Mandarin Oriental Wangfujing, Beijing is looking for a Front Desk Supervisor to join our Front Office team.
北京王府井文华东方酒店正在寻找一位前台主管加入我们的前厅服务团队。
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.
您是技艺精湛的大师吗？您是否愿意加入一个荣耀共享，彰显诚信和尊重且尽心尽责的团队？您是否愿意拥抱成长型的思维？我们邀请您成为非凡卓越的粉丝。
Mandarin Oriental Hotel Group 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一家屡获殊荣的酒店业主方和品牌运营商，在全球各主要旅行目的地拥有最奢华的酒店、度假村和住宅，拥有强大的开发拓展渠道。文华东方因创造全球最受欢迎的物业而日益受到认可，集团以“东方文化的灵感”与“传奇式的服务”代表着奢华体验的最前沿。
Our stylish hotel overlooks landmarks such as The Forbidden City and offers some of the largest rooms and suites in Beijing. Blending contemporary aesthetics with classic Chinese décor, the hotel is home to two restaurants and a bar, all of which open onto an expansive rooftop garden terrace. With an exquisite spa offering signature wellness programmes, a fitness centre and a 25m indoor lap pool with sky roof, Mandarin Oriental Wangfujing will provide the ideal intimate retreat for Beijing residents and visitors alike.
北京王府井文华东方酒店坐拥紫禁城等中国地标性景观，房间面积宽绰，在北京同类型房型中首屈一指。融合现代美学与中国古典装饰意蕴，酒店设有两间餐厅和一间酒吧，均可通往宽敞的屋顶露台花园。酒店拥有享誉全球的文华东方水疗服务，提供屡获殊荣的经典康体项目。同时配有设备先进的健身中心及享有自然采光的25米长室内泳池。
About the job
关于工作岗位
Based at the Mandarin Oriental Wangfujing, Beijing / within Front Office, the Front Desk Supervisor is responsible for , but not limited to, the overall hotel operations in the absence of an Executive Committee member. In the absence of the Front Office Manager and the Assistant Front Office Manager this position provides direction and leadership to the Front Office team to maximize revenue opportunities and guest satisfaction levels to the standards set by the Group. Front Desk Supervisor works very closely with the Housekeeping Management team to ensure successful delivery of Mandarin Oriental’s exceptional service to our guest and successful Rooms operation.
前台主管负责但不限于在执行委员会成员缺席的情况下的整体酒店运营。在前台经理和助理前台经理缺席的情况下，该职位为前台团队提供指导和领导，以最大限度地提高收入机会和客户满意度，达到集团设定的标准。 前台主管与客房服务管理团队密切合作，确保文华东方酒店为我们的客人提供卓越的服务和成功的客房运营。
As Front Desk Supervisor, you will responsible for the following duties:
作为前台主管，您将负责以下职责：
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Assume the role of Night Manager when required and be familiar with the Night duties. Such as cashiering and close down policy and procedures, Night Audit process and, rate variance report and no show reservations.
- 在需要时担任夜间经理的角色，并熟悉夜间职责。例如收银和关闭政策和程序，夜间审计流程和，费率差异报告和未入住预订。
- Ensure that all in house guests are within their credit limit according to the hotel’s credit policy.
- 根据酒店的信用政策，确保所有住店客人均在其信用额度范围内。
- Complete the appropriate checks and balances as established by Finance, such as the credit over’s list, rate variance report and no show reservations.
- 完成财务部门建立的适当检查和平衡，例如贷方列表、费率差异报告和未入住预订。
- Ensuring proper, efficient and profitable functioning of the Front Office, which includes Reception/GR/Concierge/PABX.
- 确保前台（包括接待/GR/礼宾/PABX）正常、高效和有利可图的运作。
- Maximize room revenue and occupancy by effectively controlling rates and availability
- 通过有效控制房价和空房率，最大限度地提高客房收入和入住率。
- Create and strategise duties and responsibilities of Front Office colleagues and ensure that work processes are in a logical order
- 创建前台同事的职责和责任并制定战略，并确保工作流程符合逻辑顺序。
- Ensure proper staffing at all times
- 确保始终配备适当的人员。
- Ensure that Legendary Quality Experiences, policies and procedures are properly understood and followed through
- 确保传奇品质体验、政策和程序得到正确理解和遵循。
- Perform all aspects of colleague and training functions, including hiring, performance appraisals, counselling, coaching, training, disciplinary actions
- 执行同事和培训职能的各个方面，包括招聘，绩效评估，咨询，辅导，培训，纪律处分。
- Ensure and maintain a very high standard of personal hygiene, behaviour and grooming standards of staff
- 确保并保持员工非常高的个人卫生、行为和仪容标准。
- Ensure that the Legendary Service Training manual is continuously updated, maintained and used effectively
- 确保传奇服务培训手册不断更新、维护和有效使用。
- Perform any other reasonable duties as required by the Front Office Manager/Assistant Front Office Manager.
- 执行前台经理/助理前台经理要求的任何其他合理职责。
- To maintain strong, professional relationships with the relevant representatives from competitor hotels and other organisations, including tour operators and local travel agents.
与竞争对手酒店和其他组织的相关代表保持牢固，专业的关系，包括旅游运营商和当地旅行社。
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Be well versed with the emergency preparedness procedures and locations of the hotel and take actions appropriately as an ERT member.
精通酒店的应急准备程序和位置，并作为ERT成员采取适当的行动。
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Assist in conducting site inspections during weekend, Public Holidays and when necessary
协助在周末、公众假期及有需要时进行现场视察。
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Respond to changes in the Rooms function as dictated by the industry, company and hotel.
根据行业、公司和酒店的规定，应对客房功能的变化。
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Respond to guest complaints and concerns
回应客人的投诉和疑虑。
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Support other departments in the absence of their department heads
在部门负责人缺席的情况下支持其他部门。
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Attend training sessions and meetings as and when required.
在需要时参加培训课程和会议。
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Maintain a Front Desk Supervisor’s incident log to be shared with the Executive committee / relevant Department Heads at each day and in a timely manner.
维护前台主管的事件日志，以便每天及时与执行委员会/相关部门负责人共享。
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Make a daily tour of the property and ensure the building is secure and report any findings in the Front Desk Supervisor’s incident log.
每天参观该物业，确保建筑物安全，并在前台主管的事件日志中报告任何发现。
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Perform any tasks as assigned by the Management
执行管理层分配的任何任务。
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Ensure there is strong relationship and constant communication with the Housekeeping team.
确保与客房服务团队保持牢固的关系和持续的沟通。
As Front Desk Supervisor, we expect from you:
作为前台主管，我们对您的期望是：
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Conducting conversations and providing customer service in English.
- 能够用英语日常对话及开展对客服务。
- Good communication skills.
- 良好的沟通和交际能力。
- Excellent organizational and management skills.
- 优秀的组织管理能力。
- To ensure that all Front Office employees deliver the Mandarin Oriental’s guiding principles and provide exceptional guest service at all times.
- 确保所有前台员工都能遵循文华东方酒店的指导原则，并始终提供卓越的宾客服务。
- To ensure that Front Office employees also provide excellent service to internal customers as appropriate.
- 确保前台员工也酌情为内部客户提供优质的服务。
- To assist in greeting and checking-in VIPs, Suite Guest, Fans of MO and Long Stay guests, to ensure that they are met personally.
- 协助问候和办理入住手续的贵宾，套房客人，MO的粉丝和长住客人，以确保他们亲自见面。
- To ensure that all Front Office employees are aware of current promotions, policies and other important information.
- 确保所有前台员工都了解当前的晋升，政策和其他重要信息。
- To ensure that all Front Office employees are familiar with the hotel’s products and services.
- 确保所有前台员工都熟悉酒店的产品和服务。
- To implement consistent guest recognition programmes and maintain a relevant guest history database.
- 实施一致的客人识别计划并维护相关的客人历史数据库。
- To handle all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
- 以礼貌有效的方式处理所有客人和内部客户的投诉和查询，确保问题得到满意的解决。
- To personally and frequently verify that guests are receiving the best possible service during check-in and check-out.
- 亲自和经常验证客人在入住和退房期间是否获得了最好的服务。
- To spend time in Front Office areas during peak periods to ensure that the area is managed well by the respective team.
- 在高峰时段花时间在前台区域，以确保各个团队对该区域进行良好管理。
- To ensure that guest history records are accurately maintained and all repeat guest’s preferences are met.
- 确保准确维护客人的历史记录，并满足所有回头客的偏好。
Our commitment to you
我们的承诺
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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。您的成功就是我们的成功。我们为您的职业生涯的不同阶段量身定制独特的学习和发展计划，让您不断成长。
- 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.
- 文华东方酒店同事住房福利计划。在文华东方努力工作的同时，您的休息也同样重要。作为文华东方大家庭的一份子，无论您身在何处，都可以有机会下榻姐妹酒店。福利住房计划为您和您的家人提供免费住宿以及优惠价两种选择。
- 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.
- 同事的身心健康。保证工作与生活平衡非常重要，您的身心健康对我们来说很重要。我们为全球所有同事提供各种健康福利和保障计划。
We’re Fans. Are you?
