Job Description

About Four Seasons:

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.

At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.

About the location:

Pagoda-style pavilions rise amidst exquisite gardens and ponds. With personalised hospitality, Four Seasons provides an unrivalled experience of China’s timeless beauty. Four Seasons Hotels and Resorts is a world-leading luxury hotel management group. As a key member of the group, Four Seasons Hotel Hangzhou at West Lake has been awarded the great honor of a five- star hotel in Forbes Travel Guide 2016 to 2022. As the ancient saying goes, “In the universe, there is heaven; on earth, there is Hangzhou.” Set along the banks of the fabled West Lake, our hotel is a tranquil enclave woven with ponds, courtyards surrounding picturesque Chinese gardens, willow trees and mist-covered lagoons. Wake to views of mountain peaks, ancient temples rising from the greenery or the very waters that have enchanted poets, explorers and emperors for centuries. Start with a cup of Longjing tea in our Lobby Lounge before picking up your bicycles and heading out to explore the city, then come back for a soothing treatment in our chinoiserie-filled Spa, followed by dinner in one of Jin Sha’s private-dining rooms.

About the role:

关于职位: 

Answers and directs phone calls, pages, radio requests and faxes in an efficient, courteous and professional manner to achieve maximum customer satisfaction while complying with all Four Seasons’ policies. This role is part of CORE and Reservation department, reporting into Assistant CORE Manager.

高效、礼貌、专业地接听和转接电话、传呼、无线电请求和传真，在遵守四季酒店所有政策的同时，最大程度地提升客户满意度。该岗位属于总机兼预订部门，向总机兼预订部经理汇报。

What you will do:

岗位职责：

• Responsible for selling the hotel and providing information to prospective guests. To capture sales from the incoming calls and coordinate details of each reservation to ensure the guest’s satisfaction. 

• 负责推介酒店，并向潜在客人提供相关信息。通过接听来电促成销售，并协调每个预订的细节，以确保客人的满意度。

• To colorfully describe the guestrooms and upsell whenever possible to maximize occupancy and revenue. 

• 生动地描述客房，并尽可能进行升级销售，以最大化入住率和收入。

• To process all reservation requests accurately and fully understand market segmentation.  

• 准确处理所有预订请求，并充分理解市场细分（不同客源类型）。

• Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints; assists customers in all inquiries in connection with high-speed Internet service, telephone and facsimile services, hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. 

• 以最高水准和专业精神处理所有与客人的互动，尽可能满足客人的特殊需求；处理客户投诉；协助客人解答有关高速互联网服务、电话和传真服务、酒店服务、营业时间、主要酒店人员、内部活动、路线指引等各种咨询。

What you bring:

岗位要求：

• Minimum one year of administrative experience preferably in a hospitality or restaurant related field or other equivalent experience is required

• 至少一年的行政工作经验，最好有酒店或餐饮相关领域背景，或同等经验。

• Requires knowledge or the ability to operate computer equipment including word processing and spreadsheet software

• 具备操作计算机设备的知识或能力，包括文字处理和电子表格软件。

• Good knowledge of Word, Excel and PowerPoint

• 熟练使用 Word、Excel 和 PowerPoint。

• Has strong interpersonal skills, is able to prioritize and adapt to the changing needs of the operation

• 拥有较强的人际沟通能力，能够根据运营需求的变化安排优先级并灵活调整。

• Requires basic computer skills for online training

• 具备基本的计算机技能，可用于在线培训。

• Requires reading, writing and oral proficiency in the English and Chinese language

• 需具备中英文的读、写和口语能力。

• Has the ability to anticipate and prioritize the needs of the guest proactively

• 能够主动预判和优先处理客人的需求。

• Is energetic and has a professional approach to his/her craft

• 充满活力，并以专业的态度对待自己的工作。

What we offer:

福利待遇：

• Competitive Salary, wages and benefits

• 具有竞争力的薪资及福利体系

• Excellent Training and Development opportunities

• 完善的培训与发展机会

• Complimentary Accommodation at other Four Seasons Hotels and Resort

• 全球四季酒店及度假村的免费住宿礼遇。

• Complimentary Dry Cleaning for Employee Uniforms

• 员工制服免费干洗服务

• Complimentary Employee Meals

• 免费员工工作餐

• Employee activities

• 丰富多彩的员工活动

Schedule & Hours:

工作时间安排：

• This is a full-time position

• 本岗位为全职职位

• The working hours will primarily by department, ability to work all shifts, weekends and holidays 

• 工作时间将根据部门需求安排，需能适应轮班制（含周末及节假日值班）

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