客房部-水療及健身-水療及健身房副理 Rooms-Spa & Wellness-Assistant Spa & Wellness Manager

• 執行麵包廚房現場操作的工作 

• 記錄新的食譜、新的程序並且透過學習去提升自己的專業能力 

• 確認工作區域一直處於乾淨的環境 

• 準備食材協助基本的備餐及依照主管要求協助各個區域工作 

• To execute operational duties at the Pastry. 

• Take any note on new recipes, new procedures, keep his learning process going at all times to improve his professional knowledge. 

• To ensure that the working area is clean at all the time. 

• Prepare all ingredient and basic mise-en-place and assist the chefs in various section of kitchen as instructed by his supervisor.

• 執行點心廚現場操作的工作 

• 記錄新的食譜、新的程序並且透過學習去提升自己的專業能力 

• 確認工作區域一直處於乾淨的環境 

• 準備食材協助基本的備餐及依照主管要求協助各個區域工作 

• To execute operational duties at the Pastry. 

• Take any note on new recipes, new procedures, keep his learning process going at all times to improve his professional knowledge. 

• To ensure that the working area is clean at all the time. 

• Prepare all ingredient and basic mise-en-place and assist the chefs in various section of kitchen as instructed by his supervisor.

•Responsible for achieving the Hotel’s total Rooms revenues as laid out in the Marketing Plan. 

•Accountable for achieving the Hotel Room Yield, Average Rate and Occupancy targets, as laid out in the Marketing Plan. 

•To ensure that the Relative Rev par positioning of the hotel is in excess of its primary competitive set. 

•To provide feedback and market information to the DOS on the changing market conditions, including trends on the competition, as a result of direct sales solicitation, telephone, reading materials and interaction with competitive hotel staff. 

•To establish and maintain an effective working relationship within the department and with other support department. 

•To establish and maintain strong business relationships with travel agencies and related partners to promote hotel room products, secure business opportunities, and drive room occupancy and revenue growth.

•熟練於制服發放、套量 

•對於服裝材質的認識 

•制服縫補及修改 

•善用破損及污漬的布巾 

•為新進同仁修改適合的服裝 

•保持制服間乾淨整潔

-同仁考勤事務協助 

-宴會菜單、桌牌印製 

-協助宴會廳日常行政作業 

-執行主管交辦事項

• 確認工作區域一直處於乾淨的環境之下。 

• 與主廚及外場主管密切配合，並與內部顧客維持意見調查以瞭解客人用餐滿意度。 

• 協助炒爐區工作。 

• 確認工作區域環境清潔。 

• 參加所有教育訓練，維持所有的程序及基本工作一致性，並透過協助主管同時提升自己的專業知識。 

• 執行被賦予的責任及合理的任務。 

• 完成主管交代的的工作並協助其他單位或區域。

• 確認工作區域一直處於乾淨的環境之下。 

• 與主廚及外場主管密切配合並協助炒爐區工作。 

• 確認工作區域環境清潔。 

• 參加兼職人員教育訓練，維持所有的程序及基本工作一致性，並透過協助主管同時提升自己的專業知識。 

• 執行被賦予的責任及合理的任務。 

• 完成主管交代的的工作並協助其他單位或區域。

文華苑社區是由文華東方酒店管理的飯店式豪宅(The Residences at Mandarin Oriental, Taipei) ，提供文華東方酒店傳奇式卓越優質的服務給所有的業主、住戶、賓客及訪客。  

•主要負責社區公共區域及人行道環境清潔 

•每日完成例行性工作表 

•樓層整理垃圾，回收分類 

•配合主管交代事項 

早班 08:00-16:30 / 中班 09:30-18:00 / 晚班 13:00-21:30

•客房餐廳布巾送洗 清點 整燙作業。 

•平燙機清潔與操作。 

•具飯店洗衣房或相關經驗尤佳。 

•確保工作環境保持高水平的清潔。

•客衣制服清洗 烘乾,整燙。 

•洗衣房內機器操作。 

•具飯店洗衣房或洗衣工廠經驗尤佳。 

•確保工作環境保持高水平的清潔。 

•其他主管交代事項。

文華苑社區是由文華東方酒店管理的飯店式豪宅(The Residences at Mandarin Oriental, Taipei) ，提供文華東方酒店傳奇式卓越優質的服務給所有的業主、住戶、賓客及訪客。  

•主要負責社區公共區域及人行道環境清潔 

•每日完成例行性工作表 

•樓層整理垃圾，回收分類 

•配合主管交代事項 

早班 08:00-16:30 / 中班 09:30-18:00 / 晚班 13:00-21:30

•協助廚師把做好的菜擺在餐檯 

•協助餐盤清洗 

•整理桌面 

•餐具洗滌

•提供傳奇式之優質顧客體驗。 

•提供泳池邊基本餐飲服務。 

•確保泳池之清潔度及服務品質。 

•維護環境品質。 

•與顧客維持良好之互動關係。

業務專員負責協助行銷業務主管並支援各項銷售流程相關行政業務。同時擔任業務部對外聯絡窗口，透過電話和電子郵件與顧客溝通並回覆需求。 

1. 支援行銷業務部，執行各項行政職務（例如文件歸檔、打字、影印、發送電子郵件、傳真及信件）。 

2. 依照行銷業務主管的指示，安排與協調各項會議行事曆、議程以及所需文件。 

3. 隨時掌握酒店日常服務、活動、促銷等最新資訊。若有任何變更，需向團隊成員更新以確保顧客收到最新資訊。 

4. 於業務相關系統內輸入、檢索、協調並驗證各項資訊（例如佣金、業務來源、第三方資訊等）。 

5. 維護各項專有資料與資訊的機密性。 

6. 準備並審查各項書面文件（例如工作日誌、商業信函、備忘錄、報告），包含校對與編輯各項資訊，以確保其準確性和完整性。 

7. 確保工作區域保持整潔有序。 

8. 處理並排解顧客訴願，在系統內登錄顧客意見回饋。確保問題及時解決，讓顧客滿意。 

The Sales Coordinator is responsible for providing administrative support to the Director of Sales and Marketing in the organization of sales-related documents throughout the sales process. The individual also serves as the point of contact for clients and communicate with them by phone and email to respond to questions and requests. 

1.Perform general office duties to support Sales & Marketing (e.g. filing, sending emails, typing, sending outgoing faxes, delivering incoming faxes, copying, opening or distributing mail).  

2. Coordinate and organize meeting schedules, agenda and required documents as instructed by the DOSM.  

3. Maintain an up to date knowledge of the hotel daily services, activities, promotion, and event. Effectively communicate and update all team members on any changes to ensure guests receive up-to-date information.  

4. Enter, retrieve, reconcile, and verify information (e.g. commissions, leads, third parties) in software involved in the sales process. 

5. Maintain confidentiality of proprietary materials and information. 

6. Prepare and review written documents (e.g. daily logs, business letters, memoranda, reports) including proofreading and editing written information to ensure accuracy and completeness. 

7. Ensures that work area is kept neat, organized and clean at all times. 

8. Handling complaints and resolving service ‘Glitches’, keep a record of all feedbacks under the appropriate system. Ensures that the issues are resolved in a timely manner to guests’ satisfaction.

對客房、公共區域打掃乾淨後進行檢查，確保品質標準。列印房態差異報表，驗證客房狀態，確定不一致的客房，確定客房清潔的優先順序，並更新退房狀態。協助客房經理管理日常運營，協調客房部與工程部、前臺的溝通。準備、工作報表，完成所需的文書工作。協助客房經理招聘、培訓、評估、諮詢、懲戒、激勵和指導員工等工作。 

1.掌握酒店客房狀態，客人情況及其它相關資訊。 

2.檢查員工服儀，行為規範及到崗情況。 

3.制定工作計畫，培訓計畫及年度預算。 

4.安排主管排班，分配工作任務並進行分工。 

5.檢查監督各工作區域的清潔衛生和服務品質。 

6.負責本部門所有機器設備的維護保養與更新。 

7.檢查各分部主管制定的工作計畫。 

8.每天抽查重要客人的房間、空房及維修房。 

9.督導檢查各分部的培訓。 

10.督導檢查各辦公室工作流程及工作狀況。 

11.處理客人投訴。 

12.熟悉部門內各方位的消防系統開關、設施的位置及使用方法。 

13.完成上級安排的其它各項工作。 

Inspect guest rooms, public areas, etc. after being cleaned by the Housekeeper to ensure quality standards. Run discrepancy reports, verify room status, determine discrepant rooms, prioritize room cleaning, and update the status of departing guest rooms. Assist the Housekeeping manager in managing the daily operations. Act as a liaison to coordinate the efforts of Housekeeping, Engineering, and Front Office. Prepare, distribute, and communicate changes in assignment sheets. Complete the required paperwork. Assist management in hiring, training, scheduling, evaluating, counseling, disciplining, motivating, and coaching employees.  

1. Have the room status, the information of guests, and any other things 

2. Checking the employee’s grooming, behaviors, and attendance. 

3. Making a working plan, training plan, and annual budget 

4. Arranging supervisor’s shift, tasks and dividing work  

5. Checking sanitation hygiene and service in all working areas. 

6. Responsible for the equipment’s corrective maintenance and update 

7. Checking the working plan of supervisors 

8. Snap Checking the guest’s room, empty room and repair room 

9. Checking the training of Sub-sector 

10. Checking working procedures and status in every office 

11. Solving the guests’ complaints 

12. Knowledge of fire protection systems, the location of equipment, and using method 

13. Finish other works assigned by leaders.

宴會廳/客房服務主任將協助宴會廳/客房服務經理在其負責區域內協調並分配職務，為顧客提供高效率、豪華且流暢的服務以及一流的用餐體驗。 

1.協助宴會廳/客房服務經理協調並分配職務，以實現卓越的營運績效。 

2.確實地傳達期待、認可績效並產生一致的業務成果。 

3.監督宴會廳/客房服務開始與結束的工作流程。 

4.協調所屬工作區域內的職務，確保服務順利進行。 

5.處理並排解顧客訴願，在系統內登錄顧客意見回饋。確保問題及時解決，讓顧客滿意。 

6.保護顧客和同事的隱私與安全。 

7.嚴格遵守酒店所制定的各項部門營運標準、政策和流程。 

8.能夠執行部門內的所有職務，並在必要時協助輪班。 

The Banquet/In Room Dining Supervisor assists the Banquet/In Room Dining Manager in the coordination and delegation of tasks within the assigned working station/sector, ensuring an efficient, luxurious, and smooth service flow and stellar dining experience for our guests.  

1. Assists Banquet/In Room Dining Manager in coordinating and delegating daily tasks to deliver an exceptional operating performance. 

2. Communicates expectations, recognizes performance, and produces consistent desired business results. 

3. Supervises the workflow of opening and closing shifts. 

4. Coordinate tasks within the assigned sector to ensure the smooth running of service. 

5. Handling complaints and resolving service ‘Glitches’, keeping a record of all feedback under the appropriate system. Ensures that the issues are resolved on time to guests‘ satisfaction. 

6. Protect the privacy and security of guests and coworkers. 

7. Complies strictly with all departmental operating standards, policies, and procedures set by the hotel. 

8. Be able to perform all tasks within the department and assist in shift coverage when necessary.

宴會廳/客房大夜服務主任將協助宴會廳/客房服務經理在其負責區域內協調並分配職務，為顧客提供高效率、豪華且流暢的服務以及一流的用餐體驗。 

1.協助宴會廳/客房服務經理協調並分配職務，以實現卓越的營運績效。 

2.確實地傳達期待、認可績效並產生一致的業務成果。 

3.監督宴會廳/客房服務開始與結束的工作流程。 

4.協調所屬工作區域內的職務，確保服務順利進行。 

5.處理並排解顧客訴願，在系統內登錄顧客意見回饋。確保問題及時解決，讓顧客滿意。 

6.保護顧客和同事的隱私與安全。 

7.嚴格遵守酒店所制定的各項部門營運標準、政策和流程。 

8.能夠執行部門內的所有職務，並在必要時協助輪班。 

The Banquet/In Room Dining Night Shifr Supervisor assists the Banquet/In Room Dining Manager in the coordination and delegation of tasks within the assigned working station/sector, ensuring an efficient, luxurious, and smooth service flow and stellar dining experience for our guests.  

1. Assists Banquet/In Room Dining Manager in coordinating and delegating daily tasks to deliver an exceptional operating performance. 

2. Communicates expectations, recognizes performance, and produces consistent desired business results. 

3. Supervises the workflow of opening and closing shifts. 

4. Coordinate tasks within the assigned sector to ensure the smooth running of service. 

5. Handling complaints and resolving service ‘Glitches’, keeping a record of all feedback under the appropriate system. Ensures that the issues are resolved on time to guests‘ satisfaction. 

6. Protect the privacy and security of guests and coworkers. 

7. Complies strictly with all departmental operating standards, policies, and procedures set by the hotel. 

8. Be able to perform all tasks within the department and assist in shift coverage when necessary.

嘉佩樂顧客服務專員於外線和內線電話過程中為顧客、酒店和團隊成員提供卓越的客戶服務，並且在緊急情況下，必須完全了解酒店的政策和程序。 

1. 預測、辨識並回應個別顧客的需求包括但不限於餐廳、客房和/或水療預訂 

2. 回答各項關於酒店設施與服務、合作的航空公司、當地景點、酒店位置等的詢問。 

3. 及時且準確地將各項顧客需求傳遞給適當的部門或同事。 

4. 準確且有效率地將各項資訊登錄至系統。 

5. 向特定部門或人員傳達相關顧客資訊。 

6. 嚴格遵守所有部門政策、工作場所安全和酒店制定的安全程序。 

7. 報告任何客戶投訴及解決服務問題，並將所有反饋登錄在系統中，確保問題及時解決，令客人滿意。 

8. 嚴格遵守處理緊急事件的標準政策和工作程序。 

9. 維持與團隊和其他部門的積極和諧關係。 

10. 參加培訓課程，並向上級或經理提供建議或反饋，以改善業務運營。 

11. 尊重並機智性處理員工和/或客人的敏感和/或隱私相關資訊。 

12. 確保工作區域始終保持整潔有序。 

The Capella Connects Agent provides guests, hotels, and fellow team members with exceptional customer service handling both internal and external phone calls. The individual must have a complete understanding of hotel’s policy and procedure in case of emergency situations.  

1. Provide responses while anticipating and recognizing individual guest needs, which includes but not limited to restaurant, room and/or spa booking  

2. Answer questions regarding hotel facilities and services, airline partnerships, local attractions, directions, etc  

3. Pass on requests in a timely and accurate manner to appropriate colleagues  

4. Input and access data in computer with accuracy and efficiency 

5. Communicate pertinent guest information to designated departments/personnel 

6. Ensure adherence to all departmental standard operating policies and procedures. 

7. Handle and report any service ‘Glitches’ and report it under the appropriate system, resolve the issue and ensure that corrective actions and service recovery follow ups are action upon in a timely manner.  

8. Strictly abides by standards policies and procedures governing cases of emergency situations. 

9. Maintain a positive and harmonious relationship with the team and other departments. 

10 Attend training sessions and provide suggestions or feedback to supervisors or managers for operational improvement. 

11. Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality. 

12. Ensures that working area is kept organized and clean at all times.

問候所有到達和離開酒店的客人，根據客人的需求保管行李並將其送到客房或大堂，特別是使用酒店提供交通服務的客人。主要負責在客人入住期間及時滿足客人的需求，並給予適當的關注。全面了解酒店的服務與設施，記錄所有重要的交通數據，並協助日常的車輛管理。 

1. 與客人建立良好關係，以獲得客人的忠誠度。 

2. 確保所有與客人有關的送貨服務都準確地記錄下來。 

3. 確保所有交通工具的記錄都是完整且正確的。 

4. 確保客人抵達及離開酒店的程序都按照標準步驟進行處理。 

5. 協調並及時運送及收取客人的行李。 

6. 隨時為抵達的客人及離店的客人打開大門。 

7. 時刻保持工作區域的整潔。 

8. 保持微笑熱烈歡迎客人的到來，並盡可能使用客人的名字來稱呼他們。 

9. 為入住的客人提供客房參觀，讓客人了解酒店的各項設施和資訊。 

Greets all guests and visitors upon their arrival, deliver or collect guest’s luggage according to their request in timely manner, especially the one using hotel transportation Services. Responsible for paying attention to guest needs throughout their stay. Knowing hotel product knowledge and amenities, providing accurate information of all areas in the Hotel and Guest Room. Record all necessary transportation, vehicle data and assist in the daily management of hotel vehicles. 

1. Build good relationship with guests to obtain guests‘ loyalty. 

2. Ensure all the delivery services are noted down accurately. 

3. Ensure proper records are maintained for all transportation. 

4. Follow hotel’s quality standards and procedures upon Guest Arrival and Departure. 

5. Able to deliver and collect guests’ luggage in a timely manner. 

6. Ensure lobby door is open immediately to the arrivals/departures. 

7. Always maintain the cleanliness of work area and equipment used. 

8. Greet, welcome and anticipate every guest. Best to greet them with their names.  

9. Provide a tour to guests around the hotel.

Responsible for coordinating and overseeing all hotel operations in the absence of the General Manager or designated during nights. The principal responsibility is the safety and security of guests and ensuring the accurate and timely completion of the night audit function during the hours of 11 pm-7 am. 

1. Conduct inspections of the front of house and back of the house during the shift, including Front Office, Housekeeping, Lobby, Food and Beverage Outlets, Public Areas, and Car Parking.  

2. Build strong relations with all guests, noting special attention to the hotel‘s VIPs and return guests to ensure long-lasting guest loyalty.  

3. Handling complaints and resolving service ‘Glitches‘, keeping a record of all feedback under the appropriate system. Ensures that the issues are resolved promptly to guests‘ satisfaction.  

4. Efficient check-in and check-out process. 

5. Maintain own cash float and correct banking.  

6. Update Guest History Maintenance. 

7. Staff Supervision of Night staff: Contractors; Porters, Cleaners, Room Service and works with Human Resources to ensure their performance is effectively managed 

8. Oversees the Night Audit Function. 

9. Compete against a standard of excellence by setting high-performance standards and pursuing aggressive goals.  

10. Strive for constant improvements take responsibility for achieving business results and persevere despite obstacles. 

11. Diagnose problems and thoroughly analyze information to guide decision-making.  

12. Evaluate and assimilate critical information when reaching conclusions and make logical, competent decisions. 

13. Build and maintain positive relationships with all internal customers and guests to exceed their needs. 

負責在總經理或夜間指派主管不在的情況下協調和監督所有酒店運營。主要責任是客人的安全和保障，並確保在晚上 11 點至早上 7 點期間準確及時地完成夜間稽核工作。 

1.輪班期間檢查前廳和後廳，包括前廳、客房部、大廳、餐飲店、公共區域、停車場。 

2.與顧客建立緊密的關係，辨識任何特殊需求的顧客、回訪客和 VIP，以建立長久的顧客忠誠度。 

3.處理並排解顧客訴願，在系統內登錄顧客意見回饋。確保問題及時解決，讓顧客滿意。 

4.高效率的入住和退房流程。 

5.維持自己的現金流動和正確的銀行業務。  

6.更新訪客歷史記錄維護。 

7.夜間工作人員的員工監督：承包商；搬運工、清潔工、客房服務人員並與人力資源部合作，確保他們的績效得到有效管理。 

8.監督夜間稽核工作。 

9.透過設定高績效標準和追求進取的目標，與卓越標準競爭。  

10.努力不斷改進，為實現業務成果承擔責任，克服障礙堅持不懈。 

11.診斷問題並徹底分析資訊以引導決策。 

12.在得出結論時評估和吸收關鍵資訊並做出合乎邏輯的、有效的決策。 

13.與所有內部客戶和客人建立並維持積極的關係，以超越他們的需求。