客房部-客務-嘉佩樂文旅副理 Rooms-Front Office-Capella Assistant Culturist Manager
面議（經常性薪資達4萬元或以上） 40000元
台北市松山區
5~6年工作經驗
The Assistant Culturist Manager is responsible for leading and managing the team of local culture and heritage experts, the Capella Culturists, to provide flawless and luxurious personalized service to all guests. The Manager also assists in overseeing the Front Office operations.
1. Oversees and manages the daily operations of the Culturists and ensures that all team members comply with service standards, departmental policies, and operating procedures set by the hotel.
2. Ensures and provides flawless, upscale, professional, and high-class guest service experiences as a role model of culture and heritage experts to all guests.
3. Build strong relations with all guests, noting special attention to the hotel’s VIPs and return guests to ensure long-lasting guest loyalty.
4. 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.
5. Assists the higher management in updating the Standard Operating Procedures following the hotel standards and business level by suggesting improvements to improve efficiency of work and performance.
6. Monitor daily bookings, and ensure room assignment and room readiness before guest arrival. Ensure special guests (e.g. disabled, elderly, children, special occasion, and VIPs) receive proper special attention services and all guests are promptly greeted upon arrival.
7. Oversee personalized check-in and personalize check-out procedures, including reservations and financial transactions.
8. Be the champion of the hotel’s offerings and the local city’s culture and heritage by supervising and training team members on Concierge service including but not limited to recommending and arranging reservations for dining, attractions, and Capella Curates.
9. Network and build relations with external service providers (e.g. popular attractions, bars, and restaurants) to deliver the highest level of guest experience on behalf of the hotel.
10. Maintain an up-to-date knowledge of the hotel‘s daily services, activities, promotions, and events. Effectively communicate and update all team members on any changes to ensure guests receive up-to-date information.
11. Coordinate with Training Managers on standard testing, identify training needs, and provide guidance to improve team members’ performance.
12. Ensure all team members recognize the importance of Forbes standards to deliver excellent audit and service performance.
13. Foster a positive working environment for all team members and check in regularly to ensure team members‘ satisfaction and maintain strong working relationships within the. Give praises and encouragement for good performances.
14. Create and provide suggestions for the new Capella Curates program to enhance the hotel‘s signature service.
文旅官副理將負責領導和管理熟悉在地文化歷史的嘉佩樂文旅官團隊，提供完美、奢華的個人化服務。同時也將協助管理客務部的營運。
1.負責管理文旅官團隊的日常運營，並確保全體成員皆遵守酒店制定的服務標準、部門政策和操作步驟。
2.成為熟悉在地文化和歷史的專家，提供專業頂級的顧客服務體驗。
3.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。
4.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。
5.協助高階主管根據酒店標準和住房情況更新標準作業程序，提出改善建議以提高工作效率和績效。
6.監控每日訂房，確保在顧客抵達前已妥善分配客房並準備完善。確保特殊需求的顧客（例如殘疾、老人、兒童、特殊貴賓和 VIP）能夠獲得適當的關注服務，並在所有顧客抵達時立即受到歡迎。
7.監控個人化入住與退房程序，包含訂房和財務交易。
8.透過監督和培訓團隊成員，包含但不僅限於餐飲、景點和嘉佩樂文旅嘉選的推薦、安排與預訂，成為酒店產品和在地城市文化和歷史的專家。
9.代表酒店與外部商家（例如熱門景點、酒吧和餐廳）建立關係，以提供最高水準的顧客體驗。
10.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。
11.與培訓經理協調服務標準測試，確認培訓需求並提供指導以提高同事們的績效。
12.確保所有團隊成員充分了解 富比士服務標準對於提供卓越審計和服務績效的重要性。
13.營造良好的工作環境，並定期檢查確保同仁滿意。在團隊內維持緊密的工作關係，對於良好表現給予讚美和鼓勵。
14.建立並針對嘉佩樂文旅嘉選提供的建議，以增強酒店的特色服務。
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