管家服务主管 Team Leader, Butler

Job Summary
职位简述
To oversee, assist and coordinatethe daily operation of the luxury suites with the butler team. Ensuring allluxury suite occupants receive a professional and courteous butler service atall times as per resort standards.
与管家服务团队一起监督、协助和协调奢华套房每日运营情况。根据酒店的标准，确保所有入住奢华套房的客人体验专业、热情的管家服务。
Key Duties and Responsibilities
主要义务和职责
1.Oversee thedaily tasks to be carried out by the butler team.
查看管家团队每日工作任务。
2.Carry outbriefing with the butler team daily informing them of all daily resortinformation.
组织例会，与管家团队分享每日酒店内的信息。
3.Check andassist the butlers in their daily tasks and requirements from the luxury suiteguest.
检查并协助管家服务员的每日工作及奢华套房客人的需求。
4.Oversee allluxury suite reservations, ensuring all data is collected and schedule andbrief the butlers responsible for the individual suite. Ensure all pre-arrivalpreparations are carried out as per guest preferences.
查看所有奢华套房的预订，收集好所有数据，做好工作计划，告知管家服务员需负责的套房。根据客人喜好，确保在
客人到店之前做好所有准备工作。
5.Oversee allluxury suite occupants’ itineraries ensuring the butler team are in control ofcoordination and assisting with the requirements in a proper manner as perresort standards.
查看所有奢华套房客人的活动日程，确保管家服务员根据酒店的标准，以恰当的方式协助客人。
6.Control allsuites prior to guest arrival ensuring the suite is prepared as per resortstandards.
在客人到店前，根据酒店的标准，先将套房准备好。
7.Check allchannel OTA reservations and arrange butler to follow up and welcome guestaccordingly.
检查所有线上渠道的预定并安排管家做相应的跟进并欢迎客人。
8.Check allVIP arrival details and ensure all relevant VIP amenities deliver to room atthe proper time.
检查所有的VIP抵达信息并确保VIP相应的礼遇在合适的时间送到房间。
9.Check allVIP departure details and ensure guest billing all correct and drop off limobooking has been arranged if any.
检查所有VIP 离店的细节确保客人的账单无误并安排好送机车辆，如果有预定。
10.Communicateall requests and preferences to other resort departments correctly and timely.
正确并及时地与酒店其他部门传达客人所需和喜好。
11.Prepare allbutler schedules and vacation schedules according to resort requirements.
根据酒店需求，制定所有管家服务员的工作计划以及休假计划。
12.Ensure thebutler team all attend to duty on time in the correct uniform well groomed.
确保管家部的所有员工按时上岗，身着合适的制服，良好的仪容仪表。
13.Carry outtrainings for the butler team as per resort requirements and on the jobtraining when required.
根据酒店的需求以及工作要求，对管家团队的员工进行培训。
14.Ensure allbutler tools and equipment is available and functioning correctly at all times.
确保所有管家使用的工具和设备在任何时候处于正常运作状态。
15.Ensure allF&B and amenity preferences are prepared on a daily basis for the suite.
根据客人饮食喜好，为套房客人准备当天的餐饮礼品。
16.Ensure allguest luggage and belongings are attended to in a correct and timely manner asper guest requirements.
根据客人的需求，以正确 、迅速的方式整理客人的行李。
17.Assist thebutler team in coordinating special activities requested outside the resort.
协助管家团队处理来自于酒店外部的特殊活动。
18.Ensurepriority restaurant reservations are available and reservations prepared forthe suite guests as requested.
优先预订餐厅座位并根据套房客人的需求为其做好预订。
19.Ensure alldeparture services are attended to by the butler team, and transportationrequirements, next destination requests are followed up as per guestrequirements.
根据客人的要求，提供离店服务、交通需求服务、下个目的地的协助。
20.Have fullknowledge of all resort services, hours, and locations around the resort.
具备丰富的酒店服务知识、时间概念以及熟悉酒店周边地区。
21.Have fullknowledge of all concierge services available in the local area, includingdistances, times, and locations.
具备丰富的本地礼宾服务知识，包括距离、时间以及地点信息。
22.Havethorough knowledge of the resort PMS system being able to carry out in roomcheck in and check out of guests.
完全熟悉PMS系统的操作，能够为客人在房内办理入住和退房手续。
23.Have fullknowledge and able to carry out all butler duties and requested tasks whenrequired.
具备丰富的管家服务知识，能够承担管家职责，当客人有需求时，可以提供帮助。
24.Carry outany other job-related tasks requested by the resort.
完成其他与工作相关的任务。
Skills, Experience & Educational Requirements
技能、经验和教育要求
College degree or above, similar work experience is preferred
大专以上学历，有同岗位工作经验者优先
Excellent organizational and management skills and excellentcommunication skills
优秀的组织管理能力和优秀的交际能和沟通技巧
Have a strong sense of customer service
具备较强的服务客人意识
Good at communicating with guests, dealing with thoughtful,decisive, can independently deal with various complaints
善于同宾客交往、沟通，处理周到、果断，能独立处理各种投诉
Warm, sincere, patient, friendly, with good etiquette
热情、真诚、耐心，有亲和力，具备良好的礼仪规范