lyf客务总管（前厅部接待员）

工作任务：
• Assist lyf guests with check-in procedures.
协助lyf 住客办理入住手续。
• 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。
• Conduct property tours for new and potential lyf guests.
带领新住客及潜在宾客参观lyf 物业。
• Receive and promptly transmit messages to guests.
接收并及时向住客传达信息。
• 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。
• 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。
• 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。
• Adhere to corporate guidelines for all operational processes.
遵守公司所有运营流程的指导方针
• Perform bookkeeping activities when required.在必要时进行记账
• 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
• 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
• 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。
• Assist the Ambassador of Buzz (AOB) in executing community initiatives that create connections between guests.
协助lyf使者执行能够促进住客联系的社区活动。
• Support the AOB in curating and planning the event calendar for guests.
支持lyf使者策划和安排宾客的活动日程。
• 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。
• 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。
• 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
• 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
资格要求：
• 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。
• 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。
• 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。
• 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。
• 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。
• 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。
• 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。
•
Familiarity with local attractions, services, and events.
熟悉当地景点、服务和活动。
• Ability to remain calm and composed in challenging situations.
能够在有挑战的情况下保持冷静和镇定。
• 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。
• 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。
工作地点：上海浦东新区求新路55弄1号