer Satisfaction.

在面对客户需求时以身作则，并始终朝着使全体客户满意的目标而努力。

7.Follows shama procedures with respect to grooming, performance and conduct standards, occupational health and safety, emergency procedures and all other property policies and procedures as detailed in the employee handbook / department procedure manuals / company policy manuals.

遵守莎玛关于仪容仪表，绩效考评标准，职业卫生及安全，紧急预案，以及出现在员工手册/部门操作守则/公司政策守则上的其他相关政策及流程。

8.Takes responsibility to ensure all required tasks are completed accurately and within given time frames. Completes any other duties assigned by your manager.

在指定的时间内完成被分配的工作。完成部门经理指派的其他工作。

上班地点： 上海协信莎玛虹桥服务式公寓/ 上海协信莎玛长风服务式公寓

上班地址：上海市普陀区大渡河路388弄2号