首席lyf客务总管（前厅部经理）

DUTY & RESPONSIBILITY
工作任务和职责
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Assist lyf guests with check-in procedures, and activation of mobile keys.
协助客人办理入住手续，激活移动钥匙
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Encourage sign ups for DiscoverASR app to explore and interact with lyf community
促进雅星会应用程序的注册以加深lyf 社区的宾客互动
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Handle guest queries related to facilities, services, registration, as well as provide information about local attractions and events.
处理住客关于设施、服务、登记的相关问询，并提供有关当地景点和活动的信息。
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Conduct property tours for new and potential lyf guests and/or business partners.
带领新住客及潜在客户或商业伙伴参观lyf 物业
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Receive and promptly transmit messages to guests.
接收并及时向宾客传达信息
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Resolve loyalty member-related issues to establish a cohesive community and manage member expectations.
解决会员相关的问题，以建立和谐社区，并管理会员的期望值
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Promote and encourage the growth of ASR membership and lyf digital membership.
推广并激励ASR 会员和lyf 数字会员的增长
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Monitor and maintain record of room availability using the Property Management System (PMS) or Reservation Management System (RMS).
使用酒店管理系统(PMS) 或RMS 监控并记录客房可用状态
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Adhere to corporate guidelines for all operational processes.
遵守公司所有运营流程的指导方针
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Perform bookkeeping activities when required.
在必要时进行记账
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Conduct regular rounds to ensure cleanliness in all areas, with a focus on social spaces.
定期巡视以确保所有区域的清洁，重点关注社交活动区域
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Manage walk-in inquiries, emails, and other lyf-related enquiries.
管理上门自洽的客户咨询、电子邮件及其他lyf 相关的问询
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Supervise events to ensure compliance with house rules and address any issues that arise.
监管物业活动以确保遵守公司规定，并解决可能出现的任何问题
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Assist in light housekeeping and liaise with outsourced contractors for cleaning and maintenance.
协助进行简单的客房清洁工作，并与服务外包商联络进行清洁和维护
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Review job scope of lyf Guards and propose improvements to increase efficiency
检查lyf 客务总管的工作范围，并提出改进建议以提高效率
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Ensure compliance of procedures and processes by lyf Guards
确保lyf 客务总管遵守工作程序和流程
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Monitor and Coach lyf Guards to achieve better performance and meet operational standards.
监督和指导lyf 客务总管的工作，以实现更佳的业绩并达到运营标准
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Ensure all lyf guests refunds are submitted to Finance on a timely basis.
确保所有lyf 住客的退款及时提交给财务部门
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Maintain guests' preference profiles and track their likes and dislikes.
维护住客个人爱好的档案管理，跟进了解他们的喜好与不喜欢的事物
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Assist the Ambassador of Buzz (AOB) in executing community initiatives that create connections between guests.
协助lyf使者执行促进住客联系的社区活动
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Support the AOB in curating and planning the event calendar for guests.
支持lyf使者策划和安排宾客活动的日历
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Proactively engage with guests, providing constructive recommendations to enhance their overall stay experience.
主动与住客交流互动，提供积极的建议以提升住客整体的住宿体验
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Anticipate and address guests' needs to exceed their expectations.
预判并满足住客的需求，以超越他们的期望
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Be the primary point of contact for any feedback/complaints by lyf guests.
成为lyf 住客反馈或投诉的主要协调人
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Conduct interview to hire lyf guards to ensure fit with the team
参与lyf客务总管的面试招聘工作，确保招募的lyf员工适合团队
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Train and onboard lyf guards with necessary skills and knowledge to perform their roles effectively.
培训和支持lyf 客务总管掌握有效履行其职责所需的技能和知识
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Create and maintain a duty roster to ensure sufficient manning coverage at all times.
制定排班表，以确保任何时候都有足够的人员配置
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Provide ongoing coaching, support, and motivation to lyf guards to ensure they perform and deliver exceptional service.
提供持续的指导、支持和激励，确保lyf 客务总管提供优质的对客服务
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Conduct daily stand-up meetings with lyf guards, providing updates, addressing concerns and ensure effective communication within the team.
与lyf 客务总管召开每日例会，更新工作进展，解决问题，并确保团队内部的有效沟通
REQUIREMENTS
资质要求
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Diploma holder and above in related fields such as hospitality, events, operations, F&B, IT etc.
大专或以上学历，酒店管理、活动管理、酒店运营、餐饮、信息技术等相关领域
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Experience in hospitality is a plus.
有酒店行业经验者优先
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Experience in guest service or customer-facing roles is preferred.
具有宾客服务或直接服务客户的经验者优先
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Minimum of 2 years’ supervisory experience preferred.
有2年以上的管理工作经验者优先
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Dynamic and self-motivated with strong verbal and written communication skills in both English and Chinese
充满活力且自我驱动力强，流利的中英文口头及书面沟通技能
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Highly organized with excellent multitasking abilities.
较强的组织能力，并具备优秀的多任务处理能力
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Attention to detail and able to anticipate and react to the needs of guests’ demands
注重细节，能够预判并处理宾客需求
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Knowledge of property management systems and other relevant software is a plus.
熟悉酒店管理系统及其他相关软件者优先
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Tech savvy, able to pick up and use new systems and technology solutions easily
精通技术，能够轻松掌握和使用新的系统和技术方案
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Familiarity with local attractions, services, and events.
熟悉当地景点、服务和活动
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Ability to remain calm, composed and think quickly in challenging situations.
能够在有挑战的情况下保持冷静和镇定
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Flexibility to work in shifts, including weekends and public holidays.
能够灵活地轮班工作，包括周末和公共假期
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Customer-oriented, warm and friendly personality with a genuine passion for creating a welcoming and inclusive community atmosphere.
以客户为中心，有热情、友好的个性，真正有热情营造舒适和包容的社区氛围
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Proven ability to motivate and inspire a team, promote teamwork, and lead by example.
有能力激励和鼓舞团队，促进团队合作，并以身作则
工作地点：上海浦东张江金科路求新路