客房部-客務-嘉佩樂顧客服務副理(總機) Rooms-Front Office-Capella Connects Assistant Manager

嘉佩樂顧客服務副理負責嘉佩樂顧客服務經理管理、發展、培育、溝通和激勵嘉佩樂顧客服務團隊，並與櫃台、餐飲、水療與健身房和文旅官團隊密切合作，以達到部門服務標準及水準。

1. 顧客服務與體驗管理
主動預測、辨識並回應顧客需求，協助處理餐廳、客房及水療等各項預訂服務；提供酒店設施、服務內容、合作夥伴、交通資訊及當地旅遊景點等相關諮詢，確保顧客獲得即時且個人化的服務體驗。

2. 顧客關係管理與問題處理
妥善處理顧客意見、需求及客訴案件，迅速回應並協調相關單位解決問題；完整記錄顧客反饋與服務紀錄，追蹤改善進度，確保問題獲得妥善處理並提升顧客滿意度。

3. 營運支援與資訊管理
準確且有效率地將顧客需求及相關資訊登錄至酒店系統，並即時傳遞予相關部門或同事；確保顧客資訊與服務需求獲得有效追蹤與執行，維持整體營運流程順暢。

4. 團隊合作與跨部門協調
與各營運部門保持良好合作關係，主動協調及追蹤顧客需求處理進度；建立積極和諧的工作氛圍，促進團隊合作與跨部門溝通效率，提升整體服務品質。

5. 教育訓練與人才發展
參與部門訓練計畫及服務品質提升活動，確認團隊培訓需求並協助執行相關教育訓練；推動神秘客評鑑準備、顧客服務技巧及富比士五星服務標準訓練，並積極參與酒店員工發展及留任計畫。

6. 品質管理與服務標準執行
定期檢視顧客服務作業流程與服務品質，評估部門是否符合內部政策、標準作業程序及相關法規要求；督導團隊落實富比士五星服務標準，執行每月卓越績效計畫，持續提升顧客體驗與營運品質。

7. 安全管理與資訊保密
嚴格遵守酒店各項政策、工作場所安全規範及緊急事件處理程序；妥善保管並尊重員工與顧客之敏感及隱私資訊，確保資訊安全及符合法令規範。

8. 其他主管交辦事項

The Capella Connects Assistant Manager assist The Capella Connects Manager oversees the development, coaching, communication and motivation for a team of Capella Connects Executive and works in conjunction with Front Desk, F&B, Spa & Wellness and Culturist team to meet departmental standards, service level.

1. Guest Service & Experience Management
Proactively anticipate, identify, and respond to guest needs while assisting with restaurant, room, spa, and other service reservations. Provide accurate and timely information regarding hotel facilities, services, partners, transportation, and local attractions to ensure a seamless and personalized guest experience.
2. Guest Relations & Issue Resolution
Effectively handle guest feedback, requests, and complaints by responding promptly and coordinating with relevant departments to resolve issues. Maintain comprehensive records of guest feedback and service interactions, follow up on improvement actions, and ensure issues are properly addressed to enhance guest satisfaction.
3. Operational Support & Information Management
Accurately and efficiently enter guest requests and relevant information into the hotel system and promptly communicate details to the appropriate departments or colleagues. Ensure guest information and service requests are properly tracked and executed to maintain smooth and efficient operations.
4. Teamwork & Cross-Departmental Coordination
Maintain strong working relationships with all operational departments and proactively coordinate and follow up on the progress of guest requests. Foster a positive and harmonious work environment, enhance teamwork and cross-departmental communication, and contribute to overall service excellence.
5. Training & Talent Development
Participate in departmental training programs and service quality improvement initiatives. Identify team training needs and assist in the planning and delivery of relevant training programs. Support preparations for mystery guest evaluations, guest service skills training, and Forbes Five-Star service standards training, while actively contributing to employee development and retention initiatives.
6. Quality Management & Service Standards
Regularly review guest service procedures and service quality to ensure departmental compliance with internal policies, standard operating procedures, and applicable regulations. Lead and support the team in consistently delivering Forbes Five-Star service standards and implementing monthly excellence performance initiatives to continuously enhance guest experience and operational quality.
7. Safety Management & Information Confidentiality
Strictly adhere to all hotel policies, workplace safety regulations, and emergency response procedures. Safeguard and respect sensitive and confidential information relating to guests and employees, ensuring information security and compliance with applicable laws and regulations.
8.Other Duties
Perform other duties and responsibilities as assigned by management.