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:

Four Seasons Hotel Shenzhen is ideally located in the heart of the commercial district of Futian, across the Shenzhen Conference & Exhibition Center and a short walk from the Civic Center which houses the city’s Municipal Hall and Museum as well as near the famed Shenzhen Concert Hall and Library. The Hotel is surrounded by 3 modern shopping malls and is a few steps away from the subway metro station and 10-minute drive to 2 Hong Kong borders of Huanggang and Futian. Built along contemporary lines, the Hotel features 266 rooms inclusive of 32 suites, a Club Lounge, Business Centre, 4 food and beverage outlets, and a grand ballroom with 5 other function venues plus a unique outdoor multilevel Terraces.

About the role: 

关于职位: 

Supervise a given shift at the Front Desk. Directs staff that performs the following duties and will also perform these duties on own: welcomes and registers hotel guests, explaining the accommodations and establishing credit or method of payment. Checks guest out of the hotel, preparing and explaining the bill. Respond to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with all Four Seasons’ policies.

What you will do: 

岗位职责：

• Manages the activities at the Front Desk. Ensures communications and follow-up with each shift on any problems, guest requests or special requirements.管理前台各项工作，确保沟通良好，跟进和解决每个班次移交的问题、客人的需求和特别的需要。

• Frequently tours the hotel and monitors the activities of all other departments. Monitors their activities to assure that standards are being met, staff is being supported and guest needs are being met.经常巡视酒店各个区域，监督其他部门工作，确保服务品质达到标准，支持员工工作，满足客人需求。

• Personally handles all guest relocations according to established guidelines.根据操作指南，负责处理所有因超额预订引起的客人迁置问题。

• Resolves customer complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. Responds to all guest requests in an accurate and timely manner. Interaction with guest will be in person and by phone.处理客人投诉，以最友善和最专业的态度处理与客人相关的一切事宜，在任何可能的情况下，确保满足客人的特殊需要。回答客人提出的与酒店服务相关的所有问题，包括运营时间、酒店高管人员，店内活动，方向指引等。准确及时得回应客人的各种需求，所有和客人的交往都必须以面对面或打电话的方式进行。

• Utilizes a variety of computer systems to check guests in and out, run daily reports and select and block rooms for arriving guests.熟练运用各种系统为客人办理入住、退房手续、打印报表，为预抵店的客人安排并锁房。 

• Resolves customer complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. Responds to all guest requests in an accurate and timely manner. Interaction with guest will be in person and by phone in a timely manner. 

• 解决来自酒店各区域的客户投诉，以最高水准的待客之道和专业精神处理与客户的所有互动，尽可能满足客户的特殊要求；协助客户处理与酒店服务、营业时间、主要酒店人员、内部活动、路线等有关的所有咨询。准确及时地回应客人的所有要求。及时与客人当面或通过电话进行交流。 

• Ensure all glitches are recorded accordingly. Handles all glitches based on facts and investigate all glitches accurately. To be neutral at all times maintaining professionalism. 

• 确保对所有投诉进行相应记录。根据事实处理所有投诉，并准确调查所有投诉。始终保持中立，保持专业精神 

• Works closely with Security Staff to handle any guest emergency or safety concerns.与防损部同事紧密配合携手处理客人的紧急事件和安全隐患。

What you bring: 

岗位要求： 

• Excellent communication skills, both written and verbal required in English and Mandarin. Foreign Language is desired.具有优秀的沟通技巧及中英文的读写能力，更希望具有多国语言能力。

• 2-3 years management experience in a similar position in luxury hotels.2-3年或以上在类似奢侈品牌酒店的管理经验。

• Strong managerial and supervisory skills.优秀的领导能力。

• Good knowledge and very familiar with Opera system.良好的知识量储备，熟知Opera系统的操作。

• Strong interpersonal and problem solving abilities, able to work well under pressure.优秀的人际交往和解决问题以及抗压能力。

What we offer: 

• Competitive Salary, wages, and a comprehensive benefits package.

• Excellent Training and Development opportunities.

• Complimentary Accommodation at other Four Seasons Hotels and Resort.

• Complimentary Dry Cleaning for Employee Uniforms.

• Complimentary Employee Meals.

Schedule & Hours:

Forty hours over a five day period;  scheduled days and times may vary based on need.