宾客服务主管 Guest Services Supervisor

• Review arrival information on a daily basis; VIP, Loyalty member, Regular guest, Groups, special requests, etc. Follow up with Housekeeping and Room Service
查看当天抵店客人信息，包括贵宾，会员计划， 常客，团队预订及其它相关的特殊要求。及时将相关信息通知客房部和客房送餐部
• Responsible for correct registration procedure; registration card, room allocation, etc.
负责正确的登记程序、填写登记卡、房间分配等
• Maintain good working relations with all departments, especially Housekeeping and Reservations. Checks discrepancies and out of order rooms, to ensure correct room status at all times
与所有部门保持良好的协作关系，特别是客房部与预订部。检查房态差异报告以及维修房状态，随时确保正确的房间状态信息
• Responsible for correct handling of cash, credit cards, vouchers and invoices
负责正确处理现金、信用卡、付款凭证以及发票
• Responsible for prepare activities for group arrival, correct definition of group masters to ensure correct charges
负责团队抵店前的准备工作，确认团队总房价以确保正确收款
• Responsible for correct check-out procedure following hotel’s policies and procedures
负责遵守酒店政策与服务程序，正确完成客人离店手续
• Responsible for reservations, changes and cancellations when Reservation Office is closed
负责预订部下班后的预订、预订变更及取消预订服务
• Maintain a thorough knowledge of the room rates, discounts, packages, hotel facilities, special events, etc. and ensures GSA’s knowledge of the same
熟悉房价、折扣、包价、酒店设施和特殊活动等相关知识，同时确保接待员正确掌握
• Responsible for correct selling status in the Reception at all times, by close liaison with Reservations
与预订部保持紧密联系，确保前台始终处于正确销售状态
• Ensure that guest complaints are properly logged and acted upon by trying to avoid any guest leaving the hotel dissatisfied. Solicits assistance from Front Desk Manager, Guest Service Manager or Loyalty Manager if needed
确保迅速、正确记录与解决客人投诉，尽量避免客人带着不满意离开酒店。必要时征求前台经理，宾客服务经理或忠实客户经理帮助
• Maintain good knowledge of all corporate programs, ensure GSA’s knowledge of these programs
熟练掌握酒店所有合作促销计划，同时确保接待员熟悉掌握
• Maintain good knowledge of the loyalty program, ensuring correct handling, prepares reports and actively participates in enrolling new members
熟悉会员计划，确保正确处理、准备报表以及积极参与发展新会员
• Assist in resolving accounting matters; disputes, missing back-ups etc
协助解决财务问题，包括有争议的帐目及丢失的信息备份等
• Ensure that all guest comments are logged and forwarded to the Guest Service Manager
确保记录所有客人意见，并向宾客服务经理汇报
• Assist in departmental training and assessments
协助部门培训与评估
• Cooperation and teamwork for all sections and other department to ensure proper guest service delivery.
与所有其它区域和部门协手合作，确保向客人提供正确的服务
• Deliver high quality service to guests
向客人提供高质量的服务
• Identify VIP, loyalty member, regular and long staying guest, develop rapport to offer personalized service and assistance
识别贵宾，会员、常客以及长住客人。发展与之良好关系以提供个性化和超值服务
• Take appropriate action to resolve guest complaints
采取合适的行动解决客人的投诉
• Ensure a high level of cleaning is maintained in your work area
确保所在工作区域的高度整洁
• Carry out other tasks as directed by your leaders
在上级指导下执行其它任务

Required Skills –
技能要求
• Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.
拥有在与他人交往时大多数时间所使用的沟通技能；完全代表酒店，品牌和公司与顾客，员工和第三方交往的能力。
• Good supervisory, organize and problem solving skill.
具有良好的管理，组织以及解决问题的能力。
• Good communication and writing skills.
具有良好的沟通及写作技能。
• Proficient in the use of Microsoft Office and Front Office System
熟练使用微软办公软件和前台系统。

Qualifications –
学历
• Diploma or Vocational Certificate in Hotel Administration, HotelManagement or equivalent
具有酒店行政管理，酒店管理或相关的学士学位或大专水平

Experience –
经历
• 2 year experience in guest / customer service, or an equivalent combination of education and experience.
拥有2年宾客服务部工作经验，或与此相当的教育和相关工作经验结合的背景。