行銷業務部-顧客服務專員(總機) S&M-Capella Connects Agent

1.櫃檯接待服務。  

2.客人諮詢回覆。  

3.房客入住、退房、結帳。

House Butlers provide a warm, efficient, personalized, and discreet service for all our designated guests from point of reservation, pre-arrival, during the stay as well as maintaining an effective relationship with guests after departure to encourage them to return. As a House Butler you will take full ownership of each request from a designated guest. The requests will be facilitated by working closely with key departments such as In-Room Dining, Concierge, Guest Relations, Reception, Housekeeping, Reservations and Sales, and all necessary auxiliary departments to deliver guest requests. 

•To ensure incoming guests are contacted at least three days prior to arrival for pre-arrival preference check and set up, offer outlined services during guests’ stay, and follow up with a post-stay check. 

•To ensure awareness of the arrival details, and make all necessary prior arrangements requested by guests.  

•To proactively seek guest preferences, update, record, and at all possible, fulfill them. 

•To provide quality service with colleagues to the guests by responding to requests promptly, efficiently, and courteously during check-in, check-out and throughout the guest’s experience 

•To stay current with developments and procedures in the hotel by attending daily Front of House or daily briefings and arrival meetings 

•To handle guests incoming and outgoing correspondence, (facsimile, messages, e-mail, etc.) 

•To establish a good working knowledge of the Finance Department so as to facilitate guests and Management requests for historical data 

•To have the knowledge and hands-on experience to perform the in-room check-in and check-out services. 

•Have full knowledge of housekeeping standards to assist and perform the final checking of the room prior to guest arrival, and the daily checkup of the room after room attendant has completed the daily cleaning to ensure guest preferences are met. 

•To coordinate the social or business itinerary of all Suite guests. 

•To assist in handling guest calls and acting upon them in a professional & courteous manner. 

•Communicate all guest compliments, comments, observations, and complaints to relevant departments and ensure follow up. 

•To contact the guest after departure for satisfaction check and feedback to enhance the overall experience in the future and offer as the point of contact directly for future bookings. 

•To ensure good maintenance in all Suites by doing regular walk arounds and inspections while working closely with other departments as needed, to include initiating repair orders. 

•To maximize the revenue and occupancy of all Suites.

• Responsible for the supplier audit, production inspection, quality and production improvement and maintaining the highest level of food hygiene and safety standards. 

• Ensure all work areas and food safety standards comply with requirements. 

• Plan, direct and coordinate operational audits. 

• Review and update HACCP operation files every 6 month in accordance with FHLSS requirements and ensure proper implementation in teamwork with the HACCP core team. 

• Lead and organize food bacteriological (laboratory) testing and internal food samples and conduct yearly reviews of high-risk items; follow up accordingly and implement preventive actions. 

• Coordinate and conduct food Safety and hygiene training for all relevant colleagues. 

• Work closely with Chief Steward regarding pest control and cleaning issues. 

• Ensure all F&B hygiene standards comply with local Health Bureau regulations. 

• Ensure all areas within the property comply with Mandarin Oriental corporate hygiene standards and local Health Bureau regulations.

•接收、分類、分銷食品、飲料、材料、用品和設備。 

•監督運貨卡車的裝載、卸載和調度。 

•檢查收到的材料是否與發票和數量或質量是否差異。 

•保持整潔的存儲設施，裝卸碼頭，材料和用品有序的管理。 

•保留每日記錄文件並準備報告。 

•協助所有單位的其他工作人員採購，接收，分發和運輸。

*月排班制，月休10天；提供各類獎金。 

櫃檯接待人員是旅客對我們的第一印象，淺淺的笑容、親切的語氣與專業的服務，總讓人有賓至如歸的感覺。 

如果你喜歡接觸人群、對旅館業有熱忱、想學習旅館管理，且有意作為長期職涯發展，歡迎加入旅居文旅，成為我們的夥伴！ 

【工作內容】 

1.處理房間安排相關事宜：訂房、排房、入住手續之辦理與退房等。 

2.接待客人，並提供相關服務：行李寄放、車輛引導、協助叫車、問題回覆與解決等。 

3.處理帳務：結帳與對帳等。 

4.負責接聽電話並為客人留言。 

5.提供當地旅遊諮詢與建議。 

6.協助公共區域清潔維護。 

7.協助客房清潔整理相關事宜。 

8.其他主管交辦事項。 

【我們希望你有這些特質】 

1.工作細心，且學習意願高。 

2.具責任感，有良好的組織協調能力。 

3.具高度服務熱忱與強烈企圖心。 

【如果你有這些經驗或能力更好】 

1.具旅館業或服務業相關經驗。 

2.有靈知系統操作經驗。 

3.日語或韓語溝通能力。 

試用期通過後，得享有下列獎金之領取權利： 

1.住宿組數獎金。 

2.休息組數獎金。 

3.訂房網站評價獎金。 

4.破紀錄激勵獎金。 

*無經驗可！公司提供完整的教育訓練。 

*加班費按實際出勤狀況，依勞動基準法核算發給。

旅居文旅驛站系列是無櫃檯自助入住旅館，房務是驛站系列最重要、最不可或缺的夥伴！ 

若你不怕接觸人群，想在空閒時間增加額外收入， 

喜歡打掃房間、提供整潔的環境等待旅客入住， 

歡迎加入旅居文旅，成為我們的夥伴！ 

【工作內容】 

1.依照制定的標準整理與清潔客房，包含空房擦拭。 

2.依照制定的標準定期保養客房設備。 

3.負責客房備品之補充。 

4.負責⼯作區域的清潔與保養。 

5.負責公共區域的維護與保養。 

6.其它清潔相關的主管交辦事項。 

【我們希望你有這些特質與經驗】 

1.⼯作細⼼、學習意願高，且具責任感。 

2.具旅館房務⼯作相關經驗半年以上為佳。 

*兼職同仁不適用部分公司福利。 

*若掃房組數超過設定標準組數，將發給獎金作為獎勵。 

*22:00前之出勤時數以時薪196元計算；晚間22:00後之出勤時數以時薪210元計算。