客户服务部经理: 制定部门内各项工作方案与费用预算。 负责本部门的工作安排，组织部门的各项工作检查，督导各项管理服务工作的有效落实。 负责部门员工工作绩效考核。 负责部门日常管理经费的报批工作。 负责审批员工培训考核及奖惩计划，督导员工的培训工作。 每周主持召开部门例会，听取工作汇报，布置工作任务，解决实际问题，改进管理方法，促进工作进展。 检查部门内的各项工作记录，跟进所需解决的问题。 负责物业费及其他费用收缴的管理工作。 负责协调处理客户咨询、报修、装修、投诉等接待、管理工作。 安排人员定期盘点部门固定资产与办公用品的使用情况。 负责与政府有关部门进行沟通、协调。 如遇紧急事件，及时向上级汇报并协助处理善后工作。 定期对项目各区域进行巡查，包括清洁、绿化、虫杀等进行监察协调。 负责客户入驻、验房、交房及空置房的管理等。 负责定期安排以及亲自拜访客户，调查客户意见，统计服务满意率，及时向上级汇报。 组织客户满意度调查并对客户提出的意见、建议进行改善。 负责客户活动的策划并组织实施。 完成公司总部、集团的各项政策要求及上级领导安排的其他工作任务。案场项目经理: 负责现场售楼处及样板间的整体统筹及人员管理工作。 负责编制现场各类管理制度并执行。 积极配合售楼处有关物业内容的工作。 每周提交工作计划、每月完成项目工作报告。 制定项目的培训计划并执行落实培训工作。

 制定部门内各项工作方案及费用预算。 安排本部门内的一切工作，对各岗位工作执行情况进行检查，并提出整改意见，跟进整改效果。 物业费及相关费用催缴的管理工作。 安排协调做好为业权方提供的各项有偿服务工作。 遇有紧急事故，安排协助保安部及工程部进行处理。 主持召开工作例会，根据员工情况和管理工作的需要，修订员工岗位职责和作业标准，实施本项目员工教育培训计划。 监管部门内主任、员工的考勤、纪律、服务意识及工作执行情况。 安排人员定期检查部门固定资产及办公用品的使用情况。 根据本部门岗位职责要求，组织开展专业管理工作，做到员工之间分工明确，责任落实，有检查、有考核标准，评定员工工作绩效。 全面负责管理区域内的清洁卫生及绿化工作的安排，及时向总物业经理汇报。 每日检查、监督卫生、消杀情况，评定工作情况，搞好环境卫生。 组织客户满意度调查，并对客户提出的意见建议进行改善。 组织实施项目培训需求调查，编制年度培训计划，为本部门员工进行培训并监督其他部门按计划执行。 兼任公司客服委员会委员。根据公司客服委员会制定的年度工作计划，提出合理化建议，有效地协助并完成，提升公司旗下所有项目的客户服务体验。

*Oversee the Welcome Desk Shift Leaders, Welcome Ambassador Shift Leaders and subsequent talent ensuring that all procedures are being followed in accordance with hotel policies and procedures. *Ensure talent is fully aware of all aspects of SPG program;*Ensure Monthly SPG enrolment targets are met, encourage Talent to actively seek enrolment at every opportunity.*Ensure Monthly up sell targets are met, encourage Talent to active to seek the up sell at every opportunity;*Ensure talent is fully aware of GSS and the indicators that relate to your specific area, and focus their attention to maximize scores in these areas;*Conduct random check of PSB to make sure that all data has been input correctly;*Effectively handle all complaints using W’s LEAST service recovery guidelines. *Correctly handle emergency situations that occur during on duty shift; include Fire Evacuations, Bomb Threats, guest injuries, Deaths, Property Damage and etc;*Review daily arrivals and departures, in-house guest status. Ensure all guest preferences and requests are completed to the correct standards, VIP arrivals are pre-blocked and keyed and VIP’s are met and escorted as outlined in the VIP treatment plan;*Accurately record and write WRM External and Internal Log to ensure that incidents have been effectively communicated to hotel management;nces and requests;*Engage frequently with talents to ensure that they have the tools and information necessary for their duties, collect feedback and suggestions given by talent and report back any areas in which improvements can be made;*Complete required up keeping, reporting, training and ongoing management of designated Welcome Office Programs for related areas;*Responsible for front office operation during the absence of FOM.

 Greet the VIP guests of the hotel, assist in VIP’s arrival and departure in absence of Guest Relations Officers; Prepare and check for VIP’s arrival and escort guests to rooms; Answer guests inquires, attend to the needs of the guests, handle guest complaints and other related problems and report on the Assistant Manager’s log book; Assist in handing room lock problem; Maintain and be guided of the hotel policy on credit, lost and found hotel guests properties; Check the cleanliness of lobby and public areas, lights and as well as front office staffs in proper and orderly appearance and behavior; Give the instructions to the Night Reception, during the high occupancy periods, regarding: walk-in guests and release room blocked because of no-shows; Assist Reception, Concierge and Business Centre during they are busy; Co-ordinate with all departments concerned in order to maintain Front Office functions properly; Responsible for front office operation during the absence of the Front Office Manager.

*Review arrival information on a daily basis; *Maintain good working relations with all departments;*Familiar with Front Office Standards and Procedures;*Ensure that guest complaints are properly logged and acted upon by trying to avoid any guest leaving the hotel dissatisfied;*Maintain good knowledge of all corporate programs;*Responds immediately on medical requests and emergencies;*Maintain effective guest relations, and offer personalized service and assistance;*Assist Reception when required, help guest check in, check out, etc;*Deliver high quality service to guests;*Ensure a high level of cleaning is maintained in work area.*Liaise with Service Centre and Revenue Manager in managing overbooking room type.*Balance overbooking room types.*Notify Housekeeping of any special arrangement*Liaise with Sales for any special group arrival allocation.

*Draft company’s annual aims and working plan of HR;*Construct company tree and set the departments;*Establish and implement the company's payroll, welfare system;*Establish standard recruitment system; *Establish and implement training system;*Construct and modify various of personnel forms and workflow;*Responsible for organizing management standards, rules and regulations;*According to the company's operating conditions, make decision of public holidays and OT.

*Work and standby in front office. Keep department operation normally when the manager is off duty;*Assist front office manager to coordinate all subordinate departments. Guide all supervisors. Check staffs’ work & service standard. Report to front office manager to discuss and solve various problems;*Check the duty work of assistant manager, and provide guidance;*Have good customers and public relations communication skill, familiar with consumption habits, religion, festival and taboo of customers;*Responsible for staffs training to raise their professional level, knowledge, skills, respond ability;*Complete the tasks assigned to superiors.